2017-2020 IRS Customer Satisfaction Surveys

2016 SPEC Partner Survey

Thank you for participating in the IRS’s Stakeholder Partnerships, Education and Communication (SPEC) organization’s 2016 Partner Satisfaction Survey. This survey covers your satisfaction as a local or national partner who works with SPEC on outreach, education, return preparation, and other tax assistance programs provided by SPEC within the past 12 months. The feedback collected from this survey will be used to identify areas of improvement for the SPEC program. Providing information is voluntary. The survey is expected to take approximately 15 minutes or less to complete.

Fors Marsh Group LLC, an independent research firm, is conducting this survey on behalf of SPEC. Fors Marsh Group will hold your identity private to the extent permitted by law and will not provide any identifying information to the IRS along with your individual responses. Results will be provided only in aggregate.

Instructions

Click on the NEXT button to save your responses and continue to the next page.

You may suspend the survey at any time by clicking the SAVE & QUIT button at the bottom of the page. You may reset the answers for the page you are on by clicking the CLEAR button at the bottom of the page. Please do not use your survey browser’s “Back” button to access questions that you have already answered, as this could cause issues capturing your data.

You may re‐enter the survey where you left off by clicking on the survey link. At the end of the survey, please click the SUBMIT SURVEY button to submit your responses.

If you are experiencing any issues, please feel free to contact us at: [email protected]

///REQUIRED: HARD PROMPT///

S1. Are you the person at [INSERT ORGANIZATION (PartnerName field)] who manages or interacts with SPEC and who could provide us with candid feedback about SPEC?

01 Yes

02 No

///ASK IF S1=02///

S2. SPEC greatly values feedback on its performance from [INSERT ORGANIZATION (PartnerName field)]. If you know of someone else at [INSERT ORGANIZATION (PartnerName field)] who would be more appropriate to give feedback, would you please record his/her name and email address below so that we could contact him/her for feedback in the future?

NAME FIELD (First and Last)

EMAIL ADDRESS FIELD (please make sure to enter an @ and a "." to make a valid email

Thank you very much for your help.

[Terminate Survey – GO TO SECTION X]

///REQUIRED: HARD PROMPT///

///ASK IF S1=01///

S3. Are you an IRS employee?

01 Yes

02 No

///ASK IF S3=01///

S4. While your name was on the contact list for [INSERT ORGANIZATION (PartnerName field)], we are not interviewing IRS employees, but representatives from its partner organizations. We apologize for the inconvenience.

If you know of someone else at [INSERT ORGANIZATION (PartnerName field)] who would be more appropriate to give us this feedback, would you please record his/her name and email address below so that we could contact him/her for feedback in the future?

NAME FIELD (First and Last)

EMAIL ADDRESS FIELD (please make sure to enter an @ and a “.” to make a valid email.)

Thank you very much for your help.

[Terminate Survey– GO TO SECTION X]

PROGRAMMING NOTES: Group Numbers

Throughout the survey, survey sections are administered to different groups of respondents. Respondents who receive each question (or section) are identified following each question or section header. The Group Numbers are as follows:

Group 1 = Return Prep (QDEM_1 = 1, 2, 4, or 5)

Group 2 = Outreach (QDEM_1 = 3)

Group 3 = Asset Building (QDEM_1 = 6)

Group 4 = National (this will be noted in data sample file)

Group 5 = Other (QDEM_1 = 7)

I. Introduction

///Groups = ALL///

Please keep in mind that this discussion will only be about your experiences with SPEC over the past 12 months and not with any interactions you might have had with other parts of the IRS. The first set of questions pertains to the nature of your relationship with SPEC and the customers you serve.

SINGLE PUNCH ANSWER

QINTRO_1. Overall, how satisfied were you with SPEC’s products and services?

1	2	3	4	5
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied

///ASK IF QINTRO_1=04, 05, ELSE SKIP ///

OPEN ENDED QUESTION

QINTRO_2. You indicated that you were satisfied; can you please provide more detail about why you were satisfied with SPEC’s products and services?

