CONTACT CENTER SUPPORT DIVISION (CCSD) SUPPPORT
ID: CCSD1736378Type: Sources Sought
Overview

Buyer

TREASURY, DEPARTMENT OF THEINTERNAL REVENUE SERVICEMIDWEST REGIONCHICAGO, IL, 60606, USA

NAICS

Administrative Management and General Management Consulting Services (541611)

PSC

IT AND TELECOM - IT MANAGEMENT SUPPORT SERVICES (LABOR) (DF01)

Original Source

https://sam.gov/opp/9f504fb455144a73b10f4fea8f1eaf40/view
Timeline
    Description

    The Department of the Treasury's Internal Revenue Service (IRS) is seeking qualified vendors to provide support for the Contact Center Support Division (CCSD) through a Sources Sought Notice. The IRS aims to identify small businesses with expertise in Cisco's Intelligent Call Manager (ICM) for call routing and scripting, as well as capabilities in system monitoring, project management, and contact center infrastructure management. This initiative is critical for enhancing the efficiency of the IRS's extensive toll-free network, which serves taxpayers across the United States. Interested vendors must submit a Statement of Capability by January 7, 2025, addressing their experience and capacity, with a maximum of ten pages. For further inquiries, vendors can contact Kayla Dicks at kayla.j.dicks@irs.gov.

    Point(s) of Contact
    Kayla Dicks
    kayla.j.dicks@irs.gov
    Files
    Title
    Posted
    CCSD Source of Sought Notice_.pdf
    The Department of the Treasury's Internal Revenue Service (IRS) is issuing a Sources Sought Notice (SSN) to identify potential vendors capable of supporting the Contact Center Support Division (CCSD) through administrative management and consulting services. This notice, intended for market research, is not a solicitation but seeks to gather information from vendors, particularly small businesses, with expertise in Cisco's Intelligent Call Manager, server administration, project management, and related areas to enhance IRS contact center operations. Interested vendors are requested to submit a Statement of Capability by January 15, 2025, including company information and technical abilities in the specified areas. The IRS emphasizes the need for contractors with the capacity to manage significant contracts, demonstrating technical proficiency and logistical capabilities. The SSN aims to outline vendor requirements for future procurement opportunities in supporting the IRS’s mission of effective contact center service delivery.
    CCSD Source of Sought Notice.pdf
    The Department of the Treasury's Internal Revenue Service (IRS) has issued a Sources Sought Notice (SSN) as part of its market research under the Federal Acquisition Regulation (FAR) Part 10. This inquiry seeks to identify potential vendors, particularly small businesses, capable of supporting the Contact Center Support Division (CCSD) with expertise in various IT and telecommunications services, including Cisco call routing and scripting support, and contact center infrastructure management. The IRS emphasizes that this notice is not a solicitation for proposals but a means to gather information on vendor capabilities. Interested vendors are invited to submit a Statement of Capability addressing specific criteria related to their experience, capacity, and business status, with an emphasis on managing contracts of substantial magnitude. Responses are limited to ten pages and due by January 7, 2025. This document serves as an essential step in aligning the IRS's goals for effective contact center operations and ensures that vendors understand the requirements necessary for future procurement opportunities within the CCSD framework.
    Source of Sought Notice Drafted PWS.pdf
    The Performance Work Statement (PWS) outlines the requirements for Contractor support to the Contact Center Support Division (CCSD) of the IRS, which manages the largest civilian toll-free network in the U.S. The PWS emphasizes the need for technical expertise in various areas, including call routing, system monitoring, and project management to enhance service efficiency across 32 contact center locations. The overarching aim is to reduce costs, improve operational efficiency, and ensure compliance with Congressional mandates to optimize taxpayer service. Key tasks include labor-hour and fixed-price activities, such as orientation briefings, knowledge transfer, and ongoing system administration support. Additional responsibilities involve supporting COTS products, incident management, workforce management, and conducting analytical assessments related to IRS operations using advanced techniques including AI. Moreover, the document details the necessity of regular reporting, configuration management, and integration of new technologies to enhance taxpayer experience. Special focus is placed on managing live assistance capabilities to adapt to evolving customer needs through updated technology like voicebots and chat services. Overall, this PWS aims to maintain a high-quality, responsive IRS contact center operation that effectively meets the demands of the taxpayer population.
    Lifecycle
    Title
    Type
    CONTACT CENTER SUPPORT DIVISION (CCSD) SUPPPORT
    Currently viewing
    Sources Sought
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