The whistleblower, an experienced IRS employee with over ten years in customer service and IT has disclosed a range of operational shortcomings. These revelations include the continued use of outdated "legacy" computer systems. The age of these systems is so notable that they are humorously claimed to date back to the Kennedy era.

The reliance on these outdated technologies is not just a running joke within the agency but a reality that impacts daily operations. "There is an ongoing joke that some of the oldest systems were paid for by the Kennedy administration," the worker told the Mail. The insider further substantiated their claims by stating, "And the reality of the jokes is that I believe them to be very accurate."

Such outdated systems are blamed for significant inefficiencies, including the long wait times experienced by callers seeking assistance. The Mail reports that only 31% of callers were able to speak to a human during their contact attempts, reflecting a dire state of customer accessibility.

Staff Wait Extensively During Tax Season

During the most recent tax season, which spans seven weeks, IRS customer service workers reportedly spent over 1.1 million hours waiting for calls.

This downtime translates into about 55 wasted hours per employee, nearly amounting to seven full eight-hour workdays for each of the approximately 20,000 customer service workers.

The outdated systems are not only slow but also require extended periods offline for necessary updates. "There's not a way to update in place. A lot of companies now are able to do that. Like when Facebook updates, it does not have to be taken down for two weeks -- it takes minutes," the insider lamented about the IRS's tech limitations.

This inefficiency is compounded by the systems' inability to handle multiple tasks concurrently, which means that customer service agents cannot manage phone calls and process letters at the same time.

Communication Breakdown and Siloed Information

Frequent communication breakdowns further exacerbate the inefficiencies within the IRS. The insider described how the agency's lack of integrated systems leads to siloed information, preventing effective sharing across departments.

"Collections customer service is different from examination or audit customer service. The tools and the notes that each department accesses are completely different," the worker explained.

This disjointed approach to information management creates barriers to effective service and frustrates both employees and taxpayers. The whistleblower also criticized the agency's management for prioritizing "vanity projects" over necessary updates and improvements to these critical systems.

Compounding these challenges is a described toxic workplace environment. IRS customer service agents frequently face verbal abuse from frustrated taxpayers.

"People will be cussing and yelling and screaming and threatening us. They will treat you like you're garbage," the insider revealed about the hostility they endure.

Risks of Congressional Review for Hanging Up on Calls

The consequences for agents attempting to escape abuse are severe. "But unfortunately, if you hang up you could wind up getting congressionally reviewed because they could call their member of Congress who could then start looking into it," the insider explained about the repercussions of disconnecting calls with abusive taxpayers.

These details paint a troubling picture of the IRS, where outdated technology, inefficient processes, and poor management converge to create a challenging environment for both employees and the public they serve.

In summary, the whistleblower's report highlights critical areas where the IRS is failing in its duties, mainly due to outdated technology and management practices.

The extensive wait times for callers and the considerable downtime during the tax season underscore the need for systemic changes within the agency.