Section J - L.2.9 WebSite Helpdesk Appendix H_PhoneRefs_v4.0.rtf

Attachment 1 I-1

Attachment L.2.9 Appendix H: 2008 IRS.gov Help Desk Phone Referrals For Proposal Purposes Only

2008 IRS.gov Help Desk Phone Referrals

Phone Line Calls Referred Referred to Accenture for Technical Issues Referred to Appropriate Disclosure Office Referred to Appropriate Disclosure Office Referred to Appropriate Disclosure Office - IRB not on Website Referred to Appropriate Disclosure Office - Need to Order Regulation Referred to Appropriate Disclosure Office - Ordering Written Determinations Referred to Career Connector e-Mail Address Referred to EFTPS Customer Service - Make Payments via Phone Referred to Free File Provider's Customer Service Referred to HCTC Contact Center - Eligibility Inquiries Referred to HCTC Contact Center - Other Issues Referred to IRS Customer Service Referred to IRS Customer Service Referred to IRS Customer Service (313-234-1280) - Application Status Referred to IRS Customer Service (313-234-1280) - Other Issues Referred to IRS Customer Service (313-234-1280) - Verify Enrolled Agent Referred to IRS Customer Service (Business) Referred to IRS Customer Service (Business) Referred to IRS Customer Service (Business) - Copy (Transcript) of Return /W-2 Referred to IRS Customer Service (Business) - Order Form 8109b - Tax Deposit Coupons Referred to IRS Customer Service (Business) - Other Issues Referred to IRS Customer Service (Business) - Payment Inquiries Referred to IRS Customer Service (Business) - Procedural Assistance Referred to IRS Customer Service (Business) - Set-up IA by Phone Referred to IRS Customer Service (Business) - Tax Law / Procedural / Account Assistance 1,274 Referred to IRS Customer Service (Business) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Business) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Business) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Business) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Business) - Tax Law / Procedural Assistance Referred to IRS Customer Service (Business)- Apply by Phone Referred to IRS Customer Service (Business)- Lost / Forgot EIN Referred to IRS Customer Service (Business)- Request Copy of EIN Confirmation Letter Referred to IRS Customer Service (Business)- Status of IA Request Referred to IRS Customer Service (Business)- Verify EIN Referred to IRS Customer Service (Business)- What Forms to File Referred to IRS Customer Service (e-Help) - Disclosure Authorization Referred to IRS Customer Service (e-Help) - Electronic Account Resolution Referred to IRS Customer Service (e-Help) - Enrollment Referred to IRS Customer Service (e-Help) - Logging into e-Services Referred to IRS Customer Service (e-Help) - Lost / Forgotten Password / PIN Referred to IRS Customer Service (e-Help) - Lost or Forgotten User Name Referred to IRS Customer Service (e-Help) - Online e-file Application Referred to IRS Customer Service (e-Help) - Online e-file Application Referred to IRS Customer Service (e-Help) - Other Issues Referred to IRS Customer Service (e-Help) - Preparer Tax Identification (PTIN) Referred to IRS Customer Service (e-Help) - Registration Process Referred to IRS Customer Service (e-Help) - Technical Issues with EFTPS Referred to IRS Customer Service (e-Help) - Technical Issues with e-Services Referred to IRS Customer Service (e-Help) - TIN Matching Referred to IRS Customer Service (e-Help) - Transcript Delivery System Referred to IRS Customer Service (Forms & Pub) - Order Forms / Publications by Phone Referred to IRS Customer Service (Forms & Pub) - Status of Online / Internet Order Referred to IRS Customer Service (Individual) Referred to IRS Customer Service (Individual) Referred to IRS Customer Service (Individual) Referred to IRS Customer Service (Individual) Referred to IRS Customer Service (Individual) Referred to IRS Customer Service (Individual) Referred to IRS Customer Service (Individual) Referred to IRS Customer Service (Individual) - 1722 Letter Referred to IRS Customer Service (Individual) - Assistance Completing Forms Referred to