SOLICITATION NOTICE
D -- IRS Contact Center Support Services
- Notice Date
- 6/7/2007
- Notice Type
- Solicitation Notice
- NAICS
- 811213
— Communication Equipment Repair and Maintenance
- Contracting Office
- Department of the Treasury, Internal Revenue Service (IRS), National Office Procurement (OS:A:P), 6009 Oxon Hill Road, Suite 500, Oxon Hill, MD, 20745, UNITED STATES
- ZIP Code
- 00000
- Solicitation Number
- Reference-Number-ICCSS-0607
- Response Due
- 7/11/2007
- Archive Date
- 8/4/2007
- Description
- The Internal Revenue Service (IRS) is issuing this Request for Information (RFI) seeking information for market research and planning purposes. The IRS will consider the information received in order to better understand industry capabilities as well as determine the best acquisition strategy. This synopsis shall not be construed as either a solicitation or Request for Proposals (RFP). No solicitation document currently exists; please do not request a copy of a solicitation. The IRS does not intend to award a contract on the basis of responses received nor otherwise pay for the preparation of any information submitted to the IRS. No acknowledgement of receipt of responses will be made, nor will respondents be notified of the IRS? evaluation of the information received. Telephonic inquiries regarding this RFI will not be accepted. Any question submitted regarding this potential requirement will not receive responses. Interested firms are highly encouraged to participate in the establishment of our future requirement. The RFI detail document will be provided on the internet at https://www.fedteds.gov (FedTeDS), and is available on the IRS Procurement Business Opportunities website at: http://www.irs.gov/opportunities/procurement/article/0,,id=171073,00.html additional documents may be added or existing documents may be replaced with revised versions. Notification to Vendors/Contractors will be made via http://fedbizopps.gov if documents are added or replaced. The IRS is requesting industry information regarding Contact Center Services to support the Automatic Call Distributor (ACD), Interactive Voice Response (IVR), Work Force Management (WFM), and Contact Recording technology components of its contact center infrastructure. The Contact Centers are an infrastructure dedicated to support taxpayers who want to communicate with IRS via telephone network. The IRS requests a high level description of the vendor?s approach, practices, and capabilities to provide the services requested in this RFI. The vendors are also encouraged to propose alternative approaches that may be different than the requirements outlined in the RFI detail document published on the FEDTEDS system (identified above) The scope of the Contact Center Support Services requested in this RFI includes both contractual and operational elements to support and improve IRS? existing operations. The scope of the Contractor services will include the maintenance and support of the IRS Aspect ACD, IVR, WFM, and Verint Contact Recording technology components, and their interoperability with other existing IRS contact center elements. The high level objectives of this initiative, as defined by both the contracting and operations organizations, are summarized as follows. Streamline service ordering process. The new contracting vehicle will address ordering, managing, and accounting for day-to-day operational support required to expand or modernize the current technology. The contracting organization will interface with one source for all services and supplies. Improve incident response and troubleshooting process. The Contact Center Support Services Contractor will be responsible for end-to-end system troubleshooting of technologies covered under the support services; minimizing the coordination requirements. The Contact Center support services operation will implement a common methodology, based on the overall IRS incident and problem management approach, for classifying and tracking problems. The support structure will clearly define the lines of responsibility between organizations and the escalation procedures. Improve quality of operations. The contract will implement innovative proactive monitoring and management techniques to identify issues before they become performance impacting events. The Contractor will leverage root cause analysis to improve problem management. Service Level Agreements (SLAs) will be established along with empirical performance measurements to measure and improve operations. Business Focus approach. The system expansion and operations will be defined by IRS in terms of business needs. Contractor will be tasked with identifying solution options to meet these needs. Proposed solutions will be presented to IRS and will be evaluated as part of the standard IRS change management process. Common change management process. The process for system and configuration changes will adhere to the overall IRS change and configuration management process. Incorporate security as an integral process. The contract will incorporate IRS security requirements into the overall technology planning, implementation and support process. The Contractor will be required to interface with the applicable internal and external security organizations and ensure that all vulnerabilities are addressed in a timely manner. The North American Industry Classification System (NAICS) codes that would apply to this RFI would be 811213 Communication Equipment Repair and Maintenance with the small business size standard of $6.5 million, and 334210 Telephone Apparatus Manufacturing with the small business size standard of 1,000 employees. All responses must be submitted by e-mail to *AWSS RFI ICCSS@irs.gov in accordance with the following instructions: Responses may not exceed ten (10) type written pages (MS Word) and should include each vendor?s name, address, and contact information. The responses should briefly describe the company?s experience and qualifications with regard to the services listed above, indicating whether they functioned as a prime or subcontractor, and should reply to the specific questions contained in the ICCSS RFI detail document posted on FEDTEDS and the IRS Procurement Business Opportunities website. The response should also include any experience, certifications, authorizations, etc. that the company may have with regard to the products and software identified in this RFI. The RFI response may reference a website, magazine article, or other published literature but may not include any illustrations, brochures, advertisements, inserts, or elaborate graphics. The response should identify the company?s small business size status (i.e., 8(a), Small Disadvantaged, Small, HUBZone, SDVOB, Woman-Owned, Large, etc.). The company should also identify in their response any GSA Schedule contracts or other Government-Wide Agency Contracts (GWAC) that it may have under which these services could be acquired. All responses must be received at *AWSS RFI ICCSS@irs.gov no later than July 11, 2007, reference number ICCSS-0607. Point of Contact Lanny Turner, Contracting Officer 202-283-1142, FAX 202-283-4429, E-mail lanny.l.turner@irs.gov (All responses to this RFI shall be e-mailed to *AWSS RFI ICCSS@irs.gov as required above.)
- Place of Performance
- Address: Nationwide and Puerto Rico
- Zip Code: 20706
- Country: UNITED STATES
- Zip Code: 20706
- Record
- SN01313043-W 20070609/070607222008 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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