Empower AI is positioning its operational AI capabilities to manage the global IT infrastructure of the Defense Counterintelligence and Security Agency (DCSA). The company secured a $205 million enterprise Customer Support Services (CSS) contract to provide technical support across the agency's worldwide operations. This engagement marks a significant shift for the DCSA as it moves toward a performance-driven IT model for its global workforce.
DCSA Global IT Modernization Mandate
The DCSA is transitioning from traditional, task-based IT support to a model centered on cybersecurity, operational excellence, and customer satisfaction. Empower AI will manage services for approximately 13,000 users distributed across headquarters, regional offices, training centers, and more than 160 field locations worldwide. The contract scope includes enterprise service management, service desk operations, endpoint and infrastructure management, and IT modernization services. Additionally, the company will provide cybersecurity and Risk Management Framework (RMF) support to protect the agency's sensitive mission environments. This contract aims to ensure that personnel conducting background investigations and protecting classified information can operate without technological disruption across multiple security environments.
Integrating Operational AI into Service Delivery
To meet the agency's performance goals, Empower AI plans to deploy an "operational AI" approach rather than treating artificial intelligence as a standalone pilot project. The company intends to integrate automation, advanced analytics, and AI-powered virtual agents directly into its service delivery workflows. This strategy is designed to reduce manual effort, improve responsiveness, and enhance the overall user experience for the DCSA workforce. According to Empower AI President and CEO Jeffrey Bohling, the goal is to combine automation and data-driven insights with human expertise. By embedding these technologies into the service desk and infrastructure management layers, the company seeks to deliver measurable results that support the DCSA's mission-critical work and strengthen operational resilience.
Key Takeaways
- Empower AI won a $205 million contract to provide enterprise Customer Support Services to the DCSA.
- The contract supports approximately 13,000 users across more than 160 global field locations.
- Service delivery will utilize an operational AI approach, including AI-powered virtual agents and advanced analytics.
TechInsyte's Take
In our view, this contract signals a maturing trend in federal procurement where AI is no longer viewed as an experimental layer but as a core component of enterprise IT service management. By moving away from task-based support toward a performance-driven model, the DCSA is testing whether intelligent automation can effectively manage high-security, distributed environments. For enterprise leaders, this highlights the growing necessity of integrating AI-driven responsiveness directly into infrastructure and cybersecurity workflows to maintain operational resilience at scale.
Questions & Answers
How will Empower AI change the current IT support model for the DCSA?
The company is shifting the agency from a task-based support structure to a performance-driven model that prioritizes cybersecurity, customer satisfaction, and continuous improvement through automation.
What specific technical domains will Empower AI manage under this contract?
The scope includes enterprise service management, service desk operations, endpoint and infrastructure management, cybersecurity, Risk Management Framework (RMF) support, and IT modernization services.
What is the scale of the DCSA workforce being supported?
Empower AI will support approximately 13,000 users operating across multiple security environments and more than 160 field locations worldwide.
How does the "operational AI" approach differ from typical AI implementations?
Rather than remaining as isolated pilot projects, the company is integrating automation, advanced analytics, and AI-powered virtual agents directly into the active service delivery and infrastructure management processes.
Source: Empower AI
