SOLICITATION NOTICE
R -- Internet Refund Fact of Filing - "Where's My Refund?" - Limited Sources Justification
- Notice Date
- 7/14/2011
- Notice Type
- Justification and Approval (J&A)
- NAICS
- 541611
— Administrative Management and General Management Consulting Services
- Contracting Office
- Department of the Treasury, Internal Revenue Service (IRS), National Office Procurement (OS:A:P), 6009 Oxon Hill Road, Suite 500, Oxon Hill, Maryland, 20745
- ZIP Code
- 20745
- Archive Date
- 8/14/2011
- Point of Contact
- Debra M Jacobs, Phone: 202 283-1277
- E-Mail Address
-
debra.jacobs@irs.gov
(debra.jacobs@irs.gov)
- Small Business Set-Aside
- N/A
- Award Number
- TIRNO-11-T-00047
- Award Date
- 7/7/2011
- Description
- Limited Sources Justification The Internal Revenue Service has a web-based self-service automated application that allows taxpayers to access information regarding the status of their federal tax refund. This application is internally referred to as the Internet Refund/Fact of Filing (IRFOF), but externally it is marketed under the name "Where's My Refund?" The application also provides taxpayers, under certain conditions, the ability to initiate a Refund Trace (for a lost or stolen refund) or have their refund re-issued to a new address if it was returned as undeliverable. In addition to the web-based application, the IRS also provides an 800 number to allow non-web users access to the same information via the telephone. In both applications (telephone and web), taxpayers must provide certain personal data to complete authentication; this personal data includes a social security number, refund amount, and filing status. Once authenticated, the user gains access to data (information) about their refund. While these self-service applications realize a 90% completion rate, there has still been an increase in refund call volumes being directed to live assistance. Reasons for the increase are not clear as the self-service applications have a sound authentication process in place to allow taxpayers to access refund data without live assistance. In fact, live assistors actually provide the exact same information as the automated applications. As a result of this increased call demand, the IRS is seeking solutions and recommendations to reduce the call volumes that are being routed to live assistance; currently in excess of 6 million calls annually. The Government requires a base period of six-months and one optional period of six-months. The base period requirements include contractor support to: •provide detailed analysis of the refund automated applications and live refund assistance; •identify key drivers of live refund call volume; •provide data-driven recommendations to improve service and reduce the volume of live refund calls that are placing an increased burden on IRS Customer Service Representatives (CSRs) •provide service alternatives that either prevent or significantly limit refund calls from reaching a CSR •assist the IRS project team to research and review all existing issues, documents, and materials as they relate to the web and telephone based refund automated applications, as well as telephone data on live refund assistance. •provide the Government management team with recommendations for review and approval. The optional six-month period requirements include: •assisting the Government with the pilot and implementation of the approved recommendations. The contractor will work with the Executive Champion, Project Lead, and the various business functions to pilot and implement the recommendations. Some recommendations are expected to be of a short duration for piloting and implementation, while others are expected to be of a longer time frame. •Upon completion of the pilot and implementation, the contractor shall conduct an after-action review to determine the effectiveness of recommendations. This review should include lessons learned and steps for moving forward.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/notices/ec2508e3dad9be18bf4e435510d36193)
- Place of Performance
- Address: Internal Revenue Service-Joint Operations Center - Stop 950, 2385 Chamblee-Tucker Road 2nd Floor, Chamblee, Georgia, 30341, United States
- Zip Code: 30341
- Zip Code: 30341
- Record
- SN02499781-W 20110716/110715000054-ec2508e3dad9be18bf4e435510d36193 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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