[TEXT BOX]

99 Refused

///ASK IF QINTRO_1=01, 02, 03 ELSE SKIP ///

OPEN ENDED QUESTION

QINTRO_3. You indicated that you were not satisfied; can you please provide more detail about why you were not satisfied with SPEC’s products and services?

[TEXT BOX]

99 Refused

///Groups = ALL///

SINGLE PUNCH ANSWER

QINTRO_4. How likely are you to recommend partnering with SPEC to other organizations or colleagues?

1	2	3	4	5
Very Unlikely	Unlikely	Neither Likely nor Unlikely	Likely	Very Likely

///Groups = ALL//

SINGLE PUNCH ANSWER

QINTRO_5. Given your experience, how likely are you to continue partnering with SPEC next year?

1	2	3	4	5
Very Unlikely	Unlikely	Neither Likely nor Unlikely	Likely	Very Likely

II. Market Segments and Demographics

///Groups ≠ 4///

SINGLE PUNCH ANSWER

QDEM_1. What was your primary area of advocacy as a partner or coalition? Again, we’re interested in the scope of emphasis of the organization you represent, which might be broader than your personal area of emphasis. (Check ONLY ONE)

01 Military Volunteer Income Tax Assistance

02 Volunteer Income Tax Assistance, or VITA

03 Education and Outreach, such as communications, products, news articles, or websites

04 Tax Counseling for the Elderly, Non‐AARP

05 Tax Counseling for the Elderly, AARP Tax Aide

06 Asset Building, such as financial education, funding, or wealth building

07 Other (please specify) [TEXT BOX]

///Groups = ALL///

YES/NO GRID QUESTION

QDEM_2. Which of the following types of customers did your partner or coalition serve frequently?

QDEM_2A. Low to Moderate Income

QDEM_2B. Seniors

QDEM_2C. Military

QDEM_2I. Veterans

QDEM_2D. People with Disabilities

QDEM_2E. Rural

QDEM_2F. American Indian or Alaska Native

QDEM_2G. Limited English Proficient

QDEM_2H. Other: please specify [TEXT BOX]

01	02
Yes	No

///Groups = ALL///

OPEN ENDED QUESTION

QDEM_3. For how many years has your partner or coalition provided return preparation, outreach, education, or other tax assistance as a SPEC partner?

____ years [1‐50] [TEXT BOX]

///Groups = ALL///

YES/NO GRID QUESTION

QDEM_4. In which of the following financial education and asset building areas did your partner or coalition offer outreach and education?

QDEM_4A. Savings Bonds

QDEM_4B. Individual Development Accounts

QDEM_4C. Banking Deposit Accounts

QDEM_4D. Credit Unions: Deposit Accounts

QDEM_4E. Credit Counseling and Repair

QDEM_4F. Home Ownership Foreclosure Programs

QDEM_4G. Budgeting/Life Events/Financial Programs

QDEM_4H. Privacy, Fraud Scams: Consumer Protection/Identity Theft

QDEM_4I. Tax Compliance: Balance Due/Counseling/Payment Options

QDEM_4J. Tax Compliance: Foreclosures/Debt Forgiveness

QDEM_4K. MyRA (my Retirement Account)

QDEM_4L. Other: please specify [TEXT BOX]

01	02
Yes	No

///ASK IF QDEM_4A-L=01, ELSE SKIP ///

QDEM_5A_L. How satisfied were you with the guidance and assistance you received from SPEC regarding…?

[Insert for each QDEM_4A-L =01]

1	2	3	4	5
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied

///ASK IF Any QDEM_5A-L=01, 02, 03, ELSE SKIP ///

OPEN ENDED QUESTION

QDEM_6. You indicated that you were not satisfied with some of the SPEC financial education and asset building resources; can you please describe how these resources could be improved?

[TEXT BOX]

99 Refused

III. Relationship Manager and Support

///Section‐ Groups = ALL///

We would now like to ask you about your experience and satisfaction with the SPEC employee point of contact or relationship manager assigned to assist you or your coalition.

