D -- CONTINUATION OF SOFTWARE LICENSING, MAINTENANCE, AND OTHER SERVICES IN SUPPORT OF THE IRS CUSTOMER CALL CENTER ENTERPRISE

Notice Date

January 18, 2001

Contracting Office

Department of the Treasury, Internal Revenue Service (IRS), National Office Procurement (A:P), 6009 Oxon Hill Road, Suite 700, Oxon Hill, MD, 20745

ZIP Code

20745

Solicitation Number

Reference-Number-API00-10

Point of Contact

Jeffrey Petrino, Contracting Officer, Phone 202-283-1418, Fax 202-283-1532, Email jeffrey.p.petrino@irs.gov -- Kay Fridenstine, Contract Specialist, Phone 202-283-1279, Fax 202-283-1532, Email

E-Mail Address

Jeffrey Petrino (jeffrey.p.petrino@irs.gov)

Description

The Internal Revenue Service (IRS) intends to negotiate on a sole source basis under the authority of FAR 6.302-1 for the continuation of software licensing, maintenance, and other services in support of the IRS Customer Call Center Enterprise with Aspect Communications Corp., 1660 International Drive, Suite 710, McLean, VA 22102. The North American Industry Classification System (NAICS) code for this acquisition has been determined to be 51339, Other Telecommunications Services. The contractor shall furnish, upon receipt of task or delivery orders, equipment, documentation, maintenance, software, system integration, technology refreshment, and other services required for the support of an IRS-wide Customer Call Center Enterprise. The maximum contract period of performance, including all options, shall be six years. IRS_s toll-free call centers are for: responses to taxpayer questions on tax issues of varying complexity, assistance in procedural matters, information on the status of refunds, resolution of account inquiries and payment of delinquent taxes, and orders for tax forms and publications. There are digital automatic call distributors (ACDs) which include a fully integrated system of trunk lines, switching apparatus, assistor positions, voice response units (VRUs), cable, and other items. There are currently 42 ACDs at 35 locations; three are test facilities. The original equipment manufacturer for the installed ACDs is Aspect Communications Corporation. The current ACD operating systems are Aspect 6.2 and Aspect 7.2. Using Aspect 7.2, the IRS expects to optimize its toll-free environment to approx. 36 operational ACDs by the end of 2001. Contractor staff includes approx. 18 full-time operations support professionals at 16 IRS sites. Subsystems and applications integrated with the ACD include Intelligent Call Management (ICM) hardware and software, IRS and vendor system management centers, remote staff centers, voice and data screen synchronization hardware and software, VRUs, and workforce scheduling hardware and software. With the exception of the ICM, all of these subsystems and applications are currently maintained by Aspect Communications under IRS Contract No. TIRNO-92-D-00054. Aspect_s proprietary ACD software includes Custom View software, Generations IVR system software, System Management Suite, and Workforce Management software. Upgrades to this software and maintenance of Aspect's proprietary source code are key requirements. No solicitation document exists; therefore, requests for such document will be considered non-responsive. The proposed contract action is for supplies or services for which the Government intends to solicit and negotiate with only one source under the authority of FAR 6.302. Interested parties, other than Aspect, must clearly state all of their capabilities and experience in supporting a Customer Call Center Enterprise of the scope and magnitude described above, especially in how they would support the Aspect proprietary software. All inquiries and information on capabilities and experience will be accepted by FAX at 202/283-1532 or 1533 or by e-mail to Jeffrey P. Petrino@irs.gov or to Kay.P.Fridenstine@irs.gov. See Note 22. However, all responses must be received within 30 days after date of publication of this notice.

Web Link

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Record

Loren Data Corp. 20010122/DSOL005.HTM (D-018 SN50B1S4)