VITA_ETSA_Q6QT0107C0000_amendment_3.pdf

TABLE OF CONTENTS

ELECTRONIC TAX PREPARATION AND TRANSMISSION SOFTWARE AND SUPPORT

(ETSA)

REQUEST FOR PROPOSAL NO. Q6QT0107C0000

ELECTRONIC TAX PREPARATION AND TRANSMISSION SOFTWARE AND

SUPPORT (ETSA)

Section I: Statement of Work Section II: Contract Requirements Section III: Contract Clauses Section IV: Solicitation Provisions Section V: Solicitation Instructions Section VI: Evaluation Criteria and Basis of Award Section VII: Representations and Certification Section VIII: List of Attachments

SECTION I – STATEMENT OF WORK

1. Objective

The purpose of this Statement of Work (SOW) is to establish one (1) single award Indefinite Delivery/Indefinite Quantity (IDIQ) contract to procure commercial off the shelf (COTS) Tax Preparation Software which may be customized to meet IRS regulatory, security and privacy standards, Software maintenance, Reporting capabilities, Customer support services, Help desk support, Training for software users, and Training Materials for IRS use.

2. Background

The Stakeholder Partnerships, Education and Communication (SPEC) organization within Customer Assistance, Relationships and Education (CARE), provides free electronic tax preparation for taxpayers who are generally low-income, elderly, disabled or have limited English proficiency. This service is provided nationwide in approximately 12,000 volunteer sites. The majority of return preparation is performed by certified volunteers.

Over each of the last three years, approximately 3.6 million Federal returns and 2.7 million state returns were processed at these sites by over 96,000 volunteers, partners and employees.

Generally sites operate from January (beginning of E file) through April 15. Some sites remain open year around.

2.1. SPEC:

2.1.1. Volunteer Income Tax Assistance (VITA)

SPEC partners with Community Based Coalitions, Non-profit Organizations, and local City and State Governmental Agencies to provide free tax preparation services. These agencies support the Volunteer Income Tax Assistance (VITA) program. VITA partners and volunteers prepare basic tax returns for low-income taxpayers, who are U.S.

citizens, residents and non-resident aliens. All tax preparation is performed by a certified volunteer with the taxpayer present or taxpayer self-prepared with the assistance of a certified volunteer. These returns generally include income from wages.

VITA sites are located at neighborhood community centers, libraries, churches, shopping malls and other locations that are convenient to the taxpayer, to include a supplemental program for taxpayers living abroad or near U.S. embassies overseas.

Internet accessibility is to be determined by location.

SPEC also partners with the Armed Forces Tax Council to provide free return preparation for active and retired military personnel at military bases and ships across the nation and internationally. These returns can be more complex and include a wide-variety of forms and schedules. These sites have Internet access but operate in a secure environment which tends to impede communication speeds.

2.1.2. Tax Counseling for the Elderly (TCE)

Tax Counseling for the Elderly (TCE) offers tax assistance services similar to those provided by VITA, as well as free tax counseling for elderly taxpayers, who are restricted to retirement homes, neighborhood sites, or private care homes. These returns are generally more complex than those prepared through VITA and may include income from pensions, annuities, and social security benefits.

3. Scope

The Customer Assistance, Relationships and Education (CARE) organization, within the Internal Revenue Service (IRS) Wage and Investment Division, seeks to award a contract for electronic tax preparation software and support services for volunteer tax preparers to complete accurate, secure transmissions of tax returns to the IRS and state agencies. The software will support the IRS organizations’ various tax assistance programs described in the previous section. The software shall take advantage of current and commercially proven technology. It should meet the requirements and be compliant with IRS electronic e-file for tax preparation capability and operate out-of-the-box with minimal configuration/custom development to meet IRS regulatory, security and privacy standards.

CARE’s goal is a successful deployment of various user-friendly software applications to be used by the IRS tax assistance programs to provide free electronic federal and state tax return preparation and transmission for taxpayers. The software is expected to be used by preparers with varying degrees of experience including tax professionals and non-tax professionals. This includes IRS partners, volunteers, employees (referred to hereafter as IRS licensees) and taxpayers at approximately 12,000 locations worldwide, with diverse technical operating environments.

CARE’s requirements include Contractor support and facilitation of the following tasks:

• Task 1 – Software Production Environment: Software, Maintenance, Distribution, and Disaster Recovery

• Task 2 – Reporting Capabilities: User Generated, Recurring Contractor Generated Management Reporting and Ad Hoc Contractor Generated Reporting

• Task 3 – Customer Support Services for the IRS POC or designee

• Task 4 – Help desk assistance and technical problem resolution support

• Task 5 – Training Requirements and Materials

• Task 6 – Transition –in and Phase Out Requirements

• Task 7- Regulatory, Security and Privacy Standards

4. TASKS

4.1. Task 1 – Software Production Environment: Software, Maintenance, Distribution, and Disaster Recovery (i.e. fix software bugs/problems, updates and upgrades)

The IRS requires the software to satisfy certain functional, technical, performance, quality, availability and reporting requirements to meet the needs of both the IRS and its partner organizations. The design of the user interfaces, terminology and data entry methods the two versions supporting assisted tax preparation should be similar, such that a user, who is trained on one platform will be able to utilize the other platform with little to no retraining effort.

The Contractor shall provide perpetual licensing to support an English version, which includes the ability to print in Spanish, for the following products:

A. Professional Web-based Version for assisted tax preparation

B. Professional Desktop Version with networking capabilities for assisted tax preparation

C. Self-Preparer Web-Based Version if separately licensed

The contractor shall provide a printed user guide to accompany each software package delivered. The contractor shall also make the user guide accessible online to all users.

