The Front Office Operations delivers business administrative services in support of the Director of Online Services and the Business Divisions with efficient and consistent operations and management of resources. This team of professionals seamlessly connects to the Business Division through expertise in IRS administrative and support business process that have been retooled and molded to serve the unique demands of the IRS’ sole producer of taxpayer digital service design and product deliverables

Vision: Lead with Knowledge. Be Proactive. Deliver Exceptional Results.

Mission: Empower the Team. Enable Goals. Drive Success.

Goal: The Front Office Team provides oversight and support for OLS activities such as audit management and controls, budget, workforce management, training, procurement, space planning, reporting, and knowledge management. The Front Office supports all aspects of OLS operations, ensuring processes are in place and efficient.

Responsibilities: The Front Office Team delivers customer focused support to the Online Services’ Business Divisions in the following areas:

The Front Office Functional Chief reports to the Director of Shared Services.

The Project Management Office (PMO) provides proactive project management, contract management, and risk management support to enable OLS and its divisions to achieve their missions and strategic goals. The Office establishes OLS-wide standards and guidance to drive excellence across the organization

Section:

Vision: Lead with Knowledge. Be Proactive. Deliver Exceptional Results.

Mission: Empower the Team. Enable Goals. Drive Success. The purpose of the PMO is to provide centralized project management, contract management, and risk management support.

Goal: Improve PMO processes to improve quality and reduce delivery times. Provide expert Project Manager (PM) support in the following areas:

Responsibilities: PMO Support Team delivers customer-focused project management, contract management, and risk management support to OLS Divisions, by:

The Project Management Office Functional Chief report to the Director of Shared Services.

The Strategy and Outreach Office markets Online Services’ products to IRS and external stakeholders, emphasizing how the organization supports improved taxpayer experiences via enhanced digital capabilities. The Strategy and Outreach Office also drives the development of the digital strategy by bringing OLS Divisions together to identify what matters to taxpayers and develop appropriate goals and implementation plans. The office also drives engagement across OLS employees to support connection and collaboration.

The Strategy and Outreach branch serves Digital Products and Online Services organizations by fostering adoption of a unified Digital Strategy across all products and by engaging in targeted, cross-product internal and external outreach.

Objectives:

The Strategy & Outreach Functional Chief reports to the Director of Shared Services.

The Individual Taxpayer Products Team oversees the development, maintenance, and enhancement of digital services for individual taxpayers

Sections:

Vision: Empower individual taxpayers with accessible, efficient, and intuitive digital services that simplify tax-related processes and improve voluntary compliance.

Mission: Develop and sustain a comprehensive suite of authenticated and unauthenticated applications that enhance the taxpayer experience by offering reliable and self-service digital tools.

Goals:

Responsibilities:

The Individual Taxpayer Products Branch Functional Chief reports to the Director of Digital Products.

The Business and Tax Professional Products Branch works with internal business and IT stakeholders to develop and prioritize features, craft requirements, highlight business process changes and develop and deploy solutions aimed at improving digital services. Serves as product manager responsible for the overall success of the products, with a focus on building tools, processes and services based on customer needs, insights, and user experiences

Section:

Vision: Develop Strategy, Roadmap, and feature definition for Tax Pro Account and Business Tax Account, and their supporting business processes, in support of the IRS’s strategic plan and customer service experience.

Mission: Engage internal and external partners, and apply modern design practices, proven product management techniques, and agency-wide user research and data analytics to deliver new and enhance existing product initiatives.

Goal: Driving efficient operations by empowering businesses and tax professionals to digitally self-serve.

Responsibilities:

The Business & Tax Professional Products Branch Functional Chief reports to the Director of Digital Products.

The Taxpayer Digital Communications (TDC) Branch is the program office for product managers and thought leaders for customer facing digital communication services such as secure messaging and chatbot functionality.

Sections:

Vision: TDC strives for a future where every interaction with the IRS is intuitive, efficient, supportive, and taxpayers feel empowered whenever they need to communicate with the IRS. By leveraging innovation, data-driven insights, taxpayer feedback, and collaboration, we strive to set standards in digital communication within tax administration, fostering a system that is responsive, and trusted by all.

Mission: To pioneer a new era of tax communication, leveraging the latest digital technologies and methods to streamline processes, empower taxpayers and the IRS to effectively communicate with one another, and enhance overall compliance and trust.

