Source of Sought Notice Drafted PWS.pdf

DRAFT

Performance Work Statement (PWS) “Contact Center Support Division (CCSD) Support”

1.0 INTRODUCTION AND BACKGROUND

The Contact Center Support Division (CCSD) monitors and manages the Internal Revenue Services’ (IRS) toll free infrastructure, which is the largest private, secured civilian government toll free network in the United States. There are currently 32 contact center locations, including 3 data centers located in Martinsburg, WV, Memphis, TN, and Ogden, UT, with all sites located in the continental U.S. and Puerto Rico.

The Contact Center Support Division 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 requirement for support of this endeavor directly impacts the taxpayer and the Internal Revenue Service (IRS), Contact centers. With the emerging trends in the contact center industry, it becomes increasingly important to stay abreast of those trends in business and technology to meet the growing demand of a very large taxpayer base. The requirements within this document will ensure that CCSD has skilled, experienced resources to deliver all IRS Contact center related mandates and business requirements.

2.0 TASK ORDER OBJECTIVES

The objective of this Performance Work Statement (PWS) is to reduce costs, gain operational efficiencies, and deliver improved IT services and business processes at an Enterprise level to support its 32 contact center sites nationally. CCSD services its customers by providing world-class service support and technology for the Operating Divisions and Functional Organizations to achieve their desired level of services for all telephone, correspondence, and electronic media inquiries within agreed resources and staffing parameters. In concert with this, Contact Center business customers must respond quickly to Congressional and IRS Commissioner Level mandates that impact the taxpayer experience.

This task order will provide the required skilled Contractor support to ensure those requirements are met.

3.0 SCOPE OF WORK

This Performance Work Statement (PWS) is a hybrid of Labor Hour (LH) and Firm Fixed Price (FFP) Performance-Based Acquisition with mission-oriented, event-driven performance measures and incentives. 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;

performing the following activities:

• monitoring service and support of contact center COTS products and servers Note: Aceyus Vue dashboard for monitoring -Call center peripheral/staffing level monitoring, Unified ICM-CCE- CCH Diagnostic Framework Portico for ICM -server Health checks, Mindful v7.6.33.3259 Customer Callback queue monitoring. Contact Recording/Impact 360 monitoring

• database tuning support for the various contact center systems to include but not limited to Unified Contact Center Enterprise (UCCE) including Cisco Voice Portal (CVP), ICM, Cisco Unified Communications Manager (CUCM), Unity, Predictive Dialer, Acqueon List Campaign Manager (LCM), Cisco Contact Manager Portal, Verint Impact 360, Convergys Intervoice (VRU), Aceyus Vue, Alvaria Workforce Management (WFM) forecasting and scheduling system, or their replacement platforms.

• Perform trending analysis, research and bench marking of Industry Contact Centers as they relate to similar efforts of the IRS, as directed by IRS.

• Provide knowledge transfer to CCSD staff for all Contractor developed/implemented systems and processes.

• Provide and demonstrate the completion of required training to such levels to appropriately support contact center products.

• Provide modeling and simulation support as it relates to IRS Contact Demand

• Problem Management – establish Standard Operating Procedures and assist with PM process

• Incident Management – establish Standard Operating Procedures and assist with IM process

• Provide Level 1 / 2 Support for Contact Center platforms

• Service Desk Support

• Systems Administration Support

• Asset Management Support

• Demand Management Support

• Configuration Management

• Change Management

• Strategic Planning, including developing a Strategic Plan for the Contact Center environment

• Portfolio / Project Management – establishing Standard Operating Procedures to include processes for the selection, control and evaluation of Contact Center investments

• Contact Center Architecture / Engineering / Design Support

• Supplier Management Support, including acquisition support (i.e. assist in development of acquisition documentations e.g. statements of work, market research, etc. to procure products and services for the Contact Center)

• Resource Planning and Management Support, including supporting budget planning, formulation and execution activities for the Contact Center Support division. Note: Today Excel (Microsoft Office Tools) spread sheets are used.

3.1 SUB-TASK 1, ORIENTATION BRIEFING (FFP)

Within two weeks of the task order award, the Contractor shall conduct an orientation briefing. The intent of the briefing is to initiate the communication process between the Government and Contractor by introducing key task order participants, explaining their roles, reviewing communication ground rules, and assuring a common understanding of task order requirements and objectives.

The orientation briefing shall be held at the Government's facility and both parties shall mutually agree upon the date and time.

The completion of this briefing shall result in the following:

1) The Contractor and Government personnel who will perform work under this task order will be introduced.

2) The Government will show the applicable facilities to the Contractor, if the Contractor will be performing work on the Government's site.

3) The Government may provide any Government Furnished Property (GFP) to the Contractor at this time.

4) Any issues concerning the Contractor clearances for Contractor personnel will be discussed.

5) The Contractor shall provide the accounting period end dates to be used for the term of this task order.

Within two weeks, after the Orientation Briefing, the Contractor shall develop and provide an Orientation Briefing summary discussing the briefing results.

