TIGTA Finds IRS Chat Applications Lack Performance Controls, Reliable Data

The Treasury Inspector General for Tax Administration (TIGTA) found that the Internal Revenue Service (IRS) expanded taxpayer chat services without establishing reliable performance measures or data controls. In a June 15 report , TIGTA concluded that IRS management “has not taken sufficient steps to evaluate the effectiveness” of the Automated Collection System (ACS) function’s live chat and chatbot services. The ACS function within the Small Business/Self-Employed (SB/SE) Division primarily re