How to Leverage Digitalization to Improve the User Experience | GovernmentCIO Media & Research
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How to Leverage Digitalization to Improve the User Experience

Digitalization is rising as a promising avenue to accelerate business processes, automate data intake, improve analysis and overall help end users streamline their work. IRS Enterprise Digitalization & Case Management Senior Advisor Mitch Winans and NetDocuments Vice President of Product Jill Schornack share how digitalization efforts they’re taking are making a difference for their customer communities.

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Mitch Winans is Senior Advisor in the Internal Revenue Service (IRS) Enterprise Digitalization and Case Management Office.  In this role, he is responsible for building a new organization and leading modernization initiatives designed to enhance the taxpayer experience and IRS employee experience through innovative process improvements, agile technology solutions, and simplified digital environments.  Prior to this role, Mitch was Head of Customer Experience and Strategic Planning in the IRS Office of the Chief Procurement Officer and was responsible for enhancing the procurement experience for internal and external stakeholders, managing strategic planning for an organization with over 350 employees and a $2.6B annual procurement portfolio, and advising leadership on organizational development, technology and process improvements, and customer and employee engagement.  Before coming to the IRS, he was an Industry Liaison at the First Responder Network Authority (FirstNet) under the Department of Commerce and helped the newly formed agency establish its procurement organization and small business program.  Prior to joining FirstNet, Mitch served in various roles at the Department of Homeland Security (DHS).  As the Strategic Communications Liaison in the DHS Office of the Chief Procurement Officer, he counseled leadership on effective communications strategies and managed the spread of procurement information to industry, Congress, the media, the DHS acquisition workforce, and other DHS components.  Mitch was also a Contract Specialist for multiple agencies at DHS and supported a wide range of emergency management, law enforcement, and research and development programs for the Federal Emergency Management Agency, Customs and Border Protection, and the DHS Science and Technology Directorate.  Before joining DHS, he worked at the U.S. Chamber of Commerce Office of Congressional and Public Affairs.  Mitch received an MBA from the Johns Hopkins Carey Business School and a BA from the University of California, Irvine.

Senior Advisor, Enterprise Digitalization, IRS

Melissa Harris is a staff writer and researcher for GovernmentCIO Media & Research, where she covers federal health and defense IT and co-hosts HealthCast.

Prior to joining the team in October 2019, Melissa worked as a technology reporter for MeriTalk, where she covered IT acquisition, Congressional hearings, and federal technology reports and events. She was also a local news reporter for the New Jersey Hills Media Group, the Editor-in-Chief at The Oberlin Review, and an intern reporter at Homeland Security Today.  

Melissa earned her Bachelor of Arts in history and English at Oberlin College.

Staff Writer/Researcher, GovernmentCIO Media & Research

Jill Schornack is the Vice President of Product at NetDocuments and is instrumental in defining the vision for our portfolio of products, creating product development roadmaps, managing the launch of new solutions, and exploring opportunities to further align, integrate, and grow the portfolio. Jill spent 17 years with Thomson Reuters, where she guided law firms and corporate legal departments through many evolutions of technology.

Vice President of Product, NetDocuments