Request for information: Army Shared Services Enterprise Help Desk
ID: W56JSR-25-CECOM-SEC-ASSC-HELPDESKType: Special Notice
Overview

Buyer

DEPT OF DEFENSEDEPT OF THE ARMYW6QK ACC-APGABERDEEN PROVING GROU, MD, 21005-1846, USA

NAICS

Other Computer Related Services (541519)

Original Source

https://sam.gov/opp/3363581280d54fe7a338c13843bbca3c/view
Timeline
    Description

    The Department of the Army, through the Army Shared Services Center (ASSC), is seeking information on innovative tools and processes to enhance its Tier 1 Help Desk services for Army personnel. The primary objective is to gather insights on existing and emerging technologies that can optimize software help desk support, particularly in a fiscally constrained environment, focusing on areas such as user self-help tools, AI-driven ticket management, and data analysis for trend identification. This initiative is crucial for improving operational efficiency and responsiveness in supporting the Army's business enterprise resource planning (ERP) programs. Interested industry partners are encouraged to submit their responses to Major Robert Wickham at robert.d.wickham4.mil@army.mil or Mr. John Harris at john.m.harris173.civ@army.mil.

    Point(s) of Contact
    Major Robert Wickham
    robert.d.wickham4.mil@army.mil
    Mr. John Harris
    john.m.harris173.civ@army.mil
    Files
    Title
    Posted
    RFI for ASSC AI Best Practices.docx
    The Army Shared Services Center (ASSC) is seeking information on optimizing its Tier 1 Help Desk services for the Army's business enterprise resource planning (ERP) programs. The request emphasizes the need for innovative solutions in a fiscally constrained environment. Key areas of interest include user self-help tools, ticket management through AI, data analysis for trend identification, and integration capabilities with existing systems. The purpose of this RFI is to engage industry partners to explore emerging tools and technologies that can enhance help desk support for Army personnel. Specific questions for industry include inquiries about current help desk solutions and AI tools, experience with government networks, and considerations for developing an effective Tier 1 Help Desk tailored to various software applications. Responses will inform ASSC on potential advancements to better serve Soldiers and Civilians utilizing Army programs while improving operational efficiency and responsiveness.
    Lifecycle
    Title
    Type
    Request for information: Army Shared Services Enterprise Help Desk
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