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Few agencies have been in the news more than the Internal Revenue Service. In this episode, Nina sits down with Ken Corbin \\u2013 the first Chief Taxpayer Experience Officer at the IRS. In this role, Ken focuses on overseeing the agency\'s efforts to radically improve taxpayer services. Together, they take a deep dive into customer experiences, building mission-ready teams, and the unexpected benefits of sharing bad news early.

Timestamps:

1:53 Ken tackles Nina\'s famous "Crystal Ball" question by highlighting two critical words for the Future of Work in Government: Choice and Access
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\\n3:50 The enormous task of pivoting 15,000 mostly on-site customer service representatives to full telework at the start of the pandemic
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\\n5:27 Getting ahead of the curve: How can you get a huge agency to try new things?
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\\n7:58 The secret to winning the retention battle: understanding what truly motivates and engages your workforce (hint: it isn\'t just salary)
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\\n9:34 Starting out as a GS-01, how the government became a calling and a career
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\\n12:40 More than W2s: how IRS employees serve the country
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\\n18:30 "Hear Me Sessions" the IRS revolutionizes the customer experience and even protects citizens from tax scams by listening to front-line employees
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\\n23:10 The surprising benefit of owning experiences and sharing bad news early
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\\n25:00 Why it\'s impossible to over-communicate  
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\\n30:52 Ken waves the magic wand, what does he wish for?

Links:

https://www.irs.gov/newsroom/irs-creates-new-chief-taxpayer-experience-officer-position-ken-corbin-to-lead-new-focus-to-improve-service-to-taxpayers

Connect with Nina and Chris:
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\\nNina Bianchi:
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\\nLinkedIn: https://www.linkedin.com/in/bianchininafuture/
\\nTwitter: https://twitter.com/NinaFuture
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\\nChristopher Crist: https://www.linkedin.com/in/christopher-crist-a1544a135/