IRS Commissioner Douglas Shulman, in a recent speech before the AICPA, touted accomplishments of his term as the 47th IRS Commissioner, just as that term was about to officially come to a close.
Among other things, Shulman observed that in 1998, the IRS hit “rock bottom” with only 32 percent of respondents to the (American Customer Satisfaction) Index survey voicing satisfaction with how IRS was doing its job. But in 2011, the Index showed satisfaction with the tax filing experience reaching 73 on a scale of 100 among all individual tax filers. “That is our highest score since we began participating in the survey in 1994. I am especially proud of our continued progress in this metric, given the new responsibilities handed to the IRS in recent years…the increasing complexity of the tax code…and our continued drive to cut costs…..The IRS is now recognized as a highly efficient and effective institution to carry out important and high profile government initiatives.”
We guess the Commissioner hasn’t had an opportunity to call one of his own toll-free numbers, lately, in an effort to resolve a problem.