IRS Call Center Workforce Management Modernization

The Internal Revenue Service (IRS) has a requirement for IRS Call Center Workforce Management Modernization. Program Goals: Our ultimate goal is to develop, test, and integrate a best-in-class workforce management solution for the IRS' call center environment that efficiently and accurately matches supply to demand while ensuring agents who answer calls are equipped to respond to taxpayer needs. For information purposes, the services described shall be in accordance with the Internal Revenue Service (IRS) Statement of Objectives entitled, IRS Call Center Workforce Management Modernization.

The request for information (RFI/Q number) will be available on August 15, 2023 and will be distributed solely through General Services Administration's (GSA) eBuy Open:

Multiple Award Schedules (MAS):

• 54151S Information Technology Professional Services
• 541611 Management and Financial Consulting, Acquisition and Grants Management Support, and Business Program and Project Management Services.

Governmentwide Acquisition Contracts (GWACs):

• 8(a) Streamlined Technology Acquisition Resource for Services (STARS) III
• Alliant 2
• Veterans Technology Services 2 (VETS 2)
• One Acquisition Solution for Integrated Services (OASIS) Pool 1 - Management/Scientific/Technical Services
• One Acquisition Solution for Integrated Services (OASIS) 8(a) Pool 1 - Management/Scientific/Technical Services
• One Acquisition Solution for Integrated Services (OASIS) SB Pool 1 - Management/Scientific/Technical Services

All future information about this acquisition, including RFI amendments, will also be distributed solely through https://www.ebuy.gsa.gov/ebuyopen/ . Interested parties are responsible for monitoring that site to ensure that they have the most up-to-date information about this acquisition. The estimated closing date of the RFIs: RFQ1651519, RFQ1651522, RFQ1651523, RFQ1651524, RFQ1651525, RFQ1651528 and RFQ1651529 will be on August 21, 2023. All responsible sources may submit a RFI response which will be considered by this agency. No telephone requests, written requests, or questions for/about this RFI will be accepted outside of GSA eBuy Open.