SOURCES SOUGHT FOR INTERNAL REVENUE SERVICE Contact Center Enterprise Infrastructure Software and Solutions (CCEISS)

The Internal Revenue Service is conducting market research through a Sources Sought Notice for the Contact Center Enterprise Infrastructure Software and Solutions (CCEISS) program, seeking qualified small businesses to provide comprehensive support services for their Contact Center Information Technology Infrastructure. The requirement encompasses hardware maintenance, software license management, systems engineering, solution development, deployment, and ongoing operations support for enterprise contact center systems that handle approximately 140 million taxpayer calls annually. Interested companies must demonstrate expertise in enterprise-level system engineering, large-scale communication infrastructure deployment, security compliance with federal standards, and complex IT infrastructure management. The IRS is requesting five-page white papers from potential vendors that address company information, contract vehicles, technical capabilities, contact center domain knowledge, Original Equipment Manufacturer management, and NAICS validation. The response deadline is July 29, 2025, at 3:00 PM EST, with submissions directed to Jessica Camunez for evaluation.

This opportunity does not utilize any set-aside designations and is open to all qualified businesses under NAICS codes 541512 or 541519 for Computer Systems Design Services. The contract structure includes a base period followed by four 12-month option periods and an additional six-month option period, providing potential for multi-year engagement. The scope covers support for 33 contact centers and 17 small remote centers across the IRS enterprise, requiring contractors to maintain stringent service level agreements with performance credits for non-compliance. Personnel assigned to this contract must obtain Medium Background Investigation security clearance and will work primarily remotely with potential travel for specific service order requests. The performance work statement emphasizes critical technical requirements including IPv6 compliance, Section 508 accessibility standards, and comprehensive security protocols to protect taxpayer information and maintain operational continuity.