High User Satisfaction Marks Success of IRS Direct File Pilot

Wrap-Up: 04

Author

Robert Vidaure
May 14, 2024

The IRS Direct File pilot program exceeded its goal, with over 140,000 taxpayers successfully filing for free and saving an estimated $5.6 million in tax preparation fees. The program, part of President Biden’s Inflation Reduction Act, received high user satisfaction, with 90% rating their experience as “Excellent” or “Above Average.” Users claimed over $90 million in refunds, and the system’s live-chat feature had a one-minute average wait time. The IRS will review the pilot’s results to decide on the program’s future. The program highlights the potential for significant cost savings and improved accessibility.

Civic designers are crucial in service design because they create intuitive and user-centered solutions that enhance the overall experience and effectiveness of the service. Government services need to work correctly because they ensure the efficient and fair delivery of essential resources and support to citizens.

ARTICLES

Why Branding Matters for Governments:
Five Minutes with Graphic Designer Paula Scher

Paula Scher, partner at Pentagram design agency, discusses her work as an artist and designer, including creating identities for government institutions. 

5 Key Takeaways:

  1. Develop a distinct visual identity for government agencies to enhance public recognition.

  2. Employ graphic design to articulate the mission and services of public institutions effectively.

  3. Address and overcome challenges in the workplace, including promoting diversity and combating sexism.

  4. Draw on successful branding practices from the corporate sector to inform government branding strategies.

  5. Look towards future projects with the aim of making a lasting impact through design.

Inside the U.S. government’s plan to overhaul its online presence

Civic Design: How to Build Cities for the Future—A conversation at SXSW.

BOOKS

Good Services
by Lou Downe

This book will tell you how to design a service that your users can find, understand and use without having to ask for help.

Palaces for the People
by Eric Klinenberg

Klinenberg examines how social infrastructure, or public spaces where individuals come into contact with one another, shapes the way people interact and can help mitigate a variety of social problems.

PROJECTS

Microsoft: Reimagine Action

Working with the Microsoft Brand Studio and Strategy teams, Koto created an optimistic, upbeat campaign that showcases Microsoft’s sustainability commitments whilst infusing the narrative with the transformative potential of AI to shape a greener, brighter future.

Visit Milwaukee Unveils New Logo

With all eyes on Milwaukee in 2024, and as the community is about to experience a landmark summer for tourism, Visit Milwaukee is thrilled to announce its new corporate brand, which updates the look, feel, and tone of its corporate logo, advertising campaigns, website, messaging, and more.

The final work being unveiled was created with the input of thousands of Milwaukeeans from all areas of the community and is designed to be utilized by the community to create cohesive and inclusive positive branding to further elevate the destination’s reputation. Working in tandem with Visit Milwaukee on this effort was the Milwaukee-based branding firm Ocupop, which created the logo, and P3 Development’s Genyne Edwards, who led the research and community input strategy over the last two years.

RESOURCES

The Digital Services Playbook

The American people expect to interact with the government through digital channels such as websites, email, and mobile applications. By building digital services that meet their needs, we can make the delivery of our policy and programs more effective.

18F: Digital Service Delivery Guides

18F’s work with other agencies is built on user-centered development, testing to validate hypotheses, shipping often, and deploying products in the open.

EVENTS

SF Design Week

SFDW is the largest design festival on the West Coast.

June 3–12th, 2024

Config 2024

Figma’s conference for people who build products.

June 26-27, 2024

‘Wrap-Up’ is a monthly collection of findings, resources, and other interesting news sent straight to your inbox. If you have a resource or a project that you want to be featured in the next ‘Wrap-Up,’ send it over.

Reply

or to participate.