SINGLE PUNCH ANSWER

QRM_1. Overall, how satisfied were you with your SPEC employee point of contact or relationship manager?

1	2	3	4	5
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied

///Group = ALL ///

GRID QUESTION

[ROTATE A-C]

QRM_2. How satisfied were you with your SPEC employee point of contact or relationship manager’s…?

QRM_2A. Professionalism

QRM_2B. Proactiveness

QRM_2C. Responsiveness to requests

01	02	03	04	05
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied

///Group = ALL ///

GRID QUESTION

[ROTATE A‐F]

QRM_3. How satisfied were you with the guidance and assistance you received from your SPEC employee point of contact or relationship manager regarding…?

QRM_3A. Reviewing or assisting with your training plans

QRM_3B. Providing information or data on potential outreach recipients in the community

QRM_3C. Providing reports and data on your partner or coalition’s return preparation activities

QRM_3D. Providing reports and data to assist you in determining the impact of your program in the community

QRM_3E. Providing details on site operation requirements

QRM_3F. Facilitation of quality improvement processes

1	2	3	4	5	98
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied	Not applicable/Unaware product or service was available

///Group = ALL ///

SINGLE PUNCH ANSWER

QRM_4 Overall, how well did your SPEC employee point of contact or relationship manager meet your expectations during this filing season?

1	2	3	4	5
Much Worse than Expected	Worse than Expected	As Expected	Better than Expected	Much Better than Expected

///ASK IF Any QRM_4=01, 02, ELSE SKIP ///

OPEN ENDED QUESTION

QRM_5. You indicated that your expectations were not met; how can SPEC’s employee point of contact or relationship manager better meet your expectations?

[TEXT BOX]

99 Refused

IV. Resources and Support

///Section‐ Groups = ALL///

///ASK Groups=ALL ///

GRID QUESTION

[ROTATE 1A‐K]

QRes_1. Are you aware of the following resources?

QRes_1A. Outreach Corner on IRS.gov

QRes_1B. Partner and Volunteer Resource Center (online)

QRes_1C. IRS New Media/Social Media Messaging Resources

QRes_1D. Pub 5220, VITA/TCE Volunteer Site Scope & Referral Chart

QRes_1E VITA and TCE Grants

QRes_1F. Volunteer awards and recognition program

QRes_1G. EITC Central

QRes_1H. EITC free publications

QRes_1I. EITC free marketing materials

QRes_1J. EITC Banner Ads

QRes_1K. Pub 4935, Guide to Everything Earned Income Tax Credit for Individuals Online

01	02
Yes	No

///ASK if any QRes_1A-K =01, else skip ///

QRes_2A. Have you used the following resource(s)…?

[insert for each QRes_1A-K =01]

01	02
Yes	No

///ASK if any QRes_2A-K=01, else skip ///

QRes_3. How satisfied were you with the following resource(s):

[insert for each QRes_2A-K=01]

1	2	3	4	5
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied

///Group = ALL ///

SINGLE PUNCH ANSWER

QRes_4. How satisfied overall were you with SPEC products?

1	2	3	4	5
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied

V. ACA Related Questions

///Groups = ALL///

QACA_1. How satisfied were you with the materials and products provided by SPEC to support your ACA outreach efforts?

1	2	3	4	5	98
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied	Not applicable/Unaware product or service was available

Ask ///IF QACA_1 =01, 02, or 03 ELSE SKIP///

OPEN ENDED QUESTION

QACA_2. You indicated that you were not satisfied with the SPEC-provided ACA outreach materials and products; how can SPEC improve these items?

[TEXT BOX]

99 Refused

///Section‐ Group 1, ELSE SKIP TO NEXT SECTION///

QACA_3. How satisfied were you that the SPEC training and materials provided the knowledge you needed to prepare tax returns involving the…?

