Notice ID: 24-IRA-026-OITA
IRS User and Network Services (UNS) Unified Communications (UC) provides Voice Services support to approximately 10,000 customers nationwide. The IRS has experienced unprecedented demands for new IT Voice Services to serve a variety of requirements from wireless users, tax-payer e-filing and self-assistance, security and audit compliance, and taxpayer consultation. The ability to rapidly adapt to these demands has been challenging with delivery of services.
Objective. IRS UNS/UC must acquire experienced contractor staff augmentation support for UNS/UC Wireless and Voice Services to support various IRS locations. The contractor will provide administrative, technical, and operational IT support as indicated in this PWS. The contractor shall also utilize the IRS work incident management trouble ticket process to resolve customer problems with IT wireless equipment and distribution of IT wireless supplies. This support includes all wireless and voice services and support for all end users. Contractor staff augmentation shall also support UNS/UC in the management of assets in the field as part of its normal operations.
Scope. The contractor shall provide staff augmentation support to various IRS locations for UNS/UC Enterprise Wireless and Voice Services. Support services includes administrative, technical, and operational IT support for programs including but not limited to Microsoft Teams Mobile, O365 Mobile and Apple based products to include Apple iPhone, Apple iOS and Apple Business Manager. This support shall include resolving customer problems associated with IT projects within the Enterprise, including UNS, Enterprise Operations (EOPS), Secure Enterprise Messaging System (SEMS) and Criminal Investigation (CI) business units. The contractor staff shall provide support to the UNS /UC Voice Services organization for the deskside incident management process and routine replacement and distribution of IT Wireless devices when needed to fulfill project requirements and/or incident submission.
The contractor shall also utilize the IRS work incident management trouble ticket process to resolve customer problems with IT wireless equipment and distribution of IT wireless supplies.
The contractor shall provide support for resolving customer problems with their wireless IT equipment, including iPads, Smartphones, and hot spots. The contractor shall also provide support for break/fix and routine replacement of equipment, maintain electronic inventory, surplus inventory, and ensure replacement equipment performs as required.
The anticipated period of performance is Base year plus 2 Option Years.
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