IRS Customer Service (Individual) - Direct Deposit Information Incorrect Referred to IRS Customer Service (Individual) - Help Filling out Form 4506 / 4506-T Referred to IRS Customer Service (Individual) - Help with Form W-7 (ITIN Application) Referred to IRS Customer Service (Individual) - Information not Available Referred to IRS Customer Service (Individual) - Injured Spouse Inquiries Referred to IRS Customer Service (Individual) - Interpretation Referred to IRS Customer Service (Individual) - Interpretation Referred to IRS Customer Service (Individual) - Interpretation Referred to IRS Customer Service (Individual) - Interpretation of IRC / Tax Law Referred to IRS Customer Service (Individual) - Need Copy of ITIN Letter Referred to IRS Customer Service (Individual) - Need to Order Printed IRB Referred to IRS Customer Service (Individual) - Never Received ITIN Referred to IRS Customer Service (Individual) - Order Return / Transcript / W-2 via Phone Referred to IRS Customer Service (Individual) - Other Issues Referred to IRS Customer Service (Individual) - Other Issues Referred to IRS Customer Service (Individual) - Payment Inquiries Referred to IRS Customer Service (Individual) - Physical Address to File Referred to IRS Customer Service (Individual) - Problems Logging in Referred to IRS Customer Service (Individual) - Procedural Assistance Referred to IRS Customer Service (Individual) - Refund Amount Different than Expected Referred to IRS Customer Service (Individual) - Refund Date Provided has passed Referred to IRS Customer Service (Individual) - Refund Inquiries 1,830 Referred to IRS Customer Service (Individual) - Requests to Receive Return / Transcript via Fax Referred to IRS Customer Service (Individual) - Return of ITIN Documents Referred to IRS Customer Service (Individual) - Set-up IA by Phone Referred to IRS Customer Service (Individual) - Status of Amended Return Referred to IRS Customer Service (Individual) - Status of Copy / Transcript of Return / W-2 Referred to IRS Customer Service (Individual) - Status of IA Request Referred to IRS Customer Service (Individual) - Status of ITIN Application Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance 4,790 Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance 5,798 Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (Individual) - Tax Law / Procedural / Acct Assist Referred to IRS Customer Service (Individual) - Tax Law / Procedural Assistance Referred to IRS Customer Service (Individual) - What Forms to File Referred to IRS Customer Service (International) - Assistance for Taxpayers outside the US Referred To IRS Customer Service (Lien) - Lien Payoff Referred To IRS Customer Service (Lien) - Lien Release Referred To IRS Customer Service (Lien) - Other Issues Referred to IRS Customer Service (Practitioner Priority Service) - Account Assistance Referred to IRS Customer Service (TAS) Referred to IRS Customer Service (TE/GE) - Account Information / Password Reset Referred to IRS Customer Service (TE/GE) - Copy of Determination Letter Referred to IRS Customer Service (TE/GE) - Help Completing Forms Referred to IRS Customer Service (TE/GE) - Organization Information needs to be updated Referred to IRS Customer Service (TE/GE) - Organization not listed Referred to IRS Customer Service (TE/GE) - Other Issues Referred to IRS Customer Service (TE/GE) - Other Issues Referred to IRS Customer Service (TE/GE) - Tax Law / Procedural / Account Assistance Referred to IRS Customer Service (TE/GE) - Verify Organization is Non-Profit Referred to IRS Customer Service (TE/GE) - Wants to be listed Referred to IRS e-mail Assistance Referred to IRS Employee Resource Center - Other HR Issues Referred to IRS Employee Resource Center - Retirement / Benefits Questions Referred to IRS Helpline (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Helpline (Individual) - Tax Law / Procedural / Account Assistance Referred to IRS Helpline (SOI) Referred to IRS Helpline (TE/GE) - Establish Employee Retirement Plan Referred to Other Helpline (Usage of Comment field is mandatory)

TOTAL

26,632