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Service Desk AI and Chatbot Integration

Active

State & Local

Response Deadline10/19/2026, 10:00:00 PM UTC

Contract Overview

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

AI Contract Overview

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This subcontract for the City of Santa Monica Information Services Department focuses on the supply and implementation of AI tools to support prime contractors. The primary objective is to develop and integrate AI-based tools and chatbots within the ServiceNow environment, expanding accessibility through Microsoft Teams and other instant messaging channels. A key goal of the project is to implement automated workflows designed to reduce manual L1 ticket handling and improve overall service desk efficiency. The selected provider must ensure all deliverables adhere to WCAG 2.1 accessibility guidelines to maintain compliance. The final delivery requires a fully functional AI chatbot and the successful integration of multiple intake channels. This project falls under NAICS code 541511 and is managed by the D140 Information Services agency.

General Info

AI tool and chatbot implementation for Santa Monica's ServiceNow and service desk efficiency.

Agency

California → D140 INFORMATION SERVICESView Agency

NAICS

541511 - Custom Computer Programming ServicesView NAICS

Place of Performance

CA, USA

Set-Aside

NONE

Documents

This scope was carved out of 473.

The full solicitation package (8 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

24x7 Service Desk

AI Contract Breakdown

Uniform Contract Format

No contract breakdown available.

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Timeline

PostedSep 14

subcontract

Response DeadlineOct 19

Submission deadline

Response Deadline

10/19/2026, 10:00:00 PM UTCin 26 days

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Organization & Contact Information

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AgencyCalifornia → D140 INFORMATION SERVICES

ContactsNo contacts available

OfficeN/A

Organization / Agency

California → D140 INFORMATION SERVICES

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Office AddressN/A

ContactsNo contact information available

Full Description

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Supplies and implements AI tools for prime contractors on City of Santa Monica Information Services Department projects. Develops and integrates chatbots and AI-based tools into the ServiceNow environment and expands channels to include Microsoft Teams and instant messaging. Implements automated workflows to reduce manual L1 ticket handling. Requires adherence to WCAG 2.1 accessibility guidelines. Delivers a functional AI chatbot and integrated intake channels.

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