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/08ea8154ba274870ad699f334fdcaa3e/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 other IT and telecommunications services to enhance the efficiency of its extensive contact center operations across 32 locations. This initiative is crucial for optimizing taxpayer service, reducing costs, and ensuring compliance with Congressional mandates. Interested vendors must submit a Statement of Capability by January 7, 2025, addressing their experience and capacity, with responses limited to 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) 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
    Similar Opportunities
    ISS REQUEST FOR INFORMATION
    Active
    Treasury, Department Of The
    The Department of the Treasury, specifically the Internal Revenue Service (IRS), is seeking information from small businesses regarding their capabilities to support the Infrastructure Shared Services (ISS) Program through a Request for Information (RFI). The IRS aims to acquire expertise in program/project management, systems development, architecture engineering, systems integration, and operations and maintenance support to enhance its technological framework and ensure continuous operations in alignment with legislative mandates. This initiative is part of a broader strategy to engage small businesses in federally funded projects, with the RFI designated as a 100% Total Small Business Set-Aside, and responses are due by December 26, 2024. Interested vendors should contact Greg Lombardozzi at Greg.j.lombardozzi@irs.gov or JW Terry at JW.R.Terry@irs.gov for further details.
    IRS Clean Energy System Development Support Services
    Active
    Treasury, Department Of The
    The Department of the Treasury, specifically the Internal Revenue Service (IRS), is seeking qualified vendors to provide Clean Energy System Development Support Services as part of a Sources Sought notice. The primary objective is to engage vendors capable of delivering technical, management, and quality control services for the development and integration of a cloud-based Clean Energy solution, which will facilitate the IRS's compliance with legislative mandates and enhance the processing of tax credits related to renewable energy investments. This initiative is crucial for improving operational efficiency and ensuring accountability in the IRS's clean energy initiatives under the Inflation Reduction Act. Interested parties should contact Linda D. Payton at linda.d.payton@irs.gov or John R. Sims at john.r.sims@irs.gov for further details, as the opportunity is set aside for small businesses and aims to gather insights to inform future solicitations.
    Core Individual Tax Processing Modernization and Operations & Maintenance Support Services
    Active
    Treasury, Department Of The
    The Department of the Treasury, specifically the Internal Revenue Service (IRS), is seeking qualified vendors to provide modernization and operations & maintenance support services for the Core Individual Tax Processing system. The primary objective of this procurement is to replace the outdated Individual Master File (IMF) system with a modern tax processing solution, structured into two phases, with a focus on enhancing taxpayer data access and improving operational efficiency. This initiative is crucial for modernizing the IRS's IT infrastructure, ultimately aiming to enhance taxpayer experience through increased accuracy and accessibility of tax processing services. Interested parties should direct inquiries to Tametha Morrow at proc.apmo.mr@irs.gov, with responses to the Request for Information (RFI) due by December 31, 2024, and a detailed company profile submission deadline set for December 5, 2024.
    Platform Site Reliability Engineering (SRE) Setup and Support
    Active
    Treasury, Department Of The
    The Department of the Treasury, specifically the Internal Revenue Service (IRS), is seeking contractors for a Platform Site Reliability Engineering (SRE) Setup and Support initiative aimed at enhancing the agency's digital transformation efforts. The primary objectives include automating development processes, improving application reliability, and implementing service-level objectives to ensure efficient performance and security management across cloud-native applications. This procurement is critical for the IRS as it strives to streamline operations, enhance user experiences, and align IT solutions with strategic enterprise goals through modernized systems. Interested parties should contact Luzmila V. George at luzmila.v.george@irs.gov or Greg Lombardozzi at Greg.J.Lombardozzi@irs.gov for further details, with responses to the sources sought notice encouraged before the deadline of December 20, 2024.
    IRS OCRO - Enterprise Research and Analysis Services (ERAS)
    Active
    Treasury, Department Of The
    The Department of the Treasury, specifically the Internal Revenue Service (IRS), is seeking small business contractors to provide Enterprise Research and Analysis Services (ERAS) for its Office of the Chief Risk Officer (OCRO). The procurement aims to enhance the IRS's risk and audit management capabilities through a hybrid contract structure, which includes a base period of 12 months and two optional periods. The services required encompass risk research and analysis, data analytics, audit management, and incident response management, all critical for safeguarding IRS operations and improving organizational effectiveness. Interested firms must submit a capabilities statement detailing their qualifications and methodologies by contacting Sheila Miller at sheila.r.miller@irs.gov or by phone at 240-613-7423.
