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Warning Text %XTableStyleMedium9PivotStyleLight168dq:F3ffff̙̙3f3fff3f3f33333f33333\`2kTable 19  ;J8 LLType 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 Where s My Refund inquiriesGTaxpayer education and tax return preparation for individual taxpayers:ATaxpayer outreach for small business and self-employed taxpayers:*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]::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.Taxpayers assisted:+Telephone level of service (percentage) [3]% Where's My Amended Return inquiries'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.[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.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.[16] Reflects events for which the Federal Emergency Management Agency designated major disaster areas and the IRS granted administrative tax relief.[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.5Number of non-IRS outlets stocking paper products [6]IRS Video Portal views [8]Interactive tax assistant [11]IRS2GO active users [12]"Online Installment Agreements [13]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][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."Electronic transactions, total [9]Direct Pay settlements [10]O[10] Represents the total count of payment settlements plus payment reversals.[2] Includes contacts at 371 IRS Taxpayer Assistance Centers and 31 Virtual Service Delivery sites. Excludes Volunteer Income Tax Assistance and Tax Counseling for the Elderly sites, which are shown separately in this table.HEnterprise Taxpayer Self-Assistance Participation Rate (percentage) [15]2Transcript Delivery System requests fulfilled [14][11] Represents the number of interactions completed using the Interactive Tax Assistant (ITA). The ITA is a tax law resource that takes taxpayers through a series of questions and provides answers to their tax law questions.)Number targeted to small business owners $Number targeted to payroll providersrTable 19. Selected Taxpayer Assistance and Education Programs, by Type of Assistance or Program, Fiscal Year 2017[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 and FY 2017 data cannot be compared to the FY 2015 correspondence processed.[17] The number of taxpayers assisted at Disaster Recovery Centers increased from FY 2016 due to Hurricanes Harvey, Irma, and Maria.[5] The percentage shown in this table represents the results from the Accounts Management Customer Satisfaction (Adjustments) survey and reflects the level of customer satisfaction with adjustment processing and handling of customer account correspondence, claims, and amended returns.[9] The Electronic Filing Personal Identification Numbers application was discontinued June 17, 2016, and is no longer included in this total.[15] The percentage of taxpayers using self-assistance tools for their service needs. Beginning FY 2017, IRS replaced the current Taxpayer Self Assistance Rate with a new metric, Enterprise Taxpayer Self Assistance Participation Rate. The new metric includes established self-service channels such as Where's My Refund, modernized internet employer identification number (mod-IEIN), interactive tax assistant, Where's My Amended Return, get transcript online or by mail, Federal Student Aid verification, Transcript Delivery System, income verification express service, electronic payments, and online payment agreements. The metric also includes automated calls to the IRS. The metric demonstrates IRS's progress towards providing more service options, and taxpayer s adoption of self-assistance. As new self-assistance applications are provided to the public, they will be added to the methodology.IRS Website usage [7]:[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 Web page and ends when the user leaves the IRS.gov Website. Users may access multiple Web pa<ges 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.[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. Beginning FY 2017, the methodology changed from counting requests received to actual requests delivered or resolved. 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The application is responsible for updating this value after each revision. metaAttributes"/>Oh+'0HP hSelected Taxpayer Assistance and Education Programs, by Type of Assistance or Program, Fiscal Year 2017Microsoft Macintosh Excel@Q2W@V@V Internal Revenue Servicernal Revenue Service՜.+,D՜.+,,HP X`hp x   Table 19'Table 19'!Print_Area  Worksheets Named Ranges X4<$ T2009 Table TitleOkay to Print dateDocumentSummaryInformation8I4CompObjZk!S0000000000000000000000000000002!P0000000000000000000000000000002Order _dlc_DocId_dlc_DocIdItemGuid _dlc_DocIdUrlhTable 19. Taxpayer Assistance and Education Programs for Individual Taxpayers, by Type of Assistance2011-03-08T00:00:00Z, 8600.000000000006XPPHC6MQJPH-51303326-126(dd8bfe41-6ca6-469e-95db-f3437b3d5150https://organization.ds.irsnet.gov/sites/ras/soi/spec_stud/cdd/2017IRSDataBookWorkspace/_layouts/DocIdRedir.aspx?ID=6XPPHC6MQJPH-51303326-126, 6XPPHC6MQJPH-51303326-126 FMicrosoft Excel 2003 WorksheetBiff8Excel.Sheet.89qth Schwartz