Notice ID: 2032H5-24-N-00008
White Paper Request. Interested parties are requested to submit a capabilities statement in the format of a White Paper as outlined below. The White Paper should be concise (no more than 5 pages) and address only the information requested below (title pages, cover letter, etc., will not count against the 5-page limit). Again, this information will support market research activities within Department of Treasury.
This Statement of Objectives (SOO) describes the goals that the Internal Revenue Service (IRS) expects to deploy via Web Applications (Web Apps) Individual Online Account (IOLA) services to enhance the taxpayer and tax professional experiences. The purpose of this acquisition is to obtain a Contractor with a comprehensive solution, which adheres to the agency’s standards and guidance, and aligns with and supports the Taxpayer Experience Strategy and Modernization Plan.
The IRS created Web Apps in 2015 to build secure, high-quality online experiences for taxpayers, tax professionals, and related stakeholders. Over the past seven years, Web Apps has successfully delivered 30+ self-service online capabilities to taxpayers and tax professionals, including new capabilities to deliver on legislative mandates and modernized replacements of legacy tools and infrastructure. On July 1, 2019, Congress enacted the Taxpayer First Act (TFA) to amend the Internal Revenue Code of 1986 to codify, expand, and strengthen taxpayer rights and transform the IRS into a more taxpayer-friendly agency by, among other things, developing a comprehensive customer service strategy, more modern technology, and enhanced cybersecurity. The TFA mandates that the IRS prepare strategic plans affecting the agency’s core missions and activities. On January 11, 2021, the IRS sent the Taxpayer First Act Report to Congress; a comprehensive set of recommendations on how the agency can transform the IRS into modern, efficient, and taxpayer-centric centered agency.
The report outlines three (3) overarching strategies:
- Strategy 1: Enhance the taxpayer experience.
- Strategy 2: Enhance the employee experience.
- Strategy 3: Improve operational efficiencies.
Enhance the taxpayer experience The Taxpayer Experience Strategy (TXS) identified the taxpayer experience as the “cornerstone” of the IRS’ mission and goes beyond customer service to solving the problems. TXS encompasses all taxpayer transactions within the IRS; additionally, it crosses services, compliance, and other program areas throughout the lifetime of interactions with the organization …
The Taxpayer Experience Strategy. The strategy identifies various stakeholders that rely on the IRS for information and services. This SOO focuses on individual taxpayers and tax professionals and the areas below to improve the taxpayer experience …
Expanded Online Services: IRS online accounts and services for taxpayers to access their tax information, make changes to their information, and communicate with the IRS online.
- Secure Two-Way Messaging: Give taxpayers the ability to communicate with IRS employees through their online accounts.
- Taxpayer View History: Allow taxpayers to see information about their tax histories (such as refunds, payments received, amounts owed, returns filed, etc.) through their online accounts to ensure transparency and accessibility of records.
- Change Account Information (“Self-Correct Entity”): Allow taxpayers to update contact information and other key details …
Seamless Experience: Provide taxpayers personalized online experience.
- Artificial Intelligence (AI)-Powered Informational Web Chat (Virtual Assistance): Allows for an AI-powered chat bot to attempt to answer questions or direct the taxpayer to helpful information on IRS.gov or to their online account based on a taxpayer’s browsing preferences on IRS.gov. Chat bots will also be able to connect taxpayers to an IRS assistor for a web chat. If the chatbot cannot resolve a taxpayer’s issue, contact routing will guide the taxpayer to live support from an IRS employee …
Focus Strategies for Reaching Underserved Communities:
- Provide online services to underserved communities are not limited to but include: o Translate Forms, Publications and Notices: Support translation of forms and tax information to taxpayers with limited English proficiency. Increase the …
Modernized IRS Operations. Provide services using innovative technologies and processes:
- Taxpayer Experience. The IRS will continue to expand self-service options, improve traditional channels, and provide simplified and proactive services for taxpayers and their representatives …
The base Period of Performance will be (5)-month base and one (9) -month option from date of award.
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