Funding uncertainty and a constantly changing tax law environment are presenting challenges to the Internal Revenue Service as it works to meet legislative and executive mandates to improve the taxpayer experience.

A July Government Accountability Office report highlighted three specific challenges that the agency is facing as it works to improve the taxpayer experience.

GAO noted that “uncertainty about stable multiyear funding hinders efforts to modernize IRS computer systems and offer digital services to quickly resolve taxpayer issues. “

IRS had been using the supplemental funding provided by the Inflation Reduction Act to help address these issues, but those fundings have been a constant target for Republicans in Congress as well as the current Trump Administration, despite regular calls for stable and adequate funding.

The second challenge GAO reported was that “complicated and changing tax laws limit IRS’s ability to offer timely guidance to taxpayers,” the report states, though agency officials said it had plans in place to ensure the guidance flowing from the IRS is provided in a manner that is accurate, up-to-date, and available in a user-friendly format.

Staffing was highlighted as the third challenge.

GAO reported that “being unable to hire enough staff trained to help taxpayers can undercut the ability to optimally improve taxpayer experiences. IRS officials said IRS had efforts to boost hiring and training as well as improved systems to enable staff to improve taxpayer experiences.”

However, in March 2025, “IRS officials said it was unclear how reductions to the IRA funding and to its staffing will affect these efforts to address the challenges,” GAO reported.

The government watchdog also noted that IRS has not established key practices to:

  • Define taxpayer experience goals related to service improvements;

  • Generate new evidence from measures, analytical tools, and dashboards to track progress with the taxpayer experience goals;

  • Involve external stakeholders to help assess the affects of its service improvements on the taxpayer experience; and

  • Promote accountability for achieving the taxpayer experience goals.

“IRS officials said establishing an evidence-based approach using these and other key practices has been delayed,” GAO reports. “The IRS offices that had been coordinating IRA and taxpayer experience initiatives were disbanded in March 2025 and April 2025, respectively, according to IRS officials.”

GAO recommends that the agency “fully establish an evidence-based approach to determine the effects of service improvements on the taxpayer experience.”

By Gregory Twachtman, Washington News Editor