Remote Support Solution On-Prem 20 August 2026.pdf

Remote Support Solution, On-Premise Statement of Work (SOW) / Technical Requirements White Paper

1. Purpose

The purpose of this Statement of Work (SOW) is to define the functional, technical, security, and operational requirements for a self-hosted, enterprise On-Premises Remote Support Solution capable of supporting the Internal Revenue Service (IRS) enterprise environment. The solution shall provide secure remote administration capabilities for up to 400 Service Desk personnel concurrently while maintaining compliance with all applicable federal, Treasury, and IRS security, accessibility, and infrastructure standards.

The contractor shall provide a remote support solution that integrates with existing enterprise services and supports future expansion across multiple platforms, operating systems, and device types.

Market Research Estimates should account for a 12-month Base + 4 additional Option Years.

2. Scope The Remote Support Solution shall provide enterprise-class remote assistance capabilities for 400 concurrent authorized support personnel to securely access, diagnose, and resolve issues affecting IRS-managed systems. The solution shall support end-user workstations, virtual desktops, servers, mobile devices, and future enterprise technology platforms while maintaining high availability, security, and scalability.

The solution shall be deployable within the IRS enterprise infrastructure and operate on government-managed virtual server environments.

3. Functional Requirements The proposed solution shall provide, at a minimum, the following capabilities.

3.1 Accessibility

The solution shall:

• Comply with Section 508 of the Rehabilitation Act.

• Maintain accessibility compliance throughout the lifecycle of the product, including future updates and releases.

3.2 Enterprise Compatibility

• Remain compatible with existing IRS enterprise systems.

• Operate within the current IRS network architecture.

• Support deployment across Microsoft Windows 11 managed endpoints.

• Continue compatibility with future Microsoft-supported Windows releases where feasible.

3.3 Security Requirements

• Comply with all applicable IRS, Treasury, and Federal cybersecurity policies.

• Support secure encrypted communications using FIPS 140-3-compliant encryption.

• Support auditing and logging of all remote support activities and provide integration with SPLUNK.

• Support enterprise authentication methods including Microsoft AD and PIV mechanisms.

• Support least-privilege administrative access.

• Support secure session recordings required by IRS policy.

• Support elevated administrative access to user systems when needed for support actions and provide a complete list of process mechanisms to achieve the elevation of access.

3.4 Authentication and Identity Management

The solution shall support:

• Integrated Windows Authentication.

• Microsoft Active Directory.

• HSPD-12 / PIV authentication.

• Single Sign-On (SSO) where supported.

• Role-Based Access Control (RBAC).

• Granular administrative permissions based upon organizational roles.

3.5 Remote Support Capabilities

The solution shall provide:

• Remote desktop control.

• Screen sharing.

• View-only sessions.

• Interactive support sessions.

• Multi-session support allowing technicians to support multiple users simultaneously.

• Multi-technician collaboration allowing multiple support personnel to participate in a single support session.

• Session transfer between technicians.

• Remote system reboot and reconnect capability.

• Unattended remote access for authorized systems.

3.6 Platform Support

The solution shall support remote assistance for:

• Microsoft Windows workstations.

• Physical desktop computers.

• Virtual desktop infrastructure (VDI).

• Virtual machines.

• Mobile devices, including:

o iOS o Android

• Tablets.

• Additional operating systems and network-connected devices as enterprise requirements expand.

The architecture shall be scalable to support future enterprise technology initiatives.

3.7 File Transfer

The solution shall provide secure file transfer capabilities including:

• Technician-to-user transfer.

• User-to-technician transfer.

• Bidirectional transfer during active sessions.

• Audit logging of transferred files.

• Policy-based restrictions on file transfers.

3.8 Messaging and Collaboration

The solution shall include integrated chat functionality supporting:

• Technician-initiated chat.

• Customer-initiated chat.

• Real-time communication during remote support sessions.

• Session transcript retention where required.

3.9 Service Management Integration

The solution shall integrate with:

ServiceNow Premium Integration.

Integration shall support automated ticket association, technician workflows, reporting, and session documentation where applicable.

4. Infrastructure Requirements

• Be capable of operating entirely within the IRS enterprise network.

• Support deployment on IRS-approved virtual servers.

• Support high availability configurations.

• Support load balancing where applicable.

• Support disaster recovery architecture.

• Support enterprise backup and restoration procedures.

The solution shall not require dedicated physical hardware unless specifically approved by the Government.

5. Performance Requirements

• Support enterprise-scale deployment.

• Maintain reliable connectivity across geographically distributed IRS locations.

• Support concurrent technician sessions without significant performance degradation.

• Minimize latency during remote support activities.

• Support future enterprise growth without requiring significant architectural redesign.

6. Compliance Requirements The contractor shall ensure the solution complies with all applicable federal requirements, including but not limited to:

• Section 508 of the Rehabilitation Act

• Federal Information Security Modernization Act (FISMA)

• IRS Security Policy

• Treasury Security Requirements

• HSPD-12

• NIST Special Publications applicable to remote access and identity management

• Federal encryption standards where applicable

7. Deliverables The contractor shall provide:

• Enterprise Remote Support Solution software.

• Installation documentation.

• System architecture documentation.

• Security documentation.

• Configuration guides.

• Administrator guides.

• End-user documentation.

• Integration documentation.

• Operational support documentation.

• Upgrade procedures.

• Disaster recovery documentation.

• Training materials for administrators and support personnel.

8. Acceptance Criteria The Government will consider the solution acceptable when it successfully demonstrates:

• Full compliance with Section 508 accessibility requirements.

• Successful authentication using Active Directory and HSPD-12 credentials.

• Compatibility with Windows 11 and current IRS enterprise systems.

• Successful operation on IRS virtual server infrastructure.

• Secure remote support functionality for physical and virtual endpoints.

• Support for multiple concurrent technician sessions.

• Multi-technician collaboration within a single support session.

• Secure file transfer functionality.

• Technician- and customer-initiated chat functionality.

• Compliance with IRS security standards and enterprise operational requirements.

9. Desired Outcome The resulting enterprise Remote Support Solution will provide the IRS with a secure, scalable, and centrally managed platform for delivering remote technical assistance across the enterprise. The solution will improve operational efficiency, enhance customer support capabilities, maintain compliance with federal security and accessibility requirements, and provide a foundation for future expansion to additional operating systems, mobile platforms, and network-connected devices while integrating seamlessly with existing IRS infrastructure and service management processes.