Part 13. Taxpayer Advocate Service
Chapter 4. TAS TAMIS Guide
Section 1. General TAMIS Information
Taxpayer Advocate Service (TAS) cases are identified from various sources. TAS case criteria is explained in IRM 13.1.7, Taxpayer Advocate Case Processing.
The Taxpayer Advocate Management Information System (TAMIS) is an Oracle web-based inventory control and report system used to control and track TAS cases and provide management information.
Effective case control is a critical factor in delivering appropriate levels of customer service to the taxpaying public. TAMIS provides on-line access to case information, and transfer, referral, and quality review capabilities as required by Revenue and Restructuring Act (RRA) '98.
TAMIS is a critical TAS management vehicle for identifying, recording and analyzing the effect of tax laws; or IRS processes that cause taxpayer burden and significant hardship. The data is used for the National Taxpayer Advocate's Annual Report to Congress and for initiating and proposing legislative or administrative remedies to alleviate these problems.
The accuracy of TAMIS data is critical to TAS. TAS uses TAMIS data in determining its training needs, staffing requirements, level of customer satisfaction, and systemic issues for the Annual Report to Congress. Without accurate data, TAS has no basis on which to found its basic premises for various parts of its operation.
Training needs - TAS uses TAMIS data (e.g., issue codes, types of tax returns, complete case histories, and referrals to operating divisions) to determine tax problems worked in TAS and quality of casework which in turn points to particular processes for which case advocates may need more expertise or training.
Resources requirements (i.e., staffing) - TAS uses TAMIS data such as complexity of casework, case volumes, and types of systemic issues to determine the number of case advocates needed to completely resolve TAS cases.
Customer satisfaction – TAS extracts TAMIS data for closed cases each month for its contractor to perform the TAS customer satisfaction survey. Accuracy of data such as taxpayer name, power of attorney name, telephone numbers, addresses, core issues, type of tax, and tax year involved in the problem, is used when contacting previous TAS customers to determine the areas in which the customers are or are not satisfied. TAS offices use the results to determine areas needing improvement.
Annual Report to Congress - The NTA must report independently to Congress twice each year. In the yearly December report, the NTA discusses the most serious problems taxpayers face and recommends legislative solutions to tax problems. An analysis of TAMIS data is done to determine the most serious issues impacting taxpayers.
Case documentation is simplified by the use of check boxes for required actions and prompts.
This chapter of IRM 13 is designed to assist you in understanding the use and capabilities of TAMIS in managing TAS workload and collecting data about the systems and processes that impact TAS. Therefore, it is critical that data input into this system is accurate.
The TAMIS database and application programs are housed on a server located at the Enterprise Computing Center – Detroit (ECC-DET).
The TAMIS program provides a series of Window-based screens. The main screens are as follows:
The volume of case receipts recorded on TAMIS is between 200,000 - 300,000 cases annually. TAMIS maintains both current and prior fiscal year cases on an active database and two additional fiscal years of closed cases on an archived or read-only database.
The provisions of the handbook must be followed so that uniformity in definition and reporting occurs nationally.
TAMIS is the exclusive case processing system and is mandated for all employees' use.