3.1.1 Transition to Support: The Contractor shall deliver training in the form of train the trainer to ensure proper knowledge transfer of technical skills and lessons learned around operations and maintenance processes and procedures.

The Contractor shall also provide complete documentation for all delivered functionality and should be provided via softcopy and hardcopy formats. This knowledge transfer needs to occur per task, as worked and completed. For example, as each task is worked and completed, the transfer should be tied in with the transition plans and occur prior to project closeout.

3.2 SUB-TASK 2, RAMP-UP KNOWLEDGE TRANSFER (FFP)

Ramp-Up Knowledge Transfer is defined as the Contractor acquiring and understanding the necessary documentation, information, and processes related to any work in progress. This task includes meeting with the IRS Subject Matter Experts frequently to gather any tacit knowledge related to the Core Systems, Compliance Document Matching and Solutions Engineering/ Enterprise Services tasks or programs in development. The government estimates this task will take approximately two to four weeks to complete after award.

The Contractor shall appoint a knowledge transfer manager to oversee the transfer of knowledge and ensure all areas are accounted for. If desired, this can be the Project Manager (PM) or Project Scheduler. Prior to the transfer of knowledge, the Contractor shall develop a draft Knowledge Transfer Plan (KTP) and present it to the Government within the first 15 business days after contract award and/or 15 days after award of subsequent delivery orders. The KTP shall identify the Contractor resources and roles involved in the transfer process, provide a list of risks and mitigation strategies for the transfer, and contain a detailed resource balanced project schedule developed with Microsoft Project.

The project schedule shall identify tasks, dependencies, deliverables and milestones. The project schedule shall be at a sufficient level of detail to track progress on a bi- weekly basis, (i.e., all tasks will be detailed to a level such that no task has duration of more than ten work days).

The Government shall have 10 business days, after receipt, to review the draft KTP plan and provide comments to the Contractor. Government and Contractor representatives will then meet to discuss the comments after which the Contractor shall incorporate the agreed-upon changes and deliver a final KTP within five working days of the government’s feedback.

The Contractor shall meet with the IRS bi-weekly (twice a month) to discuss the progress of the knowledge transfer. The Contractor shall show an updated Microsoft (MS) Project Schedule and discuss any risks or concerns at this time.

DESIRED OUTCOME – The Contractor provides a Knowledge Transfer Plan that is accepted by the Government and successfully completes knowledge transfer in accordance with the plan

3.2.1 Transition to Support: The Contractor shall deliver training in the form of train the trainer to ensure proper knowledge transfer of technical skills and lessons learned around operations and maintenance processes and procedures.

The Contractor shall also provide complete documentation for all delivered functionality and should be provided via softcopy and hardcopy formats. This knowledge transfer needs to occur per task, as worked and completed. For example, as each task is worked and completed, the transfer should be tied in with the transition plans and occur prior to project closeout.

3.3 SUB-TASK 3, PERIOD OF PERFORMANCE SUMMARY REPORT (FFP)

Sub-task descriptions: Provide a summary of work performed, including a list of deliverables, at the end of each Base and Option Year Period of Performance, as well as on a monthly basis.

The Government also reserves the right to request this report at any point during the performance of the order at the discretion of the Contracting Officer. This ad hoc report, if desired, may be requested in addition to the regularly scheduled Period of Performance Summary report.

DESIRED OUTCOME: The Contractor shall provide the Period of Performance Summary Report annually as well as monthly. The report shall detail due dates, tasks/work completed, hours expended, etc.

3.3.1 Transition to Support: The Contractor shall deliver training in the form of train the trainer to ensure proper knowledge transfer of technical skills and lessons learned around operations and maintenance processes and procedures. The Contractor shall also provide complete documentation for all delivered functionality and should be provided via softcopy and hardcopy formats. This knowledge transfer needs to occur per task, as worked and completed. For example, as each task is worked and completed, the transfer should be tied in with the transition plans and occur prior to project closeout.

3.4 SUB-TASK 4. COMMISSONER MANDATE/LEGISLATIVE DIRECTED

CHANGE REQUESTS, COTS CONFIGURATION SUPPORT (CCSD), AND LIVE

ASSISTANCE (FFP & LH)

3.4.1 SUB-TASK 4. COMMISSONER MANDATE/LEGISLATIVE DIRECTED CHANGE

REQUESTS (LH)

Commissioner mandates will include steps for configuration management, risk management, budgeting, and performance management.

Analytical support shall be provided, by the Contractor, in developing standard measurement and reporting of operational programs as well as developing ad hoc analyses. The Contractor shall provide a range of capabilities in operational research and analysis, including applications of artificial intelligence and advanced statistical techniques.

These are system changes that are initiated via a directive from the Commissioner, Legislative mandate, Level of service target changes, and changes resulting from internal infrastructure upgrade and refresh activities.

These are most often outside of the standard Annual Release Process and typical operations and maintenance activities.

Desired Outcomes: The Contractor shall provide research and analysis support for implementing changes from mandates and legislative directed change requests.

