IT Client Services

The Maryland Department of Information Technology in Crownsville, Maryland is seeking a vendor to provide comprehensive IT client services, including an IT Asset Management team and a 24x7x365 Service Desk operation. The agency is attempting to solve challenges related to high call-wait times, slow response speeds, and inefficient troubleshooting of routine tasks. This Service Desk serves as the primary point of contact for state agency end users and the public, handling over 60,000 phone-sourced and 60,000 email-sourced support requests annually. The scope of work requires implementing and managing a cloud-based Contact Center as a Service platform, such as Genesys Cloud CX, featuring native Artificial Intelligence functionality to support calls, emails, and chats. This platform must integrate with the agency's ServiceNow system, including ServiceNow Virtual Agent, ServiceNow Agent Workspace, and ServiceNow Performance Analytics. The requested solution must also feature an Interactive Voice Response system capable of recording, transcribing, and translating calls, alongside an Automated Call Distribution system and an AI-driven Chatbot available 24x7x365. Bidders must be onshore United States organizations, and the performance of all work will take place offsite. The agency is looking for proposals to establish the budget for this project. A pre-proposal conference is scheduled for June 8, 2026, and all questions regarding this opportunity must be submitted no later than June 15, 2026.