featuring Department of Treasury August 26, 2020 THANK YOU TO OUR - - PowerPoint PPT Presentation

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
• f mutual interest to government and industry
• Ideally intersect with Communities of Interest (COIs)

Active Teams include:

• Department of Agriculture
• Department of Commerce
• Department of

Defense/Intelligence

• General Services Administration
• Department of Health and Human

Services

• Department of Homeland Security
• Department of Justice
• Department of State
• Department of Transportation
• Department of Treasury
• Department of Veterans Affairs

Ready to Engage?

Would you like to lead a new team or join an existing team? Contact: April Davis adavis@actiac.org Ann-Marie Johnson ann-marie.johnson@ardentmc.com

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

Fede ederal al Insights Insights Ex Exchan hange ge

Mitchell D. Winans

Introduction

8/26/20 IRS | 8

Mitchell D. Winans Senior Advisor Enterprise Digitalization and Case Management Office

Agenda

8/26/20 IRS | 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

8/26/20 IRS | 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

8/26/20 IRS | 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

8/26/20 IRS | 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

8/26/20 IRS | 13

• Four Modernization Pillars:
• Taxpayer Experience
• Core Taxpayer Services & Enforcement
• Modernized IRS Operations
• Cybersecurity and Data Protection

Changing Workforce and Consumer Trends

8/26/20 IRS | 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

8/26/20 IRS | 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

8/26/20 IRS | 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

8/26/20 IRS | 17

• Innovators (2.5%)
• Early Adopters (13.5%)
• Early Majority (34%)
• Late Majority (34%)
• Laggards (16%)
• Boston University, 2019

Keys to Success

8/26/20 IRS | 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

8/26/20 IRS | 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 In Insights Exchange

August 26, , 2020

Adam Gold

• ldberg

Acti cting g Assis istant t Co Commis issioner Fin inancia ial In Innovation and Transformati tion

Emerging Technology and th 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!