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Federal Insights Exchange
featuring
Department of Treasury
August 26, 2020
THANK YOU TO OUR PATRONS
Engage with Federal Insights Exchange (FIE)
Agency-focused programs that provide substantive conversation on topics
of mutual interest to government and industry
Ideally intersect with Communities of Interest (COIs)
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Contact:
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SAVE THE DATE
Sept 1st Igniting Innovation 2020 Conference and Awards
Sept 8th ACT-IAC IT Management and Modernization COI Virtual Meeting
Sept 10th Evolving the Workforce COI Meeting
Sept 15th Emerging Technology COI Meeting
Sept 16-17th Shared Services Summit 2020
Sept 18th Cybersecurity COI Meeting
Oct 14th When Does Information Become TMI Webinar
Oct 16th Cybersecurity COI Meeting
Oct 26-29th ReImagine Nation ELC 2020
Nov 4-5th Emerging Technology Forum 2020
Nov 10th IT Management and Modernization COI Meeting
Nov 17th Emerging Technology COI Meeting
Nov 18-19th CX Summit 2020
Nov 19th Federal Insights Exchange Session featuring CIOSP4
All sessions, academy, meetings and webinars are virtual at this time
Featured Discussion –
Department of Treasury
Mitchell Winans
Senior Advisor, Enterprise Digitalization and Case Management Office
Internal Revenue Service
Tom Coleman
Acquisition and Financial Management Practice Leader
FI Consulting
Adam Goldberg
Acting Assistant Commissioner, Office of Financial and Transformation,
Department of Treasury
Technology and the Federal Workforce
August 26, 2020
Federal Insights Exchange
Mitchell D. Winans
Introduction
8/26/20IRS | 8
Mitchell D. Winans
Senior Advisor
Enterprise Digitalization and Case Management Office
Agenda
8/26/20IRS | 9
• Background: Focus on the People
• Changing Workforce and Consumer Trends
• Diffusion of Innovations
• Keys to Success
• Questions and Comments
Background: Focus on the People
8/26/20IRS | 10
• PMA CAP Goal #3: Developing Workforce for 21st Century
• PMA CAP Goal #2: Leveraging Data as a Strategic Asset
• PMA CAP Goal #4: Improving CX with Federal Services
• PMA CAP Goal #6: Shift Low-Value to High-Value Work
• New PMA CAP Goal: Frictionless Acquisition
• Executive Order: Maintaining Leadership in AI (2/11/19)
• Updated National AI R&D Strategic Plan (6/21/19)
• Treasury and IRS FY18-22 Strategic Plans
• IRS Modernization Plan and Taxpayer First Act
Updated National AI R&D Strategic Plan – June 2019
8/26/20IRS | 11
Updates original 7 focus areas from 2016 and adds an 8th:
1. Make long-term investments in AI research.
2. Develop effective methods for human-AI collaboration.
3. Understand and address the ethical, legal and societal implications of AI.
4. Ensure the safety and security of AI systems.
5. Develop shared public datasets and environments for AI training and testing.
6. Measure and evaluate AI technologies through standards and benchmarks.
7. Better understand the national AI R&D workforce needs.
8. Expand public-private partnerships to accelerate advances in AI.
Taxpayer First Act of 2019
8/26/20IRS | 12
• Includes a focus on customer experience
• Mandates IRS create a strategic vision/plan for improving customer experience in the short, medium, and long term
IRS Integrated Modernization Business Plan
8/26/20IRS | 13
• Four Modernization Pillars:
• Taxpayer Experience
• Core Taxpayer Services & Enforcement
• Modernized IRS Operations
• Cybersecurity and Data Protection
Changing Workforce and Consumer Trends
8/26/20IRS | 14
• 41% of consumers buying more online due to COVID-19
• 40% of workers don’t feel safe going into work
• 30% of consumers are now willing to use telemedicine
• 10% of consumers did “contactless commerce” for first time
• …and yet, 76% of customers encounter a poor digital experience!
-Forrester Research, Inc., 2020
Diffusion of Innovations Theory
8/26/20IRS | 15
• Innovation: “…an idea, practice, or object that is perceived as new by an individual or other unit of adoption.” (Everett M. Rogers)
• Main Factors that Influence Adoption
• Relative Advantage
• Compatibility
• Complexity
• Trialability
• Observability
-Thompson and Ibragimov, Emory University, 2015
Main Factors that Influence Adoption
8/26/20IRS | 16
• Relative Advantage: advantage of the innovation relative to current practice
• Compatibility: how well the innovation fits with attitudes, practices, and values
• Complexity: how difficult it is to adopt the innovation
• Trialability: how easily one can experience the innovation before adopting it
• Observability: the extent to which use of the innovation is visible to others
-Thompson and Ibragimov, Emory University, 2015
Adopter Categories
8/26/20IRS | 17
• Innovators (2.5%)
• Early Adopters (13.5%)
• Early Majority (34%)
• Late Majority (34%)
• Laggards (16%)
-Boston University, 2019
Keys to Success
8/26/20IRS | 18
• Executive Sponsorship
• Identify Champions
• Build Coalitions (e.g., Opinion Leaders, Change Agents)
• Listen and Learn
• Reinforce Purpose and Goals
• Perseverance
Continuous Learning and Improvement
8/26/20IRS | 19
“I have not failed. I have just found 10,000 ways that don’t work.” -Thomas Edison
Questions and Comments
IRS | 20 8/26/20
Federal Insights ExchangeAugust 26, 2020Adam Goldberg
Acting Assistant Commissioner
Financial Innovation and Transformation
Emerging Technology and the Workforce
22
FIT incubates innovative solutions so that government
agencies can become more efficient and transparent in
federal financial management.
1. Hire Smart People
2. Rent Before You Buy (Know What You Don’t Know)
3. Know the Business
4. Remember the Business Problem (Hint: It’s Not the
Technology)
Q & A
Thank you for
Attending!
