Attachment A: TAS Survey Instrument (Script) FY 2011
INTRO1.
Hello, this is , calling from ICF Macro International on behalf of the Taxpayer Advocate Service, which is part of the IRS. May I please speak with (name from phone file)?
01 Yes, respondent available
02 No such person (Thank and Terminate)
03 Respondent not available/Not a good time (Set time to call back)
98 REFUSED (SELECTED RESPONDENT)
99 REFUSED (NON-SELECTED RESPONDENT)
T TERMINATE
SP CONTINUE IN SPANISH
Intro2. The Taxpayer Advocate Service is an independent organization within the IRS which helps taxpayers resolve problems with the IRS. I’ll refer to it simply as the Taxpayer Advocate. The Taxpayer Advocate recently worked on a problem that you had with the IRS. Do you recall working with the Taxpayer Advocate?
01 Yes //GO TO INTRO3//
02 DO NOT RECALL / NEVER USED SUCH A SERVICE //Thank and Terminate//
DO NOT READ
88 REACHED CELL PHONE //GO TO CP///
99 REFUSED //TERMINATE//
CP. Would you prefer that I call you back at another number that is more secure or convenient for you?
01 Yes, requested callback at new number //CATI SET CALLBACK and UPDATE//
02 No, requested callback at same number //SET APPOINTMENT//
99 REFUSED //TERMINATE//
Intro3. The Taxpayer Advocate has asked us to conduct a brief survey of people who used their services to get feedback on how they can improve the services they provide to customers like you. I want to assure you that your answers will keep your identity anonymous by ICF Macro International and any data provided to the Taxpayer Advocate will be completely anonymous. Do you have about 10 minutes to speak with me?
01 Yes //Continue//
02 No, REQUESTED CALLBACK //SET APPOINTMENT//
99 REFUSED //Thank and Terminate//
//If the record shows that the call is being made to a cell phone number, continue with CP1, ELSE GO TO BACKGROUND//
CP1. I see that we may have reached you on a cell phone. Is that correct?
01 Yes //Continue with CP2//
02 No //Confirm number is a land line. Skip to BACKGROUND//
99 REFUSED //TERMINATE//
CP2. May we proceed, or would you prefer that I call you back at another number that is more secure or convenient for you?
01 Yes, proceed with survey //Continue to BACKGROUND//
02 No, requested callback at same number //SET APPOINTMENT//
03 No, requested callback at new number //CATI SET CALLBACK and UPDATE//
99 REFUSED //TERMINATE//
[BACKGROUND]
This survey will ask you questions only about your most recent experiences with the Taxpayer Advocate even though you may have had contacts with other areas of the IRS.
A. Before we get started, are you…?
[Read list]
01 The taxpayer who worked directly with the Taxpayer Advocate?
02 A representative or power of attorney working with the Taxpayer Advocate on behalf of [Taxpayer Name]?
99 REFUSED
[USE OF TAS]
1. Was this the first time you have used the Taxpayer Advocate? [Sa]
01 Yes
02 No
98 (DK/Don't recall)
99 (Refused)
2. How did you learn about the Taxpayer Advocate? [S1]
(Allow up to three responses) [DO NOT READ]
