State Department RFI: IT Service Center (ITSC) Call Center Automation

Solicitation Number: 19AQMM20N0057

“This Request for Information (RFI) is issued as market research to determine the capabilities of commercial industry to provide and maintain an audio teleconferencing system to support the Department of State’s (DOS) Office of Consolidated Customer Support (CCS).”

“The IT Service Center (ITSC) is the Department of State’s Information Resource Management information technology contact center. Working 24 hours a day, 365 days a year, the ITSC serves as the initial point of contact for 400,000-600,000 customers a year regarding information technology support needs. Currently there are approximately 200 people taking calls, 100 of which may be working concurrently…”

“ITSC requires the vendor to provide the products and associated support services necessary to design, customize, install, integrate and maintain a new contact center solution to replace the current system.

  1. If cloud-based or hybrid, the system must be FedRAMP certified Moderate
  2. If response is for on-premise or hybrid, it must be capable of being distributed between 3 data centers.
  3. System must fully integrate with the DoS ServiceNow implementation, with all channels seamlessly updating ServiceNow tickets
  4. Provide comprehensive telework capabilities for Service Desk Analysts (SDAs), with full capabilities using a combination of soft-phone capability on Government Furnished Equipment (GFE) laptop, personal devices or with GFE telephone hardware
  5. Ability to integrate with the Departments Federated Identity Management System such as PKI and Multifactor Authentication solutions, such as Azure AD and OKTA.”

Read more here.


This topic contains 0 replies, has 1 voice, and was last updated by  Jackie Gilbert 1 month ago.

  • Author
  • #99456

    Replies viewable by members only


You must be logged in to reply to this topic.


Questions?. Send us an email and we'll get back to you, asap.


©2020 G2Xchange all rights reserved | Community and Member Guidelines | Privacy Policy | About G2Xchange FedCiv

Opportunities. Starting Points.

About our Data

The Vault is a listing of expiring contracts, task orders, etc. within a certain set of parameters, to include:

  • Have an initial total estimated contract value of $10 million or above
  • Federal Civilian Only – DHS, Transportation, Justice, Labor, Interior, Commerce, Energy, State, and Treasury Actions
  • NAICS codes include: 511210, 518210, 519130, 519190, 541511,
    541513, 541519, 541611, 541618,
    541690, 541720, 541990
  • Were modified within the last 12 calendar months
  • The data represented is based on information provided by the government

Who has access? Please note that ALL G2Xchange FedCiv Members will receive access to all basic and much of the advanced data. G2Xchange FedCiv Corporate Members will receive access to ALL Vault content (basic and advanced).

Feedback/Suggestions? Contact us at and let us know what you think. 

G2Xchange FedCiv

Log in with your credentials for G2Xchange FedCiv

Forgot your details?