Wichita Standard

IRS Commissioner Daniel Werfel admitted during a Ways and Means hearing that the staffing at the IRS is evenly split between 50% in-person and 50% remote work. The admission came after Rep. Estes raised concerns about issues with the Information Return Intake System (IRIS), lack of customer service, and staffing levels following the end of COVID-19.

One specific issue highlighted by Rep. Estes was the case of Lubbers Cars in Cheney. The controller of the dealership had called the IRIS help desk multiple times but couldn't get through. In response, Commissioner Werfel mentioned that the IRS had recently hired 5,000 new call agents to address the problem.

Rep. Estes also inquired about the return of IRS employees to the office for five-day workweeks since the pandemic. He referred to a report by the Government Accountability Office (GAO) that indicated a significant percentage of offices across all agencies, including the IRS, had not fully returned to the office. Commissioner Werfel acknowledged the GAO report and stated that the current work arrangement was split evenly between on-site and remote work.

Expressing his concern, Rep. Estes questioned how someone in a remote location could effectively handle tax returns, stating that it seemed inadequate in servicing American constituents. Commissioner Werfel responded by assuring that all employees were working and that the split work arrangement was intended to provide flexibility and accommodate various work needs.

The hearing also touched on other issues related to the IRS. Rep. Estes emphasized the importance of the agency having a customer-focused approach that prioritizes the needs of the American people. He expressed his disappointment with bureaucratic processes that hinder efficiency and timely service.

In addition, Rep. Estes brought up a specific case involving Lubbers Cars, which faced difficulties e-filing their 1099-NECs through the IRIS portal. The portal crashed multiple times, causing delays and pushing the dealership up against the deadline. This issue was not isolated to Lubbers Cars, as it was a widespread problem affecting other businesses as well.

Commissioner Werfel acknowledged the issues with the IRIS portal and confirmed that steps were being taken to address them. He mentioned the hiring of new call agents and efforts to upgrade the system in preparation for the upcoming heavy usage during the tax filing season.

Overall, the hearing shed light on the IRS's staffing arrangements, challenges with the IRIS system, and efforts to improve customer service. The discussion between Commissioner Werfel and Rep. Estes highlighted concerns about remote work handling tax returns and the need to ensure effective communication and support for taxpayers.