Section J - Section L.2 Attachment Website Help Desk Task Order Performance Work Statement.rtf
RTF text file 2 MB Posted
- Solicitation number
- TIRNO-09-R-00051
About this file
Website HelpDesk TO PWS
Text of this file
file_0.wmf file_1.wmf
IRS Web Portal Acquisition Request for Proposals 16 January 12, 2010 file_2.emf file_3.wmf
Internal Revenue Service
ATTACHMENT L.2
IRS Web Portal Acquisition Request for Proposals
Website Help Desk
Version 6.0
January 12, 2010 file_4.wmf
ATTACHMENT L.2 ■ Website Help Desk ■ Version 6.0 file_5.wmf
Table of Contents
| HYPERLINK \l "_Toc251068928" 1 | Introduction | 1 |
| HYPERLINK \l "_Toc251068929" 1.1 | Period of Performance | 1 |
| HYPERLINK \l "_Toc251068930" 1.2 | Scope | 1 |
| HYPERLINK \l "_Toc251068931" 1.3 | Services | 1 |
| HYPERLINK \l "_Toc251068932" 1.4 | Purpose | 2 |
| HYPERLINK \l "_Toc251068933" 2 | Task Order PWS for Help Desk | 3 |
| HYPERLINK \l "_Toc251068934" 2.1 | Website Help Desk Build-Out Phase | 3 |
| HYPERLINK \l "_Toc251068935" 2.1.1 | Build-Out Phase Requirements | 3 |
| HYPERLINK \l "_Toc251068936" 2.1.2 | Deliverables for the Build-Out Phase | 5 |
| HYPERLINK \l "_Toc251068937" 2.1.3 | Exit Criteria for the Build-Out Phase | 6 |
| HYPERLINK \l "_Toc251068938" 2.2 | Website Help Desk Transition Phase | 8 |
| HYPERLINK \l "_Toc251068939" 2.2.1 | Transition Phase Requirements | 8 |
| HYPERLINK \l "_Toc251068940" 2.2.2 | Deliverables for the Transition Phase | 8 |
| HYPERLINK \l "_Toc251068941" 2.2.3 | Exit Criteria for the Transition Phase | 9 |
| HYPERLINK \l "_Toc251068942" 2.3 | Website Help Desk Ongoing Services Phase | 9 |
| HYPERLINK \l "_Toc251068943" 2.3.1 | Ongoing Services Requirements | 9 |
| HYPERLINK \l "_Toc251068944" 2.3.2 | Deliverables for the Ongoing Services Phase | 12 |
| HYPERLINK \l "_Toc251068945" 2.3.3 | Success Criteria for the Ongoing Services Phase | 14 |
| HYPERLINK \l "_Toc251068946" 3 | Performance Standards | 15 |
| HYPERLINK \l "_Toc251068947" 3.1 | Government-Proposed SLOs | 15 |
APPENDICES
Appendix A: Look and Feel of Chat Appendix B: Canned Responses – Chat and E-mail Appendix C: OMB Package Appendix D: Personally Identifiable Information Appendix E: IRS Telephone Threats Appendix F: Analysis Reports, Canned Response Usage Reports, and Topics Report Appendix G: Forecasting through 2012 Appendix H: 2008 IRS.gov Help Desk Phone Referrals Appendix I: IRS.gov IVR Customer Satisfaction Survey Appendix J: Task Order Specific Clauses
Change History Revision # Date Change Description/Purpose
Introduction The IRS.gov Website Help Desk serves taxpayers as a “first aid station” for IRS.gov Website questions such as navigation of Internal Revenue Service (IRS) content and forms retrieval. The IRS.gov Website Help Desk is a complementary service to the IRS toll-free tax assistance line and, therefore, does not respond to tax questions, personal inquiries, or Economic Stimulus queries. The Contractor shall provide a new IRS.gov Website Help Desk solution consistent with the Portal Acquisition Request for Proposal (RFP) Statement of Objectives and compliant with the requirements enumerated below in this Website Help Desk Task Order Performance Work Statement (PWS).
