About this Service Provider (HISP)
The Internal Revenue Service (IRS) processed more than 240.2 million Federal tax returns and supplemental documents in 2020, collecting close to $3.5 trillion in gross taxes and issuing almost 122 million refunds.
Designated Services
Visiting IRS.gov
IRS sends surveys to those who visit IRS.gov.
Quarterly reports
Q4 2021
Service details
Service provided: Automated Collection System Toll-Free Survey
Transaction point: After calling the IRS ACS Toll-Free line for service over the phone.
Channel: phone
People served: 39179
Surveys offered: 39179
Responses: 1788
Transaction point: After calling the IRS ACS Toll-Free line for service over the phone.
Channel: phone
People served: 39179
Surveys offered: 39179
Responses: 1788
Service provided: Field Assistance Appointment Service
Transaction point: When calling to schedule an appointment for face-to-face service.
Channel: phone
People served: 126129
Surveys offered: 126129
Responses: 4777
Transaction point: When calling to schedule an appointment for face-to-face service.
Channel: phone
People served: 126129
Surveys offered: 126129
Responses: 4777
Service provided: Accounts Management Toll-Free Telephone Service
Transaction point: After calling the IRS Toll-Free line for service over the phone.
Channel: automated_phone
People served: 20887
Surveys offered: 20887
Responses: 1025
Transaction point: After calling the IRS Toll-Free line for service over the phone.
Channel: automated_phone
People served: 20887
Surveys offered: 20887
Responses: 1025
Service provided: IRS.gov Online Account
Transaction point: Random selection after successfully authenticating into the IRS Online Account application on a computer
Channel: computer
People served: 1462839
Surveys offered: 1462839
Responses: 41159
Transaction point: Random selection after successfully authenticating into the IRS Online Account application on a computer
Channel: computer
People served: 1462839
Surveys offered: 1462839
Responses: 41159
Service provided: IRS.gov
Transaction point: Random selection after visiting any IRS.gov PUP page on a computer. 50/50 split of being presented with main survey or beta survey
Channel: computer
People served: 3079065
Surveys offered: 3079065
Responses: 34473
Transaction point: Random selection after visiting any IRS.gov PUP page on a computer. 50/50 split of being presented with main survey or beta survey
Channel: computer
People served: 3079065
Surveys offered: 3079065
Responses: 34473
Service provided: Field Assistance Appointment Service Follow-Up
Transaction point: Customers who take the initial Field Assistance Appointment Service survey can opt-in to participate in a follow-up survey approximately one month later.
Channel: mixed
People served: 1849
Surveys offered: 1849
Responses: 529
Transaction point: Customers who take the initial Field Assistance Appointment Service survey can opt-in to participate in a follow-up survey approximately one month later.
Channel: mixed
People served: 1849
Surveys offered: 1849
Responses: 529
Q3 2021
Service details
Service provided: Automated Collection System Toll-Free Survey
Transaction point: After calling the IRS ACS Toll-Free line for service over the phone.
Channel: phone
People served: 45349
Surveys offered: 45349
Responses: 940
Transaction point: After calling the IRS ACS Toll-Free line for service over the phone.
Channel: phone
People served: 45349
Surveys offered: 45349
Responses: 940
Service provided: Accounts Management Toll-Free Telephone Service
Transaction point: After calling the IRS Toll-Free line for service over the phone.
Channel: automated_phone
People served: 0
Surveys offered: 0
Responses: 0
Transaction point: After calling the IRS Toll-Free line for service over the phone.
Channel: automated_phone
People served: 0
Surveys offered: 0
Responses: 0
Service provided: IRS.gov Online Account
Transaction point: Random selection after successfully authenticating into the IRS Online Account application on a computer
Channel: computer
People served: 918234
Surveys offered: 918234
Responses: 45409
Transaction point: Random selection after successfully authenticating into the IRS Online Account application on a computer
Channel: computer
People served: 918234
Surveys offered: 918234
Responses: 45409
Service provided: IRS.gov
Transaction point: Random selection after visiting any IRS.gov PUP page on a computer. 50/50 split of being presented with main survey or beta survey
Channel: computer
People served: 3860465
Surveys offered: 3860465
Responses: 60590
Transaction point: Random selection after visiting any IRS.gov PUP page on a computer. 50/50 split of being presented with main survey or beta survey
Channel: computer
People served: 3860465
Surveys offered: 3860465
Responses: 60590
Service provided: Field Assistance Appointment Service
Transaction point: When calling to schedule an appointment for face-to-face service.
Channel: phone
People served: 130444
Surveys offered: 130444
Responses: 5210
Transaction point: When calling to schedule an appointment for face-to-face service.
Channel: phone
People served: 130444
Surveys offered: 130444
Responses: 5210
Service provided: Field Assistance Appointment Service Follow-Up
Transaction point: Customers who take the initial Field Assistance Appointment Service survey can opt-in to participate in a follow-up survey approximately one month later.
Channel: automated_phone
People served: 1680
Surveys offered: 1680
Responses: 394
Transaction point: Customers who take the initial Field Assistance Appointment Service survey can opt-in to participate in a follow-up survey approximately one month later.
