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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

SEC’s Semiannual Reporting Proposal Faces Investor Pushback: What CFOs Need to Know

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U.S. Securities and Exchange Commission (SEC)

A proposal from the U.S. Securities and Exchange Commission to potentially shift some public companies away from quarterly financial reporting toward a semiannual model is drawing significant pushback from investors, even as it continues moving through the regulatory process. The debate has direct implications for corporate finance teams, auditors, and the broader transparency of U.S. capital markets.

What the SEC Proposed

According to a summary published by accounting advisory firm Cohen & Co., the SEC issued a proposed rule on May 19, 2026, aimed at simplifying financial reporting requirements for many U.S. public companies. The proposal would potentially reduce the frequency of certain mandatory disclosures from quarterly to semiannual, a structural change that has not been made to core U.S. reporting requirements in decades.

The proposal follows an extended debate within U.S. policy circles, with proponents arguing that reduced reporting frequency could lower compliance costs and free up management time for longer-term strategic planning rather than quarter-to-quarter results management.

Why Investors Are Pushing Back

Comment letters submitted in response to the proposal have been extensive, and according to Cohen & Co.’s review of the public record, investors “appear to be largely opposed” to the shift, viewing frequent interim reporting as a core benefit of U.S. capital markets relative to other jurisdictions.

Accounting and law firms have taken a more measured position, generally urging any changes to remain aligned with the Financial Accounting Standards Board (FASB), whose existing disclosure requirements and guidance are built around a quarterly reporting cadence. A shift to semiannual reporting without corresponding changes to FASB guidance could create friction between SEC filing requirements and GAAP-based disclosure expectations.

Lessons From the U.K. Experience

The debate is not without precedent. The United Kingdom moved away from mandatory quarterly reporting for listed companies in 2014, returning to a semiannual disclosure requirement. According to Cohen & Co.’s analysis, that experience offers a cautionary data point: there was no measurable increase in capital expenditure or R&D investment following the change, while analyst coverage of affected companies declined as reliable interim information became less available — a particular risk for smaller and newly public companies that rely on analyst coverage to maintain investor visibility.

Practical Implications for Finance Teams

Beyond the debate over disclosure philosophy, the proposal carries practical complications. Many companies have debt covenants and credit agreements structured around quarterly financial delivery; a shift to semiannual reporting could require renegotiating those terms. Reduced reporting frequency would also extend the “window of market silence” between disclosures, a factor that governance and investor-relations teams would need to manage carefully to avoid information asymmetry.

Separately, and unrelated to the reporting-frequency debate, the SEC and FASB have continued finalizing more routine updates this year. New Accounting Standards Updates are taking effect for December 31, 2026, fiscal year-ends covering income tax disclosures, credit loss measurement, induced debt conversions, and stock compensation, according to Eide Bailly’s review of 2026 ASU activity. Additional guidance on paid-in-kind dividends and environmental credits is also on the near-term horizon.

What to Watch Next

The semiannual reporting proposal remains in the comment and review phase, and no final rule has been adopted as of this writing. Finance leaders should monitor the SEC’s regulatory agenda for further movement, while treating the current quarterly reporting requirement as the operative standard until any final rule is issued and an effective date is set.

Given the extent of investor opposition documented in the comment file, a full shift to mandatory semiannual reporting appears more likely to result in either a scaled-back compromise or continued study rather than swift adoption — though the SEC’s ultimate direction remains uncertain.

 

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Accounting

AI-Driven Automation and Continuous Accounting Frameworks

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The accounting profession is undergoing a fundamental structural transition as enterprise finance departments shift from periodic month-end closes toward automated continuous accounting models. By integrating specialized machine learning algorithms directly into enterprise resource planning (ERP) platforms, chief accounting officers are transforming financial reporting from a retrospective exercise into a real-time operational asset.

The Shift from Periodic Close to Continuous Financial Reporting
Traditional accounting workflows heavily relied on manual data reconciliation, spreadsheet calculations, and multi-week closing cycles at the end of each fiscal period. In contrast, continuous accounting frameworks utilize automated software agents to process, validate, and post transactional data in real time as business activities occur.

