The IRS is telling lawmakers that billions of dollars in multi-year modernization funds are helping the agency provide a level of customer service that taxpayers expect — and is asking for more funding to keep up with that demand.
The agency handled a million more calls this filing season, compared to the 7.7 million it answered last year — and three million more calls than in 2022.
The IRS exceeded its customer service goals for the second year in a row, providing an 88% level of phone service during this year’s filing season. That’s compared to only 15% of callers getting through to the agency in 2022.
On average, callers on its main phone lines got their questions answered in about three minutes.
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