"Based on limited and anecdotal information, many practitioners noted that the IRS appeared to operating consistently compared with the prior year's service," AICPA said in a recent letter to the Senate Finance Committee's top leadership following a hearing on the 2026 tax filing season, adding that data currently available shows "tax return processing remained relatively consistent, though the quality of telephone services appeared to vary depending on the hotline."
AICPA did observe that while Internal Revenue Service modernization efforts have allowed for consistent customer service levels compared to recent prior years, "IRS customer service has not returned to pre-COVID-19 pandemic levels according to IRS data and the AICPA's most recent annual membership survey."
With that, the industry organization offered recommendations in the areas of governance and oversight, taxpayer services, and dedicated practitioner services.
In the area of IRS governance and oversight, AICPA recommended the following:
- Requiring a Government Accountability Office review to determine whether a private sector board with sufficient authority to hold the IRS accountable and oversee implementation of key recommendations from advisory groups;
- Re-establish the annual joint hearing review to focus on strategic and business plans, taxpayer service and compliance, technology and modernization, and the filing season; and
- The Joint Committee on Taxation should provide a bi-annual report on the overall state of the Federal tax system.
- Hire more qualified and experienced professionals from the private sector, adequately train all agency employees, skillfully manage IRS resources, and ensure organizational alignment between Congress, the executive branch, and the IRS;
- Congress should determine what the appropriate level of service is and then ensure that the appropriate resources are allocated to achieve that level;
- Continue to improve the technology infrastructure modernization; and
- Effectively utilize customer satisfaction surveys to assess IRS performance, improve the taxpayer experience, and effectuate modernization efforts or process improvement.
In the area of dedicated practitioner services, AICPA recommended:
- Create consolidated dedicated "executive-level" practitioner services comparable to private sector services that are implemented and adapted based on practitioner feedback solicited periodically; and
- Continue to expand the functionality of a robust and enhanced tax professional account as part of the IRS's online portal with account access to all of a practitioner's client information, allowing for IRS to communicate directly with authorized practitioners, enable a centralized login system, and prioritize the protection and privacy of user identities and data;
- Provide practitioners with a robust practitioner priority hotline with high-skilled employees capable of resolving complex technical and procedural issues; and
- Assign customer service representatives to each geographic area to address unusual or complex issues that practitioners were unable to resolve through the priority hotlines.