Government

IRS scraps kiosks after many found to be broken, outdated

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August 15, 2025

The IRS is discontinuing its self-service kiosk program at Taxpayer Assistance Centers after a review by the Treasury Inspector General for Tax Administration found many of the machines to be broken and outdated, according to a CPA Practice Advisor report.

The TIGTA report, released earlier this week, found that as of April 2024, 40 of the 100 kiosks were inoperable, while the status of five others was unknown.

The report noted the technology was dated, using a trackball instead of a modern computer mouse and that maintenance efforts were failing to keep the kiosks operational. The IRS had a $500,000 annual contract with a vendor to maintain the machines, but the report found a lack of oversight and accountability, with some repairs taking up to 463 days.

Kiosk usage has drastically declined, with over 80,000 taxpayers using them in 2017, compared to only 4,600 from January to July 2024. The IRS announced its decision to end the program after TIGTA expressed concerns. The agency opted not to renew the contract for 2025, saving $500,000.

"Since the installation of the FSA kiosks in 2011, the technology gradually became outdated," Kenneth Corbin, chief of the IRS Taxpayer Services Division, said in the report. TIGTA has recommended the IRS study the possibility of a new self-service program using updated technology and the IRS has agreed to explore modern, cost-effective alternatives.