Lenita Johnson Chief, e-help Desk

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1 Lenita Jhnsn Chief, e-help Desk

2 2

3 Andver, MA Atlanta, GA Austin, TX Cincinnati, OH Ogden, UT 3

4 Attrneys Certified Public Accuntants (CPA) Electrnic Return Originatrs (ERO) Enrlled Agents (EA) Financial Institutins Gvernment Agencies Intermediate Service Prviders (ISP) Large Crpratins Lw Incme Tax Clinics (LITC) Reprting Agents (RA) Sftware Develpers Tax Cunseling fr the Elderly (TCE) Sites Taxpayer Assistance Centers (TAC) Transmitters Vlunteer Incme Tax Assistance (VITA) Sites 4

5 Single Tll-free Number Custmer Relatinship Management First Cntact Reslutin Ticket Escalatin 5

6 The e-help Desk assistr is the custmer s first pint f cntact (Level 1) fr prblem reslutin. The mre cmplex technical issues are escalated t Level 2 persnnel, such as Infrmatin Technlgy Specialists. 6

7 State users cnduct business with the IRS electrnically using web-based prducts knwn as e-services: Registratin e-file Applicatin State Crdinatr Applicatin (aka State Extracts) Taxpayer Identificatin Number (TIN) Matching Transcript Delivery System (TDS) 7

8 A ne-time prcess where yur persnal infrmatin is 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 registrant s hme address and must be entered within 28 days f registering t cmplete the prcess. A secure mailbx is assigned t users t receive cnfidential infrmatin, such as transcripts. 8

9 If State Users are electrnic 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

10 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

11 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) Examples f data in text file: 2; ;Matthew Mulberry; ; ;Acme Incrprated 11

12 The TDS State Applicatin is established by the IRS and is used t maintain an accunt fr the rganizatin fr State Users. The Principal is respnsible fr maintaining the TDS State Applicatin. A 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 time and is displayed instantly. Bulk Requests allw multiple transcript requests and they are delivered t the secure mailbx. 12

13 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

14 Tll-free: Internatinal: Standard Hurs (all 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

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