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Warning Text %XTableStyleMedium9PivotStyleLight168dq:F3ffff̙̙3f3fff3f3f33333f33333\`Q^Table 19  ;K8JNNType of assistance or program(Forms and publications (paper products): AutomatedLive3Assistance provided through the Internet (IRS.gov):Number of visitsNumber of page views*Volunteer Tax Preparation Assistance sites)Account questions (percentage accurate) )Tax law questions (percentage accurate) +Accuracy of toll-free telephone assistance:State incidentsCounty/city incidentsJVolunteers assisting in taxpayer education and return preparation programs"Disaster and emergency assistance: Number or percentage2Online Employer Identification Number applications"Call and walk-in assistance, total Where s My Refund inquiriesGTaxpayer education and tax return preparation for individual taxpayers:ATaxpayer outreach for small business and self-employed taxpayers:Electronic transactions, total9Number of taxpayers assisted at Disaster Recovery Centers*Number of toll-free disaster hotline calls%Electronic newsletter subscriptions: >Number targeted to small business owners and payroll providers$Number targeted to tax professionals SOURCES: Wage and Investment, Strategy and Finance, Program Management Office; Online Services, Online Engagement, Operations and Media; Small Business/Self-Employed, Communications, Outreach, Systems and Solutions; Communications and Liaison, National Public Liaison. 132,608,333Taxpayer CorrespondenceTotal amended returns processed*Taxpayer Assistance Center contacts [2] !Average speed of answer (minutes)%"Where's My Amended Return" inquiries<Toll-free assistance customer satisfaction rate (percentage)5Number of non-IRS outlets stocking paper products [6][6] Represents the number of organizations that distribute paper forms and publications or make reproducible forms and publications available. Some organizations may have multiple sites.[2] Includes contacts at 378 IRS Taxpayer Assistance Centers. Excludes Volunteer Income Tax Assistance and Tax Counseling for the Elderly sites, which are shown separately in this table.8Orders for forms, publications, and other paper products)Toll-free telephone assistance calls [1]:rTable 19. Selected Taxpayer Assistance and Education Programs, by Type of Assistance or Program, Fiscal Year 2015[5] This survey reflects the level of customer satisfaction with adjustment processing and handling of customer account correspondence, claims, and amended returns.!Level of Service (percentage) [3]"Total correspondence processed [4]:Correspondence customer satisfaction rate (percentage) [5]oFederal returns prepared through Volunteer Income Tax Assistance and Tax Counseling for the Elderly programs [4] Includes the number of individual and business taxpayer correspondence processed for both domestic and international taxpayers. Does not include amended returns.[16] Reflects events for which the Federal Emergency Management Agency designated major disaster areas and the IRS granted administrative tax relief.[19] Includes Tax Practitioner Institutes, Small Business Forums, Small Business Tax Workshops, tax practitioner and payroll provider meetings, governmental contacts, and miscellaneous stakeholder meetings and events. Includes virtual technology-based sessions.Number of downloadsDisaster incidents [16]:Taxpayers assisted [17]:Number of participants [20]IRS Website usage [7]:IRS Video Portal views [8]1Transcript Delivery System requests fulfilled [9]6Electronic Filing Personal Identification Numbers [10]Interactive tax assistant [11]IRS2GO active users [12]Direct Pay settlements [13]"Online Installment Agreements [14]/Taxpayer Self-Assistance Rate (percentage) [15][11] The interactive tax assistant is a tax law resource that takes taxpayers through a series of questions and provides answers to their tax law questions.[10] An Electronic Filing Personal Identification Number can be used in lieu of the prior-year adjusted gross income to verify a taxpayer's identify for electronic filing.1[9] The Transcript Delivery System enables authorized tax practitioners to order tax account, tax return transcript, and other tax information for their business and individual clients.Requests are returned to the practitioner s computer through a secure online connection within minutes of the request.[8] The IRS Video Portal provides information through audio and video presentations, as well as webinars (electronic seminars) on a variety of tax-related topics.[7] An increasing number of taxpayers receive assistance via IRS.gov. This online assistance is reported as visits, page views, and downloads. A Website visit is a session that begins when a user views his or her first Webpage and ends when the user leaves the IRS.gov Website. Users may access multiple Webpages during a single visit to the IRS Website; these are counted as page views. A download is the process of copying a file, such as Form 1040, from the IRS.gov Website to the user s personal computer.[1] Includes calls answered by Customer Account Services (CAS) and automated calls (including TeleTax and Tax-Exempt and Government Entities Division), but excludes calls answered by Automated Collection Services.[17] Both the number of toll-free disaster hotline calls and the number of taxpayers assisted at Disaster Recovery Centers increased from FY 14 due to an increase in the number of events for which IRS granted administrative tax relief. Number of events [19] [20]p[12] Includes the number of users who opened the IRS2Go mobile application at least once during the fiscal year.N[13] Represents the total count of payment settlements plus payment reversals.[18] Represents the accuracy of Federal returns prepared at Volunteer Income Tax Assistance and Tax Counseling for the Elderly sites.[20] Due to budget constraints, the number of events decreased, but more events were conducted virtually rather than face-to-face, thus allowing the IRS to reach a larger participating audience.V[15] The percentage of taxpayers using self-assistance tools for their service needs.]Volunteer Income Tax Assistance and Tax Counseling for the Elderly (percentage accurate) [18][3] Represents the relative success rate of taxpayers that call for CAS services seeking assistance from a customer service representative.[14] Includes the number of individual and business installment agreements established or revised online. It also includes the number of short-term extensions (30, 60, and 120 days) and the number of agreements required to pay the balance now.RO3 :4t51#7;9;8? 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