Periodically, tax law changes and new tax law requirements are enacted. These changes and all software updates need to be reflected in a final version of the desktop software to be delivered in June of each year of the contract.

4.1.1. Functional Requirements for All Software

1. All software proposed shall be capable of accurately preparing and filing any individual federal, state and local income tax returns for all possible tax situations prescribed by the IRS that may occur among those served by the VITA and TCE programs. At these sites, volunteers either prepare tax returns for taxpayers, or assist taxpayers with self-preparation. Not all volunteer sites have internet access. The contractor must provide a method for the software to function as a Web-Based Version, Self-Preparer Web-Based Version, and a Desktop Version. (See Glossary)

1a. The software is capable of electronic return preparation for the following 1040 Series Family Forms - 1040, 1040A, 1040EZ, 1040NR, 1040NREZ, 1040PR and 1040X.

4.1.2. Functionality Requirements for All Software

The Contractor shall demonstrate/describe their:

2. Method for the software to function as a web-based application for assisted tax preparation.

3. Capability of the Desktop Version to install software and prepare tax returns on computers without an internet connection.

4. Method to enable site managers to track the status of prepared returns as it passes through IRS-defined stages: Preparing, Reviewing & e-file/transmitting.

5. Method to ensure that only one preparer can edit a return at any given time.

6. Functionality which allows for capturing generic preparer-user data fields to capture information not found on the return, such as client demographic information or other user defined fields.

7. Method for real-time diagnostic form checks (aka schema validation) and tax law validation on tax returns.

8. Functionality of the Versions to support the indirect transmission of e-filed federal, applicable state, and local tax returns.

9. Method to securely download a taxpayer data file on fixed and removable storage media and to import the data file back into the software.

10. Method for a user at one location to be able to securely upload taxpayer documents to a different user at another location.

11. Method to ensure that only authorized users can use the software within distinct permission levels in order to restrict certain users from performing functions described in Attachment 1.

12. Method to allow transmission for multiple EFINs by a single site.

13. Quality control features which require review of a completed tax return and, the ability to print a return, prior to submission.

14. Method to ensure authorized users can determine who is working on a return during each stage of the filing process.

15. Method for the administrator or designee to restrict a user to one Data entry (i.e., prepare vs. transmitter) mode.

16. Method for which EFIN/SIDNs of authorized licensees is associated with every return.

17. Process for which the Contractor can authenticate the EFIN of every transmission to the authorized licensee of the software.

18. Notification process and the timeframe to acknowledge receipt, acceptance, and rejection of a return by the IRS.

19. Functionality to provide timely notifications for acknowledgements, receipt, acceptance, and rejection of a return by the IRS.

20. Method to require volunteers to update passwords upon first login.

21. Method to allow a return that is started on a software package at a site to be completed by another volunteer using the same software package at the same site.

22. Method to print individual forms and/or a customizable package of forms for all printer types.

4.1.2.1. Requirements for Self-Preparation Version:

23. Functionality of the Self Preparer Version to return errors and acknowledgements to the taxpayer via electronic notification.

4.1.3. Preparation Capabilities

All software proposed shall be capable of preparing and filing any individual federal, state and local income tax returns for all possible tax situations prescribed by the IRS that may occur among those served by the VITA and TCE programs. The Contractor shall demonstrate/describe:

24. Software shall have no limit as to the number of local, state, and federal tax returns that can be filed per licensed copy.

25. Method for securely storing data from the previous tax year returns and supporting the secure transfer of taxpayer information into the current tax return.

26. Ability to meet IRS assurance testing system standards for filing electronic returns as well as the ability to prepare non-e-file returns.

27. Data entry modes for different experience levels of tax preparation to assist with gathering information necessary to prepare a return.

28. Method for switching between form-based and interview-based data entry modes in real-time, without losing any information already entered.

29. Ability for the software to support state income tax return preparation capabilities for all states with an income tax filing requirement by the 1st day of the filing season.

30. Ability to support multiple states, local, and municipal return preparation capabilities.

31. Ability to support independent federal and state return preparation capabilities.

(e.g. either return may be prepared without preparing the other.)

32. Supported refund and payment methods including Electronic Funds transfer (EFT) (i.e. direct deposit, direct debit), paper check, split refunds and savings bond refunds.

33. Capability to disable any feature that offers the taxpayers a debit card.

34. State return preparation capabilities for full and part year residents and non-residents.

35. Method of auto-populating information between state and federal returns.

36. Method for users accessing self-service help features to understand how to navigate and complete a tax return and resolve errors. The help features must provide context sensitive help, including form-specific and field-specific help instructions.

37. Ability to prepare Federal, state and local individual tax returns for the previous three tax years.

38. Ability to e file federal individual tax returns for the previous two years.

39. Ability to prepare amended returns.

40. A method to carry forward permissible data to the next year’s tax return within each software version.

41. A method to support interview-based data entry capabilities for federal, state, and local returns. (See Glossary)

41. Method to support form-based data entry capabilities for federal, state and local returns. (See Glossary)

4.1.4. Software Distribution and Maintenance

The Contractor shall demonstrate/describe their:

42. Method for distributing software.

43. Method of maintenance for software packages (including release notes for bug fixes, patches, notification regarding updates to users, and upgrades).

44. Method for ordering, providing immediate acknowledgement of orders, tracking, and distributing software to the IRS and shipping to approximately 12,000 domestic and 70 international shipping addresses which could include multiple deployments.

45. Method that allows for unused licenses to be transferred from one user to a different user.

46. Method to provide a credit for unused licenses.

47. Ability to provide deployment metrics back to the IRS Contracting Officer Representative such as real-time counts of the software units purchased, distributed, deployed, and un-delivered shipments.

