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Title page
Contents
Highlights 2
Letter 5
Background 8
IRS Budget 8
IRS Customer Service 9
Systemic Verification 11
ITIN 11
Tax Cuts and Jobs Act 12
IRS Improved Customer Service, Managed Multiple Challenges Processing Returns, and Identified More Potential Fraud and Noncompliance Compared to Last Year 13
Customer Service Generally Improved During the 2018 Filing Season 13
IRS Managed Multiple Processing Challenges During the 2018 Filing Season Including Changes in Tax Law and Issues with Hiring and Redistributing Work Responsibilities 22
IRS Identified More Potential Fraud and Noncompliance by Verifying Wage Information Than It Did at the Same Point in the 2017 Filing Season 26
IRS Continued to Deactivate and Renew ITINs 29
IRS Developed a Management Structure to Implement the Tax Cuts and Jobs Act and Address Associated Challenges and Took Steps to More Fully Involve Human Capital Decision Makers 30
IRS Developed a Management Structure to Implement the Tax Cuts and Jobs Act and Took Steps to More Fully Involve Its Human Capital Decision Makers 30
IRS Identified the Scope, Nature, and Time Frame of the Tax Cuts and Jobs Act as Implementation Challenges 33
Agency Comments and Our Evaluation 35
Appendix I: Comments from the Internal Revenue Service 37
Appendix II: GAO Contact and Staff Acknowledgments 41
Figure 1. IRS Appropriations for Fiscal Years 2000 to 2018 9
Figure 2. IRS Improved Telephone Level of Service and Wait Times during the 2018 Filing Season 14
Figure 3. IRS's Total Taxpayer Service Call Volume, 2013 through 2018 Filing Seasons 15
Figure 4. Use of irs.gov, 2013 through 2018 Filing Seasons 19
Figure 5. IRS Organizational Structure and Components for Implementing the Tax Cuts and Jobs Act 32
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