LEP HISPANIC INITAITIVE
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Transcript LEP HISPANIC INITAITIVE
AARP Tax-Aide
Regional Meetings
October 2011
St. Louis, Missouri
Presentation Overview
Agenda Topics
• 2011 Accomplishments
• 2012 Changes/Enhancements
• Program Sustainability
• TaxWise Customer Service Updates
• Quality and Ethics Update
2011 Filing Season Results
Returns prepared 3,167,863
E-filed returns 2,942,294
E-file rate was 93.8%
Total Refunds $3.735 Billion
Direct Deposit Returns 1,453,862
2011 Filing Season Results
Returns
Prepared
E-Filed
Returns
2010
2011
% Change
3,077,068
3,167,863
+ 3%
2,811,259
2,969,123
+ 5%
94%
+ 2%
1,453,862
+ 12%
E-File Rate
92%
Direct
Deposit
1,313,744
AARP Accomplishments
2011/2010 Comparison
Total Paper
FS 2010
FS2011
% Growth
99,248
69,192
-30 %
1,423,710
1,467,528
3%
93.5
95.5
1%
1,522,958
1,536,720
2%
8.5%
5.6 %
-31 %
Direct Deposit Requested
537,746 or 36%
589,785 or 38%
9%
Primary/Secondary 60+
939,736 or 63%
1,007,441 or 66%
7%
$1,232,956,552
$1,278,728,389
3%
1,141,499
1,175,633
3%
e-file “returns accepted”
e-file rate
Total Returns
E-file Reject Rate
Total Refund Dollars
State Returns
2011 Quality Results
QSS Return Reviews
• Planned 780
Completed 724
• Overall Accuracy Rate 87.18%
QSS Site Reviews
• Planned 260 Completed 245
• Adherence to QSR 78.23%
TIGTA Shopping Reviews
• Planned 39
Completed 36
• TIGTA Accuracy Rate 39%
Key Quality Findings - AARP
AARP Return Review Results
Accuracy Rate: 89%
• Top 3- Measured Return Review Errors:
– ID used to Validate Identity
– Other Income
– Investment Income
AARP Site Review Errors
Adherence Rate: 77%
Top 3- Site Review Errors:
• Quality Review Tool not used
• Unique User ID not used for every volunteer
• Correct SIDN not used
2012 Filing Season
Changes/Enhancements
Form 8879 Process
• Waiver received for free tax programs
– Partners are no longer required to retain
• Copy of Form 8879, IRS e-file Signature
Authorization
• Supporting documents such as Form W-2 and
1099
• Volunteers should now return the signed Form
8879 to the taxpayer along with copy of return
• Partners still need to retain consents required
under IRC 7216.
• IRS requested states waive their retention
requirements
Schedule D Changes (Form 8949)
•
•
•
•
Assets can no longer be entered on the Schedule D
All asset information goes on Form 8949
Page 1 for short term; Page 2 for long term (Form 8949)
Removal of the Long/Short Term Capital Gains Worksheets from
Find a Form
• Capital Gains worksheet will load the Form 8949 and put the assets
on the appropriate page
• The new A/B/C indicators will be located on the Capital Gains
worksheet under the 1099 column
Program Sustainability
Program Sustainability
• Free Tax Preparation Program Milestones:
• 1968 – AARP Tax-Aide Started With 4 Volunteers in DC
• 1969 – VITA Authorized - 104,000 Taxpayer’s Served
• 1978 – TCE Authorized by Congress
• 1986 – Electronic Filing Option Offered
• 2000 – 1,127,362 Served (AARP 459,309; 20% e-file)
• 2006 – 2,111,344 Served (AARP 1,047,383; 70% e-file)
• 2009 – 3,047,622 Served (AARP 1,498,184; 91% e-file)
2
Increase Confidence in Program
Driver: Accuracy of Returns
• Expand Utilization of Intake/Interview
and Quality Review Processes
• Strengthen Ethical Standards
• Revisit VITA/TCE Scope
• Complete Shopping Reviews
Increase Confidence in Program
Intake/Interview Process Usage
AARP Intake/Interview Process
Number of Returns
Accuracy Rate
Number of Completed Form 13614C Intake/Interview Sections
26
92%
Number of Completed Form 13614C Intake/Interview Sections
244
91%
AARP Completed Approved Partner Created Forms
2
100%
Number of Incomplete Forms 13614C Intake/interview Sections
6
83%
Number of Incomplete Form 13614C Intake/interview Sections
113
89%
AARP Incomplete Unapproved Partner Created Forms
1
0%
Number of Incomplete TaxWise Forms 13614C
1
0%
AARP Completed Unapproved Partner Created Forms
2
50%
No Intake Sheet Used
3
67%
Total Reviews
398
89%
Increase Confidence in Program
Quality Review Process Uptake
AARP Quality Review Process
Number of
Returns
Accuracy
Rate
Number of Completed Forms 13614C, Quality Review Section
282
94%
Number of Complete Forms 13614C, Quality Review Section
24
83%
Number of Incomplete Forms 13614C, Quality Review Section
9
100%
Number of Incomplete Forms 13614C, Quality Review Sections
50
80%
Number of Completed Unapproved Quality Review Processes
3
33%
No Quality Review Sheet/Process Used
30
70%
Total Reviews
398
89%
Resource Optimization
Driver: Budgetary Constraints
• Resources Declining
– SPEC
– Partners