Period of Performance The period of performance for this Task Order PWS is for one base year, and two option years for a total of three years. The IRS intends to award four Task Orders at the same time as the contract award. These Task Orders represent the first tasks under the contract. This Task Order PWS is subject to an award fee in accordance with Section G.5.
Scope The scope of this Task Order PWS is comprised of three Phases:
Website Help Desk Build-Out Phase: The planning, design, and development of the new Website Help Desk solution and the preparation for transfer of all current Help Desk operations to the new solution.
Website Help Desk Transition Phase: The transition of the current Help Desk to the target Help Desk Solution.
Website Help Desk Ongoing Operations Phase: The ongoing provision Help Desk operations and maintenance services necessary to support IRS’ goals and objectives.
The new IRS.gov must be transitioned to the new IRS Web environment within one of two IRS non-filing season windows: (1) May through July 2011; OR (2) May through July 2012. The Help Desk must be able to effectively assist taxpayers when the new IRS.gov site goes live.
Services Within each of these three phases, the Contractor shall provide the required products and services for the scope outlined below and in Section C, Statement of Objectives to build, transition, and operate the new Website Help Desk solution for the IRS.
The Website Help Desk service area includes the delivery of a Help Desk that supports multiple capabilities for inbound and outbound channels, types of service and support; allows for reporting, capacity, and language flexibility; and manages person-to-person and automated customer interaction channels in English and Spanish.
The products and services described above for the Website Help Desk Task Order PWS in relationship to the other three Task Orders are illustrated in Figure 1:
file_6.emf file_7.wmf
Figure 1 – Help Desk Task Order PWS Scope Purpose The purpose of this Task Order PWS is to:
| Define the requirements, specifications, deliverables, and exit/success criteria for Help Desk services in each of the three phases defined above. |
| Define the performance criteria that will be utilized to measure the Contractor’s performance during each of the three phases. |
Task Order PWS for Help Desk Website Help Desk Build-Out Phase The Contractor shall build a new IRS.gov Website Help Desk, including all necessary people, processes, and technology, and prepare for transfer of all operations of the current Help Desk to the new Help Desk.
(Refer to the Current State of the Portals and Help Desk Environment attachment for more information on the current Help Desk environment).
Build-Out Phase Requirements The Help Desk shall be provisioned in a secure institutional facility in the United States. The Help Desk shall not be supported by any home-based operation or agent. All Help Desk personnel must be located within the United States.
The Contractor shall provide English and Spanish speaking Customer Service Representatives (CSRs). (When new languages are added, new language CSRs need to be added as well.)
The Contractor shall provide a solution used to process escalations between the IRS points of contact (POCs) and the escalations specialist(s) that can be customized to the IRS’ needs.
The Contractor shall create a help desk training document and course to train CSRs. This document must be reviewed and approved by the IRS.
| The Contractor shall allow for auto-forward interactive voice response (IVR) prompts with a minimum capacity of three IVR menu options. |
| The Contractor shall provide an auto response e-mail solution for selected e-mail types. The solution shall provide rudimentary text analysis capabilities so that selected email types, as specified by the IRS, are exempted from auto response. Responses will be provided by the IRS. |
The Contractor shall provide call recording capabilities equivalent to or better than the current Witness Systems functions.
The Contractor shall provide a chat application via the new IRS.gov Website. The chat application cannot contain any proprietary branding unless specified by the IRS. The chat application must contain the standard look and feel guidelines specified by the IRS (Appendix A, Look and Feel of Chat).
