NPower MI Model Provides Low Touch, High Impact Tech Support

In operation since 1912, the Michigan League for Human Services (MLHS) was progressive in its approach to supporting disadvantaged persons throughout the state, but years behind in the technologies it used to connect with others, conduct research and carry out critical functions as an organization . As a nonprofit working with the government and its policymakers to advocate on behalf of Michigan's most vulnerable citizens, it was crucial for the MLHS to have reliable technology infrastructure and support in place. However, the nonprofit could only expand and improveupon its technology hardware, software and support services to the degree it had the time and money.

Over time, the MLHS grew from sharing three computers on a limited network to placing an email-ready computer on the desk of every staff member. Despite this progress, the MLHS still struggled; an internal staff member was acting as the defualt technology guru, and a series of crippling email and data backup incidences showcased the need for a comprehensive plan, developed and managed by an organization whose core comptency was IT for nonprofit organizations.

Michigan League for Human Services' leadership attended an NPower training workshop and learned about the value of a well-devised technology plan. At MLHS's request, NPower technology consultants made an onsite visit and analyzed nonprofit office's technology situation. NPower then recommended first steps the organization should take to get on sure footing, from a tech perspective. NPower not only counseled the MLHS on the fundamentals that had been lacking -- including up-to-date hardware and software and a stable server - but it also conducted extensive training for the MLHS staff on the proper use of the new technologies.

For several years after, MLHS contracted with NPower to provide one day of on-site service and troubleshooting each month. Technology was running smoothly and the relationship between the two nonprofits was strong - so why mess with success?

Because, sometimes less is more. In spring of 2007, NPower piloted its offsite, managed services model with the MLHS. In theory, a remote, but immediately responsive, IT support team would mean savings of time and resources for the MLHS. If executed properly, the managed services approach would provide the MLHS with more timely, consistent and comprehensive technology support, via a toll-free support hotline for troubleshooting, complemented by automated computer maintenance and security tasks.

In short, NPower's managed services model liberated the MLHS to do what it does best - advocate for the state's disadvantaged citizens. The pilot program was met with such positive feedback, that in winter of 2008, the organization formally launched the model to the rest of its existing client base, and as an offering to new clients. Lary Wells, executive assistant to the MLHS president, says the relatively hands-off approach has provided his organization with even speedier and worry-free IT support.

"We rely on NPower to take control of our IT and keep it running seamlessly," Wells said. "The remote services arrangement only improves what was an excellent service to begin with. We appreciate the increased access to and responsiveness by their staff, and we've found that it further lifts the burden of concern regarding the stability and functionality of our technologies. More than ever, we can focus on supporting our constituents, as opposed to our office technology."

While MLHS is a single example of the advantages to NPower's managed services approach, ultimately, the efficiencies realized bubble up to a much broader audience. Adam King, NPower Michigan consultant, explains, "As a direct result of our managed services approach, NPower consultants will have the time and resources to devote to providing more strategic counsel, and to a greater number of nonprofits than ever. We're thrilled that this model promotes success at both the individual organization level, and the nonprofit community as a whole."