• Expand Efficient Use of Resources
– Products/Materials
• Goal – Transition to Electronic Resources
– SPEC Internal Efficiencies
– Enhance Effectiveness of Electronic Products
– Utilize Economies of Scale
– Promote Best Practices
Resource Optimization
• Product Transition Example
– Publication 4491Training Kit
•
•
•
•
Publication 4491 (Paper)
Publication 4491-W (Paper)
Publication 4012
Publication 6744 – Test (Paper)
– Publication 4480, Link & Learn Taxes Kit
• Publication 4491-W (Paper)
• Publication 4012 (Paper)
• Publication 6744 – Test (Paper)
• CD w/Pub 4491, 4491-W, 4012, 6744
– Stand Alone Products
• CD w/Pub 4491, 4491-W, 4012, 6744
• 6744, 4012 and 4961 (Standards of Conduct)
Expand Ability to Serve Taxpayers
Driver: 19 Million Eligible for Services
• Maximize Utilization and Efficiency of
Limited Resources
• Explore Alternative Methods for
Completing Free Tax Returns
• Expand Collaborative Efforts Nationally
and Locally To Find New Opportunities
to Serve
Expand Ability to Serve Taxpayers
Total
Returns
2009
Total
AARP %
AARP
of Total
Returns
Returns
3,030,247 1,498,184
49.44%
2010
3,077,068
1,522,958
49.49%
2011
3,162,483
1,536,720
48.59%
Expand Ability to Serve Taxpayers
FAST – Free Assisted Self-Service Tax Preparation
• Designed to work “kiosk style”
• Taxpayers prepare their own returns
– Trained volunteers available to assist
– Volunteers must be certified at basic or above
• FAST sites can be:
– Stand alone sites
– “Added Service” at existing sites
• Taxpayer’s utilize free online software provided by members of
the Free File Alliance
– H&R Block
– Intuit (Turbo Tax)
– Tax Slayer
TaxWise Updates
TaxWise Changes
CCH Small Firm Services has made several
changes in preparation for next filing season
These changes will improve the volunteers
experience with
• Training on TaxWise Software
• Customer Support
TaxWise Software Training
Lessons available for both
TaxWise Online and Tax Wise
Desktop.
Lessons are grouped by task:
• Administrative
• Return Preparation
Lessons are concise,
interactive and provided in
two formats:
• Videos
• PDF Manuals
All training videos will be
converted to Brainshark
presentations.
TaxWise Software Training
Advantages of using Brainsharks
for videos
• Interactive Quizzes
• Quizzes provide feedback fo
incorrect answers
Provide detailed user reports to
IRS HQTR Analyst
• Report on Users by name
• Length of time each user
spends on a lesson
TaxWise Customer Support Center
Expansion of hours in West Coast Support Center
• Allowing primary SFS support to staff more
appropriately for known peak hours
Streamlining the Customer Relationship
Management (CRM) system utilized to house
customer records to expedite the call flow process
Changes to screening and hiring process for
Customer Service Reps (CSR)
Changes to the training process for CSR
Efforts to expand and retain experienced CSR
TaxWise Customer Support Site
Format is changing to be more inviting and
easier to access information
The Solutions Center will be the landing page
that will give the sites immediate access to the
following without requiring a login
• Blogs
• Hot Topics
• Calendars and Charts
• Knowledge Base
• Links to key items on www.irs.gov
TaxWise Customer Support Site
Client Environment Page
• Allows the sites to enter site specific computer
information that is visible to the support reps
• Operating Hours
• Number of Computers
• Captures the following for each workstation
•
•
•
•
•
•
•
Network
Workstation Name and Number
Operating System
Internet Speed
Version of Adobe
Version of Internet Explorer
RAM Printer
Quality and Ethics Update
Increase Confidence in Program
• Strengthened Volunteer Standards of Conduct to include:
– Revised Form 13615, Volunteer Standards of Conduct
Agreement
• All volunteers are required to sign Form 13615
• All Forms 13615 requires certification by a designated
approver
• Site Coordinators must validate identity of volunteers
• Includes statement that partners may conduct
Background Checks
– All volunteers required to complete VSC Training, and
certify competence with a passing score of 80% or higher
– Volunteers removed from VITA and TCE for ethical
violations will be added to a SPEC created and maintained
Volunteer Registry
Increase Confidence in Program
SPEC Oversight for 2012:
– QSS Reviews
– SPEC Shopping Reviews
– Field Site Visits
– Post-Filing Season Quality Reviews
– Internal/External Site Referrals
– SPEC Criteria Reviews Eliminated
– Partner Reviews
AARP Tax-Aide
Thank you for making a
difference in the lives of
millions of American
taxpayer’s each and every
year!!