The Contractor shall provide telephone and automated call distribution (ACD) capabilities equivalent to or better than the current ACD system.
| The Contractor shall build an expandable knowledge base that is populated with canned responses. The knowledge base shall provide the capability to update the canned responses as needed (see Appendix B: Canned Responses – Chat and E-mail (complete list will be provided post-award)). |
| The knowledge base referenced in requirement 2.1.1.10 shall be available in English and Spanish. IRS staff will create all English canned responses. The Contractor shall create equivalent Spanish canned responses, subject to IRS approval. |
| The Contractor shall document a report quality assurance process to ensure reporting accuracy. This document will be updated as new reports are created. The report look and feel shall be approved by the IRS. Reports must be provided in a Microsoft Excel format compatible with IRS’s desktop environment. |
| The Contractor shall create the capability to conduct a customer satisfaction survey used to monitor quality of the three channels (chat, e-mail, telephone) of the Help Desk. The survey must be conducted during the session and cannot occur by calling or sending an e-mail to taxpayers after a session. |
The Contractor shall create the Office of Management and Budget (OMB) research survey package and obtain IRS approval. (Appendix C, OMB Package).
The Contractor shall provide a toll free phone number to be used by taxpayers to contact the help desk. This phone number will be posted on various pages on the IRS.gov Website. If possible, the IRS may transfer the current help desk 800 number to the new Contractor.
The Contractor shall use a new IRS.gov e-mail address for incoming and outgoing taxpayer email messages (e.g., IRSWebHelp@IRS.gov). This address will be posted on various pages of the new IRS.gov Website.
The Contractor shall provide a solution that includes:
A process to handle personally identifiable information. This process will be outlined by the IRS (Appendix D, Personally Identifiable Information).
A filter on the e-mail system that immediately sends e-mails with words from the “bad word list” to a separate queue (bad word list contents will be provided post-award).
A process to handle IRS telephone threats, such as bomb threats (Appendix E, IRS Telephone Threats).
The Contractor shall develop a Transition Phase operational readiness checklist describing all elements necessary to bring the new IRS.gov Help Desk into production.
The Contractor shall propose a solution for inquiry escalations that interfaces with the IRS.
The Contractor shall have a system that allows the IRS to monitor any phone call between a CSR and a taxpayer at any time for quality assurance purposes. Call monitoring shall not be detectable by the CSR or taxpayer.
| The Contractor shall provide e-mail, chat, and phone capabilities in English and Spanish. See Table 2-1 – Forecast for E-mail, Calls, and Chat through 2012. |
| The Contractor shall provide project management services necessary to complete all Build-Out Phase work elements. Project manager activities will comply with the Program Management, Project Management, Software Development Lifecycle, and Operations Management Frameworks approved in the Program Management and Integration Services Task Order PWS. |
| The Contractor shall complete the build-out of all hardware and software infrastructure elements necessary to deploy the Website Help Desk solution. |
| The Contractor shall provide Website Help Desk solution architecture and design documentation. |
Table 2‑1 – Forecast for E-mail, Calls, and Chat through 2012 file_8.emf file_9.wmf
Deliverables for the Build-Out Phase The Contractor shall produce and deliver to the IRS, the following work products during the Build-out Phase.
No.
Deliverable Period Detailed Contents D.1.1.1 Help Desk Training Document for CSRs Contractor Proposed D.1.1.2 Help Desk Training Document for Escalation Specialist(s) Contractor Proposed D.1.1.3 Help Desk Required Report Templates Contractor Proposed D.1.1.4 Help Desk OMB Paperwork for an approval number for the customer satisfaction survey Contractor Proposed D.1.1.5 Help Desk Contact Information List Contractor Proposed D.1.1.6 Help Desk Escalation Solution User Guide Contractor Proposed D.1.1.7 Help Desk Help Desk Standard Operating Procedures Contractor Proposed D.1.1.8 Help Desk Help Desk Solution Infrastructure Test Contractor Proposed D.1.1.9 Help Desk Help Desk Solution Architecture and Design Documentation Contractor Proposed D.1.1.10 Help Desk Transition Phase Operational Readiness Checklist Contractor Proposed
Exit Criteria for the Build-Out Phase The Contractor shall meet the following exit criteria to complete the Build-Out:
No.
