Dana Crockett What is the e-help Desk?

Transcription

1 Dana Crckett What is the e-help Desk? A full service supprt netwrk skilled in prviding technical assistance t custmers using IRS electrnic prducts and services. 2 1

2 e-help Desk Lcatins Andver, MA Atlanta, GA Austin, TX Cincinnati, OH Ogden, UT 3 e-help Desk Custmer Base Attrneys Certified Public Accuntants (CPA) Electrnic Return Originatrs (ERO) Enrlled Agents (EA) Gvernment Agencies (Federal, State, Lcal) Gvernment Cntractrs Intermediate Service Prviders (ISP) Large Crpratins Lw Incme Tax Clinics (LITC) Reprting Agents (RA) Sftware Develpers Tax Cunseling fr the Elderly (TCE) Offices Taxpayer Assistance Centers (TAC) Transmitters Vlunteer Organizatins 4 2

3 Single Tll-free Number First Cntact Reslutin Custmer Relatinship Management Ticket Escalatin 5 Prblem Reslutin The e-help Desk assistr is the first pint f cntact t reslve typical issues, such as failed e-file transmissins r rejected returns. The mre cmplex technical issues, such as cmmunicatin r cnnectivity, are escalated t Level 2 fr reslutin. 6 3

4 The e-help Desk Supprts e-services State users cnduct business with the IRS electrnically using web-based prducts, therwise knwn as e-services. Registratin e-file Applicatin State Crdinatr Applicatin (aka State Extracts) Taxpayer Identificatin Number (TIN) Matching Transcript Delivery System (TDS) 7 e-services Registratin A ne-time prcess where persnal infrmatin must be used t create an electrnic accunt. An n-screen acknwledgement is prvided when infrmatin is validated with IRS and Scial Security Administratin (SSA). A cnfirmatin cde is mailed t the hme address and must be entered within 28 days f registering t cmplete the registratin prcess. Access t electrnic prducts and services is then prvided. A secure mailbx is assigned t users t receive cnfidential infrmatin, such as transcripts. 8 4

5 e-services e-file Applicatin If State users are e-filing returns and need t receive acknwledgements, an updated r new e-file applicatin is required. Prcessing time is reduced when submitted nline. Suitability checks are nt required fr State users. 9 e-services State Crdinatr Applicatin The State e-file crdinatr prvides access t delegated users t query and dwnlad e-file Applicatin infrmatin, als knwn as State Extracts. State Extracts enable State users t: Query an EFIN r ETIN and btain a summary f e-file participant data. Dwnlad e-file participant data r weekly updates. 10 5

6 e-services Taxpayer Identificatin Number (TIN) Matching The State Disclsure Officer prvides State users access t TIN Matching. Interactive TIN Matching allws State users t match a TIN and name cmbinatin with IRS recrds and receive immediate results. Bulk TIN Matching allws State users t check as many as 100,000 TIN and name cmbinatins at ne time. Results are sent t the user s secure mailbx. Bulk requests must be frmatted as a text (.txt) file and data must be separated by semiclns. TINType;TIN;Name:Accunt Number (ptinal) Example f data in text file: 2; ;Matthew Mulberry; ; ;Acme Incrprated 11 e-services Transcript Delivery System (TDS) The TDS State Applicatin is established by the IRS and is used t maintain an accunt fr the rganizatin fr State users. Principal is respnsible fr maintaining the TDS State Applicatin. Delegate User requests transcripts but is nt respnsible fr the TDS State Applicatin. State users can request accunt transcripts, return transcripts, recrd f accunt, and wage and incme dcuments withut taxpayer authrizatin. State User Requests prvide infrmatin fr ne taxpayer at a time and is displayed instantly. Bulk Requests allw multiple transcript requests and they are delivered t the secure mailbx. 12 6

7 The e-help Desk Supprts e-file Sftware Develpers wrk with an e-help Desk sftware testing team t ensure tax preparatin sftware meets IRS e-file specificatins. Transmissin cmpatibility testing is cnducted t ensure States can cnnect and cmmunicate with IRS systems. The e-help Desk assists with federal return reject cdes as well as acknwledgement files. State e-file crdinatrs prvide assistance n State return reject cdes. 13 e-help Desk Cntact Infrmatin and Hurs f Operatin Tll-free: Internatinal: Standard Hurs (all times Central Time): Mnday Friday, 6:30 a.m. 6:00 p.m. Extended Hurs (Filing Seasn): Mnday Friday, 6:30 a.m. 10:00 p.m. Saturdays, 7:30 a.m. 4:00 p.m. 14 7