OMB # 1545-1432
Attachment A. Email Invitation to Participate
The Internal Revenue Service (IRS) is interested in gathering information to better understand your needs and your interactions with the IRS to improve IRS services. We are seeking participants to take an online survey about this topic. The survey will take approximately 30 minutes to complete. This is NOT a survey about a specific case. This is an opportunity for you to help the IRS improve services to taxpayers. Your participation with this research is voluntary and your personal information will be kept strictly private to the extent allowed by law. In fact, no survey responses will be tied to any individuals. Your help on this project would be very much appreciated. As a token of our appreciation for your time, you will receive 50,000 points.
Attachment B. IRS WIRA TAB Conjoint Survey Questionnaire
IRS TAB Conjoint Update
June 2011
- Study Details -
[display]
This survey will take approximately 30 minutes to complete. Participation in this survey is completely voluntary.
[display]
Welcome to the IRS Tax Assistance Survey. The IRS is interested in understanding your needs and preferences for IRS service. We hope that you will find this survey interesting. Thank you very much for your responses.
For most of the questions in this survey, there are no right or wrong answers. We are simply interested in your opinions.
[radio]
[prompt if skip]
1. Who is the adult, aged 18 or older, in the household who is the most familiar with filing last year’s federal income tax returns for your household?
Myself (Continue)
Myself and other adult equally (Continue)
No, someone else in household (Terminate)
Didn’t file taxes last year (Terminate)
[radio]
[prompt if skip]
2. Are you currently employed by the IRS?
Yes – (Terminate)
No - (Continue)
(If terminate say) Thank you for your time. Unfortunately, you are not eligible for this survey.
(If Continue, go to Q3)
Demographic Questions
3. Who was the main person who prepared your most recent tax return? Was it: [Select only one] (Must select one)
You (yourself) (go to Q3a)
A Paid Preparer (such as H&R Block, Jackson Hewitt, accountant or CPA) (go to Q3b)
An Unpaid Preparer (friend, relative, colleague, or IRS representative at a Volunteer Tax Assistance site) (go to Q3c)
[radio]
[If you/yourself in Q13a]
[prompt if skip]
Q3a. For this most recent tax return, did you use computer software to prepare your taxes, or did you prepare them by hand?
Used software
Prepared by hand
[radio]
[If yes to paid preparer in Q13a]
[prompt if skip]
Q3b. For this most recent tax return, did you use a tax preparation firm like H&R Block or Jackson Hewitt, or did you use an independent practitioner like an accountant or CPA?
Tax preparation firm (such as H&R Block or Jackson Hewitt)
Independent preparer (accountant or CPA)
[radio]
[If yes to unpaid preparer in Q13a]
[prompt if skip]
Q3c. For this most recent tax return, who prepared your taxes free of charge?
Free Volunteer Tax Assistance site or Tax Counseling for the Elderly site (show only if page>=55 or if q3<36k or q3a=1,2 or -1)
Local IRS Office (show if q3<36K or q3a=1,2 or –1)
Friend or relative
[radio]
[prompt if skip][do not show if q3a=2]
4. For this most recent tax return, did you send your return or have your return sent to the IRS by paper via regular mail or electronically?
Regular mail
Electronic mail (E-file)
Create data only variable based on Q3 and Q4:
CURRENT:
1=myself using software and was mailed by regular mail
2=myself using software and was efiled
3=myself by hand and was mailed by regular mail
4=a tax preparation firm and was mailed by regular mail
5=a tax preparation firm and was efiled
6=an independent preparer and was mailed by regular mail
7=
an independent preparer and was efiled
8=a free site and was
mailed by regular mail
9= a free site and was efiled
10=a local IRS Office and was mailed by regular mail
11= a local IRS Office and was efiled
12=a friend or relative and was mailed by regular mail
13=a friend or relative and was efiled
Create data only variables:
SELF-PREP BY HAND:
1 = SELF-PREP BY HAND (CURRENT variable = 3)
2 = ALL OTHER PREP METHODS (CURRENT variable not equal to 3)
random selection ratios:
if self-prep=1, then X go to q5.
if self-prep = 2, then X of them go to q5.
