SOLICITATION NOTICE
D -- IRS Contact Center Support Services (ICCSS)
- Notice Date
- 1/2/2008
- Notice Type
- Solicitation Notice
- NAICS
- 541513
— Computer Facilities Management 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, MD, 20745, UNITED STATES
- ZIP Code
- 20745
- Solicitation Number
- TIRNO-08-R-00005
- Response Due
- 1/18/2007
- Point of Contact
- Lanny Turner, Contracting Officer, Phone 202 283-1142, Fax -4429, - Lanny Turner, Contracting Officer, Phone 202 283-1142, Fax -4429
- E-Mail Address
-
Lanny.L.Turner@irs.gov, Lanny.L.Turner@irs.gov
- Description
- The Internal Revenue Service (IRS) is requesting support for the Contact Center environment to support the Automatic Call Distributor (ACD), Interactive Voice Response (IVR), Work Force Management (WFM), and Contact Recording technology components of its' contact center infrastructure. The IRS will be requesting descriptions of the Offeror's approach, practices, and capabilities to provide the services requested in the IRS Contact Center Support Services (ICCSS)Request for Proposals (RFP) and the Performance Work Statement (PWS). The IRS manages and operates a nationwide contact center infrastructure. The mission of the IRS Contact Center support organization is to function as the single point of contact for all internal customers who use IRS contact center technology and to ensure that design and schedules integrate across information technology products, services, and on-going commitments. This includes modernization as well as changes to the installed base systems and services. The scope of the IRS Contact Center Support Services (ICCSSS) requested in the PWS will include both contractual and operational elements to improve IRS' existing operations. The scope of the Contractor services will include the maintenance and support of the IRS-owned, Aspect Software, Inc. Original Equipment Manufacturer - OEM provided ACD, IVR, WFM, systems, and the Verint Systems, Inc. (OEM) provided Contact Recording technology components, and their interoperability with other existing IRS contact center elements. The high level objectives of this initiative, as defined by both the contracting and operations organizations, are summarized as follows: Streamline service ordering process. (The new contracting vehicle will address ordering, managing, and accounting for day-to-day operational support, and purchasing tasks required to expand or modernize the current technology. The IRS contracting organization will interface with one source for all of the services and supplies specified in the scope of this PWS.) Improve incident response and troubleshooting process. (The Contact Center Support Services Contractor will be responsible for system troubleshooting; minimizing the coordination requirements with the OEM vendors. The Contact Center support services operation will implement a common methodology, based on the overall IRS incident and problem management approach, for classifying and tracking problems. The support structure will clearly define the lines of responsibility between organizations and the escalation procedures.) Improve quality of operations. (The contract will implement innovative proactive monitoring and management techniques to identify issues before they become performance impacting events. The Contractor will leverage root cause analysis to improve problem management. Service Level Agreements - SLAs will be established along with empirical performance measurements to measure and improve operations.) Business Focus approach. (The system expansion and operations will be defined by IRS in terms of business needs. Contractor will be tasked with identifying solution options to meet these needs. These proposed solutions will be presented to IRS and will be evaluated as part of the standard IRS change management process.) Standardize technology and approach to managing it. (Single source of technology support for the components covered by the PWS will lead to a more streamlined implementation and support.) Common change management process. (The process for system and configuration changes will adhere to the overall IRS change and configuration management process.) Incorporate security as an integral process. The contract will incorporate IRS security requirements into the overall technology planning, implementation and support processes. The Contractor will be required to interface with the applicable internal and external security organizations and ensure that all vulnerabilities are addressed in a timely manner. _ As stated in the RFP and PWS, the IRS will retain the authority for making all operational and strategic technology decisions. The Contractor shall be required to use the existing IRS change management and approval processes. The individual and shared responsibilities of the Contractor and the IRS are as follows: Contractor primary responsibilities. (Routine maintenance, trouble shooting and incident resolution, system patch installation, system upgrades and technology refresh, and technology suggestions/recommendations.) Shared responsibilities (Contractor/IRS). (System monitoring, Move Add and Changes (MAC) support, system administration, system re-configuration, maintain system security configuration, and technology evaluation.) IRS responsibilities. (Change management decisions, system programming, contractor oversight and performance monitoring, requirements definition, and technology strategy definition and decisions.) _ Interested offerors should respond to this announcement by providing their contact information to the Contracting Officer on or before January 18, 2008. On January 18, 2008 the RFP will be released to known interested sources and the closing date for submission of offers will be February 18, 2008. NOTE: THIS NOTICE MAY HAVE POSTED ON FEDBIZOPPS ON THE DATE INDICATED IN THE NOTICE ITSELF (02-JAN-2008). IT ACTUALLY APPEARED OR REAPPEARED ON THE FEDBIZOPPS SYSTEM ON 09-JAN-2008, BUT REAPPEARED IN THE FTP FEED FOR THIS POSTING DATE. PLEASE CONTACT fbo.support@gsa.gov REGARDING THIS ISSUE.
- Web Link
-
Link to FedBizOpps document.
(http://www.fbo.gov/spg/TREAS/IRS/NOPAP/TIRNO-08-R-00005/listing.html)
- Place of Performance
- Address: Nationwide. Multiple locations nationwide including Puerto Rico.
- Zip Code: 20706
- Country: UNITED STATES
- Zip Code: 20706
- Record
- SN01482504-F 20080111/080109230155 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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