IRS Software Developer Conference · 2015. 6. 30. · N o ti c e Sy s te m s C as e Mg t Sy s te m...
Transcript of IRS Software Developer Conference · 2015. 6. 30. · N o ti c e Sy s te m s C as e Mg t Sy s te m...
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IRS Software Developer Conference
New Carrollton Federal Building Lanham, MD
June 17, 2015
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Agenda
• Opening Remarks Kevin Morehead
Acting Director, Accounts Management
Jim Weaver
Director, Product Management
• Taxpayer Digital Communications Trish Evans & David Ellison
• Account Michael Lin, Karl Reed, &
Kevin Morehead
• Wrap up Kevin Morehead & Jim Weaver
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Design and Content
Search, improved content, the online account, taxpayer digital communications, and eAuthentication are the key elements of the digital future on IRS.gov
Search
Get tax
information
Get refund /
make payment
Manage
profile
Correspond/
interact
File/submit
forms
The Taxpayer
ITLAs
Forms and Publications
Where’s My Refund?
IRS Direct Pay
Secure eAuthentication
Secure Email
Document Exchange
911 Forms
Power of Attorney
Get Transcripts
Update Address
Taxpayer Online Accounts
Taxpayer Digital Communications
(TDC)
Man
agem
en
t B
ackb
on
e: P
latf
orm
s /
An
alyt
ics
The 2013 IRS Digital Vision
Taxpayers can interact directly
w / IRS or via 3rd Parties
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IRS Digital 2015
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Taxpayer Digital Communications (TDC)
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Communicating with the IRS digitally provides taxpayers with service channels already common elsewhere.
IRS Today IRS of the Future
• Phone
• Fax
• In-Person
Secure Messaging Video Meetings
Taxpayer Digital Communications
Traditional Communications
Click to Call
Text Chat Co-browsing
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TDC Funding and Supporting IT Initiatives
TDC Platform Procurement
Software-as-a-Service (SaaS) delivery model
Will be certified as NIST/IRS Cyber-Security, Privacy compliant
eAuth for Service Providers (Mini-Federation)
• Launch Dependency for Pilots
• Extends eAuth to externally hosted apps
• Work underway
NOTCON xPression Enhancements
• Digital delivery of CP521, other notices
• Pending Scheduling
3. Authorization Webservice
• Allows online applications to honor CAF
permissions
• Pending Scheduling
4. Document Upload
• Allows upload and submission of
documents outside of pre-defined
correspondence processes
• Pending Scheduling
Supporting IT Efforts
Staff RFP (Apr/May) Issue RFP (June) Responses (July) Evaluate (Jul/Aug) Award (Oct)
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TDC Capability and Pilot Recap
Correspondence Exam: Use secure messaging to replace paper and phone correspondence between the taxpayer and the tax examiner for Schedule A - Itemized Deductions exams.
Installment Agreement Monthly Reminder Notice: Migrate taxpayers from receiving monthly paper CP521 reminder notices to a webmail notice/reminder.
ACA Insurance Provider Fee (IPF) & Branded Prescription Drug (BPD) Correspondence: Accelerate correspondence with drug manufacturers and health insurance providers using secure digital correspondence.
TAS Levy & EITC: Reduce case time by using secure messaging for taxpayer correspondence and digital document transfer. Add efficiencies to TAS work with internal IRS for case resolution.
Secure Messaging Pilot: Use Case Summaries
Live Communications Key Features
Real-time online Text Chat Click-to-Call using IP voice communication Online Video Conferencing for scheduled meetings Co-browsing allows digital content sharing and session recording
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TDC Technology Schematic
Existing IRS Systems
Core TDC
Application
TDC
Taxpayer
Notifier
notification
eAuth
Secure Message Center
Text Chat
Voice/Video Chat
Data Warehouse
Call Center Systems
Doc Mgt Systems
Knowledge Systems
Notice Systems
Case Mgt Systems
TDC Landing Pages
Co-Browse
Employee Console
IRS.gov
FEDRamp Compliant Hosting Center
BODs
- W&I
- SB/SE
- TAS
- LB&I
- etc.
Analytics Routing Documents Content Notices Case data
IRS Employees
Integrated Data & Messages
IRS
Network
Internet
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TDC: A Gateway for End-To-End Digital Processes
Correspondence Exam via Secure
Messaging & Electronic Signature
Leading to Online Payment
Agreement
With Electronic Notices &
Direct Pay Option
1 2 3
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Account
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The Account Product vision, objectives, and key results focus on the individual taxpayer
• Increase satisfaction among all individual taxpayer groups (Ensuring taxpayer self-service needs are met efficiently and effectively online)
• Increase internal IRS efficiency (Shifting low value, high volume taxpayer service interactions online)
• Consolidate IRS service options to a centrally accessible location online (Position online self-service as the primary channel for all taxpayer interactions with the IRS)
Provide a modern,
online and mobile
product with increasingly
robust capabilities
available to Account
users providing tax
account status, payment
functionality, compliance
information, and on-
demand self-service.
Vision Objectives
Key Results
• Reduce IRS customer service costs
• Reduce call volumes
• Streamline more efficient cross-channel IRS customer care
• Integrated online and mobile IRS user experiences
• Higher online customer satisfaction
• Potential for improved taxpayer compliance and faster payments capture
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The Services and Enforcement Executive Steering Committee approved 4 features for the first release of Account
Balance Due Make a Payment
Payment History Tax Records
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Notional representation of Account screen presented to an individual taxpayer
after authenticating – wireframes for interaction design and requirements
elicitation purposes only – top and bottom views
Bottom view Top view
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Notional representation of Account – present the taxpayer with information
about his cumulative balance due, and view the years for which a balance exists
with the details about each year.
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Notional representation of Account – present the taxpayer with information
about his payment history for prior years…
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Notional representation of Account – present the taxpayer with information
about his tax records
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Wrap-up
Thank you for the opportunity to be here – please share your thoughts with us.