The Internal Revenue Service (IRS) is seeking support services for its Taxpayer Digital Communications (TDC) Program Office to enhance digital communication options for taxpayers. The objective is to improve the efficiency, effectiveness, and security of digital interactions between taxpayers and the IRS, particularly through secure messaging and chat functionalities. The TDC Program Office aims to leverage technical expertise to transition from its current platform, eGain Solve, to an improved service, ensuring better communication and operational integrity while fostering taxpayer satisfaction. The contractor will provide professional technical assistance throughout the digital communication product development lifecycle, focusing on the management and integration of new solutions. Key tasks include conducting system assessments, developing use cases, and facilitating knowledge transfer to enhance the capabilities of IRS personnel in utilizing digital communication technologies. Deliverables will include monthly progress reports, assessment recommendations, and a knowledge transfer plan, all structured for accountability. The project aligns with the IRS mission to adapt proactively to emerging taxpayer needs while complying with federal security and operational guidelines. This RFP not only emphasizes the technical aspects of the service but also highlights the need for collaboration and effective integration of digital solutions to meet the evolving expectations of taxpayers and the agency.

The Internal Revenue Service (IRS) has issued a Sources Sought Notice (SSN) to gather information regarding available Taxpayer Digital Communications Support Services. This notice serves as a preliminary measure for market research and does not constitute a Request for Proposal (RFP) or a commitment to procure services. The IRS invites companies to submit capability statements, including details such as their business size according to NAICS Code 541512 and associated Government Wide Acquisition Contract (GWAC) vehicles. Responses should fit within specific formatting guidelines and focus on the company’s ability to meet the IRS's needs as outlined in the accompanying Draft Statement of Objective. Notably, all submissions become the IRS's property and must exclude proprietary information. Interested firms are required to express their interest in future solicitations and confirm if they will submit proposals if an RFP is issued. The deadline for response submissions is April 15, 2025.