3.4.2 SUB-TASK 4. COTS CONFIGURATION SUPPORT (CCSD) (FFP)

Contact Center Support Division (CCSD) Support Commercial Off the Shelf (COTS) configurations support will include steps for configuration management, risk management, budgeting, and performance management.

Analytical support shall be provided, by the Contractor, in developing standard measurement and reporting of operational programs as well as developing ad hoc analyses. The Contractor shall provide a range of capabilities in operational research and analysis, including applications of artificial intelligence and advanced statistical techniques.

3.4.2.1 CCSD Design Support

The Contractor shall demonstrate understanding of support for the various contact recording systems such as but not limited to Impact 360. Provide support for the contact center recording and analytics systems. Also have a basic understanding of Standard Telecom practices and procedures and technologies to include Time Division Multiplexing (TDM) and Voice over Internet Protocol

(VOIP).

The Contractor shall provide support for the development and integration of new capabilities and functionality into the IRS Contact Center Environment, as well as the assessment of infrastructure impacts related to changes in existing policy or practice.

The Contractor Shall Perform the Following Tasks:

Change Request, Participation in collaborative design meetings, Analysis and Design of Upgrades and Technology Replacement related to Contact Center Applications described above, Development of Design Documents and Technical White Papers (Evaluation, Interface Control Documents Analysis and Design), Analysis of Proposals, Strategic Investments, and Future Technology, Contact Center Application Support (Plan, Design, Test, and Implementation), Documentation of processes and procedures, Weekly Status reports.

Desired Outcome: The Contractor shall provide written proposals and/or evaluations as requested based on assigned tasks. The Contractor shall assist IRS personnel with the models to identify policy, process, or system/technology implications of alternative actions and assumptions, and recommend any policy, process, or system/technology changes that would improve the operation and efficiency of the IRS Contact Center Environment. Areas impacted include but not limited to:

Process Management, Identification, Re‐engineering & Optimization, Independent Verification and

Validation of Contact Center processes and procedures, Project Management Office (PMO) Advisory & IT Governance, IT Service Management, Performance Management, Configuration Management, Change Management, Strategic Planning, Communications Strategy & Implementation Incident and Problem Management

3.4.2.2 CCSD Call Routing/Delivery Platforms

The Contractor shall also demonstrate proficiencies in support of various contact center systems to include, but not limited to Cisco’s Unified Contact Center Enterprise (UCCE) suite of applications, Customer Voice Portal (CVP), Intelligent Contact Manager (ICM), Cisco Unified Unity Call Manager (CUCM), Cisco Predictive Dialer, Cisco Contact Manager Portal (CCMP), Acqueon List Campaign Manager (LCM), Verint Impact 360, Text to Speech tools including Nuance Text to speech cloud or on Prem support; Convergys Inter-voice (VRU), Aceyus Vue, Alvaria WFM forecasting and scheduling system. This shall include the updates and changes to the support of Windows/Wintel servers and contact center applications.

This should include day to day support included but not limited to:

Base Hardware configurations, Network configurations, Security Hardening configurations, Patch Deployment and configurations, Upgrade Activities (Applications migration, Server builds, Standardization and automation), Hardware replacement, troubleshooting issues related to Contact Center Applications described above and Operating systems, Database Administration and Configuration, Standardization, Optimization, Maintenance, Development activities, Reporting, Architect and design

The Contractor shall have the technical expertise required to provide configuration and operational support for the Verint Impact 360 application. This support will include response to business requirements, upgrades and maintenance, after hours support and intraday operational support. The Contractor shall have proficiencies with the Verint Impact 360 platform with emphasis on continued development as application skill set needs change. The Contractor shall provide written procedures for Verint Impact 360 Health checks so that they can be stored and/or shared on SharePoint or other IRS repository.

Applicant must have a general understanding of networking principals (VoIP, Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), etc.). This shall include the update and changes to the support of servers and the contact recording application. The day to day support includes but is not limited to:

The Contractor shall perform the following tasks at the direction of CCSD Management: Base Hardware configurations, Network configurations, Patch Deployment and configurations, Upgrade Activities, Application migration, Server builds, Standardization and automation, Hardware replacement design Troubleshooting issues related to Contact Recording, Database Administration and Configuration, Standardization, Optimization, Maintenance, Integration, Development activities, Queries, Reporting, Architect and design, Application maintenance

Desired Outcomes: The Contractor shall provide support for the call routing and delivery platforms including configuration and operation support.

3.4.2.3 UCCE COTS Product Configuration Support

The Contractor shall perform the following tasks at the direction of CCSD Management Including but not limiting to:

• Provide operational support and monitoring of the

• Cisco CVP and ICM systems within the IRS UCCE and collaborate with business owners to identify and resolve issues within the environment. This would also include impact assessments.

• Deliver recommendations and solutions for the IRS UCCE which consider the multiple technologies, business owners, stakeholders and customers of the IRS.

• Incorporate continuous improvement geared toward moving the IRS Contact Center into the future.

• Provide Scripting Management Support for Cisco CVP and Cisco ICM platforms in support of Express Lane Projects (Minor, Low Impact, Operational and/or Administrative – Pre-defined criteria)

• Ensure integration of these activities into in progress Business Release development activities, and include configuration integration and documentation integration.

