Maximus Federal’s Larry Reagan: Pragmatic Modernization, Omnichannel CX, Trust Key to Implementing Taxpayer First Act

Larry Reagan, a vice president at Maximus’ federal arm, said the Taxpayer First Act was enacted to help the Internal Revenue Service improve the taxpayer experience through technology modernization, development of a customer service strategy and improved cybersecurity.

He wrote in a commentary published Thursday on Federal News Network that there are a number of factors the IRS should consider as it implements the TFA and the first is taking a “pragmatic approach to modernization.”

“That’s because the transition from massive legacy systems to new, more streamlined ones is not as simple as switching the old off and turning on the new. There are often connections that must remain between the legacy systems and the new ones for a time period before the transition can be declared a success,” Reagan explained.

Another factor the IRS should consider is identifying ways to provide an omnichannel customer experience.

Reagan noted that integrating calls, chats, emails, social comments and online self-service options into “one uninterrupted conversation is vital in giving the taxpayer (or tax practitioner) the most convenient and connected experience over every touchpoint.”

Trust is also key to an optimized experience and Reagan said taxpayers must trust that the IRS implements cybersecurity and identity protection measures across all channels.

“For the TFA to reach its intended goals, all of these interconnected pieces — pragmatic modernization, omnichannel CX, and optimized trust — must work in concert to ensure that the taxpayer experience sees the greatest possible improvement,” Reagan concluded.