# Program and Organizational Changes Are Needed to Address the Continued Inadequate Tax Account Assistance Provided to Taxpayers > **Audit** by Treasury Inspector General for Tax Administration · 2022-03-18 > *About: Internal Revenue Service* ## Report - **Title:** Program and Organizational Changes Are Needed to Address the Continued Inadequate Tax Account Assistance Provided to Taxpayers - **Submitting OIG:** Treasury Inspector General for Tax Administration - **Component agency:** Internal Revenue Service - **Type:** Audit - **Publication date:** 2022-03-18 ## Recommendations - **Rec 1** (Closed): On September 20, 2021, we notified the Director, Accounts Management, that the Austin site was not requiring Accounts Management screeners to come into the office to perform their duties, resulting in a significant backlog and delays in inventory… - **Rec 10** (Closed): The Commissioner, Wage and Investment Division, should update existing scanning software or obtain a new scanning software to address document capacity concerns. - **Rec 11** (Open): The Commissioner, Wage and Investment Division, should ensure that programming is updated to systemically reject electronic submissions of Forms 2848 and 8821 when missing one of the five essential elements (name, address, signature, etc.) without… - **Rec 12** (Closed): The Commissioner, Wage and Investment Division, should ensure that the rejection letter used for Forms 2848 and 8821 is updated to include language that a revised form can be submitted electronically via an IRS Tax Pro Account25 or through Taxpayer… - **Rec 13** (Closed): Develop an action plan to prioritize the continued expansion of documents that can be sent in via electronic fax and converted into a CIS image. - **Rec 13** (Closed): The Commissioner, Wage and Investment Division, should develop an action plan to prioritize the continued expansion of documents that can be sent in via electronic fax and converted into a Correspondence Imaging System (CIS) image. - **Rec 14** (Closed): The Commissioner, Wage and Investment Division, should Identify priority work that needs to be expedited by the Image Control Team (ICT) and assess the feasibility of creating an electronic fax number to receive this inventory. - **Rec 15** (Closed): On July 12, 2021, TiGTA notified the Director, Accounts Management, of concerns regarding inaccuracies as it related to the compiling and reporting of the Accounts Management Inventory Report (AMIR). TIGTA recommended that the IRS perform a… - **Rec 16** (Closed): The Commissioner, Wage and Investment Division, should complete the inventory reconciliations for the four remaining Accounts Management site’s to identify and correct inventory inaccuracies and inconsistencies and implement processes to provide… - **Rec 17** (Closed): The Commissioner, Wage and Investment Division, should develop specific and detailed instructions for preparing the Accounts Management Inventory Report (AMIR), including how controlled and uncontrolled inventory should be captured - **Rec 18** (Open): The Commissioner, Wage and Investment Division, should develop a process to systemically pull all controlled inventory for each Accounts Management site for the Accounts Management Inventory Report (AMIR) to ensure consistency, reduce human error, and… - **Rec 19** (Closed): The Commissioner, Wage and Investment Division, should modify Accounts Management inventory reporting to report unassigned controlled inventory separately on the nationwide Accounts Management Inventory Report (AMIR) and limit the site-specific AMIRs… - **Rec 2** (Closed): The Commissioner, Wage and Investment Division, should evaluate directing taxpayers to send tax account correspondence and replies intended for Accounts Management directly to Campus Support Sites for processing to reduce backlogs at Tax Processing… - **Rec 3** (Closed): The Commissioner, Wage and Investment Division, should prioritize the development and implementation of tools that will enable taxpayers seeking assistance or responding to Accounts Management to correspond with the IRS electronically, including the… - **Rec 4** (Closed): The Chief Taxpayer Experience Officer, in conjunction with the Director, IRS NEXT Office, should evaluate establishing two distinct IRS programs as part of the IRS reorganization under the Taxpayer First Act – one dedicated to answering toll-free… - **Rec 5** (Closed): On June 9, 2021, we notified the Director, Customer Account Services, that Submission Processing requested resources from Accounts Management to assist with clearing the Image Control Team (ICT) backlog and was told by Campus Support management that… - **Rec 6** (Closed): On September 3, 2021, we notified the Director, Accounts Management, of concerns relating to the newly stood-up Fresno Campus Support Site, including scanners not being used to the full extent possible. We recommended that IRS management provide us… - **Rec 7** (Closed): The Commissioner, Wage and Investment Division, should complete a strategic review of all 10 Image Control Team (ICT) sites to determine what contributes to the ICT’s inability to timely scan and validate documents. Based on the results of this review… - **Rec 8** (Closed): The Commissioner, Wage and Investment Division, should cross-train additional mail clerks at Campus Support Sites to work Image Control Team (ICT) validations, freeing up additional resources in sites with higher inventories needing to be scanned, or… - **Rec 9** (Closed): The Commissioner, Wage and Investment Division, should develop specific instructions and a common template for all 10 Image Control Team (ICT) sites to consistently capture ICT inventory information. ## Source - [oversight.gov report page](https://www.oversight.gov/reports/audit/program-and-organizational-changes-are-needed-address-continued-inadequate-tax) --- *AI Analytics · CC0 1.0*