Notice ID: 24-IRA-020-OITA
The IRS is seeking vendors to oversee delivery of a common service for to enable taxpayer-facing employees to efficiently perform the actions they are entitled to perform including actions that result in changes to the current taxpayer data.
As a starting point, the IRS is focusing first on Customer Service Representatives (CSR) in the call center environment, seeking to develop an integrated interface that seamlessly integrates into all applicable tools and data necessary to resolve a taxpayer call.
Description of Services
Currently the IRS data required to answer taxpayer queries is disparately located throughout the IRS ecosystem in many different locations and is in many different formats and lacks modernized accessibility (i.e. minimal APIs). These systems are often not integrated – they don’t always talk or connect to one another, can be challenging to navigate, use outdated formats such as command code queries to access the data, have significant redundancy, and occasionally contain conflicting information. Additionally, some data that would help to quickly resolve queries is not currently readily accessible and the ability to make necessary updates to taxpayer account data is limited. To obtain necessary data users often are required to log into multiple systems and do extensive research before they can obtain the answers they need resulting in delays and user frustration.
The IRS will look to improve employee tools to provide faster and consistently accurate information to taxpayers with significantly reduced employee burden. As part of this goal, the IRS is looking to improve the effectiveness of call center representatives.
The contractor should be capable of working with the IRS’ IT teams to build integrations into existing IRS data systems to provide the latest relevant taxpayer data with IRS to Customer Service employees information to efficiently perform the actions they are entitled to perform including actions that result in changes to the current taxpayer data.
The contractor should be capable of utilizing these data integration points to provide the latest relevant taxpayer data in an integrated “single pane of glass” view.
The contractor should be capable of designing the layout and content of this interface to maximize useability for the employee, including incorporating agent assistor tools and modern technology (AI, LLM, etc) to provide contextual information and assistance. Users should be able to customize their view for maximum usability and to add additional data sources as they become available.
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