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Category 2: Delivering Excellence in Digital Services

TAXPAYER SERVICES

Internal Revenue Service

U.S. Department of the Treasury​

Tracey Quamie

Director of Publishing

Ali Hillner

Paul Adams

Andrew Gower

Vara Prasada Rao Ande

Sylvester Pritchard III

JP Terry

Doug Diaz

Michelle Clarke

Sandra Mulford

Richard Pilhofer

Fran Braun

Douglas Martin

Michael Brown

Gilberto Cortez

Antonio Batista

Grace Kerr

Stephen St. Jacques

Gerald Johnson

Christian Chase

Deddrick Worthy

Lizhao Li

Louis Cervantes

Helen Kidane

Jazmine Hudson

Deepthi Chilaka

The Internal Revenue Service's Online Forms team are being honored in Category 2: Delivering Excellence in Digital Services for transforming how taxpayers interact with the IRS through the development of a new generation of mobile-responsive, accessible digital tax forms. By creating more than 90 web-based, Section 508-compliant forms, the team has expanded self-service options, reduced reliance on paper, and made it easier for taxpayers to complete and submit forms from any device. This modernization effort supports the IRS's digital transformation strategy while improving accessibility, efficiency, and the overall taxpayer experience.

The initiative delivers significant benefits for both taxpayers and the IRS. Online Forms has the potential to eliminate up to 240 million paper forms annually, cut tax return processing times in half, digitize more than 2.1 million documents, and save up to $40 million each year in paper storage costs. By reducing manual data entry and decreasing call center demand through intuitive self-service tools, the project allows IRS employees to focus on higher-value work while providing taxpayers with faster, more convenient, and more transparent service.

© 2026 by Public Service Leadership Academy | 703.431.3701 | Ashburn, VA

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