Taxpayer Digital Communications Support Services

The Internal Revenue Service (IRS) is seeking professional technical services for its Taxpayer Digital Communications (TDC) Program Office to support digital communication product development and management. Specifically, the contract will focus on advising and assisting with secure messaging and chat technologies, with an emphasis on transitioning from the current eGain Solve platform to a successor service. The contractor must possess extensive technical expertise to solution, design, configure, test, install, deploy, administer, troubleshoot, and maintain digital communication technologies. The IRS requires the selected vendor to coordinate with various stakeholders, including tax services business units, Information Technology, policy, and security entities. Evaluation of proposals will prioritize the technical approach, with the technical factor weighted more heavily than pricing. The pre-solicitation notice was posted on April 1, 2025, with responses due by April 15, 2025, and the work will be performed primarily virtually with occasional travel to IRS locations.

The solicitation does not have a specific small business set-aside, though the Sources Sought Notice encourages responses from small businesses, including disadvantaged, 8(a), HUBZone, woman-owned, and veteran-owned firms. The contract falls under NAICS Code 541512 (Computer Systems Design Services) with a size standard of $34 million. While specific award values are not detailed, the scope suggests a comprehensive support services contract aimed at improving digital taxpayer interactions across multiple IRS business units, including Large Business & International (LB&I) and Small Business/Self-Employed (SB/SE). The contract will support implementing Inflation Reduction Act priorities and requires the contractor to provide knowledge transfer for new federal TDC staff. Interested vendors must submit a 6-page capability statement with company details, Unique Entity Identifier (UEI) number, and point of contact information, with a specific focus on demonstrating expertise in digital communication technologies and platform transitions.