Charta Porta Service Offerings for MPS November 2017 Paul Martin Consultant Charta Porta Ltd paul@chartaporta.com 07496 862279
Confidentiality Notice Charta Porta rights of intellectual property are applicable to the document contents. The information contained herein is for the exclusive use of the intended recipient and this document, or its parts, cannot be passed to third parties without the written agreement of Charta Porta Ltd
Introduction The purpose of this document is to introduce our company to yours and to provide a breath of fresh air to the current supplier centric approach of Managed Print Services. Born out of client demand, Charta Porta is an IT consultancy that helps organisations in the private or public sector navigate their way through the world of technology. Providing a truly independent and impartial service. Charta Porta speak Technology Fluently to its clients. Providing advice and services across many areas within the technology stack. This document focusses on the value Charta Porta can bring when you are considering your printer / MFP environment. We are a new company, however, we come with a long and rich heritage in the print space. Mark Schroeder Mark is passionate about helping customers understand and embrace the power of technology to effect change. With over thirty years experience participating in the evolution of digital information management, Mark brings that experience and pragmatism to every customer engagement. Projects have included PPI processing systems for a large bank, Document Management systems for the NHS, and Record Management and imaging systems for Local Government. Right now, Mark is excited to be working with a team who re developing a Universal Document Engine, capable of understanding and processing every document presented to it using unique AI capabilities. Paul Martin Poacher Turns Gamekeeper With over 20 years experience providing print and MPS solutions, Paul has a unique insight into what good looks like when supplying an MPS solution. Paul has provided MPS to some of the most prestigious and recognised firms in the UK Linklaters LLP Global Contract covering 22 countries, >1000 devices (the first ever global print contract for a legal firm) Herbert Smith Freehills LLP Global Contract covering 19 countries, >1000 devices Hogan Lovells UK contract, 125 devices EE UK Contract, >1000 devices CBRE Global Contract Global Contract covering 30 countries, >1700 devices Veolia Environmental Services Pan European Contract >2000 devices And many more. By turning Gamekeeper, Paul can give you the suppliers perspective, cut through all the jargon, share with you the art of the possible and can support you though all stages of the tender process.
Ian Halliwell Ian is an accomplished and skilled professional who brings strategic thinking and growth experience in both the private and public sectors. He has the expertise to transform company s business at all levels and is experienced and comfortable working in both the corporate and SME sectors. Ian has a proven track record of exceeding budgetary and operational goals and a demonstrated ability to increase revenue in competitive markets. He has directed cross functional and multi skilled teams such as customer care, credit control, IT and channel managers. Establishing strategies and methodologies for future company growth and ensuring the consistent use of business enhancing technologies. Ian has headed the development and growth of a multi-million-pound Telco business from a team of two to over one hundred staff. Supporting the company through formulating IT strategy and delivering leadership and strategic direction. Ian is committed to establish business, people and oneself and relishes collaboration and the transfer of knowledge.
Charta Porta Value Our unique, independent and unbiased approach ensures that an organisation wishing to implement an MPS gets the right solution to meet their specific requirements. We can help you understand your current position and define your requirements. We can support the procurement of the MPS including supplier selection. We can lead the deployment using our project and change management expertise. We can assist with on-going contract management and continual service improvement. We consider all elements of your printing eco-system. In summary, we can support you through the full lifecycle of your MPS engagement to ensure you gain the maximum benefits and return on investment.
