TXO Represents at Capitol Hill Digital Day

Internal Revenue Service, Taxpayer Experience Office

Deputy Chief Taxpayer Officer Courtney Kay-Decker, detailee LaShanda Hodge and public affairs specialist Justin Arnold represented TXO at Digital Day. The event, held at the Rayburn House Office Building in Washington, D.C., was a walk-through expo designed to show digital customer experience innovations throughout the government.

“It was really exciting to be able to talk to Hill staffers about the transformative work we’ve been doing,” Courtney remarked. “This event enabled us to directly show them how IRA funding has begun modernizing the agency and delivering better outcomes for taxpayers.”

The TXO team talked with Hill staffers about improvements to “Where’s My Refund,” which includes a new design to look more like the rest of IRS.gov, better and more understandable status updates on their refund, access with the new IRS2Go app and notifications if the IRS needs additional information. Not only will these improvements assist taxpayers in getting updates faster, they will also reduce the number of calls asking about the status of refunds to the 1040 line, enabling more taxpayers to reach an IRS representative faster. The update is already seeing results: in all of 2023, there were 350 million completed sessions; in the first two months of 2024 there were 172 million.

“It was fantastic to be able to network with other government agencies and learn about what they’re doing to enhance the customer experience,” LaShanda said. “If we’re going to help the American people, we need to share knowledge throughout the federal government and events like this help facilitate that.”

The team’s work on Digital Day continues to support TXO’s vision to ensure all IRS customers are empowered and supported when engaging with the agency.