Treasury's IRS Spends $449K on Customer Experience Surveys via Full and Open Competition
Contract Overview
Contract Amount: $449,343 ($449.3K)
Contractor: Fors Marsh Group LLC
Awarding Agency: Department of the Treasury
Start Date: 2021-09-17
End Date: 2025-09-16
Contract Duration: 1,460 days
Daily Burn Rate: $308/day
Competition Type: FULL AND OPEN COMPETITION
Number of Offers Received: 2
Pricing Type: FIRM FIXED PRICE
Sector: Other
Official Description: WAGE & INVESTMENT (W&I) CUSTOMER ACCOUNTS SERVICES (CAS) APPOINTMENT LINE & FOLLOW-UP CUSTOMER EXPERIENCE SURVEYS
Place of Performance
Location: ARLINGTON, ARLINGTON County, VIRGINIA, 22201
State: Virginia Government Spending
Plain-Language Summary
Department of the Treasury obligated $449,343.21 to FORS MARSH GROUP LLC for work described as: WAGE & INVESTMENT (W&I) CUSTOMER ACCOUNTS SERVICES (CAS) APPOINTMENT LINE & FOLLOW-UP CUSTOMER EXPERIENCE SURVEYS Key points: 1. The contract focuses on customer experience surveys for IRS appointment lines. 2. Fors Marsh Group LLC is the awardee under a BPA Call. 3. The contract was awarded through full and open competition. 4. The total value is $449,343.21 over two years. 5. The sector is primarily marketing research and public opinion polling.
Value Assessment
Rating: good
The contract value of $449,343.21 for two years appears reasonable for specialized customer experience surveying services. Benchmarking against similar government contracts for market research and opinion polling suggests this pricing is within expected ranges.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
The contract was awarded using full and open competition, indicating a robust price discovery process. This method allows multiple vendors to bid, driving competitive pricing and ensuring the government receives best value.
Taxpayer Impact: The use of full and open competition is taxpayer-friendly, as it promotes efficiency and cost-effectiveness in government spending.
Public Impact
Improved understanding of taxpayer interactions with IRS customer service. Data gathered can inform service enhancements and operational efficiencies. Potential for better resource allocation based on customer feedback. Supports the IRS's mission to assist taxpayers.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Positive Signals
- Full and open competition utilized
- Clear contract duration and value
- Focus on customer experience improvement
Sector Analysis
This contract falls within the Marketing Research and Public Opinion Polling sector (NAICS 541910). Spending in this sector supports government agencies in understanding public sentiment and improving service delivery.
Small Business Impact
The data indicates this contract was not set aside for small businesses and was awarded via a BPA Call, suggesting larger prime contractors may be involved. Further analysis would be needed to determine small business participation through subcontracting.
Oversight & Accountability
The contract was awarded under a Blanket Purchase Agreement (BPA) Call, which typically has established oversight mechanisms. The IRS's internal audit and program management functions would oversee performance and adherence to contract terms.
Related Government Programs
- Marketing Research and Public Opinion Polling
- Department of the Treasury Contracting
- Internal Revenue Service Programs
Tags
marketing-research-and-public-opinion-po, department-of-the-treasury, va, bpa-call, 100k-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of the Treasury awarded $449,343.21 to FORS MARSH GROUP LLC. WAGE & INVESTMENT (W&I) CUSTOMER ACCOUNTS SERVICES (CAS) APPOINTMENT LINE & FOLLOW-UP CUSTOMER EXPERIENCE SURVEYS
Who is the contractor on this award?
The obligated recipient is FORS MARSH GROUP LLC.
Which agency awarded this contract?
Awarding agency: Department of the Treasury (Internal Revenue Service).
What is the total obligated amount?
The obligated amount is $449,343.21.
What is the period of performance?
Start: 2021-09-17. End: 2025-09-16.
What specific metrics will be used to measure the success of these customer experience surveys?
Success metrics likely include survey response rates, the quality and depth of feedback gathered, and the actionable insights derived from the data. The IRS will probably assess how well the survey results align with their objectives for improving customer service, such as identifying pain points in the appointment line process and measuring overall taxpayer satisfaction.
How will the data from these surveys be integrated into actionable improvements for the IRS customer service?
The survey data will likely be analyzed by IRS program managers and potentially Fors Marsh Group to identify trends, common issues, and areas for enhancement in the appointment line and follow-up processes. These insights will inform training programs for customer service representatives, adjustments to IVR systems, and modifications to service protocols to better meet taxpayer needs.
What is the potential long-term impact of these surveys on IRS operational efficiency and taxpayer satisfaction?
The long-term impact could be significant. By systematically gathering and acting upon taxpayer feedback, the IRS can refine its customer service operations, leading to reduced wait times, more effective problem resolution, and an overall improved taxpayer experience. This can foster greater compliance and trust in the tax system, ultimately enhancing operational efficiency.
Industry Classification
NAICS: Professional, Scientific, and Technical Services › Other Professional, Scientific, and Technical Services › Marketing Research and Public Opinion Polling
Product/Service Code: SUPPORT SVCS (PROF, ADMIN, MGMT) › PROFESSIONAL SERVICES
Competition & Pricing
Extent Competed: FULL AND OPEN COMPETITION
Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY
Offers Received: 2
Pricing Type: FIRM FIXED PRICE (J)
Evaluated Preference: NONE
Contractor Details
Address: 4250 FAIRFAX DR, ARLINGTON, VA, 22203
Business Categories: Category Business, Corporate Entity Not Tax Exempt, Limited Liability Corporation, Not Designated a Small Business, Special Designations, U.S.-Owned Business
Financial Breakdown
Contract Ceiling: $533,763
Exercised Options: $449,343
Current Obligation: $449,343
Actual Outlays: $408,729
Contract Characteristics
Commercial Item: COMMERCIAL PRODUCTS/SERVICES
Parent Contract
Parent Award PIID: 2032H821A00001
IDV Type: BPA
Timeline
Start Date: 2021-09-17
Current End Date: 2025-09-16
Potential End Date: 2026-09-16 14:43:57
Last Modified: 2026-04-02
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