v.7 - CCSD Strategic Plan and Metrics Framework Support - Performance Work Statement 01-19-2023.pdf

2032H5-23-N-00001 Sources Sought

Performance Work Statement (PWS) For

Contact Center Support Division – Strategic Plan and Metrics Framework Support

1.0 INTRODUCTION AND BACKGROUND

The IRS is seeking contractor support to define strategic metrics for managing operations of its contact center infrastructure; perform market research and independent verification and validations (IV&Vs); technology demonstrations, support major contact center initiatives, and support the development and management of the CCE Strategic Plan.

The Department of the Treasury is the financial manager for the U.S. Government and a world leader in formulating and shaping economic policies and financial practices. There are 12 Bureaus within the Treasury department, with the Internal Revenue Service (IRS) being the largest of those Bureaus. The IRS has over 700 locations, and an estimated population of 90,000 personnel.

The Toll-Free Contact Center (TFCC) provides the infrastructure and capabilities and services along with a centralized network and management system. The TFCC is the largest private, secured civilian government toll free network in the United States. There are currently 35 locations within the TFCC environments, in addition to the 3 Computing Centers, supported by over 1160 circuits with all sites located in the continental U.S. and Puerto Rico.

The IRS has transitioned to Verizon for Toll-free Contact Services under the GSA TFCCEIS contract. Under the current contract the IRS is being directly billed. However, the bills are so voluminous that the IRS’s current equipment cannot perform the task needed to transform the data into reports. CCSD funding for Database Administrator (DBA) support is needed in order to format the invoices into a usable, readable report and pay the vendor timely and accurately according to the Prompt Payment Act. On a monthly basis, CCSD requires contractor support to process the detailed billing files, develop summary reports, review, and Q/A them for accuracy and completeness, and provide them to the IRS. This cost includes simple changes to the report format and content monthly as required.

The Contact Center Support Division (CCSD) provides the technology to make customer contact happen. CCSD serves as the single IRS IT point of contact for the Joint Operations Center (JOC), and all Business Operating Divisions for Contact Center IT services, including call routing management and support for the Employee Resource Center and the Enterprise Service Desk.

The CCSD has a need for contractor expertise to assist with designing the future contact center environment. The contractor must have extensive knowledge of contact center industry best practices; IP transport; customer callback and omni channel technologies as well as supporting enterprise Contact Center Environments (CCE); voice services and federal wide area networks.

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 toll-free taxpayer and the 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; business requirements and position the IRS to meet future demands of the American taxpayer. It is also crucial that the agency leverage new solutions necessary to support ever-changing business requirements with the recent American Child Tax Credit (ACTC) tax reform, and future legislative initiatives which will significantly impact this filing season and beyond.

2.0 SCOPE OF WORK

This Performance Work Statement (PWS) is a hybrid of Labor Hour and Firm Fixed Price (FFP) acquisition/contract type. IT support of IRS’ Contact Center Environment, to include but not limited to, market research, technology demonstrations, engineering, architecture, design of contact center solutions, as well as support to existing IRS Contact Center infrastructure platforms, performing the following activities:

• Perform Independent Validation and Verification of Contact Center engineering and design quotes and their impact on current and future contact center infrastructure.

• Strategic Planning, including developing a five-year Strategic Plan for the Contact Center environment.

• Development of cost models for contact center expansions, moves or changes as well as infrastructure upgrades to assist with contact center budget planning and formulation activities.

• Perform Independent Validation and Verification of the Contact Center’s security posture in support of annual Federal Information Security Management Act (FISMA) requirements.

• Perform trending analysis, research and bench marking of Industry Contact Centers as they relate to similar efforts of the IRS or future contact center solutions that will benefit the American taxpayer.

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

• Problem Management – develop metrics, measures, and Standard Operating Procedures

(SOPs) for a contact center Problem Management process and assist with implementation of Problem Management process throughout the division.

• Incident Management – develop metrics, measures, and Standard Operating Procedures (SOPs) for a contact center Incident Management (IM) process and assist with implementation of IM process throughout the division.

• Portfolio Management – develop processes for the selection, control, and evaluation of Contact Center investments

• Project Management – provide PM expertise and integration support for large, complex contact center initiatives (e.g., Enterprise Customer Serve Representative Telework, Toll Free Customer Callback, Toll Free IP Transport, Taxpayer Web chat, etc.)

