NTA BLOG: IRS.GOV – HOW USABLE IS IT? (Part One) By NTA Erin Collins

Today, I would like to zoom out and look at the larger picture – the usability of IRS.gov. In this two-part series, I will discuss three aspects of IRS.gov: the search engine, visual layout, and website content and how it can be improved to benefit taxpayers and tax administration, and to reduce frustration and confusion for taxpayers and tax professionals.

Websites, including IRS.gov, generally serve one or more purposes, such as providing information, solving a problem, answering a question, and/or providing the ability to make an electronic transaction. A well-designed website should be easy-to-use, reliable, and should contain information in easy-to-understand language with options to provide choice of language. The IRS has been encouraging taxpayers, their representatives, and practitioners to use IRS.gov, the official website of the IRS, first to find answers to questions and self-help solutions rather than calling IRS Customer Service Representatives or employees. IRS.gov is massive and contains millions of pages of information. In today’s day and age, technology is commonplace in our lives, both personal and professional. Taxpayers expect to be able to self-help and resolve issues through technology, and the internet has become the starting point for many. However, I suspect that I’m not the only IRS.gov user that finds it falls short for an easy to use or well-designed website. The positive aspects of IRS.gov – around-the-clock access and vast amounts of content – are diminished if taxpayers can’t find the information they need quickly, effortlessly, and in easy-to-understand terms.

Propelled into action by the pandemic, the IRS has been adding tools and information to IRS.gov at what, for it, is a lightning pace. While I encourage and applaud the IRS for moving in a technology-minded direction to improve the customer experience and service delivery, I want to call attention to the difficulties taxpayers are experiencing when using IRS.gov and share suggestions and observations to improve the experience.

For the rest of Part 1 and Part 2 of this blog click here.