Information Technology Client Services

The government authority in Norfolk, Virginia is seeking vendors to provide comprehensive Information Technology Client Services. The contractor must ensure the technology environment is available 24/7, except during scheduled exceptions with advance notice to users. Responsibilities include onboarding contractor personnel—which involves background checks, disclosure statement signing, escort assignments, and onboarding plan review—and ensuring staff interact professionally with walk-in customers, including guests, customers, VIPs, and visitors, with the possibility of role and layout changes due to staffing levels or building construction.

Contractor personnel are required to be logged into the phone call center while at their desks to answer customer requests efficiently. Problem resolution may involve using remote access to address customer-reported issues. The contractor must ensure all emails from customers are responded to promptly and professionally, ensuring the majority of customer requests are resolved at the agency level, escalating only highly specialized or complex requests to Tier 2 or other departments as needed.

Additional responsibilities include managing building access control for Ward Hall, ensuring only authorized personnel receive temporary or maintenance badges, and strictly limiting access for visitors, VIPs, and service personnel to those approved by government staff. The solution should also offer AI functionality capable of image analysis to digitize legacy data from PDF or scanned image files. The anticipated contract period is one year.