This section of the Data Book provides information on the scope and composition of the ways the IRS provides assistance, not only to taxpayers but also to tax-exempt organizations and government entities. The IRS assists taxpayers in meeting their Federal tax return filing and payment obligations through its telephone helplines, via the Internet, at IRS Taxpayer Assistance Centers, and through volunteer-provided income tax assistance.

Graphic on the left shows IRS website usage for fiscal year 2020. There were 9.2 billion page views, about 1.6 million site visits and 437 million downloads on Graphic on the right shows the number of taxpayers using self-service features on during fiscal year 2020. The website received more than 505 million “Where’s My Refund?” inquiries and fulfilled more than 137 million Transcript Delivery System requests.

View chart detailsXLSX. For additional graphs from this section, download the PDF of this year’s Data BookPDF.

Highlights of the Data

  • In Fiscal Year (FY) 2020, the IRS assisted 64.3 million taxpayers through correspondence, its enterprise-wide telephone helpline or at Taxpayer Assistance Centers  (Table 9XLSX).
  • In FY 2020, the IRS provided taxpayer assistance through more than 1.6 billion visits to, including 505.6 million inquiries to the “Where’s My Refund” application, and 14.9 million active IRS2GO mobile app users  (Table 10XLSX).
  • The IRS closed 95,864 applications for tax-exempt status in FY 2020. Of those, the IRS approved tax-exempt status for 89.2 percent of the applications (Table 12XLSX).
  • In Fiscal Year (FY) 2020, the IRS recognized more than 1.9 million organizations, including new determinations, as tax-exempt. Almost 1.8 million of these organizations were exempt under Internal Revenue Code section 501(c), with more than 1.3 million qualifying as tax-exempt under Internal Revenue Code Section 501(c)(3) (Table 14XLSX).

Index of Data Book Tables


Taxpayer Assistance: Tables 9–16


Table 9: Selected Taxpayer Assistance and Education Programs, by Type of Assistance or Program, Fiscal Year 2020XLSX
Table 10: Selected Online Taxpayer Assistance, by Type of Assistance, Fiscal Year 2020XLSX
Table 11: Taxpayer Advocate Service: Post-filing Taxpayer Assistance Program, by Type of Primary Issue and Relief, Fiscal Year 2020XLSX
Table 12: Closures of Applications for Tax-Exempt Status, by Organization Type and Internal Revenue Code Section, Fiscal Year 2020XLSX
Table 13: Receipts of Forms 8976, Notices of Intent To Operate Under Section 501(c)(4), Fiscal Year 2020 XLSX
Table 14: Tax-Exempt Organizations, Nonexempt Charitable Trusts, and Nonexempt Split-Interest Trusts, Fiscal Year 2020XLSX
Table 15: Determination Letters Issued on Employee Retirement Plans, by Type and Disposition of Plan, Fiscal Year 2020XLSX
Table 16: Technical Activities and Voluntary Compliance Closures, Fiscal Year 2020XLSX

Data for all years


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