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[IRS DEPARTMENT LETTERHEAD]
[DATE]
Primary Nm
Primary Cont Nm
Primary Address
Primary City Nm, Primary State CD, Primary Zip CD
Dear IRS Government Entity Examination (Audit) Customer:
I need your help with an important initiative we are undertaking to improve our service to America’s
taxpayers.
IRS recently completed an examination (audit) of your government entity. In a few days, you will
receive a survey asking your opinions about your experience and the service you received from IRS.
If you are not the person who had the most contact with the IRS on this matter, please direct the survey
to the person who did.
This brief survey should take less than 8 minutes to complete. Your answers will be combined with
others to give us an evaluation of customer satisfaction with IRS service.
An independent research company, ICF International, will administer the survey and will keep your
responses anonymous to the IRS. No identifying information will be associated with your responses.
Your responses will be compiled with those of other recent customers and reported only in the
aggregate to the IRS.
We are committed to improving service to every customer. Please help me in this effort by completing
and returning the survey as soon as possible.
Sincerely,
Sarah Hall Ingram
Commissioner
Tax Exempt and Government Entities Division
L1_13908-A
ICF International/Scantron
IRS Customer Survey
P.O. Box 64529
St. Paul, MN 55164-0529
[DATE]
Primary Nm
Primary Cont Nm
Primary Address
Primary City Nm, Primary State CD, Primary Zip CD
Dear JOHN Q & MARY Q SAMPLE:
A few days ago you received a letter from IRS, Tax-Exempt and Government Entities Commissioner
Sarah Ingram asking for your help with an important research project. The Internal Revenue Service
(IRS) is committed to improving its performance and service to the American public. As part of this
process, we are administering a nationwide survey to gather reliable information from those who have
had contact with IRS employees and services.
Your name was selected through a scientific random sampling process to receive this survey because
IRS recently completed an examination (audit) of your government entity. We want to know your
opinions regarding that experience and the service you received from IRS. Your responses are critical
to the accuracy of this evaluation of the IRS’s service. If another person was primarily responsible
for dealing with the IRS on this matter, please pass this survey on to them and encourage them to
respond.
Your participation is voluntary. An independent research company will keep your responses
anonymous to the IRS. Your responses will be grouped with others, so that no individual reply can
be traced back to a person or case number. No identifying information will be associated with your
responses.
This brief survey should take less than 8 minutes to complete. Use the postage-paid reply envelope
to return your completed survey. If you have any questions or concerns, please feel free to call ICF
International toll-free at 1-866-287-5762 or e-mail us at [email protected].
To verify the authenticity of this survey, please visit IRS.gov and enter the search term ‘customer
surveys.’ The IRS Customer Satisfaction Survey page contains a list of valid, current and unexpired,
IRS surveys and as of this issuance should provide a reference to TE/GE Federal, State, & Local
Governments Examinations.
Thank you in advance for your cooperation. Your honest opinions will help bring about improvements
in service for all government entities.
Sincerely,
Sherri Settle
Project Director
ICF International
L2_13908-A
OMB# 1545-1432
Internal Revenue Service (IRS) Customer Satisfaction Survey
Federal, State And Local Government (FSLG) Examination
You can help the IRS improve its service to the public by answering the questions below. This voluntary survey takes less than
8 minutes to complete.
Your responses will be kept anonymous to the IRS. Only aggregate information will be provided to the IRS.
The following questions ask your opinion regarding your most recent IRS government entity examination. Regardless of whether
you agree or disagree with the final outcome, please mark the appropriate box on the scale (where 1 means “Very Dissatisfied”
and 7 means “Very Satisfied”) or next to the response that best applies to you.
Overall Satisfaction
Very
Dissatisfied
Very
Satisfied
Don’t Know
Not Applicable
1 2 3 4 5 6 7
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
2. Overall, how satisfied are you with the length of the examination
process, from first notice through final resolution?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
3. Overall, how satisfied are you with how well the IRS communicated
with you throughout the examination process?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
4. Overall, how satisfied are you with the IRS specialist assigned to
your case?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
1. How would you rate your overall satisfaction with the way your case
was handled by the IRS, regardless of whether you agree or disagree
with the final outcome?
5. How did your opinion of the IRS change as a result of this examination?
¡ Better
¡ Stayed the same
¡ Worse
Notification Letter/Call
Very
Dissatisfied
Very
Satisfied
Don’t Know
Not Applicable
1 2 3 4 5 6 7
6. How well the notification letter communicated the examination
process to you?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
7. The explanation of what would be required of you during the
initial meeting?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡
How satisfied are you with…
8. The time given you to prepare for the initial meeting?
9. The amount of time you had to spend preparing for the initial meeting?
10. Did the IRS specialist contact you by telephone in addition to sending
a notification letter?
