The IRS Customer Experience Research BPA outlines a performance work statement (PWS) aimed at improving taxpayer service through continuous measurement and evaluation of customer satisfaction. The IRS's mission is to enhance service quality and ensure compliance with tax obligations, aligning with various executive orders that mandate assessments of service performance. The document details the IRS's organizational structure, with divisions focused on specific taxpayer needs, and emphasizes the necessity of gathering both quantitative and qualitative data via ongoing and targeted surveys. Contractors will be enlisted to manage existing survey programs, develop new surveys, improve customer satisfaction measurement methods, and conduct data analysis for actionable insights. Key tasks encompass the administration of surveys, conducting focus groups, providing help desk services in both English and Spanish, and ensuring compliance with OMB standards. The document underscores the importance of customer experience in achieving IRS goals, with the ultimate aim of fostering taxpayer compliance through effective service. Additionally, it emphasizes careful handling of sensitive correspondence and data management as part of the market research efforts to enhance taxpayer interactions.

The IRS has issued a Sources Sought Notice to gather information from contractors with expertise in customer experience research. This initiative is aimed at developing a Blanket Purchase Agreement (BPA) for collecting and analyzing quantitative and qualitative customer data through methods like surveys and focus groups. Contractors are expected to design tools that will measure customer experience and identify areas for improvement, adhering to IRS standards and addressing government-wide reporting requirements. The announcement outlines the requirement for contractors to have relevant experience with underserved populations and the potential for data collection through social media. It proposes a modular survey approach, which would utilize multiple short surveys instead of a single long one. Responses are requested by October 8, 2024, via email, with an emphasis on detailing past relevant experiences and methodologies. This notice serves as a preliminary measure to gauge market capabilities and does not guarantee a formal RFP or contract; the government's commitment is limited to informational purposes. Interested parties are encouraged to respond with detailed experience to inform possible acquisition strategies, indicating a focus on improving customer experience within the IRS framework.