If not selected, terminate here.
[radio]
5. Which category best describes your total household income for the past 12 months? Please include your income plus the income of all members living in your household (including cohabiting partners and armed forces members living at home). Please count income before taxes, including income from all sources (such as wages, salaries, tips, net income from a business, dividends, child support, alimony, and Social Security, pensions, or retirement benefits).
Less than $30,000
$30,000 to $35,999
$36,000 to $49,999
$50,000 to $61,999
$62,000 to $99,999
$100,000 or more
[radio]
6. How well do you read English?
Very well
Well
Not well
Most Recent Federal Tax Filing Situation
[radio]
[prompt if skip]
7. Which of the following best describes your filing status for your most recent federal tax return? [Select only one]
Single
Married, filing jointly
Married, filing separately
Head of household (single with dependent parent or child)
Qualifying widow(er) with dependent children
Don’t know/not sure
[number box five digits]
[prompt if skip]
8. What is the zip code where you lived when you filed your most recent federal tax return? _______________
[radio]
[prompt if skip]
[hyperlink the blue text to form images]
9. Which of the following forms did you use when you filed your most recent federal tax return?
If you are unsure which form you used, you may click on the names below to see an image of the forms. If you do not recall and have the form available, you may choose to pause the survey and verify the form you used to file your most recently filed tax return. [Select only one]
Short form 1040EZ – did not itemize deductions
Short form 1040A – did not itemize deductions
Long form 1040 without other forms or schedules
Long form 1040, with other forms or schedules
Long form, don’t remember if had other forms/schedules
Don’t know
[radio]
[prompt if skip]
10. Is the most recently filed tax return the FIRST federal tax return that you have filed?
Yes
No
[radio]
[prompt if skip]
We are going to ask you to think about when you might get information or help from the IRS and how the IRS offers to help taxpayers. The main methods are: phoning the IRS Toll Free line, visiting the www.irs.gov Web Site, sending a letter in the mail, Social Media websites, and Smart phone applications. We are going to describe each of these to you and later we will ask you to tell us when you might use them. Please note that these methods are either currently available or may be available to you in the future.
[radio]
One method of help is the IRS Toll-Free assistance line, which offers an automated self-help menu and access to live phone assistants called Customer Service Representatives.
11. Have you tried calling the IRS Toll Free line in the last two years?
Yes
No
[radio]
[If Q11=yes]
Q11a For the most recent interaction, did you……?
Need to talk to the Customer Service Representative
Use the automated menu responses with no live assistance needed
[radio]
Next, let’s talk about the IRS Web Site that can be reached at www.irs.gov. You must have Internet access to use the IRS Web Site. Once at the Web Site, you can browse through different pages to find information about filing taxes or use interactive tools where you input information to complete tasks (i.e. make a payment, get answers to tax law questions, etc.).
12. Have you visited the IRS Web Site in the last two years?
Yes
No
[radio]
[If Q12=yes]
Q12a For the most recent visit, did you……?
Browse through different pages to find and read information
Use an interactive tool to get the answer to a tax law question or complete a task
[radio]
The IRS has recently begun posting information on Social Media websites, like Twitter, Facebook and Youtube. You must have Internet access to visit these websites. For Facebook and Twitter, you must also have or create an account.
13. Have you visited Social Media websites (i.e. Twitter, Facebook, Youtube, etc.) in the last two years?
Yes
No
[checkbox]
[If Q13=yes]
Q13a Which site or sites have you visited……? [Select all that apply.]
Youtube
Other
[radio]
The IRS has begun offering apps for Smart Phones. A Smart Phone is a device that a person can use to make telephone calls, but also adds in features that you might find on a personal digital assistant or a computer. Examples of Smart Phones include the Android or iPhone. Individuals can download apps for Smart Phones that allow them to complete tasks or get information. An example of a current Smart Phone application offered by the IRS is the ability to check the status of your refund.
14. Do you currently own a Smart Phone?
Yes
No, but I am considering buying one
No, and I am not considering buying one
15. The IRS also answers questions through regular mail. Have you sent a letter to the IRS with a tax question in the last two years?