Automated bank reconciliation tools cross-reference incoming bank feeds, invoice records, and purchase orders automatically. By resolving transactional variances instantly throughout the month, corporate accounting teams eliminate the traditional workload spikes associated with quarterly and annual closes.

Machine Learning in Audit Trails and Anomaly Detection
Advanced natural language processing (NLP) and machine learning tools are redefining internal audit and financial control environments. Automated systems analyze 100% of general ledger entries, identifying anomalous transactions, duplicate payments, and unauthorized journal entries in real time.

Rather than relying on random statistical sampling, corporate internal auditors can focus their attention on high-risk flags automatically surfaced by algorithmic monitoring platforms. This continuous risk assessment strengthens internal controls over financial reporting (ICFR) and significantly reduces fraud risk.

Evolving Roles for Accounting Professionals
As routine data entry and manual reconciliation tasks become fully automated, the skill set required for accounting professionals is shifting toward data analysis, system design, and strategic business advisory.
– Systems Governance: Accountants are increasingly responsible for monitoring algorithmic accuracy and managing data integration pipelines.
– Business Partnership: Finance professionals leverage real-time financial dashboards to advise operational leaders on margin management and working capital allocation.
– Regulatory Compliance Management: Accounting teams utilize automated platforms to ensure compliance with dynamic tax codes and international accounting standards.

Core Implementation Recommendations
1. Deploy Automated Reconciliation Tools: Integrate continuous transaction processing modules into existing enterprise ERP architectures.
2. Establish Algorithmic Governance Controls: Implement strict internal testing protocols to ensure automated accounting rules comply with GAAP/IFRS standards.
3. Reskill Accounting Teams: Invest in training finance staff on data analytics, workflow automation, and predictive financial modeling.

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Accounting

Global ESG Reporting Standards and Double Materiality Compliance

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Corporate accounting departments face expanding reporting expectations as international sustainability disclosure standards achieve regulatory enforcement across major global jurisdictions. Chief Accounting Officers (CAOs) and corporate controllers are establishing rigorous internal accounting controls to treat Environmental, Social, and Governance (ESG) metrics with the same data precision, auditability, and governance as traditional financial statements.

Regulatory Harmonization Under Global Sustainability Frameworks
The implementation of standardized sustainability reporting frameworks—notably rules established by international sustainability accounting boards—has created unified expectations for public and large private enterprises. Corporations must report standardized metrics covering greenhouse gas emissions (Scope 1, 2, and material Scope 3), energy utilization, workforce demographics, and supply chain governance.

In Europe and other participating international jurisdictions, double materiality principles are mandatory. Under double materiality, organizations must report both how external sustainability risks impact corporate financial performance, and how internal corporate operations affect surrounding environmental and social structures.

Integrating Sustainability Metrics into Core ERP Systems
To provide auditable non-financial data, enterprise organizations are integrating specialized carbon accounting and ESG management platforms directly into core ERP systems. Automated data collectors capture energy utility invoices, logistics fuel consumption metrics, and vendor compliance records in real time.

Establishing automated, traceable data pipelines ensures that non-financial reporting is supported by clear audit trails. This structured approach allows external financial auditors to provide reasonable assurance on sustainability disclosures during annual corporate reporting cycles.

Financial Impacts and Capital Market Disclosure
Accurate ESG reporting directly influences corporate cost of capital and institutional credit ratings. Commercial lenders and institutional asset managers systematically incorporate sustainability metrics into risk pricing models. Companies that demonstrate transparent, verifiable progress in operational energy efficiency and climate risk mitigation benefit from expanded access to green bond markets and lower debt pricing.

Action Steps for Accounting Leadership
1. Implement Double Materiality Frameworks: Conduct comprehensive assessments to identify material financial and operational sustainability metrics.
2. Build Auditable Non-Financial Data Pipelines: Automate ESG data collection within core accounting software to ensure data integrity.
3. Align Sustainability with Annual Financial Filings: Prepare non-financial disclosures concurrently with financial statements to satisfy regulatory audit expectations.

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