• Ensure quality and preserve integrity of the Annual Business Release cycle, making sure projects outside of the Release do not impact the Release deliverable.

o Ad Hoc Projects o Commissioner/Legislative o Real-Time Operational o Very Rough Order of Magnitude (VROMs)

• After Hours/Off Hours Support Requests o System Patch Deployments o System Reboots o Power Outages Support o IP Address Change Support o Peripheral Gateway (PG) Upgrade Support o Site Maintenance Support

• Use inventory tools and databases to identify, update and maintain asset data currency and accuracy for hardware asset. Report inventory transactions and events in accordance to standard policy and procedures.

• Provide Filing Season Readiness Support and Post Mortem Support Ad Hoc Reporting Requests and Data Analysis requests. Examples include but not limited to: Treasury Inspector General for Tax Administration (TIGTA)/Government Accountability Office (GAO), FBI, Support CCSD/IT Organizational projects

• Provide consultative and strategic planning support in any area necessary to assist the IRS in the review and evaluation of new technologies or future road map plans. Examples include but not limited to: Text to Speech, Natural Language, Remote Worker, Multi-media

• Provide support for various special projects. Examples include but not limited to: UCCE, Toll Free Contact Center (TFCC)

• Provide support to IRS third party vendors and other IRS IT organizations supporting the IRS UCCE. Examples include but not limited to: Applications development (CC-VRU – integration and testing), Alvaria WFM forecasting and scheduling system, Verizon, Noblis, Infrastructure Upgrade Vendor

The Contractor shall provide general support and administrative deliverables to include but not limited to: Weekly Activity Reports, Weekly CCSD Dashboard input, Contractual compliance activities, DTS maintenance and support, project management support, PreUWR meeting coordination and preparation, Bi-Weekly stakeholders meeting coordination and preparation, Quarterly EWT data delivery and analysis, Novice SA Training, Support for other IRS Vendor initiatives, Knowledge transfer, Asset Management disposal paperwork and artifacts to document asset sanitization and disposal

The Contractor shall provide experience in the following areas: Supporting Contact Center integration with Verizon IP Toll-Free services, Developing Skills Based routing across all Agent Services, Contact Center Enterprise multi-media deployment experience including Email manager, web collaboration, image correspondence, blended agent, developing custom reports and on-going support capabilities (including detail to summary table links), Providing strategic and tactical support to new Enterprise initiatives, Providing technical support for the integration of ICM data and multiple data sources into the Enterprise reporting platform

The Contractor shall have extensive experience in developing Cisco ICM routing methodologies to integrate as identified.

As part of the Scripting Management Support for the Contact Center Enterprise, Contact Center Support Division ICM/CVP support group uses a dynamic and flexible release schedule to ensure that business requirements are met.

The Contractor shall provide Scripting Management Support for Cisco CVP and Cisco ICM to deliver the following releases:

Annual Release Process (4 Per Year – January, April, July, October)

• Description: The IRS Contact Center delivers 4 Major Releases a year. Each of these Releases are delivered using a bundled design including development and deployment methodology bundling multiple Change Requests into a single deployment date.

Express Lane Releases

• Description: These are system changes that fit within pre-defined criteria. These are worked outside of the standard Annual Release Process and provide a channel by which the business can request change outside of the 4 Major Releases.

After Hours/Off Hours Support Releases

• Description: These are requests to the ICM/CVP team for support between 1am and 6am M-F and/or on weekends. These typically include the need for testing support after activities such as:

System Patch Deployments, System Reboots, System Configuration changes, upgrades, etc.

Average number of After Hours/Off Hours Support Requests (provided in days) per year: (60).

Support of ICM scripting with estimated volumes

• 1823 ICM Routing Scripts

• 758 ICM Administrative Scripts

• 102 Dialed Numbers

• 6603 Translation Routes

• 350 Applications/Services

• 302 Skill Groups

Desired Outcomes: The Contractor shall provide support and monitoring of the UCCE COTS products. Support of ICM scripting and administrative tasks in support of the UCCE release schedules.

3.4.2.4 CCSD Engineering Infrastructure and COTS Platform Configuration Support The Contractor shall have proficiencies with current release versions of Windows Server including Active Directory Services. The Contractor shall maintain Windows skill sets as needs change. The Contractor shall also demonstrate proficiencies database tuning support for the various contact center systems to include but not limited to Unified Contact Center Enterprise (UCCE) including CVP, ICM, CUCM, Unity, Predictive Dialer, Acqueon List Campaign Manager (LCM), Cisco Contact Manager Portal, Verint Impact 360, Convergys Intervoice (VRU), Aceyus Vue, Nuance Text to Speech, Mindful Customer Callback, Alvaria WFM forecasting and scheduling system, or their replacement platforms

This shall include the updates and changes to support all UCCE Windows/Wintel servers and contact center applications. The Contractor shall also provide general database administration services for MS SQL, Oracle or other similar database tools.

