IRS SECURE ACCESS TEAM

2019

SERVICE TO THE CITIZEN AWARD WINNERS

The Internal Revenue Service (IRS) Secure Access Authentication Team created a secure access capability for the “Get Transcript Online” service which taxpayers request for income verification purposes.  The team included officials from the IRS Wage & Investment, Information Technology, the Identity Assurance office, and Online Services. The IRS Secure Access Authentication platform serves as the identity gateway for individuals accessing many IRS online services.  With a focus on using data, analytics, and collaborative approaches, they helped millions of taxpayers. Since 2016 when the “Get Transcript Online,” was implemented, more than 7 million taxpayers have used the service to safely and securely transaction with the IRS Online.

The IRS Secure Access Authentication Team demonstrated dedication and focus to improving customer access and improving the taxpayer experience.  They created the platform despite the resource challenges using an agile, collaborative approach by working across organizational lines to review transactional data, benchmarking against other solutions, conducting usability testing and actively engaging with stakeholders to improve the IRS Secure Access.

As a result of the collaboration and focus, the Secure Access team has enabled over 7 million successful registrations since launch while decreasing session-level error rates by 41%; introduced both app-based and voice-based One-Time Password options; and improved verification rates with the addition of Student Loan to Financial/Account Verification options, which gave a critical customer demographic the ability to use the service for the first time. The team also identified and implemented usability improvements to the taxpayer experience, including user flow, profile updates and user guidance. These improvements have enabled nearly three million taxpayers to use their IRS Online Account, eliminating the need to call or make an appointment at an IRS Taxpayer Assistance Center.  IRS Secure Access is also allowing the IRS to digitize fundamental tax administration functions like auditing and examining taxpayer returns; since launching a series of Taxpayer Digital Communication initiatives, more than 2,000 active users across a variety of sectors, ranging from small business taxpayers to tax exempt bond holders, have engaged electronically with the IRS.

JOY BELL

SECURE ACCESS TEAM

INTERNAL REVENUE SERVICES (IRS)

DEPARTMENT OF TREASURY

 

MATTHEW LEIBNER

ONLINE SERVICES, PRODUCT MANAGEMENT

INTERNAL REVENUE SERVICES (IRS)

DEPARTMENT OF TREASURY

MIHIR PATEL

SECURE ACCESS TEAM

INTERNAL REVENUE SERVICES (IRS)

DEPARTMENT OF TREASURY

For Questions /  Contact us at STTC@dorrisconsulting.com

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