IRS Contact Cetner Support Services (ICCSS)

Added: Sep 26, 2009 8:38 am The Internal Revenue Service (IRS) is awarding one fixed-price indefinite delivery - indefinite quantity contract for products, services, and support for the Automatic Call Distributor (ACD), Work Force Management (WFM), and Contact Recording and Contact Analytics technology components of its contact center infrastructure.



This contract is awarded following a full-and-open competition, on a best-value basis, to the offeror whose proposal conformed to the solicitation requirements and was the most advantageous to the Government considering technical, management, past performance, and price. The contract is for a one-year base period and five one-year options.



This contract is a follow-on award to previous contracts that have covered the past sixteen years to support the 29 taxpayer contact centers located at 27 sites nationwide and in Puerto Rico. The primary purpose of this IRS Contact Center enterprise is to answer tax-payer questions on technical tax issues of varying complexity; provide assistance in procedural matters; resolve account inquiries; secure payment of delinquent taxes; and provide information on the status of refunds.



The scope of the Contractor services will include the maintenance and support of the ACD, WFM, and contact recording and analytics technology, and their interoperability with other existing IRS contact center elements. The high level objectives of this support are to: streamline the service ordering process, improve incident response and troubleshooting process, improve quality of operations, implement a Business Focus approach, enhance a common change management process, and incorporate IRS security requirements as an integrated approach across all contact center technology.



This is a performance based contract that includes defined Service Level Agreements with defined performance requirements and a 'dedicated' Program and Project management structure capable of managing the performance requirements.