SAS Principal Social Innovation Manager I-Sah Hsieh joins FTA COO Ryan Minnick for an exciting and at times philosophical discussion of AI and how the intersection of trust and credibility will play a central role in how this rapidly advancing technology continues to be harnessed and used by organizations. This discussion goes into the ethical considerations regarding AI’s operational uses, and how tax administrators – being the fierce defenders of data privacy they are – might hold the key to the AI governance model other public-sector and even private-sector organizations will follow.

The Utah State Tax Commission is taking an associative approach to meeting customer needs by understanding the customer journey from the beginning. It’s part of Utah’s “Voice of the Customer” project that takes into consideration several elements from understanding the customer’s issue by knowing not only the immediate concern but what brought them to that moment and how the agency can best help them through their entire journey and relationship with the agency.

In this competitive labor market, businesses and organizations of all types are looking for every advantage when it comes to recruiting and retaining talented people. This is especially challenging for tax administrators and other government agencies that have the additional challenge of filling positions that pay less compared to their private sector counterparts. But overcoming that hurdle and the many other staffing challenges is possible and we have evidence it is being done and done well by two FTA member agencies that have received multi-year best place to work awards. 

In this episode of the FTA Tax Breaks podcast, Ryan welcomes Arizona DOR Director Rob Woods and Indiana DOR Commissioner Bob Grennes for an upbeat and enlightening conversation about the amazing work cultures that dwell within these two agencies. These leaders share their thoughts, concepts, and insights into what goes into their agencies’ recipes for success and what brought them to be top workplaces. Please Enjoy!   

The Taxpayer Advocate Service (TAS) office plays a critical role working in the interest of the federal taxpayers. In this episode of the FTA Tax Breaks podcast, we talk with the TAS director, National Taxpayer Advocate Erin Collins, about her office's work as the "voice of the taxpayer." Collins shares what her office does and how it works, the good work they are currently doing, and upcoming initiatives for this office charged with protecting taxpayer rights, and improving service and tax administration as an independent voice inside the IRS. Join us for this informative and first-ever in-person Tax Breaks interview.

On this episode of FTA Tax Breaks, IRS Deputy Chief Taxpayer Experience Officer Courtney Kay-Decker joined us for a look inside the IRS’s Taxpayer Experience Office (TXO). And there was plenty to talk about as the TXO continues to elevate the quality of taxpayer interactions with the agency by identifying taxpayer trends and best practices while implementing service-wide taxpayer experience improvements. This episode is a must-see as the taxpayer experience is something everyone in at all levels of tax administration plays an important role in. Enjoy!

Ryan sits down with Frank Nestore, VP at Mathtech, to discuss project management, how projects differ between government and the private sector, and what makes a project successful.