Cases Internet Correspondence Workload
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April 4, 2016
Purpose of Bulletin
In 1997, we added the ICORR option on FTB’s website. We provided assistance by email for general non-confidential tax questions, website navigation assistance, and requests for forms by mail.
In response to customer needs and available technology, we added additional contact options that include general and authenticated live chat, and MyFTB message services.
These emerging services have allowed us to meet customer needs more efficiently, and we found that our ICORR service is no longer necessary.
The following changes were made to FTB’s website effective March 31, 2016:
- Contact Us Page – For assistance with general non-confidential tax questions, we provide our phone number, chat link, mailing address, and online service information. The link to generate an email for general, non-confidential tax questions by ICORR was removed.
- Order Forms Page – This page was updated to provide online filing, and methods to obtain forms. The list will begin with online filing options, and end the email option to request hard copies of forms and publications.
If a taxpayer contacts us and mentions that they have previously used the email option, please offer assistance to resolve their question, and inform them about MyFTB, and live chat services.
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