Generative AI drives productivity at federal scale

The Problem

Leidos’ goal is to maintain agility at scale. The company’s support operations are defined by scale and complexity. With hundreds of mission-critical programs and a vast portfolio of enterprise applications, delivering an agile and supportive employee experience is a constant challenge for company leaders.

“At Leidos, we navigate an extraordinary level of complexity,” said Brian Hobbs, VP of Enterprise Applications. “Maintaining smooth operations at our scale is a monumental task. We’re not just aiming for seamless functionality but also striving for innovation to keep Leidos at the cutting edge.”

Providing IT support across Leidos’ enterprise presented immense challenges:

·   Maintaining a vast technology ecosystem of hundreds of applications.

·   Adhering to stringent federal security and compliance requirements.

·   Enabling productivity for a global workforce across multiple sectors.

To address these challenges, Leidos sought an enterprise-ready AI solution that could enhance support through advanced natural language capabilities, integrate securely with existing systems, automate routine tasks, and increase employee productivity. With the rise of generative AI, Leidos prioritized a proven platform over building one in-house.

The Solution

In October 2023, Leidos launched Moveworks Agentic AI platform and Iris—an agentic AI Assistant. This enterprise-grade platform uses generative and agentic AI, as well as deep system integration to manage Leidos’ massive scale securely and efficiently.

From day one, Iris exceeded expectations by resolving IT issues proactively before they reached support staff. “The number of times Moveworks resolves issues before they become tickets is incredible,” said Hobbs. The platform’s secure architecture enables Iris to integrate with critical systems, query knowledge bases, and automate workflows seamlessly.

“Before Moveworks, our IT support felt fragmented and impersonal,” said Hobbs. “But with Moveworks, it’s like having a knowledgeable coworker you can just ask. It makes self-service so much easier.”

Beyond improving support directly, Iris has driven greater adoption of Leidos’ IT investments by surfacing solutions in Microsoft Teams and connecting employees to the right resources instantly. By transforming IT support into an agentic, self-service experience, Leidos has boosted both productivity and employee sentiment.

The Result

Leidos’ deployment of their agentic AI Assistant has redefined service delivery at scale. By handing off thousands of repetitive tasks to AI agents capable of taking action across systems, employees get instant, self-service resolutions — speeding up outcomes and easing the load on IT.

Moveworks’ secure, enterprise-grade architecture delivered the assurance Leidos required as a federal contractor — maintaining rigorous security and compliance standards. At the same time, Agent Studio enabled Leidos to rapidly build customized AI workflows that adapt to evolving operational needs. This agility ensures Iris continues to scale with Leidos’ growing mission demands.

Looking forward

Looking ahead, Leidos plans to extend its use of the Moveworks and already have a backlog of 100 use cases. They aim to build more adaptive, autonomous workflows that scale across programs and business units — while maintaining the security posture required by federal standards. 

This next phase will expand agentic AI’s role in driving efficiency, enabling employees to focus on higher-value work, and transforming how Leidos delivers support across its enterprise.