Remote Support Solution, On-Premise

The Department of the Treasury Internal Revenue Service is conducting a sources-sought activity for an on-premises remote support solution and requests industry feedback by September 28, 2026.

The IRS seeks an enterprise-class, self-hosted remote assistance platform capable of supporting up to 400 concurrent authorized support personnel to securely access, diagnose, and resolve issues on IRS-managed systems. The solution must operate entirely within the IRS enterprise network without requiring dedicated physical hardware and must be deployable on government-managed virtual server environments.

Technical requirements include remote desktop control, screen sharing, view-only and interactive support sessions, multi-session support enabling technicians to assist multiple users simultaneously, and multi-technician collaboration within single sessions. The platform must support remote assistance for Microsoft Windows workstations, physical and virtual desktops, virtual machines, iOS and Android mobile devices, and tablets, with architecture scalable for future operating systems and network-connected devices. Core capabilities mandate secure bidirectional file transfer, integrated chat functionality, and ServiceNow Premium integration supporting automated ticket association, technician workflows, and reporting.

Security requirements mandate FIPS 140-3-compliant encryption, SPLUNK integration for auditing and logging, Microsoft Active Directory support, HSPD-12/PIV authentication, and Role-Based Access Control with least-privilege administrative access. The solution must comply with FISMA, IRS Security Policy, Treasury Security Requirements, HSPD-12, and applicable NIST Special Publications. The solution must support Section 508 accessibility requirements and maintain compatibility with Microsoft Windows 11 and future Microsoft-supported releases.

Interested parties must submit company information, business size data including prior three years' gross revenue and small business/government vehicle status, commercial availability confirmation, feedback on draft requirements, and a capability website URL. Oral presentations are not accepted. A draft Statement of Work is attached. Responses are limited to five pages.