48. Ordering process that allows only the IRS COR or designee to place software orders and authorize software distribution upon receipt of a signed delivery order.

49. Method to allow a site administrator to create a local network, to manage user accounts, passwords, system updates, shared printing, and other configurable items.

4.1.5. Availability and Disaster Recovery Requirements

50. Availability Requirements at a minimum shall:

a. Web-based software shall be available 99% of the time each week based on a 168 hour week and excluding time for weekly scheduled maintenance.

b. Scheduled maintenance shall not disrupt VITA operations.

c. Web-based software shall provide a three second or shorter system response/refresh time at all times that the system is available.

d. Contingency plan in the event the web-based version is not available. Access codes shall be interchangeable between the web-based and desktop packages of the professional software. That is, every access code may be used to activate either the web-based software or desktop software.

51. Disaster Recovery at a minimum shall include the following:

The Contractor shall describe their disaster recovery plan and business continuity plan/procedures. The Contractor shall provide the results of the disaster recovery tests.

(See deliverable table).

In the event of a catastrophic event (e.g. natural disasters, technological failures, human threats, etc.), the Contractor shall provide a recovery to full service as quickly as possible (i.e to prevent an outage from exceeding 24 hours from the beginning of the reported event.)

The disaster recovery, business continuity plan and instructions shall be provided to the IRS POC in the event an outage occurs.

The Contractor shall provide the capability to re-establish IRS licensee’s data files to a condition that existed no more than 2 hours before the interruption in the event of system failures or facility disasters to prevent loss of data and provide business continuity.

Desired Outcome: The Contractor provides a software suite which is capable of preparing and filing any individual federal, state and local income tax returns for all possible tax situations prescribed by the IRS that may occur among those served by the VITA and TCE programs. The Contractor shall provide a process that ensures efficient deployment(s) of the software to licensees or any other tasks within the scope of the statement of work.

4.2. Task 2 – Reporting Capabilities: User Generated, Recurring Contractor Generated Management Reporting and Ad Hoc Contractor Generated Reporting Each volunteer site is required to provide statistics on the taxpayers served at the site to its sponsoring organization. Therefore, the software must provide for reporting capability at the site level. The software must also provide the IRS POC, or their designee, the ability to retrieve information at the nationwide level for all IRS licensees.

In addition to the standard reports specified below, the Contractor must allow for custom reporting.

4.2.1. User Generated Reports

The software shall provide the ability for appropriately authorized users to create and run customized (also called “ad hoc”) management reports, based on a selection of data fields. This ability can be provided from within the software and must be accessible through a separate reporting web-site. The online reporting web-site for all IRS licensees shall run the same reports available from the desktop software.

Standard statistical reports on demand, for all platforms required are as follows:

1. Summary report on federal tax returns, categorized by various parameters including EFIN, return status and date of preparation.

2. Detailed report on federal tax returns prepared by EFIN and SIDN including Adjusted Gross Income (AGI) and general information for each tax payer and detailed information about each return prepared.

3. Summary and Detailed reports on federal tax returns by tax form type with schedules – and should include all forms and schedules prepared.

4. IRS e-Filing Acceptance and Rejects summary and detailed reports.

5. Pending Acknowledgement summary and detailed reports – from either the IRS or states.

6. Listing of all clients with summarized general information details for each client and categorized by EFIN and SIDN.

7. Listing of all Employer Identification Numbers (EIN) used in each tax return (state or federal) and summary across all tax returns. That is, the EINs from the taxpayer’s W-2,1099.

8. Reports cross-referencing details captured within the generic data fields per prepared tax return.

9. Tax Preparer summary and detailed reports.

10. Number of claims and total dollar amount for state claims of EIC, refunds, and balance due.

11. Summary reports on counts of self-prepared and volunteer prepared.

4.2.2. Recurring Contractor Generated Management Reporting

In addition to reports provided to the licensees within the software, the contractor shall provide the following reports to the IRS POC:

- weekly management reports during January through April

- monthly management reports May through October

- a summary report containing the aggregate information below about the returns entered at each site and at all sites in accordance with the delivery schedule specified in the table of deliverables. The reports shall contain:

• 1040 Returns – Type of Return

• 1040A Returns – Type of Return

• 1040EZ Returns – Type of Return

• Single – Filing Status

• Married Filing Joint – Filing Status

• Married Filing Separate – Filing Status

• Head of Household – Filing Status

• Qualifying Widower – Filing Status

• Earned Income Tax Credit – Number of taxpayers that claimed EITC

• Average EIC – Average dollar amount of EITC claimed

• Total EIC – Total dollar amount of EITC claimed

• Child Tax Credit – Number of taxpayers that claimed CTC

• Average Child Tax Credit – Average dollar amount of CTC claimed

• Total Child Tax Credit – Total dollar amount of EITC claimed

• Education Tax Credit – Number of taxpayers that claimed the Education Tax

Credit

• Average Education Tax Credit – Average dollar amount of Education Tax Credit claimed

• Total Education Tax Credit – Total dollar amount of Education Tax Credit claimed

