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Survey Explores Unrealized Tax Credits
A report from the New Practice Labs suggests how more low-income households can realize available tax credits.
Among low-income households earning less than $26,000 that had not filed taxes in the past three years, 33% reported they did not file because they believed their income was too low. Yet within this group, 20% had earned income from work (including jobs with one or more employers, gig or freelance work, or self-employment), and 37% had at least one child in their household—factors that likely would have made many of them eligible for tax credits had they filed, according to a new report from the New Practice Lab.
The report, “Designed for Filing, Not for Families: Reimagining Tax Credit Delivery,” shares the results of a first-of-its-kind national survey to understand why so many households struggle to claim tax credits and receive the support available to them. The New Practice Lab is part of New America (formerly the New America Foundation), a Washington, D.C. organization that works to improve family economic security and well-being through the way social policy is designed and delivered.
To gather insights, the researchers conducted a nationwide survey of 5,012 respondents—64% of whom had not filed taxes in the past three years, and 88% of whom had annual household incomes under $65,000. They also carried out a qualitative study with 25 low-income residents from Illinois, all of whom had applied for or received state benefits in the past year.
Trusted Messengers
According to the report, millions of low-income households—many of whom are not required to file taxes due to their income level—miss out on valuable tax credits each year because they struggle to access them through the tax system or do not realize they qualify. Unlike other public benefits, tax credits are only available to those who file a tax return, making the path to receiving them feel more like a compliance exercise than a support system.
The report underscored the critical role of trusted messengers in helping people navigate tax credits and government benefits. Survey respondents reported turning to at least three information sources, on average, with friends, family or neighbors (49%) and online searches (48%) the most used.
Other popular sources included the IRS website (42%), in-person tax preparers (38%) and online tax software (25%). Personal relationships were highly valued: Many respondents said they trust informal advisers like family members or friends due to shared experience and accessibility.
Even when using official or professional services, trust was often rooted in personal familiarity or reputations. While only 12% cited mail or flyers from the government as a source, nearly 70% of those who did claimed tax credits.
Preferences for receiving information varied: 57% preferred email, 47% mail (especially those older than 44), 35% text messages (more common among younger users) and 24% phone calls. Additionally, libraries, community centers and schools were mentioned by 14% as trusted sources.
Overall, the findings highlighted that people rely on layered, personal and accessible sources to make decisions about tax filing and benefits.
Collaboration is Key
Devyani Singh, the author of the report, is the data and strategic impact lead for the New Practice Lab at New America. She surmised that increasing tax credit uptake requires a multifaceted approach—there is no single solution.
People often do not file taxes due to legal exemptions, fear, confusion, cost or lack of awareness about available credits. Effective strategies, therefore, must reflect real-life circumstances: personalized, timely outreach through trusted messengers; simplified, connected systems; and supportive policies. A one-size-fits-all model will not make a significant difference.
State and local governments are beginning to innovate, and according to the New Practice Lab, it is partnering with them to pilot new strategies, enhance data sharing and create tools that make it easier for families to access the support to which they are entitled.
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