NATO Request for Information: Enterprise Service Operations Center Level 0/Level 1 Support and Call Center Capability Enhancement

The NATO Communications and Information Agency (NCIA) is issuing a Request for Information (RFI) to identify a commercially available solution that can meet or exceed NATO requirements for an outsourced capability to provide End User support at Level 0 and Level 1 for unclassified communications. The purpose of the project is to outsource Level 0 and Level 1 support, including the call center function, to improve efficiency and enhance technology. While AI integration will play a role in automating processes, the primary objective is to optimize support operations, ensuring improved service quality. This initiative will cover all primary aspects of user support, including incident management and request fulfillment, call center function, ticket handling, and escalation management. The integration of automation and AI will further enable efficient ticket classification, prioritization, and self-service workflows. A Summary of Requirements and a Questionnaire for responding to the RFI are provided in the attachment. Other supporting information and documentation (technical data sheets, descriptions of existing installations, etc.) are also desired. The NCIA reference for this RFI is MS-06795 and all correspondence and submissions concerning this matter should reference this number. This is an RFI only. It is NOT a solicitation for proposals nor a pre-solicitation notice. Do NOT submit your responses to the Department of Commerce. The NCIA Point of Contact for responding to the RFI is included in the attachment. RFI responses are due to NCIA no later than 12 June 2025, 12:00 Brussels time. Clarification requests can be submitted no later than 10 calendar days prior the RFI closing date. Any response to this request shall be provided on a voluntary basis. Not responding will not prejudice nor cause the exclusion of companies from any future procurement that may arise from this RFI. Your assistance in this RFI is greatly appreciated.