ITES-11125 - USA (Eatontown, New Jersey) - RFI for Enterprise Service Desk Services - Deadline October 21,2026

Vendor needs to provide enterprise service desk services to the government authority located in Eatontown, NJ.• The distinction between phone, chat, portal, and other channels should be invisible to the employee; the service environment, not the caller, determines whether AI, automation, knowledge, or a human agent is the appropriate resolution path. • Treats AI and automation as the operating model, not an add–on. • The relevant question is which categories of work should never require a human, and how the contractor is held contractually accountable for progressively moving categories of work off human agents. • Realigns commercial incentives from resources consumed to outcomes achieved, while recognizing that outcome–based and gainshare pricing models raise the stakes on how outcomes are classified and who classifies them.• The strategic objective is not reducing cost per contact but reducing the volume of contacts that require human involvement in the first place, through AI–assisted self–service, proactive communication, automated fulfilment, and root–cause elimination.