Service Category Success Criteria E.1.1.1 Help Desk The IRS shall review and approve all Build-Phase deliverables.
E.1.1.2 Help Desk The Contractor shall successfully demonstrate that all requirements from the proposed escalation solution functionality requirements are met.
E.1.1.3 Help Desk The IRS has approved user acceptance testing of the proposed escalation solution.
E.1.1.4 Help Desk The IRS has successfully completed an onsite inspection of the facility and approved the training.
E.1.1.5 Help Desk The IRS has approved the user acceptance testing of the chat feature.
E.1.1.6 Help Desk The IRS has approved the user acceptance testing of the e-mail feature.
E.1.1.7 Help Desk The IRS has approved the user acceptance testing of the phone feature.
E.1.1.8 Help Desk The Contractor has activated phone line, e-mail and chat capabilities.
E.1.1.9 Help Desk The Contractor has delivered the OMB package to the IRS, and the IRS has approved the package to be sent to OMB.
E.1.1.10 Help Desk The IRS and the OMB has approved the customer satisfaction survey.
E.1.1.11 Help Desk The Contractor has developed and delivered the knowledgebase canned responses.
E.1.1.12 Help Desk The Filing Season Readiness Checklist is completed:
| Hiring completed |
| Training completed |
| Topic and sub topic groups had all been identified |
| Canned Responses |
| Updated Escalation POC Matrix |
| Site visit |
E.1.1.13 Help Desk The IRS has approved the Transition Phase Operational Readiness Checklist.
Website Help Desk Transition Phase Overarching requirements for the Transition Phase of the Help Desk Task Order PWS include the following:
The Contractor shall provide project management services necessary to complete all Transition of the Help Desk work elements during the phase. Project manager activities will comply with the Program Management, Project Management, Software Development Lifecycle, and Operations Management Frameworks approved in the Program Management and Integration Services Task Order PWS.
Transition Phase Requirements The Contractor shall input a welcome message in the IVR that a caller will hear when they first call. The script will be provided by the IRS.
| The Contractor shall input an auto welcome message in the chat application to welcome users to the help desk and explain the purpose of the help desk. The message will be provided by the IRS. |
| The Contractor shall develop all reports listed in Appendix F, Analysis Reports, Canned Response Usage Reports, and Topics Reports. |
| The Contractor shall transition any remaining escalations from the incumbent escalation portal into the new escalation solution. |
The Contractor shall input IRS points of contact information into the new escalation solution.
The Contractor shall transition all of the reports (from the prior two years) from the incumbent to the new contract without interruption of service (prior 2 years worth of data).
The Contractor shall transition the e-mail address approved by the IRS and e-mails without interruption of service.
The Contractor shall complete all transition activities without any interruption in service The Contractor shall work with the incumbent and the IRS to complete the transition.
| The Contractor shall provide a Web Site Help Desk Emergency Contact List. |
| The Contractor shall update the Transition Phase Operational Readiness Checklist. |
Deliverables for the Transition Phase The Contractor shall produce and deliver to the IRS, the following work products during the Transition Phase.
No.
Deliverable Period Detailed Contents D.1.2.1 Help Desk Approved Transition Procedure Guide Contractor Proposed D.1.2.2 Help Desk Transition Phase Operational Readiness Checklist Contractor Proposed D.1.2.3 Help Desk Emergency Contact List Contractor Proposed Exit Criteria for the Transition Phase The Contractor shall meet the following exit criteria to complete the Transition Phase.
No.
Service Category Success Criteria E.1.2.1 Help Desk The IRS has reviewed and approved all Transition Phase deliverables.
E.1.2.2 Help Desk All the information identified in the Requirements for Transition section has been successfully transitioned.
E.1.2.3 Help Desk All CSRs are cleared, staffed, and trained for all channels prior to go live.
