Every year the IRS prepares an executive summary of their performance. You can view these yourself:

Their 2017 Objectives Report to Congress  and their 2016 Season Review.

 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.