01 IRS EMPLOYEE, EITHER IN PERSON OR ON A TOLL-FREE LINE
02 REFERRAL FROM A NON-IRS SOURCE, OR EVENT WHERE TAS WAS DISCUSSED OR DESCRIBED TO PARTICIPANTS
03 REFERRAL FROM A TAX PRACTITIONER, TAX PROFESSIONAL, TAX SERVICE, TAX PREPARATION CLINIC, OR CONGRESSIONAL SOURCE
04 TELEPHONE DIRECTORY LISTINGS
05 TAS OR IRS GENERATED MEDIA—LITERATURE, ADVERTISING, NEWS STORY, OR INTERNET
06 OFFICIAL IRS PUBLICATION OR FORM, OR OFFICIAL NOTICE OR LETTER SENT BY IRS
07 PREVIOUS EXPERIENCE WITH TAS/GENERAL KNOWLEDGE OF TAS AS PROFESSIONAL TAX PRACTITIONER
08 NEVER USED THE TAXPAYER ADVOCATE [04] (THANK & TERMINATE; SAVE CASE ID)
09 TAS CALLED TAXPAYER - REFERRAL SOURCE UNKNOWN
66 OTHER 1________________________________________________
67 OTHER 2 __________________________________________________
68 OTHER 3 __________________________________________________
97 NO MORE
98 DON’T KNOW/DON’T RECALL
99 REFUSED
3. Did you contact anyone else in the IRS before speaking to the Taxpayer Advocate?
01 Yes
02 No
98 (DK/Don't recall)
99 (Refused)
[INITIAL CONTACT WITH TAXPAYER ADVOCATE EMPLOYEE]
Now I'm going to ask you some questions about the Taxpayer Advocate employee who helped you with your problem. I would like to focus solely on the Taxpayer Advocate employee who worked on your problem.
4. When you first spoke to the Taxpayer Advocate employee, did the employee tell you what they would do to help you with your problem?
01 Yes
02 No
96 (Not applicable)
98 (DK/Don't recall)
99 (Refused)
5. Did the Taxpayer Advocate employee who helped you give you an estimate of how long it would take to solve your problem?
01 Yes
02 No
96 (Not applicable)
98 (DK/Don't recall)
99 (Refused)
[If Q5 = 01]
6. Did the Taxpayer Advocate employee solve your problem in the timeframe they told you they would?
01 Yes
02 No
96 (Not applicable)
98 (DK/Don't recall)
99 (Refused)
[SUBSEQUENT CONTACT WITH TAXPAYER ADVOCATE EMPLOYEE]
7. Now, I'm going to read you some statements about the Taxpayer Advocate employee who helped you with your problem. For each one, please tell me if you strongly agree, agree, neither agree nor disagree, disagree, or strongly disagree. The Taxpayer Advocate employee…? [Read and rotate A-H]
5 Strongly agree
4 Agree
3 Neither agree nor disagree
2 Disagree
1 Strongly disagree
96 (Not applicable)
98 (DK/Don't recall)
99 (Refused)
A. Listened to your concerns?
B. Did their best to solve your problem?
C. Kept you informed about progress in solving your problem?
D. Showed their concern about helping you solve your problem?
E. Took responsibility for getting your problem solved?
F Understood all the issues and requests that you presented?
G. Returned your calls?
H. Explained to you why your problem happened?
10. Now I'm going to read you some general statements about the Taxpayer Advocate. Again, please keep in mind that these questions deal just with the organization that worked on solving your problem, the Taxpayer Advocate, and not with other areas of the IRS. Please rate the following statements using the same scale—strongly agree, agree, neither agree nor disagree, disagree, or strongly disagree. How about …? [Read and rotate A-D]
5 Strongly agree
4 Agree
3 Neither agree nor disagree
2 Disagree
1 Strongly disagree
96 (Not applicable)
98 (DK/Don't recall)
99 (Refused)
A. It was easy to reach the person who was helping you at the Taxpayer Advocate by phone.
B. The written correspondence you received from the Taxpayer Advocate was easy to understand.
C. You feel your problem was handled in a reasonable timeframe by the Taxpayer Advocate.
[If Q10C = 1 or 2]
C1. What would have been a reasonable timeframe for the Taxpayer Advocate to have handled your problem?
