AARP Tax-Aide
Regional Meetings
October 2011
St. Louis, Missouri
Presentation Overview
Agenda Topics
• 2011 Accomplishments
• 2012 Changes/Enhancements
• Program Sustainability
• TaxWise Customer Service Updates
• Quality and Ethics Update
2011 Filing Season Results
Returns prepared 3,167,863
E-filed returns 2,942,294
E-file rate was 93.8%
Total Refunds $3.735 Billion
Direct Deposit Returns 1,453,862
2011 Filing Season Results
Returns
Prepared
E-Filed
Returns
2010
2011
% Change
3,077,068
3,167,863
+ 3%
2,811,259
2,969,123
+ 5%
94%
+ 2%
1,453,862
+ 12%
E-File Rate
92%
Direct
Deposit
1,313,744
AARP Accomplishments
2011/2010 Comparison
Total Paper
FS 2010
FS2011
% Growth
99,248
69,192
-30 %
1,423,710
1,467,528
3%
93.5
95.5
1%
1,522,958
1,536,720
2%
8.5%
5.6 %
-31 %
Direct Deposit Requested
537,746 or 36%
589,785 or 38%
9%
Primary/Secondary 60+
939,736 or 63%
1,007,441 or 66%
7%
$1,232,956,552
$1,278,728,389
3%
1,141,499
1,175,633
3%
e-file “returns accepted”
e-file rate
Total Returns
E-file Reject Rate
Total Refund Dollars
State Returns
2011 Quality Results
QSS Return Reviews
• Planned 780
Completed 724
• Overall Accuracy Rate 87.18%
QSS Site Reviews
• Planned 260 Completed 245
• Adherence to QSR 78.23%
TIGTA Shopping Reviews
• Planned 39
Completed 36
• TIGTA Accuracy Rate 39%
Key Quality Findings - AARP
AARP Return Review Results
Accuracy Rate: 89%
• Top 3- Measured Return Review Errors:
– ID used to Validate Identity
– Other Income
– Investment Income
AARP Site Review Errors
Adherence Rate: 77%
Top 3- Site Review Errors:
• Quality Review Tool not used
• Unique User ID not used for every volunteer
• Correct SIDN not used
2012 Filing Season
Changes/Enhancements
Form 8879 Process
• Waiver received for free tax programs
– Partners are no longer required to retain
• Copy of Form 8879, IRS e-file Signature
Authorization
• Supporting documents such as Form W-2 and
1099
• Volunteers should now return the signed Form
8879 to the taxpayer along with copy of return
• Partners still need to retain consents required
under IRC 7216.
• IRS requested states waive their retention
requirements
Schedule D Changes (Form 8949)
•
•
•
•
Assets can no longer be entered on the Schedule D
All asset information goes on Form 8949
Page 1 for short term; Page 2 for long term (Form 8949)
Removal of the Long/Short Term Capital Gains Worksheets from
Find a Form
• Capital Gains worksheet will load the Form 8949 and put the assets
on the appropriate page
• The new A/B/C indicators will be located on the Capital Gains
worksheet under the 1099 column
Program Sustainability
Program Sustainability
• Free Tax Preparation Program Milestones:
• 1968 – AARP Tax-Aide Started With 4 Volunteers in DC
• 1969 – VITA Authorized - 104,000 Taxpayer’s Served
• 1978 – TCE Authorized by Congress
• 1986 – Electronic Filing Option Offered
• 2000 – 1,127,362 Served (AARP 459,309; 20% e-file)
• 2006 – 2,111,344 Served (AARP 1,047,383; 70% e-file)
• 2009 – 3,047,622 Served (AARP 1,498,184; 91% e-file)
2
Increase Confidence in Program
Driver: Accuracy of Returns
• Expand Utilization of Intake/Interview
and Quality Review Processes
• Strengthen Ethical Standards
• Revisit VITA/TCE Scope
• Complete Shopping Reviews
Increase Confidence in Program
Intake/Interview Process Usage
AARP Intake/Interview Process
Number of Returns
Accuracy Rate
Number of Completed Form 13614C Intake/Interview Sections
26
92%
Number of Completed Form 13614C Intake/Interview Sections
244
91%
AARP Completed Approved Partner Created Forms
2
100%
Number of Incomplete Forms 13614C Intake/interview Sections
6
83%
Number of Incomplete Form 13614C Intake/interview Sections
113
89%
AARP Incomplete Unapproved Partner Created Forms
1
0%
Number of Incomplete TaxWise Forms 13614C
1
0%
AARP Completed Unapproved Partner Created Forms
2
50%
No Intake Sheet Used
3
67%
Total Reviews
398
89%
Increase Confidence in Program
Quality Review Process Uptake
AARP Quality Review Process
Number of
Returns
Accuracy
Rate
Number of Completed Forms 13614C, Quality Review Section
282
94%
Number of Complete Forms 13614C, Quality Review Section
24
83%
Number of Incomplete Forms 13614C, Quality Review Section
9
100%
Number of Incomplete Forms 13614C, Quality Review Sections
50
80%
Number of Completed Unapproved Quality Review Processes
3
33%
No Quality Review Sheet/Process Used
30
70%
Total Reviews
398
89%
Resource Optimization
Driver: Budgetary Constraints
• Resources Declining
– SPEC
– Partners
• Expand Efficient Use of Resources
– Products/Materials
