The Internal Revenue Service’s (IRS) Office of Online Services (OLS) is looking for a FedRAMP compliant Customer Feedback Management (CFM) cloud-based solution.

OLS, which is tasked with bringing best practices from the public and private sectors to improve the taxpayer experience with the IRS, currently uses a survey tool on to measure taxpayer satisfaction and website performance, and to improve the customer experience (CX).

In a request for information (RFI), the IRS said it needs the new solution because “taxpayer behaviors are continuously changing” and the IRS “must proactively adapt to identify emerging taxpayer needs, introduce online opportunities, implement strategies to capture lost revenue, and increase taxpayer compliance.”

The eventual solution needs to include customer satisfaction survey capabilities and text analytics technology in an omnichannel environment for a cloud-based survey collection of data. OLS said the RFI is intended to help it assess and identify the latest technology innovations and best practices, including building, deploying, customization, tools, architectural, application, security, and governance considerations.

OLS identified four overarching goals for the solution:

  • Reduce the manual transitioning of data or report creation;
  • Robust access to real-time data analysis;
  • Maximize the ease of interface with other IRS systems; and
  • Text Analysis.

The RFI said respondents needed to provide a rough order of magnitude (ROM) for the potential CFM solution. The ROM should outline a pricing model that includes all the technical capabilities proposed, as well as consultative features that are included with the survey tool. OLS said the ROM should be defined as one of the following:

  • Less than $1M;
  • Between $1M and $5M; or
  • More than $5M.

In their submission, respondents are asked to describe:

  • How the secure data storage securities, encrypted data transmission, and privacy policies comply with Federal standards.
  • How the respondent manages and disposes of records.
  • The respondent’s ability to comply with federal accessibility guidelines.
  • How Personally Identifiable Information (PII) is collected, handled, and discarded.
  • If restrictions exist on the number of surveys that can be created.
  • Surveys as it relates to mobile application platforms.
  • The estimated timeline to design, develop, test, and deploy your proposed solution.
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Kate Polit
Kate Polit
Kate Polit is MeriTalk's Assistant Copy & Production Editor covering the intersection of government and technology.