//MUL CODES 01-03. CODES 04, 05, 98, 99 DISCREET//
DO NOT READ:
____ 01 DAYS
_____ 02 WEEKS
_____ 03 MONTHS
_____ 04 IMMEDIATELY
_____ 05 OTHER, NON-SPECIFIC RESPONSE
98 DON’T KNOW
99 REFUSED
//IF Q10c1=01//
Q10c1_DAYS. ENTER DAYS //RANGE 1-6//
//IF Q10c1=02//
Q10c1_WKS. ENTER WEEKS //RANGE 1-52//
//IF Q10c1=03//
Q10c1_MTHS. ENTER MONTHS //RANGE 1-36//
D. You were treated fairly by the Taxpayer Advocate.
[OVERALL MEASURES]
11. Was your problem solved by the Taxpayer Advocate Service?
[Read List]
01 Yes
02 No
03 Partially
98 (DK/Don't recall)
99 (Refused)
[If Q11 = 02]
11B. Did the Taxpayer Advocate sufficiently explain to you why you did not get the results you wanted?
01 Yes
02 No
03 Partially
98 (DK/Don't recall)
99 (Refused)
12. Thinking only of your experience with the Taxpayer Advocate on your problem and not your other experiences with other parts of the IRS—overall, how satisfied were you with the Taxpayer Advocate? Were you very satisfied, somewhat satisfied, neither satisfied nor dissatisfied, somewhat dissatisfied, or very dissatisfied?
5 Very satisfied
4 Somewhat satisfied
3 Neither satisfied nor dissatisfied
2 Somewhat dissatisfied
1 Very dissatisfied
98 (DK/Don't recall)
99 (Refused)
[If Q12 = 1 or 2]
13. What is the single greatest reason you were dissatisfied with the Taxpayer Advocate?
[DO NOT READ]
[PROBE if multiple reasons given:] If you had to choose only one, what is the most important reason you were dissatisfied?
01 Employee did not keep me informed
02 Employee didn’t do enough to help me (Gave up)
03 Employee was not concerned about my issues (Lack of empathy)
04 Employee was not fair
05 Took too long to solve my problem
06 The process was unfair
07 The laws/rules are unfair
08 Problem isn’t resolved
09 Didn’t receive the outcome I wanted (No refund/No adjustment)
96 Other _______________________________________________________
98 (DK/Don't recall)
99 (Refused)
[If Q12 = 1 or 2 AND sample record indicates “no adjustment”]
15. Did the Taxpayer Advocate explain why they could not give you the help you wanted with your problem?
01 Yes
02 No
96 (Not applicable)
98 (DK/Don't recall)
99 (Refused)
[If Q12 = 4 or 5]
16. What is the single greatest reason you were satisfied with the Taxpayer Advocate?
[PROBE if multiple reasons given:] If you had to choose only one, what is the most important reason you were satisfied?] [DO NOT READ]
01 Employee was very helpful
02 Employee was very informative (Communicative)
03 Employee was concerned about resolving taxpayer’s issues (Empathy)
04 Employee followed through very well
05 Problem was solved in a timely manner
06 Problem was resolved to taxpayer’s satisfaction
96 Other _______________________________________________________
98 (DK/Don't recall)
99 (Refused)
19. Focusing on your entire experience with the Taxpayer Advocate, do you have any SPECIFIC suggestion for how the Taxpayer Advocate could have done a better job for you?
[Probe: What is your most important suggestion or comment?]
01 ENTER RESPONSE //TEXT BOX RANGE 250//
02 NO SUGGESTION
98 (DK/Don't recall)
99 (Refused)
20. As a result of your experience with the Taxpayer Advocate, would you say your impression of the IRS in general is much more positive, a little more positive, about the same, a little more negative, or much more negative?
5 Much more positive
4 A little more positive
3 About the same
2 A little more negative
1 Much more negative
98 (DK/Don't recall)
99 (Refused)
[READ:] That completes our survey; however, we are required by law to report to you the OMB Control Number for this public information request. That number is 1545-1432. I can give you an address if you have any comments about the time estimate for completing the survey or about ways to improve the survey. Would you like the address? (If "Yes", read:) Please write to the Internal Revenue Service, Tax Products Coordinating Committee, Washington, DC 20024.
Those are all of the questions I have. On behalf of the Taxpayer Advocate and ICF Macro International, I would like to thank you for your time.
Q21. INTERVIEWER: IN WHAT LANGUAGE WAS THIS SURVEY CONDUCTED?
