This RFI has been posted to GSA eBuy
CLIENT AGENCY: Office of Stakeholder Engagement (OSE), Integrated Award Environment (IAE)
PROJECT TITLE: Federal Service Desk – Customer Service Team
The Integrated Award Environment (IAE) mission is to support a common, secure business environment that facilitates and supports cost-effective acquisition of, and payment for, goods and services; effective management of federal acquisition and assistance awards; and consistent transparency into federal acquisition and assistance awards.
The IAE vision is to continue to evolve and integrate the existing shared portfolio of seven (7) electronic systems used for awarding and administering federal financial assistance (i.e., grants, loans) and contracts through Scaled Agile Framework (SAFe) development processes on the FAS Cloud Services (FCS) platform, or other common platform as specified by the government in writing.The largest and most complex of the e-Government initiatives, the IAE works on behalf of the acquisition and financial assistance communities to save money, be more efficient, reduce burdens on the communities we serve, and improve federal award management.
The primary aim of this task order is to secure a proficient customer service team that will effectively complement the Machine Learning/Artificial Intelligence (AI) tool set to be implemented by IAE (via another contract action). This team will serve to address inquiries beyond the capabilities of the AI tool and offer support to customers facing intricate issues requiring troubleshooting, issues not resolvable by the machine learning tool set, or customers who prefer dealing with a person. The objective is that this contract is to scale down in the number of resources in the outyears as Machine Learning/Artificial Intelligence gets better.
The services outlined in this task order will primarily concentrate on providing real-time assistance to customers, addressing complex questions that fall outside the current capability of the Machine Learning tool, or that the tool was unable to identify as part of its existing intents, or by choice from the customer. Once the user is past the AI/ML, then this team will provide additional troubleshooting with the user (via phone, webchat, screenshare) to determine if the issue is one of usability or a technical issue. In the instance of the technical issue, capture screenshots and other artifacts for the development team. The services will not include addressing technical or system driven issues, but may require these to be identified and escalated to the government for resolution.
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