Click on the High Impact Service Provider below to learn more about the actions they’re taking to improve customer experience and performance of designated services.


About this Service Provider (HISP)

Description

The Internal Revenue Service (IRS) processed more than 240.2 million Federal tax returns and supplemental documents in 2020, collecting close to $3.5 trillion in gross taxes and issuing almost 122 million refunds.


Designated Services


Filing an individual tax return

Service description

The tax filing journey begins each year with the taxpayer receiving and gathering their tax information. There are several ways a taxpayer can file their return, self-prepared using tax preparation software or IRS Free File, using a paid preparer, filling out a form and mailing it to the IRS, or visiting one of our thousands of VITA/TCE sites, where a volunteer tax preparer can help prepare their return. In the pre and post filing stages, taxpayers may seek answers to tax law questions or require tax account information. IRS research indicates that most taxpayers prefer interacting with us through visiting IRS.gov or calling.

Why this service was designated

Each year, millions of Americans file individual tax returns to pay their taxes or receive a tax refund. In 2021, the IRS processed over 168 million individual returns, collected over $3 Trillion in taxes, and issued over $3.65 Billion in refunds, with an average individual refund of $2,815.

Managing an individual online account

Service description

Online Account allows taxpayers to securely access their individual account information. Through their online account, taxpayers can:

  • View the amount they owe and a breakdown by tax year
  • Learn about payment plan options and apply for a new payment plan
  • View details of their payment plan if they have one
  • Make a payment from their bank account or by debit/credit card
  • View 5 years of payment history and any pending or scheduled payments
  • Go paperless for certain notices
  • Get email notifications for new notices
  • View key data from your most recent tax return and access additional records and transcripts
  • View their economic impact payment amounts
  • View digital copies of certain notices from the IRS
  • View any authorization requests from tax professionals
  • Approve and electronically sign Power of Attorney and Tax Information Authorization from their tax professional

Why this service was designated

The five most common reasons taxpayers contact us are: Refund Inquiry, IRS Office Location/Appointment, Balance Due/Payoff, Transcript/Record of Account, or to establish an Installment Agreement. Recognizing that our diverse customer base has varying service preferences, the IRS has focused on providing automated solutions for most of the common reasons taxpayers contact us, increasing convenience and reducing cost to the IRS and taxpayers. Since its launch in 2016, over 17.6M taxpayers have used their IRS individual online account with a total of over 99M sessions. These have generated over 5.6M tax payments and over 1.5M payment plans, enabling these taxpayers to meet their tax obligations online via self-service.

Usage of Online Account grew exponentially in 2020/2021, and we expect it to continue to grow in the coming years as we add more features. In FY2021 we saw over 50 million sessions and over 12 million unique users, which was an increase over FY2020 of 118% and 101% respectively.

Our vision for the future is a centralized online account experience for individual and business taxpayers that allow them to view their personalized tax information and transact via self-service. We are also working towards our vision for tax professionals to be able to establish and manage their authorization relationships online, access tax-related information, and represent their clients with the IRS.


About this Service Provider (HISP)

Description

The Treasury Department is the executive agency responsible for promoting economic prosperity and ensuring the financial security of the United States. In addition the the IRS, the Treasury Department is made up of several agencies and bureaus including the Bureau of Fiscal Service (BFS). In 2020, supporting multiple COVID-19 relief efforts, BFS disbursed 1.4 billion payments totaling more than $5.4 trillion – making up 89% of all Federal payments, including IRS tax refunds, Social Security and Supplemental Security (SSI) benefits, Federal salary payments and retirement benefits, Veterans benefits, and vendor payments. Additionally, BFS has issued $98.1 billion in Treasury retail securities, and redeemed $114.7 billion in Treasury securities.

This HISP was newly designated and will complete action planning in FY22.

Designated Services


Accessing Federal benefit payments electronically

Service description

The Direct Express® program issues Federal benefits through a reloadable debit card. A significant number of Federal benefit recipients do not have bank accounts and Direct Express® allows recipients to receive payments electronically.

Why this service was designated

The Direct Express® program manages 5.1 million cardholder accounts – the majority of which are held by the unbanked. The Direct Express® debit card allows cardholders to receive their monthly benefit payments electronically – eliminating the need to wait for a check in the mail, reducing the chances of non-receipt claims, or paying expensive check cashing fees. For most cardholders, this payment is their sole source of income and is essential for basic living needs such as housing, food, and medicine.

Direct Express® is safer, more convenient, and more reliable than a paper check when receiving federal benefits. Additionally, it provides consumer protections available to traditional bank account owners, including for fraud, loss, and other errors. The debit card can be used online or at any retail locations where Mastercard is accepted, or cash can be withdrawn at point-of-sale debit transactions or ATMs. The program has maintained cardholder satisfaction ratings of 92% or higher for the last 10 years.

Accessing capital and financial products to serve communities in need

Service description

The CDFI Fund serves CDFIs, community development entities (CDEs), non-profit affordable housing developers in all 50 states, the District of Columbia, Guam, and Puerto Rico. The CDFI Fund helps customers access Federal financial assistance, tax credit authority and bond guarantees for community and economic development purposes. Services include certifying CDFI and CDE organizations eligibility for certain federal assistance programs; providing lending capital, loan loss reserves, and funding for technical assistance; awarding entities with the ability to provide tax credits to investors; and providing bond loans and guarantees for long-term projects.

Why this service was designated

Access to affordable financial products and services is a staple of economically vibrant communities. Yet at least one quarter of American households do not have a bank account or rely on costly payday lenders and check-cashing outlets. Additionally, many small businesses and critical community development projects lack access to the capital investment necessary to spark economic growth in their communities. Through its grant, tax credit and bond guarantee program, the Community Development Financial Institutions Fund (CDFI Fund) actively works to address these issues by investing federal resources—which are matched with private funding—into mission-driven financial institutions and community development organizations recognized for their expertise in providing service and support to low-income communities. In FY 2021 by providing nearly $1.5 billion in monetary awards and loans, committing to guarantee $100 million in bonds, and allocating $5 billion in tax credit authority.