SOLICITATION NOTICE
B -- Contractor Support Joint Operations Command Center - JEFO
- Notice Date
- 5/8/2013
- Notice Type
- Fair Opportunity / Limited Sources Justification
- NAICS
- 541519
— Other Computer Related 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
- Solicitation Number
- RTCP4143
- Archive Date
- 6/7/2013
- Point of Contact
- mary mudd, Phone: 2022831491
- E-Mail Address
-
mary.mudd@irs.gov
(mary.mudd@irs.gov)
- Small Business Set-Aside
- N/A
- Award Number
- TIRNO-11-D-00024
- Award Date
- 4/25/2013
- Description
- Justification for Other than Fair Opportunity The IRS Joint Operations Center (JOC) provides service support, operational support and technology system support for the Operating Divisions and functional Organizations to achieve their mission's goals and service levels to their customers. The JOC is the enterprise Hub for ensuring the service levels for telephone, correspondence and electronic media are being met. Critical to the mission of the JOC is the current contractor support that is being provided in a staff augmentation role to the JOC. Contractors are currently providing support in all major operational support areas of the JOC. Contractor support services in meeting the JOC mission include but are not limited to the following complexities: • Routing/scripting of over 120+/- million calls annually - extensive institutional knowledge and programming skill sets. No IRS personnel to support. • Work force planning/staffing to support the forecast of 120+/- million calls per year and scheduling 9,000+/- agents across multiple contact centers to meet mission service levels • Providing project management support to major system upgrades, security, executive dashboards and new system implementations Enterprise reporting all of call processing from initial call to distribution Executive reporting of key performance indicators relative to call demand, handle times, volumes, level of service, etc. • Front end web development and backend database administration support to ensure Enterprise Reporting Portal is processed daily and system uptime is critical. Extensive Institutional knowledge and IT programming skill sets. No IRS personnel to support. • Intraday monitoring and staffing of over 9000 call center telephone representatives - Daily tactical operations dependent on support • Intraday monitoring of all enterprise systems 24x7- Daily tactical operations dependent on support • Data analysis of telephone metrics • System engineering, design, and support functions • Change management processing, governance, and oversight
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/TREAS/IRS/NOPAP/RTCP4143/listing.html)
- Place of Performance
- Address: 2385 Chamblee Tucker Road, Chamblee, Georgia, 30341-3446, United States
- Zip Code: 30341-3446
- Zip Code: 30341-3446
- Record
- SN03056893-W 20130510/130508235536-917c651da639f6133d06c744958f99c5 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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