Recently, however, IVR has started to show up in revenue-generating programs. The Commonwealth of Massachusetts has begun using IVR to allow citizens to file tax returns. Using their telephones and a simple worksheet, nearly 200,000 residents filed their 1994 tax returns. But voice processing is not without its shortcomings. The technology can quickly become a burden if the instructions and menu choices are too lengthy for people to remember.
Agencies have to carefully watch call volume, which can rise with the popularity of the service.
Too many calls and not enough lines can lead to the old problem of busy signals. Another issue with IVR is the caller's ability to identify the necessary information and accurately assimilate it. The Center for Technology in Government tested an IVR system for business permit information and found there is a complexity threshold beyond which people cannot absorb and record information accurately. By applying the same principles, state governments hope to convert the inefficiencies of distributing food stamps and cash to the needy into a convenient and secure service. EBT eliminates the need for checks and food stamp coupons which, in turn, reduces the amount of paperwork needed to run the programs as well as the fraud and theft that's long been associated with monthly benefit checks and coupons.