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IRS reported call wait times far shorter than taxpayer experienced

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Millions of taxpayers are unable to get through to live help through the Internal Revenue Service’s toll-free phone lines, even when the IRS claims its average wait times are only about three minutes, according to a new report.

The report, from the Treasury Inspector General for Tax Administration, assessed the IRS’s efforts to improve toll-free telephone access and reduce taxpayers’ wait times when calling for assistance. TIGTA noted that every year, millions of taxpayers seek assistance from the IRS via its toll-free and international telephone lines. The IRS offers services such as answering federal tax questions, ordering tax forms, providing taxpayers with pre-recorded messages related to various tax topics, information on the status of their refunds, and information about a letter or notice they received. However, millions of taxpayers are still unable to obtain assistance from the IRS on the telephone due to various reasons such as technical difficulties, busy telephone lines, etc. 

TIGTA noted that the IRS tracks and widely reports two customer service performance measures related to its telephone lines: level of service and average wait times. According to the IRS, the LOS measures the ability for a taxpayer to reach a telephone assistor when requested. For the 2024 Filing Season, the IRS reported an LOS of 88 percent and wait times averaging 3 minutes. However, the reported LOS and average wait times only included calls made to 33 Accounts Management telephone lines during the filing season. These AM lines handled approximately two-thirds of all calls answered by IRS assistors. 

The IRS separately tracks an Enterprise LOS, which is a broader measure of the taxpayer experience because it includes 27 telephone lines from other IRS business units in addition to the 33 AM telephone lines. These 27 phone lines handled approximately one-third of all calls answered by IRS telephone assistors. 

In addition, the IRS doesn’t widely report an enterprise-wide wait time, as the reported average wait time computation includes only the 33 AM telephone lines. According to IRS data, the average wait times for the other phone lines were far longer than three minutes, averaging 17 to 19 minutes during the 2024 filing season. 

The Taxpayer Bill of Rights gives taxpayers the right to be informed, which includes the right to know what they need to do to comply with tax laws, TIGTA noted. “Taxpayers also have the right to quality service, which includes the right to receive prompt assistance, and to receive clear and easily understandable communications from the IRS,” said the report. “If a taxpayer sets their expectations for interacting with the IRS based on the reported average wait times and level of service (LOS), when their experience is different, they may grow frustrated and hang up leaving their issue unresolved. Because of high demand for service during the filing season, the IRS temporarily reassigns employees from other job responsibilities to answer calls. This helps improve the average reported wait time and LOS during the filing season. However, similar telephone service measures for the entire fiscal year are not widely reported and varied considerably.” 

For example, the AM LOS ranged from a low of 48% in June 2024 to a high of 92% in January 2024. Similarly, the Enterprise LOS ranged from a low of 45% in June 2024 to a high of 77% in February 2024. 

The IRS is currently developing a new measure that will track the percentage of calls in which the telephone assistor resolves a taxpayer’s issue during the first contact. 

TIGTA recommended the IRS should widely report to the public: (1) both the Enterprise LOS and AM LOS throughout the entire fiscal year; and (2) the average wait times throughout the entire fiscal year for all telephone lines that provide live assistance to taxpayers. The IRS disagreed with both recommendations, stating that the LOS metric does not provide information to determine taxpayer experience when calling, and including wait times for telephone lines outside the main helpline would be confusing to the public. TIGTA, for its part, maintained that whether a taxpayer can reach an assistor is part of the taxpayer experience and providing average wait times across all telephone lines for the entire fiscal year demonstrates transparency.

“We operate one of the world’s busiest call centers,” Kenneth Corbin, chief of the IRS’s Taxpayer Services Division, wrote in response to the report. “In fiscal year 2024, we handled nearly 50 million calls. We manage these demands within a fixed budget while adapting to a range of factors such as time of year, call volume, staffing, tax law changes, weather events and system outages. We continually allocate available resources between answering calls and processing other critical work, such as paper returns. Despite these challenges, the IRS consistently meets or exceeds the Treasury Secretary’s service goals.”

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Accounting

Continuous Auditing Transforms Corporate ERPs

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continuous auditing transforms corporate erps

As corporate accounting departments cross the threshold into late July 2026, the adoption of continuous, automated auditing systems has reached a definitive turning point. Driven by advances in artificial intelligence and deep integration with modern Enterprise Resource Planning (ERP) platforms, leading finance organizations are moving away from traditional, periodic post-hoc audits in favor of real-time, 100% transactional verification. This technological transition is redefining internal control environments, reducing compliance costs, and eliminating the structural delays inherent in legacy quarterly closing processes.

Unlike traditional auditing frameworks that rely on statistical sampling—a process that inevitably leaves operational blind spots—continuous auditing software monitors operational data feeds continuously. Every purchase order, electronic invoice, payroll disbursement, and cross-border wire transfer is automatically cross-referenced against established corporate governance parameters, regulatory tax schedules, and anti-fraud algorithms in real time. Anomalies or unauthorized ledger entries are flagged instantly, allowing internal audit teams to investigate and remediate compliance gaps immediately rather than months after the close of a financial period.

The implications for executive financial management are far-reaching. By embedding continuous verification directly into daily transaction workflows, chief financial officers gain uninterrupted visibility into the organization’s true financial standing. Real-time balance sheet auditing eliminates the severe operational bottlenecks associated with month-end and quarter-end financial reconciliations, freeing accounting professionals to focus on strategic financial modeling, tax planning, and capital allocation rather than manual data entry and spreadsheet consolidation.

