Agency: | TREASURY, DEPARTMENT OF THE |
---|---|
State: | District of Columbia |
Type of Government: | Federal |
FSC Category: |
|
NAICS Category: |
|
Posted Date: | Mar 21, 2024 |
Due Date: | Apr 5, 2024 |
Solicitation No: | 24-IRA-020-OITA |
Bid Source: | Please Login to View Page |
Contact information: | Please Login to View Page |
Bid Documents: | Please Login to View Page |
APEX Accelerators are an official government contracting resource for small businesses. Find your local APEX Accelerator (opens in new window) for free government expertise related to contract opportunities.
APEX Accelerators are funded in part through a cooperative agreement with the Department of Defense.
The APEX Accelerators program was formerly known as the Procurement Technical Assistance Program (opens in new window) (PTAP).
Amendment 1 on 3/21/2024: Deleted the following paragraph from the introduction statement: “The Government has interest in and is seeking information regarding the capability of providing services pertaining to creating new specialized tax training courses, assessing existing Agency training courses, and strategic tax advisory services.” Added the updated document: RFI - Taxpayer 360 Employee Tools Solution v4 _ 3.21.2024.
Internal Revenue Service (IRS)
Transformation and Strategy Office (TSO)
Taxpayer 360 Employee Tools Solution
Request for Information (RFI)
Introduction
This is a Request for Information (RFI) (hereinafter Notice). This is NOT a solicitation for proposals, proposal abstracts, request for bids or quotations, nor a promise to issue a solicitation in the future. The purpose of this RFI is for the Government to obtain knowledge and information for project planning purposes only.
No proprietary, classified, confidential, or sensitive information should be included in responses to this Notice, unless otherwise appropriately marked by the Respondent. The Government reserves the right to use any non-proprietary technical information received in response to this Notice in any resultant solicitation(s). Do Not Submit any Proposals/Offers in response to this Notice.
Request for Information Number: 24-IRA-020-OITA
Project Title / Short Description: Taxpayer 360 Employee Tools Solution
PSC or FSC Code: DA01 IT and Telecom – Business Application/Application Development Support Services (Labor)
NAICS Codes: 541519 Other Computer Related Services
Release Date: March 19, 2024
Response Date: April 5, 2024, 6:00pm EST
Please submit RFI responses to Tanya.E.Outland@irs.gov
This RFI is posted on SAM.gov and GSA. Please respond to SAM.gov via email or GSA eBuy portal.
Questions and Answers: Please submit RFI questions to Tanya.E.Outland@irs.gov by March 26, 2024, at 6:00pm EST.
The Government will post all RFI questions and answers to the industry via sam.gov by March 28, 2024, at 6:00pm EST.
Primary Point of Contact and Contact Information:
Name: Tanya Outland
Title: Front Door Liaison
Email: Tanya.E.Outland@irs.gov
Taxpayer 360 Employee Tools Solution
The IRS is seeking vendors to oversee delivery of a common service for to enable taxpayer-facing employees to efficiently perform the actions they are entitled to perform including actions that result in changes to the current taxpayer data.
As a starting point, the IRS is focusing first on Customer Service Representatives (CSR) in the call center environment, seeking to develop an integrated interface that seamlessly integrates into all applicable tools and data necessary to resolve a taxpayer call.
Description of Services
Currently the IRS data required to answer taxpayer queries is disparately located throughout the IRS ecosystem in many different locations and is in many different formats and lacks modernized accessibility (i.e. minimal APIs). These systems are often not integrated – they don’t always talk or connect to one another, can be challenging to navigate, use outdated formats such as command code queries to access the data, have significant redundancy, and occasionally contain conflicting information. Additionally, some data that would help to quickly resolve queries is not currently readily accessible and the ability to make necessary updates to taxpayer account data is limited. To obtain necessary data users often are required to log into multiple systems and do extensive research before they can obtain the answers they need resulting in delays and user frustration.
The IRS will look to improve employee tools to provide faster and consistently accurate information to taxpayers with significantly reduced employee burden. As part of this goal, the IRS is looking to improve the effectiveness of call center representatives.
The contractor should be capable of working with the IRS’ IT teams to build integrations into existing IRS data systems to provide the latest relevant taxpayer data with IRS to Customer Service employees information to efficiently perform the actions they are entitled to perform including actions that result in changes to the current taxpayer data.