E.1.2.4 Help Desk The IRS has approved the Transition Phase Operational Readiness Checklist and has provided the authority to transition the new Help Desk into production status.
Website Help Desk Ongoing Services Phase Ongoing Services Requirements The Contractor shall provide maintenance and operation services for all elements delivered in the Build-out and Transition Phases.
| The Contractor shall provide project management services necessary to complete all Ongoing Services Phase work elements. Project manager activities will comply with the Program Management, Project Management, Software Development Lifecycle, and Operations Management Frameworks approved in the Program Management and Integration Services Task Order PWS. |
| For foreign languages other than English or Spanish, the Contractor shall maintain a canned chat, e-mail, or voice response that includes references to International Help Desk and Form 1040 assistance numbers. |
| The CSRs shall have access to an inventory of English and Spanish canned responses maintained by the IRS to assist the CSRs in providing consistent responses to common inquiries (see Appendix B : Canned Responses – Chat and E-mail (complete list will be provided post-award)). |
| Ongoing operations shall include call logging – IRS will maintain guidance on information to be captured (with summary of agent response to caller). Information could include call deflection, automated “receipt of e-mail” responses, well-defined escalation paths for call resolution, and operational level agreements for second tier responses resulting from calls transferred to other Help Desks. |
| The hours of operation of the Help Desk shall be, at a minimum (note: hours of operation are subject to modification when April 15 falls on a weekend.): |
| June 1st – January 31st : 8 AM – 8 PM EST Monday – Friday (chats, e-mails, and calls) |
February 1st – April 15th 8 AM – 12 PM EST Monday – Friday (chats, e-mails, and calls) February 1st – April 15th 8 AM – 8 PM EST Saturdays (chats, e-mails, and calls) Sunday before filing deadline: 8 AM – 8 PM EST (chats, e-mails, and calls) April 16th – May 31st : 8 AM – 8 PM EST Monday – Friday (chats, e-mails, and calls)
| The new IRS.gov Help Desk will normally be closed on federal holidays except during peak season (January 1 – April. 30). During peak demand, defined as January 1st – April 30th, the Contractor shall staff for handling only e-mail on both Martin Luther King Day and President’s Day. |
| The Help Desk shall meet the specified Service Level Agreements (SLAs) for the projections in Appendix G, Forecasting through 2012. These forecasts do not take into account changes in legislation or other unforeseen events. (These numbers will be based on a yearly forecast Appendix G, Forecasting through 2012.) |
| The Contractor shall produce reports to include, at a minimum, metrics for average contact wait, average call and chat duration times, volume of contacts by type and topic/sub-topic, agent utilization, percentage of first contact resolutions, number of abandoned calls, average call times by agent, call resolution rate by agent, and service level performance. This report must be provided in a Microsoft Excel format compatible with IRS’s desktop environment. Ad hoc summaries for each of these metrics, current to the last 30 minutes of operation, shall also be available to IRS personnel upon request. |
The Help Desk shall integrate with the IRS toll-free tax assistance line and the internal IRS help desks by enabling in-bound and outbound cold transfers.
| The Help Desk shall have the capability to have at least three IVR menu prompts at the start of a call to allow a call to be transferred to another IRS Call Center before the CSR answers the phone. |
| The Contractor shall maintain and modify all IVR scripts. |
| In the event of weather or any type of emergency, the Contractor shall provide the capability to change the IVR message in a timely manner (1-2 hours). The emergency message will be provided by the IRS. |
| The Help Desk shall answer user inquiries regarding IRS services and Website support (not tax related questions) via chat, e-mail and toll-free telephone support. |
| In the event the CSR is not able to assist the caller and is unable to provide the caller with another resource for assistance, the Help Desk shall have in place escalation procedures for the CSR to forward the customer’s inquiry to a Help Desk escalation specialist. The escalation specialist shall validate the escalation and, if appropriate, forward the inquiry to an IRS Point of Contact (POC), as directed by the IRS, for assistance. |
The Help Desk shall have escalation and documentation procedures in place for the CSRs to utilize in the event a bomb threat or other threatening call is made to the Help Desk (to be given by the IRS) as described in Appendix E, IRS Telephone Threats. The CSR shall direct threatening and phishing e-mails and those that contain “bad words,” as defined by a list provided by the IRS (updated on a yearly basis), to specified IRS e-mail addresses. E-mails directed to the “bad word” queue shall not receive an auto-reply.
