Decades-old computer systems 'paid for by the Kennedy administration' and terrible management are the reasons for poor customer service at the IRS, an insider has claimed.
An IRS employee, who has worked at the agency for more than a decade, has spoken exclusively to DailyMail.com about its failings, as it comes under fire for long call wait times.
The staffer, who has worked on the customer service and IT teams, said that managers pursued 'vanity projects' instead of making changes which would benefit workers and taxpayers.
It comes after a bombshell report in June revealed that an inefficient use of staff means that customer service representatives were often left 'sitting around for the phone to ring.'
At the same time, only 31 percent of those who tried to get in touch with the agency were actually able to get through to speak to a human.
Decades-old computer systems 'paid for by the Kennedy administration' and terrible management are the reasons for poor customer service at the IRS, an insider has claimed
Customer service workers were waiting for calls for 1.1 million hours during this year's seven week tax season, according to a report from the National Taxpayer Advocate, a watchdog for the IRS.
Latest figures show there are around 20,000 customer service employees at the IRS.
This means that this filing season each one lost an average of 55 hours, or just under seven eight-hour working days, according to DailyMail.com calculations.
Customer service representatives...
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