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♫ ♪ Music plays in the background ♪ ♫ After gathering stakeholder input and conducting research, the TFAO office distilled a set of key insights and opportunities.

Mainly taxpayers and stakeholders asked for: easily accessible, plain language tax information, fairness and transparency, swift issue resolution at the earliest point in the process possible, and professionalism and respect.

♫ ♪ ♪ ♫ The insight and opportunities helped the TFAO office develop a comprehensive taxpayer experience strategy.

♫ ♪ ♪ ♫ The taxpayer experience has been reimagined based on the following six big ideas, which represent the long-term goals we hope to achieve over the next 10 years.

Now, let's take a look at each one.

♫ ♪ ♪ ♫ The first big idea is proactive outreach and education.

The IRS aims to educate the taxpayer community by proactively providing information in the language, timing, and method that taxpayers need or prefer.

♫ ♪ ♪ ♫ The key capabilities that support proactive outreach and education are: ♫ ♪ ♪ ♫ The second big idea is expanded digital services.

IRS aims to provide an improved experience through self-service digital channels by building upon existing online accounts and introducing online accounts for tax professionals and business taxpayers.

♫ ♪ ♪ ♫ The key capabilities that support expanded digital services are: ♫ ♪ ♪ ♫ The third big idea is a seamless experience.

IRS aims to guide taxpayers to the resources and communication channels that will resolve their issues.

♫ ♪ ♪ ♫ The key capabilities that support a seamless experience are: ♫ ♪ ♪ ♫ The fourth big idea is focused strategies for reaching underserved communities.

IRS aims to establish a consolidated program to engage with historically underserved communities, to address issues of communication, education, transparency, trust, and of the limited access to quality products and services.

♫ ♪ ♪ ♫ The key capabilities that support focused strategies for reaching underserved communities are: ♫ ♪ ♪ ♫ The fifth big idea is an ecosystem of partnerships.

IRS aims to establish, shepherd, and facilitate a collaborative and interactive network of partnerships across the entire tax ecosystem and bring together existing efforts.

♫ ♪ ♪ ♫ The key capabilities that support an ecosystem of partnerships are: ♫ ♪ ♪ ♫ The sixth big idea is enterprise data management and advanced analytics.

IRS aims to develop an enterprise data management strategy that includes across enterprise understanding of the customer experience, emerging needs and expectations, and operational data.

The strategy will rely on a central repository of data from IRS systems that can be used to create reports to enable more informed decisions.

♫ ♪ ♪ ♫ The key capabilities that support enterprise data management and advanced analytics are: ♫ ♪ ♪ ♫ -- Music fades as the presentation concludes --