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Modernizing Government: How the IRS Plans to Transform User Experience
Manage episode 474840415 series 3624100
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In this episode, we unpack the IRS's ambitious efforts to modernize its enterprise infrastructure in support of the Inflation Reduction Act (IRA). We explore the Statement of Objectives (SOO) for RFQ 8500, which focuses on enhancing user experience through improved program management, operational execution, and performance monitoring.
From redesigning helpdesk operations to integrating AI with ServiceNow, we dive into how the IRS aims to become a user-first, tech-forward agency. Whether you’re in federal IT, digital transformation, or project management—this is a blueprint worth studying.
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Chapters
1. Introduction to IRS Statement of Objectives (00:00:00)
2. Core Purpose and Strategic Goals (00:01:41)
3. User Experience Assessment and Objectives (00:02:49)
4. Program Management and Operational Support (00:05:44)
5. Implementation Plan and Required Expertise (00:07:14)
6. Key Takeaways and Broader Applications (00:09:22)
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