Business Operations Support Services

The vendor required to provide business operations support services to achieve greater consistency in business processes, improve staff competency, ensure compliance with financial regulations, and support major system-related initiatives (e.g., ERP planning, system enhancements).
- Objectives:
•    Provide high-volume transactional support: maintain continuity of critical business operations (e.g., invoice processing, funding amendments, year-end close activities) during periods of high workload or staff turnover. 
•    Standardize and document key processes: develop and update comprehensive, standardized business process documentation, manuals, and guidance across department regions and business units. 
•    Facilitate process improvement: lead and implement identified improvements to division -managed business processes, such as the year-end close process. 
•    Support core business systems: provide expertise for system enhancements, configuration changes, new system implementations (e.g., pm-web, Trimble, grants management software), and strategic planning for a future enterprise resource planning (ERP) system. 
•    Deliver actionable analytics: utilize department data systems (including power-bi) to produce reports, monitor budgets, perform variance analysis, and identify opportunities for cost savings and operational efficiency.
- Requirement:
1. Business office support and coordination
•    Provide training to department staff on department business processes, transactions and systems. 
•    Provide transactional support across work units to assist during periods of staff turnover, staff onboarding, or periods of high volume, including during fiscal year-end close activities.
•    Includes invoice processing; processing of funding amendments through budget amendment or supplement processes; supporting proper programming of projects in the statewide transportation improvement program (STIP). 
•    Respond to support requests or queries from business office or business support unit staff. Research and develop guidance, where applicable, in coordination with division and other business units. 
•    Collaborate with division, business offices and business support units to align strategies and practices. 
•    Support strengthened communication and coordination between division, business offices, and business support units. 
•    Assist in interpreting and communicating changes to financial guidance and regulations to business offices and business support units to promote compliance and responsible management.
2. Business process standardization and documentation
•    Lead efforts to develop new or updated business process documentation and guidance, and where appropriate, to standardize processes across department regions or business units. 
•    Assess existing business processes, procedures, and guidance to identify gaps in documentation, need for updates, etc. 
•    In consultation with division leadership and business managers, identify priorities for developing and updating business process documentation including desk procedures, manuals, how to guides, etc. and lead and facilitate process of developing or updating, incorporating as appropriate new regulations, guidance, best practices, etc. 
•    In consultation with business managers and business support unit staff, identify business processes which would benefit from standardization and application of best practices, and lead and facilitate process of standardizing and documenting. 
•    Develop new customer-facing resources such as a business manager operation manual, and a customer-facing business operations manual.
3. Process improvement and change management
•    In consultation with division leadership and business managers, identify priorities for process improvement. 
•    Lead and facilitate efforts to update processes, including coordination with affected users, process-mapping, and change management activities. 
•    Example focus area: efforts related to year-end close processes, including year-end estimate accruals.
4. Business systems support and development
•    Supporting development of system enhancements and configuration changes. 
•    Supporting various initiatives to add and improve functionality to business systems including pm-web funds management initiative, and on-base accrual estimate process. 
•    Supporting implementation of new business systems and tools including pm-web, eco-interactive (STIP software), Trimble (new maintenance work order system), and new grants management software. 
•    Supporting development of new power-bi dashboards and improvements to existing dashboards utilizing data from department business systems. 
•    Supporting planning for new and upgraded enterprise resource planning (ERP) system for finance and accounting, including supporting efforts to document existing ERP processes, develop proposals for modifications to processes to adapt to new system; developing requirements for implementation, etc.
5. Financial data analysis and business analytics
•    Utilize department business systems to prepare reports and analysis, including financial dashboards in power-bi. 
•    Monitor budget and expenditures and perform variance analysis. 
•    Analyze financial data to identify trends, insights, and priorities for further action, including identifying opportunities for cost savings.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: February 10, 2026