Re:Mande Wilkes article “ Tea Party “
Was the IRS just being realistic?” Ms. Wilkes asked the reader, was the IRS just being efficient by Identifying Customers with Political sounding names, i.e.. the Tea Party. Having 30 years of experience for the largest utility in the United States, I have some examples for efficiency and good customer service. The reason I bring up customer service is that the head of the IRS stated that the delays were just poor customer service.
First, to have good customer service you must have goals. Goal 1: all inquiries are answered with 48 hours, a form letter letting the customer know that his inquiry has been received and being reviewed. Goal 2: No inquiry ages more that 30 days. All cases over 30 days are reviewed by the department manager. A report is generated by the department of the number of jobs received per month and their aging increments 0-7 days, 7-15 days, 15-30 days, and over 30 days. Those over 30 days are reviewed by the department manager for immediate resolution. All letters to the CEO (here it would pertain to the head of the IRS) would be answered by the department manager within 5 days with complete customer satisfaction.
Second, any increase in volume that would delay resolution would be handled by increased staffing where warranted. These added workers would come from areas where the work load has been diminished. With the IRS it is apparent that the work load has decreased with the number of people out of work and those 47 percent of people who pay no federal income tax.
The questions that need to be asked by Congress:
• How is customer service tracked?
• How many letters were sent to the head of the IRS?
• How many letters were sent to the department head? How were those letters answered?
• How did the department heads explain such a large backlog?
• How did the managers and department heads get bonuses with such a dismal record of customer service? .
I have a problem with excuses. Those who lie to Congress should receive a 5-year prison sentence for each lie to run consecutively. Who's steering the ship and why did it go aground?
If Congress were to ask for a copy of the letters to the executives of the IRS they would find in one day who is telling lies.