IR Mod_IRIS_UI PWS TAS_OPS_LE_12.10.24.docx

PERFORMANCE WORK STATEMENT (PWS)

For Taxpayer Advocate Service (TAS): Operations Support (OPS): Learning & Education (L&E): Development of Experiential Activities, Workshops, and Case Studies

PERFORMANCE WORK STATEMENT (PWS) for Instructional Designer to Create Experiential Activities, Workshops, and Case Studies

INTRODUCTION AND BACKGROUND

The Internal Revenue Service (IRS), Taxpayer Advocate Service (TAS), Operations Support (OPS), Learning & Education (L&E) oversees the development and delivery of all TAS-specific training. This includes administration and support for Integrated Talent Management course documentation and reports, and coordination with IRS’s Human Capital Office training component. TAS oversees the development and delivery of the training programs for newly hired Case and Intake Advocates. Due to the demands of other organizational priorities, it is essential for a contract Instructions Designers to support the course development needs for TAS L&E organization.

OBJECTIVES

The objective of this contract is to acquire Instructional Designing services from a contractor team responsible for the development of experiential activities, workshops, and case studies for Taxpayer Advocate Service (TAS) employees. The contractor will work closely with the Director and Deputy Director, Operations Support (OPS) and the Learning & Education (L&E) Staff, to create activities, workshops, and case studies to enhance training engagement to meet program objectives.

This effort aligns with TAS Operations Goals, Objectives, and Activities:

· Implement TAS’ redesigned training program to develop our new employees while ensuring our existing employees’ technical and soft skills are consistently strengthened. The focus is on allowing our employees to grow professionally while providing expert taxpayer service.

· Assess current training content and develop experiential activities, workshops, and case studies for our foundational and advanced training program content.

SCOPE OF WORK AND DESCRIPTION OF TASKS

The current content curriculum is Foundational Case Advocate Training, which includes account, examination, and collection topics. The training includes knowledge checks, summary exercises, and small group activities and is delivered via MS Teams. TAS has been tasked to transition to a face-to-face training for the 10 lessons in the account’s issues course, which will also contain some virtual components. The 4 lessons in examination and the 6 lessons in the collection courses will remain virtual.

The contract shall provide Instructional Designing services meeting Section 508 compliance standards on an as-needed basis for TAS course development project managers who lead teams with Subject Matter Experts working in Taxpayer Advocate Services.

Description of Tasks

· Detailed Assessment of Training Materials and Recommendations:

The contractor shall provide a thorough technical assessment of TAS’s existing training materials to identify gaps, redundancies, and improvement opportunities. This review includes both content and mode of delivery.

Deliverable/Work Product:

· Requirements Gathering Materials: Documents (e.g., questionnaires, data collection tools) used to understand current training objectives and constraints.

· Requirements Gathering Meeting Minutes: Summaries of key points, decisions, and action items from meetings with TAS stakeholders regarding training requirements.

· Detailed Assessment of TAS Existing Training Material and Recommendations Report: A comprehensive analysis with identified areas for improvement, suggestions for content enhancement, and recommended delivery methods.

· Design and Development of Experiential Learning Activities, Workshops, and Case Studies:

The contractor shall create experiential learning activities, workshops, and case studies that leverage adult learning theories, principles of Technology-Enabled Learning (TEL), and 508 compliance standards. These activities should address the interplay of people, processes, and technology, and align with IRS security requirements.

Deliverable/Work Product:

· Draft Experiential Learning Activities, Workshops, and Case Studies: Initial versions for review and feedback, ensuring compliance with TEL methodologies and adult learning strategies.

· Final Experiential Learning Activities, Workshops, and Case Studies: Refined, fully compliant materials ready for deployment in TAS’s training programs.

· Project Management and Quality Assurance:

The contractor shall employ robust project management and quality assurance practices throughout the engagement. This includes maintaining timelines, budgets, and scope; tracking action items; ensuring adherence to quality standards; and evaluating outcomes against established benchmarks.

Deliverable/Work Product:

· Project Management Plan: Outlines the project’s scope, schedule, resources, risks, communication strategies, and integration with TAS objectives.

· Quality Assurance Plan: Defines processes and standards for ensuring the quality, consistency, and accuracy of all deliverables and work products.

