Transforming the Taxpayer Experience: A Conversation with Karen Howard, Executive Director, Office of Online Services, Internal Revenue Service (IRS)

What is the mission of the Office of Online Services at the Internal Revenue Service (IRS)? What is the IRS doing to advance its digital services and enhance customer experience? How is the IRS leveraging AI and other emerging technologies to meet mission? Join host Michael Keegan as he explores these questions and more with Karen Howard, Executive Director, Office of Online Services at the IRS.
Broadcast Date: 
Monday, January 22, 2024 - 15:06

Karen Howard, Executive Director, Office of Online Services - IRS

Ms. Howard joined the IRS in August of 2020 with over 35 years of private sector retail, manufacturing and financial services consumer direct operations and marketing leadership experience. In her public service role with the IRS, she and her team are charged with translating the taxpayer community’s voice and behavior, and internal stakeholder requirements, into an empowered user experience that enables easy access to tax-related information and simplified ways to fulfill tax obligations with digital tools and services.

Highlights from the Center’s 25th Anniversary and Book Release Event

We previously posted a short summary of this event, and now welcome all to watch this link to a video of the event; in addition, highlights of our book, including individual chapters, are on our website.

Weekly Roundup: January 15-19, 2024

CISA mandates agencies close 2 cyber vulnerabilities immediately. Agencies have until the end of Monday to close two major cybersecurity vulnerabilities.

Paula Ganga, PhD, Assistant Professor of Political Economy, Duke Kunshan University

As a comparative political economy scholar, Paula Ganga uses her knowledge of advanced statistical methodologies, seven languages and travel to over 40 countries to examine the economic outcomes of political institutions, state-market interactions, the political actors driving the process and the inequalities between the winners and losers of this process. Ganga is particularly interested in populism and economic nationalism, inequality and economic development, energy and environmental policy, corruption and transparency, and democratic backsliding.

Quantum Technology Challenge: What Role for the Government?

Quantum technology has the potential to reshape the economic and social landscape of the world. The U.S. has already invested significant resources in developing quantum information science (QIS), but more needs to be done as government operations could bear the brunt of the disruptions and possible attacks.

Design Principles for Responsible Use of AI to Enhance Customer Experience Using Public Procurement

Co-Authors: Kayla Schwoerer, Andrea Patrucco, and Ilia Murtazashvili

This is an excerpt of Chapter 8 from our new book Transforming the Business of Government: Insights on Resiliency, Innovation, and Performance. 

Ilia Murtazashvili, Associate Professor, Graduate School of Public and International Affairs

Ilia Murtazashvili is Associate Professor in the Graduate School of Public and International Affairs at the University of Pittsburgh. His research and teaching interests include political economy, property rights, self-governance, and natural resource governance. His current research focuses on the political foundations of effective private property rights, the consequences of the shale boom, the link between social institutions and forest governance, and the politics and economic significance of blockchain technology.

Andrea Patrucco, Assistant Professor, Department of Marketing & Logistics

Andrea Patrucco is an Assistant Professor of Supply Chain Management in the Department of Marketing and Logistics at the Florida International University College of Business.