Tax Notes Talk Reimagining the IRS: Former Official Talks Agency Transformation
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Oct 3, 2025 April Harding, former IRS director of user experience services and the mind behind the IRS 2029 Plus modernization plan, shares her insights on transforming the IRS into a more efficient entity. She discusses the importance of user experience in tax collection and customer service, emphasizing trust in government. Harding addresses privacy concerns, the challenges of staffing, and the need for empowered leadership to successfully implement changes. Her optimism for the future transformation of IRS digital services shines through as she expresses her commitment to public-sector improvement.
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Joining IRS To Merge UX And Policy
- April Harding moved from private-sector UX work into the IRS to combine her public policy interest with product design.
- She described the IRS role as her "dream job" and said "impossible to change is my jam."
IRS Lacked User-Centered Roadmaps
- Harding found the IRS lacked clear, user-centered answers about who taxpayers are and what experiences to deliver.
- She prioritized defining taxpayer needs, roadmaps, and measurable goals before designing products.
Leaving Via Deferred Resignation Program
- Harding said she left via the Deferred Resignation Program after learning she likely couldn't stay as a Streamline Critical Pay hire.
- She framed her departure as painful but necessary so her team could make informed choices.
