IRS comments on Collins' letter about service at local office

The Internal Revenue Service has offered a statement following criticism of customer service at its Gainesville office last week by Congressman Doug Collins, R-Gainesville.

 

Collins sent a letter to IRS commissioner John Koskinen on Friday, asking for solutions to wait times at the agency's Oak Street Office or Taxpayer Assistance Center.  The office employs one staff member and one security guard, according to Collins.

 

In a Monday afternoon email to AccessWDUN, Mark Green, IRS Media Relations Specialist for Georgia, Mississippi, Tennessee and Virginia, noted that budget cuts had reduced the number of Georgia IRS employees by about 32 percent since 2011.

 

"In Georgia, the IRS had 6,376 full- and part-time employees in 2011. By earlier this year, the number of Georgia IRS employees had fallen to 4,325 employees," Green wrote.

 

"IRS leaders have noted these staffing and budget reductions affect both taxpayer service and tax enforcement operations across the nation," Green added.

 

Green also noted plans to convert the office in Gainesville to an appointment service in October, a move he said will help eliminate lines that, "often frustrate taxpayers."

 

Green also said most people who visit a local center like the one in Gainesville can get what they need through another channel.

 

"While some taxpayers truly need to visit a TAC (Taxpayer Assistance Center), most people typically visit a TAC to make payments, inquire about a notice, ask about a refund, get a transcript of their tax return or pick up a tax form," Green wrote.

 

He said the appointment service will help get callers to the best platform for service.

 

"IRS data indicates that approximately half of those taxpayers who call to make appointments are helped without needing to go into a TAC, either over the phone or through our online tools," Green added.

 

Collins took issue on Friday with both the budget and appointment service points, but said he had no issues with the local office staff.

 

"The IRS has received the Congressman’s letter and will review it and respond to him," Green wrote.