IT Support & Services New Jersey New Reviewed

ECO Enterprise Service Desk (ESD) Consolidated Effort RFI

SAM.gov

VA

EATONTOWN, New Jersey

Posted Oct 7, 2026
Due Oct 21, 2026
AI Enterprise Service Desk Contact Center Infrastructure automation $500K+

About This Opportunity

The Department of Veterans Affairs is exploring a future Enterprise Service Desk model covering Tier 1 agent support and Contact Center Infrastructure (CCI), including whether these services should be integrated. The model would emphasize AI and automation, a unified multichannel experience, and outcome-based accountability; VA is also seeking input on whether billing-outcome validation, quality assurance, and SLA reporting should remain independent.

This bid is 95% technology related

A strong match for technology vendors

Why we classified this as tech

This RFI concerns VA enterprise service desk support and contact center infrastructure, including IT service delivery, AI-assisted self-service, and automation. It is market research rather than a solicitation, but the described work is clearly relevant to IT service and systems vendors.

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Deadline: Oct 21, 2026 at 10:00 AM ET

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