Philip Hwang, Chief Tax Officer and Lead Tax Attorney at Optima Tax Relief, recently joined Federal News Network host Terry Gerton to discuss IRS reform, digital modernization, and the evolving taxpayer experience. Phil appeared in his role as National Chair of the Taxpayer Advocacy Panel (TAP), following the release of TAP’s 2025 Annual Report, which includes nearly 200 recommendations designed to improve how the IRS serves taxpayers.
What is TAP and How it Represents Taxpayers Voices?
TAP is a federal advisory committee made up of up to 75 volunteers from across all 50 states, as well as international representatives serving American expats. The panel’s role is to gather feedback from taxpayers and turn those concerns into meaningful recommendations for the IRS.
According to Phil, TAP members engage directly with taxpayers through outreach efforts, community conversations, and submissions through ImproveIRS.org. The panel focuses on identifying broader systemic issues impacting taxpayers rather than individual case disputes.
Balancing IRS Modernization With Accessibility
One of the major topics discussed during the interview was the IRS’ ongoing shift toward digital-first services. Phil highlighted several modernization efforts already underway, including improvements to IRS online accounts, chatbot technology, and expanded digital communication tools.
At the same time, he emphasized that digital transformation cannot come at the expense of taxpayers who still rely on paper correspondence or in-person support.
“I think digital engagement is the way of the future,” Phil explained. “But it’s important not to discount the need for more manual and in-person help for those who still need it.”
New Refund Procedures Are Creating Confusion for Some Taxpayers
Another important issue discussed was the IRS’ push toward electronic refunds and paperless processing.
This filing season, taxpayers who did not provide direct deposit information received IRS letters requesting banking information before refunds could be issued electronically. According to Phil, responding to those notices could delay paper refund checks by up to six weeks.
He acknowledged that many taxpayers were caught off guard by the process and noted that TAP plans to closely monitor taxpayer feedback this year to help shape future recommendations surrounding paperless refund initiatives.
Phil also stressed the importance of ensuring taxpayers without banking access or digital resources are not overlooked as the IRS continues modernizing its systems.
The Technology Challenges Behind IRS Improvements
During the interview, Phil also explained one of the more frustrating issues taxpayers encounter: not all IRS notices currently appear inside taxpayers’ online IRS accounts.
The reason, he explained, comes down to the IRS’ complex infrastructure and longstanding technical debt. Different notices are generated by separate legacy systems that are not yet fully connected to a centralized platform.
While this may seem like a simple fix from a taxpayer perspective, Phil noted that integrating those systems is a far more complicated undertaking behind the scenes.
Priorities for the Future of Taxpayer Service
Looking ahead, Phil said one of his personal priorities is improving how taxpayers interact with IRS toll-free phone lines.
Specifically, he would like to see taxpayers gain the ability to schedule IRS callbacks digitally without having to first wait on hold to request one. While the request may sound straightforward, Phil acknowledged that implementing such improvements involves significant operational and technological coordination.
Still, he remains optimistic about the future of IRS modernization and TAP’s ability to continue advocating for meaningful taxpayer-focused improvements.
To listen to the full interview with Philip Hwang on Federal News Network, Click Here.
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