G-Cloud Service Definition. Managed Print Services

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G-Cloud Service Definition

Managed Print Services

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Managed Print Services SCS

World leading secure, scalable Cloud based Managed Print Service encompassing hardware, software, Helpdesk, transition, service delivery, consumables combining to deliver a fully managed estate with proactive support and innovation that allows you to both print for less and print less.

Benefits

▶ Lower cost solution

Using best-in-class tools and processes to create a baseline of your current spend and design a solution that reduces your costs by up to 30% while supporting your

sustainability goals. ▶ Pay per use service

Cloud MPS offers a range of simple pricing models to meet your requirements

including an all-inclusive pay per use model allowing you to flex up and down as your requirements change

▶ Simple to use

Under a Cloud based Managed Print Service we take control of all your needs all under one contract and contact point

▶ Proven technology

We have a proven track record in delivering Cloud based Managed Print Services by managing over 1M devices, 5+ Billion printer pages managed each month, 4000+ Client sites and over 60 years’ experience of delivering document and print related services.

▶ Simple to customise

We want you to start enjoying the benefits of this cloud Manage Print Service straight away which is why we can offer both a transition of your existing estate to a new estate or a walk in take-over of your existing print estate allowing us to take control of every element of your service

▶ Secure

All print devices are integrated in to your IT environment in a secure and compliant way. From this point other solutions can be turned on for printing from mobile devices, enhance security, and further streamline your IT environment with print server and print queue management

▶ Reliable

All the major analysts have Xerox as the world leader for Managed Print Services and with Gartner’s magic quadrant showing Xerox in the top right hand corner confirming their leadership position both in vision and the ability to execute. This is a position Xerox have held for a number of years. This gives you assurances that you are investing in the right solution for the future.

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Service summary

What is it?

Managed Print Services definition is simple: gaining visibility and control of your printing, which helps you save money and boost productivity. MPS also helps you improve

environmental sustainability and security. Although the physical devices reside on your location the software and tools are via the Cloud.

By "printing," we mean the total cost of managing and optimizing your printers, their output, and the people and processes that support these devices. This includes: ▶ Pages produced by office workers, mobile workers and production print operations ▶ Office desktop printers, multifunction printers, copiers, scanners, fax machines and

high-volume printers

▶ Materials sent out for quick printing, offset printing, mailing and distribution ▶ IT help desk support, technical service, maintenance, and add, move and change

requests

▶ Paper, ink, toner and other supplies and consumables.

Add up the costs of "printing" and it accounts for a large chunk — as much as 15% of a business’s annual spending. Through Cloud based Managed Print Services, you can outsource print management and cut costs by as much as 30%.

We do more than just oversee your printers. We also:

▶ Conduct a thorough, up-front assessment to analyse your current printing infrastructure.

▶ Monitor, manage and optimize your total print output environment, end to end, regardless of printer brand.

▶ Provide a roadmap to reduce the number and types of printing devices and supplies while meeting the needs of your business.

▶ Proactively identify and solve potential printing problems and replenish supplies before employees are affected.

▶ Reduce your environmental footprint through printing less paper, consuming less energy, generating fewer greenhouse gases and keeping waste out of landfills. ▶ Give telecommuters and mobile workers easy and secure printing access. ▶ Continuously monitor your printing environment and use ongoing process

improvements to save you time and money.

▶ Provide network management and information technology (IT) integration, from platform support to cloud-based solutions.

▶ Train your employees for a smooth transition through change management so they are more satisfied and productive.

▶ We a proven track record in deploying Cloud based Managed Print Services anywhere in the world through a global network of highly skilled experts.

▶ Turn slow, paper-based processes (like routing and approvals) into automated, digital ones.

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What makes us unique?

Xerox is proud to be positioned as a leader in the Gartner Magic Quadrant for Managed Print Services, Worldwide.