QACA_3A Reporting of Minimum Essential Coverage

QACA_3B Claiming of Health Coverage Exemption

QACA_3C Shared Responsibility Payment

QACA_3D Premium Tax Credit

1	2	3	4	5	98
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied	Not applicable/Unaware product or service was available

VI. Tax Law and E-file: Products and Services

///Section‐ Group 1, ELSE SKIP TO NEXT SECTION///

Now we would like to ask you about your satisfaction with the tax law training your volunteers received. If you have no experience with the product/service or you are not aware that it is available, please choose No training provided.

Multiple PUNCH ANSWER

QTL_1. How did your volunteers receive tax law training?

QTL_1_1 Online training on Link & Learn Taxes

QTL_1_2 Online training from partners

QTL_1_3 Classroom/face-to-face training

QTL_1_4 Self study

QTL_1_5 Other: please specify [TEXT BOX]

QTL_1_6 No training provided

///ASK FOR QTL_1_1-5 = 01///

QTL_2A-F. Overall, how satisfied were you with…?

[Ask for each QTL_1_01 through 05 =01]

1	2	3	4	5
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied

///ASK IF QTL_2_A=1/3, Else skip///

OPEN ENDED QUESTION

QTL_3. You indicated that you were not satisfied with the online training on Link & Learn Taxes; can you please describe how the training might be improved?

[TEXT BOX]

99 Refused

GRID QUESTION

[ROTATE A-C]

QTL_4. We would now like you to rate your satisfaction with the products and materials used to e‐file tax returns. If you have no experience with this product/service or you are not aware that it is available, please choose Not applicable/Unaware product or service was available.

How satisfied were you with these e‐file products and materials?

QTL_4A. TaxWise electronic filing software products

QTL_4B. CCH Customer Support Line for TaxWise Software support

QTL_4C. Publication 3189, Volunteer e‐file Administration Guide

1	2	3	4	5	98
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied	Not applicable/Unaware product or service was available

VII. Quality Improvement Process

///Section‐ Group = 1, ELSE SKIP TO NEXT SECTION //

Now we would like to ask you about SPEC’s VITA/TCE – Quality Improvement Process.

GRID QUESTION

ROTATE A-D

[IF QDEM_1 = 01, 02, 04, ASK A‐D]

[IF QDEM_1 = 05, ASK A, B, and D ONLY

QQI_1. How satisfied were you with the following products developed to support the Quality Improvement Process?

QQI_1A. Form 13614-C, Intake/Interview & Quality Review Sheet

QQI_1B. Pub 4396A, Partner Resource Guide

QQI_1C. Publication 1084, VITA/TCE IRS Volunteer Site Coordinator Handbook

QQI_1D. Publication 4012, VITA/TCE Volunteer Resource Guide

1	2	3	4	5	98
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied	Not applicable/Unaware product or service was available

IF QQI_1A, QQI_1B, QQI_1C, or QQI_1D = 01, 02, 03 ELSE SKIP///OPEN ENDED QUESTION

QQI_2. You indicated that you were not satisfied with one or more Quality Improvement Process materials; can you please describe how SPEC might improve these?

[TEXT BOX]

99 Refused

[ASK IF QDEM_1 = 01, 02, 04]

SINGLE PUNCH ANSWER

QQI_3. Did SPEC provide adequate guidance to assist with the privacy and security of taxpayer data?

01 Yes

02 No

[IF QDEM_1 = 01, 02, 04, 05

SINGLE PUNCH ANSWER

QQI_4. Overall, how satisfied were you with the guidance, tools, and support provided by SPEC to improve the quality of return preparation at volunteer sites?

1	2	3	4	5
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied

VIII. Future Planning Products and Services

///Groups = ALL///

SINGLE PUNCH ANSWER

QFP_1. Overall, how well did SPEC’s products and services meet your expectations during this filing season?

1	2	3	4	5
Much Worse than Expected	Worse than Expected	As Expected	Better than Expected	Much Better than Expected

GRID QUESTION

[ROTATE A‐E]

QFP_2. How well were your expectations met during this filing season for the following…?

