Improving constituent experience with a trusted partner
Government agencies are always looking for ways to streamline their operations, optimize resources, and enhance the constituent experience. As part of their optimization journeys, many are turning to managed service providers (MSPs) as a strategic approach to managing their workforces. By leveraging managed services, and taking advantage of a contingent workforce, these agencies can focus on their core missions while benefiting from specialized expertise. This shift not only improves service delivery and operational efficiency but also ensures better reporting and continuous improvement. MSPs help government entities to quickly adapt to technological advancements, reduce costs, and provide more reliable and responsive services to the public.
For example, a large state needed qualified candidates to fill temporary IT staffing roles – and they needed to fill the roles quickly. The state turned to CAI to provide these staff augmentation resources via an MSP solution, adhering to strict service level agreements (SLAs) and reporting targets while also providing continuous improvement and quality management.
Optimizing staffing resources for improved performance and reporting
The state was looking for a fast, efficient staffing solution for their IT roles, partnering with CAI for help. Leveraging a contingent workforce through an MSP allows the state to reallocate resources and time to higher-value, citizen-facing activities instead of focusing on time-consuming, costly traditional hiring processes.
As part of the MSP program, CAI supports 39 agencies across the state and has 1,025 engaged resources. The network of suppliers is sizable, with 343 currently active. The MSP requires CAI to provide agency consultation and job description creation support, response management and performance oversight, candidate evaluation, interview facilitation, invoicing, and help desk support as needed. We work with a contractor network, established rates, and a comprehensive vendor management tool to help them maintain compliance, reduce costs, and drive efficiency.
Performance is measured through a series of SLAs that target items such as approval time, resume submission to agency time, invoicing accuracy, payment accuracy, and vendor management system availability. With this solution in place, the state is better equipped to meet the evolving needs of its constituents and maintain a high standard of public service.
39
Agencies across the state
1,025
Engaged resources
343
Network of active suppliers
Proven results, time savings, and continued improvements
The state knew it needed to find a solution that would allow agencies to staff up quickly and be able to report on the program’s success effectively. With CAI’s program, the time it takes to fill each role has been reduced from two to three months to about five weeks, including purchase order (PO) creation and candidate notice to the current employer. This drastic reduction in time helps the state focus its efforts on its core functions rather than IT staffing.
Prior to working with CAI, the state struggled with the capacity to manage its MSP program, hitting roadblocks like limited resources, extended time to hire, and a lack of data collection to measure the growth and success of the program. CAI provided this capability from day 1, exceeding newly imposed metrics in the first year and retaining that performance level throughout. We’ve created processes, implemented the vendor management platform, improved quality year over year, and established monthly and quarterly review meetings to ensure program goals are being met and user satisfaction remains high. Working closely with the state to ensure alignment, the CAI team is helping fill open roles with qualified talent quickly and effectively, allowing the state and its agencies to focus on what matters most – meeting the needs of their constituents.
With the right approach and planning, CAI's contingent workforce solutions can help you improve speed-to-hire and operational performance, lower labor costs, align staffing with business objectives, and increase transparency across contingent workforce management and expenditure. If you’re interested in learning more about leveraging a contingent workforce, contact us.