The Contractor Shall Perform the Following Tasks: Base Hardware Configuration, Network Configuration, Security Hardening Configuration, Security Compliance (Work Planning and Control (WPC), Security Compliance Posture Monitoring & Reporting (SCPMaR), etc.) Security Patch Deployment, Active Directory Administration, User Administration, Group Policy Development, Script Development (Logon, Logoff, and Mapping), Contact Center Application Support (Plan, Design, Test, and Implementation), Level 3 Operating System Support, CCSD Contact Center Application Upgrade Support, Application migration, Server builds, Standardization and automation, Hardware replacement/maintenance, Hardware inventory transaction reporting and asset sanitization. Weekly Status reports, Change Management Documentation, Troubleshooting issues related to but not limited to: Contact Center Applications described above, Operating systems, Hardware, Database Tools, Network and Hardware tools (HP Insight, HP Business Service Management (BSM), HomePNA (HPNA), Statseeker), Application Tools, Database Administration and Configuration, Standardization, Optimization, Maintenance, Backup and Restore, Integration, Development activities, Queries, Reporting, Architecture and design, Stored Procedures, Security configuration and Design, Direct support and documentation of advanced query development for Contact Analytics, Direct support of all database specific functions of CCSD application; including but not limited to, Contact Center Enterprise (UCCE) including CVP, ICM, CUCM, Unity, Predictive Dialer, Acqueon List Campaign Manager (LCM), Cisco Contact Manager Portal, Verint Impact 360, Convergys Intervoice (VRU), Aceyus Vue, WFM custom functions, WFM conversion efforts, Database Upgrade, Installation, and conversion support

Desired Outcome: The Contractor shall assist IRS personnel with the models to identify policy implications of alternative actions and assumptions, and recommend any new data that would be appropriate to collect from the system or from customers to support such analyses under Business Management to include: Process Management, Identification, Re‐engineering & Optimization Independent, Verification and Validation of Contact Center processes and procedures, PMO Advisory & IT Governance, IT Service Management, Performance Management, Configuration Management, Change Management, Strategic Planning, Communications Strategy & Implementation.

3.4.2.5 CCSD Monitoring Room Support

The Contractor shall provide coverage in the CCSD Monitoring Room based upon the schedule provided by IRS management during the following hours of operation: 24 X 7 or as requested.

Monday – Friday 5:30am – 5:30pm and Saturday – Sunday 7:00am – 5:30pm. The Contractor shall have proficiencies with database tuning support for the various contact center systems to include but not limited to Unified Contact Center Enterprise (UCCE) including CVP, ICM, CUCM, Unity, Predictive Dialer, Acqueon List Campaign Manager, Cisco Contact Manager Portal, Verint Impact 360, Convergys Intervoice (VRU), Aceyus Vue, Alvaria WFM forecasting and scheduling system and Windows Server, including Active Directory Services, with emphasis on continued development as windows skill set needs change. This shall include the update and changes to the support of Windows/Wintel servers and distinct contact center applications.

The Contractor shall provide operational support and monitoring of the Cisco CVP and ICM systems within the IRS UCCE and other systems as required and collaborate with business owners to identify and resolve issues within the environment. This would also include impact assessments.

The day to day support includes but is not limited to: Base Hardware configurations, Network configurations, Security Hardening configurations, Patch Deployment and configurations, Upgrade Activities, Applications migration, Server builds, Standardization and automation, Hardware replacement, Hardware inventory transaction reporting and asset sanitization Troubleshooting issues related to: Contact Center Applications described above, Operating systems, and Hardware

The contact center platforms are as follows: Database tuning support for the various contact center systems to include but not limited to Unified Contact Center Enterprise (UCCE) including CVP, ICM, CUCM, Unity, Predictive Dialer, Acqueon List Campaign Manager (LCM), Cisco Contact Manager Portal, Verint Impact 360, Convergys Intervoice (VRU), Aceyus Vue, Alvaria WFM forecasting and scheduling system.

The Contractor shall perform the following tasks: Contact Center Platform Monitoring Event, Incident, and Problem Management, Provide Onsite Support to the Operation Office, Submission of Enterprise Status Report (Morning\Afternoon), Incident Management Collaboration with CCSD Vendors, Coordinate Vendor Onsite Maintenance, Participate in UNS EOY Filing Season conference, Coordinate Contact Center Power Outages, Schedule Contact Center Platform Maintenance, Provide Weekly CCSD Dashboard Performance Metric Reports, Filing Season Readiness Inventory Validation, Reset Contact Center Application Passwords, Manage Contact Center Application User Accounts, Active Directory support for UCCE, Data Analysis and Trending, Contact Center Performance Metric Reporting, Call Detail Research via Queries to the ICM, Provide Daily Status at Standup Meetings, Perform Daily Platform Health Check, Trace Calls on the Contact Recording Platform, Develop and Maintain Monitoring Room Standard Operating Procedures, Provide FEMA support, Disaster Recovery Support

Desired Outcomes: The Contractor shall provide operational and monitoring room support of the UCCE applications, incident and problem management activities, and reports.

