Request for information: Army Shared Services Enterprise Help Desk

Background
The Army continues to operate in a fiscally constrained environment.

The CECOM Software Engineering Center (SEC) Army Shared Services Center (SSC) currently operates the Tier 1, 2, and 3 support for the Army’s business ERPs (GFEBS, GFEBS – SA, GCSS-A, LMP, AESIP).

Army SSC supports these programs in many ways to include an Enterprise Tier 1 Help Desk. The goal of this contract is to optimize the construct for offering a common Tier 1 Enterprise Help Desk across a variety of PEO Enterprise programs by gathering information on existing and emerging tools for maximizing efficiencies in software help desk support.

Work Details
ASSC is looking for industry best practices and innovations to optimize help desk support in four main areas:

- User self-help tools (such as chat bots for user inquiries)
- Ticket management (AI triaging tickets)
- Analysis (AI analyzing ticket statistics and trends)
- API Integration (ease of integration with various program-specific software solutions).

The purpose of the RFI is to gather information on innovative tools and processes that can be incorporated into its Tier 1 Enterprise help desk services. Industry partners are asked to respond to specific questions regarding their current help desk tools, AI tools used, experience with Government networks, and other considerations for developing an optimized Tier 1 Enterprise Help Desk.