Notice ID 23-331-OITA
The Government has interest in – and is seeking information regarding – the capability of providing strategic guidance and implementation support to significantly improve the accuracy and agility of the IRS’ workforce management systems. This work will require deep expertise in data science, advanced analytics, and operations to guide modeling decisions, including strong demonstrated success in driving:
Advanced modeling and professional-grade forecasting methodologies that build beyond historical data to leverage cutting edge innovations in predictive analytics.
Implementation of best-in-class scheduling processes, building on improvements to forecasting to derive optimal schedules for call center environment, considering potential opportunities to improve both taxpayer and CSR experience.
Optimization of routing structures to build a long-term queue structure that aligns taxpayer journeys to agent skillsets, informed by industry best-practices within a large-scale call center environment with nearly 100 applications and 18,000+ CSRs.
Related Data
IRS Partner Request: Call Center Workforce Management Modernization and Transformation support
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