Customer Experiece Research Services

The contract focuses on acquiring Customer Experience (CX) research services for the IRS, aimed at enhancing taxpayer interactions throughout the tax process. By leveraging CX tools and strategies, the Office of Online Services (OLS) seeks to capture, manage, and analyze taxpayer experiences to develop innovative solutions that enable taxpayers to self-manage their accounts, make payments, request tax deductions, and inquire about refunds. This initiative is designed to support the OLS in delivering effective solutions that improve business practices and help internal stakeholders meet critical missions, ultimately advancing the quality of customer service provided by the IRS. The solicitation, titled "Customer Experience Research Services," was posted on November 16, 2021, under solicitation number 5000122157. It falls under the NAICS code 541519 and is managed by the Department of the Treasury’s Operation Services office, located in Glenarden, Maryland, with the work being performed in Cambridge, Massachusetts. Key points of contact include Courtney D. Seace and Kimberlee Brown, who can be reached for further inquiries. The contract supports ongoing efforts to improve the IRS’s digital experience and the efficiency of taxpayer interactions through informed, data-driven service enhancements.