Managed Print Service 3

Multifunction Devices and Printers State Purchase Contract (MFPD SPC) Managed Print Service Frequently Asked Questions

Contents 1.MANAGED PRINT SERVICE

2. What is Managed Print Service (MPS)? Means the Services specified in the Specifications, including the provision of: a. Hardware (MFDP) b. maintenance, update and replacement of all MFDPs; c. the supply of after-delivery printer components such as printer cartridges; d. print and usage audits which are able to monitor and report on the printing activities on an MFDP irrespective of manufacturer make or model; e. device usage training for end users; f. reporting mechanisms to maximize device utilization and performance; and g. end of life device disposal.

3. What are the benefits of MPS? The benefits are multiple, they include:  reduce Departments and Agencies (D&As) ownership issues (eliminating costs associated with repairs, maintenance, upgrades, etc).  reduce print output costs  improve service quality.  guarantee to meet D&As business needs  reduce energy consumption. and  improve security. The new arrangement has the capacity to allow users to use secure printing which allows their printing to remain confidential.

4. Are D&As locked into a specified term or minimum number of copies? There are no contract periods or minimum number of copies. D&As can terminate an agreement at any stage without penalty.

5. Who is mandated to use the MFDP contract? The MFDP SPC is mandated contract to be used by those D&As captured under the scope of the Victorian Government Purchasing Board. The VGPB’s policies apply to:  government departments;  the Victorian Public Sector Commission; and  those offices or bodies specified in section 16(1) of the Public Administration Act 2004 6.CLICK RATES AND CEILING PRICES

7. What is a click rate? Click rate prices exclude supply of paper, staples and other types of media. This is the rate charged per impression (regardless of it being A3 or A4) and includes hardware, maintenance, printer cartridges, reporting, training, Help Desk and disposal.

9. Is there a difference in printing in colour vs black, or A3 or A4? There is one click rate for colour and a separate one for black. There is no difference between A3 or A4 printing.

10. Are click rates fixed for the contract duration? Once an audit is conducted and click rates are negotiated and agreed to, those click rates will not change/vary for the duration of the contract (i.e. no CPI increase etc).

11. What is a ceiling price? Click rate pricing under the SPC is set as a ceiling price. This means that the suppliers cannot charge over and above what is quoted in their respective price books for the SPC duration.

12. AUDITING

13. Our entity owns multiple devices with various vendors and need to take the time to do a thorough assessment/audit which will include reviewing other manufacturers. Does this disqualify us from leveraging off the SPC? No. We encourage entities to adequately analyse their current stock. The MFDP SPC is a new arrangement which incorporates Print as a Service model. Suppliers can assist by performing an audit on your behalf and provide a tailored solution.

14. Our entity has a combination of leased purchased MFDPs across a number of locations/floors/and regional jurisdictions. What advice can you give to tackle this? The transition to the new Print as a Service model does not need to be undertaken in a sweeping manner. Staged approach may be implemented. For example, if a number of leased MFDPs do not expire until next year, an audit undertaken by the new Panel members can be organised prior to the expiration of said MFDPs. The process for establishing the baseline of existing costs and volumes will be agreed by the relevant entity and may be based upon different levels of assessments ranging from the use of automated tools, physical floor walks and the use of ‘secondary research’ in order to provide a view on current costs and opportunities for savings.

Information gathered about existing Equipment should include: model and age, configuration and utilisation details, location and space requirements and network connectivity information.

15. What is Buyback? Average buy-back value has been estimated based on age of device, estimated value based on current market rate (net book value) and anticipated expiry date The buyback estimated price calculated represented one year’s value of that device capped at 3 years. Devices older than 3 years have been deemed to have no market value.

16. My preferred supplier is not on the SPC Panel, can I still engage them to do an audit? No. The three suppliers are Konica Minolta, Fuji Xerox and Lexmark have been appointed through a thorough selected process.

17. What is the maximum distance from my work area to an MFDP? Based on site needs and layout, MFDPs will be assigned in a way that no worker will walk more than a specified/agreed distance to use an MFDP.

