Practice 02
Managed Operations
Ongoing coverage for the back-office work your agency needs to keep running.
When a department is short-staffed, routine work still has to get done. We define which tasks need coverage, who approves them, and how issues are documented and reported.
Talk with an advisorOutcomes
What success looks like.
- Coverage for the back-office functions included in the agreement
- Monthly fees tied to a defined service scope
- Documented procedures and approval controls
- Procedures that reduce reliance on one staff member
- Defined response and escalation procedures for residents, staff, and auditors
Deliverables
What you receive.
- Service list with response expectations for each function
- Named service contact and scheduled performance reviews
- Runbooks, standard operating procedures, and controls documentation
- Remediation hours by tier: up to 20 per month at Operations Core, 50 at Operations Advanced, and 100 at Operating Partner
- Monthly operational reporting for leadership and elected officials
- Secure transition plan from current staff or incumbent vendors
Service scope
Work we can scope
Agree on the work, responsibilities, and deliverables your agency needs before the engagement begins.
IT as a Service
Monitoring, help desk, device and access management, patching, backups, and vendor coordination. Coverage hours are set in the agreement.
Payroll as a Service
Payroll processing, tax filings, garnishments, pension and benefits reconciliation, and year-end reporting for public-sector pay structures.
Finance & Accounting as a Service
Accounts payable, accounts receivable, bank reconciliations, monthly close support, GASB-aligned reporting, and audit preparation.
HR as a Service
Recruiting support, onboarding, benefits administration, policy maintenance, and employee relations intake, with agency HR and counsel retaining policy and legal decisions.
Utility Billing as a Service
Meter-to-cash operations including billing, payment processing, delinquency workflows, and resident support across water, sewer, and stormwater utilities.
Procurement as a Service
Solicitation drafting, vendor management, contract administration, and evaluation of cooperative-purchasing options under your procurement code.
Cybersecurity Operations
Security monitoring coordination, vulnerability reviews, phishing exercises, and incident planning, either with IT support or separately.
Citizen Services Desk
Outsourced first-line contact center for residents — permits, utility questions, service requests — routed into your systems of record.
Engagement model
How we work together.
Select the functions your agency needs, with documented responsibilities, response expectations, and review points.
Ideal for
Who we serve.
- Agencies struggling to recruit or retain specialized back-office staff
- Departments recovering from turnover, retirement waves, or a cyber incident
- Boards seeking predictable operating costs and clearer accountability
Questions to resolve before the work begins
Scope, staffing, and cost.
Plain-language answers on scope, timeline, staffing, and cost — the same ones we give in the first procurement conversation.
- What is managed services for local government?
- It means assigning agreed day-to-day tasks to an outside team, such as IT requests, payroll processing, or utility billing support. The agency retains decisions and approvals; the agreement defines what the service team handles.
- Do we have to bundle every service line?
- No. You can select one function or several. Define the tasks, response times, and pricing for each one in the agreement.
- What happens to our existing staff?
- That depends on the work your agency wants covered. We review current responsibilities with leadership and staff, then document what stays in-house and what support is needed.
- How is pricing structured?
- Pricing starts with the service lines selected and the work volume, such as endpoints, utility accounts, or payroll checks. The final agreement should state how changes in volume affect the fee.
- Are you compliant with CJIS, PCI, and state records law?
- Requirements vary by agency and service. Before work starts, we identify applicable CJIS, PCI, records-retention, access, and background-check requirements and define how they will be addressed.
- How quickly can you take over from an incumbent?
- The schedule depends on existing documentation, contracts, systems, and staff availability. We review those first and agree on a transition plan before taking over a function.