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  • TIGTA reviews the IRS Small Business/Self-Employed Division

    Friday 21st of September 2012 4:57:49 PM

    With the suggestion of the IRS, Treasury Inspector General for Tax Administration (TIGTA) initiated its review in the IRS telephone handling process particularly the progress made by the SB/SE Division in using the ICMS.

    Intelligent Contact Management System (ICMS) is the new telephone system that the Small Business/Self-Employed (SB/SE) Division integrates into their correspondence audit process, thus making the call experiences of taxpayers a lot more manageable and responsive.

    TIGTA releases their recommendations with the IRS on how SB/SE Division can best utilize the capacity of ICMS. Points of recommendations were focused mainly in the call handling procedures of examiners like doing return calls etc.


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