Source: Fortune
Summary
Frank Bisignano, the newly appointed commissioner of Social Security and CEO of the IRS, is taking on the challenge of reforming both agencies. With his background as a former CEO of Fiserv and experience working with Jamie Dimon and Henry Kravis, Bisignano is bringing a digital-first approach and rigorous KPIs to both agencies. He aims to improve customer service, reduce wait times, and enhance collections at the IRS. The 2025 tax season will be a crucial test for Bisignano, with the IRS expecting to issue larger refunds due to new tax benefits and changes in withholding schedules.
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The strategy enters a familiar phase.
Bisignano’s appointment as CEO of the IRS and commissioner of Social Security marks a shift towards a more business-like approach to running the agencies. His experience in the private sector, particularly in the financial industry, is seen as an asset in streamlining operations and improving customer service. The use of technology and data-driven decision making is expected to play a key role in his reforms. However, the success of his efforts will depend on his ability to navigate the complexities of government bureaucracy and politics.
As Bisignano himself puts it, “We do the weekly reviews at both the IRS and SSA… We convene senior managers, and we have an hour and a half meeting, and they have to go through the KPIs for the week.” This approach is reminiscent of his time working with Jamie Dimon and Sandy Weill, and suggests that he is bringing a sense of urgency and accountability to the agencies.
But can Bisignano’s private sector approach really fix the problems plaguing the IRS and Social Security? The answer remains to be seen, but one thing is certain: the stakes are high, and the spotlight is on him to deliver results.
One thing is clear: Bisignano is a man on a mission to prove that government can be run like a business.
