Treasury's IRS Awards $5.9M for Customer Experience Analytics Consulting to PCG Enterprises
Contract Overview
Contract Amount: $5,933,491 ($5.9M)
Contractor: PCG Enterprises, Inc.
Awarding Agency: Department of the Treasury
Start Date: 2024-09-30
End Date: 2025-09-29
Contract Duration: 364 days
Daily Burn Rate: $16.3K/day
Competition Type: FULL AND OPEN COMPETITION
Number of Offers Received: 3
Pricing Type: FIRM FIXED PRICE
Sector: Other
Official Description: THIS IS A DELIVERY ORDER TO ACQUIRE CUSTOMER EXPERIENCE ANALYTICS CONSULTING SERVICES
Place of Performance
Location: ATHERTON, SAN MATEO County, CALIFORNIA, 94027
Plain-Language Summary
Department of the Treasury obligated $5.9 million to PCG ENTERPRISES, INC. for work described as: THIS IS A DELIVERY ORDER TO ACQUIRE CUSTOMER EXPERIENCE ANALYTICS CONSULTING SERVICES Key points: 1. Spending focuses on administrative management and general management consulting services. 2. PCG Enterprises, Inc. secured the contract under full and open competition. 3. The contract is a delivery order with a firm-fixed price. 4. This award represents a significant investment in understanding taxpayer experience.
Value Assessment
Rating: good
The contract value of $5.9M for a one-year period appears reasonable for specialized analytics consulting. Benchmarking against similar large-scale CX analytics projects would provide further validation.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
The contract was awarded through full and open competition, suggesting a robust price discovery process. This method typically yields competitive pricing by allowing all eligible vendors to bid.
Taxpayer Impact: Taxpayer funds are being used for services aimed at improving customer experience, which could lead to more efficient government interactions and potentially higher compliance in the long run.
Public Impact
Improved taxpayer services through data-driven insights. Potential for more streamlined IRS interactions and communication. Enhanced understanding of taxpayer needs and pain points. Investment in modernizing government service delivery.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Potential for scope creep in analytics projects.
- Ensuring data privacy and security of taxpayer information.
- Measuring the tangible ROI of consulting services.
Positive Signals
- Focus on improving taxpayer experience.
- Awarded via full and open competition.
- Clear contract duration and fixed pricing.
Sector Analysis
The consulting sector, particularly in analytics and customer experience, is experiencing significant growth. Government agencies are increasingly leveraging these services to modernize operations and improve citizen engagement. Benchmarks for similar analytics consulting contracts vary widely based on scope and duration.
Small Business Impact
The contract was awarded to PCG Enterprises, Inc. and there is no indication that small businesses were involved as subcontractors or partners in this specific award. Further analysis would be needed to determine if small business participation was a consideration.
Oversight & Accountability
The IRS, as part of the Department of the Treasury, is subject to various oversight mechanisms. The use of firm-fixed-price contracts and full and open competition are positive indicators of accountability. However, ongoing performance monitoring is crucial.
Related Government Programs
- Administrative Management and General Management Consulting Services
- Department of the Treasury Contracting
- Internal Revenue Service Programs
Risk Flags
- Potential for vendor lock-in.
- Data privacy and security concerns.
- Measuring the ROI of consulting services.
- Ensuring actionable insights are implemented effectively.
Tags
administrative-management-and-general-ma, department-of-the-treasury, ca, delivery-order, 1m-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of the Treasury awarded $5.9 million to PCG ENTERPRISES, INC.. THIS IS A DELIVERY ORDER TO ACQUIRE CUSTOMER EXPERIENCE ANALYTICS CONSULTING SERVICES
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 $5.9 million.
What is the period of performance?
Start: 2024-09-30. End: 2025-09-29.
What specific metrics will be used to measure the success of the customer experience analytics consulting services?
Success metrics should align with the contract's objectives, focusing on measurable improvements in taxpayer satisfaction scores, reduction in call wait times, increased online self-service adoption, and identification of key friction points in taxpayer journeys. The IRS should define clear KPIs with PCG Enterprises, Inc. to ensure accountability and demonstrate value.
What are the primary risks associated with this contract, and how are they being mitigated?
Key risks include the potential for vendor lock-in, data security breaches, and the inability to translate analytics into actionable improvements. Mitigation strategies should involve robust data governance, clear security protocols, regular performance reviews, and ensuring the contract allows for flexibility to adapt findings into practical solutions.
How will the insights gained from this contract contribute to long-term efficiency and cost savings for the IRS?
The insights are expected to drive efficiency by identifying areas for process automation, optimizing resource allocation, and reducing taxpayer errors or confusion. Long-term cost savings can be realized through improved self-service options, reduced need for manual intervention, and a more proactive approach to addressing taxpayer issues before they escalate.
Industry Classification
NAICS: Professional, Scientific, and Technical Services › Management, Scientific, and Technical Consulting Services › Administrative Management and General Management Consulting Services
Product/Service Code: SPECIAL STUDIES/ANALYSIS, NOT R&D › SPECIAL STUDIES - NOT R and D
Competition & Pricing
Extent Competed: FULL AND OPEN COMPETITION
Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY
Offers Received: 3
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: $15,329,409
Exercised Options: $15,329,409
Current Obligation: $5,933,491
Actual Outlays: $3,914,981
Contract Characteristics
Commercial Item: COMMERCIAL PRODUCTS/SERVICES
Cost or Pricing Data: YES
Parent Contract
Parent Award PIID: GS00F318GA
IDV Type: FSS
Timeline
Start Date: 2024-09-30
Current End Date: 2025-09-29
Potential End Date: 2029-09-29 13:19:43
Last Modified: 2026-03-11
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