CVP Demand Maintenance Support

Bureau Name: Internal Revenue Service Bureau POC/Tel #: Tametha Morrow 202-283-1244 Date Submitted: 09/03/2009 Data must match that shown on the ARRA Procurement Data Spreadsheet (MAX). Description of Requirement: EN-Expanded CVP Licensing to cover Increased Demand & Maintenance Scheduled Date for Release of Information (contingent on approval): Synopsis for Posting and Approval was sent to Treasury on 07/08/09. Transaction Type: (X appropriate category) New Contract /__/ Modification to Existing Contract /__/ If marked, Contract #: Task or Delivery Order to Existing Contract /_X_/ If marked, Contract #: TIRNO-04-Z-00007 Modification to Existing Task or Delivery Order /__/ If marked, TO/DO and Contract # Was existing contract or order awarded by your bureau/organization? Yes / X__/ No /__/ If no, identify awarding organization: Estimated Cost of ARRA Transaction: $1,409,000 ($519,000 base plus $890,000 option) Original $ Value of Base Contract/Task or Del Order, if applicable: $ Current $ Value of Base Contract/Task or Del Order, if applicable: $ * BPA estimate: $150,000,000 - Obligations to date $102,915,895 If action is against existing contract or order, has ARRA requirement been determined within scope in accordance with bureau procedures? Yes /_X_/ No /__/ If no, please explain: Competition: Yes /_x_/ No /__/ If no, provide narrative summary of justification for non-competitive action. Include any plan to use competition for subsequent requirement(s): This order was issued against the Internal Revenue Service's Enterprise Remote Access Project (ERAP) BPA which was competed in accordance with FAR 8.4 and established under the AT&T's General Service Administration (GSA) Federal Supply Schedule (FSS) contract number GS-35F-0249J and therefore is considered competitive. Firm Fixed Price (FFP): Yes /_X_/ No /__/ If no, provide narrative summary of justification for non-FFP action. Include any plan to use FFP for subsequent requirement(s): Small Business Participation: Yes /__/ No / X_/ Prior coordination with the Treasury OSDBU? Yes/__/ No /_X_/ If no, provide narrative summary of justification of why procurement will not include small business participation: This is a Task Order issued under a Competitive awarded BPA No. TIRNO-04-Z-00007; Note that consideration was given to small businesses during the initial issuance of the BPA through the IRS Small Business Specialist in FY 2004. Task orders against existing BPAs do not require additional reviews by the Small Business Specialist. Since this is the modification of an existing task order against the previously competed BPA, no additional review is required. Additional Information: This request is for approval of procurement strategy and requests the opportunity to post the presolicitation notice provided to and modified by OPE in early July. The synopsis information is provided below. This notice will be for a base award of 6 months with a one year option period to extend the same licensing/maintenance requirements. Instead of doing this as 2 separate actions, we are including the 2009 and 2010 requirements in the same task order. These are 2 separate lines on our ARRA Procurement Plan. The 2009 requirement is for $519,000 and the 2010 requirement is for $890,000 for a total of $1,409,000. The information contained in the synopsis in red are the requested changes from OPE. Synopsis: - Presoliciation Notice In compliance with the transparency and accountability requirements associated with the supplemental appropriations provided by the American Recovery and Re-investment Act of 2009 Pub.L. 111-5, the Government posts this notice of request for quotation TIRNO-09-Q-00163 to purchase monthly maintenance for the Intelligent Call Manager (ICM) / Customer Voice Portal (CVP) systems against Blanket Purchase Agreement (BPA) number TIRNO-04-Z-00007 with AT&T, a large business, which provides for the upgrade of the Intelligent Contact Manager (ICM) and Customer Voice Portal (CVP) architectures. This requirement is to purchase maintenance of the telephone call routing systems at the IRS Call Centers. The Intelligent Contact Manager (ICM) is a sub-segment of the Contact-Call Centers that provides skill-status based call routing between multiple IRS Call Centers. It monitors real-time status and availability of Automated Call Distributors (ACD), Voice Response Units (VRU) and Agents (Customer Service / Collection Representatives) at more than 25 Call Centers. Such real-time call management is performed based on a dedicated ICM server-network infrastructure, which is comprised of central ICM servers (at two locations: prime Martinsburg Computing Center (MCC) and backup Tennessee Computing Center (TCC)) and peripheral ICM servers at the call centers). The Customer Voice Portal (CVP) is a web-based platform that provides for Prompt/Collect, Queuing, and Call Control services for contact centers and self-service Interactive Voice Response (IVR) applications. The IRS call center and Intelligent Contact Manager (ICM)/Customer Voice Portal (CVP) environment is not static, and numerous changes may be made throughout each year. The Contractor must be capable of responding quickly to task order requirements and providing responsive, timely services to ensure program success. THIS NOTICE IS PROVIDED FOR INFORMATION PURPOSES ONLY. THIS OPPORTUNITY WAS AVAILABLE ONLY TO AT & T Corporation. A task order will be placed against a competitively awarded General Services Administration (GSA), Federal Supply Schedule (FSS) Blanket Purchase Agreement (BPA) under the authority of FAR Subpart 8.4. The IRS requires maintenance support for the intelligent Contact Manager (ICM) and the Customer Voice Portal (CVP). The critical nature of this work requires individuals that have the specialize knowledge of the IRS Contact Center Environment (CCE).