TAS, TAS closed cases

EXHBITS
Exhibit A-Survey Instrument
This is the current survey instrument for FY 2011 which TAS will continue to use for FY 2012.
There will be no changes to the questions (except for the possible addition of some demographic
questions). The FY 2012 survey contractor is not known as this time as TAS is currently in the
Procurement process. ICF Macro is the current survey contractor.
INTRO1.
Hello, this is
(name from phone file)?
01
02
03
98
99
T
SP

, calling from ICF Macro on behalf of the IRS. May I please speak with

Yes, respondent available
No such person (Thank and Terminate)
Respondent not available/Not a good time (Set time to call back)
REFUSED (SELECTED RESPONDENT)
REFUSED (NON-SELECTED RESPONDENT)
TERMINATE
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
02

Yes, requested callback at new number
No, requested callback at same number

//CATI SET CALLBACK and UPDATE//
//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 be kept private to the extent allowed by law by 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
02

Yes
No, REQUESTED CALLBACK

//Continue//
//SET APPOINTMENT//

4

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
02

Yes
No

//Continue with CP2//
//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
02
03

Yes, proceed with survey
//Continue to BACKGROUND//
No, requested callback at same number
//SET APPOINTMENT//
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
02

The taxpayer who worked directly with the Taxpayer Advocate?
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
02

Yes
No

98
99

(DK/Don't recall)
(Refused)

5

2.

How did you learn about the Taxpayer Advocate? [S1] (Allow up to three responses)
01
02
03
04
05
06

IRS EMPLOYEE, EITHER IN PERSON OR ON A TOLL-FREE LINE
REFERRAL FROM A NON-IRS SOURCE, OR EVENT WHERE TAS WAS
DISCUSSED OR DESCRIBED TO PARTICIPANTS
REFERRAL FROM A TAX PRACTITIONER, TAX PROFESSIONAL, TAX SERVICE,
TAX PREPARATION CLINIC, OR CONGRESSIONAL SOURCE
TELEPHONE DIRECTORY LISTINGS
TAS OR IRS GENERATED MEDIA—LITERATURE, ADVERTISING, NEWS STORY,
OR INTERNET

09

OFFICIAL IRS PUBLICATION OR FORM, OR OFFICIAL NOTICE OR LETTER SENT
BY IRS
PREVIOUS EXPERIENCE WITH TAS/GENERAL KNOWLEDGE OF TAS AS
PROFESSIONAL TAX PRACTITIONER
NEVER USED THE TAXPAYER ADVOCATE [04] (THANK & TERMINATE; SAVE CASE
ID)
TAS CALLED TAXPAYER - REFERRAL SOURCE UNKNOWN

66
67
68
97
98
99

OTHER 1________________________________________________
OTHER 2 __________________________________________________
OTHER 3 __________________________________________________
NO MORE
DON’T KNOW/DON’T RECALL
REFUSED

07
08

3.

[DO NOT READ]

Did you contact anyone else in the IRS before speaking to the Taxpayer Advocate?
01
02
98
99

Yes
No
(DK/Don't recall)
(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
02

Yes
No

96
98
99

(Not applicable)
(DK/Don't recall)
(Refused)

6

5.

Did the Taxpayer Advocate employee who helped you give you an estimate of how
long it would take to solve your problem?
01
02

Yes
No

96
98
99

(Not applicable)
(DK/Don't recall)
(Refused)

[If Q5 = 01]
6.
Did the Taxpayer Advocate employee solve your problem in the timeframe they told you they
would?
01
02

Yes
No

96
98
99

(Not applicable)
(DK/Don't recall)
(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
4
3
2
1

Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree

96
98
99

(Not applicable)
(DK/Don't recall)
(Refused)

A.
B.
C.
D.
E.
F
G.
H.

Listened to your concerns?
Did their best to solve your problem?
Kept you informed about progress in solving your problem?
Showed their concern about helping you solve your problem?
Took responsibility for getting your problem solved?
Understood all the issues and requests that you presented?
Returned your calls?
Explained to you why your problem happened?

7

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
4
3
2
1

Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree

96
98
99

(Not applicable)
(DK/Don't recall)
(Refused)

A.

It was easy to reach the person who was helping you at the Taxpayer Advocate by
phone.
The written correspondence you received from the Taxpayer Advocate was easy to
understand.
You feel your problem was handled in a reasonable timeframe by the Taxpayer
Advocate.