· Action Item Tracker: A dynamic log of all tasks, responsibilities, deadlines, and status updates to maintain project transparency and accountability.

· Monthly Status Reports: Provide updates on project progress, any deviations from the schedule, risks identified, mitigation strategies, and accomplishments for the reporting period.

· Quarterly Quality Assurance Reports: Summaries of quality checks performed, findings, corrective actions taken, and improvements implemented over the quarter.

· End of Project Summary Report: A comprehensive wrap-up detailing final deliverables, outcomes, lessons learned, and recommendations for future enhancements to TAS training.

4. KEY PERSONNEL

Key Personnel Qualifications: Key Personnel assigned to this task order shall be identified by labor category, name, and resume qualifying certain skill levels and years of experience necessary to perform the required tasks. Resumes shall demonstrate the individuals’ qualifications and capabilities to perform the required activities. Complete Key Personnel chart.

The offeror shall identify certain positions or roles and associated labor categories considered to be Key Positions. The contractor shall submit the name and resume of the contractor employee proposed in each Key Position. No substitution or replacement of the key personnel shall be permitted without Government approval. Contractor employees identified as Key Personnel shall be dedicated to this task order. If any changes in the proposed key personnel become necessary during actual performance, the contractor shall provide written notification 30 days in advance. In the event of a sudden change in key personnel, the contractor shall provide written notice to the Contracting Officer (CO) within 3 calendar days of the event. For any substitution, the contractor shall submit justification with a proposed substitute whose qualifications are equal to or greater than the person being replaced, along with a 1 to 2-page introductory summary, in sufficient detail to permit evaluation within 10 calendar days of notification of a substitution.

The name of key personnel and any alternates who shall act within specified key roles under this task order shall be designated in writing to the Contracting Officer and may, with the consent between the Contracting Officer, Contracting Officer Representative (COR), and contractor be amended from time to time during the course of this award to either add or delete personnel as appropriate. The government reserves the right to disapprove the proposed substitutes and negotiate for an acceptable replacement.

· Serves as the primary point of contact with the Government’s Contracting Officer Representative (COR)

· Ensures project milestones, budgets, and deliverables are met according to schedule.

· Experience: Minimum 7+ years of experience managing training development or instructional design projects.

· Certification Required: Project Management Professional (PMP).

· Oversees the development of experiential learning activities, workshops, and case studies.

· Provides guidance and quality assurance for all instructional materials and deliverables.

· Reviews all instructional materials for accuracy, clarity, and adherence to style and brand guidelines.

· Ensures content is free of typographical, formatting, and technical errors before final delivery.

· Conducts user testing and evaluation of learning materials to identify areas for improvement.

· Experience: 3–5 years of experience in instructional design, developing training content, and applying adult learning principles.

· Advanced degree in Instructional Design, Education, or related field; a recognized professional certification such as the Certified Professional in Talent Development

· Experience: Minimum 7+ years of progressive experience in instructional design, curriculum development, and adult learning methodologies.

· Certification Preferred: Advanced degree in Instructional Design, Education, or related field; a recognized professional certification such as the Certified Professional in Talent Development (CPTD, formerly CPLP) or similar is preferred.

· Collaborates with Subject Matter Experts (SMEs) to analyze content needs and craft appropriate learning activities.

· Ensures consistency, accuracy and compliance with Section 508 accessibility standards.

· Experience: 3–5 years of experience in instructional design, developing training content, and applying adult learning principles.

· Certification Preferred: A professional certificate in Instructional Design, eLearning, or ATD Instructional Design certificate is desirable. A degree in Instructional Design Educational Technology, or related field. A master’s degree is preferred but not required.

5. SPECIALIZED EXPERIENCE AND KNOWLEDGE

In the area of program management, the contractor shall have certified Project Management Professionals (PMP) on their team. Additionally, the contractor shall have experience with managing complex programs and shall also have demonstrated IRS experience in the development of training and educational materials.

The contractor shall have expertise with adult learning theories, practices, and techniques in instructional design of experiential learning activities, workshops, and case studies.

Instructional Designers provided by the contractor shall meet the following qualifications:

· A minimum of three to five (3-5) years of experience in instructional design, specifically focused on creating experiential learning activities, workshops, and case studies for adult learners in professional environments.

· Demonstrated experience working with Technology-Enabled Learning (TEL) solutions, including proficiency in e-learning platforms and course authoring tools.

