In a report submitted to Congress on Wednesday, National Taxpayer Advocate Erin Collins stated that the Internal Revenue Service (IRS) conducted a generally successful 2026 filing season despite operational challenges. The agency processed approximately 99% of individual tax returns by the end of the season, a result the Taxpayer Advocate Service (TAS) attributed to automated processing and stable leadership within the tax filing division. This performance occurred after the implementation of more than 100 changes to the tax code following the passage of the One Big Beautiful Bill Act.
The report also detailed a decline in taxpayer assistance metrics, which it linked to a workforce reduction of approximately 25%. The agency answered 21% of phone calls with an average wait time of 14 minutes, compared to a 25% answer rate and an 8-minute average wait in 2025. Specific lines for identity theft verification and payment liability reported answer rates of 19% and 31%, respectively. Additionally, the number of fully staffed Taxpayer Assistance Centers fell from 102 to 42.
The TAS noted that taxpayers requesting paper refunds experienced delays of six weeks or more following a shift toward electronic distribution. National Treasury Employees Union President Doreen Greenwald stated that while the workforce managed high volumes with fewer resources, the reduction in service levels negatively impacts the tax system. The IRS had prioritized paper correspondence over phone lines during the season to maximize staff efficiency.