Yes
No
[grid]
[show header at top middle and bottom of screen]
[prompt if skip]
16. People need help with many problems related to taxes. For each of the problems listed, indicate if you ever felt the need to get help as you were doing your taxes.
Getting a form or publication. For example, obtaining a copy of Schedule A for claiming deductions.
Yes No
Getting information about a notice you received from the IRS. For example, finding out what to do about a notice saying you may owe taxes or that an error was made in completing your return.
Yes No
Getting Tax Return Preparation Assistance. For example, getting personalized education on completing a tax return, including how to fill out a schedule or line item.
Yes No
Answering tax law questions. For example, finding out how many dependents to claim or when to itemize deductions
Yes No
Getting refund information. For example, finding out how long it will take to receive your tax refund
Yes No
Getting prior year return information. For example, getting a transcript or record of your tax information from a prior year tax return.
Yes No
Getting information about payments. For example, finding out where to send a payment or how to establish an installment agreement to monthly pay-off the taxes you owe.
Yes No
Applying for a Taxpayer ID Number or an Employer ID Number. .
Yes No
create data only variables:
Service1=1-8: randomly select from items marked “yes” above.
Service2=1-8: randomly select from items markted “no or skip” above.
if no item is selected “yes”, then randomly select two and assign them to be “service1” and “service2”.
if no item is selected “no”, then randomly select two and assign them to be “service1” and “service2”.
IRS Tax Assistance Methods: Service Channels and Contact Type
[display]
Now we want to explain a few terms that will be used for the rest of this survey. These will have different meanings depending on whether the help comes from the IRS Toll-Free line, the IRS Web Site, Social Media websites, Smart Phone applications, or regular mail.
17. <in yellow>Access time </in yellow>means time waiting to receive service.
For the IRS Toll-Free line, it is the time you wait on hold if you talk with a representative. If you use the automated phone system, it is the time it takes you to find the right menu choice.
For browsing the Web Site, it is the time to find the right section, excluding the time to read and understand the answer. When using the Web Site to communicate with the IRS, it is the time to access the chat area, write your question and wait to receive an initial response.
[number box 1-999]
Q17a (if Q11a=1) During your most recent call to the IRS Toll-Free line, approximately how many minutes were you on hold? _____(minutes)
[number box 1-999]
Q17b (if Q11a=2) During your most recent call to the IRS Toll-Free line, approximately how many minutes did it take you to find the right menu choice? _____(minutes)
[number box 1-999]
Q17c (if Q12a=1) During your most recent visit to the IRS Web Site, approximately how many minutes did it take you to find the right section, excluding the time to read and understand the answer? _____(minutes)
[number box 1-999]
Q17d (if Q12a=2) During your most recent visit to the IRS Web Site, approximately how many minutes did it take you to find the interactive tool? _____(minutes)
[radio]
Q17e. Access times vary depending on how you contact the IRS, usually ranging from 1 to 100 minutes. How pleased would you be if the access time waiting to speak with a representative was 15 minutes?
Access Time |
Very Displeased | Somewhat Displeased |
Neutral |
Somewhat Pleased |
Very Pleased |
15 min |
|
|
|
|
|
[display]
18. <in yellow>Service time </in yellow>means time to get your question answered.
For the IRS Toll-Free line, it is the time it takes for a representative to answer your question once you have reached that person. If you are using the automated menu, it is the time it takes you to listen to and understand the answer after you have reached the right menu choice.
For using an interactive tool over the IRS Web Site, it is the time it takes for you to complete the tool, and read and understand the answer. For browsing the Web Site, it is the time to read and understand the answer after you have reached the right section.
For Social Media, it is the time it takes for you to read and understand the answer to your question.
For Smart Phone applications, it is the time it takes you to use the application and read and understand the answer.
For regular mail, it includes the time from when you mailed a letter or your response to an IRS notice and/or IRS letter until the time you received a reply from the IRS.
