Arthur McMiler 
- Empower AI received a $205 million DCSA contract for enterprise IT customer support services
- The work covers about 13,000 users across various security environments
- The company will embed automation and AI virtual agents in DCSA’s IT service delivery
Empower AI has secured the Defense Counterintelligence and Security Agency’s enterprise Customer Support Services contract, a $205 million award to provide IT support for the agency, whose missions, such as conducting federal background investigations and assisting partners under the National Industrial Security Program, depend on secure and reliable technology.
What Will Empower AI Do Under the CSS Contract?
The Reston, Virginia-based company said Thursday that its work will cover about 13,000 users across several security environments. It will run the service desk, manage endpoints and infrastructure, provide Risk Management Framework compliance and cybersecurity support, oversee enterprise service management and modernize IT systems.
Empower AI said it plans to build automation, advanced analytics and AI-driven virtual agents into service delivery with the aim of accelerating response times, cutting manual work and improving user experience.
What Did Empower AI Leadership Say About the DCSA Contract?
Commenting on the contract, Empower AI CEO and two-time Wash100 Award winner Jeffrey Bohling said the support model that DCSA is investing in aims to improve mission performance by combining human expertise with automation and data-driven insights.
“Our role is to ensure technology enables the mission and helps teams stay focused on their most critical work,” Bohling added.
Carla Harter, senior vice president of operations, echoed the chief executive’s sentiments, saying, “By combining intelligent automation with experienced professionals, we can deliver better outcomes for users and the mission.”
In September, Chief Technology Officer Jennifer Sample told ExecutiveBiz the company aims to pair every contract it pursues with an AI agent, such as an AI service desk technician.
What Other Recent Work Has Empower AI Won?
In June, the company announced an Army task order worth more than $60 million. The order covers modernizing audiovisual and IT systems at the U.S. Military Academy’s Lincoln Hall under the Total Engineering and Integration Services IV vehicle.
In March, Empower AI landed a $20 million Centers for Medicare & Medicaid Services contract supporting the Office of Hearings and Inquiries. In January, its Intelligent Document Assistant earned awardable status on the Tradewinds Solutions Marketplace run by the Department of War’s Chief Digital and Artificial Intelligence Office.
