The Outcome
The fleet of devices was rolled out within a tight timeframe only six weeks in accordance with the Trust’s deadlines. Following installation, Apogee’s Professional Services team carried out an audit of all other sites and were able to put forward a compelling business case for the Trust to move to a fully outsourced Managed Print Service. As part of our proposal we included a “Follow-Me” print solution for general areas of the hospitals to assist with their secure print aspirations.
In 2014 Barts Health joined with Whips Cross and Newham Hospitals and as part of the novation into the existing contract, a technology refresh was completed. By this stage we had created an onsite support team of five engineers who between them, were looking after over 2,000 devices.
The Trust went out to tender in 2018 looking for a technology refresh and to introduce secure print release on non community MFDs. The Trust decided to re-award the contract to Apogee and we were keen to further develop our partnership. We introduced a fleet of HP LaserJet devices which were easier to use than the legacy fleet and provided full interoperability with our remote monitoring software.
A 'Print Detective' from Apogee was implemented and utilised to speak to the individual departments and gain an understanding of their current workflows, print, and document management and we were able to drive a cost saving of £100k saving from the Trust’s operating expense.
The Trust is benefitting from exceptional uptime and full integration into their own IT helpdesk and internal logging system called Infra was working well as per the below process:
- End user raises a call with the helpdesk
- The call is passed to our onsite engineers. Mobile technology allows them to quickly see the calls, monitor and prioritise
- Once resolved, the calls are then cleared down.
2018 Service Highlights
Number of machines: 2151
Average Response Time: 3:32
First Time Fix %: 98.2%
Overall Uptime: 99.6%
To combat issues surrounding toner and consumable reordering, Apogee introduced automated consumable management via software and our onsite engineers managed all consumables for the Trust. The onsite team now have a vast amount of experience of working with the Trust and are seen as part of the organisation.
We now have a thorough understanding of the Trust’s processes and workflows which has enabled us to build a solution tailored and bespoke to their organisation. The service has dramatically improved the effectiveness and efficiency of the Managed Print Service as a whole.
Benefits of re-awarding to Apogee for second contract term
- Bespoke toner replenishment system continues to ensure reduced downtime
- No part of the service is outsourced
- Longevity of the service means that the Trust knows how the service works and the cost of change would have been very high
- Cost saving on the technology refresh due to rationalisation
