TAXPAYER DIGITAL COMMUNICATIONS PROGRAM

2021
SERVICE TO THE CITIZEN AWARD WINNERS

chiu_bio_photo.jpg
D Lunsford STTC 2.jpeg
Kira Prin headshot.jpg

ANDREW CHIU

DAVID J.
LUNSFORD

KIRA PRIN

Director, Product Management & UX,
Internal Revenue Service

Product Manager/Development Internal Revenue Service

Product Development Specialist,
Internal Revenue Service

Lori Roberts Bio Picture.jpg

LORI ROBERTS

Director, Technology Solutions

IRS Small Business/Self-Employed Business Operating Division,
Internal Revenue Service

Michelle Pend.jpg

MICHELLE L. PENDZICK

IRS Identity Assurance e-Signature Program Lead,
Internal Revenue Service

Deborah Gregory.JPG

DEBORAH GREGORY

Senior Operations Advisor, Case and Operations Support, Independent Office of Appeals,
Internal Revenue Service

Carolyn Morton Bio Pic .jpg

CAROLYN MORTON

Director, Technology and Program Solutions,
Internal Revenue Service

John Barker.JPG

JOHN D. BARKER

LB&I Technology and Program Solutions - Technical Advisor,
Internal Revenue Service

Srinivasa Ponakala.jpg

SRINIVASA R. PONAKALA

Senior Manager,
Internal Revenue Service

Linh Ma Vu.jpg

LINH MA-VU

LB&I Management & Program Analyst, 
Internal Revenue Service

Keith Floyd.jpg

KEITH T. FLOYD

Management & Program Analyst, 
Internal Revenue Service

Heather Christensen.jpg

HEATHER CHRISTENSEN

Product Manager,
Internal Revenue Service

kelly gravely.jpg

KELLY D. GRAVELY

Program Manager, Technology Solutions

IRS Small Business/Self-Employed Business Operating Division,
Internal Revenue Service

Antoine Brown S2C.jpg

ANTOINE D. BROWN

Program Manager,
Internal Revenue Service

Mike Headshot.jpg

MICHAEL LANDSMANN

Project Manager SBSE Exam,
Internal Revenue Service

NOT PICTURED:

SARVESH SHAH

Product Development Specialist

KIRK CRAWFORD
Product Development Specialist

MATTHEW LEIBNER
Product Development Specialist

JOSHUA JESSAR
Supervisory Program Analyst (acting)

ALCORA WALDEN
Technical Project Manager

JENNIFER AMARANTE
Supervisory Program Analyst

NANETTE DOWNING
Director, Identity Assurance

PAUL WIGHT
Supervisory Mgmt. & Program Analyst

COURTNEY RASEY
Technical Project Manager

ADRIENNE SMITH
Management And Program Anly

CODY THIERRY

Management And Program Anly

ALI CINDEE V
Project Manager

ROBIN KIDWELL
Director, Technology Solutions

JULIE MCCOLLUM
Management And Program Analyst

ANNEMARIE D'AMATO
Tax Analyst

MARIE SHADDY
Senior Tax Analyst

MARTIN SWANSON
Supervisory Tax Analyst

During the COVID-19 pandemic in 2020, while supporting the operations and maintenance of existing TDC installations, the taxpayer Digital Communications (TDC)  program team delivered four new installations, including Secure Messaging for specific needs within several divisions including Large Business; International, Appeals, and Small Business/Self-Employed (SB/SE). The TDC team expanded support for SB/SE Correspondence Exam and doubled the capacity of chat operations, in addition to adding the ability for authenticated taxpayers to send and receive attachments via chat. They implemented appropriate authentication protocols for users, including multi-factor authentication for business representatives.

 

In 2020 alone, 361 assisters serviced 431,296 chats – a 258% increase compared to the previous year. 74% of connected chats were successfully resolved, with customers rating their overall experience 4.1 out of 5 stars. 698 IRS employees were provisioned with Secure Messaging accounts, enabling IRS to receive 37,542 inbound messages and deliver 41,690 secure messages to taxpayers. There were 81,352 secure inbox sessions, which denotes the number of visits by external users (taxpayers, representatives, and corporations) who accessed their secure messaging inbox. These sessions represent a 68.8% increase from the previous year.

 

The success of the TDC program has provided IRS and taxpayers with more digital options as a reflection of IRS’ commitment to transformational digital experiences. The members of the TDC team went above and beyond, with limited resources, to deliver innovative technology to transform government services at a critical time when the public had a greater need for digital communications than ever before.Overall, this data demonstrates IRS agility in overcoming challenges and progressing toward improved methods for communications between IRS and taxpayers.