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Managed Print Services Overview

HP Managed Print Services

The Denali Managed Print Services program (MPS) is based on the HP Partner Managed Print Services program. An MPS program has two options: Essential Support (ES) and Perfect Support (PS). In general, The MPS program manages the service of all printers and MFPs on contract, including toner supply, break/fix repairs, problem diagnostics and troubleshooting, parts management, preventive maintenance services. We follow a simple, three-step process for managing and optimizing the printing environment: Step 1: Managing Printing There are no upfront fees associated with adding printers/MFPs to the MPS program. There are no minimum requirements for pages printed. You only pay for the number of pages you actually print on each printer/MFPs that is on the MPS program. It all starts with our MPS Specialist assessing the current printing environment to create a list of all the devices in the current environment, including: location, manufacturer, model, number of devices and page counts per device. They will work with administration to identify current printing costs, including: toner, services, repairs and parts expenditures. Also, during the first step, MPS will assist in raising the awareness with the end users, which tends to lead to behavioral changes in the printing environment. Our objective in Step 1 is to begin lowering the overall costs associated with printing. Step 2: Optimizing Environment Once the printing environment is in full management where we understand the end users usage patterns and the overall costs begin to decrease, we move to Step 2. In Step 2, MPS works closely with the IT staff to identify printing devices in the environment that are either being used ineffectively, are costly to operate, aren’t being used at all, or could be used better in another place.

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Managed Print Services Overview

MPS will develop a plan in Step 2 to remove devices that aren’t needed; reposition devices that could be used more cost effectively in another area; or replace devices that have exceeded their useful life. Our objective in Step 2 is the right-sizing, consolidation and purposeful balancing of printing devices leading to additional cost reductions. Step 3: Improving Workflow After achieving an optimized printing environment, we move to Step 3 and begin focusing on improving the actual document workflows. This step requires knowledge of the printing environment, the end users work patterns, and objectives of the organization. Through the process of Step 1 to Step 2, much of this information is gathered and analyzed. In Step 3 the development of rules based printing that enhances the productivity of the end users, leading to print job routing to the most cost effective printing device, becomes reality. A plan for effective electronic document management can be developed and implemented. The results are continuous cost reductions over time, as outlined in the graph below:

Overview of the MPS Essential Support Program

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Managed Print Services Overview

The MPS Essential Support (ES) program provides toner supply on demand. As part of the MPS ES program, an Account Manager is assigned to customer to maintain the printer inventory and manage the toner delivery. The Account Manager will prepare the quarterly reports. The features include: - Detailed printer usage reports - Departmental invoicing to easily distribute the service billing - Cartridges are shipped no charge - Cartridges are paid on a cost per page basis after shipped, no upfront charges

Overview of the MPS Perfect Support Program The MPS Perfect Support program (PS) is a comprehensive, end-to-end service. An overview of the MPS PS program follows. Dedicated Account Manager: As part of the MPS PS program, an Account Manager is assigned to customer and will monitor the day-to-day activities. The Account Manager will prepare the quarterly reports and conduct the Quarterly Business Review. Remote Monitoring of the Printer Fleet: Enabling Remote Monitoring brings a new level of visibility into your printer fleet. This practice allows us to document information about your print fleet, while the data collected feeds into our reporting tools. 2-Hour Service Response: The MPS PS provides a two-hour service response in the Greater Seattle market area, maintaining a 95% on-time service record. This component of the solution dovetails with our philosophy of; technicians arriving onsite, with the correct parts in-hand, and complete repairs on the first visit whenever possible. The result of this philosophy is minimized downtime. MPS is very proud of its 91% first visit fix rate in the greater Seattle area. Cartridge Delivery: There are two ways a toner cartridge can be ordered for replacement: 1) if the remote monitoring software is enabled, we will monitor for toner out alerts and automatically order replacement cartridges; 2) an end user can also call the dispatch number and request the delivery of toner cartridges. In the greater Seattle area, our technicians are notified any time there is a cartridge that needs to be replaced. Our technicians will arrive onsite and exchange the cartridges. During this service visit, the technician conducts vital preventive maintenance and cleaning, watching for worn parts and often providing service before smaller problems turn into a break/fix service call. Lifecycle Management Consulting: As part of our Optimization Assessment, we will locate,

