IRS Online Services Update IRS Online Services Update Jim Weaver Director, Product Management IRS Online Services 2013
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IRS Online Services Update IRS Online Services Update
Jim WeaverDirector, Product ManagementIRS Online Services
2013
•• Online ServicesOnline Services’’ VisionVision•• Current InitiativesCurrent Initiatives•• Payments Channel ProductsPayments Channel Products
–– Pay by CardsPay by Cards–– Online Payment AgreementOnline Payment Agreement–– Direct PayDirect Pay–– Get Transcript / Online Account Get Transcript / Online Account
•• Marketing Ideas and Follow UpMarketing Ideas and Follow Up
Outline2013
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3
Multi year aspiration: become a digital agency
Taxpayers will…
Easily search for actionable information on basic tax questions through IRS.gov
Make payments andpayment-related decisions online
Access account-related information (e.g., view transcript, track amended returns) through online self-service tools
Access online IRS functionality through mobile devices Leverage an increasing
number of robust and helpful third-party tools
Manage formselectronically for a paperless tax process
Correspond with the IRS digitally(e.g., secure messaging, live chat)
2013
Example service transactions
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Many opportunities exist for digital service across taxpayer touchpoints
2013
Online Services Initiatives
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Taxpayer touch points and selected apps
SecureCommunications
1-2 Way Comm. / Live Chat
Online Payment Agreement
Search & ContentVirtual Service Delivery Online
Get Transcripts View & Print
Account1
Where’s My Amended Return
Tracker3
Offer-in- Compromise
Where’s My Refund Tracker3
4. Get refund/ make payment
3. File/submit forms
2. Access account
5. Correspond/ interact
1. Get tax information
1Expands into broader ability for taxpayers to view their accounts2Pending further analysis and stakeholder alignment3Launched products that will be updated in 2014 and re-platformed in 2015
Online eAuthentication Capability (guest/persistent login, OOW, etc.)
IRS2Go & Mobile (where appropriate)
Return Preparer Lookup
FATCA Lookup
VITA Locator
Launched, In-marketUpcoming FY2014
Authentication (Stop ID theft &
fraud at front door)
eAuthentication Out of Wallet
ACH Debit / Pay Cards
New IRS.gov
2013
Example service transactions
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A deeper dive into the Payments Channel
2013
77%,66.8M
23%, 20.4M
Individual payments are still largely made with paper checks
• Treasury set a goal of 80% electronic payments for all government agencies
• Individual payments to the IRS were only 23% electronic in 2012
• Industry benchmarks for commercial bill payments are >70% electronic1
1. “2011 Billing Household Survey,” Fiserv Research Paper, page 1.
Paper vs. Check Payments
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1040 ES
Notices 1040
4868
Payments from Individual Taxpayers, CY 2012
2013
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Payments channel on IRS.gov now makes options more clear
2013
8
2013
•• Taxpayers can make card Taxpayers can make card payments through IRS payments through IRS service providers or through service providers or through ee--filing softwarefiling software
•• Fee charged by service Fee charged by service providers:providers:
-- Flat fee for most debit Flat fee for most debit cardscards
-- Percentage fee for credit Percentage fee for credit cardscards
•• Other options like Other options like BillMeLaterBillMeLateralso availablealso available
•• More opportunity for growthMore opportunity for growth
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Pay by Cards: Improvements made to user experience
•• Enables individual taxpayers and some business users to set up Enables individual taxpayers and some business users to set up installment agreements online via direct debit, payroll deductioinstallment agreements online via direct debit, payroll deduction, or n, or paper billingpaper billing
•• Updated version will streamline the user experience including:Updated version will streamline the user experience including:–– Reduced required informationReduced required information–– Reduced number of pages per agreement Reduced number of pages per agreement –– Clearer navigation including progress tracker Clearer navigation including progress tracker –– Improved page presentationImproved page presentation
•• Launching in time for balance due notices from 2013 filing yearLaunching in time for balance due notices from 2013 filing year–– Currently finalizing requirements and look and feelCurrently finalizing requirements and look and feel–– Entering development phaseEntering development phase
Online Payment Agreement (OPA)2013
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2013