· A strong understanding of adult learning principles and methodologies, particularly in designing training programs that align with organizational objectives and competencies.

· Knowledge of Section 508 compliance standards and experience developing accessible training content that meets federal guidelines for accessibility.

· A degree in Instructional Design Educational Technology, or related field. A master’s degree is preferred but not required.

· Experience working with federal agencies or within government environments is highly desirable.

The contractor shall ensure that the proposed Instructional Designers demonstrate these qualifications in their resumes and include relevant project experience as evidence of their capability to perform the required tasks

6. PLACE OF PERFORMANCE

Work shall be primarily done at the contractor’s site. Under this task order telework is permissible, the contractor must ensure compliance with all applicable security related clauses regardless of where the work is performed. contractor employees will be expected to use the government spaces provided for this task order when/if needed for onsite support. Contractor personnel shall be prepared to report on-site/government facility, as requested within two (2) hours ‘of notice for mandatory meetings.

7. PERIOD OF PERFORMANCE

The period of performance of this task order shall be a base period of twelve (12) months from date of award, plus four (4) 12-month option periods.

8. PROJECT MANAGEMENT AND REPORTING REQUIREMENTS

The contractor shall designate a Project Manager (PM) responsible for overseeing all aspects of this task order and for serving as the primary point of contact with TAS and IRS.

The contractor shall provide:

· Monthly Status Reports: The PM shall submit a monthly status report detailing progress on deliverables, any issues encountered, and anticipated challenges or changes in the timeline.

· Monthly Performance Reviews: The contractor shall meet with the Contracting Officer’s Representative (COR) monthly to review progress, discuss any modifications, and ensure alignment with task order objectives.

· End-of-Project Summary Report: Upon completion of the project, the contractor shall submit a comprehensive report summarizing the activities performed, outcomes achieved, and lessons learned.

The contractor shall use a project management platform accessible to the COR, allowing for real-time monitoring of project milestones and tasks.

9. DELIVERABLES/DELIVERY SCHEDULE

Precisely describe the items to be delivered, both during the period of performance and at completion of the task order. Deliverables should be referenced back to their requirement in the Specific Tasks section. Describe the schedule either in terms of calendar days from the date of Task Order award or in calendar days when other projects or program elements are dependent on the delivery (e.g., 10 calendar days after draft plan is approved). All documentation tied to planning increments and releases is to be updated when a planning increment or release occurs. The table below provides an example list of deliverables.

Final - X calendar days after acceptance of draft

Final - X calendar days after acceptance of draft

Updated weekly

10. REVIEW OF DELIVERABLES

a) The Government will perform an initial review of deliverables, and if problems are encountered during the review, the contractor must correct them. If necessary, a meeting may be convened to resolve any differences. The contractor shall make all required changes to achieve an acceptable deliverable. The Government will perform its review within approximately X business days from receipt of the deliverable.

b) When the review of a deliverable results in necessary modifications, the Government will, in accordance with the approved task order schedule, provide the necessary documentation to correct the deliverable. It will then be the responsibility of the contractor to properly and consistently incorporate the comments in the final product.

11. OTHER DIRECT COST/TRAVEL

Travel and per diem will be reimbursed at actual cost in accordance with the limitations set forth in FAR 31.205-46 and the General Services Administration’s Federal Travel Regulations. Profit shall not be applied to the travel costs. Local travel may be required for on-site meetings, etc.

The contractor shall provide a travel voucher statement for all travel. The voucher shall ensure verification of costs incurred for local travel under the contract is allowable, allocable, reasonable, and in accordance with regulation FAR 31.205.46. The contractor shall attach the voucher and receipts to the monthly invoice.

12. QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

The Government shall evaluate the contractor’s performance under this contract in accordance with the Government’s Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on how the Government will ensure that the contractor has performed in accordance with the performance standards. The Quality Assurance Surveillance Matrix (QASM) is contained within the QASP and defines how the performance standards will be applied, the frequency of surveillance, the rating standard, and the person(s) responsible for surveillance. The Quality Assurance Surveillance Form is also contained in the QASP and will be used by the Government to record the results of the surveillance.