¡ Yes
¡ No
Form 13908-A (Rev. 8-2011)
Cat. No. 50611T
Please continue on next page
Department of the Treasury-Internal Revenue Service
Initial Meeting/Opening Conference
For this section please respond based on your interaction
with the IRS specialist at the initial meeting.
11. Overall, how satisfied are you with the initial meeting?
Very
Dissatisfied
1
2
3
4
5
6
Very
Satisfied
Don’t Know
Not Applicable
7
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
15. How well the IRS specialist listened to your concerns?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡
¡
¡
16. The explanation of your organization’s rights in the
examination process?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
17. How thoroughly the IRS specialist answered your questions?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
18. The amount of information you were asked to provide during
the initial meeting?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
19. The reasonableness of the IRS specialist’s requests during the
initial meeting?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
How satisfied are you with…
12. The courtesy of the IRS specialist?
13. The knowledge of the IRS specialist?
14. The explanation of the examination process?
PLEASE COMPLETE THIS SECTION ONLY IF AN IRS SPECIALIST ASKED YOU TO
PROVIDE ADDITIONAL INFORMATION AFTER THE INITIAL MEETING.
Subsequent Interaction(s) With The IRS
Very
Dissatisfied
1
How satisfied are you with…
2
3
4
5
6
Very
Satisfied
Don’t Know
Not Applicable
7
20. The consideration given to the information you provided
previously (e.g., during the initial meeting)?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
21. The description of the additional information the IRS needed
to complete the examination process?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
22. The explanation of why additional information was requested?
23. The time given you to respond to additional IRS request(s)?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡
24. The amount of time you had to spend responding to IRS request(s)
for additional information?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
25. Communications about the status of your examination after you
had provided the requested information?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
26. The timeliness of the IRS specialist in responding to your inquiries?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
27. How many requests for additional information did you have following
your initial meeting?
¡ None
¡ One
¡ Two
¡ Three or more
28. If you answered one or more to Question 27 above, thinking about the most useful information exchange you had during your
subsequent interactions with the IRS, was this exchange accomplished by: (Check all that apply)
¡
Telephone
¡
In-Person
¡
Mail/Fax
Final Resolution
29. Before you received a closing letter, was there a personal interaction from the agent regarding resolution of the case?
¡
Yes
¡
No
Form 13908-A (Rev. 8-2011)
Cat. No. 50611T
Please continue on next page
Department of the Treasury-Internal Revenue Service
Very
Dissatisfied
1
How satisfied are you with…
2
3
4
5
6
Very
Satisfied
Don’t Know
Not Applicable
7
30. The ease of understanding the examination letter/report you received?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
31. The explanation of the adjustments/resolution of the examination?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
Other Information
32. What type of government entity do you represent?
¡ Federal
¡ State
¡ Local
33. For this examination, were you . . .
¡ An employee/officer of the organization? [Skip to Question 35]
¡ A designated third-party representative/power of attorney (POA)?
ANSWER ONLY IF YOU ARE A DESIGNATED THIRD-PARTY REPRESENTATIVE/POWER OF ATTORNEY (POA)
Very
Consistent
Very
Inconsistent
How satisfied are you with…
1
34. If you are a designated third-party representative/power of attorney,
how consistent was the IRS in its handling of this examination compared
with other examinations in which you have participated in the past year?
2
3
4
5
6
7
¡ ¡ ¡ ¡ ¡ ¡ ¡
Don’t Know
Not Applicable
¡
35. Did you visit the IRS website (www.irs.gov) for assistance or information during the examination process?
¡ Yes
¡ No
Comments
36. If you have any suggestions for how FSLG can improve its examination process, or any other comments, please provide them
below.
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
If you have any questions about this survey, please contact the survey processing center at 1-866-287-5762 or
[email protected].
!
If you have been unable to resolve any specific problems with your tax matter through the normal IRS channels,
or now face a significant hardship due to the application of the tax law, we encourage you to contact the Taxpayer
Advocate Service at 1-877-777-4778.
Thank you for completing the survey.
Paperwork Reduction Act Notice
The Paperwork Reduction Act requires that the IRS display an OMB control number on all public information requests. The OMB Control
Number for this study is 1545-1432. Also, if you have any comments regarding the time estimates associated with this study or suggestions
on making this process simpler, please write to: Internal Revenue Service, Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP,
1111 Constitution Ave. NW, Washington, DC 20224.
Form 13908-A (Rev. 8-2011)
Cat. No. 50611T
Department of the Treasury-Internal Revenue Service
ICF International/Scantron
IRS Customer Survey
P.O. Box 64529
St. Paul, MN 55164-0529
Do We Have Your Input Yet?
