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AI Native Complaint Intake and Case Analysis Solution

Awarded
47QACA26K0718Federal

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

AI Contract Overview

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The Office of Centralized Acquisition Services within the General Services Administration is seeking a commercially available, AI-native solution for complaint intake and case analysis under solicitation 47QACA26K0718. This initiative aims to support the Office for Civil Rights in enforcing federal civil rights laws, such as Title VI, Title IX, Section 504, and the Age Discrimination Act. The primary objective is to automate the intake, deduplication, and categorization of a significant backlog of over 40,000 cases and manage a growing influx of approximately 2,000 new complaints per month. By replacing manual processing methods, the government intends to reduce processing times and align with the benchmarks established in the OCR Case Processing Manual. The contract falls under NAICS code 518210 and is managed by Cristina Colon-Mas in Washington, DC. The selected solution must be configured and deployed into production to handle both the existing inventory and all future public complaints.

General Info

GSA seeks AI-native solution for OCR complaint intake and case analysis automation.

Agency

General Services Administration → Office Of Centralized Acquisition Services

NAICS

518210 - Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

Place of Performance

DC, USA

Set-Aside

NONE

Documents

1

Sole Source Justification for FSS Order with Kaizen Laboratories Inc.

PDF, High priority: read this firstjustification-and-authorization
High

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Timeline

PhaseAwarded
Posted

Justification (J&A)

Awarded

Contract was awarded

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Organization & Contact Information

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AgencyGeneral Services Administration → Office Of Centralized Acquisition Services
Contacts1 person available
OfficeWashington, DC, 20405, USA
Organization / AgencyGeneral Services Administration → Office Of Centralized Acquisition Services
Office AddressWashington, DC, 20405, USA
Contacts
Cristina Colon-Mas
contact@example.gov

Full Description

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OCR enforces federal civil rights laws in the nation's schools, including Title VI, Title IX, Section 504, and the Age Discrimination Act. OCR began calendar year 2025 with approximately 19,000 pending complaints and received a record 23,879 new complaints during 2025, while resolving approximately one percent of its pending inventory. The pending inventory now exceeds 40,000 cases and grows by approximately 2,000 complaints per month. Intake, deduplication, and categorization are performed manually, contributing to processing times that substantially exceed the case processing benchmarks established in the OCR Case Processing Manual. The Government requires a commercially available, AI-native complaint intake and case analysis solution, configured and deployed into production, that automates intake, deduplication, and categorization of the existing backlog and of future public complaints.

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