Tax Policy Division is responsible for providing guidance on tax issues to the public (taxpayers, tax practitioners, etc.). Revenue Administrative Bulletins (RABs) are guidance issued by the Bureau of Tax Policy. This metric measures the number of RABs issued annually. A higher number represents overall improvement in providing tax guidance to the public. For purposes of this metric, RABs that update interest rates, tax rates, and education and community foundation certification are excluded.

An average of the days to complete an audit (Field Audit and Audit Processing) for audits completed in the month, where the taxpayer has not requested an extension of time (Waiver or Request for Reconsideration). Monitoring the Average Days to Complete helps to ensure that TCB provides each taxpayer with the best customer service possible. Efficient and timely completion of an audit helps to minimize the impact of the audit process on the taxpayer. Efficient use of time by the audit staff will also lead to the identification of more instances of non-compliance which in turn will level the playing field for all taxpayers. The measurement starts when the auditor begins the audit and ends when the Final Audit Determination letter (FAD) is issued to the taxpayer.

This measure continues to be affected by incidents, the 2-week auditor layoff, and furlough of all staff.

Percent of suspicious filer correspondence completed within 60 days of receipt. The purpose of this metric is to strive for strong taxpayer customer service by completing correspondence and releasing tax returns for normal processing quickly. Success in this metric reduces taxpayer phone calls, hardship request and improves the relationship between taxpayers and the department.

Percent of IRS correspondence completed within 60 days of receipt. The purpose of this metric is to strive for strong taxpayer customer service by completing correspondence and reviewing tax returns for prior years. Internal success in this metric reduces taxpayer phone calls for the unit and call center, and improves the relationship between taxpayers and the department.

The percentage of correspondence completed within 30 days of receipt ensures a speedy response and improves taxpayer service.