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Online Payment Agreement (OPA)
2013
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Online Payment Agreement (OPA)
2013
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Online Payment Agreement (OPA)
2013
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Online Payment Agreement (OPA)
2013
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Online Payment Agreement (OPA)
Direct Pay
•• A new IRS application that will offer an easy, free way for indiA new IRS application that will offer an easy, free way for individuals to viduals to make payments online via an ACH Debit transaction; a one sessionmake payments online via an ACH Debit transaction; a one session transaction not currently available in EFTPStransaction not currently available in EFTPS
•• Phase 1Phase 1 –– Soft launch via CP521 noticesSoft launch via CP521 notices Q4 2013Q4 2013
•• Phase 2Phase 2 –– Additional Functionality and Full RolloutAdditional Functionality and Full Rollout Q1 2014Q1 2014�� Scheduling up to 30 days in advanceScheduling up to 30 days in advance�� Payment LookupPayment Lookup�� Email confirmationsEmail confirmations
•• Phase 3Phase 3 –– Registered Path Registered Path Q4 2014Q4 2014�� Create username and passwordCreate username and password�� Ability to save bank informationAbility to save bank information
2013
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Direct Pay
•• Application will be IRSApplication will be IRS--brandedbranded
•• Will accept most types Will accept most types of individual paymentsof individual payments
-- 10401040-- 10401040--ESES-- 48684868-- NoticesNotices
•• Taxpayers will be able Taxpayers will be able to verify their identity to verify their identity and submit a payment and submit a payment in a single sessionin a single session
2013
•• Online Services is developing an Online Account feature in a Online Services is developing an Online Account feature in a phased approachphased approach
•• Phase 1Phase 1 –– Get TranscriptGet Transcript–– Delivers a PDF version of 5 transcript product directly to taxpaDelivers a PDF version of 5 transcript product directly to taxpayersyers–– The mailing functionality of Order a Transcript will remainThe mailing functionality of Order a Transcript will remain
•• Phase 2Phase 2 –– Get Transcript with Online View Get Transcript with Online View -- NotionalNotional–– Addition of an online view of transcript products with contextuaAddition of an online view of transcript products with contextual helpl help
•• Phase 3Phase 3 –– Online Account Online Account -- NotionalNotional–– Displays key data points from transcripts to assist taxpayers wiDisplays key data points from transcripts to assist taxpayers with basic th basic
account questionsaccount questions–– Single signSingle sign--on to move between applications under eAuthenticationon to move between applications under eAuthentication–– Allow taxpayers to manage basic account featuresAllow taxpayers to manage basic account features
Online Account2013
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Online Account Phase 1
2013
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Online Account Phase 2 - Notional
2013
• One notional rendering forthe online view of transcripts
• Mouse-over contextual help for transcript fields
• Text placed to the left of body so that it does not obscure any content
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Online Account Phase 3 - Notional
2013
•• Provides access to all Provides access to all online services with a online services with a single signsingle sign--onon
•• Start page can be a Start page can be a personalized My IRS.govpersonalized My IRS.gov or generic landing pageor generic landing page
•• While this page will have While this page will have additional content, a additional content, a simple sign in simple sign in persistentpersistentacross IRS.govacross IRS.gov will allow will allow easy accesseasy access
Single signSingle sign--on capabilityon capability
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Opportunities exist to better market payment optionsOpportunities exist to better market payment options–– Promote ePayments over paper optionsPromote ePayments over paper options–– Add links to IRS.gov payments channel page on the Add links to IRS.gov payments channel page on the
voucher printoutvoucher printout–– Include in PartnersInclude in Partners’’ educational materialseducational materials
Work together with Industry PartnersWork together with Industry Partners to better to better understand taxpayersunderstand taxpayers’’ behavior and expectationsbehavior and expectations–– Sharing data and insightsSharing data and insights–– Evaluating new product ideas such as online account Evaluating new product ideas such as online account
featuresfeatures
Future Considerations for Services to Taxpayers
2013
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