• Program Management – develop tracking process for contractual requirements; tracking of invoices, burn rates, and validation of requirements

• Provide Architecture / Engineering / Design Support for future contact center solutions.

• Provide Acquisition Support (i.e., development of acquisition documentations e.g., to include but not limited to statements of work, market research, etc. to procure new products and services or recompete existing contract requirements for the Contact Center Environment)

• The IRS requires unbiased acquisition support to lead procurement activities that encompass User and Network Services (UNS) interests.

Acquisition expertise is essential to continue to maintain the UNS network while also managing contracts with UNS vendors and performing IV&V for the organization.

• It is imperative that acquisition support personnel be familiar with enterprise contact center environments engineering products and services to ensure that there are no breaks in service during this significant filing season.

• Provide a secure web-based acquisition management solution, utilizing federal resources such as Microsoft (MS) SharePoint, that will provide a secure collaboration environment for all source selection members; that can be tailored to IRS’ acquisition process; uses standard browsers; provide a secure online centralized repository of all acquisition’s documents and records that can be archived to the IRS upon completion of award and/or contract; uses proven evaluation processes and collaboration templates and ensures adherence between solicitation, evaluation findings, and award; and provides real-time reporting dashboards.

• Provide monthly invoice validation support of GSA’s Enterprise Infrastructure Solutions (EIS) Toll Free contract. Support validation of invoices for both the program office and procurement. Support invoice processing, storage, and report generation. Support substantial data reduction/data analysis of large call detail records. Providing overall program management support to the IRS TFCC Program and Procurement offices.

• Provide automation support to facilitate invoice validation. Track and monitor billing disputes and credits.

• Provide toll free inventory management support including the management of all deployed toll-free telecommunications equipment.

• Provide technical integration and ongoing professional services, in Technical Advisory and Engineering Services.

• Technical advisory and engineering services support to include independent analysis of the current network infrastructure and environment, and analyzation of adoption of New Technologies.

• Provide key personnel who have extensive knowledge of Enterprise Call Center Environment and network architecture. Call trends will increase and change each filing season due to the new tax code; therefore, detailed monitoring, analysis, and risk mitigation planning of the current environment will prove essential for this and future filing seasons.

• Lab environment -Technical Advisory and Engineering to include leveraging a lab environment for rapid prototyping

• Providing overall program management support to the IRS CCSD Program and Procurement offices.

Evolving changes in technology are one of the main drivers for the agency to rely on support that will provide vendor neutral information and comprehensive recommendations on the latest technology trends. New technologies change the way agencies do business, allow agencies to become more productive, transform the way we interact and collaborate, and impact how agencies deal with data. Adoption of new technologies is vital to keep the agency relevant in the upcoming years.

It is crucial to the IRS that the incoming vendor plan for immediate and long-term cloud and collaboration strategies and to adopt new technologies for an Enterprise Call Center Environment architecture. The IRS plans to see an unprecedented amount of network and call traffic this filing season and in the future. The IRS organization is seeking a vendor with skills in cloud and technology strategies who understands the Enterprise Call Center Environment architecture as it’s critical to the agency’s data network plans for immediate relief and future planning.

3.0 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 35 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 Presidential, 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 timely.

3.1 TASK 1, ORIENTATION BRIEFING (FFP)

Within Month 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 following:

• Technical Advisory and Engineering Services

• The IRS needs technical advisory and engineering services support to include independent analysis of the current network infrastructure and environment. Investigation into the organization’s core and individual site locations is necessary to maintain the current network and to assist with upgrades and changes to the architecture. Also, SIP and network expertise is required to initiate an agency-wide SIP strategy and assist with EIS transitions for UNS in the upcoming years.

• Adoption of New Technologies

• Evolving changes in technology are one of the main drivers for the agency to rely on support that will provide vendor neutral information and comprehensive recommendations on the latest technology trends. New technologies change the way agencies do business, allow agencies to become more productive, transform the way we interact and collaborate, and impact how agencies deal with data. Adoption of new technologies is vital to keep the agency relevant in the upcoming years.

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/or vial a virtual communication such as Microsoft Teams of Zoom, 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 demonstrate confirmation of their understanding of the work to be accomplished under this Performance Work Statement (PWS).

