Key Takeaways

• Modernizing taxpayer services begins with understanding the taxpayer experience, not simply deploying new technology.
• Trusted digital identity made it possible for the IRS to expand secure online services while protecting sensitive taxpayer information.
• Makpar helped build the trusted identity infrastructure that enabled the IRS to securely serve tens of millions of taxpayers through modern online services.
• Online services and in-person assistance should complement one another, creating a seamless experience regardless of how taxpayers choose to interact with the IRS.
• The lessons learned from IRS Online Services modernization can help shape the next generation of taxpayer service modernization.

Over the course of my nearly four decades at the IRS, I watched taxpayer expectations change dramatically. People increasingly expected the same convenience and quick response from government that they experienced everywhere else. Whether applying for a mortgage, requesting a tax transcript, or checking their account, they wanted to complete tasks online, on their own schedule, without relying on paper forms or long waits on the phone.

Meeting those expectations wasn’t simply a technology project. It required the IRS to rethink how taxpayers interacted with the agency and how digital services could better support that experience.

The Need for a Digital Front Door

One of the earliest examples of changing taxpayer expectations involved tax transcripts.

As more Americans applied for student loans, mortgages, and other financial services, they needed fast access to their tax information.

At the time, obtaining a transcript often meant mailing a request or calling the IRS and waiting for it to be processed. That approach simply wasn’t sustainable as demand continued to grow.

The IRS recognized that taxpayers expected a different experience. They wanted secure online access to their information, on their schedule, without unnecessary delays.

That realization helped shape the modernization of IRS Online Services. The objective wasn’t simply to digitize existing processes. It was to rethink how taxpayers interacted with the IRS and make those interactions easier, faster, and more secure for both taxpayers and employees.

Trusted Identity Made It Possible

As the IRS expanded its online services, one thing became clear. Every new digital capability depended on trust.

Taxpayers needed confidence that their personal information was protected, and the IRS needed confidence that the person requesting access was who they claimed to be. Without that foundation, it would have been difficult to securely expand online services.

I’ve often compared digital identity to the concrete foundation beneath a house. You don’t see it once the house is built, but everything depends on it. The online account is what taxpayers interact with every day. Trusted identity is what makes that experience secure.

For most taxpayers, identity works best when they never have to think about it. They simply expect to sign in securely, access the information they need, and move on with their day. That’s exactly how it should work.

Building the Foundation for Modern Online Services

Meeting rising taxpayer expectations required more than launching new online services. The IRS needed a trusted identity foundation capable of securely supporting tens of millions of taxpayers while protecting some of the federal government’s most sensitive information.

Working alongside the IRS, Makpar helped modernize the agency’s Enterprise Authentication and Authorization (EA3) capabilities, creating the trusted identity foundation that enabled the IRS to securely expand its online services. By strengthening how users were verified and how access was managed, EA3 helped the agency deliver a more secure, reliable, and scalable digital experience for taxpayers.

The impact extended well beyond identity itself. Trusted identity gave the IRS the confidence to continue expanding digital services while strengthening security, reducing fraud risk, and improving the overall taxpayer experience.

Today, that same foundation continues to support secure online interactions and remains an important part of the agency’s broader modernization journey.

Putting the Taxpayer First

One of the biggest lessons I learned throughout my career at the IRS was that successful modernization starts by understanding the people you’re serving.

As we designed new online services, we constantly challenged ourselves to put ourselves in the taxpayer’s seat. We looked at every interaction from their perspective. What were they trying to accomplish? Where were they getting stuck? How could we make the experience simpler while still protecting sensitive information?

That mindset shaped far more than technology decisions. It influenced how services were designed, how security was implemented, and how the IRS balanced convenience with the responsibility of protecting taxpayer data.

Modernization was never about putting existing paper processes on a website. It was about creating a better experience that taxpayers could trust. When agencies keep the customer at the center of modernization, technology becomes an enabler rather than the objective.

The Next Chapter of Modernization

The IRS continues to evolve how it serves taxpayers, and that work is far from finished. Online services have transformed how millions of people interact with the agency, but they are only one part of the overall experience.

Today, the IRS is focused on modernizing its Taxpayer Assistance Centers (TACs), and many of the same lessons from Online Services still apply. Taxpayers expect secure, convenient, and connected experiences whether they interact with the IRS online, over the phone, or in person.

To me, TAC modernization is one of the next logical step in that journey. Modern taxpayer service isn’t about choosing one channel over another. It’s about creating a seamless experience where digital and in-person services work together, supported by trusted identity and a shared focus on the taxpayer.

As the IRS continues modernizing, trusted identity will remain the foundation that enables secure access, protects sensitive information, and supports the next generation of taxpayer services.

Looking back, one lesson stands out above all others. Modernization isn’t measured by the technology that’s deployed. It’s measured by reaching the intended goal for govt to improve the taxpayer experience.

Modernizing taxpayer services requires more than new technology. It requires trusted identity, thoughtful design, and a deep understanding of the customer experience. Contact Makpar to learn how we help federal agencies modernize digital services that are secure, scalable, and mission focused.