IRS Ramping Up Tax Payer Experience Capabilities
We expect enhanced customer experiences with the new IRS Taxpayer Experience Office.
Earlier this month, the Internal Revenue Service (IRS) announced the launch of its new Taxpayer Experience Office, which will focus on enhancing all aspects of taxpayer transactions with the agency across service, compliance and other program areas.
As envisioned in the Taxpayer First Act Report to Congress, this new effort included input and feedback from taxpayers, tax professionals and the tax community that helped develop the Taxpayer Experience Strategy.
“As the IRS continues taking immediate steps this filing season including adding more employees to address the significant challenges facing a resource-constrained IRS, it's critical that we work going forward to equip the IRS to be a 21st century resource for Americans,” said IRS Commissioner Chuck Rettig, in this IRS press release. “The formal establishment of this office will help unify and expand efforts across the IRS to improve service to taxpayers.”
A core foundation of this effort is enhancing the overall taxpayer customer experience (CX), where the agency aims to re-imagine the taxpayer experience, enhance employee training and restructure the organization to increase collaboration and innovation.
Last year, we highlighted this effort and shined a light on how Ken Corbin was appointed as the IRS’ new chief taxpayer experience officer. He was also quoted in the IRS press release about the new Taxpayer Experience Office.
“The IRS is committed to customer experiences that meet taxpayers where they are, in the moments that matter most in people's lives and in a way that delivers the service that the public expects and deserves,” said Corbin. "We're committed to designing and delivering services that better connect with our diverse taxpayer base.”
CX is a key area where industry partners can come into play to help agencies further evolve their capabilities. To gain more insights on this strategy, Seem Khan, CEO of Makpar, authored this Government Computer News (GCN) guest article.
Makpar has more than a decade of experience in high-level strategic and project management services with a focus on cutting-edge technologies and application development.
We have enabled the IRS to create and scale an external user identity verification shared service. This provides citizens access to online services in a manner that promotes confidence, privacy, choice, and innovation while providing for significant cost-savings to the agency when compared to traditional communication channels such as written correspondence, phone calls, or in-person visits to Tax Assistance Centers.
Working as a true partner with our clients, Makpar’s comprehensive IT program management offerings focus on people, processes, goals, and results to bring CX to life for government.
Contact us here for more information on how we can help you start your government CX journey.