| The Help Desk shall have a documented procedure for handling phishing e-mails. This procedure will be worked between the IRS and the Contractor and documented in the standard operating procedures (SOPs). |
| The CSR shall tag all calls, chats, and e-mails by topic and sub-topic. For all: |
| Chats: The CSR shall record questions/comments regarding the Website. |
| E-mails: The CSR shall record areas visited on the Website and questions/comments regarding the Website. |
| Calls: The CSR shall try to capture, record, and store the caller’s ZIP Code, the type of inquirer, i.e., tax accountant, consumer, etc., gender, language spoken, areas visited on the Website, and questions/comments regarding the Website. |
| The System should allow for ad hoc changes to topics and sub topics. |
The CSR shall respond:
To a chat by pointing the Web user to the content on the Website, but shall not answer specific questions or provide specific content in response to an inquiry.
To an e-mail inquiry by copying and pasting an answer from the Website or directing the Web user to the correct location(s) on the Website to answer his inquiry.
| To a caller inquiry by directing the Web user to the correct location on the Website to answer the inquiry. |
| The CSR shall not interpret content or provide tax assistance or advice to the Web user in response to any inquiry. The CSR shall not make recommendations to the Web user regarding the use of any particular Free File or e-file provider over another. |
| The Contractor shall allow for canned response updates, additions, and deletions to be made to the knowledge base at any time. |
The Contractor shall work with the IRS to conduct a yearly recertification of the canned responses.
The Contractor shall provide and maintain an escalation solution that includes requirements specified by the IRS. This application will be used to process escalations with the IRS points of contact and the escalation specialist(s) (Appendix H, 2008 IRS.gov Help Desk Phone Referrals).
The Contractor shall adhere to a records retention policy specified by the IRS.
| The Contractor shall be responsible for filing the Office of Management and Budget (OMB) paperwork for the Customer Satisfaction Surveys. |
| The Contractor shall maintain the Secure File Transfer Protocol (FTP) capability for retrieving of extracts and witness (or equivalent) calls. |
The Contractor shall maintain a contact quality review process of a sample of at least 6 calls per day per site (5 during peak demand) to support organizational quality and a managerial review of 2 evaluative reviews per employee per month for performance feedback.
The Contractor shall build a knowledge base that is populated with canned responses created by the IRS. This document will be updated on a yearly basis and allow for ad hoc changes.
The Contractor shall have a duplicate knowledge base in Spanish. The Spanish canned responses will be translated into Spanish by the Contractor’s Spanish CSR and will be sent to IRS for approval.
The Contractor shall maintain a chat application used via the new IRS.gov Website.
| The Contractor may suggest additional technologies (ex: Automated service agent) and call deflection methodologies to assist in meeting desired Service Level Objectives (SLOs). |
| The Contractor will support IRS annual site visits and respond to annual forecasting that occurs each year in August/September in preparation for the filing season. |
| The Contractor shall provide a post filing season review, to include volumes for the filing season, review of reports, and analysis of the survey results. |
The Contractor shall maintain CSR staffing based on annual forecasting that occurs each year in August/September in preparation for the filing season.
Deliverables for the Ongoing Services Phase The Contractor shall produce and deliver to the IRS, the following work products during ongoing Help Desk services.
No.