    OES LEADERSHIP TEAM IT RESEARCH & ADVISORY SUPPORT SERVICES
    Active
    Treasury, Department Of The
    The Department of the Treasury, specifically the Internal Revenue Service (IRS), is seeking vendors to provide IT research and advisory support services for the Bureau of Engraving and Printing (BEP). The primary objective of this procurement is to develop and implement a comprehensive enterprise-wide IT strategy, governance framework, and compliance program, addressing the BEP's challenges in IT modernization, security, and data management. This initiative is crucial for enhancing operational efficiency and decision-making within the BEP, which plays a vital role in producing security documents for the U.S. The contract will have a one-year base period from April 1, 2025, to March 31, 2026, with a Request for Information (RFI) deadline for vendor submissions set for December 31, 2024, by 5:00 PM EDT. Interested parties can contact Aisha Lee at Aisha.Lee@bep.gov or Adrienne Spruill at adrienne.m.spruill@irs.gov for further details.
    IRS Large Business & International Royalty IP Database subscription services
    Active
    Treasury, Department Of The
    The Department of the Treasury, through the Internal Revenue Service (IRS), is seeking proposals for subscription services to a Royalty Intellectual Property (IP) Database to support its Large Business & International (LB&I) division. The objective is to provide IRS employees with comprehensive access to IP and service transactions, featuring robust search capabilities, user-friendly interfaces, analytic tools, and extensive training and support from the vendor. This initiative is crucial for enhancing the IRS's data-driven decision-making and auditing capabilities regarding complex international transactions and intercompany pricing. Interested small businesses must submit their proposals by December 23, 2024, with a contract period starting February 1, 2025, and can contact Megan Kelly at Megan.E.Kelly@irs.gov or Daniel Rapoport at daniel.s.rapoport@irs.gov for further information.
    Instructional Designer
    Active
    Treasury, Department Of The
    The Department of the Treasury, specifically the Internal Revenue Service (IRS), is seeking qualified contractors to provide instructional design services for the Taxpayer Advocate Service (TAS). The primary objective of this procurement is to develop experiential activities, workshops, and case studies aimed at enhancing the training programs for TAS employees, ensuring alignment with adult learning principles and compliance with Section 508 accessibility standards. This initiative is crucial for improving employee training effectiveness and taxpayer service quality within the IRS. Interested parties should submit their responses to the Request for Information (RFI) by January 13, 2025, and can direct inquiries to Lori Wingrove at lori.j.wingrove@irs.gov or Cynthia Pittman at Cynthia.l.pittman@irs.gov.
    TEOAF_Financial and Data Analysis Support Services_Synopsis
    Active
    Treasury, Department Of The
    The Department of the Treasury, specifically the Internal Revenue Service (IRS), is seeking qualified contractors to provide Financial and Data Analysis Support Services for the Treasury Executive Office for Asset Forfeiture (TEOAF). The primary objective of this procurement is to assist TEOAF in transitioning to a new financial management platform, the Administrative Resource Center (ARC), which includes responsibilities such as data analysis, process documentation, and compliance with federal reporting standards. This initiative is crucial for enhancing TEOAF's financial operations and ensuring the effective management of asset forfeiture programs that disrupt criminal activities. The solicitation (RFP 2032K925Q0001) will be available on December 11, 2024, with a closing date set for January 11, 2025. Interested vendors should contact Ricky Callahan Jr. at Ricky.l.callahanjr@irs.gov for further information.
    IRS Digital Transformation Efforts
    Active
    Treasury, Department Of The
    Special Notice: Treasury, Department of the Internal Revenue Service (IRS) is planning to digitally transform its high priority, paper-based processes using Inflation Reduction Act (IRA) funding. This effort aims to improve efficiency and streamline operations. The IRS is seeking to apply this funding towards the procurement of services and solutions that will support its digital transformation efforts. The IRS has provided an overview of this initiative in an attached Informational Notice. For more information, please contact Michael Oliver at Michael.Oliver2@irs.gov or Rebecca Katz at rebecca.h.katz@irs.gov. The place of performance for this procurement is Lanham, MD, USA.