Department of the Treasury, Internal Revenue Service, 6009 Oxon Hill Road, Suite 700, ATTN: M:P, Oxon Hill, MD 20745

R -- SIMULATION-BASED TELEPHONE-ADMINISTERED ASSESSMENT OF CUSTOMER SERVICE REPRESENTATIVE SKILLS SOL TIRNO-00-HDC-00001 DUE 120199 POC Helen D. Carmona (202)283-1514 (FAX) E-MAIL: ERROR --, helen.d.carmona@m1.irs.gov. The Internal Revenue Service (IRS) seeks potential contractors to develop a simulation-based telephone-administered assessment of requisite customer service skills. It must be based firmly on empirical job analysis research. The telephone assessment must be designed to elicit behaviors that relate to the specific assessment dimensions required for successful performance. All simulations must reflect those customer service competencies required of stakeholders charged with increasing levels of taxpayer satisfaction. The live simulations that comprise the Program must confront key situations, problems and challenges faced on the job by incumbent customer service representatives. All contacts occur with simulated customers over the telephone. Once developed, the telephone assessment program must be administered remotely by professional staff. The administration of the program must include, at a minimum, the following components: verbal feedback, received within one hour of assessment; written feedback, received within 24 hours of assessment; and coaching provided on a remote basis with participants situated across the country. It is requested that your capability statements be provided to the address shown in the heading by December 1, 1999. Following the review of the capability statements, selected vendors may be asked to demonstrate their system to the IRS to familiarize the IRS with the features of their system during the January -- February, 2000 timeframe. If this sources-sought notice indicates that contracts are warranted, it is anticipated that there would be a single nation-wide contract awarded as a result of a competitive solicitation. Contract award is anticipated by September 30, 2000. The contract will have a 12 month base period with 4 one-year option periods. Please annotate whether your firm is a large, small, or disadvantaged business under SIC 7389; size standard of $5 million in annual receipts. Note: This 'sources-sought' notice is for the purpose of gathering information and planningpurposes ONLY. There is no Requests for Proposals at this time. No oral communications shall be accepted. Questions and/or comments concerning this notice may be faxed or addressed to the above named individual at the address or fax number shown in the heading or submitted via e-mail to helen.d.carmona@m1.irs.gov. Posted 10/25/99 (W-SN394489). (0298)

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