6. 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. Annual updates shall be provided with the following: Contractual POCs (F-name, L-name, Position, email, phone number).

3.1.1 Transition to Support: The contractor shall 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 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 four to six months 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 task 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 workdays).

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.

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

Task descriptions: Provide a summary of work performed, including a list of deliverables, at the end of each Base and Optional Period of Performance, as well as monthly.

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, will only be requested once during the life of the task order and is in addition to the regularly scheduled Period of Performance Summary report.

DESIRED OUTCOME - The Contractor shall provide the Period of Performance Summary Report annually, monthly, and once on an ad hoc basis, if requested. The report shall detail due dates, tasks/work completed, hours expended, etc.

3.4 TASK 4. CONTACT CENTER SUPPORT DIVISION CCSD (FFP)

3.4.1 CCSD Design Support

The Internal Revenue Service (IRS) manages a large-scale Contact Center infrastructure to assist its customers with tax-related problems and questions. The Contact Center Support Division (CCSD) is responsible for generating, analyzing, and reporting on metrics and measures associated with the contact center infrastructure performance, and leverages this information for the development and maintenance of the Contact Center Environment (CCE) Strategic Plan.

The IRS is seeking contractor support to define strategic metrics for managing operations of its contact center infrastructure, and support for the development of the CCE Strategic Plan. The Contractor shall demonstrate understanding of support for the CCE. Also have a basic understanding of Standard Telecom practices and procedures and technologies to include TDM and Voice over Internet Protocol (VOIP).

This resource serves in consulting role reporting directly to the CCSD Director. In this role, the contractor provides the Director a wide range of support from building repeatable processes within the organization to providing expert project management support for the division. The Contractor will also manage the CCSD Director’s executive reporting mechanisms which include but are not limited to creation of a weekly Dashboard for CCSD, weekly Executive Dashboard Summary sent to the User and Network Services (UNS) Associate Chief Information Officer (ACIO), creation of CCSD’s submission to the quarterly ACIO Operations Review and quarterly Business Program Review. The contractor will serve as the division’s Configuration Manager and Change Manager. The contractor will work closely with the IRS to implement efficient repeatable processes as they relate to managing the Contact Center subsystems. The contractor will consult with the IRS to maintain the Metrics Framework processes. The Contractor will serve in a consulting role to assist other CCSD branches with managing the Metrics Framework.

The Contractor shall perform the following tasks: Provide Executive Level Project Updates, CCSD Dashboard, User and Network Services Operation Review, Executive Level Performance Metrics, Create and update Standard Operating Procedures for new and existing tools, procedures and processes, Filing Season Readiness, Ad Hoc Executive Reporting, CCSD Executive Technical Advisor, CCSD Business Planning Coordination.

The Contractor shall provide support to 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.

3.4.2 – Metrics Framework Development & Program Management The contractor is required to support the Resource and Requirements Office (R&R) requirements.

The scope of this task order includes, but not limited to, Independent Validation and Verification (IV&V) of other projects, Program Support, Project Management Support, Enterprise Lifecycle (ELC) Support, and Future ConOps Development Support.

Contractor shall conduct a Gap Analysis and deliver a recommended set of infrastructure metrics.

The Contractor shall develop a Metrics Framework to include processes for capturing, analyzing, and reporting of metrics which will be used for future tactical and strategic decision making. The Contractor shall provide support to moderate/large complex Contact Center initiatives. Program Office support will include program/project management, planning, design, architecture, deployment, and transition support for contact center initiatives.

The Contractor shall provide support to moderate/large complex Contact Center initiatives. Program Office support will include program/project management, planning, design, architecture, deployment, and transition support for contact center initiatives. Additionally, the contractor shall provide configuration management, risk management, budgeting, and performance management support.

Analytical support will be provided to develop standard measurement and reporting of operational programs as well as ad hoc analyses. The Contractor shall provide appropriate assistance with hardware asset management inventory activities to include but not limited to conducting physical inventories, report inventory transactions and events, identify, update, and maintain asset data currency and accuracy for hardware assets and prepare necessary disposal paperwork and artifacts to document asset sanitization and disposal as directed and/or needed.

Additionally, the contractor shall provide configuration management, risk management, budgeting, and performance management support. Analytical support will be provided to develop standard measurement and reporting of operational programs as well as 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.

