NATO Request for Information: Enterprise Service Operations Center Level 0/Level 1 Support and Call Center Capability Enhancement
Closed Special Notice Posted
- Solicitation number
- MS-06795
- Agency
-
Bureau of Industry and Security
Department of Commerce
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 561422 Telemarketing Bureaus and Other Contact Centers
- Place of performance
- Belgium
Notice details come from SAM.gov. Updated .
About this opportunity
The NATO Communications and Information Agency (NCIA) has issued a Request for Information (RFI) through the Department of Commerce Bureau of Industry and Security seeking commercially available solutions for Enterprise Service Operations Center support. Specifically, the RFI is targeting Level 0 and Level 1 unclassified communications support and call center capabilities. The agency is exploring outsourcing options to improve operational efficiency and enhance technological support services. This RFI is identified by reference number MS-06795 and is focused on identifying potential solutions that can meet NATO's end-user support requirements. The document emphasizes that this is an informational request only and not a solicitation for proposals.
The primary objective of this RFI is to optimize user support operations through potential outsourcing and AI-driven automation technologies. Contractors interested in responding must submit their information by 12:00 pm Brussels time on June 6, 2025, with clarification requests permitted up to 10 calendar days before the closing date. There are no specific set-aside requirements, making the opportunity open to a broad range of potential providers. The NCIA is seeking detailed information about service desk models, AI automation capabilities, user experience design, scalability, security compliance, and workforce training approaches. Importantly, participation is entirely voluntary, and non-response will not prejudice companies from future procurement opportunities. The RFI aims to assess market capabilities for potentially enhancing NATO's support service infrastructure, with a particular focus on incident management, ticket handling, and intelligent workflow automation.
Notice text
2 versions
Update #2 · Latest ·
The NATO Communications and Information Agency (NCIA) is issuing a Request for Information (RFI) to identify a commercially available solution that can meet or exceed NATO requirements for an outsourced capability to provide End User support at Level 0 and Level 1 for unclassified communications.
The purpose of the project is to outsource Level 0 and Level 1 support, including the call center function, to improve efficiency and enhance technology. While AI integration will play a role in automating processes, the primary objective is to optimize support operations, ensuring improved service quality.
This initiative will cover all primary aspects of user support, including incident management and request fulfillment, call center function, ticket handling, and escalation management. The integration of automation and AI will further enable efficient ticket classification, prioritization, and self-service workflows.
A Summary of Requirements and a Questionnaire for responding to the RFI are provided in the attachment. Other supporting information and documentation (technical data sheets, descriptions of existing installations, etc.) are also desired.
The NCIA reference for this RFI is MS-06795 and all correspondence and submissions concerning this matter should reference this number.
This is an RFI only. It is NOT a solicitation for proposals nor a pre-solicitation notice.
Do NOT submit your responses to the Department of Commerce. The NCIA Point of Contact for responding to the RFI is included in the attachment.
RFI responses are due to NCIA no later than 12 June 2025, 12:00 Brussels time.
Clarification requests can be submitted no later than 10 calendar days prior the RFI closing date.
Any response to this request shall be provided on a voluntary basis. Not responding will not prejudice nor cause the exclusion of companies from any future procurement that may arise from this RFI.
Your assistance in this RFI is greatly appreciated.
Update #1 ·
The NATO Communications and Information Agency (NCIA) is issuing a Request for Information (RFI) to identify a commercially available solution that can meet or exceed NATO requirements for an outsourced capability to provide End User support at Level 0 and Level 1 for unclassified communications.
The purpose of the project is to outsource Level 0 and Level 1 support, including the call center function, to improve efficiency and enhance technology. While AI integration will play a role in automating processes, the primary objective is to optimize support operations, ensuring improved service quality.
This initiative will cover all primary aspects of user support, including incident management and request fulfillment, call center function, ticket handling, and escalation management. The integration of automation and AI will further enable efficient ticket classification, prioritization, and self-service workflows.
A Summary of Requirements and a Questionnaire for responding to the RFI are provided in the attachment. Other supporting information and documentation (technical data sheets, descriptions of existing installations, etc.) are also desired.
The NCIA reference for this RFI is MS-06795 and all correspondence and submissions concerning this matter should reference this number.
This is an RFI only. It is NOT a solicitation for proposals nor a pre-solicitation notice.
Do NOT submit your responses to the Department of Commerce. The NCIA Point of Contact for responding to the RFI is included in the attachment.
RFI responses are due to NCIA no later than 12:00 pm Brussels time on 06 June 2025.
Clarification requests can be submitted no later than 10 calendar days prior the RFI closing date.
Any response to this request shall be provided on a voluntary basis. Not responding will not prejudice nor cause the exclusion of companies from any future procurement that may arise from this RFI.
Your assistance in this RFI is greatly appreciated.
Files
| File | Type | Posted |
|---|---|---|
| MS-06795.pdf |
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