IRS Tech Modernization Plan to Focus on Customer Experience (CX)
Earlier this month, the Internal Revenue Service (IRS) launched its strategic operating plan, which highlighted how the agency will leverage its $80 billion in funding increase from the Inflation Reduction Act (IRA).
Introduced by IRS commissioner Danny Werfel on April 6th, the new plan aims to leverage digital tools and modern platforms to enhance Customer Experience (CX) capabilities. The plan also involves embracing more data/analytic solutions, as well as hiring more staff.
Here’s the CX-related language from the actual plan:
Dramatically improve services to help taxpayers meet their obligations and receive the tax incentives for which they are eligible.
Quickly resolve taxpayer issues when they arise.
Deliver cutting-edge technology, data, and analytics to operate more effectively.
Attract, retain, and empower a highly skilled, diverse workforce and develop a culture that is better equipped to deliver results for taxpayers.
According to Commissioner Werfel, these efforts will come to life in the form of better addressing wait times for IRS phone lines, better processing of paper tax returns, enhanced electronic filing, as well as the ability for taxpayers to quickly identify mistakes.
As highlighted last year, this plan is an extension of the IRS’ new Taxpayer Experience Office, which is enhancing all aspects of taxpayer transactions with the agency across service, compliance and other program areas.
Developing CX-driven capabilities has been foundational to Makpar’s ongoing work with the IRS. For example, we have enabled the IRS to create and scale an external user identity verification shared service.
Makpar also offers comprehensive CX-solutions for other agencies, and reinforces Federal CIO Clare Martorana’s vision for accelerating CX across government this year.
In addition, last year, MakNuAx, a SBA-approved Joint Venture (JV) between Makpar and NuAxis Innovations, was awarded a $115 million CX-driven contract to provide enterprise service desk support services for the Department of Labor (DoL).
Makpar is excited to see the IRS’ new strategic operating plan fully come to life. Contact us here for more information on how we can help you start your government CX journey.