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Warning Text %XTableStyleMedium9PivotStyleLight168dq:F3ffff̙̙3f3fff3f3f33333f33333\`sTable 19  ;Q5 RRType of assistance or program(Forms and publications (paper products): AutomatedLive3Assistance provided through the Internet (IRS.gov):Number of visits*Volunteer Tax Preparation Assistance sites+Accuracy of toll-free telephone assistance:County/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:%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] <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 [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.5Number of non-IRS outlets stocking paper products [6])Number targeted to small business owners $Number targeted to payroll providers[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.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 pages 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.'Call and face-to-face assistance, totalrTable 19. Selected Taxpayer Assistance and Education Programs, by Type of Assistance or Program, Fiscal Year 2018Number of page views [8]IRS Video Portal views [10][10] The IRS Video Portal provides information through audio and video presentations, as well as webinars (electronic seminars) on a variety of tax-related topics.IAverage speed of answer for live toll-free telephone assistance (minutes)Electronic transactions, totalDirect Pay settlements [11]Interactive Tax Assistant [14]IRS2GO active users [15]"Online Installment Agreements [16]2Transcript Delivery System requests fulfilled [17]HEnterprise Taxpayer Self-Assistance Participation Rate (percentage) [18]Disaster incidents [19]:/Number of toll-free disaster hotline calls [20]-[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. O[11] Represents the total count of payment settlements plus payment reversals.[14] 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.q[15] Includes the number of users who opened the IRS2GO mobile application at least once during the fiscal year.[17] 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. The change was made to be consistent with other transcript applications offered..Get Transcript Mail [13]Get Transcript Online [12][8] In FY 2018, the page view statistics increased relative to 2017 due primarily to a change in the web-metrics. Beginning FY 2018, several legacy applications that were previously not included in this metric were added.[9] In FY 2018, the download statistics increased relative to 2017 due primarily to a change in the web-metrics. Beginning FY 2018, web tracking returned to the methodology utilized prior to March 1, 2013. This method captures downloads that occur through external sites (e.g., directly from search engine results). Previous results only included downloads directly from links on IRS.gov.[21] The number of taxpayers assisted at Disaster Recovery Centers increased from FY 2017 because many of the Hurricanes Harvey, Irma, and Maria survivors were assisted in FY 2018. [22] Represents the accuracy of Federal returns prepared at Volunteer Income Tax Assistance and Tax Counseling for the Elderly sites.[23] 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.[24] 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.>Number of taxpayers assisted at Disaster Recovery Centers [21]]Volunteer Income Tax Assistance and Tax Counseling for the Elderly (percentage accurate) [22]Number of events [23, 24]Number of participants [24][20] The number of toll-free disaster hotline calls increased from FY 2017 because many of the Hurricanes Harvey, Irma, and Maria survivors were assisted in FY 2018. Number of downloads [9][16] 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 that required the taxpayer to pay the balance now.[19] Reflects events where the Federal Emergency Management Agency designated major disaster areas, and the IRS granted administrative tax relief.State/territory incidents[2] Includes contacts at 359 IRS Taxpayer Assistance Centers and 37 Virtual Service Delivery sites. Excludes Volunteer Income Tax Assistance and Tax Counseling for the Elderly sites, which are shown separately in this table (see footnote 22).6[12] Taxpayers may access the Get Transcript Online application by visiting the IRS.gov Website and selecting the  Get Your Tax Record link. Taxpayers are granted access to Get Transcript Online after completing Secure Access eAuthentication. After successfully registering, taxpayers may select available transcripts (tax return, tax account, record of account, wage and income, and/or verification of nonfiling letter) based on the type and year. Transcripts may be viewed online, printed, and/or downloaded. Multiple transcripts may be ordered in one session. [13] Taxpayers may access the Get Transcript by Mail application by visiting the IRS.gov Website and selecting the  Get Your Tax Record link. Taxpayers are granted access to Get Transcript by Mail after completing Secure Access eAuthentication. After successfully registering, the taxpayer may order a tax return transcript and/or a tax account transcript based on the type and year. The transcript will be delivered by mail to the address on file with the IRS. [18] 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 taxpayers' adoption of self-assistance. 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The application is responsible for updating this value after each revision. DocumentLibraryFormDocumentLibraryFormDocumentLibraryForm Oh+'0(HP   hSelected Taxpayer Assistance and Education Programs, by Type of Assistance or Program, Fiscal Year 2018Clay MoultonMicrosoft Macintosh Excel@Q2W@V@3 ՜.+,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-51303326-166(54f459d3-4270-4978-a14d-53f90d87dc87https://organization.ds.irsnet.gov/sites/ras/soi/spec_stud/cdd/2018IRSDataBookWorkspace/_layouts/15/DocIdRedir.aspx?ID=6XPPHC6MQJPH-51303326-166, 6XPPHC6MQJPH-51303326-166 FMicrosoft Excel 2003 WorksheetBiff8Excel.Sheet.89q