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Walk-Through and Regular Revivor Appointments - All Field Offices

January 27, 2017

Purpose of Bulletin

To notify staff that effective February 1, 2017, certain field offices will implement an appointment process for Business Entity BE) customers. They will be able to schedule an appointment for a walk-through or regular revivor at any of the five field offices.

Background

BE walk-through and regular revivors are one of the most complex issues presented at the field office public counters; these transactions take 1 to 1 ½ hours to complete. We implemented an appointment process in July 2016 for walk-through revivors. We will now include regular revivors as well. The appointment process will ensure timely service and lessen the wait time. Currently, assistance is provided on a first-come-first-serve basis; this option will continue to be available for BE customers who do not wish to schedule an appointment.

Additional Information

The assigned collector or call center employee will give the revivor requirements, determine the appropriate field office for the walk-through or regular revivor, and ask the contact if they want to schedule an appointment. If the contact wants to schedule an appointment, they will give them the phone number for the appropriate field office.

Each field office will schedule up to 16 appointments per day. If a BE representative arrives late for the appointment, they may be asked to reschedule or follow the current process of taking a number and waiting to be assisted.

We will still use current unit procedures and timeframes for walk-through and regular revivors. The appointment is voluntary.

Taxpayer Inquiries

Advise BE customers who are requesting a walk-through or regular revivor that they have the option to schedule an appointment, or come in at a time that is convenient for them. Field offices will not accept requests after 2 p.m. with the exception of the Los Angeles field office that has a 1 p.m. cut off time.

 

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