The US Department of Treasury, Internal Revenue Service has a requirement for the IRS Contact Center Enterprise Infrastructure Software and Solutions (CCEISS) project.

The IRS operates one of the largest contact centers in the world to assist taxpayers with taxrelated problems and questions. The IRS Contact Center consists of over 30,000 agents operating out of 33 Contact Center sites and 17 Small Remote Centers (SRCs) located throughout the continental United States and Puerto Rico. The Contact Center Support Division (CCSD) manages and operates the CCITI that supports these IRS Contact Centers sites and SRCs.

The IRS has a large and complex contact center Information Technology (IT) infrastructure in which all calls are centrally managed and routed using a Cisco-based solution deployed at IRS data centers in Martinsburg, West Virginia (WV), Memphis, Tennessee (TN), and Ogden, Utah (UT). This infrastructure is jointly managed and operated by the CCSD and various support contractors. This IRS CCEISS Contract seeks to maintain continuity of support services.

CCEISS Objectives/Scope

The IRS key objectives for the CCEISS acquisition are:

• To support, manage, operate, and maintain the IRS CCITI.

• To be responsive to business and legal mandates which may impact the services, components, or capacity of the CCITI.

• To respond to technological changes which may impact the CCITI.

• To support changes to the CCITI as the CCE environment transitions to planned future states.

• Maintain and improve the quality of services provided to IRS end-users and taxpayers.

• Maintain and improve the performance and functionality of contact center services.

• Ensure contact center agents, supervisors, and other end-users are well trained in the use of any technology upgrades or enhancements deployed within the scope of this acquisition.

• Ensure that IRS system administration and operational staff are adequately trained to manage, operate, administer, and support any CCITI component deployed under the scope of this acquisition.

• Ensure complete and accurate documentation is maintained that reflects the “as built” implementation of any CCITI changes, upgrades, and functionality deployed.

• Achieve a smooth transition, from the current service provider to the new service provider, that maintains continuity and quality of services, and system security is not compromised.

The scope of the CCEISS Contract includes the acquisition of:

• Operations support services to assist CCSD Operations to operate, administer, and manage the CCITI.

• Maintenance for the CCITI non-Cisco hardware.

• Maintenance and support for CCITI software applications and operations support software tools.

• Software and Software as a Service (SaaS) licensing, and software upgrades to replace or expand capacity and functionality of the CCITI.

• Hardware products to replace CCITI components as they age and/or become out of Original Equipment Manufacturer (OEM) support.

• Hardware products/parts to expand the capacity of the CCITI to keep up with growth demands.

• Engineering, development, and deployment support services to upgrade the CCITI components, enhance functionality, or effect changes resulting from the evolution of the IRS contact center architecture.

• Engineering and deployment support services to support integration with upgrades to external systems or services that interface with the CCITI, and integration with any components that may be deployed that would need to interface with the CCITI.

• Training for products and solutions supplied within the scope of this acquisition