SOI-388 - IRS.gov Customer Online Decisions Support (COLDS); SOI-389 - TE/GE Entities EP Determination 5307 Filers and Non-Filers; SOI-390 - TAB Conjoint Update Focus Groups for Cognitive Research

OMB #1545-1349

IRS – Wage & Investment Research and Analysis (WIRA)

FOCUS GROUP MODERATOR’S GUIDE

TAB Conjoint Update – February 2011

Introductions:

• Moderator introduces his/her name and Pacific Consulting Group (PCG).

• PCG’s involvement with IRS’ historical customer satisfaction studies.

• Overall project objective to improve/maintain customer service with limited resources

• Explain the purpose of today’s group discussion:

• To explore which specific service channels taxpayers prefer and why

• To identify key attributes that drive service channel decisions (tax issue, time elements, personalization, number of contacts to resolution, etc.)

• PCG’s role as a facilitator, not a recommender or tax expert.

  • There are no right or wrong answers; we just want your perceptions, opinions, and suggestions.

• Have respondents introduce themselves and say a few words about their taxes and interactions with the IRS.

  • Do you prepare your own tax returns or use a preparer? (If preparer, what type?)

  • What tax form did you file this year?

  • What IRS services have you used?

Taxpayer Service Channel Preference

• Let’s start off by thinking about the situations that have prompted you to contact the IRS directly.

Probes:

• Forms and Pubs

• Refund info

• Prior yr return info

• Tax law questions

• Payments or account questions

• Return prep assistance

• Response to IRS notice

• Application for EIN/TIN

• Healthcare Act info

• Given the tax issues, which IRS service channels have you used? (Tie to tax issue)

  • Why did you use this channel to deal with this issue?

• Given the tax issues, which non-IRS service channels have you used? (Tie to tax issue)

Probes:

• Tax professional

• Tax preparation software

• Non-IRS Websites

• Books

• Why did you use this channel to deal with this issue?

Attributes impacting Service Channel Choice

• Now let’s shift the frame to what attributes drive your decision most in determining which service option to use.

• What key factors drive your decision to use the IRS service channel of choice?

Probes:

• Tax issue

• Time elements (wait time, process time)

• Personalization

• Number of contacts to resolution

• Accuracy

• Inertia/prior experience

• What key factors drive your decision to use the non-IRS service channel of choice?

Probes:

• Tax issue

• Time elements (wait time, process time)

• Personalization

• Number of contacts to resolution

• Accuracy

• Inertia/prior experience

Wrap-up

• Is there anything else you wish to add to the discussion?

• Thanks for participating

• The Paperwork Reduction Act required that IRS provide an OMB Control Number on all approved public information requests. That number is OMB XXXX-XXXX. Also, if you like, I can give you a name and address where you can send comments and questions regarding this process or suggestions for making it simpler.

Send your comments and suggestions to:

Internal Revenue Service

Tax Product Coordinating Committee

1111 Constitution Avenue NW

Washington, DC 20224

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