Room for improvement. A new report says the IRS needs to improve efficiency for telephone and correspondence services. According to the Government Accountability Office (GAO), access to the IRS telephone help in 2013 remained at 68%, the same as it was in 2012. Also, unanswered paper correspondence that was more than 45 days old increased to 47% in 2013, up from 40% in 2012. (GAO-14-133, Dec. 2013)

IRS, phone home? The IRS is testing a program that allows staffers to access work email and other services on their personal smartphones. But the idea is not without risk. A new report from Treasury Inspector General for Tax Administration (TIGTA) points out that additional security is needed and recommends a thorough cost analysis to determine if the IRS should move forward with this concept. (TIGTA Ref. No. 2013- 20-108, 9124113)