DEPARTMENT OF THE TREASURY, Internal Revenue Service, (M:P), 6009 Oxon Hill Road, Suite 700, Oxon Hill, MD 20745

D -- INFORMATION TECHNOLOGY SERVICES, INCLUDING TELECOMMUNICATION SERVICES -- POTENTIAL SOURCES SOUGHT SOL CBD&&&97050002 DUE 123197 POC Contract Specialist, Larry D. Chewning, 202-283-1337, Technical Contact, Tim Lynn, 202-283-0709 This is a Request for Information only at this time. The IRS currently answers more than 50 million telephone calls each year from taxpayers requesting information on various topics. The actual conversations which take place between taxpayers and IRS representatives are referred to as customer sessions. In order to measure and improve the quality of service, the IRS intends to record a statistical sample of the customer sessions at approximately 25 Customer Service Call Sites nationwide, where the calls are currently processed by Automatic Call Distribution (ACD) systems manufactured by Aspect Telecommunications Inc. The IRS intends to store the recorded sessions locally at each site for access by a Centralized Quality Review System (CQRS). Quality reviewers at the CQRS site will access and review the recorded sessions within approximately 24 hours following call completion, and will record the results of each review using an automated Data Collection Instrument (DCI). Input to the DCI will be on-line to a centralized data base located at the CQRS site providing real time access to the data by authorized IRS employees 24 hours per day. Authorized IRS employees will have the ability to create and generate customized reports from the data base as needed. The IRS seeks information from companies capable of providing the total CQRS described above including the DCI and the recording equipment. Any communications circuits required will be provided by the IRS. Again, this is a Request for Information only at this time. Responses should be as complete as possible and should include the name and phone number of a person who could be contacted for further information. At this time, there is neither a solicitation package available nor is one anticipated in the near future. (0304)

Loren Data Corp. http://www.ld.com (SYN# 0027 19971104\D-0008.SOL)