IRS Spends $156.5M on Consulting for International Taxpayer Satisfaction Surveys
Contract Overview
Contract Amount: $156,534 ($156.5K)
Contractor: PCG Enterprises, Inc.
Awarding Agency: Department of the Treasury
Start Date: 2021-08-12
End Date: 2026-06-30
Contract Duration: 1,783 days
Daily Burn Rate: $88/day
Competition Type: FULL AND OPEN COMPETITION
Number of Offers Received: 1
Pricing Type: FIRM FIXED PRICE
Sector: Other
Official Description: LARGE BUSINESS AND INTERNATIONAL (LB&I) INTERNATIONAL INDIVIDUAL COMPLIANCE (IIC) CUSTOMER SATISFACTION SURVEYS
Place of Performance
Location: REDWOOD CITY, SAN MATEO County, CALIFORNIA, 94063
Plain-Language Summary
Department of the Treasury obligated $156,533.9 to PCG ENTERPRISES, INC. for work described as: LARGE BUSINESS AND INTERNATIONAL (LB&I) INTERNATIONAL INDIVIDUAL COMPLIANCE (IIC) CUSTOMER SATISFACTION SURVEYS Key points: 1. Contract awarded to PCG Enterprises, Inc. for administrative management and general management consulting services. 2. Focus on customer satisfaction surveys for the International Individual Compliance program. 3. Contract duration is 1783 days, ending June 30, 2026. 4. The contract was awarded under full and open competition. 5. The benchmark for this contract is 88.
Value Assessment
Rating: good
The contract's value of $156.5 million over nearly five years suggests a significant investment in understanding taxpayer satisfaction. Benchmarking at 88 indicates a potentially favorable pricing structure compared to similar services.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
Awarded through full and open competition, this method likely fostered price discovery and ensured a competitive bidding process. The BPA Call award mechanism suggests a pre-negotiated framework was utilized.
Taxpayer Impact: Taxpayer funds are being utilized for a program aimed at improving IRS services for international individuals, potentially leading to better compliance and service delivery.
Public Impact
Enhances IRS understanding of international taxpayer needs and experiences. Aims to improve compliance through better service and communication. Supports the International Individual Compliance program's strategic goals. Provides valuable data for future IRS policy and program development. Potential for improved taxpayer relations and trust.
Waste & Efficiency Indicators
Waste Risk Score: 88 / 10
Warning Flags
- Potential for scope creep in survey design and analysis.
- Reliance on contractor for sensitive taxpayer data interpretation.
- Ensuring survey methodology accurately reflects diverse international taxpayer segments.
Positive Signals
- Clear objective of improving taxpayer satisfaction.
- Awarded through competitive process.
- Long-term contract allows for sustained focus.
- Focus on a specific, important IRS program.
Sector Analysis
This contract falls under administrative management and general management consulting services, a common area for government outsourcing. The spending benchmark of 88 suggests this contract's value is within a reasonable range for such services.
Small Business Impact
The data indicates that small businesses were not involved in this contract, as the awardee is a large business and the 'sb' field is false.
Oversight & Accountability
The IRS is responsible for overseeing this contract to ensure the quality and accuracy of the customer satisfaction surveys and the resulting analysis. Regular performance reviews and adherence to contract terms are crucial for accountability.
Related Government Programs
- Administrative Management and General Management Consulting Services
- Department of the Treasury Contracting
- Internal Revenue Service Programs
Risk Flags
- Contract value is substantial.
- Long contract duration.
- Focus on sensitive taxpayer data.
- Potential for contractor performance issues.
- Ensuring survey validity across diverse international populations.
Tags
administrative-management-and-general-ma, department-of-the-treasury, ca, bpa-call, 100k-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of the Treasury awarded $156,533.9 to PCG ENTERPRISES, INC.. LARGE BUSINESS AND INTERNATIONAL (LB&I) INTERNATIONAL INDIVIDUAL COMPLIANCE (IIC) CUSTOMER SATISFACTION SURVEYS
Who is the contractor on this award?
The obligated recipient is PCG ENTERPRISES, INC..
Which agency awarded this contract?
Awarding agency: Department of the Treasury (Internal Revenue Service).
What is the total obligated amount?
The obligated amount is $156,533.9.
What is the period of performance?
Start: 2021-08-12. End: 2026-06-30.
What specific metrics will be used to measure the success of these customer satisfaction surveys in improving IRS services?
Success will likely be measured by improvements in key performance indicators related to taxpayer satisfaction scores, reduced inquiry times, increased clarity of communication, and potentially higher voluntary compliance rates among international taxpayers. The IRS will need to establish baseline metrics before the survey implementation and track changes over the contract period.
What are the primary risks associated with relying on a contractor for international taxpayer satisfaction data?
Key risks include potential bias in survey design or data interpretation, data security breaches of sensitive taxpayer information, and a lack of deep institutional knowledge within the contractor regarding IRS operations and legal frameworks. Ensuring robust data privacy protocols and clear communication channels for feedback is essential to mitigate these risks.
How will the insights from these surveys be effectively integrated into IRS operational changes and policy decisions?
Effective integration requires a structured process for analyzing survey data, identifying actionable insights, and presenting findings to relevant IRS departments. This includes establishing cross-functional teams to review recommendations, prioritizing changes based on impact and feasibility, and developing implementation plans with clear timelines and responsible parties.
Industry Classification
NAICS: Professional, Scientific, and Technical Services › Management, Scientific, and Technical Consulting Services › Administrative Management and General Management Consulting Services
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: 1
Pricing Type: FIRM FIXED PRICE (J)
Evaluated Preference: NONE
Contractor Details
Parent Company: PCG Enterprises Inc.
Address: 76 MAPLE AVE, ATHERTON, CA, 94027
Business Categories: Asian Pacific American Owned Business, Category Business, Corporate Entity Not Tax Exempt, Economically Disadvantaged Women Owned Small Business, Minority Owned Business, Self-Certified Small Disadvantaged Business, Small Business, Special Designations, U.S.-Owned Business, Woman Owned Business, Women Owned Small Business
Financial Breakdown
Contract Ceiling: $156,534
Exercised Options: $156,534
Current Obligation: $156,534
Actual Outlays: $134,417
Contract Characteristics
Commercial Item: COMMERCIAL PRODUCTS/SERVICES
Parent Contract
Parent Award PIID: 2032H821A00003
IDV Type: BPA
Timeline
Start Date: 2021-08-12
Current End Date: 2026-06-30
Potential End Date: 2026-06-30 15:00:14
Last Modified: 2026-04-03
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