![]() ![]() IRM 21 is designed to provide instructions to achieve "Initial Contact Resolution" (ICR). IRM 21.1.2 dated Septem(effective 10-01-2021) is superseded.Īll IRS employees in Business Operating Division (BOD) in contact with taxpayers by telephone, correspondence, or in person.Īutomated Collection System (ACS) (only IRM 21 references noted in IRM 5.19, Liability Collection)Ĭompliance Services Collection Operations (CSCO) (only IRM 21 references noted in IRM 5.19, Liability Collection)įield Assistance (FA)/Taxpayer Assistance Centers (TAC) (3) Various editorial changes were made throughout this IRM cross-references and links were added, removed or revised as appropriate. (2) IRM 21.1.2.3.7 - Updated information to reflect current status of the Enterprise Lead Gate. ![]() (1) IRM 21.1.2.2.2 (8) - Removed reference to the Employee Suggestion Program, which was discontinued as of Oct. (1) This transmits revised IRM 21.1.2, Accounts Management and Compliance Services Operations, Reference Materials Overview. Reference Materials OverviewĢ1.1.2 Reference Materials Overview Manual Transmittal Accounts Management and Compliance Services Operations Section 2. 21.1.2.4.1 Submission Processing, Agency-Wide Shared Services (AWSS) and Electronic Performance Support System (EPSS). ![]() 21.1.2.3.9 Technical Communication Documents (TCDs).21.1.2.3.6 Telephone Transfer Guide (TTG).21.1.2.3.5 Interactive Tax Law Assistant (ITLA).21.1.2.3.4 Integrated Data Retrieval System (IDRS) Reference Material.21.1.2.3.3 e-File Services Publications.21.1.2.2.3 IRM 21 Servicewide Electronic Research Program (SERP) Alerts.21.1.2.2.2 IRM 21 - Change Requests/Servicewide Electronic Research Program (SERP) Feedback.21.1.2.2.1 IRM 21 - Explanation of Contents. ![]()
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