HI HR48

Department of Taxation's current telephone queue holds only 20 calls with 15 employees answering, while receiving hundreds of calls per day, leaving taxpayers on extended hold or told to call back.

Taxpayers struggle to resolve tax issues due to unresponsive communication, which is especially problematic for those facing payment deadlines and accumulating penalties.

Department of Taxation is requested to increase call centers, improve internet chat and email capabilities, and establish a better frequently asked questions page on its website.

Department of Taxation must report to the Legislature on upgrade progress no later than 20 days before the 2018 Regular Session convenes.