ENGLISH
SPANISH
Attachment B: Pre-Notification Letters- English and Spanish Versions
English
«Name»
«Address»
«City», «State» «Zip»
Dear
I am asking for your help in improving the Taxpayer Advocate Service, an independent office within the Internal Revenue Service. We have hired ICF Macro International, an independent company, to call taxpayers or their representatives who have recently used the Taxpayer Advocate Service. In about a week, you will be called by a Macro interviewer and you will be asked to evaluate your experience using the Taxpayer Advocate Service. The survey should take about 10 minutes.
ICF Macro will keep your identity anonymous. Macro will provide your answers to the IRS without your name or other identifying information. Your participation in this survey is critical so that we may improve our customer service for people who seek help in solving their tax-related problems. Your cooperation in answering these questions will help to ensure that taxpayers like you receive fair, courteous, and timely treatment.
I am committed to improving IRS’ service to every taxpayer. Please help me in this effort by providing Macro with your candid feedback.
If you do not want to be contacted or if you have any questions about this study, please call ICF Macro at the following toll-free phone number: 1-800-427-4275.
Sincerely,
Nina E. Olson
National Taxpayer Advocate
Spanish
«Name»
«Address»
«City», «State» «Zip»
Estimado(a)
Estoy solicitando su ayuda para mejorar el Servicio del Defensor del Contribuyente, la cual es una oficina independiente dentro del Servicio de Impuestos Internos (IRS). Hemos contratado a ICF Macro, una compañía independiente, para llamar a contribuyentes o a sus representantes que recientemente utilizaron el Servicio del Defensor del Contribuyente. Aproximadamente dentro de una semana, un entrevistador de Macro le llamará y le pedirá que evalúe su experiencia del Servicio del Defensor del Contribuyente. La encuesta deberá durar aproximadamente 10 minutos.
Macro mantendrá su identidad anonimo. Macro le proporcionará sus respuestas al IRS sin su nombre o ninguna otra información que lo identifique. Su participación en esta encuesta es crítica para que podamos mejorar nuestro servicio al cliente, para las personas que solicitan ayuda para resolver sus problemas relacionados a los impuestos. Su cooperación en contestar estas preguntas ayudará a asegurarle que los contribuyentes como usted reciban servicio justo, cortés, y puntual.
Estoy comprometida a mejorar el servicio del IRS para todos los contribuyentes. Favor de ayudarme a lograrlo proporcionando a Macro su franca opinión.
Si no quiere que le avisemos o si tiene preguntas sobre este estudio, llame a Macro al número gratis.
Atentamente,
Nina E. Olson
Defensora Nacional del Contribuyente
Attachment C: Sampling Plan
TAXPAYER ADVOCATE SERVICE |
