Recommendation 2-1
Increase Transparency on Information Technology (IT) Modernization Efforts: By the end of FY 2025, disclose to Congress and the public the scope, timeline, and anticipated benefits of IT modernization initiatives, particularly those related to enhanced online account functionality.
Recommendation 2-2
Expand Online Account Capabilities: Continue developing and deploying additional features and
functionalities within individual, tax professional, and business online accounts. This includes services
such as secure messaging, expanded transcript access, account updates, issue resolution, and digital
notices by the end of calendar year (CY) 2025.
Recommendation 2-3
Improve Identity Verification Processes: Analyze the root causes of identity verification failure during online account enrollment. Develop and implement targeted strategies to mitigate these issues and create a clear, accessible alternative for users to verify their identities following a failed attempt
Recommendation 2-4
Increase Digital Service Offerings: Broaden the range of self-service tools available to individual and business taxpayers and tax professionals to engage in self-service assistance
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