Enhancing the Taxpayer Experience with Tech Innovation | GovCIO Media & Research
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Enhancing the Taxpayer Experience with Tech Innovation

Amid a widespread push to enhance the customer experience in government, agencies are improving several facets in technology strategies to get there. At the IRS, the customer experience encompasses both the internal workforce and taxpayers. Leaders are taking a closer look at the business process, automation, recruiting and retention, and data analytics to continuously modernize technology and improve digital services.


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Karen S. Howard is the Director of the Office of Online Services for the IRS (Internal Revenue Services).

Ms. Howard joined the IRS in August of 2020 with over 35 years of private sector retail, manufacturing and financial services consumer direct operations and marketing leadership experience.

In her public service role with the IRS, she and her team are charged with translating the taxpayer community’s voice and behavior, and internal stakeholder requirements, into an empowered user experience that enables easy access to tax-related information and simplified ways to fulfill tax obligations with digital tools and services.

Karen has a Bachelor of Science degree from Western Carolina University and several industry certifications in various project management methodologies and master data management.

Director, Office of Online Services, IRS
Elizabeth McCarthy
Elizabeth McCarthy
Senior Director, Maximus



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