[number box 1-999]
Q18a (if Q11a=1) During your most recent call to the IRS Toll-Free line, approximately how many minutes did it take the Customer Service Representative to answer your question? _____(minutes)
[number box 1-999]
Q18b (if Q11a=2) During your most recent call to the IRS Toll-Free line, approximately how many minutes did it take you to read and understand the answer to your question after you reached the right menu choice? _____(minutes)
[number box 1-999]
Q18c (if Q12a=1) During your most recent visit to the IRS Web Site, approximately how many minutes did it take for you to read and understand the answer to your question after you reached the right section? _____(minutes)
[number box 1-999]
Q18d (if Q12a=1) During your most recent visit to the IRS Web Site, approximately how many minutes did it take for you to complete the tool and read and understand the answer to your question? _____(minutes)
[number box 1-365]
Q18e (if Q35=yes) From the letter you sent to the IRS about a tax question, approximately how many days did it take from when you mailed the letter until the time you received a final reply? _____(days)
[radio]
Q18f. Service times for the speaking with a representative at a local IRS office, Toll-Free line and through the Web Site usually range from 1 to 30 minutes. Service time for regular mail is typically 30 to 60 days. How pleased would you be if the service time for an IRS representative to answer your question over the phone was 15 minutes?
Servicing Time |
Very Displeased |
Somewhat Displeased |
Neutral |
Somewhat Pleased |
Very Pleased |
15 min |
|
|
|
|
|
[radio]
19. <in yellow>Hours of Availability</in yellow> mean the time periods when service is available with an IRS representative. The hours of access usually range from “regular business hours” to “regular business hours, evenings and weekends”. How pleased would you be if the hours of access were “regular business hours plus evenings”?
Hours of Access |
Very Displeased |
Somewhat Displeased |
Neutral |
Somewhat Pleased |
Very Pleased |
Regular business hours plus evenings |
|
|
|
|
|
[radio]
20. Getting <in yellow>complete resolution during </in yellow>first contact means the chances that your question was completely answered the first time (either with the first time you spoke with a representative at a local IRS office or on the phone, the first time you visited the Web Site, or the first time you mailed a letter to the IRS).
[number box 0-100]
Q20a (if Q11a=1) During your most recent call to the IRS Toll-Free line, what do you believe were the chances that your question was completely answered the first time you spoke with a representative? _____(0-100%)
[number box 0-999]
Q20b (if Q11a=2) During your most recent call to the IRS Toll-Free line, what do you believe were the chances that your question was completely answered the first time you used the automated menu responses? _____(0-100%)
[number box 0-999]
Q20c (if Q12a=1) During your most recent visit to the IRS Web Site, what do you believe were the chances that your question was completely answered the first time you visited the Web Site? _____(0-100%)
[number box 0-999]
Q20d (if Q12a=2) During your most recent visit to the IRS Web Site, what do you believe were the chances that your question was completely answered the first time you visited the Web Site? _____(0-100%)
[number box 0-999]
Q20f (if Q15=yes) From the letter you sent to the IRS about a tax question, what do you believe were the chances that your question was completely answered the first time you mailed the letter to the IRS? _____(0-100%)
Q20g. Typically, the chance that your question is completely answered the first time ranges from 75% to 95%. How pleased would you be if the chance that your question was completely answered the first time was 85%?
Chance of Getting Resolution during first contact |
Very Displeased |
Somewhat Displeased |
Neutral |
Somewhat Pleased |
Very Pleased |
85% |
|
|
|
|
|
[radio]
21. <in yellow>Personal information required </in yellow> means information about yourself or your tax situation that you must tell the representative or enter into an automated phone line or online interactive tool. This could range from a person’s Social Security Number to their name, date of birth, or marital status. How pleased would you be if you had to give your Social Security Number to complete a task?
Personal Information Required |
Very Displeased |
Somewhat Displeased |
Neutral |
Somewhat Pleased |
Very Pleased |
Social Security Number |
|
|
|
|
|
[grid]
[show header at top middle and bottom of screen]
[prompt if skip]
22a. Now we’d like you to imagine that you are faced with this problem: <in yellow> [Service1] </in yellow> and would like to contact the IRS to resolve the issue.