3.4.2.6 System Administration

The Contractor shall operate in the capacity of a support function in sustainment of operating environments for report coding development, testing, training and production. This support includes system troubleshooting, Asp and .Net coding and development of reporting components, configuration, and installation support.

Desired Outcomes: The Contractor shall provide system admin support for ASP and .NET coding.

3.4.2.7 Configuration Management

The Contractor shall develop and implement a Configuration Management Plan and Change Management Process that facilitates the management of change throughout the task order life cycle.

In addition to adopting the CCSD, the Contractor’s Configuration Management Plan shall also address a release management strategy that accommodates normal release procedures, as well as, those issues deemed as emergency and requested outside of the normal release schedule processes.

Desired Outcomes: The Contractor shall implement a configuration management and change management plan and release management strategy.

3.4.2.8 Technical System documentation

The Contractor shall verify, analyze and produce final documentation requirements, to include but not limited to, business rules, business process and data flows, design, external interfaces, and site interfaces. The Contractor shall provide continual maintenance of said documentation throughout the lifecycle of the task order. The Contractor shall provide updated documentation, including architectural diagrams describing all changes, enhancements, and other improvements to the contact center.

Desired Outcomes: The Contractor shall analyze and provide final documents and requirements for processes.

3.4.2.9 Workforce Management (WFM) Support

Workforce Planning and Staffing Alvaria WFM configuration changes.

The Contractor shall provide Workforce Planning philosophies, disciplines, and proficiencies to support the forecasting of Inventory work types and multiple Agent groups supporting more than

10.3 million inventory receipts per annum. The IRS Enterprise currently has multiple sites established to provide Inventory processing.

The Contractor shall provide a balanced set of forecasts and schedules (based on the skill set of existing staffing) for Telephone and Inventory requirements processing.

The Contractor shall provide Workforce planning/staffing requirements for the Enterprise to meet a mandated level of service of taxpayer demand which can change quarterly and yearly based on Congressional approved budgets. The Contractor shall have proficiencies in forecasting at an Enterprise level that meet specific service level and/or level of service objectives. The Contractor shall have in- depth knowledge of Enterprise Workforce Planning disciplines with emphasis on Workforce Management tools such as Alvaria WFM. The IRS/Contact Center has a need to support the following:

• Provide support and assist with performing 5 planning period forecasts to support taxpayer demand inclusive of filing season calls/services at approximately 22,000,000 Million calls

• Provide support and assistance with non- filing season calls/services at approximately 48,000,000 with handles times of approximately 670 seconds enterprise for Customer Account Services and an approximate Average Speed of answer of 565 seconds for Customer Account

Services.

• The Contractor shall assist with forecasting of telephone, correspondence and electronic media inquiries.

• The Contractor shall assist in sophisticated forecasting and scheduling of staffing to at least 69 complex services supported by approximately up to 8 layers of Agent Groups - an average of over 4 Agent Groups per service.

• The Contractor shall provide Work Force Planning philosophies and disciplines, proficiencies to support the forecasting of call volumes and agents across multiple contact centers, using tools such as but not limited to Alvaria WFM.

• The Contractor shall provide briefings, strategic work sessions, training activities, open dialogue team work, and other relevant support communication.

• The Contractor shall provide support for the planning and analysis of forecasting and scheduling services.

• The Contractor shall provide “What if” analysis and propose staffing alternatives.

• The Contractor shall assist in developing options based upon expected demand, staffing and performance requirements.

• The Contractor shall communicate informed staffing requirements to all executive level management.

• The Contractor shall prepare telephone program work plans and schedules as well as

Correspondence Contact inquiries and demand.

• The Contractor shall assist in deployment and upgrade of Workforce Management systems.

• The Contractor shall have a thorough understanding of industry Workforce Planning disciplines, system configurations and deployments.

• The Contractor shall assist the Planning and Analysis Branch with data analysis and trending for long-range planning.

• The Contractor shall assist with preparing comparisons of actual telephone results to forecasted telephone schedules.

• The Contractor shall collect, develop and interpret Enterprise adherence data based on days, weeks, and years. Assisting in producing annual, quarterly and monthly workforce schedules for all Enterprise Contact Center.

• Provide recommendations and support client in preparation of planning documentation and presentations for annual Work Plan conference. Participate in annual Work Plan conference upon request of the client.

Desired Outcomes: The Contractor shall provide support, forecasting, analysis and reports for the WFM systems.

• 3.4.2.9.1 Planning:

o SME Support: Provide assistance to client and contract support team to troubleshoot and resolve requirements planning process issues.

o Development of tools to enhance quality assurance and validate intermediate process steps.

o Assist client to resolve issues with creation of site Allocation percentages (Phone and

Inventory).

o Support client in the development and optimization of intra-day (half- hourly) inventory requirement patterns based on workload, enterprise and site hours, and site availability / staffing patterns.

o Develop processes and procedures to adjust workload and Ready Agent Hours requirements models for holiday periods (holiday factors, special hours, special patterns, inventory cross-midnight adjustments, etc.).

o In absence of provided planning assumptions, utilize workforce management tool capabilities to generate Enterprise level Ready Agent Hour requirements for Initial Fiscal Year process (creation of Schedule Runs and import of Staffing Overrides).

o Process analysis and development necessitated by addition of or changes to product lines serviced by Account Management Remittance Processing System (AM RPS). Provide feedback to client regarding impact of process changes to existing processes / users.

