CCSD Source of Sought Notice_.pdf

DEPARTMENT OF THE TREASURY

INTERNAL REVENUE SERVICE

WASHINGTON, DC 20224

CONTACT CENTER SUPPORT DIVISION (CCSD) SUPPPORT

Sources Sought Notice

1. SOURCES SOUGHT:

THIS SOURCES SOUGHT NOTICE (SSN) IS RELEASED PURSUANT TO FEDERAL

ACQUISITION REGULATION (FAR) PART 10, MARKET RESEARCH.

This SSN is issued solely for information and planning purposes only and shall not be construed as either a solicitation or the obligation on the part of Government. This is NOT a solicitation for proposals, proposal abstracts or quotations. This notice is for market research purposes only.

Further, this SSN does not commit or guarantee the Government will issue any solicitation for the described requirements in the future.

The North American Industry Classification Systems (NAICS) Code proposed for the requirement is 541611 - Administrative Management and General Management Consulting Services. The size standard is $24.5. Comments on this NAICS and suggestions for alternatives must include supporting rationale. The PSC that is intended for this acquisition is DF01 IT and Telecom- IT Management Support Services (Labor).

No reimbursement will be made for any costs associated with providing information in response to this announcement or any follow-up information requests. This notice is published to gain knowledge of potential vendors capable of providing services for the draft Performance Work Statement (PWS) “Contact Center Support Division (CCSD) Support”.

Vendors with the skill and capability necessary to perform the various requirements described in the attached draft PWS are invited to provide a response per the requirements listed below.

Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted. Respondents will not be notified of the results of this analysis. All data received in response to this SSN that is marked or designated as corporate or proprietary information will be fully protected from release outside the Government. The Government shall not be liable for or suffer any consequential damages for any proprietary information not properly identified.

Proprietary information will be safeguarded in accordance with all applicable Government regulations. All documentation shall become the property of the Government and will not be returned.

2. OBJECTIVES:

Technical Capabilities

● The Internal Revenue Service (IRS) seeks to identify potential vendors with the skills and capabilities necessary to perform the requirements outlined in the attached draft PWS. The IRS is looking to identify small businesses.

3. BACKGROUND:

The Contact Center Support Division (CCSD) has a need for Contractor support with expertise in the areas of Cisco’s Intelligent Call Manager (ICM) Call Routing and Scripting, Domain

Management and Support, Contact Center Commercial Off-the Shelf (COTS) support, Server Administration, System monitoring support, Operations of intra-day support, Engineering, Architecture design, Portfolio/Project Management, release schedule management and quantitative and qualitative analytical support for its Enterprise solution to route calls to a multi call site virtual contact center. These requirements align and support the overall Internal Revenue Service contact center mission and service objectives.

The Contractor shall provide technical integration and ongoing professional services, in support of IRS’ Cisco Unified Contact Center Enterprise (UCCE) environment, to include but not limited to, scripting changes reflective of the Contact Center Enterprise business call routing rules, as well as, support to existing IRS Contact Center infrastructure platforms.

4. SUBMISSION INFORMATION:

See attached PWS for the draft requirements for “Contact Center Support Division (CCSD) Support”. The company's standard format is acceptable; however, the limit for all responses is not to exceed ten (10) single-sided pages, 10 font size, 8 ½ x 11-inch pages, excluding any cover page. Response shall address the following:

A. General Information:

1. Company Name

2. Company Address;

3. Company Point of Contact, Phone and Email address;

4. Unique Entity Identifier (UEI) Number;

5. Business status (i.e., small business, disadvantaged, Hub Zone, woman-owned, etc.); If business size varies depending upon contract vehicle, please specify;

6. Brief description of the company's business size;

7. List any contract vehicle along with the associated contract number and task area(s) appropriate for this notice; and list related North American Industry Classification System (NAICS) Code that you offer as it relates to this project.

B. Technical Capabilities:

The vendor’s capability statement shall address the following to the contractor’s capability to perform the requirement of this performance work statement:

Magnitude: Contracts equal to or greater than $10M in annual value.

Statement 1 The contractor’s ability to manage, as prime contractor, the types and magnitude of taskings in the PWS.

Statement 2 The contractor’s technical ability, or potential approach to achieving the technical ability, to perform at least 50% of the cost of the contract/task order incurred for personnel with its own employees.

Statement 3 The contractor’s capacity, or potential approach to achieving capacity, to conduct the requirements of the PWS. For the purposes of this Capability Statement, capacity shall refer to matters such as the magnitude of the tasking, the amount of equipment or facilities involved, and the size of the staff needed.

Statement 4

Is the contractor interested in submitting a proposal to support this requirement?

5. DUE DATE:

Vendors capable of providing these services should submit a Statement of Capability containing the above reference information via e-mail to Contract Specialist, Kayla Dicks, at Kayla.J.Dicks@irs.gov no later than 10AM Eastern Time Zone, Wednesday, January 15, 2025.

Responses shall not exceed 10 pages and shall not contain any brochures, advertising or any other type of generic, extraneous, graphic literature or documents that have not been requested and are not relevant or essential in demonstrating the vendor’s ability to provide the required services. Vendors may provide links to relevant websites, as appropriate. Vendors shall not provide exterior links for the IRS to access its response to this SSN.

Vendors shall reference “SSN Response - CCSD” in the subject line of their response email as well as in the subject line of any e-mail correspondence referencing this notice.

** THE GOVERNMENT WILL NOT RESPOND TO PHONE CALLS REGARDING THIS

NOTICE **

Thank you for your interest.