Please select whether you’d use any of the following ways of getting assistance from the IRS, choosing always, sometimes, rarely, or never for each row. Please note that these methods are either currently available or may be available to you in the future.[Choose one response per row]
Always Sometimes Rarely Never
Visiting a local IRS office and talking face-to-face with an IRS representative
Visiting a local IRS office and using the self-service (without talking with an IRS representative) (show if service1=1)
Phoning the Toll-Free line and talking with a live Customer Service Representative
Phoning the Toll-Free line and only using the automated voice menu responses (show if service1=1,3,4,5,6,7)
Using the IRS www.irs.gov Web Site on the Internet and communicating with an IRS representative through a live chat session
Using the IRS www.irs.gov Web Site on the Internet and only browsing for information, no communication with IRS representative (show if service1=1,3,4,5,6,7,8)
Sending a letter to the IRS via regular mail
[show if more than 4 items were selected in always, sometimes, rare in Q41a]
22b1. Of the following, which way are you MOST likely to use to get assistance from IRS to resolve this tax related problem: <in yellow> [service1] </in yellow>?.
22b2. Of the following, which way are you MOST likely to use to get assistance from IRS?.
[show items not selected in Q21b1]
22b3. Of the following, which way are you MOST likely to use to get assistance from IRS?.
[show items not selected in Q21b2]
22b4. Of the following, which way are you MOST likely to use to get assistance from IRS?.
[show items not selected in Q22b3]create data only variable:
METHODA1
METHODA2
METHODA3
METHODA4
IF Q22b1-4 Not shown:
If one item selected on Q22a, then METHODA1-4=one item
If two items selected on Q22a, then randomly assign the two items (twice each item) to METHODA1-4.
If three items selected on Q22a, then one of the items be repeated twice. Randomly assign the four items to METHODA1-4
if four items selected on Q22a, then randomly assign the four items to METHODA1-4
If no item selected on Q22a, then randomly select four methods, PROVIDED the method is available for the chosen [Service1]
IF Q22b1-4 shown:
If Q22b1-4 not skipped, randomly assign answers from Q22b1-4 to METHODA1-4
If Q22b4 skipped, randomly assign answers from Q22b1-3 and one from the unselected remaining item from Q22b3 to METHODA1-4
If Q22b3 skipped, randomly assign answers from Q22b1-2 and two from the unselected remaining items from Q22b2 to METHODA1-4
If Q21b2 skipped, randomly assign answer from Q22b1 and three from the unselected remaining items from Q22b1 to METHODA1-4
If Q22b1 skipped, randomly assign four items from Q22b1 to METHODA1-4
23-27. Please assume that your problem is: <in yellow> [service 1] </in yellow>.
You need to contact the IRS to resolve this issue. Each of the next five screens will show you four ways to resolve it, one in each column. Each of the four ways on each screen will have different characteristics. Please compare all of the four approaches and choose the one you MOST prefer on each screen.
Your actual experience will likely differ from the specifics we will show you. There is no right or wrong answer. We are only interested in how you would react to the different approaches and characteristics.
Which of the following four approaches would you MOST prefer to resolve the service need <in yellow>“[service1]” </in yellow>?
[create hyperlinks based on Q17 to Q21]
IRS Tax Assistance Method |
METHODA1
|
METHODA 2 |
METHODA3 |
METHODA4 |
Access Time |
Not applicable |
To find the right menu choice 3 minutes |
To find the right section 15 minutes |
Not applicable |
Servicing Time |
5 minutes |
To listen to and understand answer 3 minutes |
To read and understand answer 1 minute |
To receive reply 45 days |
Hours of Availability |
24 hours, 7 days |
24 hours, 7 days |
24 hours, 7 days |
NA |
Percent First Contact Resolution |
85% |
95% |
75% |
95% |
Personal Information Required |
None |
Social Security Number |
Marital Status |
Social Security Number |
|
* |
* |
* |
* |
[grid]
[show header at top middle and bottom of screen]
[prompt if skip]
28a. Thanks for those answers. We are almost at the end of the survey.
Now we would like you to imagine that you have a different tax related problem: <in yellow> [service2] </in yellow> and you would like to contact the IRS to resolve the issue.
