Enterprise Service Desk Artificial Intelligence Enhancement

The Federal Emergency Management Agency's Office of the Chief Information Officer is seeking to enhance their Enterprise Service Desk with artificial intelligence technologies through this Request for Information. FEMA's Enterprise Service Desk serves as the primary entry point for all FEMA employees experiencing IT-related issues or submitting IT requests, and the agency aims to utilize AI to improve customer experience through automation and learning capabilities while maintaining their human-centered approach. The RFI specifically requests vendor insights on developing a smarter chatbot with improved language learning, automating ticket management, integrating monitoring tools, and enhancing self-service capabilities. Vendors must respond to eight detailed questions covering topics such as remote access software, continuous improvement strategies, automation approaches, performance metrics, dashboard technologies, network monitoring, AI integration, and training recommendations. All responses are due by 2:00 PM ET on Monday, June 23, 2025, and must be submitted to Ross Wakeman via email with a maximum length of 24 pages using specific formatting requirements.

This opportunity does not include any set-aside designations and is open to all eligible contractors. The RFI indicates that FEMA currently uses ServiceNow for ticketing and Genesys Cloud for VOIP telephone service, suggesting these may be the existing systems that require AI enhancement. While no specific award values or budget ranges are mentioned in the pre-solicitation notice, vendors are allowed to include a 5-page capability statement alongside their technical responses. The government has clarified that they will not reimburse vendors for the costs associated with preparing their RFI responses, and all inquiries must be submitted in writing. The emphasis on AI integration suggests this procurement will focus on enhancing existing IT service desk operations rather than replacing current human technicians, with the timeline for implementation and service duration to be determined in subsequent solicitation phases.