Contact center support division (CCSD) suppport

The Internal Revenue Service (IRS) is seeking small businesses to provide comprehensive Contact Center Support Division (CCSD) services for their enterprise contact center infrastructure. The procurement focuses on technical support for a multi-site virtual contact center, requiring expertise in Cisco's Intelligent Call Manager (ICM) Call Routing, domain management, server administration, system monitoring, and project management. Vendors must demonstrate capabilities in managing large federal IT contracts, with specific requirements including performing 50% of work using their own employees and extensive experience in federal IT security compliance. Interested small businesses are required to submit a 10-page capability statement by 10 AM ET on January 30, 2025, to Kayla.J.Dicks@irs.gov, addressing seven specific capability statements that evaluate their technical and operational readiness. The solicitation falls under NAICS code 541611 for Administrative Management and General Management Consulting Services, with a size standard of $24.5M and PSC code DF01 for IT Management Support Services.

The procurement is not set aside for any specific small business designation, offering opportunities to a broad range of qualified small businesses. While no incumbent contractors are explicitly named, the contract is structured with a base year from 09/30/2025 to 09/29/2026 and four potential option years. Estimated labor requirements range from 64,580 to 93,380 hours annually, with work primarily performed at IRS facilities in Lanham, MD and Chamblee, GA. Travel costs are estimated at $30,000 per year, and the contract will likely have an annual value approaching $10-15 million. The scope of work encompasses supporting 32 contact center locations and 3 data centers across the continental United States and Puerto Rico, with a focus on maintaining and enhancing the IRS's toll-free infrastructure and customer service capabilities.