Goals/Objectives:
To provide a comprehensive Managed Print Services (MPS) solution to Arkansas State University-Jonesboro that will provide the following benefits:
- Help control and minimize the costs associated with printing documents across all campus areas
- Reduce and/or eliminate departmental administrative assistants’ and the IT support teams’ involvement with the management of the printer fleet, allowing them to focus on their core business objectives
- Streamline the number of vendors providing document technology supplies and services for greater consistency in pricing, programs, invoicing and support for printer and printing services
- Provide proactive maintenance and support for the printer fleet and end users, thereby increasing the reliability and lifespan of the printers while allowing users to complete their business processes without delay
Approach/Findings:
Four vendors were asked to participate and to provide solution proposals. Each took full month print volume samples directly from networked printers. Networked printers are shared by many. Individual printers connected to personal desktop computers were not evaluated. Some networked printers and copy machines are leased and/or do not fit the vendor scope to be managed and are considered Out of Scope. These Out of Scope devices remain as opportunity for further savings.
New Process:
Departments will call-in or email for printer repair work-orders and supplies. The vendor provides all technical support and labor delivering toner, maintenance kits, rollers, belts, parts, etc. to each area. Departments no-longer order toner or parts. Billing will be based only on actual number of pages printed each month. GovConnection, Inc. is the selected vendor partner and provides responsive service by skilled technicians. The technicians are measured on machine reliability instead of number of calls per day and, as a result, provide a superior level of service and support. Their First Time Fix rate ensures the uptime of our printer fleet with Next Business Day Maintenance Service that includes all parts and labor.