Recently, you received a survey asking your opinions about the service
you received in a recent interaction with the IRS. If you have already
completed and returned the survey, please accept our sincere thanks.
If not, please take a few minutes to complete and return it today. We
want to be sure we have your opinions and suggestions for improving
the IRS’s service to the public.
If you did not receive the survey, or it has been misplaced, please contact
us at 1-866-287-5762 or [email protected].
Sherri Settle
Project Director
ICF International
L3_13908-A
ICF International/Scantron
IRS Customer Survey
P.O. Box 64529
St. Paul, MN 55164-0529
[DATE]
Primary Nm
Primary Cont Nm
Primary Address
Primary City Nm, Primary State CD, Primary Zip CD
Dear JOHN Q & MARY Q SAMPLE:
Recently you received a survey requesting your views about the IRS Government Entity Examination
process. So far, we have not received your completed survey. If you have not already done so, please
take a few minutes to provide your response. If another person was primarily responsible for dealing with
the IRS on this matter, please pass this survey on to them and encourage them to respond.
As described in our previous communication, we are administering a nationwide survey among people
who have interacted with the IRS. We want to know your opinions regarding the service you received
in a recent Government Entity Examination (Audit). Your responses are critical to the accuracy of this
evaluation of the IRS’s service.
Your name was selected through a scientific random sampling process to receive this survey. Your
participation is voluntary. An independent research company will keep your responses anonymous to
the IRS. Your responses will be grouped with others, so that no individual reply can be traced back to a
person or case number. No identifying information will be associated with your responses.
The survey takes less than 8 minutes to complete. Use the postage-paid reply envelope to return your
completed survey. If you have any questions or concerns, please feel free to contact ICF International at
1-866-287-5762 or e-mail us at [email protected].
To verify the authenticity of this survey, please visit IRS.gov and enter the search term ‘customer
surveys.’ The IRS Customer Satisfaction Survey page contains a list of valid, current and unexpired,
IRS surveys and as of this issuance should provide a reference to TE/GE Federal, State, & Local
Governments Examinations.
The IRS is committed to improving its performance and service to the American public. A vital step in
this process is to gather reliable information from those who have had contact with IRS employees and
services. Your honest opinions will help bring about these improvements.
Thank you in advance for your cooperation.
Sincerely,
Sherri Settle
Project Director
ICF International
L4_13908-A
OMB# 1545-1432
Internal Revenue Service (IRS) Customer Satisfaction Survey
Federal, State And Local Government (FSLG) Examination
You can help the IRS improve its service to the public by answering the questions below. This voluntary survey takes less than
8 minutes to complete.
Your responses will be kept anonymous to the IRS. Only aggregate information will be provided to the IRS.
The following questions ask your opinion regarding your most recent IRS government entity examination. Regardless of whether
you agree or disagree with the final outcome, please mark the appropriate box on the scale (where 1 means “Very Dissatisfied”
and 7 means “Very Satisfied”) or next to the response that best applies to you.
Overall Satisfaction
Very
Dissatisfied
Very
Satisfied
Don’t Know
Not Applicable
1 2 3 4 5 6 7
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
2. Overall, how satisfied are you with the length of the examination
process, from first notice through final resolution?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
3. Overall, how satisfied are you with how well the IRS communicated
with you throughout the examination process?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
4. Overall, how satisfied are you with the IRS specialist assigned to
your case?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
1. How would you rate your overall satisfaction with the way your case
was handled by the IRS, regardless of whether you agree or disagree
with the final outcome?
5. How did your opinion of the IRS change as a result of this examination?
¡ Better
¡ Stayed the same
¡ Worse
Notification Letter/Call
Very
Dissatisfied
Very
Satisfied
Don’t Know
Not Applicable
1 2 3 4 5 6 7
6. How well the notification letter communicated the examination
process to you?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
7. The explanation of what would be required of you during the
initial meeting?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡
How satisfied are you with…
8. The time given you to prepare for the initial meeting?
9. The amount of time you had to spend preparing for the initial meeting?
10. Did the IRS specialist contact you by telephone in addition to sending
a notification letter?
¡ Yes
¡ No
Form 13908-A (Rev. 8-2011)
Cat. No. 50611T
Please continue on next page
Department of the Treasury-Internal Revenue Service
Initial Meeting/Opening Conference
For this section please respond based on your interaction
with the IRS specialist at the initial meeting.