B.
C.

[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
02
03
04
05

DAYS
WEEKS
MONTHS
IMMEDIATELY
OTHER, NON-SPECIFIC RESPONSE

98
99

DON’T KNOW
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.

8

[OVERALL MEASURES]
11.
Was your problem solved by the Taxpayer Advocate Service?
[Read List]
01
02
03

Yes
No
Partially

98
99

(DK/Don't recall)
(Refused)

[If Q11 = 02]

11B. Did the Taxpayer Advocate sufficiently explain to you why you did not get the results
you wanted?

12.

01
02
03

Yes
No
Partially

98
99

(DK/Don't recall)
(Refused)

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
4
3
2
1

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied

98
99

(DK/Don't recall)
(Refused)

9

[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
02
03
04
05
06
07
08
09

Employee did not keep me informed
Employee didn’t do enough to help me (Gave up)
Employee was not concerned about my issues (Lack of empathy)
Employee was not fair
Took too long to solve my problem
The process was unfair
The laws/rules are unfair
Problem isn’t resolved
Didn’t receive the outcome I wanted (No refund/No adjustment)

96
98
99

Other _______________________________________________________
(DK/Don't recall)
(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
02

Yes
No

96
98
99

(Not applicable)
(DK/Don't recall)
(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]

19.

01
02
03
04
05
06

Employee was very helpful
Employee was very informative (Communicative)
Employee was concerned about resolving taxpayer’s issues (Empathy)
Employee followed through very well
Problem was solved in a timely manner
Problem was resolved to taxpayer’s satisfaction

96
98
99

Other _______________________________________________________
(DK/Don't recall)
(Refused)

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?

10

[Probe: What is your most important suggestion or comment?]

20.

01

ENTER RESPONSE

02

NO SUGGESTION

98
99

(DK/Don't recall)
(Refused)

//TEXT BOX RANGE 250//

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
4
3
2
1

Much more positive
A little more positive
About the same
A little more negative
Much more negative

98
99

(DK/Don't recall)
(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,
SE:W:CAR:MP:T:T:SP, 1111 Constitution Ave. NW, Washington, DC 20224.

Those are all of the questions I have. On behalf of the Taxpayer Advocate and ICF Macro I would like to
thank you for your time.
Q21.

INTERVIEWER: IN WHAT LANGUAGE WAS THIS SURVEY CONDUCTED?
01

02

ENGLISH
SPANISH

11

Demographic Questions
TAS is considering adding these questions for the FY 2012 survey after consultation with the
the survey contractor.
Which of the following do you have in your household?
(Check all that apply)
Personal computer (e.g., desktop or laptop)
Internet (dial up)
Internet (broad band or high speed cable)
Cell phone (pay per minute)
Cell phone (monthly contract or longer)
Landline (home telephone)
What is your education level?
Less than high school
High School/GED
Some college
2-Year College Degree (Associate’s)
4-Year College Degree (BA, BS)
Master’s Degree
Doctoral Degree
Professional Degree (MD, JD)
Other (vocational/ technical/ trade)
What is your household income?
Less than $25,000
$25,000 to $34,999
$35,000 to $44,999
$45,000 to $54,999
$55,000 to $64,999
$65,000 to $74,999
$75,000 to $99,999
More than $100,000
What is your Age?
Under 18
18-24
25-34
35-44
45-54
55-64
65+
What is your gender (sex)?
(Note: if over the phone- do not ask, have interviewer mark)
Male

12

Female
What is your current marital status?
married
divorced
separated
widowed
single
What is the primary language spoken in your household?
(Check one only)
English
Spanish
Chinese
French
Tagalog
Vietnamese
Korean
Other