• Elderly Credit – Number of taxpayers that claimed the Elderly Tax Credit

• Average Elderly Credit – Average dollar amount of Elderly Tax Credit claimed

• Total Elderly Credit – Total dollar amount of Elderly Tax Credit claimed

• Total_Marketplace – Total number of marketplace exemptions claimed

• Total_Exemptions_7A – Total number exemptions claimed

• Total_Exemptions_7B – Total number of exemptions claimed

• Total_IRS_Exemptions – Total number of exemptions claimed in Part 3

• Full_Year_Count – Total number of returns with full year coverage

• Resp_Payment_Count – Total number of returns with ISRP

• Total_Resp_Payment – Total dollar amount of ISRP

• Average_Payment – Average dollar amount of ISRP

• Adv_PTC_Payment_Count – Total number of returns with AdvancePTC

• Total_Adv_PTC_Repayment – Total dollar amount of AdvancePTC

• Average_Adv_PTC_Payment – Average dollar amount of AdvancePTC

• PTC_Count – Total number of returns with Premium Tax Credit

• Total_PTC – Total dollar amount of Premium Tax Credit

• Average_PTC – Average dollar amount of Premium Tax Credit

• Transmitted – Total number of returns that were transmitted

• Accepted – Total number of returns that were accepted

• Rejected – Total number of returns that were rejected

• First Transmission Date – Date the first transmission was sent to contractor

• Last Transmission Date – Date the last transmission was sent to contractor

• Requesting Direct Deposit – Total number of returns that requested Direct

Deposit

• Average AGI – Average Adjusted Gross Income

• Total Refund Amt – Total refund amount for all transmitted returns

• Average Refund Amt – Average refund amount for all transmitted returns

• Total BalDue Amt – Total balance due amount for all transmitted returns

• Average BalDue Amt – Average balance due amount for all transmitted returns

• Primary or Secondary 60+ - Total number of primary taxpayer/spouse that were

60 years of age or older

• SIDN/PTIN – Site Identification Number

• SCHED_A – If a schedule A is included in the return = A

• SCHED_B - If a schedule B is included in the return = B

• SCHED_C - If a schedule C is included in the return = C

• SCHED_D - If a schedule D is included in the return = D

• SCHED_E - If a schedule E is included in the return = E

• SCHED_F - If a schedule F is included in the return = F

• SCHED_R - If a schedule R is included in the return = R

• SCHED_SETP - If a schedule SE is included in the return = SE-TP

• SCHED_SESP - If a schedule SE is included in the return = SE-SP

• SCHED_EIC - If a schedule EIC is included in the return = EIC

• SCHED_CEZ - If a schedule CEZ is included in the return = CEZ

• EFIN – Electronic Filing Identification Number

• USER_NAME – User Name where the return is stored

• FIRST_NAME – Taxpayer’s first name

• LAST_NAME – Taxpayer’s last name

• FILING_STATUS – 1=Single; 2=Married filing Joint; 3=Married filing Separate;

4=Head of Household; 5=Qualifying Widow/Widower

• NUMBER_OF_DEPENDENTS – Number of dependents claimed on return

• AGI - Total dollar amount of AGI on return

• CHILD_CARE_CREDIT Total dollar amount of Child Care Credit claimed

• TAX - Total dollar amount of tax on return

• EIC - Total dollar amount of EITC claimed

• EDUCATION_CREDIT Total dollar amount of Education Credit claimed

• UNEMPLOYMENT - Total dollar amount of Unemployment Income reported

• REFUND - Total dollar amount of refund on return

• RETURN_TYPE – E = Electronic; P=Paper

• DIRECT_DEPOSIT – T=Yes; F=No

• MULTIPLE_REFUND_DEPOSIT – Total number of refunds deposited into a single bank account

• STATE_REFUND - Total dollar amount of State Refund on return

• STATE_REJECTED_DATE – Date return was rejected

• STATE_ACCEPTED_DATE – Date return was accepted

• STATE_TRANSMITTED – Total number of returns that were transmitted

• TAXPAYER_AGE – Primary taxpayer’s age at time of the return

• DATE_OF_BIRTH – Date of birth for primary taxpayer

• CITY

• STATE

• ZIP

• FORM_8888 – T=Yes; F=No

• ITIN - Number of ITIN returns prepared

4.2.3. Ad Hoc Contractor Generated Reporting

In addition to reports provided to the licensees within the software, the contractor shall provide management reports on an ad hoc basis to the IRS POC. The reports may contain the following information by the preparing EFIN:

1. The total number of accepted federal and state returns filed electronically identified as transmitted, accepted and rejected;

2. The total number of accepted returns by filing status, i.e. married filing jointly, single, etc. and by type of form (1040, 1040A, etc.)

3. Software package used, the SIDN, State EITC, State balance dues, State refund, the total number of accepted returns electronically filed claiming the earned income tax credit, child tax credit, education credit, and credit for the elderly, and the total amount of credits claimed.

4. Each EFINs beginning and ending transmission date.

5. Total number of accepted returns electronically filed requesting direct deposit of refunds.

6. Average AGI of returns electronically filed.

7. 7. The total number of federal returns that have zero or one dollar AGI.

8. New numberingNumber of accepted returns electronically filed where the primary or secondary filers were age 60 or over.

9. The total number of accepted returns electronically filed claiming a refund and the total amount of refunds.

10. The total number of zero balance returns.

11. Total number of self-prepared and preparer prepared returns.

12. The total number of accepted returns electronically filed claiming a balance due and the total amount of the balance due.

13. The total number of returns filed that used an ITIN.

Desired Outcome: Users will be able to generate reports which contain any of the data available. The Contractor shall provide accurate, timely management reports containing the required information weekly, monthly, and as needed for ad hoc requests.

4.3. Task 3 – Customer Support Services for the IRS COR or designee The Contractor shall provide a full time point of contact (POC) to partner with the IRS Contracting Officer Representative (COR), or their designee, to be available to discuss and address issues that may arise. The Contractor POC shall facilitate and participate in conference calls with IRS licensees at least twice a week at the beginning of the IRS’ fiscal year starting in October of each year throughout the filing season to discuss updates to the software and field questions from partners. In addition, as part of filing season readiness (starting in May of each year), the contractor shall facilitate and/or participate in post filing season activities (lessons learned, training, meetings, etc.), as needed per the request of the IRS POC or designee. The Contractor shall provide a period of performance summary report which provides details on accomplishments, challenges, proposed changes, strategic planning and anything noteworthy for the preceding period.