We believe that based Managed Print Services is a trust based decision and that most organizations will choose a service provider who they believe is most able to deliver against their business goals and achieve a well-managed, highly productive, office print environment. According to Gartner, The Ability to Execute axis position for each MPS provider is based on its success in delivering results today, as well as its preparation to deliver results in the future.*

Also according to Gartner, the Completeness of Vision axis reflects each MPS provider's prospects for success by analyzing its view of the market, service operating model, and strategic plans for growth and service improvements.*

“Savings opportunities for customers are greater than ever as the focus of MPS shifts from optimizing printer fleets to optimizing business processes.”*

Gartner, Inc. “Magic Quadrant for Managed Print Services, Worldwide, by Ken Weilerstein, Sharon McNee, Elizabeth Kim, October 21, 2013

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What’s included

Cloud based Managed Print Service starts with an assessment of your current estate that allows us to gain a base line of numbers, types and manufacture of devices, print

volumes, locations and cost of running your estate. Once we have this information will use our tools to build your future print estate showing where and how we can reduce cost on improve efficacy. Included in your Cloud based Managed Print Service are: ▶ Hardware including the Xerox connectkey interface

ConnectKey is a new software system and set of solutions for our multifunction printers (MFPs). All ConnectKey devices have a common user interface so regardless of whether an employee is printing on an A3 colour device or an A4 mono device, the look and feel of the device will be identical allowing anyone in the workforce to easily connect into the company’s business processes.

▶ Secure Print Management Suite

Secure Print Manager Suite lets authenticated users securely print when and where they want while improving control over device usage, print costs and compliance. It seamlessly integrates into your IT environment and can be implemented at your pace.

▶ Toolset for remote monitoring, reporting and SLA’s

Underpinning the Cloud based Managed Print Service is the Tool Suite which provides proactive monitoring of the assets for consumable replenishment and engineer

break-fix. These tools are proprietary and fully integrated with our helpdesk to allow the Cloud based Managed Print Service staff to provide you with a comprehensive set of office services. This solution provides a robust integration of a database,

helpdesk, web portal and reporting application to create a suite of tools that support a managed service end to end

▶ Transition Service

The Transition and Transformation Management Process (TTMP) is based on best practices and is linked to PMI.

Transition and Transformation activities result in the following key milestones:  Initiating - Bid to Transition Handover and Client Kick-Off Event

 Planning - Project Plan Completion and Project Plan Approval

 Executing - Operational Readiness, Commencement of Service Date, Project Completion

 Closing - Process Documentation Complete, Post-Implementation Review, Transition to Service Delivery Handover review

▶ Service Delivery

We utilises a comprehensive Service Delivery Model as a framework approach which is aligned to ITL to ensure quality delivery across all of its contracts, with the specific aim of reducing the chance of error by increasing consistency through process

conformity. ▶ Helpdesk

Supporting all our Cloud based Managed Print Services is a support infrastructure which will manage all services and devices in scope irrespective of manufacturer and is dedicated to our MPS Clients.

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1. Introduction

1.1 Service summary

How Cloud based Managed Print Services Work

When it comes to printing management, most companies have five simple requirements:

► Cost savings.

► Sustainability—both environmentally and fiscally. ► Printing from mobile devices.

► Security, governance and compliance. ► Automating paper-based processes. Here’s how we will help you get there: Assess and Optimise

► We will conduct a comprehensive evaluation of your print environment, document infrastructure, and workflows through our market leading

assessment services. This will give you an accurate baseline of your current print spending. Then we’ll develop a roadmap for your ideal future printing management state, including cost savings projections.

Secure and Integrate

► Transition from your current state to your ideal future state design with our Cloud based Managed Print Solutions. We’ll also help connect everything to your IT environment in a secure and compliant way. This is when we’ll turn on solutions for secure printing from mobile devices and take over the

responsibility of managing your print servers and print queues. Automate and Simplify

► We will manage the day-to-day operations of your print and document

infrastructure. Through ongoing data collection, review and analysis, we’ll help you continue to improve productivity and the end user experience. We can also help you to automate paper-based processes with the goal of further enhancing productivity through reduced printing.

Within our Managed Print Services, we are able to offer the following Services: Assess and Optimise Services:

► Print Assessment Services provide a holistic view of your printing environment in its current state including a Total Cost of Ownership (TCO). We assess and optimise your Xerox and non-Xerox print environment to show you how you can print less and print for less.

► Business Intelligence gives you insights that help you make faster and better business decisions. Xerox will use active analytics to spot trends and turn data from your document content and printing operations into knowledge you can act on.