Channel: automated_phone
People served: 1680
Surveys offered: 1680
Responses: 394
Q2 2021
Service details
Service provided: IRS.gov Online Account
Transaction point: Random selection after successfully authenticating into the IRS Online Account application on a computer
Channel: computer
People served: 4074983
Surveys offered: 4074983
Responses: 42874
Transaction point: Random selection after successfully authenticating into the IRS Online Account application on a computer
Channel: computer
People served: 4074983
Surveys offered: 4074983
Responses: 42874
Service provided: Accounts Management Toll-Free Telephone Service
Transaction point: After calling the IRS Toll-Free line for service over the phone.
Channel: automated_phone
People served: 44709
Surveys offered: 44709
Responses: 1669
Transaction point: After calling the IRS Toll-Free line for service over the phone.
Channel: automated_phone
People served: 44709
Surveys offered: 44709
Responses: 1669
Service provided: IRS.gov
Transaction point: Random selection after visiting any IRS.gov PUP page on a computer. 50/50 split of being presented with main survey or beta survey
Channel: computer
People served: 13376809
Surveys offered: 13376809
Responses: 106832
Transaction point: Random selection after visiting any IRS.gov PUP page on a computer. 50/50 split of being presented with main survey or beta survey
Channel: computer
People served: 13376809
Surveys offered: 13376809
Responses: 106832
Service provided: Field Assistance Appointment Service
Transaction point: When calling to schedule an appointment for face-to-face service.
Channel: computer
People served: 77687
Surveys offered: 77687
Responses: 3507
Transaction point: When calling to schedule an appointment for face-to-face service.
Channel: computer
People served: 77687
Surveys offered: 77687
Responses: 3507
Service provided: Field Assistance Appointment Service Follow-Up
Transaction point: Customers who take the initial Field Assistance Appointment Service survey can opt-in to participate in a follow-up survey approximately one month later.
Channel: automated_phone
People served: 798
Surveys offered: 798
Responses: 232
Transaction point: Customers who take the initial Field Assistance Appointment Service survey can opt-in to participate in a follow-up survey approximately one month later.
Channel: automated_phone
People served: 798
Surveys offered: 798
Responses: 232
Q1 2021
Service details
Service provided: IRS.gov
Transaction point: Random selection after visiting any IRS.gov PUP page on a computer. 50/50 split of being presented with main survey or beta survey
Channel: computer
People served: 3800681
Surveys offered: 3800681
Responses: 24667
Transaction point: Random selection after visiting any IRS.gov PUP page on a computer. 50/50 split of being presented with main survey or beta survey
Channel: computer
People served: 3800681
Surveys offered: 3800681
Responses: 24667
Service provided: Field Assistance Appointment Service
Transaction point: When calling to schedule an appointment for face-to-face service.
Channel: automated_phone
People served: 40471
Surveys offered: 40471
Responses: 1738
Transaction point: When calling to schedule an appointment for face-to-face service.
Channel: automated_phone
People served: 40471
Surveys offered: 40471
Responses: 1738
Service provided: IRS.gov Online Account
Transaction point: Random selection after successfully authenticating into the IRS Online Account application on a computer
Channel: computer
People served: 1055834
Surveys offered: 1055834
Responses: 12301
Transaction point: Random selection after successfully authenticating into the IRS Online Account application on a computer
Channel: computer
People served: 1055834
Surveys offered: 1055834
Responses: 12301
Service provided: Field Assistance Appointment Service Follow-Up
Transaction point: Customers who take the initial Field Assistance Appointment Service survey can opt-in to participate in a follow-up survey approximately one month later.
Channel: email
People served: 564
Surveys offered: 564
Responses: 85
Transaction point: Customers who take the initial Field Assistance Appointment Service survey can opt-in to participate in a follow-up survey approximately one month later.
Channel: email
People served: 564
Surveys offered: 564
Responses: 85
Service provided: Accounts Management Toll-Free Telephone Service
Transaction point: After calling the IRS Toll-Free line for service over the phone.
Channel: automated_phone
People served: 51789
Surveys offered: 51789
Responses: 2246
Transaction point: After calling the IRS Toll-Free line for service over the phone.
Channel: automated_phone
People served: 51789
Surveys offered: 51789
Responses: 2246
About this Service Provider (HISP)
The Treasury Department is the executive agency responsible for promoting economic prosperity and ensuring the financial security of the United States. In addition the the IRS, the Treasury Department is made up of several agencies and bureaus including the Bureau of Fiscal Service (BFS). In 2020, supporting multiple COVID-19 relief efforts, BFS disbursed 1.4 billion payments totaling more than $5.4 trillion – making up 89% of all Federal payments, including IRS tax refunds, Social Security and Supplemental Security (SSI) benefits, Federal salary payments and retirement benefits, Veterans benefits, and vendor payments. Additionally, BFS has issued $98.1 billion in Treasury retail securities, and redeemed $114.7 billion in Treasury securities.
This HISP was newly designated and will complete action planning in FY22.
Designated Services
This HISP was newly designated for FY22 and will identify services for customer feedback reporting in the new year.