Post-Pandemic Actions Have Contributed to Declines in Automated Collection System Level of Service and Collection

Submitting OIG:

Date Issued:

Wednesday, December 20, 2023

Agency Reviewed / Investigated:

Submitting OIG-Specific Report Number:

2024-300-008

Location(s):

Agency-Wide

Type of Report:

Audit

Questioned Costs:

Funds for Better Use:

Number of Recommendations:

Report updated under NDAA 5274:

View Document:

Attachment	Size
2024300008fr.pdf	2.31 MB

Related Open Recommendations

Recommendation Number	Recommendation Status	Significant Recommendation
1	Open	No
Dedicate staff to ensure that manual inventories worked by collection representatives are always in process to avoid potential delayed collection actions and taxpayer burden.
2	Open	No
Review the virtual training curriculum and incorporate appropriate adjustments, including a potential return to an in-person training curriculum to ensure that all new hire employees have adequate training to accurately assist taxpayers in a timely manner and improve customer accuracy ratings.
3	Open	No
Establish a consistent approach between ACS Support sites when defining portable work in an effort to improve efficiency.
4	Open	No
Continually monitor available ACS and ACS Support metrics to evaluate potential risks with ACS collection representatives and ACS Support tax examiners who telework and develop strategies to mitigate those risks, such as any adverse impact to its LOS, the security of taxpayer information, productivity, and taxpayer customer service.