Interesting article in the New York Times, Computer Technology Opens a World of Work to Disabled People, by David S. Joachim:

At the Internal Revenue Service, about 350 disabled workers in 42 states are taking calls this tax season. The I.R.S. and other federal agencies are required to hire people with severe disabilities as part of their compliance with the Americans With Disabilities Act. The agency determined that disabled agents could easily handle its seasonal call center, answering requests for tax forms.

The I.R.S. was especially interested in having agents answering calls during peak hours — midday on Mondays and Tuesdays — without having to employ them full time.

"In a traditional call site, they work eight hours a day, five days a week," said Anna Howington, a senior policy analyst at the I.R.S. who oversees taxpayer services. Ms. Howington said she was "absolutely happy" with the quality of the agents’ work, which costs the agency about $5 million a year.