Technology modernization efforts are a top priority for the Internal Revenue Service (IRS), and the agency is depending on business collaborations to help bring systems and solutions to the next level for the benefit of the public over the next several years.
IRS’s technology modernization
The IRS is helping to deliver three economic impact payments starting in March 2020, as well as making some forms, publications, tools, social media, and website information more accessible to people who don’t speak the same language, such as English, as reported by Homeland Security.
Deputy Associate Chief Information Officer for Applications Development Craig Drake told the Government Technology & Services Coalition’s IRS Days 2022 that modernization transforms IRS technology, making some improvements in taxpayer services.
As per the report, the first multilingual online account will be in Spanish soon, with more languages to follow.
Cloud-based applications will also allow the faster rollout of new features to taxpayers.
A virtual assistant, available through an online account, will also allow taxpayers to acquire answers without contacting a live agent and will be able to escalate the query to a real assistant if the robot can’t answer.
Meanwhile, the Internal Revenue Service recently celebrated the 100 millionths online account transaction. Online account views increased from 9 million to 18 million in a single year. As a result, 99 percent of those who opted out of child tax credits did so online rather than by phone.
IRS digitalization strategy
The IRS’s digital transformation programs may significantly improve how people interact with the IRS and how workers access data to make interactions more effective for all parties. With the IRS Digitalization Strategy, staff will be able to fully utilize digital tools to make decisions and assist consumers by 2025.
In another report of Homeland Security, for starters, they are working on streamlining its internal procedures to reduce the amount of paper they produce while also helping the IRS meet the Federal Records Centers obligation by building and improving digital pathways for digital data receipt, usage, and transfer.
As a second objective, they want to make it easier for people to get their hands on digital data by converting paper-based documents and hard-copy photos into digital files. They also want to make digital data from paper-based documents and multimedia files more widely available and useable.
For the third objective, IRS employees will be taught about and supported in the proper use and management of digital records by implementing best practices in electronic record-keeping such as the use of authoritative solutions and practices as well as enhancing data intake capabilities to enable data validation, storage, protection, and sharing.