The Contractor shall provide the ability for IRS licensees to designate additional notification points of contact (POC) who will also receive automatic e-mail notifications of updates and changes to the software. The Contractor POC shall work with the IRS on employee, partner and volunteer communications relating to their products and services.

The Contractor POC shall respond to reasonable requests for customization of features within the software. Examples of such requests include blocking bank products, linking to IRS training websites or customizing default values within the software (in order to reduce volunteer burden).

The Contractor shall respond to requests for reports as needed on previously described data fields and for fields which are impacted by new tax law and tax law changes. The Contractor shall create and run customized management reports at the request of the IRS POC. The reports may be generated for internal or external use.

The Contractor shall allow the IRS the right to include screen-shots and Contractor product information material in written materials and collateral, that will be used in support of the Tax Assistance Programs. The Contractor shall partner with the IRS POC to verify accuracy of software screen-shots or product information included in IRS publications. The Contractor may be asked to provide screen shots to the IRS POC via email if the information is not readily available via the software.

Desired Outcome: The Contractor shall provide customer support/helpdesk to the licensee sites, deployment of software and associated materials and training to the volunteers. The goal is to facilitate open communications between the Contractor and IRS POC. The Contractor and IRS POC shall remain in constant communication regarding the software, updates, reporting, required training, or any other tasks within the scope of the statement of work.

4.4 Task 4 - Help desk assistance and technical problem resolution support

The Contractor shall provide a support website, toll-free telephone number, email and chat help desk support to licensee sites. The help desk will provide timely issue resolution to thelicensee sites and detailed reporting to the IRS. Help desk support is defined as assistance that provides successful resolution of questions relating to software/hardware compatibility and functionality issues of the Contractor’s software.

This includes providing support for trouble-shooting technical issues related to the installation and operation of the software (hardware, printers, etc.).

Provided below are the minimum helpdesk requirements:

Beginning with the delivery of software through April, help desk support shall be available as follows: Mon - Fri: 8 AM ET - 12 AM ET and Sat and Sun: 8 AM ET - 8 PM ET. Post filing season, normal help desk hours are required Mon-Fri: 8 AM ET – 5 PM ET. In the case of a problem the expectation is that the provider will have someone working on it until it is resolved or a work around is established.

1. The POCs for support issues shall provide contact information including a phone number, an email address, and contact information for after hours as necessary.

2. The help desk support shall permit unlimited contact from POC and IRS licensees by phone, email, chat, etc.

3. The help desk will provide a first contact resolution rate of at least 95% regardless of the method of reporting the problem.

4. If resolution cannot be achieved during the initial contact, the Contractor shall provide a response within one hour with a status update. In no more than 4 hours the help desk shall present a plan for resolution. Problem resolution should occur within 24 hours.

5. All calls shall receive first level help desk support with an on-hold time less than five minutes.

6. During the filing season, all help desk contacts shall be logged and accounted for in detail. The contact log shall contain:

• The type of IRS program, i.e. VITA, TCE, etc.,

• licensee's EFIN,

• the problem identified,

• the solution that was provided to the licensee,

• date of contact, time of day,

• date of solution,

• length of time to answer in minutes,

• length of call in minutes if applicable,

• number of incoming contacts,

• number of abandoned contacts,

• if contacts are categorized, the Contractor will provide a legend that defines the categories,

• Software type (web-based, desktop or self-preparer version).

7. The Contractor shall provide, administer, and maintain a support web site for licensee access including IRS licensees.

• The support web site shall be available to IRS licensees twenty-four hours a day, seven days a week.

• All content on the support website (including FAQs, Blogs, etc.)

shall be text searchable.

• The Contractor’s support web site shall provide product information, frequently asked questions and answers (FAQ’s), links to email support and software updates.

8. The Contractor shall describe their method to mass-communicate with licensee’s regarding outages, planned /unplanned maintenance, and other relevant issues twenty-four hours a day, seven days a week. (i.e. email, website availability, etc.). In the event of an unscheduled outage, the Contractor will provide initial notification to the COR no later than (15) minutes after initial discovery, hourly updates, and a resolution of the problem via broadcast email to all liscenseePOCs.

Desired Outcome: The goal is to ensure prompt resolution of issues encountered by licensees as they occur. Issues which interrupt normal operations shall be resolved within the timelines specified and logged accordingly. The Contractor shall provide constant communication regarding the technical issues related to the installation and operation of the software.

4.5. Task 5 Training Requirements and Materials

The volunteers who are preparing tax returns and assisting taxpayers may have limited experience with tax preparation and using the Contractor’s software. The Contractor shall describe a method of delivery in which to provide training that is effective, efficient and feasible to ensure that up to 96,000 volunteers and employees are trained to use the software. The Contractor shall describe their methods to deliver online and face to face training.

Required training methods include use of online training modules including videos, face to face, webinars, recordings of webinars, a practice environment to enter mock return information and Contractor facilitated training forums.

During contract performance, the contractor will provide a Beta version of all software and documentation, prior to it becoming commercially available, and no later than October 1st of each year. This software will be made available to the IRS Workstations Standards Idea Lab for testing and the IRS Point of Contact (POC).

Functionality of the Web-based Professional Version and Desktop Professional Version is such that they would require the same training to use both of them.

1. The contractor will provide a proposed training plan with their proposal. The training plan will be subject to modification based on feedback from the IRS POC once the contract has been awarded.