Services Charta Porta can provide help, support and guidance at all stages of the contract lifecycle, from a single day to facilitate a requirements definition meeting through to full contract support. We have developed a comprehensive MPS Best Practice Model based on the ITIL lifecycle and can provide services that support the following areas: Service Strategy Service Design Service Transition Service Operation Continual Improvement Program Within each area we offer a fully bespoke service that is unique and focussed on each client s needs. Service Strategy Many organisations embark on the procurement of an MPS without having an agreed Print Strategy. We consider the printing infrastructure to be a strategic asset and it should be managed as such. Without a clear, defined and agreed strategy how can an organisation be sure of what they want the MPS to deliver, ensure that it supports the overall business objectives and is aligned with their technology strategies? Charta Porta work with key stakeholders to support the development of a Print Strategy that is aligned to the business and will deliver significant and relevant benefits. Our consultants speak the language of business, of IT and of print. We can provide: 360 analysis of the business including business strategy and technology alignment Operations and process review Strategic roadmap development Recommendations for monitoring progress To support the development of the service strategy, Charta Porta deliver assessment, analysis and advice based on the three strategic questions; where are we now? where do we want to be? how do we get there? We typically will work with the customer to carefully think through possibilities, understand costs, review risk, and ultimately select the right strategic direction. Strategic discussions are translated into meaningful document(s) that are accessible to users across the business, ensuring everyone understands the reasoning and objectives behind the Print Strategy. The critical benefit of having a Print Strategy is that it will ensure that an organisation has a clear view of where it wants to go together with a path defining how to get there, and can therefore focus resources on projects that deliver maximum benefit to the business at the lowest cost whilst minimising risk.
Service Design Service design explores business requirements and develops services which meet the business demands. When designing new or improving existing services Charta Porta consider all elements relevant to service delivery; we don t just focus on the technical solution. We focus on building complete solutions that are aligned with the IT Strategy and fully support the business. The key first step in the design process is to understand and fully document the business requirements and drivers i.e. establish the need. We have consultants experienced in Business Analysis and consider the organisations requirements from five perspectives: Strategic Tactical Operational User Financial We believe it is critical at this stage to challenge the norm as simply outsourcing existing internal services is unlikely to be the best long-term solution. The service design stage is the ideal opportunity to improve business processes. We take the output of the requirements analysis and based on the four P s of service design (people, processes, product/technology and partners/suppliers) develop a full-service Design Package. The package will include some or all the following: Business requirements Service design and specification Service level requirements Service acceptance Organisational readiness Dependencies and resources Print Assessment Key to understanding the business requirements is establishing the current costs. Most organisations suspect that their cost of printing is probably too high but have no idea of their current costs or the savings potential. Defining the baseline Total Cost of Ownership (TCO) establishes the true and complete cost of printing throughout the business and is the foundation of the MPS. In addition, defining the organisations requirements is critical to implementing successful change.
Solution Design Charta Porta take the output of the Print Assessment and develop a full Solution Design covering hardware, software and services providing an unbiased supplier and technology agnostic solution. Below are just a few of the benefits the proposed solution can typically deliver; Printer fleet reduction and associated cost savings Print volume reduction Improved functionality Control/Accountability Increased efficiency and productivity Regulatory Compliance Improved data security (GDPR) Security Design Charta Porta have significant experience with design and deployment of secure print solutions. Securing your print environment is more than simple encryption of hard disks and overwriting of data. It requires designing holistic solutions that manage the device and all communications. This includes device identity, securing the device, securing data in transit and data at rest, user identity management, authorisation, audit etc. etc. One weak link in any of these components and security can be compromised leaving the organisation vulnerable. Many organisations do not fully appreciate the security risks associated with MFD s and Printers. These devices are no longer peripherals and if unsecured can leave a client s IT Infrastructure vulnerable to attack. In our opinion, the MFD must be as secure as other assets on the customers network such as servers and end user compute devices. But don t take our word for it...print Security
Service Transition Service transition takes the service design and moves it into an operational state. Charta Porta offer three distinct but clearly related services within this phase: Procurement Support Service Deployment & Project Management Change & Transformation Management Procurement Support Procurement of an MPS should not be approached in the same way as the purchase of print devices. An MPS is a service and therefore needs to be approached in the same way as procurement of any other IT services. Many organisations have significant skills and experience with buying products, however, often they have limited experience in the procurement of IT services. This can significantly impact on the effectiveness of the procurement process and can lead to high procurement costs and an extended procurement lifecycle plus may result in inadequate evaluation of potential partners and their proposed solution. We typically go through a 5-stage process when supporting the procurement of a service: Define and document the business and technical requirements Translate the requirements into a service design and specification Produce procurement documentation e.g. RFI / RFP Support supplier selection Negotiate the contract Charta Porta can lead or support the full procurement process making complex procurement simple working as part of your procurement team. We have market specific experience and provide a truly Independent and unbiased service acting entirely on behalf of our clients enabling the Customer to remain in control of the procurement process. Service Deployment & Project Management Many organisations fail to recognise that printing is business critical and therefore any change must be actively managed and should not be left to chance. The implementation of an MPS is typically enterprise wide and success or failure of the project has massive implications for the business. Charta Porta have developed our own project management methodology blending standard Project Management methods (PRINCE2) with industry experience to develop a project management methodology tailored to the unique demands of implementing a MPS. Charta Porta can provide professional project management expertise enhanced with industry specific skills. We can also provide resources to support project recovery if an in-house project is beginning to fail.
