Serviceinnovationdrives efficientprintstrategy LondonBoroughofNewham LocalGovernment LondonBoroughofNewham–CaseStudy Serviceinnovationdrives efficientprintstrategy SummaryofKeyBenefits managethefleetof47networkedMFDs proactive,pre-emptivemaintenance A Canon remote access solution has atDockside.Weneededavarietyofskills procedures. spreadacrossvariousICTteams,butoften delivered major benefits to London iWMCisaweb-basednetworkdevice theonlywaytoresolveMFDdowntimewas Borough of Newham (LBN) and its fleet managementsolutiondesignedtoreduce byphysicallygoingtothedeviceinquestion of multi-functional devices (MFDs). Two thetotalcostofownershipofMFDsand toidentifytheproblemsandthentryingto staff now support the 140 colour and ensuremaximumuptime.Itenables black and white MFDs, the ‘first time fix’ rectifytheproblemifpossible.Oftenthe administratorstomonitor,manageand rate has increased by 30%, and rebooting problemswererelativelystraightforward— controlmultiplenetworkedMFDsacrossan the fleet now takes just 6 minutes instead paperjams,coversleftopen,orincorrect organisation,accessingdeviceinformation of almost 7 hours. The solution also PINs,forexample—andICTcouldhave inrealtimeandmonitoringindividualMFDs provides vital data about the role of print toldusershowtosolvethemwithasimple constantly.iWMCsendsnotificationalerts within the Council, helping management phonecall.Itwasn’tthemosteffectiveor tospeedresolutionoferrorssuchaspaper determine its future print strategy. efficientuseofourstaff’stime. jams,opencovers,etc.Thestatedcustomer benefitsweremanyfewerservicecalls, Overview “Remotediagnosticsandmaintenance technologyiscommoninIT,andwe significantlyreducedadministration,and The London Borough of Newham is the believedthatasimilarapproachcould muchmoresatisfiedusers. 15th largest of London’s 32 boroughs. deliversignificantbenefitstoourprint Located just three miles from the City ROSKwasinstalledbyCanononeachof operation—forexample,improveouruser of London, Newham takes in much of LBN’sMFDs.Itisaremoteaccessutility experiences,increasestaffproductivity,and London’s revitalised docklands and is thatmirrorsthedevicecontrolpanel’s ingeneralmakebetteruseofstaffresources home to London City Airport and the ExCel functionalitytoallowbothseatedand andMFDuptime.Inaddition,weknewthat international exhibition centre and, of remoteuserstooperatethedevice.InLBN, wecouldthenbetterunderstandthetrends ROSKenabledTAGtoremotelyinteractwith course, was one of the host boroughs for inourprintusage,whichwouldultimately MFDsexactlyasCanonserviceengineers the 2012 Olympic and Paralympic Games. helpusshapeourfutureprintstrategy.” wouldifon-site,performingmaintenance LBN’s 254,000 residents represent the andadvancedfaultdiagnostics,including UK’s youngest, most diverse population: Solutions upgradingdevicesoftwareandfirmware. over 40% are aged under 40 and over 100 Whatwasneededwasasolutionthatgave languages are spoken in the borough, boththeICTdepartmentatDocksideand ThecombinationofiWMCandROSK from Albanian to Zhuag. Canon’sTechnicalAssistanceGroup(TAG) transformedtheserviceoperationatLBN. Thiswasachievedbyprovidinganenhanced The Council’s headquarters at remoteaccesstothefleettomonitorthe statusoftheMFDstopre-emptandsolve ‘firstlineofservicesupport’thatenabled Dockside, opposite London City airport, theICTteamtorectifymanyproblems accommodates in excess of 2,000 back problems.Ideally,thesolutionwouldalso provideICTwithdataonLBN’sprintusage. independently.ExplainsGarySussex: office staff. LBN has been a Canon “BecauseourICTteamcanseewhich customer for almost 20 years. In addition Throughtheinitialscopingphase,several devicesarebeingused,what’sbeingprinted to a central internal print facility, across factorsemergedthatmadeLBNfertile andeventheerrormessagesontheMFD the borough it operates over 140 Canon groundforsuchasolution.First,asa display,wecaneitherresolveproblemsover colour and black and white MFDS, 47 of longstandingcustomer,therewasan thephoneorsendaBSGassistanttothe which are distributed over nine floors at establishedpartnershipbetweenLBNand MFD.Wecanalsoidentifypotentialsources Dockside. LBN manages the fleet using Canon.Second,thewayLBN’sICThandled ofdowntimebeforetheyevenhappen,and Canon’s document accounting solution, servicerequestssuitedtheimplementation headthemoff—forexample,byidentifying uniFLOW, which controls fax, print and ofanewremoteservicemodel.Users whenamachineisabouttorunoutoftoner scanning processes and allows the ICT whoencounteredproblemsfirsthadto andreplenishingitwithoutdisruptionto department to administer one system callahelpdeskintheICTdepartment,who users.Itmakeslifesomucheasier.” with one set of user accounts and one ifnecessarywouldthencontactTAGfor database. assistance.Inaddition,dedicatedinternal WheretheICTengineerorBSGassistant FacilitiesManagementstaff—designated