Introduction

The Internal Revenue Service (IRS) is seeking proposals from qualified firms to provide a comprehensive Enterprise Case Management (ECM) solution that will replace multiple legacy systems and streamline business processes. The ECM solution will enable the IRS to manage cases more efficiently, effectively, and securely, while enhancing customer service and compliance. The ECM solution will also support the IRS’s modernization efforts and align with its strategic goals.

Historical Background

The IRS has been using various case management systems for different business units and functions, such as audit, collection, appeals, criminal investigation, and taxpayer advocacy. These systems have different architectures, data models, user interfaces, and security requirements, which create challenges for interoperability, data quality, reporting, and maintenance. Moreover, these systems are outdated and do not meet the current and future needs of the IRS and its customers.

To address these issues, the IRS initiated the ECM program in 2017 to develop a single, enterprise-wide case management solution that will consolidate and standardize case management functions across the IRS. The ECM program has three phases: Phase 1 – Solution Integration Services (SIS), Phase 2 – Solution Development Services (SDS), and Phase 3 – Operations and Maintenance (O&M).

Phase 1 – SIS was awarded in 2019 to Accenture Federal Services LLC for a five-year contract worth $67.6 million. The SIS contractor is responsible for providing the technical infrastructure, platform configuration, data migration, testing, training, and change management for the ECM solution.

Phase 2 – SDS is the current solicitation (ECM8214) that seeks a contractor to provide application development, customization, integration, and deployment services for the ECM solution. The SDS contractor will work closely with the SIS contractor and the IRS to deliver the ECM solution to various business units according to the prioritized roadmap.

Phase 3 – O&M will be a separate solicitation that will seek a contractor to provide ongoing support and maintenance services for the ECM solution after it is fully deployed.

RFP Description

The ECM8214 RFP is a competitive, unrestricted solicitation under the General Services Administration (GSA) Multiple Award Schedule (MAS) 70 – Information Technology (IT) Category. The RFP was released on September 30, 2021 and the proposal due date is November 15, 2021. The RFP consists of three volumes: Volume I – Technical Approach, Volume II – Past Performance, and Volume III – Price.

The RFP requires the offerors to demonstrate their technical capabilities, experience, and understanding of the ECM program objectives, requirements, and challenges. The offerors must also provide a detailed project plan, staffing plan, risk management plan, quality assurance plan, and transition plan for the SDS contract. The offerors must also provide relevant past performance references that showcase their successful delivery of similar projects in terms of size, scope, complexity, and technology.

The RFP states that the SDS contract will be a single-award Indefinite Delivery/Indefinite Quantity (IDIQ) contract with a five-year base period and five one-year option periods. The estimated value of the contract is $1.2 billion. The contract will use Firm-Fixed-Price (FFP) and Time-and-Materials (T&M) task orders to procure the SDS services.

Who Should Participate

The ECM8214 RFP is an excellent opportunity for IT firms that have extensive experience and expertise in developing and implementing large-scale case management solutions for federal agencies or similar organizations. The ideal offeror should have:

  • A proven track record of delivering high-quality case management solutions that meet or exceed customer expectations and requirements
  • A deep understanding of the IRS’s business processes, data sources, security standards, and technical environment
  • A strong team of qualified personnel with relevant certifications, skills, and knowledge
  • A flexible and agile approach to software development that can adapt to changing requirements and priorities
  • A robust quality assurance process that ensures defect-free deliverables
  • A solid risk management process that identifies and mitigates potential issues
  • A smooth transition plan that minimizes disruption and ensures continuity of service

Challenges

The ECM8214 RFP poses several challenges for the potential offerors, such as:

  • Competing with well-established firms that have existing relationships with the IRS or other federal agencies
  • Developing a compelling technical proposal that demonstrates innovation, differentiation, and value proposition
  • Providing competitive pricing that balances cost-effectiveness and profitability
  • Obtaining access to the IRS’s technical environment and data sources for testing and integration purposes
  • Coordinating with the SIS contractor and the IRS stakeholders to ensure alignment and collaboration
  • Complying with the IRS’s stringent security requirements and regulations

Conclusion

The ECM8214 RFP is a rare opportunity for IT firms to participate in a strategic and transformative program that will enhance the IRS’s case management capabilities and customer service. The offerors that can overcome the challenges and deliver a superior proposal will have a high chance of winning the contract and establishing a long-term partnership with the IRS. GDI Consulting is a leading provider of capture and proposal services for government contractors, with a proven track record of winning multi-billion dollar contracts for our clients. We can help you prepare a winning proposal for the ECM8214 RFP by providing the following services:

  • Market assessment and bid-no bid analysis
  • Capture management and strategy development
  • Proposal management and writing
  • Color team reviews and quality assurance
  • Price-to-win analysis and pricing strategy
  • Proposal submission and post-submission support

If you are interested in pursuing the ECM8214 RFP, contact us today at www.gdicwins.com. We will help you win this contract and grow your business.