Coordinate timing of process change implementation to mitigate risks.

o Advise client regarding Forecasting and Scheduling Process re- engineering incorporating best practices in call center management and workforce management practices.

o Translation of Contact Center provided application level Enterprise Requirements into Agent Group Ready Agent Hours requirements.

Desired Outcomes: The Contractor shall provide support, develop processes, analysis, and reports.

• 3.4.2.9.2 Enterprise Planning - Scheduling:

o Validate and update configuration (operating hours, application / agent group associations, etc.) / planning assumptions (Ready Agent Hours and Handle Time) and consult with the client to resolve any discrepancies.

o Update Excel tools (P-Tools, Split Master, Calculator, and Override tools) to prepare for upcoming Fiscal Year processing. Verify all links between files are correct.

o Override Set Process. Refreshing the data in the override tools and incorporating into WFM or similar software tool.

o Allocation Process. Creation of site allocation percentages requires verification and consultation with the client to address and resolve outstanding issues. Final allocations are entered into sets in WFM or similar software tool.

▪ Allocate override set data (Ready Agent Hours) from Enterprise to Site level.

o Generation of site level forecasts of required half-hourly Ready Agent Hours (phone and inventory) within WFM or similar software tool to be utilized in the site schedule testing process.

o Generation of Intraday forecasts (IDP) of required half-hourly Ready Agent Hours (phone and inventory) within WFM or similar software tool to be utilized in real-time performance management processes.

• Site Work Plans: Compile WP&C Phone and Inventory hours and provide to client for use as AM Guidance to sites for development of their Work Plans.

• IDP Adjustment Process: Revised Intraday forecasts (IDP) of required half- hourly Ready Agent Hours (phone and inventory) within WFM or similar software tool based on Site feedback

• Tactical Forecast o Gather and validate historical data o Input any changes to current fiscal year/planning period forecast o Input any known assumptions for the upcoming weeks/periods o Trend future weeks/periods based on historical/assumptions for upcoming weeks

Desired Outcomes: The Contractor shall provide support to validate, update configurations and tools. Generate reports and forecasts.

• 3.4.2.9.3 Analysis:

o Support client to develop cost models based on response rate to Notices.

o Assist client to develop analysis of workflow (phone, inventory) patterns for use with WFM or similar software tool and planning processes.

o Perform analysis of impacts to planning based on proposed or enacted legislative action and tax law changes.

o Analyze data upon request of client to validate results provided previously by another group / organization.

o Review processes and procedures to develop recommendations for improvement as a result of goals / metrics that were not met.

o Develop models using different scenarios to evaluate short and long- term effects on contact center goals and productivity based on Budgetary Adjustments.

o Develop models using different scenarios to evaluate short and long- term effects on contact center goals and productivity based on Service Model Modifications.

o Develop models using different scenarios to evaluate short and long- term effects on contact center goals and productivity based on Staffing Model changes.

o Recommend changes to workflow (phone, inventory) to facilitate multi- skill modeling and planning.

o Assist client in the development of Power Point presentations of processes and procedures, system capabilities, etc. for executive briefings. Provide support for recommendations when participating with the client in decision making process.

Desired Outcomes: The Contractor shall develop models, provide changes, develop presentations, analyze data, develop cost models, review and provide improvements.

• 3.4.2.9.4 Administrative / Maintenance:

o SME Support: Configuration changes and updates necessitated by addition of or changes to product lines serviced by AM RPS. Provide feedback to client regarding impact of system configuration changes to processes / users. Coordinate timing of system configuration changes to mitigate risks.

o SME Support: Assist client to resolve issue log items from WFM end users.

o SME Support: Interface with client (Remittance Processing System (RPS), Contact Center

Strategy and Architecture (CCSA) and IT) and vendor to address system issues with the WFM software or similar software tool.

o SME Support: Develop and maintain tools used in the Forecasting and Scheduling Planning processes. (PTools, Splits Master, Calculators, Override Tools, Hours Compare, Child SG Validation, IDP Validation, Rounding Tools, etc.)

o SME Support: Develop and maintain tools used in the IDP Adjustment process.

o SME Support: Support RPS Client and contract support team to troubleshoot and resolves issues with MS Excel and MS Access tools and templates.

Desired Outcomes: The Contractor shall provide support, develop processes, analysis, and reports.