► Consolidated Billing and Reporting. We simplify billing by combining invoices and usage reports, making costs transparent and easy to understand

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Secure and Integrate Services:

► Help Desk Integration. From simple Help Desk integration with client IT management to our full suite of Information Technology Outsourcing services, we can support your IT needs.

► Cloud and onsite Mobile Printing Solutions let you print from a smartphone or tablet to any device inside or outside your office.

► Print Server and Print Queue Management take a proactive approach to printer management instead of a reactive one. By remotely monitoring your devices, we can fix problems before you know there is an issue. Your IT department and other employees can keep working without interruption.

► Secure Print Management Suite combines the ConnectKey™ software and partnerships with Cisco and McAfee to protect you from malware and viruses, monitor security ongoing, and notify you of advisories supporting government regulations and industry standards and offer secure authentication methods via ID Cards, Biometrics etc. which also enables pull printing and accounting, chargeback capabilities down to individual user.

Automate and Simplify Services:

► Workflow Automation focuses on reducing paper to automate and simplify everyday tasks and processes.

► Enterprise Content Management lets you easily organise, store and retrieve massive amounts of information. Whether you want a cloud-based or on premise solution, we’ll help you manage paper and digital content from creation, collaboration and processing to retention and archiving.

► Document Analytics looks at employee printing behaviours and paper within business processes to determine automated printing opportunities.

► Digitising Paper Documents captures your paper documents, intelligently extracts their information through state of the art scanning and faxing technologies and securely routes this information to enable faster approvals and more accurate exception handling.

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2. Service overview

Cloud based Managed Print Service starts with an assessment of your current estate that allows us to gain a base line of numbers, types and manufacture of devices, print volumes, locations and cost of running your estate. Once we have this information will use our tools to build your future print estate showing where and how we can reduce cost on improve efficacy. Included in your Cloud based Managed Print Service are:

Hardware including the Xerox connectkey interface

ConnectKey is a new software system and set of solutions for multifunction printers (MFPs). All ConnectKey devices have a common user interface so regardless of whether an employee is printing on an A3 colour device or an A4 mono device, the look and feel of the device will be identical allowing anyone in the workforce to easily connect into the company’s business processes.

► Secure Print Management Suite

Secure Print Manager Suite lets authenticated users securely print when and where they want while improving control over device usage, print costs and compliance. It seamlessly integrates into your IT environment and can be implemented at your pace.

► Toolset for remote monitoring, reporting and SLA’s

Underpinning the Cloud based Managed Print Service is the Tool Suite which provides proactive monitoring of the assets for consumable replenishment and engineer break-fix. These tools are proprietary and fully integrated with our helpdesk to allow Xerox Cloud based Managed Print Service staff to provide you with a comprehensive set of office services. This solution provides a robust integration of a database, helpdesk, web portal and reporting application to create a suite of tools that support a managed service end to end

► Transition Service

Transition and Transformation activities result in the following key milestones:  Initiating - Bid to Transition Handover and Client Kick-Off Event  Planning - Project Plan Completion and Project Plan Approval

 Executing - Operational Readiness, Commencement of Service Date, Project Completion

 Closing - Process Documentation Complete, Post-Implementation Review, Transition to Service Delivery Handover review

► Service Delivery

Xerox utilises a comprehensive Service Delivery Model as a framework approach which is aligned to ITL to ensure quality delivery across all of its contracts, with the specific aim of reducing the chance of error by increasing consistency through process conformity.

► Helpdesk

Supporting all our Cloud based Managed Print Services is a support infrastructure which will manage all services and devices in scope irrespective of manufacturer and is dedicated to our MPS Clients.

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3. Contractual commitment

Atos is fully committed to protecting the Confidentiality, Integrity and Availability of consumer data that is entrusted to us. We provide accredited services to a wide range of UK government departments including the Home Office, Department of Work and Pensions, the Ministry of Defence, executive agencies, local authorities and other public sector and government regulated organisations. A number of our G-Cloud services have been formally accredited by the Pan Government

Accreditor (PGA). We also serve many different private sector organisations, including financial services institutions and health services.

