IT Client Services for Government Authority
Overview
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SUMMARY
KEY REQUIREMENTS
CONTRACT DURATION
TIMELINE
Pre-Proposal Conference: June 8th, 2026
Questions Due Date: June 15th, 2026
Proposal Due Date: July 14th, 2026
QUESTION DEADLINE
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
Maryland Department Of Information Technology
DESCRIPTION
The government authority located in Crownsville, Maryland seeks a qualified vendor to provide comprehensive IT client services, including the management of inbound and outbound IT service requests. The selected vendor will operate an IT Asset Management team to coordinate support related to state-issued hardware and software for end users, ensuring timely and effective responses.
A core responsibility includes implementing and managing a cloud-based Contact Center as a Service (CCaaS) platform—such as Genesys Cloud CX or equivalent solutions—with integrated Artificial Intelligence (AI) functionality. This platform should deliver 24x7x365 Service Desk operations, including Interactive Voice Response (IVR), Automated Call Distribution (ACD), and capabilities for phone, email, chat, and self-service inquiries. Integration with the Department's ServiceNow platform is essential, particularly with modules like ServiceNow Virtual Agent, Agent Workspace, and Performance Analytics.
The Service Desk handles significant operational volume, averaging over 60,000 phone and 60,000 email support requests per year, with coverage for incidents involving commodity hardware, productivity applications, wide-area network services, and statewide software applications. The vendor will be expected to enhance response and escalation times, improve customer support workflows, and leverage automation tools like AI chatbots, SMS support, and virtual agents to increase customer satisfaction and efficiency. The scope also includes the ability to record and transcribe calls, provide language translation features, and deliver world-class desktop support and IT Asset Management services.
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Frequently asked questions
- When is the submission deadline?
- This RFP closed on July 14, 2026 and is no longer accepting submissions.
- Who issued this RFP?
- It was issued by Maryland Department Of Information Technology. The work is located in Crownsville, Maryland, United States.
- Who is a good fit for this opportunity?
- Experience delivering large-scale IT service desk and asset management solutions for government clients
- Expertise with cloud-based CCaaS platforms like Genesys Cloud CX and integration with ServiceNow
- Capability to implement and support AI-driven chatbots, IVR, ACD, and automated contact handling
- Demonstrated record managing 24x7x365 IT support environments with high incident volumes
- Familiarity with hardware, productivity apps, and public sector IT infrastructure
Analysis generated by Settle AI from the source RFP.
RFP Hunter shows what is open. Settle shows what is forming.
Settle pieces together buyer signals, budgets, contract activity, and the sources your team already monitors. See why an opportunity fits and what to do before the RFP posts.