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Print Management Services FAQ

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OVERVIEW

PROGRAM ENROLLMENT

EQUIPMENT AND TRAINING

PROGRAM EXCLUSIONS

OVERVIEW

Overview

When will the UCSF PrintSMART program go live?

When will the UCSF PrintSMART program go live?

Go Live is July 1st, 2017

What is Print Management Services?

What is Print Management Services?

In the past, we have had to utilize multiple vendors in order to fulfill UCSF Health’s network and desktop printing needs, making the management of these devices and services challenging and not always the most cost effective choice. UCSF Health, under the UC Health leveraging scale for value initiative, has awarded Print Management Services to Ricoh for 5 years. Ricoh will be managing the service, consumable supplies and devices for the UCSF Health Center. The UCSF PrintSMART program offers a significant overall cost and energy savings to the UCSF Health. These savings, along with the opportunity to introduce new technology while significantly reducing our carbon footprint, prompted UCSF Health in moving forward with Ricoh as the UCSF PrintSMART vendor. With the UCSF PrintSMART program, UCSF Health will be able to utilize Ricoh’s technology and expertise to reduce hard costs, provide a stable and consistent support system, and reduce the use of nonrenewable resources. These initiatives are consistent with the University of California goal to be carbon neutral by 2025.

What is UCSFPrintSMART?

What is UCSFPrintSmart?

UCSF PrintSMART is a branding campaign for Print Management Services at UCSF Health to bring campus- wide, consciousness and excitement to document creation, output and distribution practices.  UCSF PrintSMART is for:

Secure printing and document workflow

Money savings

Administrative efficiency

Reduction in carbon footprint

Time savings

What does the UCSF PrintSMART program include?

What does the UCSF PrintSMART program include?

UCSF PrintSMART program includes:

  • Equipment including multi-functional devices (MFPs/MFDs) and printers
  • Supplies, including staples. Paper is not included
  • Preventive maintenance and parts
  • Guaranteed service level response times of 2 hours response and resolution or loaner placed in 8 business hours
  • Detailed account usage and simplified billing process
  • Single contract for increased efficiency in managing contract terms and conditions

What type of equipment is included in the UCSF PrintSMART program?

What type of equipment is included in the UCSF PrintSMART program?

  • UCSF Health-owned printers and multi-function devices
  • UCSF Health-leased Ricoh printers and multi-function devices

Exclusion: UCSF Campus Devices are NOT included at this time.

5. What devices will be supported for the first 12 months and phased out? How will they be supported in the interim?

What devices will be supported for the first 12 months and phased out? How will they be supported in the interim?

Devices to be phased out:

  • Local and Non-Networked devices (Inkjet printers, and cost inefficient personal printers)
  • Standalone Fax Machines

These devices will be supported with the ability to order and get supplies during the first 12 months. This will NOT be part of the cost per copy program, it will be standalone ink/toner orders through the UCSF PrintSMART program. You can submit a request by calling the UCSF IT Service Desk at 415-514-4100 and a request will be generated and sent to the UCSF PrintSMART program.  Service and Repair for these devices will not be available. If they need service or repair the UCSF Print SMART program will do an assessment and recommend cost effective replacements for these devices.  Over the first 12 months the UCSF PrintSMART program will actively phase these devices out and replace them with cost effective alternatives.

6. How does the UCSF PrintSMART program benefit UCSF Health?

How does the UCSF PrintSMART program benefit UCSF Health?

The UCSF PrintSMART program benefits users in multiple ways.

  • On-site, Proactive Service and Support: Ricoh has on-site staff located on the UCSF Health Campus, equipped to handle any printer related issue that may arise. The Ricoh monitoring technology allows the UCSF PrintSMART team to view issues with networked devices, such as low toner or service codes (based on manufacturers’ parameters). By intercepting the issue early, Ricoh can dispatch a first responder to provide service, rather than waiting on a call from the user to report a problem with the device.
  • Reduce Overall Output Costs: Printing is one of the most overlooked and unmanaged expenses within an organization. It is also one of the most costly. The UCSF PrintSMART program will help UCSF Health continue driving down costs for printing by using Ricoh technology. During these challenging financial times, it is imperative for UCSF Health to adopt cost saving measures. Cost savings realized from your participation in the UCSF PrintSMART Program are retained at the cost center level.
  • Increase Productivity: Many users either have devices that are underutilized and cost too much or are over-utilized and need constant service. The UCSF PrintSMART program works to “right-size” the devices to ensure you have the proper equipment, with the proper features, to do the job in the most cost-effective and efficient way.
  • Security: Customers are concerned about confidentiality when they print. The Ricoh multi-function devices will have the ability to print securely. With the locked print feature enabled, your job can be retained in the print queue until you swipe your UCSF Badge or, at the device keyboard, enter the same username and password you use to access your email.
  • Sustainability: The UCSF PrintSMART Program will assist in advancing UCSF Health’s environmental and sustainability initiatives through the elimination of equipment that consumes high levels of energy and installing energy efficient print devices. Equipment default settings may be set to reduce energy & toner consumption and minimize paper usage. These are very important benefits that coincide with University of California’s goal to be carbon neutral by 2025.

