07 · Implementation & support

Eight to twelve weeks, not eighteen months.

The fastest way to lose a municipal client is to start with a twelve-month rollout plan. We don't. Here's the actual shape of an implementation, what your staff experiences, and what our team carries.

Avg. rollout: 10 wks
Staff training: 3 cohorts
Legacy migration: Included
Go-live support: 90 days

Phased, reversible, insured

Six phases. Each one ends with a checkpoint where you can stop, adjust, or accelerate.

Week 0

Discovery

Two-day workshop with clerks, IT, and department heads. We map your actual workflows — not the org chart.

Week 1–2

Grounding

We index your Drive, ordinances, SOPs, and prior decisions. Nothing leaves your environment.

Week 3–4

Staff training

Clerk cohort, department leads, and IT admins. Training is scenario-based, not feature-based.

Week 5–7

Resident pilot

Soft-launch to a neighborhood or council district. Real requests. Real feedback. Real iteration.

Week 8–10

Full rollout

Agents go live across all workflows. Staff retain override on everything. Analytics begin tracking time recovered.

Week 12+

Ongoing

Quarterly agent review with your team. New workflows added as staff identify them.

Training, concretely

Three cohorts, scenario-based, on your calendar.

We don't send you a PDF and call it training. We run live sessions with your staff, using your actual workflows, on your scheduled slots — not ours. Each cohort is paired with a named CivicOS facilitator for 30 days after their session.

Cohort

Clerk cohort

Daily-use training for counter staff, clerks, assistant clerks.

4 × 90 min

Cohort

Department heads

Workflow design, agent configuration, RBAC assignment.

2 × 2 hrs

Cohort

IT & procurement

Admin console, audit exports, data-source management, RFP readiness.

1 × half-day

Case study · composite

How Eastford, NY rolled out CivicOS in ten weeks.

Eastford is a composite municipality drawn from three similar pilot clients. It's what a typical small-town rollout actually looks like — the meetings that happen, the surprises that emerge, and the metrics we measure together.

Pop. 8,412 — 14 full-time municipal staff
Three priority workflows identified in week 0: FOIL, permits, service requests
Soft-launched to Ward 2 in week 5; full rollout in week 10
By week 16: 63% of inbound requests auto-routed, 9.3 staff hours/week recovered
Council briefed in week 11 with dashboard live in the chambers

Rollout

Eastford, NY — 10 weeks

pop. 8,412 · 14 staff

Wk 0Discovery workshop
Mapped 31 recurring workflows across 4 departments.
Wk 1Grounding index
Ingested 2,400 SOP pages, 7 yrs meeting minutes, 18k emails.
Wk 3Clerk cohort trained
Six staff across Clerk, Assessor, DPW admin.
Wk 5Pilot district launch
Soft-launched to Ward 2. 412 requests in first month.
Wk 8FOIL agent live
Average turnaround dropped from 11 days to 2.
Wk 10Full rollout
All workflows live. Council briefed. Dashboard public.

Support

Three tiers. All of them include a human being who answers the phone.

Tier 1

Core

Included

Business-hours support via dedicated Slack channel and email. Named CSM. Quarterly review.

Dedicated Slack channel
Named Customer Success Manager
Quarterly workflow review
Feature request queue

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Tier 2

Priority

+15%

Extended hours coverage for staff-facing incidents. Named reliability engineer. Monthly review.

Weekday 7a–9p ET support
Named reliability engineer
Monthly workflow review
Emergency paging for P1

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Tier 3

Public Sector

24/7 coverage for large municipalities and counties. Co-located success team. On-site quarterly.

24/7 coverage, 15-min SLA P1
Embedded CSM for first 90 days
On-site quarterly review
Custom agent development

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Still have procurement questions? Good. We have a data room for those.

Contracts, SOC 2 report, reference customers, standard annex language, and a starting-point RFP response. We'll share them the moment there's mutual interest.

Request the data room Why us, specifically