Electronic Tax Preparation and Transmission Software/Maintenance

The Internal Revenue Service (IRS) is seeking a contractor to provide electronic tax preparation software and support services for volunteer tax preparers. The software should allow tax preparers to complete accurate tax returns and securely transmit the completed tax returns to the IRS and state agencies. The contractor will be required to provide software maintenance, report generation, customer support, help desk support, training for software users, and training materials for IRS use. The contract will have a base period of 12 months, with four option periods of 12 months each. The contractor will be guaranteed an order of 8,500 software licenses during the base period and each option period. Key features of the software include: • Ability to prepare and file individual federal, state, and local income tax returns • Support for multiple states, local, and municipal return preparation capabilities • Ability to e-file federal individual tax returns • Ability to prepare amended returns • Ability to scan/upload images of tax documents • Ability to provide user-generated reports and recurring contractor-generated management reports • Ability to provide ad hoc contractor-generated reporting • Ability to provide help desk assistance and technical problem resolution support The contractor will be required to provide a user guide, online reporting website, and support website. The contractor will also be required to provide weekly management reports during the filing season and monthly management reports during the non-filing season. Some of the key performance requirements include: • 99% availability of the software • 95% of callers receiving successful resolution to their problem on the initial call • 95% of e-mails receiving a response within 1 business day The contractor will be required to provide a quality assurance surveillance plan, which will include monitoring forms, analysis of quality assurance assessment, and reporting. Overall, the contractor will be required to provide a comprehensive solution for electronic tax preparation and transmission software and support services to the IRS.