2. The contractor’s proposed training plan will specify the following training details:

• trouble-shooting scenarios

• a training pilot session

• length of training

• training schedule (see deliverable table)

• course objectives

• course content outline with each section or topic indicating user roles and user segments targeted

• course material to include exercises and examples, for each user role and user segment

• measurement method/tool to indicate successful completion of specific exercises or test and a

• plan for IRS licensee training over the life of the contract.

3. The web-based training software must provide a three second or shorter response time.

4. The Contractor shall describe a registration process for student enrollment in training sessions.

5. The Contractor shall describe a method to capture participants no later than 5 days after attending each training session.

6. The Contractor shall describe a method to customize the training, curriculum and materials for IRS requirements based on user responsibilities. (See Attachment 1)

7. The Contractor shall describe a method for training IRS volunteers without access to the internet.

8. The Contractor shall describe a method to access reference materials within the software.

9. The contractor shall provide a printed user guide to accompany each software package delivered. The contractor shall also make the user guide accessible online to all users.

10. Training materials shall cover accurately preparing federal tax returns, transmitting the returns, generating reports, picking up acknowledgement/ rejected files, and correcting rejected returns.

11. The Contractor shall make printed and electronic training materials available in English and Spanish.

12. The Contractor shall describe their method of providing training materials in all software versions.

13. The Contractor shall provide online training for multiple users per site to practice creating, modifying, and printing sample returns with solutions to practice problems.

14. The Contractor shall provide an online training environment that replicates the Desk/Web version of federal returns and requires users to create a unique account. The Contractor shall provide training materials for IRS use.

Desired Outcome: The Contractor shall deliver on-going training that is efficient and feasible to ensure that up to 96,000 volunteers and employees are trained to effectively use the software. During the initial contract year the training sessions will be started in May. In option years following the initial contract year, training sessions will be started in October and be available through January. The Contractor shall provide access to training materials as described in this SOW.

4.6 Task 6 - Transition –in and Phase Out Requirements

The Contractor shall describe their method of transition as to not disrupt the tax season and provide the schedule of events. Tasks required to successfully transition the work within a (180) day period include Contractor involvement in the following readiness activities necessary to assume the existing work:

• customization of reporting capabilities

• software customizations, if applicable

• testing

• help desk stand up

• training volunteers to use the software

Desired Outcome: The Contractor will transition activities from the previous contractor within (180) days of contract award as applicable. The Contractor shall assume control and management of the tasks described in this SOW on or before October 31st of base period. Should the incumbent not be awarded the follow on contract, the Contractor will be required to support phase out activities and transition to the new Contractor.

4.7 - Task 7- Regulatory, Security and Privacy Standards

Award of this contract will be contingent upon the contractor’s facility, systems, and procedures, successfully passing the IRS Contractor Review, performed within 2-weeks after notice of intent to award. Subsequent to the Contractor Review, the contractor will submit a plan of compliance to mitigate the risks within 2-weeks from IRS notification of vulnerabilities or risks disclosed during the review. Once IRS approves the plan the contractor will be fully compliant with the recommendations within 60 days. IRS will perform a follow-up safeguard review within 2-weeks after the 60 day deadline to validate contractor compliance.

Because of heightened security awareness, the IRS may, from time to time, notify the contractor of increased risks, and request changed security procedures. The contractor will negotiate with the IRS to determine the timing, scope, and resolution of the problems.

Desired outcome: The contractor will comply with all applicable security rules and regulations as specified in this SOW. In addition, the most current version of publications and IRS Internal Revenue Manuals (IRM) as specified in Attachment 7.

5. Contractor Requirements

The Contractors shall complete and submit Attachment 8, Section 508 Matrix, which demonstrate compliance with Section 508 requirements for software products in order to be considered for award. Contractors are considered the experts regarding the Section 508 compliance levels of their offered systems. Provisions that have been determined applicable by the Government shall have a compliance rating inserted by the offeror. If a compliance rating of either Fully Compliant, Partially Compliant or Non-compliant is not inserted in the Attachment 8 chart by the contractor, the offer will be determined non-responsive and will not be further evaluated.

The contractor will be working with sensitive taxpayer data under this contract and must demonstrate the ability to pass all IRS security reviews required to receive access to encrypted sensitive taxpayer data.

The Contractor shall meet the Minimum Operating System Requirements. The volunteer sites that will use the software utilize a wide variety of technology. The software shall be able to operate with 1.0 GB of free hard drive space. Many sites use old versions of computer hardware and software, so the software must be compatible with older systems. The software (desktop & web-based) must operate on the specified minimum system requirements and maintain compatibility with newer systems as they become available.

The software, including sample software submitted, will be tested for compliance with the IRS Common Operating Environment (COE) to ensure the software will work on the IRS IT environment. That is, the software will not require nor have dependencies on products not included within the IRS base product list. Example software included, but not limited to, in the COE is:

End User Equipment and Services Division

Standards Change & Release Mgmt

Development & Standards

250 Murall Drive, Mailstop 5850

Kearneysville, WV 25430

304-260-3047

Base Software Installed on W7.14.01.01-32Bit Image

New Driver Support: HPZ820

Exisiting Driver Support: EliteBook 2530p, EliteBook 2730p, EliteBook 6930p, EliteBook 8530p, EliteBook 2540p, HP ProBook 6440b, HP ProBook 6540b, EliteBook 8540p, EliteBook 8740w, HP ProBook 6450b, HP ProBook 6460b, HP EliteBook2570p, HP ProBook 6470b, HP EliteBook 8570p, : EliteBook 8770w, EliteBook 820 G1, EliteBook 840 G1, EliteBook 850 G1, ZBook 14, ZBook 15, ZBook 17, ProBook 640 G1, DC5800, HP 6000 Pro, HP 6200 Pro, HP 6300 Pro, Z400 and HP ProDesk 600 G1.

