This Request for Information (RFI) is for planning purposes only and does not constitute a solicitation or commit the government to award a contract. The government seeks information on capabilities to provide Enterprise Service Desk Tier One support, with a focus on integrating AI-generated post-interaction summaries, real-time knowledge surfacing, and automation into agent workflows and staffing models. Vendors must address how they will handle AI-deflected contact volume, escalation processes, and pricing adjustments as complexity shifts over the performance period. Certified SDVOSB/VOSB firms are encouraged to respond and must demonstrate compliance with the 50% subcontracting limitation, along with a Rough Order of Magnitude (ROM) including labor categories, hours, and unit pricing. No specific budget, performance location, or submission timeline is provided in this description.

This is a Request for Information (RFI) for planning purposes only, not a solicitation, and no funds have been authorized for this effort. The Government seeks industry input on capability to provide Enterprise Service Desk Tier One Support, including approaches to integrating AI into agent workflows, quality assurance, and staffing models. Respondents must submit a 15-page capability summary addressing technical requirements, a Rough Order of Magnitude (ROM) with pricing assumptions, and corporate experience. Only SBA-certified SDVOSB/VOSB vendors should respond, and all proprietary information must be clearly marked. No performance location, budget figures, or submission timelines are specified in this notice.