CS-17-478 Collection Field Inventory Survey

Internal Revenue Service

3374585757

OMB # xxxxxxxx

Small Business/Self-Employed

Customer Satisfaction Survey
Collection
The IRS is trying to improve it`s service to the public. You can help us in this important mission by answering the questions below. This voluntary survey
should take less than 5 minutes to complete. Your responses will be kept completely anonymous. If you have any questions about this survey, you may
call the Survey Help line at 1-800-521-7177.
We want to ask you very specifically about the contacts you had with a Collection revenue officer-not about all of your contacts with the IRS.

Instructions:
Use a black or blue ink pen only.
Shade circles like this -->
NOT like this -->

Q1

Return to:
Internal Revenue Service
SB/SE Research Room 239
7850 SW 6th Court
Plantation, FL 33324-3202

The questions that follow ask your opinion regarding your experience working with the revenue officer assigned to your case from our
local IRS office. For each question, regardless of whether you agree or disagree with the final case outcome, please indicate your
answer by filling in the circle that best represents your opinion.

Again, focusing on your experience working with the revenue
officer assigned to your case from the local IRS office, how
satisfied are you with:

Very
Dissatisfied

Somewhat
Dissatisfied

Neither
Satisfied
Nor
Dissatisfied

Somewhat
Satisfied

Very
Satisfied

a. Ease of understanding correspondence from your assigned revenue
officer?

1

2

3

4

5

b. Ease of contacting your assigned revenue officer?

1

2

3

4

5

c. Amount of time your revenue officer took to respond to you?

1

2

3

4

5

d. Courtesy and professionalism of your assigned revenue officer?

1

2

3

4

5

e. Explanation of the collection process by your revenue officer?

1

2

3

4

5

f. Explanation of what would happen if you did not comply?

1

2

3

4

5

g. Acknowledging receipt of the information you submitted?

1

2

3

4

5

h. Consideration given to the information you submitted?

1

2

3

4

5

i. Explanation of payment options that may be available to you?

1

2

3

4

5

j. Flexibility of your revenue officer in resolving the issue?

1

2

3

4

5

k. Keeping you up-to-date on your field collection process?

1

2

3

4

5

l. Notifying you of case closure?

1

2

3

4

5

m. Amount of time you had to spend on this collection issue?

1

2

3

4

5

n. Fairness of treatment by your revenue officer?

1

2

3

4

5

Please continue on back
Form xxxxxxxxxx

Catalog Number xxxxxx

Department of the Treasury-Internal Revenue Service

9278585756

Internal Revenue Service
Small Business/Self-Employed

Customer Satisfaction Survey
Collection
Q2 Regardless of whether you agree or disagree with the
final case outcome, how would you rate your overall
satisfaction with your experience working with the revenue
officer assigned to your case from the local IRS office?

Very
Dissatisfied

Q3 How many IRS revenue officers contacted you
regarding this case?

Q4

Neither
Satisfied
Nor
Dissatisfied

Somewhat
Dissatisfied

1

2

None
1
2
3

Somewhat
Satisfied

3

Very
Satisfied

4

5

4
5
6 or more
Don`t remember

The Taxpayer
Are you...?
A tax professional who represented the taxpayer
(SKIP TO BOX AFTER QUESTION Q7)

Someone else who represented the taxpayer
(SKIP TO BOX AFTER QUESTION Q7)

Q5

If you are the taxpayer, did you use a tax professional to
assist you in handling your Collection case with the IRS?

Yes
No
Don`t recall

Q6

Whom did you rely on most for information regarding the
status fo your Collection case?

Your tax professional
Your IRS revenue officer
Other

Q7

(SKIP TO BOX AFTER QUESTION Q7)

Very
How satisfied are you with your tax professional keeping
Dissatisfied
you up-to-date on your field collection process?
1

(SKIP TO BOX AFTER QUESTION Q7)

Somewhat
Dissatisfied
2

Neither
Satisfied
Nor
Dissatisfied
3

Somewhat
Satisfied

Very
Satisfied

4

5

Q8 Use this space for comments or suggestions for improvement. (Please write legibly, every comment will be carefully considered.)
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
If you have been unable to resolve any specific problems with your tax matter through the normal IRS channels, or now face a significant hardship due to the
application of the tax law, we encourage you to contacxt the Taxpayer Advocate Service at 1-877-777-4778.

