The IRS is shutting down its self-service kiosk program at Taxpayer Assistance Centers (TACs) after the Treasury Inspector General for Tax Administration (TIGTA) expressed concerns to the agency that several of the computer terminals were unusable.
As of April 2024, the IRS had 100 facilitated self-assistance kiosks located at 37 of its 363 TACs. According to TIGTA, the kiosks are stand-alone booth structures installed in 2011.
The kiosks open in the front and are hooked up to a laptop computer. They connect to the IRS’s website and are designed to give taxpayers the tools and support to help themselves to the agency's services.
However, a review by TIGTA found that 55 of the 100 kiosks worked well, but 40 were inoperable and the status of five were unknown. TIGTA also found that the number of taxpayers using kiosks has drastically decreased in recent years. Read more.