7. Does my equipment have to be networked to be in the UCSF PrintSMART program?

Does my equipment have to be networked to be in the UCSF PrintSMART program?

To achieve benefits of the Print Management Services program, individual local print devices (non-network) will no longer be purchased or supported. When the program goes live Ricoh will support the current state for up to 12 months and will actively manage out individual local print devices in that time. If there is a business need for an individual local print device you can follow the exception process. Each exception request should first be escalated for approval by the Chief Administrative Officer (CAO) with authority over the user department to validate business need or required work process for such exception.

8. How much will we be charged for the UCSF PrintSMART Program?

How much will we be charged for the UCSF PrintSMART Program?

The program will consist of 2 things. Current Devices and Future Replacement devices.  Current devices will be supported and serviced on a cost per copy basis.

Printer cost per copy will be:

  • .0114 Black and White
  • .089 Color

Multifunction Device cost per copy will be:

  • .0069 Black and White
  • .043 Color

Future Replacement devices will be determined by an assessment of the UCSF PrintSMART team based on what is the best fit for your specific needs and can be purchased or leased.

9. What happens if a department's output requirements change?

What happens if a department's output requirements change?

If a department notices a substantial change in output needs such as volume, number of users, application changes, etc., please call the UCSF IT Service Desk at 415-514-4100. They will create a request and send to Ricoh to reevaluate the needs of the department and make appropriate equipment adjustments.

PROGRAM ENROLLMENT

PROGRAM ENROLLMENT

10. How do I get a new printer when this program goes live? How do I get an existing device added to the UCSF PrintSMART program?

How do I get a new printer when this program goes live? How do I get an existing device added to the UCSF PrintSMART program?

Please call the UCSF IT Service Desk at 415-514-4100 and a request will be generated and send to Ricoh.  Ricoh will gather details and do an assessment of your current print needs and move forward with the purchase of a new print device.  Ricoh has done an extensive inventory across the medical center and labeled as many print devices as they could with the following cover reveal label.

Once the program goes live on July 1st 2017 a reveal will be removed and the actual inventory label will be revealed and look like the following.

Ricoh most likely was not able to get 100% of all devices so if you have a device that does not have a sticker please call UCSF IT Service Desk at 415-514-4100 to generate a request to add your existing printer to the program.  Ricoh will gather details on these existing devices to add the device to the UCSF PrintSMART program. They will place the above tag on the device that will provide the number to call when service or supplies are needed. This tag will also include a unique 8-digit number that you will use going forward when placing those calls.  Once the program goes live the UCSF PrintSMART program will be the only way to purchase new print devices. The other purchasing mechanisms will be turned off. (CDWG, Office Max, Etc)

11. What criteria are used to determine the department's equipment needs?

What criteria are used to determine the department's equipment needs?

When placing hardware, Ricoh considers multiple factors to ensure the satisfaction of all customers. Although monthly volume is a major consideration, they will also evaluate other needs such as: speed, quality, finishing capabilities, ease-of-use, and paper handling capacity. Ricoh will also review the department's need to print from special applications to ensure that the appropriate device is specified.

12. What does the departmental assessment include?

What does the departmental assessment include?

You can also reach out directly to the UCSF PrintSMART team by call the UCSF IT Service Desk 415-514-4100. A Ricoh representative will reach out to schedule the assessment time that works best for your schedule.

It’s an easy two-step process:

1. ASSESSMENT: Based on the data collected during inventory of all current state devices, Ricoh will utilize print management technology to optimize the print environment and provide a comprehensive report of devices, utilization, and operational costs per device.

2. RECOMMENDATION: Based upon the current print inventory and assessment, Ricoh will provide alternatives for document print flow to maximize productivity and increase cost savings. This phase involves business process optimization. Ricoh will be working with each department to analyze current business processes to enhance productivity and efficiency.

13. I have security and compliance requirements. Will I lose those features?

I have security and compliance requirements. Will I lose those features?

All security and compliance requirements will be noted during the assessment and factored into the final recommendation.

EQUIPMENT AND TRAINING

EQUIPMENT AND TRAINING

14. Will equipment be removed from the department?

Will equipment be removed from the department?

In a continuing assessment of UCSF Health’s current printing environment, several areas of improvement were identified. Findings in the initial review revealed UCSF Health’s current fleet includes: too much equipment, the wrong type of equipment, and redundant layers of equipment. With this in mind, cost savings and workflow productivity enhancements can be achieved by skillfully balancing the ratio of equipment to users and matching equipment needs more effectively to the user base throughout the campus. Each department assessment will take into consideration the current printing environment and recommend cost savings and efficiency opportunities within the assessment proposal.

15. What if my department doesn't agree or understand the assessment proposal and wants to retain or add additional equipment?

What if my department doesn't agree or understand the assessment proposal and wants to retain or add additional equipment?

