IRS Sources Sought: Customer Experience Research

Notice ID: 2032H8-24-N-00100

The Internal Revenue Service (IRS) is seeking the services of contractors with broad and substantial experience in gathering quantitative and qualitative customer experience data through surveys, focus groups, and other standard market research methods, as well as possessing practical knowledge of private- and public-sector models and practices in dealing with customer research and strategy.

The primary task may be to design methods and tools to collect, analyze, and report measurements of customer experience. The analysis, reporting and focus group/interview tasks may be optional depending on the requirements of individual task orders. These tasks will be conducted in a manner that will conform with the IRS’ definition of its customer experience measures (including but not limited to standards set by OMB; with IRS’ standards of statistical reliability; and to the reporting requirements of the Business Operating Divisions (BODs) as appropriate. In addition to providing the required performance measurements, the method and data collection instruments shall serve a diagnostic purpose, directing the IRS to the most critical factors affecting customer experience and to courses of action that will address them. Data reporting shall reflect key customer expectations; assessments of the most significant aspects of their service experiences; and shall illustrate for IRS management the improvement opportunities that are likely to have the greatest impact.

The requirement:

• Will use commercial terms and conditions (FAR Part 12).
• Is intended to be a Multiple-Award Blanket Purchase Agreement (BPA) with firm, fixed price task orders awarded under the BPA(s).
• Has an expected period of performance of a twelve-month base period, and four one-year options, and one six-month option using the authority 52.217-8.
• Has an anticipated start date of Fiscal Year (FY) 2026.

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