Kenneth C. Corbin is the 2024 Government Executive of the Year for his exceptional leadership and contributions to the IRS. With a career spanning nearly four decades, Ken has significantly transformed the IRS's approach to taxpayer service and digital excellence.

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Beginning his career in 1986 at the IRS Atlanta Service Center, Ken rose through various roles to become Commissioner of the Wage and Investment Division in 2017. He oversees a massive operation with 37,000 employees across the US and Puerto Rico, managing taxpayer assistance centers, call centers, and online services. In 2021, Ken was appointed as the IRS’s first Chief Taxpayer Experience Officer, focusing on enhancing taxpayer interactions and service delivery.

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Under Ken’s leadership, numerous innovations have been implemented to improve taxpayer service:

• Enhanced content and search capabilities on IRS.gov

• Introduction of the "Where’s My Refund" tool and document upload capabilities

• Development of online taxpayer accounts and voice/chat bots for faster service

• Launch of a direct filing program and electronic form submissions to expedite processing

• Implementation of a callback feature to reduce hold times for taxpayers
   

These efforts have yielded substantial benefits for the public:

• In 2023, the IRS processed 150 million tax returns electronically and issued $335 billion in refunds.

• IRS.gov received 871 million visits with 3.7 billion page views.

• Average speed to answer phone calls improved to 13 minutes, down from 29 minutes the previous year, with an 87% service level.
   

Ken’s initiatives have also significantly increased taxpayer trust in the IRS, with approval rising from 70% to 84% among those who interacted with IRS Assistors. His commitment to inclusivity is evident through efforts to support disabled and underserved communities, offering services in multiple languages and enhancing accessibility features on IRS platforms.
 

In summary, Kenneth Corbin’s leadership has not only streamlined IRS operations but has also set a new standard for customer service and digital transformation within government agencies. His vision and dedication have revolutionized the taxpayer experience, making IRS services more efficient, accessible, and user-friendly for millions of Americans.