Sources Sought Notice for IRS Customer Experience Research
ID: 2032H8-24-N-00100Type: Sources Sought
Overview

Buyer

TREASURY, DEPARTMENT OF THEINTERNAL REVENUE SERVICENATIONAL OFFICE - PROCUREMENT OBONEW CARROLLTON, MD, 20706, USA

NAICS

Administrative Management and General Management Consulting Services (541611)

PSC

SUPPORT- PROFESSIONAL: MARKET RESEARCH/PUBLIC OPINION (R422)

Original Source

https://sam.gov/opp/be0d6e16b9e84499aa8e02d89e524c97/view
Timeline
    Description

    The Internal Revenue Service (IRS) is seeking contractors to support its Customer Experience Research initiative through a Blanket Purchase Agreement (BPA). The primary objective is to gather and analyze both quantitative and qualitative customer experience data using various market research methods, including surveys and focus groups, to enhance taxpayer service and compliance. This effort aligns with the IRS's mission to improve service quality and is critical for understanding taxpayer needs and expectations. Interested parties must submit their responses, including a capabilities statement and answers to specific questions, by 2:00 PM EDT on October 8, 2024, to Mathew Nelker at Mathew.Nelker@irs.gov. This notice serves as a preliminary market research tool and does not guarantee a formal solicitation or contract.

    Point(s) of Contact
    Mathew Nelker
    Mathew.Nelker@irs.gov
    Files
    Title
    Posted
    DRAFT PWS - IRS Customer Experience Research 9-17-24.pdf
    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.
    Sources Sought Notice and Questionnaire - IRS Customer Experience Research .pdf
    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.
    Lifecycle
    Title
    Type
    Sources Sought Notice for IRS Customer Experience Research
    Currently viewing
    Sources Sought
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