QFP_2A. Frequency of contact with SPEC employee point of contact or relationship manager

QFP_2B. Financial education and asset-building resources and support

QFP_2C. Training products and materials

QFP_2D. E-file products and materials

QFP_2E. Quality Improvement Process products and materials

1	2	3	4	5	98
Much Worse than Expected	Worse than Expected	As Expected	Better than Expected	Much Better than Expected	Not applicable/Unaware product or service was available

[ASK IF QFP_2A-E= 1, 2, Else Skip]

OPEN ENDED QUESTION

QFP_3. You indicated that one or more of your expectations were not met this filing season; can you please describe how SPEC might improve to better meet your expectations?

[TEXT BOX]

99 Refused

/// Group 1, ELSE SKIP TO NEXT SECTION///

Single Punch Answer

QFP_4. SPEC introduced an assisted self-filing program that allows some taxpayers to complete their own tax return (using interview-based, name-brand software) with the help of an IRS-certified volunteer. By providing this self-filing option, partners can increase free tax preparation services in the communities they serve.

Are you aware of SPEC’s Facilitated Self Assistance (FSA) program?

01 Yes

02 No

///ASK IF QFP_4 = 01, ELSE SKIP ///

QFP_5. Did you partner with SPEC to operate a Facilitated Self Assistance site this filing season?

01 Yes – I have FSA stations and volunteers onsite, but no remote access

02 Yes – I do not have workstations and volunteers onsite (clients must access the software and assistance remotely)

03 Yes – I have a combination of onsite and remote FSA options

04 No – I have not partnered with SPEC on FSA this filing season

///ASK IF QFP_5=01, 02, 03, ELSE SKIP///

QFP_6. How satisfied were you with the support you received from SPEC for Facilitated Self Assistance?

1	2	3	4	5
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied

/// Group 1///

Single Punch Answer

QFP_7. SPEC’s Virtual VITA tax preparation model is a system that allows taxpayers to use technology to connect from a remote location or intake site and electronically interact with a volunteer preparer in a different location.

Are you aware of SPEC’s Virtual VITA program?

01 Yes

02 No

///ASK IF QFP_7 = 01 ELSE SKIP ///

QFP_8. Did you partner with SPEC to operate a Virtual VITA site this filing season?

01 Yes

02 No

///ASK IF QFP_8=01, ELSE SKIP///

QFP_9. How satisfied were you with the support you received from SPEC for the Virtual VITA program?

1	2	3	4	5
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied

GRID QUESTION

/// Group 1///

QFP_10. How likely will you do each of the following next filing season?

QFP_10A. Increase the number of volunteers

QFP_10B. Increase the number of hours you are available to the public

QFP_10C. Increase the number of sites

QFP_10D. Incorporate Alternative Filing Options such as Facilitated Self Assistance (FSA) or Virtual VITA/TCE

1	2	3	4	5
Very Unlikely	Unlikely	Neither Likely nor Unlikely	Likely	Very Likely

SINGLE PUNCH ANSWER

/// Group 1///

QFP_11. Do you plan on expanding your program to complete more tax returns next year?

01 Yes

02 No

98 Don’t know

///ASK IF QFP_11 = 02, 03 ELSE SKIP ///

OPEN ENDED QUESTION

QFP_12. You have answered that you either do not plan to or are not sure if you will expand your program to complete more tax returns next year; can you please explain why you do not have plans to expand your program at this time?

[TEXT BOX]

99 Refused

IX. IRS Publications and Forms

/// Group 1, ELSE SKIP to QMP_5///

We’re almost through. For our final questions, we’d like to ask about a few of the IRS tax forms and publications that you might use that were created and distributed by IRS Media and Publications organization.

GRID QUESTION

[ROTATE A‐F]

QMP_1. Thinking about the following tax forms and publications you might have used this year, how satisfied are you with…?

QMP_1A. Publication 17, Your Federal Income Tax (For Individuals)

QMP_1B. Schedule EIC, Earned Income Credit

QMP_1C. Schedule A, Itemized Deductions

QMP_1D. Form 2441, Child and Dependent Care Expenses

QMP_1E. Form 8962, Premium Tax Credit (PTC)

QMP_1F. Form 8965,Health Coverage Exemptions

1	2	3	4	5	98
Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied	Not applicable/Unaware product or service was available

/// Group 1 ///

SINGLE PUNCH ANSWER

QMP_2. Are you aware that the IRS has created tax publications in electronic format?

