Tax Administration: Taxpayer Input Could Strengthen IRS's Online Services, Report to Congressional Requesters [open pdf - 5MB]
From the GAO [Government Accountability Office] Highlights: "IRS [Internal Revenue Service] recognizes that taxpayers want more choices in how they interact with IRS, including through online services. GAO was asked to review IRS's online services--those which allow IRS and individual taxpayers to exchange personalized information electronically. This report (1) examines what is known about how IRS's current online services are meeting taxpayers' needs, and provides information about selected foreign and state revenue agencies' online services; (2) evaluates the extent to which IRS's strategy for identifying and prioritizing the development of new online services is consistent with relevant requirements and leading practices; and (3) examines how IRS is addressing key challenges in providing online services. GAO assessed IRS's online services against relevant requirements, agency goals, and leading practices; interviewed IRS officials; and identified additional services and practices from six foreign and state revenue agencies selected for offering multiple online services for exchanging personalized information with taxpayers."
Government Accountability Office: https://www.gao.gov/