Surveys of individuals CS-11-309 through 312, 326, 328, 336

OMB No. 1545-1432

Video Conferencing Survey

Our goal is to provide the best service possible. Please take a few minutes to complete the following survey regarding your
video conference experience. Your responses/comments will enable us to see how the virtual face-to-face interaction is
working overall and find out how we can improve.
1. Tell us how much you agree or disagree with the following statements. Please base your answers only on your
experience with the video conferencing and the Taxpayer Advocate Service (TAS) employee who spoke with you
on the video & equipment today.

Strongly
Disagree Neutral
Disagree

I found the video conferencing equipment easy to use.

I am willing to use this equipment again.

I was able to use this technology to discuss my issue or need for
assistance with the Taxpayer Advocate Service.

I would recommend use of this equipment to another person.

Today’s video interaction improved my opinion of the IRS.

I had enough privacy to discuss my tax issues.

Agree

Strongly
Agree

I was comfortable discussing my tax issues using the virtual
equipment.

The location of the video conferencing site is convenient for me.

I needed the ability to provide documents during my video conference.

I needed the ability to receive documents during my video conference.

I found video conferencing to be a good way for interacting with
the Taxpayer Advocate Service.

2. When thinking about your experience with the video conference, how satisfied were you with the:

Picture Clarity

Audio Clarity

Flow and Timing of Communication

Availability of the Equipment

Overall Video Conference Experience

Very
Disatisfied Neutral
Dissatisfied

Satisfied

Very
Satisfied

3. When communicating with TAS, I would prefer to: (Please rank in order of preference from 1 to 6, with 1 as the most

preferred method)

Use video conferencing

___

Use the telephone

___

Correspond through regular mail

___

Correspond through fax

___

Meet face-to-face ___ Other: _________________
___
4. What is your age? (Check your response)

18 to 24 years

45 to 54 years

75 to 84 years

25 to 34 years

55 to 64 years

85 years and over

35 to 44 years

65 to 74 years

OMB No. 1545-1432

5. What was your annual household income last year? (Check your response)

$15,000 or less

$25,001 to $35,000

$50,001 to $75,000

$15,001 to $25,000

$35,001 to $50,000

$75,001 to $100,000

$100,001 or more

6. On your most recent return, did you claim Earned Income Tax Credit (EITC)? (Check your response)

No Unsure Yes
7. What is your primary language? (Check your response)

English Chinese Russian

Vietnamese

American Sign Language

Spanish

Other: __________

8. What is the highest level of education you have attained? (Check your response)

Some high school or less

Some college - no degree

4-year college degree

High school graduate

2-year college or technical school degree

Post-graduate degree

9. About how long did it take you to travel to this location?

1 to 15 minutes

31 to 45 minutes

16 to 30 minutes

46 to 60 minutes

Over 60 minutes

10. Do you have any comments or suggestions regarding the virtual conference service, including how we can improve
the experience and your opinions on how it compares to in-person assistance?
__________________________________________________________________________________________________
__________________________________________________________________________________________________
Thank you for completing this survey. We will use this information to improve our service.
Use the pre-addressed, postage-paid envelope attached to the survey to return your response, or mail it to:

ATTN: Taxpayer Advocate Service VSD CSS
Internal Revenue Service
68 Sewall Street
Augusta, ME 04330

The Paperwork Reduction Act requires that the IRS display an OMB control number on all public information requests
along with the address where you can send comments regarding the study. The OMB number for this study is 1545-1432.
If you have any comments regarding this study, please write to:

IRS, Tax Product Coordinating Committee,
SE:W:CAR:MP:T:T:SP, 1111 Constitution Avenue, NW,
Washington, DC 20224