The scope of work involves database and software development, operations monitoring, project management and administration, and workforce planning and staffing management.
Chamblee, GA – Wisemen Multimedia LLC (Wisemen) today announced that it was awarded a 5-year $33 million GSA contract for providing IT support to the IRS Wage and Investment (W&I) Division’s Joint Operations Center (JOC) program.
JOC provides worldclass service, support, and technology for operating divisions and functional organizations across the IRS to achieve desired level of service (LOS) for all telephone, correspondence, and electronic media inquiries within agreed resources and staffing parameters. In concert with this, JOC must respond quickly to Congressional and IRS Commissioner-level mandates that impact taxpayer experience.
Wisemen will augment existing JOC Systems support staff in areas of operations and maintenance for all IRS systems and contact center applications, including monitoring service and support of the applications, analytical support of data, project management, text-to-speech, workforce management and scheduling, business management, process and organizational engineering, and industry research for contact center solutions as they relate to similar efforts of the IRS. The scope of work includes providing support for the Enterprise Telephone Data Warehouse (ETD-1), Organization, Function, and Program Code (OFP) application, cybersecurity, vulnerability assessments and remediation, and systems modernization.