11. Overall, how satisfied are you with the initial meeting?
Very
Dissatisfied
1
2
3
4
5
6
Very
Satisfied
Don’t Know
Not Applicable
7
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
15. How well the IRS specialist listened to your concerns?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡
¡
¡
16. The explanation of your organization’s rights in the
examination process?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
17. How thoroughly the IRS specialist answered your questions?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
18. The amount of information you were asked to provide during
the initial meeting?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
19. The reasonableness of the IRS specialist’s requests during the
initial meeting?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
How satisfied are you with…
12. The courtesy of the IRS specialist?
13. The knowledge of the IRS specialist?
14. The explanation of the examination process?
PLEASE COMPLETE THIS SECTION ONLY IF AN IRS SPECIALIST ASKED YOU TO
PROVIDE ADDITIONAL INFORMATION AFTER THE INITIAL MEETING.
Subsequent Interaction(s) With The IRS
Very
Dissatisfied
1
How satisfied are you with…
2
3
4
5
6
Very
Satisfied
Don’t Know
Not Applicable
7
20. The consideration given to the information you provided
previously (e.g., during the initial meeting)?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
21. The description of the additional information the IRS needed
to complete the examination process?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
22. The explanation of why additional information was requested?
23. The time given you to respond to additional IRS request(s)?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
¡
24. The amount of time you had to spend responding to IRS request(s)
for additional information?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
25. Communications about the status of your examination after you
had provided the requested information?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
26. The timeliness of the IRS specialist in responding to your inquiries?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
27. How many requests for additional information did you have following
your initial meeting?
¡ None
¡ One
¡ Two
¡ Three or more
28. If you answered one or more to Question 27 above, thinking about the most useful information exchange you had during your
subsequent interactions with the IRS, was this exchange accomplished by: (Check all that apply)
¡
Telephone
¡
In-Person
¡
Mail/Fax
Final Resolution
29. Before you received a closing letter, was there a personal interaction from the agent regarding resolution of the case?
¡
Yes
¡
No
Form 13908-A (Rev. 8-2011)
Cat. No. 50611T
Please continue on next page
Department of the Treasury-Internal Revenue Service
Very
Dissatisfied
1
How satisfied are you with…
2
3
4
5
6
Very
Satisfied
Don’t Know
Not Applicable
7
30. The ease of understanding the examination letter/report you received?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
31. The explanation of the adjustments/resolution of the examination?
¡ ¡ ¡ ¡ ¡ ¡ ¡
¡
Other Information
32. What type of government entity do you represent?
¡ Federal
¡ State
¡ Local
33. For this examination, were you . . .
¡ An employee/officer of the organization? [Skip to Question 35]
¡ A designated third-party representative/power of attorney (POA)?
ANSWER ONLY IF YOU ARE A DESIGNATED THIRD-PARTY REPRESENTATIVE/POWER OF ATTORNEY (POA)
Very
Consistent
Very
Inconsistent
How satisfied are you with…
1
34. If you are a designated third-party representative/power of attorney,
how consistent was the IRS in its handling of this examination compared
with other examinations in which you have participated in the past year?
2
3
4
5
6
7
¡ ¡ ¡ ¡ ¡ ¡ ¡
Don’t Know
Not Applicable
¡
35. Did you visit the IRS website (www.irs.gov) for assistance or information during the examination process?
¡ Yes
¡ No
Comments
36. If you have any suggestions for how FSLG can improve its examination process, or any other comments, please provide them
below.
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
If you have any questions about this survey, please contact the survey processing center at 1-866-287-5762 or
[email protected].
!
If you have been unable to resolve any specific problems with your tax matter through the normal IRS channels,
or now face a significant hardship due to the application of the tax law, we encourage you to contact the Taxpayer
Advocate Service at 1-877-777-4778.
Thank you for completing the survey.
Paperwork Reduction Act Notice
The Paperwork Reduction Act requires that the IRS display an OMB control number on all public information requests. The OMB Control
Number for this study is 1545-1432. Also, if you have any comments regarding the time estimates associated with this study or suggestions
on making this process simpler, please write to: Internal Revenue Service, Tax Products Coordinating Committee, SE:W:CAR:MP:T:T:SP,
1111 Constitution Ave. NW, Washington, DC 20224.
Form 13908-A (Rev. 8-2011)
Cat. No. 50611T
Department of the Treasury-Internal Revenue Service
| File Type | application/pdf |
| File Modified | 2011-09-21 |
| File Created | 2011-09-21 |