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$80 Billion Influx Has Helped Customer Service, I.R.S. Says [1]

['Alan Rappeport', 'More About Alan Rappeport']

Date: 2023-08-16

Mr. Werfel, in a briefing with reporters on Tuesday afternoon, said that the I.R.S.’s recent accomplishments, such as digitizing paper tax filings and improving responsiveness to taxpayers, should dispel Republican fears about the agency’s intent.

“There were suggestions that this funding was going to supply an army of armed I.R.S. agents who are out to shake down average taxpayers,” Mr. Werfel said. “This myth should be laid to rest.”

The I.R.S. funding is intended to help the agency recover from debilitating budget cuts over the past several years. President Biden has said the additional money will help the agency go after tax cheats, chipping away at the $7 trillion tax gap of money owed to the federal government but projected to go uncollected over the next decade. Although beefed up enforcement is a big part of that, the I.R.S. has been focused on promoting its upgraded technology and improved service.

The agency has been racing to digitize tax forms and reduce hold times that have frustrated taxpayers who try to call the I.R.S. for help. Average wait times fell to 3 minutes from 28 minutes during the 2023 tax season, and the agency cleared a backlog of unprocessed tax forms that topped 20 million in 2022.

To underscore the idea of a friendlier I.R.S., Mr. Werfel noted that the agency announced last month it would dramatically curb unannounced visits by agents to homes and businesses. The move was intended to reduce tension between I.R.S. agents and taxpayers and help eliminate scams by people who impersonate I.R.S. staff.

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[1] Url: https://www.nytimes.com/2023/08/16/us/politics/irs-cash-influx-digital.html

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