• 3.4.2.9.5 Project Management:

o SME Support: Analysis of workflows, process modeling and development of decision and white papers relating to additional organizations with IRS utilizing WFM system for their planning activities. (Electronic Preventative Services Selector (EPSS), Employee Resource Center (ERC), etc.)

o SME Support: Review Vendor documentation in preparation for WFM system Updates / Upgrades. Draft summary documentation and provide to client.

o SME Support: Develop white papers, decision and design documents, and project artifacts in support of CCSA implementation tasks. (i.e. Workforce management software assessment tools, Desk References for the Workforce Support (WFS) web site, Desk References for the Bucket Files web site, Concept of Operations CONOPS, Business Performance Assessment Plan (BPAP), Organizational Roles and Responsibilities, Organizational Transition Plan (OTP), Communications Plan) o SME Support: Interface with RPS client, CCSA, IT and vendor to develop, maintain and improve processes to interface external data sources with WFM.

Desired Outcomes: The Contractor shall provide support, develop processes, analysis, and reports.

3.4.2.10 Text -To-Speech Support

Monitor, support and integrate business requirements both new and updated for IRS approved technologies including Cisco Unified Contact Center Enterprise (UCCE), CVP, Cisco ICM, and Alvaria WFM that will enhance the taxpayer experience relating to call routing and staffing requirements supporting the various Business Operating Divisions. In support of this objective the Contractor shall provide the Text-to-Speech component of Cisco ICM to the Cisco CVP. This support shall include but not limited to: A Text to Speech System Software Engineer; The Contractor performing text-to-speech tasks in support of the IRS Contact Center, constructing voice recordings, serving as the system software engineer for the voice to text software and hardware present in the Contact Center, building and converting recordings in both English and Spanish, Change Management & Routing/Automated Application Support; Partner with the Business Operating Divisions to develop detailed requirements for CCE sub-systems; Act as the Business point of contact for the IT organization in the design, development, testing and deployment of UCCE changes, ensuring that technical solutions deliver the required Business functionality;

Facilitate an orderly transition of call routing and Management Information Data to Operations; Act as the liaison between the various Contact Center components, the Business Objects Data Services (BODS) and IT, and is responsible for the development, implementation and maintenance of taxpayer- facing interactive applications for the telephone and internet; Facilitates the development and integration of new call routing processes, integrates business requirements; Utilizes the MATRIX to control, approve, update and track information or changes to the submitted “change request”.

DESIRED OUTCOME: The Contractor shall assist IRS personnel with the models to identify policy implications of alternative actions and assumptions, and recommend any new data that would be appropriate to collect from the system or from customers to support such analyses under Business Management to include: Process Management, Identification, Re‐engineering & Optimization, Independent Verification and Validation of Contact Center processes and procedures, PMO Advisory & IT Governance, IT Service Management, Performance Management, Strategic Planning, Communications Strategy & Implementation, Performance tradeoffs in redistributing resources among major programs such as toll-free/collections /adjustments/etc., Resource, training, and service implications of major policy decisions such as site specialization, How to prepare for and respond to growing demand for e-service, Resources will be required to meet growing demand, Phone and e-mail processes interactions, Current process changes, Data that needs to be collected.

The Contractor shall draw upon both existing historical data and information from relevant IRS subject matter experts to develop simulation models to help answer business questions. The models will simulate real world processes to allow "what-if" analysis of both strategic and operational issues that would be impractical or costly to implement experimentally in the workplace. In developing the models, the Contractor shall work with IRS personnel to sort out interrelationships among processes and identify performance measures of value to achieving IRS goals.

3.4.2.11 Contact Recording/Contact Analytics Support (Impact 360 Support)

Monitor and support all aspects of Verint Impact 360 Systems including current and future architectural designs and configurations. The Contractor shall evaluation current state of contact recording and document problem areas and make recommendations to improve all aspects of performance of the Verint Impact 360 system.

The Contractor shall serve as first point of contact with Business Unit Liaisons on all Contact Analytics search requests, Analyzes data in reports against requested search criteria to generate customer reports, Provides high level analysis and periodically detailed analysis of Computer Audit (CA) search, request data, Collects and track success stories and document process improvements as a result of CA data provided, May serve as primary or backup SharePoint site administrator, Provides administrative support for existing and upgraded Contact Analytics application.

Administrative support includes an understanding of the IRS Contact Recording application.

Desired Outcomes: The Contractor shall provide support, develop processes, analysis, and reports that support Contact Recording/Contact Analytics.

3.4.3 SUB-TASK 4. LIVE ASSISTANCE (FFP)

Live Assistance (LA) is a component of the IRS IT Business Systems modernization effort to improve taxpayer experience by providing taxpayers the ability to communicate and obtain services via a channel of their choice using their device of their choice. Live Assistance addresses constraints in the current Contact Center and Taxpayer Assistance Center (TAC) solution. The contact center assists taxpayers with tax-related problems and questions and has over 35,000 agents operating out of 30+ Contact Center sites located throughout the continental United States and Puerto Rico. In addition, internal customers are serviced by Contact Center staff from the IT Service Desk (IT SD) and the Employee Resource Center

(ERC).

The current workstreams (Agent Desktop Modernization (ADM), Customer Callback Enterprise Solution (CCES), Taxpayer Assistance Center (TAC), Voicebots and Chat Services) are fluid and will evolve as customer needs and technologies change.

• The ADM provides the framework for multi-channel capabilities that integrates Agent/Supervisor Desktop…