IRS seeks public comment on customer experience data collection

The Internal Revenue Service issued a notice (FR Doc 2026-16916) extending a currently approved information collection under OMB Control No. 1545-2290 and requesting public comment on its "Improving Customer Experience" effort, which implements OMB Circular A-11, Section 280.

Comments must be received on or before October 19, 2026. Submissions are to be directed to Andres Garcia, IRS, Room 6526, 1111 Constitution Avenue NW, Washington, DC 20224, with "OMB Control No. 1545-2290" in the subject line, or emailed as indicated. For additional information, contacts include Marcus W. McCrary, telephone 470-769-2001.

The collection seeks voluntary feedback from individuals, businesses and other organizations that interact with a federal agency or program, in order to satisfy requirements of the Government Service Delivery Improvement Act and the 21st Century Integrated Digital Experience Act. Data will be gathered electronically when feasible and may also be obtained through mail, fax, telephone, technical discussions, in-person interviews, focus groups or observational techniques.

The IRS estimates 2,001,550 responses, with response times ranging from three minutes for a survey to one and a half hours for a focus group, resulting in a total annual burden of 101,125 hours. The agency notes it is updating the requested burden hours to reflect current and anticipated needs.

Respondents may include individuals or households, for-profit businesses, not-for-profit institutions, state, local or tribal governments, the federal government and universities. Collected information will be used for general service improvement and program management, and any public release of summaries will include caveats about sample size and response rates, as required by OMB guidance.