Client Quarterly Business Review Q#-2019

Month ##, ####

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• Org Chart 2019• Performance Review• Observations & Trends• Innovation• Wrap up and Actions

Agenda

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Attendees

Xerox - Lead Service Delivery Manager, PSXerox - Service Delivery ManagerXerox - Account General ManagerXerox - Client ManagerXerox - MPS SpecialistXerox - Onsite Docucare Associate

Client - Materials ManagerClient - Facility Chief Information OfficerClient - Alternate Facility Recalls CoordinatorClient - IT Specialist

Client Name

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Program Performance Review

MPS Contract & Program Performance

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Xerox MFDs Metrics Target Result

Device Uptime (3 month rolling average)Break-Fix Response Time Break-Fix Resolution Time

95%95%95%

99.44%99.86%92.36%

Program Highlights

Key Metrics

130,159Gals of

Water Saved

Xerox Devices

Non Xerox Devices

206598

2.1M 2M 75,141

Xerox

Non Xerox

Non Xerox total Volume Total B&W Volume Total Color Volume

Non Xerox total Volume Total B&W Volume Total Color Volume

3.2M 2.2M 953,708Xerox

Non Xerox

208 242 655 Proactive Tickets Reactive Tickets Cancelled Tickets

87 170 210Proactive Tickets Reactive Tickets Cancelled Tickets

Observations & Trends

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2018 – Q1 Volume Trend

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Key Messages:• Total Q1 B/W Volume for NX & Xerox – 4,299,139 • Total Q1 Color Volume for NX & Xerox – 1,028,849

Xerox DevicesComparison Q1 2017 - 2018

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Key Messages:• Black and White comparison between 2017 – 2018. Usage increase 39.14%• Color comparison between 2017 – 2018. Usage increase 55.73%

Non Xerox DevicesComparison Q1 2017 - 2018

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Key Messages:• Black and White comparison between 2017 – 2018, decrease for 16.30%• Color comparison between 2017 – 2018, increase for 42.83%.

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Incidents Detail

HD Incident Dashboard

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Key Messages:

• 41.73% of incidents were Proactive • 58.27% of incidents were Reactive

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Key Messages:• 202 break fix incidents were reported in Q1–2018 (32.42%).• 505 supplies incidents were reported in Q1-2018 (67.58%).

Top 5 Problem Types Q1 2018

Problem Type Description

Accy. Issue: One of the accessories is faulty Consumable Issue: Waste Container Damage: Supply part damaged Device Fault: Device is showing an error code Device Offline: Functions of the device are offline Environmental Issue: Noise or abnormal smell from the machine. Equitrac: Equitrac issue/fault Fax Issue: Fax is not working Job Acctg: Error reporting job accounting information Mobile Print: Error using mobile print Output Quality: Print quality has streaks or other marks Paper Jam: Paper Jammed in the document travel path Scanning Issue: Scanning function is showing an error Server Issue: Server offline Spare/Shelf Stock: Missing or out of an supply item. Supplies Empty: Supply items is empty, needs replacing Supplies Low: Supply items threshold is reached, not

empty as yet Supplies Missing/Fault: Supplies missing

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Key Messages:• The most common problem type has been Supplies Low.

Problem Types YTD - 2018

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Utilization

Most Utilized - Xerox PrintersTop 10

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3 Months

6 Months

12 Months

Most Underutilized - Xerox PrintersTop 10

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3 Months

6 Months

12 Months

Most Utilized - NX PrintersTop 10

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3 Months

6 Months

12 Months

Most Underutilized - NX Printers Top 10

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3 Months

6 Months

12 Months

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Incidents Response

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More than 2 incidentsBreak Fix

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More than 10 incidentsSupplies

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Uptime Performance

Key Messages:• Uptime has been above the SLA target for over the quarter

Uptime Performance Xerox Machines

Next Steps & Improvements

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Xerox/Dorn VAMC Open Items

25 January 5, 2016 Xerox Confidential

IssuesOn Target At RiskIn Progress Complete

Key

Action Lead Target Date Status Comments

Wrap Up & Next Steps

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Meeting Date Time Notes

Next Steps Actions

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2. 2.

3. 3.

4. 4.

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