# Enterprise Service Desk Artificial Intelligence Enhancement

Canonical: https://abierto.us/opportunities/70fa3125r00000009

- Solicitation number: 70FA3125R00000009
- Notice type: Sources sought
- Status: Closed. Deadline was June 23, 2025 at 2:00 PM EDT
- Department: Department of Homeland Security
- Agency: Federal Emergency Management Agency
- Contracting office: Information Technology Development and Sustainment (70FA31)
- NAICS: 541990 All Other Professional, Scientific, and Technical Services
- Product or service code: DE01 Support services for end user client computing including Tier 1 and 2 help/service desk, deskside support, adds/moves/changes, workspace, collaboration, and productivity software technical support, audio/video (A/V, VTC) conferencing, and printer support. A/V and VTC includes support services typically used in conference rooms and dedicated telepresence rooms to enable workforce communications. Printer support includes Managed Print Services (MPS) for multifunction printers (print, scan, fax, copy), and other central printing or output support services.
- Place of performance: Washington, District of Columbia
- County: District of Columbia (FIPS 11001). https://abierto.us/counties/district-of-columbia-dc-11001
- City: Washington. https://abierto.us/cities/washington-dc-1150000
- First posted: June 11, 2025
- Last posted: June 11, 2025
- SAM.gov: https://sam.gov/workspace/contract/opp/f32a0995d8bb41ae9a7541a0c748017f/view

## Description

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.

## Publications

- June 11, 2025: Sources sought, due June 23, 2025 at 2:00 PM EDT. Notice 0f7cef501e31467d872742f2d3fe411f. https://sam.gov/workspace/contract/opp/0f7cef501e31467d872742f2d3fe411f/view
- June 11, 2025: Sources sought, due June 23, 2025 at 2:00 PM EDT. Notice f32a0995d8bb41ae9a7541a0c748017f. https://sam.gov/workspace/contract/opp/f32a0995d8bb41ae9a7541a0c748017f/view

## Points of contact

- Ross Wakeman, ross.wakeman@fema.dhs.gov

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Source: SAM.gov Contract Opportunities bulk extract. Confirm deadlines on SAM.gov before responding. Cite https://abierto.us/opportunities/70fa3125r00000009.