01 Yes – I used one or more to help prepare returns this filing season

02 Yes – I am aware, but did not use them this filing season

03 No

///ASK IF QMP_2 = 02 ELSE SKIP ///

OPEN ENDED QUESTION

QMP_3. You indicated that you are aware of IRS electronic publications, but did not use them this filing season; can you please explain why you did not use electronic publications?

/// Group 1///

SINGLE PUNCH ANSWER

QMP_4. To what extent would only having an electronic version of Publication 17 negatively impact your ability to prepare returns?

01 It would have no negative impact

02 It would have a small negative impact

03 It would have a moderate negative impact

04 It would have a large negative impact

/// ALL GROUPS///

SINGLE PUNCH ANSWER

QMP_5. IRS research is interested in better understanding partner opinions on electronic publications; are you willing to participate in further research? If you indicate you are willing to participate, your contact information will be separated from your survey responses.

01 Yes

02 No

///ASK IF QMP_5 = 01, ELSE SKIP ///

QMP_6. You indicated you are interested in participating in further research; please provide your email address for additional contact. Your email address will not be associated with your survey responses.

EMAIL ADDRESS FIELD (please make sure to enter an @ and a “.” to make a valid email.)

X. Close

CLOSE1. Paperwork Reduction Act Notice

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, Special Services Committee, SE:W:CAR:MP:T:M:S – Room 6129, 1111 Constitution Avenue, NW, Washington, DC 20224.

That concludes this survey. On behalf of the IRS, SPEC, and Fors Marsh Group LLC, thank you very much for your participation.

By clicking “Submit Survey,” you are submitting your responses for the 2016 Partner Satisfaction Survey. You will not be able to change your responses or re‐enter the survey after clicking “Submit Survey” on this page.

OMB #1545-1432

SPEC Partner Survey Pre-Notification Email

From: Email address

To: [Partner Email address]

Subject: 2016 IRS SPEC Partner Satisfaction Survey

Dear IRS SPEC Partner:

As a partner with the IRS Stakeholder Partnerships, Education and Communication (SPEC) office, your feedback is very important to us. Within the next few days, you will receive an email from our survey administrator, Fors Marsh Group, LLC, inviting you to complete a brief survey to provide your feedback about the products and services you receive from SPEC.

Your participation in this survey is critical in helping us improve our products and services. Fors Marsh Group will not provide us with any information that will identify you individually and will hold your identity private to the extent permitted by law. Your responses will be provided to us in aggregate only.

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 current valid IRS surveys and should provide a reference to this survey, the “W&I: CARE: Stakeholder Partnership, Education and Communication – SPEC Partner.”

If you have any questions, please contact Ravi Patel, on SPEC’s Products, Systems and Analysis Team at (404) 338-8749 or your IRS Relationship Manager.

Thank you in advance for your participation.

Frank A. Nolden

Director

Stakeholder Partnerships, Education and Communication (SPEC)

OMB #1545-1432

SPEC Partner Survey Initial Invitation Email

From: email address

To: [email address]

Subject: 2016 IRS SPEC Partner Satisfaction Survey

Dear IRS SPEC Partner:

The IRS office of Stakeholder Partnerships, Education and Communication (SPEC) is asking you, as one of its valued partners, to help determine where to focus its attention in 2016/2017. To do this, we invite you to participate in the 2016 SPEC Partner Satisfaction Survey. This web-based survey can be easily completed online at your convenience. Your participation will help SPEC direct efforts and resources to the programs needing them the most.

The primary purpose for requesting this information is to help the IRS improve its service to taxpayers. Our authority for requesting the information is 5 USC and 26 USC 7801. Providing information is voluntary. However, if you do not answer all or part of the survey questions, the IRS might lack information it could use to improve taxpayer service. The information you provide may be disclosed to an IRS contractor when authorized by law. The contractor is required to follow privacy protections to the extent allowed by law.