The Contractor shall demonstrate experience in: Developing technical documentation for large scale IT projects, Quality control skillsets related to documentation development and delivery, providing support for large scale implementation projects, Microsoft Office products to ensure consistency across all Program and Project documentation, Skillsets to ensure proper formatting and grammar exist across all Program and Project level documentation.

The Contractor Shall Perform the Following Tasks: Develop, provide quality control, and coordinate project level documentation such as but not limited to Project Management Plans, Configuration Management Plans, Configuration Diagrams etc. The Government will utilize the IRS Enterprise Lifecycle (ELC) methodology for project documentation. Develop and provide quality control for program level documentation, Weekly Status reports.

The Contractor shall assist and advise 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, Project Management, Communications Strategy & Implementation.

The Contractor shall provide overall program management support to the IRS IT UNS CCSD offices:

• Deliver a recommended candidate set of infrastructure metrics to include performance and cost metrics, and vendor SLA metrics

• Develop and deliver a draft Metrics Framework o Identify the sources, producers, and consumers of metrics o Map key management decisions to supporting metrics o Define a high-level process for producing, analyzing, and reporting of metrics for consumers

• Validate the feasibility of implementing candidate metrics and framework o Conduct follow up sessions with CCSD management and technical Subject Matter Experts (SME)s o Identify cost of implementing the recommended candidate metrics and framework

• Deliver final Metrics Framework o Incorporate spend level into infrastructure metrics o Define detailed process for producing, analyzing, and reporting of metrics for consumers

• Key Assignments:

o Acquisition Support o Business Intelligence Support o Cost/Schedule/Performance Analysis o Cost Estimation and Analysis o Cost/Performance Trade-Off Analysis and Studies o Earned Value Management (EVM) Analysis o Program Documentation o Project Management o Risk Analysis and Assessment & Mitigation o Life Cycle Cost Determination

• Provide automation support to facilitate invoice validation o Assist IRS in implementing the billing and validation processes o Track and monitor billing disputes and credits o Support substantial data reduction/data analysis of large call detail records

• Support budget processes, preparation, and execution process TFCC

• Review the Toll Free spend plan and provide input and guidance

• All other contracts - Update the financial budget forecasts as needed based on new services and expenditure information.

3.4.3 – Strategic Plan Support The contractor shall develop and establish a repeatable portfolio management process leveraging existing IRS capital planning investment control processes. The contractor will develop an annual calendar outlining specific activities to be accomplished annually to pre-select, select, control, and evaluate contact center investments. The contractor shall conduct overview sessions/workshops with Contact Center Support staff to introduce them to the processes and assist with leading activities within each stage of the portfolio management process.

The Contractor shall provide a range of capabilities in operational research and analysis, including applications of artificial intelligence and advanced statistical techniques.

The Contractor shall support the development of capability roadmaps to support the future IRS Contact Center Concept of Operations, including new operational concepts that are required by the Digital Taxpayer Services Communications initiative. The Contractor shall Coordinate with the Digital Taxpayer Services Communications to understand and document the initiative’s concept of operations and Information Technology needs that pertain to CCSD, Collaborate with CCSD SMEs to identify a roadmap and a high-level plan to support the future Concept of operations (CONOPS), Support refinement of the CCSD future CONOPS roadmap, and analysis of alternatives

The Contractor shall assist with the establishment of the Contact Center Environment (CCE) Strategic Plan.

The Contractor shall document, report, and archive:

• Define the scope and content of the CCE Strategic Plan, in collaboration with CCSD management and SMEs

• Conduct research necessary to propose a plan for moving the CCE from TDM to IP Transport. Proposal must include prerequisites, dependencies, a high-level schedule and known resource needs

• Map CCE functions with business needs as defined by the Business Strategic Plan

• Assess current CCE-related contracts and their alignment with current and future needs

• Identify performance trends based on metrics analyses o Recommend areas for operational efficiencies and cost savings o Identify trends that impact the Business