• Goal – Transition to Electronic Resources
– SPEC Internal Efficiencies
– Enhance Effectiveness of Electronic Products
– Utilize Economies of Scale
– Promote Best Practices
Resource Optimization
• Product Transition Example
– Publication 4491Training Kit
•
•
•
•
Publication 4491 (Paper)
Publication 4491-W (Paper)
Publication 4012
Publication 6744 – Test (Paper)
– Publication 4480, Link & Learn Taxes Kit
• Publication 4491-W (Paper)
• Publication 4012 (Paper)
• Publication 6744 – Test (Paper)
• CD w/Pub 4491, 4491-W, 4012, 6744
– Stand Alone Products
• CD w/Pub 4491, 4491-W, 4012, 6744
• 6744, 4012 and 4961 (Standards of Conduct)
Expand Ability to Serve Taxpayers
Driver: 19 Million Eligible for Services
• Maximize Utilization and Efficiency of
Limited Resources
• Explore Alternative Methods for
Completing Free Tax Returns
• Expand Collaborative Efforts Nationally
and Locally To Find New Opportunities
to Serve
Expand Ability to Serve Taxpayers
Total
Returns
2009
Total
AARP %
AARP
of Total
Returns
Returns
3,030,247 1,498,184
49.44%
2010
3,077,068
1,522,958
49.49%
2011
3,162,483
1,536,720
48.59%
Expand Ability to Serve Taxpayers
FAST – Free Assisted Self-Service Tax Preparation
• Designed to work “kiosk style”
• Taxpayers prepare their own returns
– Trained volunteers available to assist
– Volunteers must be certified at basic or above
• FAST sites can be:
– Stand alone sites
– “Added Service” at existing sites
• Taxpayer’s utilize free online software provided by members of
the Free File Alliance
– H&R Block
– Intuit (Turbo Tax)
– Tax Slayer
TaxWise Updates
TaxWise Changes
 CCH Small Firm Services has made several
changes in preparation for next filing season
 These changes will improve the volunteers
experience with
• Training on TaxWise Software
• Customer Support
TaxWise Software Training
Lessons available for both
TaxWise Online and Tax Wise
Desktop.
Lessons are grouped by task:
• Administrative
• Return Preparation
Lessons are concise,
interactive and provided in
two formats:
• Videos
• PDF Manuals
All training videos will be
converted to Brainshark
presentations.
TaxWise Software Training
 Advantages of using Brainsharks
for videos
• Interactive Quizzes
• Quizzes provide feedback fo
incorrect answers
 Provide detailed user reports to
IRS HQTR Analyst
• Report on Users by name
• Length of time each user
spends on a lesson
TaxWise Customer Support Center
 Expansion of hours in West Coast Support Center
• Allowing primary SFS support to staff more
appropriately for known peak hours
 Streamlining the Customer Relationship
Management (CRM) system utilized to house
customer records to expedite the call flow process
 Changes to screening and hiring process for
Customer Service Reps (CSR)
 Changes to the training process for CSR
 Efforts to expand and retain experienced CSR
TaxWise Customer Support Site
 Format is changing to be more inviting and
easier to access information
 The Solutions Center will be the landing page
that will give the sites immediate access to the
following without requiring a login
• Blogs
• Hot Topics
• Calendars and Charts
• Knowledge Base
• Links to key items on www.irs.gov
TaxWise Customer Support Site
 Client Environment Page
• Allows the sites to enter site specific computer
information that is visible to the support reps
• Operating Hours
• Number of Computers
• Captures the following for each workstation
•
•
•
•
•
•
•
Network
Workstation Name and Number
Operating System
Internet Speed
Version of Adobe
Version of Internet Explorer
RAM Printer
Quality and Ethics Update
Increase Confidence in Program
• Strengthened Volunteer Standards of Conduct to include:
– Revised Form 13615, Volunteer Standards of Conduct
Agreement
• All volunteers are required to sign Form 13615
• All Forms 13615 requires certification by a designated
approver
• Site Coordinators must validate identity of volunteers
• Includes statement that partners may conduct
Background Checks
– All volunteers required to complete VSC Training, and
certify competence with a passing score of 80% or higher
– Volunteers removed from VITA and TCE for ethical
violations will be added to a SPEC created and maintained
Volunteer Registry
Increase Confidence in Program
SPEC Oversight for 2012:
– QSS Reviews
– SPEC Shopping Reviews
– Field Site Visits
– Post-Filing Season Quality Reviews
– Internal/External Site Referrals
– SPEC Criteria Reviews Eliminated
– Partner Reviews
AARP Tax-Aide
Thank you for making a
difference in the lives of
millions of American
taxpayer’s each and every
year!!