IRS Sources Sought: Emerging Customer Service Analytics Techniques

Notice ID:  2032H8-24-N-00009

The Department of Treasury/Internal Revenue Service (IRS) has a requirement that is looking to secure a contractor that can provide financial management support services, acquisition support services, and SharePoint support services.  The mission of Data Management Division (DMD) of the IRS Research, Applied Analytics, and Statistics (RAAS) has identified a need for text analytics functionality to inform planning and response to filing season related trends, understand nuances about terminology, and inter-relate ways in which taxpayers engages with the IRS’ service channels.

Overview

The IRS identified the importance of advancing data analytics, enforcing the tax code, securing operations and collaborating with external partners to improve tax administration and IRS operations. The IRS recognizes improving outcomes as strategic goals to enhance mission performance. The Office of Research, Applied Analytics & Statistics (RAAS) provides innovative approaches to address IRS challenges using public-private partnerships, collaboration with state tax agencies, the tax industry and other stakeholders that assists with combating identity theft.

To accomplish these strategic changes, RAAS supports IRS Strategic Goals laid out in the FY2022-2026 IRS Strategic Plan addressed below:

1. Dramatically improve services to help taxpayers meet their obligations and receive the tax incentives for which they are eligible.
2. Quickly resolve taxpayer issues when they arise.
3. Focus expanded enforcement on taxpayers with complex tax filings and high-dollar non-compliance to address the tax gap.
4. Deliver cutting-edge technology, data, and analytics to operate more effectively.

The scope of this effort involves data exploration, pattern analysis, and model development.

The opportunity specifically involves using text analytics to help inform planning and response to filing season related trends, understand nuances about terminology, and inter-relate ways in which taxpayers engages with the IRS’ service channels.  Information will not be targeted at specific engagements; rather this is looking at aspects in aggregated scenarios.

This effort will focus on the following objectives: Evaluate and provide recommendations about the quality, preparation needs, and utility of different text information contained in the customer channel information, and conduct a text analysis to identify trends and topics suitable for planning and analysis by customer service organizations.

Data sources containing unstructured data can include but not limited to the following:

• Accounts Management Services (AMS)
• Telephone Call (voice transcripts and metadata)
• gov web comments, questions, and traffic flow
• Taxpayer Assistance Center (TAC) appointments

Additional tax administration data can be used in combination to support the text analysis.

The anticipated period of performance for this Base plus 4 Option Years contract.

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