IRS: First Automated Customer Satisfaction Measurement System

As a contractor to VISTA-IT, assissted an Accenture team by providing testing and user performance reviews for the first automated system to measure the customer satisfaction of U.S. taxpayers with the services provided by the IRS.

The IRS runs 24 taxpayer assistance call centers that are integrated into a single nationwide system. This is one of the largest "customer support" operations in the world. It provides telephone assistance to 55 million phone callers per year, including both individuals and professional tax preparers, with services that scale from simple tax questions to collections services on overdue tax payments.

This new automated system measures and reports the customer satisfaction of those 55 million phone calls for tax assistance, and other direct U.S. citizen contacts with the IRS.
(Fall 1998 - Spring 1999)

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