Chatbot AI Powered - Taxation External Facing Intelligent Agent

Background
The Ohio Department of Taxation (ODT) aims to enhance its digital services for taxpayers by implementing an AI-powered chatbot on tax.ohio.gov. This initiative is designed to improve the taxpayer experience for both individuals and businesses, addressing current challenges in accessing timely information and assistance. The RFP seeks a qualified vendor to design and integrate this intelligent agent into the existing website, ensuring secure, efficient, and user-focused engagement.

Work Details
The contractor will provide a Natural Language powered Intelligent Agent that includes:

1. Requirement Gathering: Conduct stakeholder meetings, confirm functional and security requirements, and define success metrics.

2. System Design & Architecture: Develop system architecture and create UX/UI for the website.

3. Application Development: The chatbot must answer common inquiries such as filing requirements, registration processes, and contact information for assistance. It should also include chat reporting features like summaries, audit trails, transcript capabilities, customer surveys at the end of sessions, and customized branding.

4. Integration: Support integration with internal systems through APIs and ensure omni-channel support (live chat, call, text, email).

5. Testing: Conduct unit, integration, performance testing including ADA compliance.

6. Training: Provide IT manuals and training sessions for users.

7. Maintenance & Support: Offer technical support for six months post-launch.

8. Accessibility: Ensure compliance with WCAG 2.1 Level AA standards.

Period of Performance
The project is expected to begin on May 1st, 2026 and run until June 30th, 2026.

Place of Performance
The services will be performed primarily at the Ohio Department of Taxation's facilities or remotely as required by the project specifications.

Bidder Requirements
Offerors must have experience in similar projects with references provided in their submission. They must also complete specific certification forms indicating compliance with state regulations regarding taxes and subcontracting policies.