The online services director at the IRS this week mapped out key goals of the agency’s ongoing technology improvements plans that will roll out over the next three years.
Karen Howard, director of the IRS Office of Online Services, discussed those areas of improvement during an online webinar hosted by ACT-IAC on June 18.
“[We’re] going to continue to focus on optimizing content and the user experience on the backup platform, optimizing the processes and technology behind the platform to improve the user experience on the front end, and then innovation and a plan for the future,” Howard said.
“We’re always looking for what new technology is coming next and benefits the IRS platform,” she said.
“When we talk about the office, our vision is to partner to innovate and transform the taxpayer experience continuously,” she said. “Our mission behind that is to advocate for customers and lead the evolution of improved digital experiences by collaboratively aligning ourselves with people and processes.”
A major piece of the plan, she said, involves focusing on agency personnel and training to prepare them for using upgraded technologies.
“And you’ll notice that technology is not in there,” she said while referring to a presentation slide at the June 18 event. “That’s intentional because we start with the people and processes, and then technology,” Howard said.