3.4.4 – Conduct Research and Perform Independent Verification and Validation of Contact Center plans CCSD is constantly purchasing and renewing products, services, and licenses to maintain CCSD’s environment. An independent, vendor-agnostic team is necessary to objectively acquire the necessary solutions and services to maintain and upgrade the network. The contractor shall work with the Project Management, Resource Management, and Engineering teams to manage the development of acquisition packages and consult the Contracting Officer (CO) as follows:

a. Develop the Statement of Work (SOW),Performance Work Statement (PWS), or Statement of Objectives (SOJ) based on fair and independent knowledge of the required hardware or technologies

b. Assist the CO with development of justifications for required products or services

c. Conduct unbiased Market Research

d. Lead Independent Government Cost Estimates (IGCEs)

e. Assist in coordination and completion of 508 Compliance documentation in accordance with the IRS Information Resources Accessibility Program (IRAP)

f. Lead Security Compliance approvals, including research and reporting necessary to comply with Cyber Security and other federal security requirements as needed

g. Ensure Acquisition Solutions utilizing IRS resources, such as MS SharePoint, that are not limited to the following:

i. Centralized online secure repository that is a guided workflow

ii. Manages consensus meetings, strengths/weaknesses, etc.

iii. Pricing capability and revised proposal management location

iv. Monitoring, dashboard, and reporting. In addition, comments, requests, discrepancies, and clarification requests organized to the vendors.

h. Other necessary documentation and approvals as requested

• Independent Verification and Validation (IV&V) Support contract activities associated with UNS current and future acquisitions to include:

a. Contract Management

i. Proactively manage and track fair opportunity procurements related to UNS acquisitions

ii. Support the program office and procurement in developing contract modifications and any vendor negotiations

iii. Support vendor performance monitoring, including:

Independent and impartial analysis of contractor deliverables to contractual requirements and providing recommendations to the PMO monitor and track performance against SLAs as stated in UNS contracts

b. Financial Analysis and Forecasting

i. Assistance with budget execution and forecasting

ii. Tracking of monthly expenditures against actuals and budget projections

iii. Development of cost and savings models to track program cost and savings projections against actuals

iv. Conduct Return on Investment (ROI) analysis to assess the financial feasibility of changes in the Convergence strategy and/or requirements

c. Invoice Management

i. Perform invoice validation analysis for equipment and services

ii. Review bills for accuracy, report invoice discrepancies, support disputes, and make recommendations to the Program Office on acceptance or rejection of products and services.

iii. Provide detail records of invoices that can be archive on an IRS site, such as SharePoint

d. The Hardware/Software Upgrade and Update Plan

i. The Contractor shall submit the recommended Hardware/Software Upgrade and Update Plan within 90 calendar days prior to the end of each contract year to the COR as an annual forecast.

ii. This plan shall contain the following information:

1. Any known end-of-life support dates for any hardware/software.

2. Detailed description of any advantages and disadvantages of the upgrade or update.

3. Risks associated with the upgrade or update.

4. Estimated implementation timelines.

5. Any other information related to upgrading or updating the environment.

The Contractor shall perform critical research and/or independent verification and validation of contact center plans:

• Perform research related to enhancing the efficiency of the contact center environment, as needed and recommend improvements based upon research findings.

• Perform independent verification and validation of IT proposals for their impact on the contact center environment.

• Perform Technical Advisory and Engineering to include leveraging a lab environment for rapid prototyping not limited to the following:

o Network Modeling and Simulation Lab Furnish and maintain a lab environment that permits periodic testing of new services, technologies, and architectures in a conflict-free network Demonstration of use cases for new technology o Proof of Concept/Piloting Coordination a Proof of Concept in a lab environment (either within or outside the IRS environment) Assistance in the process of selection, development of architectures, deployments, and test/use cases, including the metrics to be captured, to validate and obtain concurrence on Proof of Concepts and Pilots

3.5 TASK 5. COMMISSIONER MANDATE/LEGISLATIVE DIRECTED CHANGE REQUESTS

FOR NEW CONTACT CENTER SOLUTIONS (Labor Hour Tasks) Commissioner mandates/Legislative Change requests and Requests for new taxpayer functionality support will include steps for configuration management, risk management, budgeting, project management, and performance management for, however not limited to, Live assistance (VoiceBot/ChatBot) and future initiatives. Analytical and Program Management 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. Additionally, the contractor shall provide market research; feasibility studies and/or technology demonstrations required to deliver mandated requirements. The Contractor shall ensure all requirements meet federal policies set forth by Treasury and Internal Revenue Service (IRS).

