An IRS watchdog told Congress last year that the discarded metric is “misleading,” and "does not accurately reflect the experience of most taxpayers who call." ...

The Internal Revenue Service headquarters in Washington, D.C. The Internal Revenue Service made progress on its customer service and systems last year, but it's still facing challenges with processing ...

The Internal Revenue Service (IRS) answered a smaller share of taxpayer calls and kept taxpayers on hold longer last year than in other recent years, according to a new report. The IRS was only able ...

The IRS on Friday unveiled a new Taxpayer Experience Office as part of a long-term plan to improve customer service issues. The office will focus on "all aspects of taxpayer transactions," working ...