Goals:

Responsibilities:

The TDC Branch Functional Chief reports to the Director of Digital Products.

The Evaluation & Experimentation (E&E) Branch was established within the Office of Online Services (OLS) to improve digital tax administration, enhance the online taxpayer experience, and accelerate enterprise-wide digital service options. E&E is comprised of two sections that work together to explore, incubate, and test new and emerging technologies.

Sections:

Vision: Reimagine the digital taxpayer experience through identification and testing of new and emerging technologies that increase taxpayer engagement by making the experience more simple, accessible, and secure

Mission: Build an innovation capability that can intake and incubate new and emerging solutions to pressing digital taxpayer needs.

Goals:

The Evaluation & Experimentation Branch Functional Chief reports to the Director of Product Services.

The User Acceptance Testing (UAT) Branch serves as a uniquely separate and final testing stage for OLS products. It supports the highest level of quality assurance from a business user’s perspective and customer experience.

Sections:

Vision: A separate environment to perform optimal user acceptance testing to achieve the highest quality in product delivery to business customers.

Mission: Collaborate with stakeholders to identify a product’s intended purpose and maximize user acceptance testing.

Goals:

The User Acceptance Testing Branch Functional Chief to the Director of Product Services.

Web Services is responsible for posting digital content on IRS.gov at the request of IRS business stakeholders through our content management request system (CMRS) and our web content management system (WCMS).

Sections:

Vision: To provide excellent customer service for publishing content on IRS.gov to ensure it aligns with stakeholder CMRS requests, publishing governance and web standards.

Mission: To provide an excellent user experience for taxpayers by publishing content on IRS.gov accurately, timely and reliably.

Goals:

The Web Services Branch Functional Chief reports to the Director of Product Services.

User Experience Services (UES) Analytics Branch works with stakeholders to digital products and services are instrumented for user data collection so that outcomes can be measured and assessed.

Sections:

Vision: Engineer data, reporting and data science to inform outcome-based performance metrics that improves taxpayer digital interaction and improve the efficiency of digital services provided by the IRS

Mission: Engineer performance measurement and data visualization with Web applications.

Goal: Achieve 100% digital data collection for key metrics and drive successful data science that informs decision makers for application development roadmaping an optimized path to at or above key results and target for objective attainment of the American taxpayer’s jobs to be done

The Analytics branch Functional Chief reports to the Director of User Experience Services

Enterprise Content branch works with these stakeholders to ensure the public can find, understand, and use the information they need to fulfill their tax obligations.

Sections:

Vision: A simple, powerful IRS digital experience where the public we serve can.

Mission: To produce usable digital products and Omni channel content for taxpayers.

Goal: Provide expertise in the following areas:

The Enterprise Content branch Functional Chief reports to the Director of User Experience.

The User Experience Design branch is responsible for delivering mission critical user-centered design solutions across the IRS digital services portfolio. These solutions emphasize the simplification and streamlining of all digital solutions at the IRS, including the tax returns, payments, and refund processes

Sections:

Vision: To deliver easy, simple, and intuitive digital experiences for taxpayers based on real user needs and data.

Mission: To define and design the north-star vision for the taxpayer experience using data-driven design methodologies. By deeply understanding user needs through quantitative and qualitative data, the User Experience Design branch designs useful new experiences while simplifying existing complex, redundant systems to increase efficiencies across the agency

Goals:

The User Experience Design branch Functional Chief reports to the Director of User Experience.

The User Experience Research branch is responsible for understanding and analyzing taxpayer needs, behaviors and expectations that inform mission critical user-centered design solutions across the IRS digital services portfolio. These solutions emphasize the simplification and streamlining of all digital solutions at the IRS, including tax filing, payments, and refund processes.

Sections:

Vision: To research, analyze, and communicate an understanding of taxpayer needs that drive easy, simple, and intuitive digital experiences for taxpayers based on data.

Mission: To provide a data-driven, human-centered understanding of the taxpayer experience, using a range of research methods, that improve the quality, efficiency and effectiveness of IRS’s digital services. By researching and understanding user needs, identifying pain points and opportunities for improvement, and validating the effectiveness of our products and services, the User Experience Research branch ensures that taxpayers are receiving the quality services they require, and that IRS remains compliant with the statutory requirements of the 21st Century Integrated Digital Experiences Act for delivering a digital-first public experience.

Goals:

The User Experience Research Branch Functional Chief reports to the Director of User Experience Services