Based on the thorough assessment, you will be presented with the options that best fit your specific, departmental requirements. If your department has alternative suggestions or comments to compliment the assessment findings and proposed solution, your representative may contact the UCSF PrintSMART team discuss options and request clarification. Requests for print devices or services that are not in-line with the Print Management Services’ recommendation and objectives should submit a request for an exception.

16. What is the order and billing process after Ricoh presents me with a proposal for a leased multi-function device?

What is the order and billing process after Ricoh presents me with a proposal for a leased multi-function device?

Billing will be quarterly starting July 1st and the exact details of the billing and reporting are yet to be determined.

17. Will departments have to buy new equipment after we enroll in the program?

Will departments have to buy new equipment after we enroll in the program?

No, although existing equipment may be replaced with leased equipment from Ricoh, departments will not have to buy new equipment. All, service, maintenance and supplies (excluding paper) are included in the Managed Document Services program.

18. What happens to the current leased equipment?

What happens to the current leased equipment?

The current leased equipment will be allowed to expire. When the expiration of the lease of your current equipment is imminent contact the UCSF PrintSMART at 415-514-4100 to discuss your needs for a replacement device.

19. I just bought new equipment. What should I do?

I just bought new equipment. What should I do?

Once the UCSF PrintSMART Program goes live the devices that were tagged during the inventory process will have all the benefits of the program. If there is no Ricoh tag please call 415-514-4100 to add it to the program. Ricoh will assess the equipment and determine the best process to implement cost savings measures.

20. Will training be provided if I receive new equipment?

Will training be provided if I receive new equipment?

Ricoh will provide on-site training for all devices placed under the UCSF PrintSMART Program. If there are additional questions after your initial training, please feel free to contact the Print Smart team by placing a ticket to the UCSF IT Service Desk at 415-514-4100. Quick reference guides, tips and tricks and additional information will be available as well by contacting the UCSF PrintSMART Program at 415-514-4100.

21. Who should I contact for equipment service?

Who should I contact for equipment service?

If you need service for your tagged printer / multifunction device:

Provide the following information:

  • Ricoh ID number and device model
  • Brief description of the problem you are experiencing with the device
  • Your location and contact information.

Service issues will be escalated to the UCSF PrintSMART support specialists who will promptly respond to the request.

22. I have a print device in my department that is not yet a part of the UCSF PrintSMART program and my equipment needs servicing. Who should I contact?

I have a print device in my department that is not yet a part of the UCSF PrintSMART program and my equipment needs servicing. Who should I contact?

Contact the UCSF IT Service Desk at 415-514-4100 and they will be escalated to the UCSF PrintSMART support specialists who will promptly respond to the request.

23. What will the Ricoh’s response time be?

What will the Ricoh’s response time be?

Once contacted, Ricoh will provide a two (2) hour average response time. A Print Smart team member will provide a call to your area over the phone or in person to your area to diagnose the service issue.

Ricoh will provide an eight (8) hour average restoration time from the point of the call. Ricoh will ensure that you have the ability to print / copy your documents through redirection or resolution. Ricoh will provide a working replacement in your immediate area within 8 hours if a repair cannot be made within 1 business day. This excludes other contracted devices with other companies that have yet to be expired. (Lexmark & Xerox)

24. Who should I contact for supplies?

Who should I contact for supplies?

As part of the UCSF PrintSMART program, Ricoh is your “one-stop shop” for all toner and print supplies (not including paper). If you need to place a toner or supply order for your tagged printer / multifunction device, follow these steps:

Not included:

  • Paper is currently not included in the PRINT SMART program. Therefore, continue to follow your current process for ordering paper.
  • If your printer or multi-function device is under contract with any vendor other than Ricoh, continue to follow the current process for ordering toner and supplies, until your contract expires.
  • Toner will be delivered by a UCSF PrintSMART team member as follows:
  • On the UCSF main campus – within 8 business hours.
  • Outside of the UCSF main campus – 3-5 business days.

25. Are departments required to purchase extra supplies? Will departments be responsible for ordering, installing and tracking supplies?

Are departments required to purchase extra supplies? Will departments be responsible for ordering, installing and tracking supplies?

No. You will not be required to purchase any supplies. Ricoh will order, install and track all supplies associated with print devices that are a part of the program. All operational costs are included in the UCSF PrintSMART Program.

PROGRAM EXCLUSIONS

PROGRAM EXCLUSIONS

26. Are the label printers included in the UCSF PrintSMART program?

Are the label printers included in the UCSF PrintSMART program?

No. Label printers will continue to be handled by UCSF IT.

27. What about plotters and dot-matrix printers?

What about plotters and dot-matrix printers?

Plotters and dot-matrix printers are currently excluded from this contract. Users are to utilize their current process to purchase ink, toner, or other supplies for these devices as required.

28. Who do I contact for additional questions or information?

Who do I contact for additional questions or information?

If the answer to your question is not available here, please contact the Print Smart team as follows:

Issues will be escalated to the UCSF PrintSMART support specialists who will promptly respond to the request.

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