The Internal Revenue Service (IRS) received about $80 billion in additional funding from the Inflation Reduction Act (IRA) to make sweeping improvements—including how taxpayers interact with the agency. The IRS's Office of Online Services (OLS) has a big role to play in transforming the taxpayer experience as people increasingly opt to file digitally. On this episode of Fors Marsh Media's Empathy Affect, OLS Director Karen Howard and User Experience Services Director April Harding share how the IRS is using funding and strategy derived from the IRA to increase accessibility and transparency across its taxpayer services.
Karen Howard is the director of the IRS's OLS. She joined the IRS in 2020 after holding positions with companies like LPL Financial and the Renfro Corporation.
April Harding is the director of user experience services within OLS. She joined the IRS in 2023 after serving as a digital consultant, co-founder of Wellspring ID, and digital director at Stratacomm.
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