In the latest Fed Mission Success Podcast, Keith Johnson, vice president of customer success at Makpar, discusses how taxpayer expectations have evolved, the IRS’s modernization of Online Services and the role of trusted digital identity in delivering secure, accessible government services.

Drawing on nearly four decades of experience at the IRS, Keith shares how the agency has worked to make taxpayer interactions faster, easier and more convenient. He also discusses Makpar’s role in modernizing the IRS’s enterprise authentication and authorization capabilities, which support secure digital services for tens of millions of taxpayers.

With the IRS now focusing on modernizing its Taxpayer Assistance Centers (TACs), Keith offers insights into how agencies can connect online, telephone and in-person services while keeping the taxpayer experience at the center of modernization.

Following are key highlights from the interview with Keith:

• How taxpayer expectations have evolved and what drove the IRS to modernize its Online Services. (0:30)
• Why putting yourself in the taxpayer’s seat is essential to improving accessibility, convenience and service delivery. (1:45)
• How trusted digital identity and Makpar’s work on the IRS EA3 program helped establish a secure foundation for expanding Online Services. (3:05)
• What lessons from Online Services modernization can help guide improvements to IRS Taxpayer Assistance Centers. (5:30)
• What successful TAC modernization looks like from the taxpayer’s perspective and advice for other federal agencies. (7:43)

As Keith emphasizes throughout the discussion, successful modernization is ultimately measured by the experience of the people using government services. Trusted digital identity, connected service channels and a continued focus on taxpayer needs can help agencies deliver more accessible, secure and efficient services.

We would like to thank Keith for joining us and sharing his insights!

Looking to modernize your agency’s digital services and strengthen trusted identity?Contact Makpar to learn how our ICAM, cybersecurity and federal IT modernization expertise can help your agency improve service delivery and achieve mission success.