The contractor should be capable of utilizing these data integration points to provide the latest relevant taxpayer data in an integrated “single pane of glass” view.
The contractor should be capable of designing the layout and content of this interface to maximize useability for the employee, including incorporating agent assistor tools and modern technology (AI, LLM, etc) to provide contextual information and assistance. Users should be able to customize their view for maximum usability and to add additional data sources as they become available.
The contractor should be capable of integrating into a broader IRS call center ecosystem that will require building linkages to existing platforms for call center operations.
The contractor should be capable of delivering on the above while maintaining IRS security, accessibility, and performance standards, including ensuring safe and effecting authentication and authorization of users of the system.
The contractor should be capable of designing a robust testing process to demonstrate efficacy, identify and manage risks.
The contractor should be capable of defining KPIs to measure success of the prototype and ensuring that the system is able to capture data within the system to monitor and verify achievement of KPIs.
RFI Instructions
Responses to this RFI are requested in three (3) parts and must be submitted using Attachment 2 RFI Response Template.
Part I: Company Profile - IRS seeks company profile information about the firms that provide services positioned to address the requirements discussed above.
Part II: Capability - IRS seeks Industry responses to specific questions. Do not include any support documentation for any company other than your own. This is an analysis of your company’s abilities.
Part III: Questions and Comments – IRS will accept open questions and comments.
Part I: Company Profile Information
Offerors are required to provide the following company information:
Part II: Capability
Responses to this Notice should include the following:
Request Structure
Pricing
Experience/Expertise
General
Part III: Questions and Comments
Open questions and comments relevant to this RFI should be provided for consideration.
Other Attachments
Attachment 2 –Taxpayer 360 Response.xlsx RFI response template.
Terms and Conditions Regarding this Notice
This Notice does not obligate the Government to award a contract or otherwise pay for the information provided in response. All costs associated with responding to this Notice are solely at the responding party's expense. The Government reserves the right to use information provided by respondents for any purpose deemed necessary and legally appropriate. Further, the Government may contact the vendor for additional information regarding the information submitted as part of this market research effort. Any organization responding to this notice should ensure that its response is complete and sufficiently detailed to allow the Government to determine the organization’s qualifications to perform the work. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted. After a review of the responses received, a pre-solicitation synopsis and solicitation may be published in Government Point of Entry or other similar source (e.g., GSA E-buy). However, responses to this notice will not be considered adequate responses to a solicitation.
Responses to this notice are not offers and cannot be accepted by the Government to form a binding contract or agreement. The Government will not be obligated to pursue any acquisition alternative as a result of this notice. Responses to the notice will not be returned. Not responding to this notice does not preclude participation in any future solicitation if one is issued.
No proprietary, classified, confidential, or sensitive information should be included in responses to this Notice, unless otherwise appropriately marked by the Respondent. The Government reserves the right to use any non-proprietary technical information received in response to this Notice in any resultant solicitation(s).
Do Not Submit any Proposals/Offers in response to this Notice.
Thank you for your response to this Request for Information.
Apr 1, 2024 | [Sources Sought (Updated)] Internal Revenue Service (IRS) Transformation and Strategy Office (TSO) Taxpayer 360 Employee Tools Solution |
Apr 2, 2024 | [Sources Sought (Updated)] Internal Revenue Service (IRS) Transformation and Strategy Office (TSO) Taxpayer 360 Employee Tools Solution |
With Free Trial, you can:
You will have a full access to bids, website, and receive daily bid report via email and web.
Electronic Tax and Comprehensive Research Services - MarketResearch Active Contract Opportunity RFQ1683403 Related
Federal Agency
Follow Information Technology Security and Compliance Support Services (ITSCSS) Active Contract Opportunity Notice
HOMELAND SECURITY, DEPARTMENT OF
Bid Due: 7/27/2024
Follow FHA Resource Center Active Contract Opportunity Notice ID APP-HU-2025-080 Related Notice Department/Ind.
HOUSING AND URBAN DEVELOPMENT, DEPARTMENT OF
Bid Due: 5/20/2024
Follow Intent to Sole Source - Program management and technical support to the
MILLENNIUM CHALLENGE CORPORATION
Bid Due: 5/25/2024