Limited Support and Unresponsive Services
Our client, a major bi-state public sector agency, was facing significant challenges with their previous managed services provider. The agency had been receiving only basic support through a Network Operations Center (NOC), but without proactive management or true understanding of their complex network. They lacked visibility into network alerts and incidents, leaving them vulnerable to downtime and outages. More critically, the client felt that their previous vendor did not care about their unique needs or the safety of the public, which their network helps protect.
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A Fresh Start with BlackHawk Data
As a certified Minority and Women-Owned Business Enterprise (MWBE), BlackHawk Data won a contract to manage the agency’s infrastructure. We were awarded the contract at a critical time, as the client was at odds with their current vendor and looking for more dependable, responsive support. This was a crucial opportunity for us to step in, understand their environment, and offer a better approach.
The COVID-19 Challenge: Finding a Creative Solution
Our initial plan was to provide full, proactive managed services, including monitoring for over 10,000 devices spread across 39 locations. However, when the COVID-19 pandemic struck, the agency’s budget was severely impacted, and they were unable to fund the full managed services contract. Instead of pulling back, we quickly shifted gears and came up with a creative alternative to keep their operations running smoothly.
Crafting a Flexible Approach: Break Fix Contract
With limited resources available, we implemented a “Break Fix” contract—a reactive but highly effective solution. While it wasn’t ideal compared to full-scale monitoring, it allowed us to remain responsive to any critical incidents or issues that arose. This required close collaboration with the agency’s existing Help Desk vendor, where we developed a seamless support plan that ensured continuity for the agency without the high costs of proactive monitoring.
The Game Changer: 24/7 Support and Rapid Response
Previously, the agency had only 9-to-5 support, Monday through Friday, leaving significant gaps in coverage. BlackHawk Data enhanced their response capability by providing 24/7 support, ensuring that any issues, whether minor or severe, were handled quickly and effectively. This boosted the agency’s ability to manage its infrastructure and minimize downtime, creating a more secure and stable environment for the public it serves.
A Partnership Built on Care and Creativity
Although the agency was initially unable to adopt a full managed services package due to budget constraints, we’ve been able to prove our value by working creatively within their limitations. Our team has provided reliable, around-the-clock support, reacting swiftly to incidents and offering a level of care that was missing with their previous vendor. Over time, we’ve established a trusted partnership, demonstrating that managed services aren’t just about technology—they’re about understanding client needs, especially when public safety is at stake, and finding innovative ways to meet those needs even in challenging circumstances.
Over the past five years, we’ve built a long-term partnership with this financial services firm. BlackHawk Data has become an extension of their internal team, sharing in their goals and providing the IT support they need to grow and thrive. Today, they have a partner that’s as invested in their success as they are, ensuring their network, security, and employees are well taken care of.
Supporting public sector clients requires more than just technical expertise—it demands flexibility, creativity, and a deep understanding of the unique challenges they face. At BlackHawk Data, we pride ourselves on being a partner that can adapt and deliver results even when the landscape changes. Our work with this bi-state agency is a testament to our commitment to long-term success, no matter the obstacles. Contact us to learn how we can help you.
