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0" }x}@���0" ���;@"��"# �� ��}�}A ???�0" �;@"???�"# ???�  ???� ???�}-}C 0" }-}D 0" }-}F 0" }U}G 0" ;@""# }-}H ��0" }(}`0" }(}a0" � 20% - Accent1�M�� 20% - Accent1 ef� �%� 20% - Accent2�M�"� 20% - Accent2 ef� �%� 20% - Accent3�M�&� 20% - Accent3 ef� �%� 20% - Accent4�M�*� 20% - Accent4 ef� �%� 20% - Accent5�M�.� 20% - Accent5 ef� �%� 20% - Accent6�M�2� 20% - Accent6  ef� �%� 40% - Accent1�M�� 40% - Accent1 L� �%� 40% - Accent2�M�#� 40% - Accent2 L� �%� 40% - Accent3�M�'� 40% - Accent3 L� �%� 40% - Accent4�M�+� 40% - Accent4 L� �%� 40% - Accent5�M�/� 40% - Accent5 L� �%� 40% - Accent6�M�3� 40% - Accent6  L� �%� 60% - Accent1�M� � 60% - Accent1 23� ����%� 60% - Accent2�M�$� 60% - Accent2 23ږ� ����%� 60% - Accent3�M�(� 60% - Accent3 23� ����%� 60% - Accent4�M�,� 60% - Accent4 23� ����%� 60% - Accent5�M�0� 60% - Accent5 23� ����%�! 60% - Accent6�M�4� 60% - Accent6  23� ����%� "Accent1�A��Accent1 O� ����%� #Accent2�A�!�Accent2 PM� ����%� $Accent3�A�%�Accent3 Y� ����%� %Accent4�A�)�Accent4 d� ����%� &Accent5�A�-�Accent5 K� ����%� 'Accent6�A�1�Accent6  F� ����%�(Bad�9��Bad ��� ���%�) Calculation���� Calculation �� �}�%������ ���* Check Cell��� Check Cell �� ����%�???��???��???� �???��+�� ��Comma�,��(�� Comma [0]� -Comma 2�.��&��Currency�/��.�� Currency [0]�0Explanatory Text�G�5�Explanatory Text ��%�1 ��F� �Followed Hyperlink  �� 2Good�;��Good �� �a�%�3 Heading 1�G�� Heading 1 I}�%O��4 Heading 2�G�� Heading 2 I}�%�?��5 Heading 3�G�� Heading 3 I}�%23��6 Heading 4�9�� Heading 4 I}�%�7��4�� Hyperlink  ��� 8Input�u��Input ��̙� �??v�%������ ���9 Linked Cell�K�� Linked Cell �}�%���� :Neutral�A��Neutral ��� �e�%���"��Normal� ;Normal 2� <Normal 3� =Normal 4�7���Normal 4 �%�> Normal 4 2�? Normal 4 3�;��� Normal 4 3 �%� @Note�b� �Note ���������� ��� AOutput�w��Output �� �???�%�???��???��???� �???��B��$��Percent�C Percent 2�D Percent 2 2�E style_titles� FTitle�1��Title I}�%� GTotal�M��Total �%O�O��H Warning Text�?� � Warning Text ���%�X��TableStyleMedium9PivotStyleLight16��8���������d�q:F����3f�����ff�f�������������������̙��̙3f�3�����fff��3f3f333�3�3f33�333\���`�IeTable 19������  ;K���8��MMType 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+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, total*Number of toll-free disaster hotline calls%Electronic newsletter subscriptions: $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.*Taxpayer Assistance Center contacts [2] !Average speed of answer (minutes)<Toll-free assistance customer satisfaction rate (percentage)8Orders for forms, publications, and other paper products)Toll-free telephone assistance calls [1]:�[5] This survey reflects the level of customer satisfaction with adjustment processing and handling of customer account correspondence, claims, and amended returns.:Correspondence customer satisfaction rate (percentage) [5]oFederal returns prepared through Volunteer Income Tax Assistance and Tax Counseling for the Elderly programs Number of downloads�[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.�[3] Represents the relative success rate of taxpayers that call for CAS services seeking assistance from a customer service representative.rTable 19. Selected Taxpayer Assistance and Education Programs, by Type of Assistance or Program, Fiscal Year 2016Taxpayers assisted:+Telephone level of service (percentage) [3]% Where's My Amended Return inquiries�[2] Includes contacts at 376 IRS Taxpayer Assistance Centers and 25 Virtual Service Delivery sites. Excludes Volunteer Income Tax Assistance and Tax Counseling for the Elderly sites, which are shown separately in this table.'Tax law questions (percentage accurate)'Account questions (percentage accurate)Taxpayer correspondence:3Total correspondence and amended returns closed [4]�[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.[7] An increasing number of taxpayers receive assistance via IRS.gov. This online assistance is reported as visits, page views, and downloads. A Web site visit is a session that begins when a user views his or her first Web page and ends when the user leaves the IRS.gov Web site. Users may access multiple Web pages during a single visit to the IRS Web site; these are counted as page views. A download is the process of copying a file, such as Form 1040, from the IRS.gov Web site to the user s personal computer.�[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.N[9] Represents the total count of payment settlements plus payment reversals.�[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.�[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.q[12] Includes the number of users who opened the IRS2GO mobile application at least once during the fiscal year.�[13] 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.2[14] 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.V[15] The percentage of taxpayers using self-assistance tools for their service needs.�[16] Reflects events for which the Federal Emergency Management Agency designated major disaster areas and the IRS granted administrative tax relief.�[17] The number of taxpayers assisted at Disaster Recovery Centers decreased from Fiscal Year 2015 due to taxpayers taking advantage of electronic options in securing disaster assistance. �[18] Represents the accuracy of Federal returns prepared at Volunteer Income Tax Assistance and Tax Counseling for the Elderly sites.[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.�[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.�[4] Beginning with Fiscal Year (FY) 2016, includes all individual and business taxpayer correspondence for domestic and international taxpayers, Injured Spouse, Penalties, Affordable Care Act , Exempt Organizations, and amended returns processed in Accounts Management, Wage and Investment Division. Due to the inclusion of additional categories, the FY 2016 totals cannot be compared to FY 2015 correspondence processed. 5Number of non-IRS outlets stocking paper products [6]IRS Web site usage [7]:IRS Video Portal views [8]Direct Pay settlements [9]6Electronic Filing Personal Identification Numbers [10]Interactive tax assistant [11]IRS2GO active users [12]"Online Installment Agreements [13]2Transcript Delivery System requests fulfilled [14]/Taxpayer Self-Assistance Rate (percentage) [15]Disaster incidents [16]:>Number of taxpayers assisted at Disaster Recovery Centers [17]]Volunteer Income Tax Assistance and Tax Counseling for the Elderly (percentage accurate) [18]Number of events [19, 20]Number of participants [20]CNumber targeted to small business owners and payroll providers [21]�[21] This line has been revised to include the number of electronic newsletter subscriptions targeted to payroll providers. 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