By Mike Sabo, Manager of Professional Services

As an IT professional with extensive experience in managed services, having personally handled thousands of calls as a managed services engineer, I deeply understand the challenges agencies face when partnering with managed services companies. While employing an in-house IT staff offers the benefits of familiarity and direct control, it can be costly and may not provide 24/7 support. On the other hand, managed services offer round-the-clock assistance, but agencies may face issues such as a lack of familiarity with their specific environment and inconsistent support quality, as the engineer answering the phone may be interacting with the agency for the first time.

Despite these challenges, managed services provide a compelling solution for federal agencies seeking to navigate the complexities of the digital landscape. By partnering with the right managed services provider and implementing effective strategies, agencies can overcome the obstacles associated with unfamiliarity and inconsistency, ultimately unlocking the full potential of managed services to drive innovation and efficiency.

To address the lack of familiarity with an agency’s unique environment, managed services providers should invest in comprehensive onboarding processes. This includes detailed documentation, in-person or virtual walkthroughs, and close collaboration with the agency’s internal IT staff. By dedicating time and resources to understanding the agency’s specific needs, policies, and procedures, managed services teams can quickly gain the knowledge necessary to provide high-quality support.

Assigning dedicated account managers to each federal agency can further bridge the gap between the managed services team and the agency’s internal staff. These individuals serve as single points of contact, working closely with the agency to understand their unique requirements, facilitate communication, and ensure alignment between the managed services team and the agency’s goals and objectives.

Robust knowledge management practices and comprehensive documentation are also crucial for ensuring consistent, high-quality support. Managed services providers should prioritize creating and updating standard operating procedures, maintaining a centralized knowledge base, and regularly capturing and sharing lessons learned. By making this information easily accessible to their teams, providers can minimize the impact of inconsistent support quality and enable engineers to quickly get up to speed on an agency’s environment.

Continuous training and skill development play a vital role in keeping managed services teams equipped to handle the ever-evolving technology landscape and the specific needs of federal agencies. Providers should invest in certifications, government-specific security training, and workshops focused on understanding the unique challenges faced by federal agencies. Fostering a culture of continuous learning ensures that managed services teams have the knowledge and skills necessary to provide high-quality support.

Finally, implementing proactive monitoring tools and processes can help managed services teams identify and resolve potential issues before they impact the agency’s operations. By leveraging automation, artificial intelligence, and machine learning, providers can detect anomalies, predict potential failures, and take corrective action in real-time. This proactive approach demonstrates the value of the managed services partnership and helps prevent downtime and improve overall system performance.

In conclusion, while the lack of familiarity and inconsistent support quality pose significant challenges for federal agencies partnering with managed services providers, these obstacles can be overcome through a combination of comprehensive onboarding, dedicated account management, knowledge management, continuous training, and proactive problem resolution. By investing in these strategies, managed services providers can build strong, trust-based relationships with federal agencies, ensuring that they are well-equipped to support the agency’s unique IT needs and drive innovation in the federal technology landscape.

As an IT professional committed to delivering high-quality managed services, I believe that by addressing these challenges head-on, we can unlock the full potential of managed services partnerships and play a crucial role in shaping a more efficient, secure, and innovative future for our nation’s federal agencies. Learn more about who we facilitate the architecture and delivery of best-fit solutions and services at https://presidiofederal.com/capabilities/