Practice 02
Managed Operations
Back-office functions run as a service, tuned for civic scale.
Recruiting, retaining, and cross-training specialists for every back-office function is a losing battle at civic salaries. We run these functions as a service, blending our bench of specialists with your institutional knowledge — so leadership gets continuity, coverage, and defensible controls without the hiring lift.
Discuss this practiceOutcomes
What success looks like.
- Continuous coverage across critical back-office functions
- Predictable, budgetable monthly operating costs
- Documented processes and defensible internal controls
- Reduced dependency on single points of failure among staff
- Faster response to residents, employees, and auditors
Deliverables
What you receive.
- Service catalog with SLAs tailored to each function
- Named service manager and quarterly business reviews
- Runbooks, standard operating procedures, and controls documentation
- Monthly operational reporting for leadership and elected officials
- Secure transition plan from current staff or incumbent vendors
Service lines
Mix and match to fit your gaps.
Engage a single service line to shore up one function, or bundle several under one accountable service manager. Each line carries its own SLA and is priced independently.
IT as a Service
24/7 monitoring, help desk, endpoint and identity management, patching, backup, and vendor coordination — sized to civic compliance requirements.
Payroll as a Service
End-to-end 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, employee relations triage, and compliance with public-sector employment law.
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 cooperative-purchasing leverage aligned to your procurement code.
Cybersecurity Operations
Managed SOC, vulnerability management, phishing simulation, and incident response — integrated with our IT service line or standalone.
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.
Multi-year managed services agreement, mix and match service lines, with defined SLAs and quarterly business reviews.
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
FAQs
Questions we hear most.
Straight 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 is outsourced delivery of back-office functions — IT, payroll, finance and accounting, HR, utility billing, procurement, cybersecurity, and citizen services — under one accountable partner with public-sector SLAs. You keep policy authority; we run the day-to-day work.
- Do we have to bundle every service line?
- No. Start with one gap — most agencies begin with IT, payroll, or utility billing — and add lines as trust builds. Each service line is priced independently and carries its own SLA, so scope stays transparent to your finance director and board.
- What happens to our existing staff?
- Every engagement begins with a workforce plan. In most cases current employees stay in place and shift to higher-value work; in turnover or retirement scenarios we backfill and cross-train so no single person is a point of failure. We do not lead with layoffs.
- How is pricing structured?
- Fixed monthly fees per service line, indexed to volume drivers (endpoints, utility accounts, payroll checks, etc.) with an annual true-up. That makes the cost predictable for the budget book and easy to defend at council.
- Are you compliant with CJIS, PCI, and state records law?
- Yes. Our operating environment is built to CJIS and PCI-DSS controls, our staff clear jurisdictional background checks where required, and all data handling follows public-records retention rules for the state you operate in.
- How quickly can you take over from an incumbent?
- Standard transitions run 60–120 days depending on how much documentation exists and whether we are inheriting hardware, contracts, or both. Emergency stabilizations after ransomware or mass departures can begin within days on a bridge SOW.