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Managed Print Services Overview

document and analyze all print devices and compare usage against utilization guidelines provided by the printer/copier manufacturer. We will also review employee needs in each department. Based on this combined approach, our Account Manager will be able to make recommendations to replace devices reaching end of life that will best meet all your printing needs. Once both parties have a better understanding of the particular needs and demands of the current device being replace, we will make an educated recommendation for KCDA to purchase. FMAudit Remote Monitoring Software FMAudit collection system is a robust, industry leading, data collection agent. MPS leverages the FMAudit application, providing proactive monitoring of your printer fleet. For non-networked, or printers connected directly to a PC, a PC Client module can be loaded onto each PC with a direct connected printer. FMAudit will capture the printer data through the PC connected to the network. Customized Invoicing Using the FMAudit software, MPS will provide monthly electronic invoicing detailing location of device, device identity, prints utilized, color-black and white separation, and audit capability functions for customer to verify invoice. Invoices can be organized as the KCDA member desires – by group, department, business unit, etc. Invoice delivery options include a tailored Excel spreadsheet or formal invoice statement, or both. It is our standard practice to generate and send quarterly invoices. The invoice tailoring and frequency of invoicing can be established during project launch activities. Quarterly Business Reviews Participating in a Quarterly Business Reviews (QBR) to review the current status of the program is a standard service offering from Denali MPS. The meetings will include present and future needs of the program, uptime guarantee, cost savings, recommended initiatives and customer service performance. The MPS PS Team Lead, Ben Allan, will work closely with the KCDA liaison to schedule the QBRs in advance. Together, they will identify key people from each team to participate in the QBR. As a standard practice, MPS PS prepares several reports for each QBR that outline:

FMAudit Report - Details and summary of the printing volume and printing types for each managed device to identify present and future needs of the program;

Utilization Report – actual device volume compared to manufacturer’s recommended printing volumes assisting in recommendations for optimizing device placement with the objective to increase cost savings and continuously lower the cost of printing;

Problem Printer Status – a list of devices that required multiple visits in a month that identify devices that are at risk for not meeting the uptime guarantee and also devices that may need to be replaced;

Call Data Report – actual monthly service call metrics for all calls opened and services provided outlining the actual customer service performance in key categories.

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Managed Print Services Overview

Visit us at: www.kcda.org kcda.denaliai.com

Technology Infrastructure We have an extensive internal structure with several technology tools that have enabled cost-savings measures supporting ongoing growth without exponential increase in overhead or headcount. All internal systems are highly tailored to allow maximum flexibility to meet the unique needs of our clients. These technology tools include:

Service Vans with Optimized Inventory Each van is GPS enabled and stocked with approximately with $15,000 to $20,000 in toner, supplies and parts. Warehouse personnel and technicians learn to optimize the inventory in each van to meet the unique needs of each territory. Dispatchers can quickly identify the van to dispatch with the right part that is most readily available.

Coordinated Inventory System Service vans are considered an extension of our warehouse. Inventoried items are shared across territories when needed.

Technician PDA Technicians have access to all internal systems and service resources: The technicians carry a fully-loaded PDA with data input requirements for each activity. Break/fix resource information is available at their fingertips. Active communications between technicians and Dispatchers provides fast and efficient communication.

How To Start? Getting started is as simple as contacting the Denali KCDA Corporate Account Manager to arrange a mutually agreeable time to meet and begin the assessment of the current printing environment. The MPS PS Team will lead the process towards continuous reductions in printing costs. Contact MPS PS: Barry Kenney Corporate Account Manager Phone: 425-943-5579 Fax: 425-671-0662 bkenney@denaliai.com