Desired Outcomes:

The contractor shall provide research, analysis, planning and deployment support for implementing changes from mandates and legislative directed change requests.

Contact Center Support Division (CCSD) Support

3.5.1 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 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.

3.5.2 – Metrics Framework Development

Contractor shall conduct a Gap Analysis and deliver a recommended set of infrastructure metrics.

The Contractor shall develop a Metrics Framework to include processes for capturing, analyzing, and reporting of metrics which will be used for future tactical and strategic decision making. The Contractor shall:

• Deliver a recommended candidate set of infrastructure metrics to include performance and cost metrics, and vendor SLA metrics

• Develop and deliver a draft Metrics Framework o Identify the sources, producers, and consumers of metrics o Map key management decisions to supporting metrics o Define a high-level process for producing, analyzing, and reporting of metrics for consumers

• Validate the feasibility of implementing candidate metrics and framework o Conduct follow up sessions with CCSD management and technical SMEs o Identify cost of implementing the recommended candidate metrics and framework

• Deliver final Metrics Framework o Incorporate spend level into infrastructure metrics o Define detailed process for producing, analyzing, and reporting of metrics for consumers

• Cross Project Support o Analytical Trend Metrics - vial data mining with open source/digital technologies and or secured artificial technologies o Analyze Business requirements o Maintain and manage requirements end-to-end traceability using the IRS Enterprise

Life-Cycle Management (ELM) tool o Research and development for building Natural Language Processing Engineer

(NLP)

o Enterprise Life Cycle Support

3.5.3 – Strategic Plan Support The Contractor shall assist with the establishment of the Contact Center Environment Strategic Plan. The Contractor shall:

• Define the scope and content of the CCE Strategic Plan, in collaboration with CCSD management and SMEs

• Conduct research necessary to propose a plan for moving the CCE from TDM to IP Transport. Proposal must include prerequisites, dependencies, a high-level schedule and known resource needs

• Map Commissioner mandates/Legislative Changes functions with business needs as defined by the Business Strategic Plan

• Assess current CCE-related contracts and their alignment with current and future needs

• Identify performance trends based on metrics analyses o Recommend areas for operational efficiencies and cost savings o Identify trends that impact the Business

3.5.4 – Conduct Research and Perform Independent Verification and Validation of Contact Center plans The Contractor shall perform critical research and/or independent verification and validation of contact center plans:

• Perform research related to enhancing the efficiency of the contact center environment, as needed and recommend improvements based upon research findings.

• Perform independent verification and validation of IT proposals for their impact on the contact center environment.

4.0 Contract Deliverables

Deliverable Format Deliver To Due Date

Orientation Briefing Summary

PWS 3.1

Microsoft Word, electronic copy

Contracting Officer Representative

(COR)

Within 2 weeks after Orientation Briefing

Draft Knowledge Transfer Plan

PWS 3.2

Microsoft Word, electronic copy

Contracting Officer Representative

(COR)

Within two weeks of task order award

Period of Performance Summary Report PWS 3.3

Microsoft Word, electronic copy

Contracting Officer Representative

(COR)

Monthly, annually, and once on an ad hoc basis within 2 weeks, if requested.

Quality Control Plan

See QASP 1.1. and 1.3

Microsoft Word, electronic copy

Contracting Officer Representative

(COR)

Within two weeks of task order award

5.0 Contractor Employee On-Boarding Requirements

5.1 Staff-Like Access Definition and Requirements

Only those contractors/subcontractors who require staff-like access to IRS systems, data, or facilities will follow the outlined process below. Those whose access is infrequent, or will not need staff-like access, and will be 100% escorted while in IRS space, will be managed by the Contracting Officer’s Representative (COR). Escort access is only permitted for infrequent access to IRS facilities and is NOT permitted if subjects require sensitive but unclassified (SBU) data access or systems access.

Contractors/subcontractors are not permitted to have “staff-like access” to IRS facilities, systems, or SBU data until they are determined to be both eligible and suitable to perform work as an IRS contractor by IRS Personnel Security (PS). Each contractor/subcontractor assigned to work under an IRS contract shall undergo investigative processing commensurate with the risk level designation associated with the work to be performed, and comparable to that required for Federal employees who occupy the same positions and who have the same position sensitivity designation.

