2013 IRS Online Services Update IRS Online Services Update Jim Weaver Director, Product Management IRS Online Services
2013 Outline • Online Services Online Services’ ’ Vision Vision • • Current Initiatives Current Initiatives • • Payments Channel Products Payments Channel Products • – Pay by Cards – Pay by Cards – Online Payment Agreement – Online Payment Agreement – Direct Pay – Direct Pay – Get Transcript / Online Account – Get Transcript / Online Account • Marketing Ideas and Follow Up Marketing Ideas and Follow Up • 2
2013 Multi year aspiration: become a digital agency Taxpayers will… Make payments and payment-related decisions online Correspond with the IRS digitally (e.g., secure messaging, live chat) Access account-related information (e.g., view transcript, track amended returns) through online self-service tools Easily search for actionable information on basic tax questions through IRS.gov Manage forms electronically for a paperless tax process Access online IRS functionality through Leverage an increasing mobile devices number of robust and helpful third-party tools 3
2013 Many opportunities exist for digital service across taxpayer touchpoints Example service transactions 4
2013 Online Services Initiatives Launched, In-market Upcoming FY2014 Taxpayer touch points and selected apps 1. Get tax 2. Access 3. File/submit 4. Get refund/ 5. Correspond/ information account forms make payment interact Secure Authentication eAuthentication Offer-in- Communications New IRS.gov (Stop ID theft & Out of Wallet Compromise 1-2 Way Comm. / Live Chat fraud at front door) Get Transcripts Where’s My Virtual Service View & Print Search & Content Refund Tracker 3 Delivery Online Account 1 Where’s My Amended Return VITA Locator Tracker 3 Return Preparer Online Payment Lookup Agreement ACH Debit / Pay FATCA Lookup Cards IRS2Go & Mobile (where appropriate) Online eAuthentication Capability (guest/persistent login, OOW, etc.) 1 Expands into broader ability for taxpayers to view their accounts 2 Pending further analysis and stakeholder alignment 5 3 Launched products that will be updated in 2014 and re-platformed in 2015
2013 A deeper dive into the Payments Channel Example service transactions 6
2013 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% electronic 1 Payments from Individual Taxpayers, CY 2012 Paper vs. Check Payments 4868 23%, 20.4M 1040 Notices 77%, 66.8M 1040 ES 7 1. “2011 Billing Household Survey,” Fiserv Research Paper, page 1.
2013 Payments channel on IRS.gov now makes options more clear 8 8
2013 Pay by Cards: Improvements made to user experience • Taxpayers can make card Taxpayers can make card • payments through IRS payments through IRS service providers or through service providers or through e- -filing software filing software e • Fee charged by service Fee charged by service • providers: providers: Flat fee for most debit Flat fee for most debit - - cards cards Percentage fee for credit Percentage fee for credit - - cards cards • Other options like • Other options like BillMeLater BillMeLater also available also available • More opportunity for growth More opportunity for growth • 9
2013 Online Payment Agreement (OPA) • 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 deduction, or installment agreements online via direct debit, payroll deductio n, or paper billing paper billing • Updated version will streamline the user experience including: • Updated version will streamline the user experience including: – – Reduced required information Reduced 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 presentation Improved page presentation – • Launching in time for balance due notices from 2013 filing year • Launching in time for balance due notices from 2013 filing year – Currently finalizing requirements and look and feel Currently finalizing requirements and look and feel – – Entering development phase Entering development phase – 10
2013 Online Payment Agreement (OPA) 11
2013 Online Payment Agreement (OPA) 12
2013 Online Payment Agreement (OPA) 13
2013 Online Payment Agreement (OPA) 14
2013 Online Payment Agreement (OPA) 15
2013 Direct Pay • A new IRS application that will offer an easy, free way for individuals to viduals to • A new IRS application that will offer an easy, free way for indi make payments online via an ACH Debit transaction; a one session make payments online via an ACH Debit transaction; a one session transaction not currently available in EFTPS transaction not currently available in EFTPS • Phase 1 – – Soft launch via CP521 notices Soft launch via CP521 notices Q4 2013 • Phase 1 Q4 2013 • Phase 2 – – Additional Functionality and Full Rollout Additional Functionality and Full Rollout Q1 2014 • Phase 2 Q1 2014 � � Scheduling up to 30 days in advance Scheduling up to 30 days in advance � Payment Lookup Payment Lookup � � Email confirmations � Email confirmations • • Phase 3 – Phase 3 – Registered Path Registered Path Q4 2014 Q4 2014 � Create username and password � Create username and password � � Ability to save bank information Ability to save bank information 16
2013 Direct Pay • Application will be IRS Application will be IRS- - • branded branded • Will accept most types Will accept most types • of individual payments of individual payments 1040 1040 - - 1040- -ES ES 1040 - - 4868 4868 - - Notices Notices - - • 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 session in a single session
2013 Online Account • Online Services is developing an Online Account feature in a • Online Services is developing an Online Account feature in a phased approach phased approach • Phase 1 – – Get Transcript Get Transcript • Phase 1 – – Delivers a PDF version of 5 transcript product directly to taxpayers Delivers a PDF version of 5 transcript product directly to taxpa yers – – The mailing functionality of Order a Transcript will remain The mailing functionality of Order a Transcript will remain • • Phase 2 – Phase 2 – Get Transcript with Online View Get Transcript with Online View - - Notional Notional – – Addition of an online view of transcript products with contextual help Addition of an online view of transcript products with contextua l help • Phase 3 – – Online Account Online Account - - Notional Notional • Phase 3 – – Displays key data points from transcripts to assist taxpayers with basic Displays key data points from transcripts to assist taxpayers wi th basic account questions account questions – Single sign- -on to move between applications under eAuthentication on to move between applications under eAuthentication – Single sign – Allow taxpayers to manage basic account features – Allow taxpayers to manage basic account features 18
2013 Online Account Phase 1 19
2013 Online Account Phase 2 - Notional • One notional rendering for the 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 20
2013 Online Account Phase 3 - Notional Single sign- -on capability on capability Single sign • Provides access to all • Provides access to all online services with a online services with a single sign single sign- -on on • • Start page can be a Start page can be a personalized My IRS.gov personalized My IRS.gov or generic landing page or 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 persistent persistent across IRS.gov across IRS.gov will allow will allow easy access easy access 21
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