13

Exhibit B – Pre-notification letter
{TAS Logo}
[date]
John Doe
123 Main Street
Anytown, CT 66666
Re: [Taxpayer Name if letter is to a POA]
Thank you for allowing the Taxpayer Advocate Service (TAS) to help you with a tax matter.
As the National Taxpayer Advocate, I lead TAS’s efforts to help taxpayers resolve their
problems with the IRS. By taking a short telephone survey, you can let us know what we did
well and what we could have done to make your experience with us even better.
Survey Administration. We have hired an independent company, XYZ Company, to survey
taxpayers or their representatives who recently worked with a TAS employee. A person from
XYZ Company will call you [insert timeframe as to when a call can be expected] and ask you
to participate in the survey. We estimate that it will take you less than ten minutes to
complete this survey.
Privacy. XYZ Company employees are required to pass a rigorous security screening
process and will not share your individual responses or disclose your identity and personal
information to anyone, including us. Your information is required to be kept anonymous as
allowed by law.
Questions or Assistance. If you do not want to be contacted or have questions about this
survey, please contact XXXXXXXXX at 1-XXX-XXX-XXXX or send an e-mail to
[email protected].
Verification. To verify the authenticity of our survey, please visit www.irs.gov and enter the
search term ”customer surveys.” The IRS Customer Satisfaction Survey page contains a list
of current IRS surveys, and includes a reference to the Taxpayer Advocate Service survey.
I am committed to providing the best possible service to every taxpayer and your cooperation
in answering these questions will help ensure that taxpayers like you receive fair, courteous,
and timely treatment. I look forward to hearing about your experience with TAS.
Sincerely,
Nina E. Olson
National Taxpayer Advocate

OMB control number: 1545-1432

14

Exhibit C – Sampling Plan
Since we are in the procurement process for a customer satisfaction contractor for FY 2012, no
sampling plan has been prepared for FY 2012. The latest sampling plan is shown below. The current
contractor has computed the “Target Sample” based on 95% confidence level with a +/- 5% error rate.
Their calculations include factors for proportions (based on historical data) and duplicates (taxpayer
who have more than one case with TAS).
FY 2010 COUNT OF CASES SUBJECT TO CUSTOMER SATISFACTION SURVEY

BY OFFICE
AUGUSTA
PORTSMOUTH
BURLINGTON
BOSTON
PROVIDENCE
HARTFORD
ATLANTA CAMPUS
ANDOVER CAMPUS
KANSAS CITY CAMPUS
BROOKLYN
MANHATTAN
ALBANY
BUFFALO
CINCINNATI CAMPUS
AUSTIN CAMPUS
BROOKHAVEN CAMPUS
SPRINGFIELD NJ
PHILADELPHIA
PITTSBURGH
PHILADELPHIA CAMPUS
OGDEN CAMPUS
CINCINNATI
LAGUNA NIGUEL
CLEVELAND
INDIANAPOLIS
CHICAGO
SPRINGFIELD IL
DETROIT
MILWAUKEE
ST PAUL
DES MOINES
ST LOUIS
FARGO
ABERDEEN
OMAHA

Expected 2011
Closure
Count
454
475
465
1012
326
1591
16945
7312
10139
1735
1621
932
4959
6442
12286
13885
2080
2647
1725
12376
10760
2485
3639
2883
5882
1447
706
2788
1118
501
741
5111
430
384
691

15

Target
Sample
160
163
161
198
141
213
243
238
241
216
214
195
235
237
242
242
220
225
216
242
241
224
231
227
236
211
183
226
202
165
185
235
157
150
182

FY 2010 COUNT OF CASES SUBJECT TO CUSTOMER SATISFACTION SURVEY

BY OFFICE
WICHITA
MEMPHIS CAMPUS
WILMINGTON
BALTIMORE
DISTRICT OF COLUMBIA
RICHMOND
PARKERSBURG
GREENSBORO
COLUMBIA
ATLANTA
JACKSONVILLE
LOUISVILLE
NASHVILLE
BIRMINGHAM
JACKSON
FT LAUDERDALE
INTERNATIONAL
SACRAMENTO - FY11 half
LITTLE ROCK
NEW ORLEANS
OKLAHOMA CITY
AUSTIN
DALLAS
HOUSTON
HELENA
BOISE
CHEYENNE
DENVER
ALBUQUERQUE
PHOENIX
SALT LAKE CITY
LAS VEGAS
FRESNO CAMPUS
SEATTLE
ANCHORAGE
PORTLAND
OAKLAND - FY11 half
LOS ANGELES
HONOLULU

Expected 2011
Closure
Count
587
7036
380
4825
411
3775
731
2733
1472
4339
5282
753
5739
1056
1623
5297
2851
2410
844
1626
1743
2239
8283
4953
701
404
460
3614
620
1918
1044
945
18850
3460
1926
2600
2410
4078
785
253,776

16

Target
Sample
174
238
150
234
154
231
184
226
211
233
235
186
236
200
214
235
227
117
191
214
216
222
239
235
183
153
161
231
177
218
199
196
243
230
219
225
117
232
188
15,271