IRS Online Services Update. Jim Weaver Director, Product Management IRS Online Services

Transcription

1 IRS Online Services Update Jim Weaver Director, Product Management IRS Online Services

2 Outline Online Services Vision Current Initiatives Payments Channel Products Pay by Cards Online Payment Agreement Direct Pay Get Transcript / Online Account Marketing Ideas and Follow Up 2

3 Multi year aspiration: become a digital agency Taxpayers will Correspond with the IRS digitally (e.g., secure messaging, live chat) Make payments and payment-related decisions online Easily search for actionable information on basic tax questions through IRS.gov Access online IRS functionality through mobile devices Access account-related information (e.g., view transcript, track amended returns) through online self-service tools Manage forms electronically for a paperless tax process Leverage an increasing number of robust and helpful third-party tools 3

4 Many opportunities exist for digital service across taxpayer touchpoints Example service transactions 4

5 Online Services Initiatives Taxpayer touch points and selected apps Launched, In-market Upcoming FY Get tax information 2. Access account 3. File/submit forms 4. Get refund/ make payment 5. Correspond/ interact New IRS.gov eauthentication Out of Wallet Authentication (Stop ID theft & fraud at front door) Offer-in- Compromise Secure Communications 1-2 Way Comm. / Live Chat Search & Content Get Transcripts View & Print Account 1 Where s My Refund Tracker 3 Virtual Service Delivery Online VITA Locator Where s My Amended Return Tracker 3 Return Preparer Lookup Online Payment Agreement FATCA Lookup ACH Debit / Pay Cards IRS2Go & Mobile (where appropriate) Online eauthentication Capability (guest/persistent login, OOW, etc.) 1 Expands into broader ability for taxpayers to view their accounts 2 Pending further analysis and stakeholder alignment 3 Launched products that will be updated in 2014 and re-platformed in

6 A deeper dive into the Payments Channel Example service transactions 6

7 Individual payments are still largely made with paper checks Treasury set a goal of 80% electronic payments for all government agencies Individual payments to the IRS were only 23% electronic in 2012 Industry benchmarks for commercial bill payments are >70% electronic 1 Payments from Individual Taxpayers, CY 2012 Paper vs. Check Payments %, 20.4M Notices %, 66.8M 1040 ES Billing Household Survey, Fiserv Research Paper, page 1. 7

8 Payments channel on IRS.gov now makes options more clear 8 8

9 Pay by Cards: Improvements made to user experience Taxpayers can make card payments through IRS service providers or through e-filing software Fee charged by service providers: - Flat fee for most debit cards - Percentage fee for credit cards Other options like BillMeLater also available More opportunity for growth 9

10 Online Payment Agreement (OPA) Enables individual taxpayers and some business users to set up installment agreements online via direct debit, payroll deduction, or paper billing Updated version will streamline the user experience including: Reduced required information Reduced number of pages per agreement Clearer navigation including progress tracker Improved page presentation Launching in time for balance due notices from 2013 filing year Currently finalizing requirements and look and feel Entering development phase 10

11 Online Payment Agreement (OPA) 11

16 Direct Pay A new IRS application that will offer an easy, free way for individuals to make payments online via an ACH Debit transaction; a one session transaction not currently available in EFTPS Phase 1 Soft launch via CP521 notices Q Phase 2 Additional Functionality and Full Rollout Q Scheduling up to 30 days in advance Payment Lookup confirmations Phase 3 Registered Path Q Create username and password Ability to save bank information 16

17 Direct Pay Application will be IRS- branded Will accept most types of individual payments ES Notices Taxpayers will be able to verify their identity and submit a payment in a single session

18 Online Account Online Services is developing an Online Account feature in a phased approach Phase 1 Get Transcript Delivers a PDF version of 5 transcript product directly to taxpayers The mailing functionality of Order a Transcript will remain Phase 2 Get Transcript with Online View - Notional Addition of an online view of transcript products with contextual l help Phase 3 Online Account - Notional Displays key data points from transcripts to assist taxpayers with basic account questions Single sign-on to move between applications under eauthentication Allow taxpayers to manage basic account features 18

19 Online Account Phase 1 19

20 Online Account Phase 2 - Notional One notional rendering for the online view of transcripts Mouse-over contextual help for transcript fields Text placed to the left of body so that it does not obscure any content 20

21 Online Account Phase 3 - Notional Single sign-on capability Provides access to all online services with a single sign-on Start page can be a personalized My IRS.gov or generic landing page While this page will have additional content, a simple sign in persistent across IRS.gov will allow easy access 21

22 Future Considerations for Services to Taxpayers Opportunities exist to better market payment options Promote epayments over paper options Add links to IRS.gov payments channel page on the voucher printout Include in Partners educational materials Work together with Industry Partners to better understand taxpayers behavior and expectations Sharing data and insights Evaluating new product ideas such as online account features 22