Enhancing the Taxpayer Experience with Tech Innovation

Amid a widespread push to enhance the customer experience in government, agencies are improving several facets in technology strategies to get there. At the IRS, the customer experience encompasses both the internal workforce and taxpayers. Leaders are taking a closer look at the business process, automation, recruiting and retention, and data analytics to continuously modernize technology and improve digital services.

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Karen Howard Director, Office of Online Services, IRS
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Elizabeth McCarthy Senior Director, Maximus
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VA CIO Targets Modern IT and Smarter Workforce Alignment
Agency leaders told lawmakers they are focused on trimming legacy systems and restructuring its workforce to streamline operations.
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Pentagon's $200M AI Contracts Signal Broader Effort to Transform Talent
The Army is leveraging Silicon Valley, reservist programs and new hiring strategies to integrate critical digital skills in its ranks.
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AI Foundations Driving Government Efficiency
Federal agencies are modernizing systems, managing risk and building trust to scale responsible AI and drive government efficiency.
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Inside DOD’s Push to Grow the Cyber Workforce Through Academia
Diba Hadi gives her first interview since becoming principal director of the DOD’s Cyber Academic Engagement Office.
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Generative AI Demands Federal Workforce Readiness, Officials Say
NASA and DOI outline new generative AI use cases and stress that successful AI adoption depends on strong change management.
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The Next AI Wave Requires Stronger Cyber Defenses, Data Management
IT officials warn of new vulnerabilities posed by AI as agencies continue to leverage the tech to boost operational efficiency.
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Federal CIOs Push for ROI-Focused Modernization to Advance Mission Goals
CIOs focus on return on investment, data governance and application modernization to drive mission outcomes as agencies adopt new tech tools.
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Fed Efficiency Drive Includes Code-Sharing Law, Metahumans
By reusing existing code instead of rewriting it, agencies could dramatically cut costs under the soon-to-be-enacted SHARE IT Act.
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Agencies Push Data-Driven Acquisition Reforms to Boost Efficiency
New initiatives aim to increase visibility of agency spending, improve data quality and create avenues to deploy solutions across government.
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Data Transparency Essential to Government Reform, Rep. Sessions Says
Co-Chair of the Congressional DOGE Caucus Rep. Pete Sessions calls for data sharing and partnerships to reduce waste and improve efficiency.
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DOD Turns to Skills-Based Hiring to Build Next-Gen Cyber Workforce
Mark Gorak discusses DOD’s efforts to build a diverse cyber workforce, including skills-based hiring and partnerships with over 480 schools.
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Trump Executive Order Boosts HBCUs Role in Building Federal Tech Workforce
The executive order empowers HBCUs to develop tech talent pipelines and expand access to federal workforce opportunities.
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