|
|
|
CS PLAN - FY 2010 |
Expected 2010 |
|
|
BY OFFICE |
Closure |
Est. Calc. |
Est. Calc. |
|
Count |
Samp |
Error Marg |
AUGUSTA |
487 |
152 |
5.3% |
PORTSMOUTH |
539 |
157 |
5.3% |
BURLINGTON |
368 |
116 |
6.0% |
BOSTON |
1838 |
227 |
4.9% |
PROVIDENCE |
472 |
138 |
5.6% |
HARTFORD |
1613 |
215 |
5.0% |
ATLANTA CAMPUS |
12794 |
268 |
4.7% |
ANDOVER CAMPUS |
5062 |
248 |
4.9% |
KANSAS CITY CAMPUS |
5629 |
235 |
5.0% |
BROOKLYN |
1613 |
216 |
5.0% |
MANHATTAN |
1110 |
190 |
5.2% |
ALBANY |
650 |
166 |
5.3% |
BUFFALO |
3899 |
247 |
4.8% |
CINCINNATI CAMPUS |
6695 |
259 |
4.8% |
AUSTIN CAMPUS |
9348 |
253 |
4.9% |
BROOKHAVEN CAMPUS |
12645 |
258 |
4.8% |
SPRINGFIELD NJ |
2834 |
230 |
5.0% |
PHILADELPHIA |
1508 |
215 |
5.0% |
PITTSBURGH |
1522 |
244 |
4.6% |
PHILADELPHIA CAMPUS |
11054 |
245 |
5.0% |
OGDEN CAMPUS |
10165 |
264 |
4.8% |
CINCINNATI |
1325 |
211 |
4.9% |
LAGUNA NIGUEL |
3461 |
235 |
4.9% |
CLEVELAND |
2855 |
230 |
5.0% |
INDIANAPOLIS |
4517 |
253 |
4.8% |
CHICAGO |
1932 |
220 |
5.0% |
SPRINGFIELD IL |
1057 |
205 |
4.9% |
DETROIT |
3794 |
246 |
4.8% |
MILWAUKEE |
1197 |
212 |
4.9% |
ST PAUL |
922 |
196 |
5.0% |
DES MOINES |
822 |
214 |
4.6% |
ST LOUIS |
5008 |
246 |
4.9% |
FARGO |
457 |
147 |
5.3% |
ABERDEEN |
469 |
164 |
4.9% |
OMAHA |
750 |
183 |
5.0% |
WICHITA |
363 |
118 |
5.9% |
MEMPHIS CAMPUS |
5724 |
239 |
5.0% |
WILMINGTON |
517 |
122 |
6.2% |
BALTIMORE |
3623 |
233 |
5.0% |
DC LTA |
246 |
80 |
7.2% |
RICHMOND |
3226 |
237 |
4.9% |
PARKERSBURG |
628 |
180 |
4.9% |
Office |
Expected Closures |
Sample Size |
Est Calc Error Margin |
GREENSBORO |
2158 |
220 |
5.0% |
COLUMBIA |
1326 |
206 |
5.0% |
ATLANTA |
5046 |
234 |
5.0% |
JACKSONVILLE |
6214 |
242 |
4.9% |
LOUISVILLE |
834 |
195 |
4.9% |
NASHVILLE |
4278 |
233 |
5.0% |
BIRMINGHAM |
1941 |
216 |
5.0% |
JACKSON |
1684 |
214 |
5.0% |
FT LAUDERDALE |
3924 |
232 |
5.0% |
INTERNATIONAL |
1388 |
139 |
6.3% |
LITTLE ROCK |
814 |
188 |
5.0% |
NEW ORLEANS |
1324 |
206 |
5.0% |
OKLAHOMA CITY |
1248 |
210 |
4.9% |
AUSTIN |
1976 |
223 |
4.9% |
DALLAS |
8505 |
247 |
4.9% |
HOUSTON |
5219 |
236 |
5.0% |
HELENA |
465 |
142 |
5.5% |
BOISE |
592 |
157 |
5.4% |
CHEYENNE |
655 |
161 |
5.4% |
DENVER |
2027 |
221 |
5.0% |
ALBUQUERQUE |
489 |
95 |
7.2% |
PHOENIX |
1563 |
216 |
5.0% |
SALT LAKE CITY |
827 |
183 |
5.1% |
LAS VEGAS |
958 |
196 |
5.0% |
FRESNO CAMPUS |
13449 |
259 |
4.8% |
SEATTLE |
4656 |
237 |
5.0% |
ANCHORAGE |
1092 |
203 |
5.0% |
PORTLAND |
2623 |
226 |
5.0% |
OAKLAND |
4752 |
249 |
4.8% |
LOS ANGELES |
3512 |
234 |
5.0% |
HONOLULU |
697 |
165 |
5.3% |
|
220,974 |
15,099 |
|
Taxpayer Advocate Service Fiscal Year 2011 Customer Satisfaction Survey
-
| File Type | application/msword |
| File Title | OMB Submission Format and Check List |
| Author | MIC |
| Last Modified By | qhrfb |
| File Modified | 2010-07-15 |
| File Created | 2010-06-23 |