DOJ FBI RFI: Enterprise Operations Center (EOC) Customer Experience Solution

Solicitation Number: FBI-EOC-RFI

“The Federal Bureau of Investigation (FBI), Information Technology Enterprise Services Division (ITESD) Division, Enterprise Operations Center (EOC), is requesting information for a solution to be used to create a best-in-class customer experience for the FBI and its employees.”

“The EOC is responsible for three main enterprise domains (Top Secret, Secret, and Unclassified) supporting approximately 50,000 government and contractor users. The EOC is a managed services environment handling approximately 1,200 to 2,000 calls per day, depending on the day of the week.”

“The new FBI Enterprise Operations Center (EOC) and the environment it supports, must create positive customer interactions with a focus on fast engagement and resolution of issues to include:

  • Optimizing Customer Service
  • Optimizing Technology
  • Optimizing Personnel”

“The new EOC will occupy two government facilities and utilize government owned technologies, both hardware and software, in Huntsville, Alabama and Pocatello, Idaho. It is possible that, over the course of contract performance, additional locations (the National Capital Region and Clarksburg, WV) will be required as well.”

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