Long-Term Strategy Needed to Improve Interactive Services

April 16, 2013

What GAO Found

The Internal Revenue Service’s (IRS) existing online services are limited when compared to many other government and private sector organizations. Static web pages make up the majority of http://www.IRS.gov; however, IRS highlights 18 basic interactive tools from its homepage. IRS does not offer dynamic account access to taxpayers. Other federal and state taxing authorities provide a broader range of online services to their customers, including interactive account access.

To improve its website, IRS has been simultaneously (1) focusing on multiple short term projects to deliver new basic interactive tools and (2) longer term efforts to invest in foundational infrastructure, such as security.

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