CS-09-141 - Centralized Liens Processing; CS-09-142 - Advancing E-File Phase II Conjoint Questionnaire

Internal Revenue Service
Small Business/Self-Employed
Business Operating Division

OMB# 1545-1432

Centralized Liens Processing (CLP)------County Recorders Satisfaction Survey
INSTRUCTIONS
- USE A BLUE OR BLACK INK PEN ONLY.
- DO NOT MAKE ANY STRAY MARKS ON THE FORM.
- ALL RESPONSES MUST BE FULLY MARKED BY FILLING IN CIRCLES.

Shade circles like this -->
Not like this ----------->

Centralized Liens Processing (CLP) Operation's Practices
1. Has CLP submitted documents to your office for recordation within the past six months?
Yes

No

If

you answered "No" to Question 1, please skip to question 10.

2. You were able to understand requirements for processing the Billing Support Vouchers.
Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

3. The voucher amounts submitted by CLP were correct.
Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

4. All documents submitted by CLP matched their respective vouchers.
Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

Neutral

Agree

Strongly Agree

5. CLP printed the documents clearly.
Strongly Disagree

Disagree

6. If any of your responses were "Strongly Disagree" or "Disagree" for questions 2 through 5,
please explain why.
7. Did you return documents submitted by CLP without recording them?
Never

Seldom

Sometimes

Often

Always

8. If you returned any documents submitted by CLP without recording them, what was the reason?
(Check all that apply.)
Incorrect fee
Incorrect payment
Incorrect court/county
Incorrect/Missing data on a release of federal lien
Incorrect document
Other - Please Specify. --> ________________________________
The Paperwork Reduction Act requires that the IRS display an OMB control number on all public information requests. The
OMB Control Number for this survey is 1545-1432. We estimate the time required to fill out this questionnaire will average
10 to 15 minutes. Also, if you have any comments regarding the time estimates associated with this study, or suggestions on
making this process simpler, please write to the Internal Revenue Service, Tax Products Coordinating Committee,
SE:W:CAR:MP:T:T:SP, 1111Constitution Ave. NW, Washington, DC 20224

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Centralized Liens Processing (CLP)------County Recorders Satisfaction Survey
9. Was your office provided a copy of Publication 1468, "Guidelines for Notice of Federal Tax Liens and

Centralized Processing?"
Yes

No

Interactions with Centralized Liens Processing
10. Have you interacted (e.g., by phone, by email, in person) with a CLP operation employee(s) in the last six
months?
Yes
No
Don't know
11. What were your methods of interaction? (Check all that apply.)
Email
U.S. Postal Mail
Express Mail
FAX
Telephone (toll-free)
Other - Please Specify. --> ________________________________
12. Please indicate your preferred method of interaction? (Check only one.)
Email
U.S. Postal Mail
Express Mail
FAX
Telephone (toll-free)
Other - Please Specify. --> ________________________________
13. Please explain why you prefer the choice you indicated in question 12.

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Centralized Liens Processing (CLP)------County Recorders Satisfaction Survey
Please indicate how satisfied you were with telephone interactions. If you did not
interact with a CLP employee(s) via telephone, please skip to Question 22.
14. How satisfied were you with the courtesy of the CLP employee(s)?
Very Dissatisfied

Dissatisfied

Neutral

Satisfied

Very Satisfied

15. How satisfied were you with the information provided by the CLP employee(s)?
Very Dissatisfied

Dissatisfied

Neutral

Satisfied

Very Satisfied

16. How satisfied were you with the clarity of information provided by the CLP employee(s)?
Very Dissatisfied

Dissatisfied

Neutral

Satisfied

Very Satisfied

17. If your responses were "Very Dissatisfied" or "Dissatisfied" for questions 14, 15, or 16, please explain why

18. The CLP employee(s) was able to answer your question(s) on the first phone call.
Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

19. If your question(s) was not answered on the first phone call, how many phone calls did it take for your
question(s) to be answered?
1-2
3-4
5-6
6+
Never got an answer
Do not remember
20. The CLP employee(s) was able to refer you to the appropriate contact(s) if he/she did not know the answer
to your question(s).
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
21. If placed on hold during your phone call(s), ideally what do you believe is an acceptable hold time?
1-2 minutes

3-4 minutes

5-6 minutes

7+ minutes

Do not know

Quality of Recording Payment and Services Rendered
The next set of questions pertains to payment(s) provided by CLP operations. Please
base your responses on the payment received in the last six months.
22. What determines your payment practices?
State Law
County Law or Policy
Discretion of the County Recorder
Other - Please explain. --> ________________________________________

If you answered "Discretion of County Recorder" for Question 22, please answer
Questions 23 and 24. Otherwise, please skip to Question 25.

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Centralized Liens Processing (CLP)------County Recorders Satisfaction Survey
Quality of Recording Payment and Services Rendered

continued

23. Would you prefer to bill the IRS for services rather than getting paid at the time of filing?
Yes

No

24. If you require payment at the time of filing, would you prefer to be paid by:
Check
Direct Deposit to Bank Account
Direct Credit to Card Account
25. Do you know who to contact if you have a lien fee change?
Yes

No

26. How many payment problems have you had with CLP in the past six months?
None

1-5

6 - 10

11 - 15

16 or more

27. If you had payment issues, were you able to resolve them by telephone?
Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

28. How satisfied are you with CLP’s billing procedures?
Very Dissatisfied

Dissatisfied

Neutral

Satisfied

Very Satisfied

29. If you answered "Very Dissatisfied" or "Dissatisfied" as your satisfaction level in question 28, please
explain why:

Overall Satisfaction with Centralized Liens Processing Operations
30. Overall, please indicate how satisfied you are with the services provided by CLP operations.
Very Dissatisfied

Dissatisfied

Neutral

Satisfied

Very Satisfied

31. Please provide any suggestions you may have for CLP to better serve you. Please be specific in the
feedback you offer.

Thank you very much for completing the survey!
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