RFI for Cloud-Based Enterprise Endpoint Support Solution

A government agency is seeking a cloud-based enterprise endpoint support solution that delivers comprehensive IT support services. The required solution must integrate a 24x7 service desk, advanced AI-enabled tools, efficient on-site deskside support, and access to engineering, cybersecurity, and IT Service Management (ITSM) development resources. The objective is to create a next-generation IT support system capable of ensuring high levels of operational efficiency and end-user satisfaction.

The proposed solution should offer continuous 24x7x365 multi-channel support through phone, chat, email, Microsoft Teams, and AI agents or chatbots. AI integration—including natural language processing, intelligent routing, and robotic process automation—should be leveraged to improve service efficiency and reduce labor cost per ticket. Vendors should provide detailed and customizable metrics reporting for calls and tickets, with emphasis on service level agreement (SLA) adherence, first call resolution, channel utilization, agent performance, and knowledge base effectiveness.

Additionally, the solution must include the development and maintenance of automation methodologies and scripts (such as Windows Autopilot, PowerShell, Python, and Bash) to streamline operating system and software deployments, configuration updates, and device setup, thereby minimizing manual intervention. The provider will also be responsible for the provisioning, de-provisioning, and inventory tracking of all mobile devices (iOS/Android) and their associated service lines.