Fors Marsh Group is an independent consulting firm that is administering this survey via the internet. We will not provide any identifying information to the IRS along with your responses and will hold your identity private to the extent permitted by law. Your feedback will be provided to the IRS in aggregate only.

The survey is located online at [Hyperlink]

The survey should take less than 15 minutes.

You can access the survey from any computer that has internet access by clicking on the above internet address or by copying it into your browser. The web address above includes a password that will enable you to exit the survey and re-enter at a later time. It will also protect any data you have entered if you experience any computer disruptions. Fors Marsh Group will not share these passwords with the IRS at any time during or after this study.

Please complete this survey no later than Monday, XX-XX-XXXX. If you have any questions about the survey administration or are having problems accessing the survey, please feel free to contact 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 current valid IRS surveys and should provide a reference to this survey, the “W&I: CARE: Stakeholder Partnership, Education and Communication – SPEC Partner.”

If you have any general questions about the nature of the study, please contact Ravi Patel, in the SPEC Products, Systems and Analysis Office at (404) 338-8749 or [email protected].

OMB #1545-1432

Thank you in advance for your participation.

Brian Griepentrog, PhD

Director of Research

Fors Marsh Group, LLC

OMB #1545-1432

SPEC Partner Survey Reminder Email

From: TBD.com

To: [email address]

Subject: Reminder: 2016 IRS SPEC Partner Satisfaction Survey

Dear IRS SPEC Partner:

Recently you should have received an email message asking for your participation in the 2016 SPEC Partner Satisfaction Survey. To ensure that the findings represent the views of all SPEC partners, we urge you to take a few minutes to complete the survey. The final cutoff date is Monday, XX-XX-XXXX.

The survey is located online at [Hyperlink]

The survey is voluntary and should take less than 15 minutes.

You can access the survey from any computer that has internet access by clicking on the above internet address or by copying it into your browser. The web address above includes a password that will enable you to exit the survey and re-enter at a later time. It will also protect any data you have entered if you experience any computer disruptions. Fors Marsh Group will not share these passwords with the IRS at any time during or after this study. 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 current valid IRS surveys and should provide a reference to this survey, the “W&I: CARE: Stakeholder Partnership, Education and Communication – SPEC Partner.”

If you have any questions about the survey administration or are having problems accessing the survey, please feel free to contact us at [email protected].

If you have any general questions about the nature of the study, please contact Ravi Patel, in the SPEC Products, Systems and Analysis Office at (404) 338-8749 or [email protected].

Thank you in advance for your participation.

Brian Griepentrog, PhD

Director of Research

Fors Marsh Group, LLC

OMB #1545-1432

SPEC Partner Survey Final Reminder Email

From: TBD.com

To: [e-mail address]

Subject: Final Reminder: 2016 IRS SPEC Partner Satisfaction Survey

Dear IRS SPEC Partner:

You might just have overlooked our earlier email message asking for your participation in the 2016 IRS SPEC Partner Satisfaction Survey. Or, you might have begun the survey but did not complete it. In either case, we would like to give you a final chance to complete the web-based survey so we can include your feedback for the IRS.

The cutoff date for you to complete the survey is Monday, XX-XX-XXXX. If you have already started the survey, it will resume exactly where you left off with all of your previous responses saved.

Your survey is located online at [Hyperlink]

The survey is voluntary and should take less than 15 minutes.

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 current valid IRS surveys and should provide a reference to this survey, the “W&I: CARE: Stakeholder Partnership, Education and Communication – SPEC Partner.”

If you have any questions about the survey administration or are having problems accessing the survey, please feel free to contact us at [email protected].

If you have any general questions about the nature of the study, please contact Ravi Patel, in the SPEC Products, Systems and Analysis Office at (404) 338-8749 or Ravi.A. [email protected].

Thank you and I look forward to receiving your feedback.

Brian Griepentrog, PhD

Director of Research

Fors Marsh Group, LLCC

FY2015 Partner Survey Page 40