Taxpayer expectations have changed dramatically over the past two decades. People increasingly expect the same convenience, speed, and security from government services that they experience in banking, healthcare, and other digital experiences.

Taxpayers now interact with the IRS across online, phone, and in person channels. Trusted digital identity can provide a secure foundation across those interactions, helping the agency expand convenient access to services while protecting sensitive personal and financial information.

Our latest infographic explores the lessons learned from IRS Online Services modernization, including why trusted digital identity became essential to expanding secure taxpayer services and how those lessons can help inform the next chapter of Taxpayer Assistance Center (TAC) modernization.

Explore the infographic below to see how trusted identity, connected service channels, and a taxpayer-first approach can help shape the future of taxpayer services.

As agencies continue modernizing customer-facing services, taxpayers should be able to move seamlessly between online, phone, and in-person interactions without sacrificing security or starting over. Trusted identity provides the continuity that helps make that connected experience possible.

Modernizing taxpayer services requires more than new technology. Contact Makpar to learn how we help federal agencies build secure, scalable digital services that put the customer experience first.