Change & Transformation Management Implementing a MPS is more than just simple project delivery. Almost every business process has some element of printed output and therefore any change to the printing infrastructure can have profound impacts across the business. A MPS affects the way the business and users work and change needs to be managed. Charta Porta have developed our own project management methodology blending standard Project Management methods (PRINCE2) with industry experience to develop a project management methodology tailored to the unique demands of implementing an MPS. Our hands-on consultants have highly developed communications skills and can work at all levels within the Customer ensuring full stakeholder engagement and buy in.
Service Operation The requirement to manage the service does not stop once the service has been fully implemented and is operating (BAU). The focus shifts from implementation to Service Assurance (SA). SA ensures that the service being delivered to the organisation meets its requirements and any supplying partner delivers on their agreed contractual obligations (based on agreed service levels documented in Service Level Agreements (SLAs). Charta Porta offer a range of three services within this phase of the lifecycle: Service Level Management Demand and Change Management Benefits Realisation Service Level Management Services and service suppliers do not manage themselves and it is important that the customer remains in control of service delivery. We have experience of managing services using SLAs and service level reporting. Our approach to active management ensures that the customer remains in control and drive the contract, ensuring that the service supplier delivers the expected service quality and service levels to enable delivery of the expected benefits. We can support Service Review Meetings ensuring that the supplier delivers on their contractual obligations. Where remedial activities are required we can ensure that agreed actions are suitable and are fully implemented to agreed timescales. We can also support contract recovery. There are many examples of customers not fully receiving the services they expected from a service provider but then being unable to fully resolve the issues. We can work with you to bring the contract back under your control. Demand and Change Management No organisation remains static. It is vital therefore that services develop in line with your changing requirements. We have experience of managing the delivery of services, ensuring that they remain in line with your needs and any changes are implemented in a controlled and sustainable manner. Benefits Realisation Achieving the full benefits available from an MPS requires active management and investment of customer resources. It is not unusual for service delivery teams to focus on managing the delivery of the service and lose sight of delivering the benefits of the service to the business. We can work with the Customer to ensure that benefits are fully realised.
Continual Improvement Program Continual Improvement Program (CIP) goes beyond basic Service Assurance and looks to ensure that the service is continually reviewed and opportunities to improve the service are identified. The key issue facing the customer is simple, will a supplier really want to identify improvement opportunities that drive out benefits for the customer unless they also generate further revenue and/or profit for them? Of course, they should be looking at ways to drive down the cost of service delivery, but this will be to increase their margins rather than deliver additional benefits for the Customer. In addition, suppliers will typically be looking at opportunities to expand their product and service penetration into you, not reduce your costs and potential spend with them. You need to remain in control and make the decisions about how the MPS can be developed further to deliver benefits to you. Charta Porta can support the following CIP services: Review management information and identify improvement opportunities Present options and recommendations for implementing improvements Help evaluate and prioritise improvement opportunities Support delivery of improvement projects The goal is to ensure that the MPS not only delivers the benefits expected but continues to develop in line with your business objectives, delivering long term sustainable benefits.
