# CONTACT CENTER SUPPORT DIVISION (CCSD) SUPPPORT

Canonical: https://abierto.us/opportunities/ccsd1736378

- Solicitation number: CCSD1736378
- Notice type: Sources sought
- Status: Closed. Deadline was January 30, 2025 at 10:00 AM EST
- Department: Department of the Treasury
- Agency: Internal Revenue Service
- Contracting office: IT Operations (205AE9)
- NAICS: 541611 Administrative Management and General Management Consulting Services
- Product or service code: DF01 Support services for IT Management to include Enterprise Architecture (EA), Financial Management, and Strategic Planning. EA includes services supporting business, information, application and technical architecture to drive standardization, integration and efficiency among business technology solutions. Financial Management includes services involved in the planning, budgeting, spend management and chargeback of IT expenditures and the costing of IT products and services. IT Management and Strategic Planning include senior professional and administrative support services facilitating centralized IT strategy and planning.
- Place of performance: New Carrollton, Maryland
- County: Prince George's County (FIPS 24033). https://abierto.us/counties/prince-george-s-county-md-24033
- City: New Carrollton. https://abierto.us/cities/new-carrollton-md-2455400
- First posted: December 11, 2024
- Last posted: January 23, 2025
- SAM.gov: https://sam.gov/workspace/contract/opp/9f504fb455144a73b10f4fea8f1eaf40/view

## Description

This Source Sought Notice to respond is being extended to 1/30/2025. Due to discrepancy in the Source of Sought Notice, the Technical Capabilities section has been updated. Attached is an updated Source of Sought Notice. All other information that is written in the Source Sought Notice Remains the same. The Internal Revenue Service (IRS) seeks to identify potential vendors with the skills and capabilities necessary to perform the requirements outlined in the attached draft PWS.

The IRS is looking to identify small businesses.

The Contact Center Support Division (CCSD) has a need for Contractor support with expertise in the areas of Cisco's Intelligent Call Manager (ICM) Call Routing and Scripting, Domain Management and Support, Contact Center Commercial Off-the Shelf (COTS) support, Server Administration, System monitoring support, Operations of intra-day support, Engineering, Architecture design, Portfolio/Project Management, release schedule management and quantitative and qualitative analytical support for its Enterprise solution to route calls to a multi call site virtual contact center.

These requirements align and support the overall Internal Revenue Service (IRS) contact center mission and service objectives. Attached is Drafted Performance Works Statement and Source of Sought Notice for Submission Information.

## Publications

- December 11, 2024: Sources sought, due January 7, 2025 at 10:00 AM EST. Notice 08ea8154ba274870ad699f334fdcaa3e. https://sam.gov/workspace/contract/opp/08ea8154ba274870ad699f334fdcaa3e/view
- January 6, 2025: Sources sought, due January 15, 2025 at 10:00 AM EST. Notice 4a4d681629704bd78a5329f56c01289f. https://sam.gov/workspace/contract/opp/4a4d681629704bd78a5329f56c01289f/view
- January 23, 2025: Sources sought, due January 30, 2025 at 10:00 AM EST. Notice 9f504fb455144a73b10f4fea8f1eaf40. https://sam.gov/workspace/contract/opp/9f504fb455144a73b10f4fea8f1eaf40/view

## Points of contact

- Kayla Dicks, kayla.j.dicks@irs.gov

---
Source: SAM.gov Contract Opportunities bulk extract. Confirm deadlines on SAM.gov before responding. Cite https://abierto.us/opportunities/ccsd1736378.