18. We have multiple devices and the supplier is offering us a better price than what is listed on the contract. Does the contract allow this? All contract pricing are maximum (ceiling price) and suppliers cannot charge more than what is given in the price book.

19. Who manages our entity's existing fleet? If and to the extent specified in a Purchase Order Contract, the Supplier will buy-out, purchase or otherwise obtain legal, financial, operational and management responsibility for that entity’s then existing fleet of legacy Equipment, software and infrastructure until the end of its useful life, following which the Equipment must be disposed of by the Supplier and new Equipment Installed subject to the entity's needs.

Equipment ownership arrangements will be subject to any transfer of ownership or lease novations agreed with an entity. If specified in a Purchase Order Contract, the Supplier will be required to (re)finance, support or maintain existing equipment on behalf of the entity, including any existing warranties or maintenance contracts.

20. What happens if our entity wants to retain their existing devices? Most entities will operate successfully under a conventional arrangement in which none of the print infrastructure is owned or leased by entity. However, some entities will prefer to own critical and/or special purpose devices, or to retain ownership of some existing devices until such time as those devices are replaced by Supplier owned devices. 21. Who incurs the costs of the assessments/audits? All costs and expenses incurred by the Supplier with respect to the audit and discovery assessment including the use of automated tools, conducting physical floor walks and the costs of equipment socialisation shall be borne by the Supplier in full.

22. How often will equipment be refreshed? Equipment refresh will be undertaken on a needs basis to meet the SLAs of the contract.

23. SOCIALISATION

24. Who pays for the socialisation? The suppliers bear the costs of socialisation with CenITex (any Department-specific socialisation will be subject to independent discussion).

25. CONSUMABLES

26. How is maintenance and toner monitored? How do we order toners? MPS allows your work environment to run more efficiently. MPS allows suppliers to automate service requests which monitor priority response relating to ongoing MFDP consumables including toners and serviceability using the MFDP's software following access via the D&As’ firewall. If the suppliers are not given access through the firewall, a D&A representative will receive an email notification form isolating the MFDP with the service and maintenance required. That representative will then need to organise maintenance/toner via the internet or phone.

27. SOLUTIONS

28. If I am printing a document that requires confidentiality, is it possible to print a document securely? Yes, a tailored solution can be provided like Secure Printing/Follow Me Print.

29. What happens if my D&A’s needs change? The SPC has capacity to revisit the needs. The tools/solutions provided can be scaled up or down, or add to existing devices when needs change.

30. ADMINISTRATION

31. Will training be provided in using the MFDPs? The Supplier will provide suitable training to provide the end users with a basic level of competency and ensure that Purchasers are utilising the new Equipment and Services as efficiently as possible. This may include:  organise and conduct initial training for new Equipment (where necessary);  organise sessions for bulk training of end users;  provision of training for use in the Equipment and any new software requirements;  provision of customised and/or proprietary manuals or similar documentation;  provide ad-hoc desk side support within resource constraints;  conduct skills gap analysis of end users and provide the relevant gap training;  provide a full complement of training on digital workflow and equipment relevant to the system, and  provide initial training of required staff in the establishment of the MFDP Services.

33. CONTACT DETAILS

Department of Premier and Cabinet

Primary contact Michael Kony, Senior Manager, Whole of Government Technology Procurement Group T: +61 3 9651 9923 or +61 418 128 409 | E: [email protected]

Secondary contact James Isherwood, Manager, Whole of Government Technology Procurement Group T: +61 3 9651 8073 | E: [email protected]

Fuji Xerox Craig Rodgers, Sales Manager T: +61 406 345 683 | +61 3 9246 3202 | E: [email protected]

Konica Minolta Michael Byrne, Manager Corporate Government and Education T: +61 417 495 553 or +61 3 8699 0711 | E: [email protected]

Lexmark Rory O’Dowd, Executive Account Manager T: +61 412 541 162 or +61 3 9473 3127 | Email: [email protected]