June 19, 1992
IRS Awards Telephone Equipment Contract
WASHINGTON - The Internal Revenue Service today awarded a
contract to Aspect Telecommunications Corporation, of San Jose
Calif., to replace equipment used to route the large volume of
telephone calls into IRS taxpayer service and automated collection
Under terms of the ten-year contract, IRS is committed to
acquire 14 automatic call distributor (ACD) systems and has the
option to acquire up to 79. The value of the contract with all
options exercised is estimated at $71 million. The contract also
provides maintenance and support services.
Each year over 40 million telephone calls to IRS are routed
through ACD equipment. IRS currently uses 28 ACD systems located in
various IRS offices nationwide to connect IRS taxpayer service
representatives with taxpayers who call IRS with questions about tax
law or their tax accounts.
Another 21 systems are used by IRS collection employees who
work with taxpayers to resolve late tax payment cases. IRS also uses
ACD systems at its forms ordering centers to handle taxpayers'
telephone requests for forms and tax publications.
IRS has used call distributor systems for over 15 years to
provide quick answering service to the public. These systems handle
calls that come into IRS over toll-free telephone lines. The ACD
systems route incoming calls to the first available IRS
representative. The systems also maintain management information
about the frequency and duration of calls so that IRS can analyze
and improve its service to the public.
The contract with Aspect Telecommunications will allow IRS to
replace existing systems, as needed, due to normal aging and wear.
The contract will also allow IRS to acquire more ACD systems for
additional public contact applications that may develop over the
next ten years.
Previous | Next
1992 IRS News Releases | News Releases Main | Home