Please select whether you’d use any of the following ways of getting assistance from the IRS, choosing always, sometimes, rarely, or never for each row. Please note that these methods are either currently available or may be available to you in the future.[Choose one response per row]
Always Sometimes Rarely Never
Visiting a local IRS office and talking face-to-face with an IRS representative
Visiting a local IRS office and using the self-service (without talking with an IRS representative) (show if service2=1)
Phoning the Toll-Free line and talking with a live Customer Service Representative
Phoning the Toll-Free line and only using the automated menu responses (show if service2=1,3,4,5,6, 7)
Using the IRS www.irs.gov Web Site on the Internet and communicating with an IRS representative through a live chat session
Using the IRS www.irs.gov Web Site on the Internet and only browsing for information, no communication with IRS representative (show if service2=1,3,4,5,6,7,8)
Sending a letter to the IRS via regular mail
[show if more than 4 items were selected in always, sometimes, rare in Q48a]
28b1. Of the following, which way are you MOST likely to use to get assistance from IRS to resolve this tax related problem: <in yellow> [service2] </in yellow>?.
28b2. Of the following, which way are you MOST likely to use to get assistance from IRS?.
[show items not selected in Q28b1]
28b3. Of the following, which way are you MOST likely to use to get assistance from IRS?.
[show items not selected in Q28b2]
28b4. Of the following, which way are you MOST likely to use to get assistance from IRS?.
[show items not selected in Q28b3]
[display]
create data only variable:
METHODB1
METHODB2
METHODB3
METHODB4
IF Q28b1-4 Not shown:
If one item selected on Q28a, then METHODB1-4=one item
If two items selected on Q28a, then randomly assign the two items (twice each item) to METHODB1-4.
If three items selected on Q28a, then one of the items be repeated twice. Randomly assign the four items to METHODB1-4
if four items selected on Q28a, then randomly assign the four items to METHODB1-4
If no item selected on Q28a, then randomly select four methods, PROVIDED the method is available for the chosen [Service2]
IF Q28b1-4 shown:
If Q28b1-4 not skipped, randomly assign answers from Q28b1-4 to METHODB1-4
If Q28b4 skipped, randomly assign answers from Q28b1-3 and one from the unselected remaining item from Q28b3 to METHODB1-4
If Q28b3 skipped, randomly assign answers from Q28b1-2 and two from the unselected remaining items from Q28b2 to METHODB1-4
If Q28b2 skipped, randomly assign answer from Q28b1 and three from the unselected remaining items from Q28b1 to METHODB1-4
Please continue to assume that your problem is: <in yellow> [service2] </in yellow>.
On each of next five screens, we will show your four approaches to resolve this problem. Please compare the four approaches on each screen and choose the one you MOST prefer.
[radio]
IRS Tax Assistance Method |
METHODB1
|
METHOD B2 |
METHODB3 |
METHODB4 |
Access Time |
Not applicable |
To find the right menu choice 1 minute |
To find the right section 5 minutes |
Not applicable |
Servicing Time |
15 minutes |
To read and understand answer 5 minutes |
To read and understand answer 1 minute |
To receive reply 30 days |
Hours of Availability |
Regular Business Hours |
24 hours, 7 days |
24 hours, 7 days |
NA |
Percent First Contact Resolution |
95% |
85% |
75% |
95% |
Personal Information Required |
Date of Birth |
None. |
Social Security Number |
Marital Status |
|
* |
* |
* |
* |
[text box]
34. Do you have any final comments about how you’d like to receive IRS services and information?
___________________________________________________________
___________________________________________________________
[radio]
34a How difficult was this survey to complete?
Not at all difficult
Not very difficult
Somewhat difficult
Very difficult
[text box]
[if 34a=3 or 4]
34b What was particularly difficult for you?
___________________________________________________________
___________________________________________________________
[display]
You have reached the end of the survey. Thank you for participating in this research.
Your feedback is very valuable.
The Paperwork Reduction Act requires IRS to display an OMB Control Number (1545-1432) on all public information requests. If you have any comments regarding the time estimates associated with this study or suggestions for making this process simpler, please write to the Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP, 1111 Constitution Ave. NW, Washington, DC 20224.
| File Type | application/msword |
| File Title | STATEMENT OF WORK |
| Author | Don Wilt |
| Last Modified By | qhrfb |
| File Modified | 2011-02-28 |
| File Created | 2011-02-14 |