Tax Notes Talk Reimagining the IRS: Former Official Talks Agency Transformation
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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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.
Scale Direct File's Success Enterprise-Wide
- Harding used Direct File's success as a model for scaling consistent, quality digital products across IRS services.
- Her goal was to translate Direct File lessons into organizational machinery that produces good products repeatedly.
Adopt A Triple-Bottom-Line ROI
- Define IRS goals with a triple-bottom-line ROI: collections, customer service, and privacy.
- Set measurable objectives like reducing the tax gap and increasing voluntary compliance to guide work.