Atos has a number of sites and facilities that are HMG accredited to process information at OFFICIAL, these sites meet or exceed the standards laid down in the Security Policy Framework (SPF). The Atos Data Centres are ISO27001

certified and PCI DSS certified. The Atos PaaS service has approval for connection to the PSN network. In all cases these facilities are hosted on-shore in the UK, managed by SC cleared staff and include secure office areas and secure data processing centres.

In the financial services sector we provide services that meet FSA requirements. The PCI Security Standards Council and VISA Europe have classified Atos UK as a Level 1 Payment Services Provider, based on its aggregated level of Payment Card transactions. We have a company-wide strategic PCI DSS Compliance programme which defines methods and timescales for the achievement of

compliance for all of Atos hosted customer accounts and support services, whose requirements include the processing of Payment Card information.

Within the defence sector, Atos is approved to hold UK government “OFFICIAL” protectively marked information and has the capability and accreditation to host data and associated systems marked as “SECRET” or “TOP SECRET”. Atos uses customer networks for transmission where appropriate and is fully compliant with procedures relating to the manual handling of protectively marked information.

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4. Backup/restore and disaster recovery

Under the Cloud based Managed Print Service solution all server software components of the MPS Software Toolset and/or additional software services, which tend to be hosted by the centralised platform services provider support server virtualisation. Our recommended ‘best practices’ utilise virtualisation to enable service resilience and simplify restoration of service.

A Technical team will work with appropriate suppliers to ensure that Backup and Recovery Services follows ‘best practice’ and processes such as regular backups of VHost/Server State and SQL database data are created to support the Backup and Recovery of all Cloud based Managed Print Service server components. Our Technical Manager will work with the client and providers to ensure your Cloud based Managed Print Service is fully integrated into the required backup and restore strategies, processes and procedures.

The Technical Manager will ensure all backup and restore activities are robust, are fully documented, communicated to all relevant teams and the processes are fully tested and signed off as part of Operational Acceptance Testing.

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5. On-boarding and off-boarding

Through our extensive experience of transitioning clients, we recognise that any change can cause organisational disruption if not done correctly. We use a best fit approach for our clients, focussing on process, technology, staffing or any other specific requirement. We utilises a combined set of policies, processes and procedures designed to reduce risk and increase predictability.

We know from experience that a well-executed plan will enhance the end user adoption, reduce the non-value added time with employees resisting change and consequently expediting the realisation of the business case.

Service Transition Management focuses on the following two key elements to ensure Xerox are able to transition our solution whilst maintaining business continuity:

1. Provide Proven and experienced resources through the provision of dedicated Project Management Professionals and Lean Six Sigma Certified Professionals assigned to support the Service Transition project.

2. Utilise Industry recognised methodology based on the Project Management Institute (PMI) model as well as our Lean Six Sigma DMAIC Process (Define, Measure, Analyse, Improve, Control).

Transition and Transformation Management Process (TTMP)

Utilising our Service Transition experience, we has developed a comprehensive transition and transformation methodology, Transition and Transformation Management Process (TTMP), with defined Tollgates, such as Project Plan

Approval and Operational Readiness Approval that follows Operational Readiness Criteria.

The Transition and Transformation Programme will provide for the transition of services from incumbent suppliers to us (if required). When the transition phase has completed successfully the transformation phase will manage the

implementation of new technology, workflow processes and tools to deliver robust and innovative services. We will work closely with our clients and their incumbent suppliers to develop and agree a detailed Transition Plan.

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Transition and Transformation activities result in the following key milestones: ► Initiating - Bid to Transition Handover and Client Kick-Off Event

► Planning - Project Plan Completion and Project Plan Approval

► Executing - Operational Readiness, Commencement of Service Date, Project Completion

► Closing - Process Documentation Complete, Post-Implementation Review, Transition to Service Delivery Handover review

Resource

As a minimum will appoint a Transition Manager to work with our clients to provide continuous management of the process throughout the transition and transformation phases of the program. In addition a Service Delivery Manager will be appointed at an early stage to focus on the immediate delivery issues and service related transition activities.

We will also extend the team to bring in other skilled services such as business consultants, Subject Matter Experts, communication services, technical analysts, legal and commercial, quality managers, reporting specialists, supply chain specialists and on-site services as and when appropriate.

