Due to heavy workload (like the ACA and late tax changes/extensions by Congress) and a significantly reduced budget the IRS will be cutting back on service levels again. See the National Taxpayer Advocate annual report below.
In her 2015 annual report to Congress, National Taxpayer Advocate (NTA) Nina Olson expresses concern that IRS may be on the verge of dramatically scaling back telephone and face-to-face service that it has historically provided to assist the nation's 150 million individual taxpayers and 11 million business entities comply with their tax obligations. In particular, she calls for IRS to release its “Future State” plan documents, provide additional detail about its anticipated impact on taxpayer service operations, and solicit public comments, and recommends that Congress conduct oversight hearings on IRS's plan. IR 2016-1