The quality of services performed under this task order shall conform to the highest standards in the industry. The contractor shall immediately notify the COR of problems or situations that could negatively impact compliance with the provisions of the task order and the plan the contractor shall implement to resolve problems. The designated COR/ACORs will participate in the administration of this task order by evaluating contractor performance, inspecting, and accepting services for the Government, and providing a report of inspection as well as contractor performance assessments to the CO.

13. SECURITY AND DATA PROTECTION

The contractor shall comply with all IRS and federal security standards, including data protection protocols, cybersecurity requirements, and information confidentiality measures.

Key requirements include:

· Compliance with IRS Security Policies: All contractor personnel must be familiar with and comply with IRS-specific security policies when accessing, handling, or storing data.

· Background Checks: All contractor personnel assigned to this task order must undergo background checks and obtain any necessary clearances prior to accessing IRS facilities or systems.

· Secure Handling of Training Materials: Any training materials or course content that includes sensitive or proprietary information shall be securely handled and stored in accordance with IRS guidelines.

14. DELIVERABLE OWNERSHIP

The Contractor shall not retain, use, sell, or disseminate copies of any deliverable that contains information covered by the Privacy Act of 1974, Internal Revenue Code section 6103 or that which is generally protected from public disclosure by an exemption to the Freedom of Information Act.

IRS owns the rights to all data and records produced as part of this contract. All deliverables under the contract are the property of the U.S. Government for which IRS shall have unlimited rights to use, dispose of, or disclose such data contained therein as it determines to be in the public interest. Any Contractor rights in the data or deliverables must be identified as required by FAR 52.227-11 through FAR 52.227-20.

15. GOVERNMENT FURNISHED EQUIPMENT/PROPERTY (GFE/P) and GOVERNMENT FURNISHED INFORMATION (GFI)

The Government anticipates, but does not guarantee, that it will provide the following GFP in the performance of this task order.

All required GFI will be provided to the contractor upon task order award. At the end of this task order, the disposition of GFI shall be in accordance with FAR 52.245.5. All IRMs are available to the public at IRS.gov.

INFORMATION ITEMS:

IRM 2.15, Enterprise Architecture

IRM 2.16, Enterprise Life Cycle

IRM 2.22.1, Unified Work Request (UWR) Process

IRM 2.100, Integrated Process Management

IRM 2.110, Requirements Engineering

IRM 2.127, Testing Standards and Procedures

IRM 2.148.2.5.3, KISAM Ticket

IRM 10, Security, Privacy and Assurance

16. PACKAGING, PACKING, AND SHIPPING INSTRUCTIONS IF NOT APPLICABLE TO TASK ORDER, DELETE SECTION

The contractor shall ensure that all items are preserved, packaged, packed, and marked in accordance with best commercial practices to meet the packing requirements of the carrier and to ensure safe and timely delivery at the intended destination. All data and correspondence submitted shall reference:

1. The <Contract Vehicle> Task Order Authorization Number

2. The requiring activity

3. The name and contact information of the COR.

Containers shall be clearly marked as follows:

1. Name of contractor

2. The Task Order Authorization Number

3. Description of items contained therein

4. Consignee(s) name and address

17. INSPECTION AND ACCEPTANCE CRITERIA

The Government is requiring offerors to submit a proposed Quality Control/Quality Assurance Plan.

The contractor shall ensure that all deliverables are clearly marked with the contract number and task order number and visible on all shipping/service documents, containers, and invoices.

Inspection will be at the same place as performance and delivery, unless otherwise specified.

The Government will inspect all intermediated products/artifacts and/or documentation, and instruction as they are presented to minimize the effects of any misunderstandings to determine if the contractor has provided the necessary information, artifacts, and documentation to meet this requirement.

18. OTHER PERTINENT INFORMATION OR SPECIAL CONSIDERATIONS

The COR will review, for completeness, preliminary or draft products that the contractor submits, and may return them to the contractor for correction. The absence of comments by the COR will not relieve the contractor of the responsibility for complying with the requirements of this work statement. Final approval and acceptance of products required herein shall be by letter of approval and acceptance by the COR. The contractor shall not construe any letter of acknowledgment of receipt of products as a waiver of review, or as an acknowledgment that a product is in conformance with this work statement. Any approval given during preparation of a product, or approval for shipment shall not guarantee the final acceptance of the completed product.

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21. PERFORMANCE REQUIREMENTS SUMMARY

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22. ACRONYMS

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