cannotresolveanissue,heorshecalls Challenges theBusinessSupportGroup(BSG)—were TAGandseniorCanonengineersthen Likeotherlocalauthoritieswiththetax on-sitewithineachserviceareatoactasa useROSKtoaccessmorein-depthservice payingpublicastheirkeystakeholder ‘firstlineofsupport’andavailabletocarry modeswithaviewtoeither‘remotefixing’ andshrinkingbudgets,LBNneededto outinstructionsfromTAGifnecessary. theproblemorestablishingforcertainthe cutcostsandincreaseefficienciesasan needforafieldvisitandidentifyinganyparts TheimplementationinvolvedCanon’s organisation.GarySussex,Newham’sICT thatarerequired.Asaresult,the‘first-time iWManagementConsole(iWMC)and ServicesManager,explainsthattheCouncil’s fix’percentagehasimproved,because RemoteOperatorSoftwareKit(ROSK). internalprintprocesseswereanareawhere engineersarrivepreparedwiththeexpertise Together,theseprovidedtheBSGandTAG improvementscouldbemade,particularlyin —andtheparts—togetmachinesupand withappropriatelevelsofremoteaccess servicesupport.“Thesupportrequirements runningquickly,withbigbenefitsforboth toMFDstoidentifyfaults,remedythem LBNusersandCanon’sserviceteams. werespreadoverateamof20staffto wherepossible,andevencarryoutcertain LondonBoroughofNewham–CaseStudy Achievements anengineeralmostsevenhours—that’san “ Rebooting involved resetting TheservicemodelatLBNdemonstrates entireworkingday!,”hesays.“Now,after each device individually, remotelyrebootingthefleetusingiWMC, that,whenusedinconjunctionwithtrained which at ten minutes per operatorsandacustomer’sinternalICT jobsappearimmediatelyintheprintqueue. department,theiWMCandROSKsolution Intotaltheprocesstakessixminutes.” MFD would take an engineer delivershighlyeffectiveandefficientservice Infact,sosuccessfulwastheiWMC/ROSK almost seven hours. Now, supporttotheendusers. solutionthatitwasextendedbeyond after remotely rebooting the ForLBN,amongthemostsignificant DocksidetotheCouncil’sentireMFDfleetof fleet using iWMC in total the benefitsweretimesavingsandgreatly 140-plusmachines. process takes six minutes ” improvedproductivity,asGarySussex Anothermajorbenefitwasthedata,andin explains.“BeforeiWMCandROSK,ifour effecttheintelligenceGarySussexandhis on-siteteamcouldn’tresolvethematterand teamcannowapplytotheprintfunction theMFDhadtobetakenoff-line,wecould withintheCouncil.“Thisinformationis faceupto24hoursofdowntimewhilethe priceless,”saysGary.“UsingiWMCand callwasplacedtoCanon,anengineervisit uniFLOWwecanallocateandrecover wasbookedandtookplace,andactionwas printcostsfromeachcostcentre,which taken.Ifanewpartwasneeded,theMFD streamlinesthebudgetingprocessfor couldbeoutofactionforlonger.Inthe bothICTandthecustomer,andatrue caseof‘mission-critical’devices,suchas understandingofhowweprint—who’s colourMFDs,theinconveniencecouldbe printingwhat,where,andhow—allows considerable. managementtodetermineourfutureprint “ThankstothecombinationofiWMCand strategy.Forexample,knowingtheprint ROSK,wehavereducedtheICTstaffrequired usagebothinourinternalprintfacilityand tomaintaintheMFDfleetatDocksideto onthedistributedMFDsmeanswecan two,whoinadditionnowsupportthewhole implementajobticketingsolutionthat 140-strongMFDfleet,allowingtheprevious routesprinttotherightprinterforthejob.In stafftoconcentrateondeliveringotherkey fact,inmanywaysiWMCanduniFLOWis ICTprojects.Now,ifafieldvisitisrequired, ourprintstrategy.” theCanonengineerscanexecutein-depth Inafurtherdevelopment,GarySussexand serviceroutinesremotely,andestablishin histeamatthisinnovativeICTdepartment advancewhichpartsareneededtocomplete cannowcombinetheprintdatagenerated therepair.Our‘firsttimefixratehas byuniFLOW,iWMCandROSKwithdatafrom increasedby30%.” othercomponentsoftheICTinfrastructure, Asthemoststrikingexampleofimproved includingthetelephonesystem.Thisgives machineuptimeGarycitesthoseoccasions thedepartmentaviewintohowemployees whentheentireMFDfleetatDockside useICT,evendowntoestablishingan willberebooted.“Previously,rebooting ‘ITcost-per-employee’.SaysGary:“This involvedresettingeachdeviceindividually, intelligencereallymeanswehaveachieved whichattenminutesperMFDwouldtake thecoreobjectivesofthisimplementation.” “UsingiWMCanduniFLOWwecan allocateandrecoverprintcostsfrom eachcostcentre,whichstreamlinesthe budgetingprocessforbothICTandthe customer,andatrueunderstandingof howweprint—who’sprintingwhat, where,andhow—allowsmanagement todetermineourfutureprintstrategy.In fact,inmanywaysiWMCanduniFLOWis ourprintstrategy.” Gary Sussex ICTServicesManager LondonBoroughofNewham Canon Europe Ltd Canon (UK) Ltd Canon Ireland 3TheSquare Woodhatch 3006LakeDrive StockleyPark Reigate Citywest Uxbridge Surrey Saggart Middlesex UnitedKingdom CoDublin UnitedKingdom RH28BF Ireland UB111ET Tel:+441737220000 Tel:+35312052400 Tel:+442085888000 Fax:+441737220022 Fax:+35312052525 Fax:+442085888001 www.canon.co.uk www.canon.ie www.canon-europe.com.