Examining IRS Customer Service Challenges

Hearing Date: March 8, 2017 2:00 pm 2154 Rayburn HOB


  • To examine the Internal Revenue Service’s (IRS) failure to efficiently direct available resources to customer service and what might be done to improve it.


  • IRS’s customer service has been poor over the last several tax seasons, which IRS frequently attributes to lack of resources.
  • Recent reports by the Treasury Inspector General for Tax Administration (TIGTA) and the Taxpayer Advocate point out several areas where IRS could better direct its resources to customer service.
  • The Taxpayer Advocate’s 2016 annual report stressed the need to provide better face-to-face and telephone service to taxpayers, while TIGTA found that IRS has disproportionately decreased funding for telephone service.


Witnesses and testimonies

Name Title Organization Panel Document
The Honorable John Dalrymple Deputy Commissioner for Services and Enforcement Internal Revenue Service Document
Mr. Russell Martin Assistant Inspector General, Returns Processing and Account Services Treasury Inspector General for Tax Administration Document
Ms. Jessica Lucas-Judy Acting Director, Strategic Issues U.S. Government Accountability Office (GAO) Document