Improving Taxpayer Access to Information
We continually strive to improve your access to taxpayer account information and provide answers to tax questions. Our self-service internet options such as “Access Your Account” provide specific account information at your convenience. Our interactive voice response phone system also provides recorded information.
For those occasions when it is necessary to talk to a phone agent about confidential account information, we have improved that experience for you. Many of our toll free call centers provide virtual hold technology, allowing callers the choice of receiving a call back from a call agent rather than waiting on hold. Since implementing virtual hold six months ago, we reduced the call wait time by almost 10 million minutes. 63 percent of callers took advantage of the virtual hold option. In addition, the virtual hold service provides a cost savings to the state by no longer paying for the “on hold” time for the callers who choose the virtual hold option.
New in 2011, we will launch a new pilot program, internet live chat. You will be able to communicate with a representative via the internet to get information about law, general filing assistance, navigation, and self service options on our website.
Reminder: Use New Fax Numbers
While the current fax numbers will remain active until January 31, 2011, we encourage you to use the new electronic service now. Beginning February 1, 2011, the old fax numbers will be decommissioned. If you inadvertently sent a fax to the old fax numbers during the filing season, we will notify you to use the new fax numbers.
Our new fax numbers and business areas are published in the October Tax News.