Five things make Charta Porta s approach to MPS truly unique: Customer focus We focus on the customer s requirements and their business needs. Our recommendations are based on our skills, knowledge and experience and not limited by what a specific MPS provider wants to sell or able to deliver. End to end support throughout the full MPS contract lifecycle We provide end to end support throughout the full MPS contract lifecycle. We can help at any stage of your engagement from strategy to design then onto selection and implementation. We can provide you with the support you need to implement and run a successful MPS. True independence We provide a truly independent and unbiased approach to MPS. We do not provide any component of the outsourced solution and are not aligned to any manufacturer or provider of products and services. Many organisations state they are independent MPS providers but at the end of the day they are still providing a service and their recommendations will be based on what they are able to offer (and what makes the most profit?). Our services focus on the customer s individual requirements and what delivers the best value for them. Industry expertise In our team, we have more than 20 years direct experience of MPS and many more years experience of IT service delivery. We have worked on and delivered many successful MPS engagements in both the public and private sector. Best Practice Model Based on our knowledge and experience we have developed a best practice model, merging the ITIL framework with our practical experience of delivering MPS. Our model contains a library of documents and resources that we use to quickly and effectively deliver support for end user customers wishing to deploy and manage an MPS. This ensures that our engagement is built on a consistent, repeatable and sustainable model. Summary Why Charta Porta? Today s MPS market is dominated by major hardware manufacturers, with four global vendors leading the market. This has resulted in a market where customers are lead or worse still controlled by suppliers. In this situation, it is difficult for customers to gain the full benefits available from an MPS programme. Many suppliers are still focussed on selling hardware and often use an MPS as a simple service wrapper around a hardware centric deal. The MPS market is currently following a supplier centric model where the supplier is driving the MPS requirements, defining what customer needs and delivering the solution. In almost all cases it is the same supplier who conducts the assessment, produces the design, undertakes the delivery and leads the monitoring and management of service delivery. Charta Porta help the customer regain control of their MPS engagement, ensuring you get what you want and not what the supplier wants to sell. Our goal is to change the MPS market from supplier centric to customer centric
Charta Porta do not provide hardware, technology, break/fix or any other component of the outsourced solution. We are not aligned to any manufacturer or provider of products and services. This ensures that all elements of the engagement focus on the customer s individual requirements. Our independent and unbiased approach is: Technology independent Manufacturer independent Supplier independent Outcome independent Charta Porta provide a completely supplier agnostic customer centric offering designed to support the most efficient and effective MPS service lifecycle, giving control back to you and ensuring that you fully realise the benefits from your MPS engagement.
Appendix A MPS Service Definition The Managed Print Services Association (MPSA) define MPS as the active management and optimisation of document output devices and related business processes. The key words within this definition are active management. Many organisations still have a printing infrastructure that has grown organically over many years based on local tactical decisions and individual user s demands. This invariably leads to a sub-optimal print infrastructure with high overall cost of ownership. The Argument for Managing Print There are numerous statistics quoted by suppliers of MPS suggesting that most organisations have more devices than they need, have high support costs, low utilisation of assets etc. These include: Most organisations do not know the full cost of printing across the business Industry statistics show that most organisations spend between 1% and 3% of revenue on printed output Un-managed print will have higher costs and lower service levels Active management of print will reduce costs by 20% to 40% These arguments will be used by almost every supplier of MPS; they are right but. Are Customers Achieving the Expected Benefits of MPS? Partially, in most cases they are achieving benefits but not at the level described by the supplier or expected by the customer. There are several reasons for this: Customers do not clearly define what they want to achieve from the MPS and printing requirements are complex MPS is not as simple as it looks, and benefits realisation can be difficult, especially when linked to organisational change Suppliers frequently over promise and under deliver Customer and supplier goals are not aligned; customers want to save but suppliers want customers to spend Customers usually turn to the suppliers for help, but will the supplier focus on customer requirements or sales targets? Customers often focus on their general office printing and fail to consider other elements of printing such as print rooms or specialist printing (e.g. stationary, brochures, reports etc.) Charta Porta can support you through the full lifecycle of your MPS engagement to ensure you gain the maximum benefits and return on investment.