Every year the IRS prepares an executive summary of their performance. You can view these yourself:
The IRS needs to work on: customer service, public trust (in the tax agency), their debt collection program and the evaluation of living expenses of taxpayers when working on an installment agreement. They have been doing a better job on detecting fraud and identity theft – but noted that this causes in delays in refunds.
Their wish list: simpler Tax Code. I think we all agree.
The take away: look – we can’t take our business elsewhere. Recognize that the people who work there are stressed, and you get better results when dealing with the IRS when you are both kind and understanding.