IRS Scraps Broken Kiosk Program After Years of Taxpayer Frustration

In this episode of Fed Gov Today with Francis Rose, you will learn why the IRS is pulling the plug on its long-troubled taxpayer self-service kiosks. Eleina Monroe, Chief of Staff for Inspections and Evaluations at the Treasury Inspector General for Tax Administration (TIGTA), reveals how more than half of the 100 kiosks in 37 field offices were out of service—some for over a year—due to outdated trackball navigation, unrepairable parts, and vague contractor requirements. Monroe explains that a lack of contract oversight and missing performance standards left taxpayers without functional tools, despite a $500,000-a-year maintenance contract. With roughly 7,500 taxpayer sessions in FY 2024, demand for in-office self-service options remains strong, especially for those without internet access.

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