Empower AI wins $205 million DCSA contract to modernize enterprise IT support

RESTON, VA, October 8, 2026 – Empower AI announced it has been awarded the Defense Counterintelligence and Security Agency (DCSA) enterprise Customer Support Services (CSS) contract, valued at $205 million, to deliver enterprise IT support across the agency's worldwide operations.

DCSA protects classified information, conducts background investigations for the federal government, and supports government and industry partners through the National Industrial Security Program. These missions depend on secure, reliable technology for personnel across headquarters, regional offices, training centers, and more than 160 field locations worldwide.

Under the contract, Empower AI will provide enterprise service management, service desk operations, endpoint and infrastructure management, cybersecurity and Risk Management Framework (RMF) support, and IT modernization services for approximately 13,000 users operating across multiple security environments.

The program supports DCSA's transition from task-based IT support to a performance-driven model focused on customer satisfaction, cybersecurity, operational excellence, and continuous improvement. To help achieve those outcomes, Empower AI will apply an operational AI approach, integrating automation, advanced analytics, and AI-powered virtual agents directly into service delivery to improve responsiveness, reduce manual effort, and enhance the user experience.

Federal agencies today expect AI to deliver measurable results, not remain a pilot project. DCSA is investing in a modern support model that combines automation, data-driven insights, and human expertise to improve mission performance. Our role is to ensure technology enables the mission and helps teams stay focused on their most critical work.

Jeffrey Bohling, President and CEO, Empower AI

“DCSA's mission depends on people being able to perform highly sensitive work without disruption,” said Carla Harter, Senior Vice President of Operations at Empower AI. “Success is measured by the workforce experience: faster resolution, less effort to get help, and stronger operational resilience. By combining intelligent automation with experienced professionals, we can deliver better outcomes for users and the mission.”