The Internal Revenue Service is conducting market research for the next phase of its Enterprise File Storage (EFS) modernization program, an effort designed to expand digital processing, automate taxpayer workflows, and reduce reliance on paper-based operations.
The Request for Information seeks industry input on program support services for the continued development, testing, maintenance, and enhancement of the IRS Enterprise File Storage Digitization platform, which is built on Pega Cloud for Government. According to the draft requirements, the contractor will support expansion of the platform while maintaining existing production workflows and delivering 18 additional digital workflows over the life of the contract.
The modernization effort supports one of the IRS’s broader digital transformation initiatives. Today, the agency receives millions of pages of taxpayer forms and correspondence each year through paper mail and fax, much of which still requires manual processing. The expanded EFS platform is intended to digitize these workflows, support paperless case processing, improve employee efficiency, and provide a scalable foundation for future automation initiatives.
A notable aspect of the requirement is the planned expansion of artificial intelligence capabilities within the platform. The draft Performance Work Statement calls for the integration of Pega AI technologies, including Document AI for automated document processing, Knowledge Buddy for employee guidance, AI-powered taxpayer interactions, and automated case summarization. The platform will also support integrations with broader IRS modernization initiatives, including the Document Upload Tool, Taxpayer Digital Communications, the Zero Paper Initiative, and additional enterprise systems.
The contractor will provide agile software development, Pega engineering, workflow development, cloud integration, testing, cybersecurity, Section 508 compliance, systems architecture, and knowledge transfer support. The work also includes developing six new workflows annually, consisting of low-, medium-, and high-complexity implementations, while supporting and enhancing existing production workflows.
According to the draft requirements, the expanded platform is expected to support paperless processing for more than 60 million pages of taxpayer service inventory while creating a foundation for additional digital workflows across the agency. The contractor will also support business analysis, stakeholder engagement, application integration, testing, reporting, and long-term transition planning as the IRS continues expanding enterprise digital case management capabilities.
For firms specializing in Pega development, low-code platforms, AI-enabled workflow automation, enterprise case management, cloud engineering, and digital transformation, the RFI provides an early opportunity to help shape a significant IRS modernization effort.
Solicitation Number: 26-02-TS