However, implementing continuous auditing requires accounting leadership to invest heavily in data governance and technical upskilling. Internal audit teams must evolve from manual ledger reviewers into system architects capable of auditing complex algorithms and validating automated data pipelines. Accounting firms and corporate controllers that master continuous auditing will establish a resilient compliance framework capable of meeting stringent international regulatory standards with total transparency.

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Accounting

U.S. Imposes New 50% Tariffs on Canadian Imports Under Rare Legal Provision

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U.S. Imposes New 50% Tariffs on Canadian Imports Under Rare Legal Provision

WASHINGTON — In a major escalation of cross-border trade friction, U.S. President Donald Trump has signed executive orders imposing new 50% tariffs on a wide selection of Canadian exports, citing discriminatory practices by Ottawa targeting American auto, dairy, and beverage industries.

The new duties, announced Monday, will take effect in 30 days. They target a broad spectrum of consumer and industrial goods—ranging from wine, liquor, and milk products to commercial cement, furniture, clothing, and hockey equipment.

Untested Legal Mechanism

To enact the sweeping measures, the administration invoked Section 338 of the Tariff Act of 1930—a rarely used legal provision allowing the executive branch to levy additional tariffs of up to 50% on foreign nations deemed to discriminate against U.S. commerce.

White House officials noted that Section 338 addresses trade discrimination rather than national security or economic emergencies. The move comes months after prior global emergency tariffs faced legal challenges in domestic courts, signaling Washington’s pivot toward alternate statutory authorities to maintain import duties.

Senior administration officials briefed reporters that the measure directly responds to Canadian provincial bans on U.S. alcohol, restrictions on American vehicle exports, and import quota disparities affecting U.S. dairy and cheese producers relative to third-party trading partners.

“While the administration continues to secure reciprocal trade agreements globally, Canada retaliated against efforts to protect domestic industry,” U.S. Trade Representative Jamieson Greer stated.

USMCA Impact and Carve-Outs

Significantly, the newly ordered 50% duties will apply to designated items even if they otherwise comply with the United States-Mexico-Canada Agreement (USMCA).

However, the administration confirmed key targeted exemptions:

  • Energy products (including oil and natural gas)
  • Potash and critical minerals
  • Fish and seafood
  • Goods already governed by sector-specific duties (such as existing steel and aluminum tariffs)

Administration representatives emphasized that the tariffs do not stem from recent disputes concerning drifting Canadian wildfire smoke, noting that policy options regarding environmental spillover remain under separate review.

Canadian Response and Market Reaction

Following the White House announcement, the Canadian dollar experienced a sharp decline against the U.S. dollar, falling approximately 0.4% during evening trading.

Canadian Prime Minister Mark Carney issued a statement emphasizing that Canada’s earlier counter-duties had merely matched previous U.S. trade actions. “Canada stands ready to engage intensively to address outstanding issues with the U.S. to the mutual benefit of our citizens,” Carney stated, pointing to detailed proposals Ottawa submitted to modernize the USMCA framework.

Ontario Premier Doug Ford took a firmer stance, urging a “dollar-for-dollar” reciprocal response if the measures go into effect on August 19.

With a 30-day implementation window before the duties officially lock in, industry associations and trade groups on both sides of the border are calling for urgent bilateral negotiations to avert further supply chain disruption across North America.

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Accounting

Automated Continuous Auditing: Transforming Compliance and Real-Time Financial Oversight

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Transforming Compliance and Real-Time Financial Oversight

The traditional accounting paradigm—defined by periodic monthly closures and post-hoc annual audits—is rapidly giving way to continuous, automated financial oversight. As of July 2026, forward-thinking accounting practices and multinational corporate finance departments are leveraging continuous auditing systems powered by advanced machine learning models. These systems monitor operational transactions in real time, shifting audit methodologies from sample-based post-analysis to absolute, 100% transaction-level verification.

The operational advantages of continuous auditing are transformative. Standard auditing procedures historically relied on statistical sampling, which, despite rigorous methodology, inherently left gaps where anomalies or fraudulent transactions could go undetected for months. Modern continuous auditing platforms integrate directly with enterprise resource planning (ERP) databases, instantly cross-referencing purchase orders, invoices, bank feeds, and tax records. Any deviation from established control parameters or unusual transaction behavior triggers immediate flags for internal audit teams, dramatically reducing detection lag from quarters to seconds.

Beyond fraud prevention, continuous auditing fundamentally alters internal reporting and decision-making. Executive leadership no longer has to wait weeks after the close of a quarter to evaluate precise financial standing; real-time verified ledger data provides an uninterrupted view of operating margins, tax liabilities, and cash flow dynamics. This real-time visibility enables corporate controllers to adjust capital allocation strategies dynamically, mitigating liquidity constraints and capitalizing on emerging commercial opportunities far more efficiently than competitors bound to legacy reporting cycles.

However, implementing continuous auditing requires accounting professionals to acquire new analytical capabilities. The role of the auditor is evolving from manual data reconciliation toward system validation, algorithmic model governance, and strategic risk interpretation. Accounting firms and corporate finance departments must invest in continuous technical education, ensuring that audit staff possess the data engineering skills necessary to design, maintain, and evaluate complex automated compliance systems.

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