Treasury's IRS awards $1.3M for customer service bot and live chat support
Contract Overview
Contract Amount: $1,308,984 ($1.3M)
Contractor: Makpar Corporation
Awarding Agency: Department of the Treasury
Start Date: 2023-09-30
End Date: 2025-09-29
Sector: IT
Official Description: THIS IS A DELIVERY ORDER FOR PROVIDE SUPPORT AND SERVICES UTILIZING THE CUSTOMER SERVICE SUPPORT (CSS) BOT AND LIVE CHAT IMPLEMENTATION IN THE CONVERSATIONAL VOICE PROJECT.
Plain-Language Summary
Department of the Treasury obligated $1.3 million to MAKPAR CORPORATION for work described as: THIS IS A DELIVERY ORDER FOR PROVIDE SUPPORT AND SERVICES UTILIZING THE CUSTOMER SERVICE SUPPORT (CSS) BOT AND LIVE CHAT IMPLEMENTATION IN THE CONVERSATIONAL VOICE PROJECT. Key points: 1. Contract aims to enhance taxpayer interaction through AI-powered customer service. 2. MAKPAR CORPORATION secures a delivery order for conversational voice project. 3. Potential for improved service efficiency and accessibility for IRS users. 4. Focus on modernizing communication channels for a large federal agency.
Value Assessment
Rating: good
The award amount of $1.3M for a two-year period suggests a focused investment in a specific technological solution. The value appears reasonable for implementing and supporting a customer service bot and live chat system.
Cost Per Unit: N/A
Competition Analysis
Competition Level: unknown
The specific contract vehicle used for this delivery order is not detailed, making it difficult to assess the level of competition. Further information would be needed to determine if full and open competition was utilized.
Taxpayer Impact: Taxpayer funds are being used to improve the efficiency and accessibility of IRS customer service channels.
Public Impact
Taxpayers may experience faster response times for common inquiries. Improved access to support through digital channels like chatbots and live chat. Potential for 24/7 availability of basic support services.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Ensuring the bot and live chat effectively handle complex queries.
- Data privacy and security of taxpayer information within the new system.
- Integration challenges with existing IRS systems and workflows.
Positive Signals
- Modernization of taxpayer service delivery.
- Potential for significant cost savings in call center operations.
- Enhanced user experience through readily available support.
Sector Analysis
This contract falls within the IT services sector, specifically focusing on customer relationship management and artificial intelligence solutions for a government agency.
Small Business Impact
There is no indication from the provided data whether small businesses were involved or if any set-aside provisions were applied to this delivery order.
Oversight & Accountability
Oversight will likely focus on the successful implementation and performance of the CSS bot and live chat, ensuring it meets the IRS's service level agreements and taxpayer needs.
Related Government Programs
- Customer Service Support (CSS) Bot
- Live Chat Implementation
- Conversational Voice Project
Risk Flags
- Technology implementation risk
- Data security risk
- User adoption risk
Tags
irs, customer-service, chatbot, live-chat, conversational-ai, it-services, delivery-order, treasury, taxpayer-support
Frequently Asked Questions
What is this federal contract paying for?
Department of the Treasury awarded $1.3 million to MAKPAR CORPORATION. THIS IS A DELIVERY ORDER FOR PROVIDE SUPPORT AND SERVICES UTILIZING THE CUSTOMER SERVICE SUPPORT (CSS) BOT AND LIVE CHAT IMPLEMENTATION IN THE CONVERSATIONAL VOICE PROJECT.
Who is the contractor on this award?
The obligated recipient is MAKPAR CORPORATION.
Which agency awarded this contract?
Awarding agency: Department of the Treasury (Internal Revenue Service).
What is the total obligated amount?
The obligated amount is $1.3 million.
What is the period of performance?
Start: 2023-09-30. End: 2025-09-29.
Analysis insight 1
The contract's success will hinge on the bot's ability to accurately interpret and respond to a wide range of taxpayer questions.
Analysis insight 2
Measuring the impact on call volume reduction and taxpayer satisfaction will be key performance indicators.
Analysis insight 3
The integration of this technology with existing IRS infrastructure requires careful planning and execution.