Thank you for completing the survey!
Paperwork Reduction Act Notice:
The Paperwork Reduction Act requires that the IRS display an OMB control number on all public information requests. The OMB Control Number
for this survey is 1545-1432. We estimate the time required to fill out this questionnaire will average 5 minutes. Also, if you have any comments
regarding the time estimates associated with this study or suggestions on making this process simpler, please write to: Internal Revenue Service,
Special Services Section, SE:W:CAR:MP:T:M:S, Room 6129 1111 Constitution Ave. NW Washington, DC 20224

Form xxxxxxxxxx

Catalog Number xxxxxx

Department of the Treasury-Internal Revenue Service

INTERNAL REVENUE SERVICE
SB/SE FR&S - RESEARCH
ROOM 239
7850 SW 6th COURT
PLANTATION, FL. 33324-3202
Dear
IRS recently sent you a survey asking for your help with an important research project. If you
have already completed the survey, thank you. If you have not already done so, please take a few
minutes to fill in your responses.
We are administering a nationwide survey among taxpayers who have had contact with the
Internal Revenue Service during the last six months. We want to know your opinions about the
revenue officer contact and your collection case worked with the revenue officer. Your responses
are critical to the accuracy of this research.
All responses will be anonymous to the Internal Revenue Service and your participation is
voluntary. We will group your responses with others and no individual reply can be traced back
to any one person or business.
This brief survey should take less than five minutes to complete. Please use the enclosed
postage-paid reply envelope to return your completed survey.
The IRS is committed to improving its performance and service to the American public. A first
step in this process is to gather reliable information from those who have had contact with IRS,
services and employees. Your honest opinions will help bring about this improvement.
Thank you, in advance, for your cooperation.

Sincerely,
[will add signature facsimile]
Deandra Reinhart
INTERNAL REVENUE SERVICE
SB/SE Research
Team 3 Research Chief

INTERNAL REVENUE SERVICE
SB/SE FR&S - RESEARCH
ROOM 239
7850 SW 6th COURT
PLANTATION, FL. 33324-3202

Dear (Taxpayer)
Reference: Customer Satisfaction Survey
I need your help with an important initiative I am undertaking to improve our service to
America's taxpayers. I want to get feedback from taxpayers, like you, contacted during the last
six months about your collection case with the IRS.
In a few days, you will receive a questionnaire asking your opinions about your contact with a
revenue officer from the Internal Revenue Service. Please direct it to the person who had the
most contact with the IRS on this matter. The questionnaire should take less than five minutes
to complete. Your answers will be combined with others to give us an evaluation of customer
satisfaction with IRS service.
The primary purpose for requesting this information is to help the IRS improve its service to
taxpayers. Our authority for requesting the information is 5 USC and 26 USC 7801. Providing
information is voluntary. If you do not answer all or part of the survey questions, the IRS may
lack information it could use to improve taxpayer service.
I am committed to improving IRS service to every taxpayer. Please help me in this effort by
completing and returning the questionnaire as soon as possible.
Sincerely,

Dretha Barham
Director, Operation Support

RETURN ADDRESS
INTERNAL REVENUE SERVICE
SB/SE FR&S - RESEARCH
ROOM 239
7850 SW 6th COURT
PLANTATION, FL. 33324-3202

**************************************************************************************************************************

Do We Have Your Input Yet?
Recently, you received a survey asking questions about your collection case with the IRS.
If you have already completed and returned the survey, please
accept our sincere thanks. If not, please take a few minutes to complete and
return it today. We want to be sure we have your opinions and suggestions
for improving the IRS’s service to the public.
If you have not responded to the survey, we will be sending one more
copy of the survey in case you did not receive the first one or it has been
misplaced. If you have any questions or concerns about this survey, please
contact us at email deandra.reinhart@irs.gov.

Dretha Barham
Director, Operations Support
L3_14710

INTERNAL REVENUE SERVICE
SB/SE FR&S - RESEARCH
ROOM 239
7850 SW 6th COURT
PLANTATION, FL. 33324-3202

Dear (Taxpayer)
A few days ago, you received a letter from Internal Revenue Service, Operation Support Director
Dretha Barham asking for your help with an important research project. The IRS is committed to
improving its performance and service to the American public. As part of this process, we are
administering a nationwide survey to gather reliable information from those who have had
contact with IRS employees and services.
Your have been selected to receive this survey because you were contacted by a revenue officer
because of your collection case with the IRS. We want to know your opinions regarding that
experience and the service you received from IRS. Your responses are critical to the accuracy of
this evaluation of the IRS’s service. Please direct it to the person who had the most contact
with the IRS on this matter and encourage them to respond.
Your participation is voluntary. IRS will keep your responses anonymous and we will group
your responses with others. No identifying information will be associated with your responses.
This brief survey should take less than five minutes to complete. Use the postage-paid reply
envelope to return your completed survey.
Thank you in advance for your cooperation. Your honest opinions will help bring about
improvements in service for America’s taxpayers.

Sincerely,
[will add signature facsimile]
Deandra Reinhart
INTERNAL REVENUE SERVICE
SB/SE Research
Team 3 Research Chief