“Staff-like Access” is authority granted to perform one or more of the following:

• Enter IRS facilities or space (owned or leased) unescorted (when properly badged).

• Possess login credentials to information systems (IRS or Vendor-owned systems that store, collect, and /or process IRS information).

• Possess physical and/or logical access to (including the opportunity to see, read, transcribe, and/or interpret) Sensitive but Unclassified (SBU) data, wherever the location; (See IRM

10.5.1 for examples of SBU data).

• Possess physical access to (including the opportunity to see, read, transcribe, and/or interpret) security items and products (e.g., items that must be stored in a locked container, security container, or a secure room, wherever the location. These items include, but are not limited to security devices/records, computer equipment, Identification media. For details and further security requirements, see IRM 1.4.6.5.1, Minimum Protection Standards); or,

• Enter physical areas, wherever the location, that store/process SBU information (unescorted).

Staff-Like Access is granted to an individual who is not an IRS employee (and includes, but is not limited to: contractors/subcontractors, whether procured by IRS or another federal agency, Vendors, delivery persons, experts, consultants, paid/unpaid interns, other federal employees, cleaning/maintenance employees, etc.), and is approved upon required completion of a favorable suitability/fitness determination conducted by IRS Personnel Security.

5.2 Eligibility requirements

Contractors must be eligible for IRS contract employment prior to submitting investigative forms/documentation used to determine their suitability. The vendor must communicate the eligibility requirements to their employees up front and state that only employees who meet the eligibility requirements should apply for IRS contract employment. Vendor shall only invoice for contractor services after an Interim clearance has been provided.

5.2.1 Contractor employees shall be federal tax compliant and must remain compliant while working on an IRS contract. Tax compliance will be determined by a check of the contractor employee’s federal tax accounts by trained IRS employees, to ensure that the contractor employees are not currently delinquent on their federal tax obligations.

5.2.2 Contractor employees shall be U.S. citizens or Lawful Permanent Residents (LPR), based on their designated risk level. For foreign-born subjects requiring staff-like access, they shall provide their Alien Registration number, full name, and date of birth.

a. If designated as low risk, contractors must be U.S. citizens or LPRs;

b. If designated as moderate risk, contractors must be U.S. citizens, or LPRs with a minimum of three consecutive years of U.S. residency from the date of legal entry as an

LPR;

c. If designated as high risk, contractors must be U.S. Citizens.

5.2.3 Male contractors born after December 31, 1959, must be registered with Selective Service.

If they are not registered, or are exempt from the requirement, they must provide a Status Information Letter from Selective Service.

5.2.3.1 Selective Service Registration Documentation – all male contractors/subcontractors requiring staff-like access who are born after 12/31/1959 must be registered with Selective Service (SS). Registration can be verified at the SS website at www.sss.gov.

Requirements include:

1. If the subject is properly registered, he must provide an official letter of verification from the SS website to the IRS. Letters can be printed/saved from the SS website upon verification of registration.

2. If the subject is foreign-born, the subject must contact the Selective Service (SS) Office and obtain the following to provide to the IRS:

a. a letter from SS stating the subject was not required to register; or,

b. a letter from SS stating the subject was required to register, but it’s too late. The subject must also provide a written explanation as to why his non-registration was not knowing and willful.

3. If the subject is a US Citizen and was required to register but is not registered, the subject must provide a written explanation as to why his non-registration was not knowing and willful and provide it to the IRS.

5.3 Suitability Screening Requirements

Once deemed eligible, contractors will be screened for suitability or fitness for duty based on their backgrounds. This process begins with timely submission of required investigative forms. The vendor shall assign a Vendor point of contact (POC) to manage this process.

Contractors/subcontractors needing staff-like access are not permitted to begin work on the contract until the required forms and documentation have been completed and properly submitted to PS http://www.sss.gov/

(incomplete/inaccurate forms will be rejected by PS); and PS has granted, at a minimum, interim staff-like access approval to the contractor/subcontractor. Only those needing staff-like access are required to submit the forms.

5.3.1 Investigative Forms/Documentation

The COR and vendor will work together to determine risk levels for each unique position type required by the contract as prescribed by PS, prior to or concurrent with submission of investigative forms.

