IRS IRWORKS Operations Support

The Internal Revenue Service (IRS) Information Technology Operations Command Center Division (ITOCC) IRWorks Program Management Office is seeking operations and maintenance support services for legacy applications, including E-Help Support Services (EHSS) and Internal Revenue Workflow Optimization Request and Knowledge System (IRWorks), until these applications are migrated to new environments. The contractor will provide ongoing support for the current ServiceNow application, including potential upgrades, project management, and technical support for solutions developed by the IRS or third-party entities. Key requirements include maintaining the ServiceNow platform with 99.9% service uptime, performing system upgrades, supporting user acceptance testing, managing configuration and development, and providing level one and two support services. The solicitation RFP 2032H5-25-R-00020 will be released in early August 2025 and distributed exclusively through the GSA Multiple Award Schedule (MAS) platform. All acquisition information and solicitation amendments will be posted on www.gsa.ebuy.gov, with an estimated closing date at the end of August 2025, and no telephone or written requests will be accepted outside the GSA eBuy site.

This procurement is designated as a total small business set-aside under NAICS code 541519 (Other Computer Related Services) and will be conducted through the GSA Multiple Award Schedule. The contract structure includes a 30-day phase-in period followed by eleven months of initial performance, with four additional one-year option periods available. The contractor will be responsible for maintaining an N-2 version currency of the ServiceNow Platform and conducting bi-annual product planning, annual communication strategies, and health checks. Key deliverables include process improvement recommendations, knowledge transfer activities, and comprehensive operations and maintenance support throughout the contract performance period. No incumbent contractor information or specific award values were disclosed in the pre-solicitation documentation.