• Windows 7 Professional Service Pack 1

Internet Explorer 8 (8.0.7601.17514)

.Net Framework 3.5.1 (Includes .net Framework 2.0 SP2, 3.0 SP2 and 3.5 SP1)

• Adobe Flash Player ActiveX 12.0.0.77

• Adobe Flash Player Installer Add in 12.0.0.77

• Adobe Shockwave Player 12.1.0.150

• DIG Utility

• Direct! CP (Courion Password Management) 8.00.0003

• ExtWARN v3.3

• Java(TM) 6 Update 43 (6.0.430)

• Microsoft Filter Pack 2.0 (14.0.7015.1000)

• Microsoft Office Pro Plus 2010 SP2 (14.0.7015.1000)

Microsoft Access 2010 SP2

Microsoft Excel 2010 SP2

Microsoft InfoPath Designer 2010 SP2

Microsoft InfoPath Filler 2010 SP2

Microsoft OneNote 2010 SP2

Microsoft Outlook 2010 SP2

Microsoft PowerPoint 2010 SP2

Microsoft Publisher 2010 SP2

Microsoft SharePoint Workspace 2010 SP2

Microsoft Word 2010 SP2

• Microsoft Silverlight 5.1 (5.1.30214.0)

• Microsoft Visual C++ 2005 Redistributable (8.0.61001)

• Microsoft Visual C++ 2008 Redistributable - x86 (9.0.30729.6161)

• Microsoft .NET Framework 4 Client Profile (4.0.30319)

• Microsoft .NET Framework 4 Extended (4.0.30319)

• Microsoft .NET Framework 4.5.1 (4.5.50938)

• Lexmark Universal v2 Uninstaller

• 32 Bit HP CIO Components Installer (13.1.1)

• OPNET Application Capture Agent 3.9

• W7_IRS_AddPrinterDrivers 1.0

• W7_IRS_AddScanners 1.0

• W7_IRS_AddMFDDrivers 1.0

• IRS_Add HP DesignJet T790

• IRS_Add HP OfficeJet T6500

• Win 7 Fix for AD DS Database size increase

• SecureZip (12.50.0016)

• Snag-it 11

• MS KB Update Bundle for SmartCard ID Issues

• MS KB Update Bundle for Win7 Performance Issues

• IRS Printer Permission Fix

• Symantec AntiVirus Corporate Edition (12.1.4112.4156)

• Windows Media Player (12.0.7601.17514)

• COE Version – Updated by the Runstream

• Windows 7 Updates current as of 7/22/2014

• Office Updates current as of 7/22/2014

• SAV Virus Definitions current as of 8/4/2014

COE Information Report (generated:08/19/2014 16:44:28) (program version 7.0.0)

Workstation Name DEPARTM-1HQQMLQ

Hardware Hewlett-Packard HP Compaq 6000 Pro SFF PC

Image version W7.14.01.01-32Bit 766320

Runstream version (Runstream has not been run)

Security Template USGCB_2.0

Validation Server \\DEPARTM-1HQQMLQ

Logon Credentials DEPARTM-1HQQMLQ\ (Local Logon)

Free Disk Space

Security Groups:

Local:

Administrators

Users

Domain:

None

Applied Group Policy Objects:

Computer:

Internet Explorer 8 (V2.09 - 02/20/14)

Win7 COE (V2.07 - 7/23/2013)

User:

