Taxpayer Assistance Centers (TAC) Committee
Teleconference Meeting Minutes
Tuesday, May 25, 2010

Program Owners

• Toni Horton - Program Analyst

Committee Members Present

• Bohrer, Herbert - Springfield, ID - Member
• Child-Tomie, Audrey - Brick, NJ - Member
• Condor, Dean - Lakewood, CO - Vice Chair
• 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
• O’Neill, Patricia - San Jose, CA - Member
• Thompson, Tommy - Southaven, MS - Chair

Committee Members Absent

• Capehart, Craig - Dallas, TX - Member
• Monnier, David - Indianapolis, IN - Member
• Spiotto, Ann - Lincolnwood, IL - Member

TAP Staff

• Block, Roy - Milwaukee, WI - Manager
• Smiley, Ellen - Milwaukee, WI - Program Analyst
• Gabriel, Lisa - Milwaukee, WI - Program Analyst
• Haywood, Annie - Milwaukee, WI - Secretary

Welcome/Announcements/Review Agenda (Tommy Thompson)
The meeting was opened by Tommy Thompson. The agenda was addressed and no revisions noted.

Roll Call (Annie Haywood)
Quorum met

Approval of Minutes (Tommy Thompson)
Minutes Approved

TAC Visits

• Observation Review

• Boise, Idaho Falls, Pocatello ID and Ogden, UT

Herb Bohrer stated the signs are not read in these offices. There are very few observable signs in place. Several locally prepared signs were posted, generally on the walls. In Boise, the individual cubicle walls have some signs posted but are blocked when customers sit in front of them. Unless you ask them to move you would not be able to read them. The signs have become wall paper in the Pocatello office. There are too many of them in one area and they are too close together. This discourages the customers from reading. Also, it is noticeable when a cell phone rings, everything stops. This is very disruptive. The local manager, Ryan Kinikin, prepared a computer based presentation, which is not a final project, but an interesting approach to providing taxpayers information. There were some educational signs on the First Time Home Buyer Credit that were helpful. There were external signs in Boise, Pocatello, and Idaho Falls identifying the IRS building, but none in Ogden. In Ogden, you had to look at the locater board to find where the TAC was located. When you park your vehicle in the parking area in Boise, a security guard will let you know there is a TAC office in the building. Ogden does not have a security guard for questions. You would have to find out what you can or can not take in the office after you are in the screening process. Thompson suggested that we go back to the first step; re-writing the signs to make simpler messages. What exactly do you want a patron to know prior to speaking with a TAC person? We do not want to keep adding signs without giving a clear message. We will discuss this at our face-to-face meeting in Milwaukee.

• Silver Spring and Landover, MD

Patricia Davis visited both the Silver Spring and Landover, MD offices, which are managed by the same manager. The Silver Spring building has two entrances with signs directing you to the TAC office. The Landover office has no signs that give directions. Someone would have to literally tell you how to get there. Silver Spring has signs available in both English and Spanish that are visibly displayed. Both offices reported they have very little reading of the signs by the customers. There is a Q-Matic system in place and the customers will stand in line to ask a question rather than read the signs that have the answers fully displayed. The offices have no problems with getting the signs they need from a central location, as it is cost effective to do so. We spoke about videos being played in the offices. Some cautious optimism was displayed in reference to the constant noise. The question was asked, “Would there be English and Spanish versions running?” The consensus is it would provide useful information relative to what services are available within the TAC office.

John Leggett added a suggestion to have the TV on mute. Maybe pamphlets would be helpful because reading the signs are not beneficial.

Audrey Child-Tomie asked if the Q-Matic system was visible as you come in or do the customers have to look for it. Patricia added they had to look for it. All agreed it should be in a place that would be obvious to all.

• Myrtle Beach and Florence, SC

During a visit to the Myrtle Beach office, Louise McAulay noticed no signage outside of the building, and the street number was very small above the door. The office closed for lunch and re-opened with a large gathering of people waiting at the door. Noticing the time had passed her appointment time of one o’clock, McAulay had to knock on the door for entrance. Louise noted this was the smallest office she had ever seen. Further conversation with the manager only showed the manager did not want to address the fact that the signs were not being utilized. These signs should be displayed outside on the walls outside of the TAC, not inside. The observance is that people are focused on what they have to do and do not read the signs. The Florence office did however have signs posted outside on the doors to the TAC. There were security guards who were very strict. Cell phones are not allowed in the building. The manager did not think Spanish signs would benefit the customers. Perhaps Hispanic customers are not in the area.

• Identify common observations and concerns (Thompson)

The question was presented, “Why don’t people read the signs?” How can TAC offices display the same message yet tailor messages for their office. This will be discussed during the face-to-face meeting in June.

The color of the signs could be a factor as to why they are not noticeable. The display should be eye catching.

The business plan slide presentation came from Ryan Kinikin. Whether or not this is definite is still to be determined. It is believed the slide presentation would be used system wide. Roy Block pointed out the talking poster previously discussed explains what the TAC will and will not do. Bob Fett interjected his observation when he worked in TAC he noticed a large number of people who are not able to read. He suggested a need for other methods of communication. With literacy being a wide spread problem, a solution to dealing with the situation must be derived.

Office Updates
Block advised the Milwaukee staff will be conducting interviews during the first and fourth week of June for possible alternate panel members.

Meeting Adjourned

Next meeting: Face-to-Face in Milwaukee June 27 – 29, 2010 1:00 pm CST