Notice ID: 2032H5-23-N-00001 Description The IRS is seeking contractor support to define strategic metrics for managing operations of its contact center infrastructure; perform market research and independent verification and validations (IV&Vs); technology demonstrations, support major contact center initiatives, and support the development and management of the CCE Strategic Plan. IT support of IRS’ Contact Center Environment, to include but not limited to, market research, technology demonstrations, engineering, architecture, design of contact center solutions, as well as support to existing IRS Contact Center infrastructure platforms, performing the following activities: Perform Independent Validation and Verification of Contact Center engineering and design quotes and their impact on current and future contact center infrastructure. Strategic Planning, including developing a five-year Strategic Plan for the Contact Center environment. Development of cost models for contact center expansions, moves or changes as well as infrastructure upgrades to assist with contact center budget planning and formulation activities. Perform Independent Validation and Verification of the Contact Center’s security posture in support of annual Federal Information Security Management Act (FISMA) requirements. Perform trending analysis, research and bench marking of Industry Contact Centers as they relate to similar efforts of the IRS or future contact center solutions that will benefit the American taxpayer. Provide modeling and simulation support as it relates to IRS Contact Demand Problem Management – develop metrics, measures, and Standard Operating Procedures (SOPs) for a contact center Problem Management process and assist with implementation of Problem Management process throughout the division. Incident Management – develop metrics, measures, and Standard Operating Procedures (SOPs) for a contact center Incident Management (IM) process and assist with implementation of IM process throughout the division. Portfolio Management – develop processes for the selection, control, and evaluation of Contact Center investments Read more here.