Enterprise Case Management - Informational Posting

The Internal Revenue Service (IRS) Office of the Chief Procurement Officer (CPO) appreciates the importance of a productive relationship with the industry partners that ultimately help it accomplish its mission. The foundation of the relationship is transparency and opportunities for open communication. The IRS also acknowledges that the more time and information it makes available to industry when performing market research, the more we expand the competitive landscape. The purpose of this posting is to relay the IRS's current intent to provide information to, and engage with, industry regarding a potential requirement for Enterprise Case Management (ECM) solutions. The IRS currently has numerous case management and account management applications that are tailored to support various taxpayer needs and specific IRS program offices. The IRS envisions standardizing ECM processes to minimize and modernize case management systems and infrastructure. This approach will address the complexities of IRS technical environments, enable seamless access to standardized automated case management services through authorized data access, and empower employees to rapidly resolve cases, providing top quality service to taxpayers and upholding the fair administration of tax law. To support this vision, the IRS will be gathering information from its industry partners and other entities to identify best practices, lessons learned, and the correlation of current IRS business processes to commercial-off-the-shelf (COTS) capabilities. Therefore, the IRS currently plans to issue a Request for Information (RFI) in the next two to four weeks that will provide additional information regarding the IRS's overarching goals and design principles for ECM. The RFI will also request input from industry regarding the capabilities of current COTS solutions relative to the IRS's overarching goals, and the fundamental operating requirements of the IRS enterprise architecture. It is likely that the IRS will go through multiple - cycles' of informational postings and RFIs, with the ultimate goal of better understanding current market offerings, and the factors which affect risk and costs associated with those offerings. Based on information provided and gathered, the IRS may perform additional market research with a sub-set of the respondents. In the interest of transparency, the IRS will continue to provide information to industry via FBO, including the number of RFI responses, general (i.e., not specific to a particular firm) trends that are apparent to the IRS, and the questions posed and information gathered during in-person sessions. The IRS is not requesting any information from industry in response to this posting, and it is important to note that the information provided may change, or be replaced in its entirety.