1.2.2_70FA3125R00000009_ESD RFI.pdf

Federal Emergency Management Agency Washington, DC 20472

Response Instructions: All interested vendors shall reply to this Request for Information (RFI) answering the questions below in 24 pages or less, utilizing normal margins, size 12 Times New Roman font, and single spacing. All submissions shall be in PDF format with a cover page, which does not count against the page count, containing the following information:

Vendor Name, Vendor UEI, Point of Contact, Vendor NAICS Code and PSC code, Vendor Indefinite Delivery Vehicle/Multiple Award Schedule number and Vendor mailing address.

Additionally, a capability statement, no longer than 5 pages, can be submitted along with answers to the below questions. Responses shall be sent to Ross Wakeman (ross.wakeman@fema.dhs.gov) no later than 2p ET on Monday, 6/23/2025.

No phone calls will be accepting regarding this RFI. All Inquiries and responses must be submitted in writing. The Government is not responsible for any costs incurred by contractors in the preparation or submission of responses to this RFI.

The Federal Emergency Management Agency’s (FEMA) Office of the Chief Information Officer (OCIO) Enterprise Service Desk (ESD) is a Human Centered Tier 1 Information Technology (IT) Service Desk which serves at the entry point for all FEMA Employees experiencing IT related issues or submitting IT related requests. The ESD is looking to utilize artificial intelligence (AI) to enhance FEMA’s toolset in continuing to provide an excellent customer experience through automation and AI learning capabilities.

ESD has the following enhancement goals:

AI Tools –

• Smarter Chatbot with improved language learning to assist customers in finding knowledge for self-resolutions or which catalog requests to submit.

• Language learning to assist in knowledge based capturing information, which populates historic data for future customer assistance while troubleshooting.

o Currently FEMA’s ServiceNow is limited to what is provided in the Summary of the ticket.

Automation/System Enhancements -

• Ticket management – automate ticket categories, priority, and routing

• Integration with other Tools. Ex: FEMA’s ServiceNow chat integration with MS Teams to allow easier access to reach an ESD technician for assistance.

• Integrate monitoring tools within ServiceNow for live updates to system statuses Self Service –

• Combining AI tools and System enhancements by using AI to assist with creating knowledge articles, how to videos, and catalog requests.

Human Centered Support –

70FA3125R00000009

mailto:ross.wakeman@fema.dhs.gov

Federal Emergency Management Agency Washington, DC 20472 o Training for technicians for skill Improvement Training – Active Listening, communication, problem troubleshooting/solving, and customer satisfaction/service

FEMA’s current state has the ESD meeting or exceeding most industry key performance indicators (KPIs) with the technology that is available to us within FEMA. We currently utilize ServiceNow as our ticketing system and use Genesys Cloud for our VOIP telephone service.

With an interest in further implementing AI technology to enhance our toolset, but not replace technicians we have the following questions:

1. What are 3-5 top ranked remote access software applications, which allow help desk technicians to remote into user machines and use elevated credentials to troubleshoot, diagnose, and install necessary software or changes required? Why are these systems ranked as the best?

2. How would you recommend continuous improvement with the technological tools such as ServiceNow ITSM, Service Portal, and Chat Bot, that are already available to ESD within FEMA?

3. What are the most highly rated automation tools for Tier 1 Helpdesks, how do they increase customer experience?

4. Once an organization meets and consistently exceeds industry key performance indicators (KPIs) such as call handle time, first call resolution, average speed to answer, average wait time for service, and customer satisfaction, what metrics/technologies should be employed to ensure operational growth and continued evolution to ensure superior service continues being delivered to the organization?

5. What dashboard technologies can be utilized to ensure an accurate real-time overarching snapshot of enterprise IT operations?

6. What sort of network monitoring tools can be implemented and utilized by the Enterprise Service Desk to ensure that we maintain an awareness of overall network operations, allowing us to respond quickly to diagnose, escalate, and resolve larger issues affecting the enterprise?

7. How can artificial intelligence be integrated into a Human Centered Service

Desk Environment to improve customer experience and assist technicians with providing superior service to customers?

8. What training courses or certification paths do you recommend for improving customer service skills with the emphasis on customer experience working with a help desk?