Treasury RFI: OLS CX Survey Tool

Notice ID: 2021-IRS_OLS

“The Office of Online Services’(OLS) objective is to improve the taxpayer experience and bring best practices from both the public and the private sectors to achieve top results. OLS oversees the content for IRS.gov and works with its partners across the Service to publish, promote and update site information. IRS.gov communicates information from every IRS business unit directly to the taxpayer. The site hosts over 150,000 webpages, publications and other content items. It provides access to over 100 tools, web applications and services for taxpayers, business, charities, and tax professionals. This includes nearly 20,000 HTML-generated content items. OLS currently utilizes a survey tool on IRS.gov to access taxpayer satisfaction, measure website performance and improve the Customer Experience (CX).”

“OLS is seeking information on a FEDRAMP compliant Customer Feedback Management (CFM) cloud-based solution. The solution shall include customer satisfaction survey capabilities and text analytics technology in an omnichannel environment for a cloud-based survey collection of data. This RFI is intended to help OLS assess and identify latest technology innovations and best practices, including building, deploying, customization, tools, architectural, application, security, and governance considerations. OLS is looking for a solution that addresses four overarching goals:

  1. Reduce the manual transitioning of data or report creation
  2. Robust access to real time data analysis
  3. Maximize the ease of interface with other IRS systems
  4. Text Analysis”

Read more here.

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