Deliverable Period Detailed Contents D.1.3.1 Statistical Summary Report Weekly Metrics for average contact wait, average call and chat duration times, volume of contacts by type and topic/sub-topic, agent utilization, percentage of first contact resolutions, number of abandoned calls, average call times by agent, call resolution rate by agent, and service level performance. Ad hoc summaries for each of these metrics, current to the last 30 minutes of operation, shall also be available to IRS personnel upon request.
D.1.3.2 Classification Report of new IRS.gov Help Desk Statistics by Topic Weekly
D.1.3.3 Service Level Agreement Report Weekly
D.1.3.4 Call by State Weekly
D.1.3.5 Database Extract of Free Files Weekly from Jan 1 - Apr 30 each year Topic and Sub-Topic of all contacts.
D.1.3.6 Canned Response Usage Report Monthly during peak demand
Bi-weekly during off-peak demand See Appendix F, Reports –Analysis Report, Canned Response Usage Reports, and Topics Reports.
D.1.3.7 CSR Chat - E-mail – Phone Comments Report Monthly This is simply an extract of all comments that come into the help desk. This includes all inquiries, not just those that are escalated.
D.1.3.8 Witness (.wav files) Extract Report Monthly File(s) that contain an extract of a call between a CSR and a taxpayer.
D.1.3.9 Backup of all chat, e-mail, and escalation data Yearly Backup will be provided monthly; with delivery to IRS on a yearly basis (yearly data dump).
D.1.3.10 Database extract of chat or chat transcripts Monthly Alternating chat or e-mail each month as specified by the IRS at the start of each year.
D.1.3.11 Escalation Portal Report Annually Extract of all prior year Escalations from the Escalation Portal and all prior year chat, e-mail, and call information D.1.3.12 Customer Satisfaction Surveys Quarterly Includes chat, e-mail, and phone contacts (Appendix I, IRS.gov IVR Customer Satisfaction Survey) D.1.3.13 Ad Hoc Reports As requested
Success Criteria for the Ongoing Services Phase The Contractor shall meet the following success criteria for the Ongoing Services Phase.
No.
Service Category Success Criteria E.1.3.1 Help Desk Meets all Help Desk Service Level Objectives and Service Level Agreements.
E.1.3.2 Help Desk All reports are accurate, timely and approved by the IRS.
E.1.3.3 Help Desk Responsive to ad-hoc requests for reports.
Performance Standards The focus on Help Desk operations is providing rapid customer service using multiple communications channels. The following Service Level Objectives (SLOs) will be used by the IRS to measure Contractor performance and the Contractor shall collect and report on data that documents achievement or failure to achieve the stated objectives. The Contractor may propose additional or alternate performance metrics, with rationale supporting how those metrics will achieve the objective of rapid customer service, for IRS consideration and approval.
Government-Proposed SLOs No.
Service Level Agreement Service Level Objective Conditions S.1.3.1 Response time for phone calls 80% of the calls answered within 3 rings or 40 seconds (calls not answered within 3 rings will be provided the option of being forwarded to an automatic voice mail service or continuing to hold).
Measured monthly – Attached S.1.3.2 Response time for e-mails 100% of the e-mails responded to within 24 business hours with scripted e-mail response.
100% of the e-mails receive an auto reply response within 1 hour Measured monthly – Attached
Measured monthly – Attached S.1.3.3 Response time for chats 80% of the chats answered within 40 seconds.
Measured monthly – Attached S.1.3.4 Abandoned calls Not to exceed 5%.
Measured monthly S.1.3.5 Voice-mail system response 100% of messages left in system during business hours retrieved and responded to within 1 hour of receipt.
100% of messages left in system during non-business hours retrieved and responded to within next 8 business hours.
Measured monthly S.1.3.6 Changes in required resources 100% of help desk staffing level change requests will be fulfilled within 3 weeks of notification.
Measured monthly
Other files
Show 40 more
Latest 50 of 54 listed here. See the rest on GovTribe.
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
File details come from the government source that posted it. Updated .