In this episode of The CX Tipping Point Podcast, Martha Dorris talks with Ken Corbin, the Commissioner of the Wage and Investment Division at the Internal Revenue Service (IRS) and the first Chief Taxpayer Experience Officer. Ken’s long history at the IRS gave him a unique perspective on the customers of the IRS and how to improve the experience they have.
Over the past two years, the IRS has been instrumental in stabilizing the economy. The pandemic brought a halt to the IRS’ operations when they had to close processing centers in the middle of filing season. They migrated the customer service reps to working remotely. They issued three rounds of economic impact payments of over $800 billion, which converted their tax system to a benefit system. Ken discussed the process for modernizing the mailroom, getting returns processed, getting the backlog of returns that we're under review cleared out and then clearing up the amended returns.
Ken Corbin was asked by the Commissioner in January 2021, to take on the role as the Chief Taxpayer Experience Officer which he was proud to take. This position resulted from the Taxpayer Experience Act (TFA), which was enacted on July 1st, 2019 to reimagine and enhance the way the IRS serves taxpayers, continues to enforce the tax laws in a fair and impartial manner, and trains IRS employees to deliver a world-class customer experience. The IRS’ Taxpayer First Act Report to Congress includes 100 capabilities to be delivered over 10 years.
As the Chief Taxpayer Experience Officer, Ken understands the need to create a good experience for everyone. The IRS has a diverse group of customers, ranging from individuals to small, mid and large businesses, to Congress, to tax preparers and more. He believes it’s about choice and access. In this episode you will hear how the IRS is implementing “choice” and “access” in delivering services as well as their 2022 which include expanding digital services; creating a seamless taxpayer experience; and increasing proactive outreach and education to underserved communities to increase their experience regardless of the channel they come to the IRS. With data as the IRS’ biggest asset, leveraging that data and collaborating with other agencies on services that cross multiple agencies will be important. Ken Corbin was recognized for these efforts as a 2021 Service to the Citizen Award winner.
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