Taxpayer Assistance Centers (TAC) Committee
Teleconference Meeting Minutes
Tuesday, March 23, 2010

Program Owners

• Beth Braddock - Program Analyst

Committee Members Present

• Bohrer, Herbert - Springfield, ID - Member
• Capehart, Craig - Dallas, TX - Member
• Davis, Patricia - Mitchellville, MD - Member
• Eik, Nancy - Missoula, MT - Member
• Fretheim, Daniel - Decorah, IA - Member
• Leggett, John - Canterbury, NH - Member
• McAulay, Louise - Florence, SC - Member
• Monnier, David - Indianapolis, IN - Member
• O’Neill, Patricia - San Jose, CA - Member
• Spiotto, Ann - Lincolnwood, IL - Member
• Thompson, Tommy - Southaven, MS - Chair

Committee Members Absent

• Child-Tomie, Audrey - Brick, NJ - Member
• Conder, Dean - Lakewood, CO - Vice Chair

TAP Staff

• Smiley, Ellen - Milwaukee, WI - Program Analyst
• Robb, Patti - Milwaukee, WI - Program Analyst
• Gabriel, Lisa - Milwaukee, WI - Program Analyst

Welcome/Announcements/Review Agenda (Tommy Thompson)

Roll Call (Lisa Gabriel)
Quorum met

Approval of Minutes (Tommy Thompson)
Minutes Approved

TAC Visits

• Observation Review
• Dallas

This is Craig Capehart’s second visit to the Dallas Taxpayer Assistance Center (TAC). He noted the signs posted range from hand made to professionally done. Not all signs are visible in the waiting room, but did notice the Center for Disease Control and the Catch a Break poster. The manager did like some of the signs, but did not like the idea of having pamphlets. The manager also noted the cell phone use is more of a concern when the customers are talking on the phone, not when texting. She was in favor of having information displayed on a television.

• Farmers Branch

Capehart noted this TAC is in a suburb of Dallas. You go through airport like security when entering the building where the TAC is located. The hours of operation for the TAC are stenciled on the front doors of the TAC Office. The TAC looks nice on the outside but once inside you get a feeling of disorganization where the signs are concerned.

Capehart observed there was tape on the floor which served as direction to the taxpayer they should not cross the line of tape. He witnessed a taxpayer crossing the line and heard the clerk telling the taxpayer to get back behind the line until called. There were many signs stating “wait behind the line” and “stop here”. There was one sign in Spanish which read the TAC was closed for lunch, but the office didn’t actually close for lunch. This was brought up to the manager’s attention and he responded the sign will be removed. He liked the idea of having an informational video but not keen on having pamphlets.

Patricia Davis inquired about making appointments in the TACs. A brief discussion took place regarding this subject between Davis, Capehart, and Beth Braddock.

The meeting discussion continued regarding signage and communication. Capehart mentioned when a customer goes into a bank their signs are professionally displayed either in stands or display frames. The displays are expensive, but look very nice.

Braddock mentioned the manager in each TAC office should be looking at the display of signs in their TAC annually.

• Chicago

Ann Spiotto, along with Ellen Smiley and Lisa Gabriel, visited the Chicago TAC. The TAC is in an office building and airport like security is required to enter the building.

The TAC looked busy with about 40 to 50 taxpayers waiting in chairs. The manager was very organized. She was helpful and forthcoming with information.

After a discussion with the manager we walked through the TAC, which looked professional, and looked at the signs. We were the only ones reading the signs. The manager commented no one seems to read the signs, and suggested if we really wanted to communicate, then information needs to be displayed on a television screen or an electronic display board. The manager did say the “no cell phone” and “no eating” signs are helpful. Also, the sign they post around 3:00 pm when there is a waiting room full of people, which advises no additional customers will be served that day. The sign basically notifies the customer the TAC is open; however they may not receive service before the close of business today due to the large number of people waiting.

The manager did express concern about the privacy of taxpayers if cell phones were used to take pictures. We enquired about the idea of a talking poster and the manager indicated she did not find it to be a good idea as children waiting with an adult would constantly activate the poster, which could be annoying to others waiting in the TAC.

Most of the clientele are English or Spanish speaking. The manager noted having a booklet of all signs instead of them being posted would reduce clutter. She felt the signs in her TAC did not get read. Taxpayers watch the television more than showing an interest in reading the signs.

Davis asked if there were posters in Spanish as well as English. Spiotto stated there were some posters in Spanish but, did not recall which ones they were.

Davis also asked if a video would be done would it be done in English only or would other languages be considered?

Herb Bohrer noted when he visited the Boise TAC there were signs for interpreter services and asked the manager how often this service was used. Bohrer feels it would be worth knowing what kind of interpreter service is used and how often.
ACTION ITEM: Braddock is going to attempt to find information regarding how often interpreter services have been used in each TAC and what type of interpreter service.

Smiley reminded everyone in January Braddock provided information on the interpreter service and how it provides services for over 170 languages.

• Schiller Park

Spiotto noted this TAC is smaller than the Chicago TAC. There is no airport like security, but there was a security guard. The TAC was occupied by six to eight taxpayers and signs were well displayed but no one was reading them. Even the manager noted she never sees anyone reading the signs.

There wasn’t a television at this TAC, therefore no ability for an informational video. The manager stated although the signs don’t seem to add anything, their display isn’t negative either. She felt cell phone usage is a problem and therefore the no cell phone sign is important and suggested making it more eye catching. It was also suggested putting signs/information on the internet for people to see prior coming to the TAC.

• Identify common observations and concerns (Thompson)

Tommy Thompson inquired if all TACs should be using mandatory signs, and Braddock noted all TACs should be using the mandated signs as those are created professionally. Braddock added all signs are suppose to be approved by management and not all signs come from one central location.

It was suggested when a taxpayer calls the IRS toll free number, have sign like information provided instead of music.

Nancy Eik was having trouble getting an appointment with the TAC in her area. Braddock indicated she will assist Eik.

Next Steps (Thompson)

• Observation review for April and May

Make sure when you schedule your visit you provide the date to Ellen Smiley as well as your review / observation when you have completed your visit.

Office Updates
The Milwaukee office will have a new secretary, Annie Haywood, as of Monday, March 29, 2010.

Meeting Adjourned