Once the contract is entered into the tracking systems, the IRS will send the assigned Vendor POC an e-mail that will include the current investigative forms for all investigative processes, general guidance for completing documents, and instructions for properly submitting the completed documents. In addition, the Vendor POC e-mail will include instructions for what selective service registration and citizenship documentation is required from each applicant needing staff-like access.

The e-mail will include the following forms, due within 10 business days of receipt (if IRS approval is required to confirm the qualifications of proposed contractor personnel, i.e., key personnel, documents must be submitted within 10 business days of receipt of this approval).

1. Risk Assessment Checklist (RAC) (this form provides PS with all required personal information about each contractor employee requiring staff-like access).

2. Master Survey / Position Designation Tool – This questionnaire asks the vendor POC and COR to identify the duties the subjects will be performing for IRS in order to determine risk level for the position. A separate risk assessment must be completed for each position type on the contract (i.e., Systems Administrator, Programmer, Clerk Typist, etc.).

3. Optional Form 306 (OF-306), Declaration for Federal Employment (investigative form used by PS to aid in determining subject’s eligibility and suitability for staff-like access).

4. Non-Disclosure Agreement (all contractors who will have staff-like access to Sensitive But Unclassified (SBU) information are required to complete an agreement).

5. Form 13340, Information Provided Concerning the Disclosure and Authorization Pertaining to Consumer Reports pursuant to the Fair Credit Reporting Act (FCRA) (provides consent for PS to check subject’s financial history); and,

6. Notice 1379, Tax Check Notice (provides subject with notification of IRS’ intent to check federal tax compliance).

5.3.2 Fingerprinting and e-QIP

Following submission of the required investigative forms, the Vendor POC must ensure the following: All individuals listed on the RAC are fingerprinted within 5 business days after sponsorship in USAccess. If an individual is not able to make an appointment within this timeframe, the vendor will provide documentation to the IRS that an appointment was not available and provide the date of the scheduled appointment. Note to Vendor POC: Sometimes the USAccess email ends up in the contractor employees Spam or Junk Mail and may go unnoticed by the contractor employee. The

Vendor POC should remind the contract employee to search their Spam or Junk Mail folders shortly after the RAC is submitted for the USAccess email.

Contractor/subcontractor employees who are invited by PS to complete additional investigative forms in the Electronic Questionnaires for Investigations Processing (e-QIP) system must complete and release the forms in the e-QIP system within 7 calendar days of receipt of invitation.

5.4 Submission Requirements

Submitting a contractor package with missing or incorrect information will delay the on-boarding process. PS will not start the background investigation process until all required documentation is submitted complete and accurate. The Government will reject forms that are incomplete, illegible, inaccurate, and contradict other forms in the package.

The Vendor POC will send all the required forms by their associated due dates via encrypted e-mail or file transfer to the IRS.

5.4.1 Contractor Employee Training Requirements

Security Awareness Training is a requirement for IRS contractors (including subcontractors) to be completed within 10 business days of receiving approval of interim staff-like access to any IRS contract and annually thereafter. Contractor must complete the required contractor security training;

Security Awareness Training (SAT) Form 14616 and UNAX Form 11370. Failure to comply annually with the required contractor security training, shall result in the system automatically separating the contractor. Thereby requiring the contractor to restart the onboarding process.

5.4.2 Contractor Employee Separation Contract Requirements

Contract employee separation occurs when a contractor employee is deceased, leaves for another contract/task order, the current contract expires, quits his/her job with the vendor company, cycles off IRS contracts within the vendor company, is removed for the good of the government, or is on extended absence due to military duty, pregnancy, illness, etc. The vendor POC is responsible for notifying PS and the COR within one business day of a contractor separating. This notification may be made at any time prior to the actual separation, but no later than one business day of leaving. If the contractor works on multiple contracts/task orders, notification can be combined, and the COR for each affected contract/task order shall be included on the joint notification.

When separating from the contract, the contractor employee is responsible for securing and returning the following to the COR on or before his/her last day of work on the contract, to include but not limited to:

• IRS-issued badge and/or proxy card

• IRS keys

• IRS- issued laptops

• IRS furnished documents

• IRS passports

• Any and all IRS data

• Any other items furnished or identified by the IRS

• Any other items or materials issued by the Agency for the contract

The return of the items is part of the contract, and the IRS will not pay for contractor time to return any of the above listed items.