Software Inventory

Version Title

13.1.1 32 Bit HP CIO Components Installer

12.0.0.77 Adobe Flash Player 12 ActiveX

12.0.0.77 Adobe Flash Player 12 Plugin

12.1.0.150 Adobe Shockwave Player 12.1

Definition Update for Microsoft Office 2010 (KB982726) 32-Bit Edition

8.00.0003 DIRECT! CP

3.3 ExtWARN version 3.3

4.33 HP USB Smart Card Keyboard

9.9.2 ISC BIND

6.0.430 Java(TM) 6 Update 43

Lexmark Universal v2 Uninstaller

4.5.50938 Microsoft .NET Framework 4.5.1

4.5.50938 Microsoft .NET Framework 4.5.1

14.0.7015.1000 Microsoft Filter Pack 2.0

14.0.7015.1000 Microsoft Office Access MUI (English) 2010

14.0.7015.1000 Microsoft Office Access Setup Metadata MUI (English) 2010

14.0.7015.1000 Microsoft Office Excel MUI (English) 2010

14.0.7015.1000 Microsoft Office Groove MUI (English) 2010

14.0.7015.1000 Microsoft Office InfoPath MUI (English) 2010

14.0.7015.1000 Microsoft Office OneNote MUI (English) 2010

14.0.7015.1000 Microsoft Office Outlook MUI (English) 2010

14.0.7015.1000 Microsoft Office PowerPoint MUI (English) 2010

14.0.7015.1000 Microsoft Office Professional Plus 2010

14.0.7015.1000 Microsoft Office Professional Plus 2010

14.0.7015.1000 Microsoft Office Proof (English) 2010

14.0.7015.1000 Microsoft Office Proof (French) 2010

14.0.7015.1000 Microsoft Office Proof (Spanish) 2010

14.0.7015.1000 Microsoft Office Proofing (English) 2010

14.0.7015.1000 Microsoft Office Publisher MUI (English) 2010

14.0.7015.1000 Microsoft Office Shared MUI (English) 2010

14.0.7015.1000 Microsoft Office Shared Setup Metadata MUI (English) 2010

14.0.7015.1000 Microsoft Office Word MUI (English) 2010

5.1.30214.0 Microsoft Silverlight

8.0.56336 Microsoft Visual C++ 2005 Redistributable

8.0.59193 Microsoft Visual C++ 2005 Redistributable

8.0.61001 Microsoft Visual C++ 2005 Redistributable

9.0.30729.6161 Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161

3.9 OPNET Application Capture Agent 3.9

12.50.0016 SecureZIP for Windows 12.50.0016

1 Security Update for Microsoft .NET Framework 4.5.1 (KB2898869)

1 Security Update for Microsoft .NET Framework 4.5.1 (KB2901126)

1 Security Update for Microsoft .NET Framework 4.5.1 (KB2931368)

Security Update for Microsoft Office 2010 (KB2553284) 32-Bit Edition

Security Update for Microsoft Office 2010 (KB2687423) 32-Bit Edition

Security Update for Microsoft Office 2010 (KB2767915) 32-Bit Edition

Security Update for Microsoft Office 2010 (KB2810073) 32-Bit Edition

Security Update for Microsoft Office 2010 (KB2850016) 32-Bit Edition

Security Update for Microsoft Office 2010 (KB2880971) 32-Bit Edition

Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition

11.0.0 Snagit 11

12.0.0.1 swMSM

12.1.4112.4156 Symantec Endpoint Protection

Update for Microsoft Access 2010 (KB2553446) 32-Bit Edition

Update for Microsoft Excel 2010 (KB2837600) 32-Bit Edition

Update for Microsoft Filter Pack 2.0 (KB2878281) 32-Bit Edition

Update for Microsoft InfoPath 2010 (KB2817369) 32-Bit Edition

Update for Microsoft InfoPath 2010 (KB2817396) 32-Bit Edition

Update for Microsoft Office 2010 (KB2589298) 32-Bit Edition

Update for Microsoft Office 2010 (KB2589352) 32-Bit Edition

Update for Microsoft Office 2010 (KB2589375) 32-Bit Edition

Update for Microsoft Office 2010 (KB2597087) 32-Bit Edition

Update for Microsoft Office 2010 (KB2760598) 32-Bit Edition

Update for Microsoft Office 2010 (KB2794737) 32-Bit Edition

Update for Microsoft Office 2010 (KB2825635) 32-Bit Edition

Update for Microsoft Office 2010 (KB2825640) 32-Bit Edition

Update for Microsoft Office 2010 (KB2837581) 32-Bit Edition

Update for Microsoft Office 2010 (KB2837606) 32-Bit Edition

Update for Microsoft Office 2010 (KB2878252) 32-Bit Edition

Update for Microsoft Office 2010 (KB2881028) 32-Bit Edition

Update for Microsoft OneNote 2010 (KB2837595) 32-Bit Edition

Update for Microsoft Outlook 2010 (KB2687567) 32-Bit Edition

Update for Microsoft Outlook 2010 (KB2687567) 32-Bit Edition

Update for Microsoft PowerPoint 2010 (KB2837579) 32-Bit Edition

Update for Microsoft PowerPoint 2010 (KB2837579) 32-Bit Edition

Update for Microsoft SharePoint Workspace 2010 (KB2760601) 32-Bit Edition

Update for Microsoft Visio 2010 (KB2880526) 32-Bit Edition

Update for Microsoft Visio Viewer 2010 (KB2837587) 32-Bit Edition

Update for Microsoft Word 2010 (KB2880529) 32-Bit Edition

The Contractor must be able to support Internet Explorer 8 and one or more of the following and future versions:

• Chrome

• Firefox

• Safari

VITA COE:

Adobe Flash Player 17 ActiveX 17.0.0.134

Adobe Flash Player 17 Active NPAPI 17.0.0.134

Adobe Reader XI 11.0.06

Compatibility Pack for the 2007 Office System 12.0.6612.1000

Crystal Reports Basic Runtime for Visual Studio 2008 10.5.0.0

HP Quick Launch Buttons 6.50.17.1

Internet Explorer 11

Lexmark Universal v2 Uninstaller

LSI HAD Modem 2.2.100

Microsoft.NET Framework 4.5.51209

Microsoft Office Excel Word Viewer 12.0.6612.1000

Microsoft Office Word Viewer 2003 11.0.8173.0

Microsoft PowerPoint Viewer 14.0.7015.1000

Microsoft Silverlight 5.1.30514.0

Secure zip for Windows 14.00.0023

Symantec Endpoint Encryption Framework Client 8.2.1 MP15

Symantec Endpoint Encryption Full Disk Edition Client 8.2.1 MP15

Symantec Endpoint Protection 12.1.4100.4126

TaxWise 2014

Windows 7 (to be installed by user)

6. Functional Requirements

The Contractor managed service proposed to support ETSA shall be able to meet the capabilities in Attachment 5: ETSA TECHNICAL/FUNCTIONAL CAPABILITIES

VERIFICATION.

7. Constraints

1. Transition activities are required for the first (180) days of contract performance (November 18, 2015 through May 17, 2016).

2. During the initial contract year the live web-based training sessions will be started in May, 2016.

3. In option years, the live web-based training sessions will be started in October and be completed before January each year.

4. Software shall operate at its full capacity by the beginning of the 2016 filing season (January, 2017).

5. Software licenses are valid from October 1 – September 30 of each contract period.

SECTION II – CONTRACT REQUIRMENTS

1. Contract Type and Ceiling

The purpose of this Statement of Work (SOW) is to establish one (1) single award Indefinite Delivery/Indefinite Quantity (IDIQ) contract to procure commercial off the shelf (COTS) Tax preparation software and support.