Some examples of client resources and their responsibilities typically required for the execution of a Cloud based Managed Print Services program are listed below:

Role Responsibility

Executive Sponsor Highest point of contact and escalation for customer. Engaged for life of contract. Contract development. Approval authority.

Project Sponsor Business sponsor for project.

Project Manager Management of project deliverables to project schedule, tracks and updates actions, risks, issues, project reporting. IT Lead Coordination of all IT-related resources and decisions. Infrastructure

Consultant

Provision of IP information, network access, printer purchase information, SLAs, application testing.

Security Consultant Review of device configuration (scan-email, authentication, LDAP, etc.).

Business Owner Coordination of space, network, electric, phone requirements and device installation process. Help Desk Manager Help desk integration and communications.

Change Manager Change Management strategy development. Ensures communications and content follow policy implementation. Administers employee satisfaction survey.

Finance Pricing, TCO and coordination of Third Party suppliers Legal Contract. T&Cs review

Accounts Payable Review of billing details and delivery of invoice(s).

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Role Responsibility

Representative Royce. May represent multiple locations where business unit operates. Will assist in financial data collection.

Site Contact/Escort Central point-of-contact for location or site, able to refer to appropriate individuals for details. Our “emergency

contact” in case anyone questions our presence at location. Approver (Designs) Provides valuable information regarding print

feature/functionality requirements (i.e., do they need fax, scan, copy capabilities), redundancy, mission critical devices/applications or functions for specific areas or departments.

Facilities Provides building contacts, access, floor maps. Change Management

We utilises a proven change management methodology, deployed by a team of experienced Change Management Consultants. Project Plans are based on Lean Six Sigma principles which are pervasive across all areas of Xerox globally. The associated tools, measures and success criteria are also based on a global standard and in line with Lean Six Sigma principles.

Communication Programme

Communication is a vital part of any project involving change and is a key

element in the success of a Cloud based MPS service. As such the communication plan is under constant review and improvement and draws heavily on more than a decade of experience delivering Cloud based Managed Print Service contracts. Communication would start very early in any Cloud based MPS project and will aim to keep all levels of users informed of the reasons for the project, the benefits of the new service, the impact on their particular environment and the time lines they can expect.

This early setting of expectations is an important part of building confidence within the workforce and enabling smooth transition and user acceptance. We utilise tried and tested communication channels. Where broad communication of generic messages is required, we will utilise ‘point of use’ posters and labelling, desk drops, e-mail broadcasts and the use of in-house journals and newsletters. The underlying message of the communications is about minimising the effect of change. The communications must be mutually agreed, with clear content and branding.

The key communications for Service Transition and Transformation: ► Introduce the contract and the partner.

► Inform of progress and service cut over. ► Inform of changes to user on service cut over. ► Inform of assessment activities.

► Inform of optimisation, why and when.

► Detailed transformation communications before, during and after the users immediate work area is transformed.

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6. Pricing

Below is an some example pricing for Cloud based managed print services, the pricing includes the physical hardware, help desk and consumables – excluding paper, and are in £’s

All our MPS contracts are based on 24 month contracts

Estimated Annual volume up to 5 million impressions per annum between 5 & 10 million impressions per annum between 10 & 20 million impressions per annum between 20 & 50 million impressions per annum between 50 & 75 million impressions per annum Number of Users Up to 500 £2.01 £1.71 £1.27 £0.84 £0.69 501 to 1,000 £2.31 £1.86 £1.40 £0.99 £0.75 1,001 to 2,000 £3.21 £2.37 £1.61 £1.23 £0.92 2,001 to 5,000 £4.42 £3.30 £2.17 £1.81 £1.45 over 5,000 £5.61 £3.96 £2.87 £2.11 £1.55

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7. Service management

We utilises a comprehensive Service Delivery Model as a framework approach which is aligned to ITL to ensure quality delivery across all of its contracts, with the specific aim of reducing the chance of error by increasing consistency through process conformity. This model is underpinned by a set of common processes and procedures, all of which are robustly governed to ensure service delivery is

maintained, and areas of failure or improvement are quickly highlighted. The following diagram represents this methodology:

Service Desk

Supporting all our Cloud based Managed Print Services is support infrastructure which will manage all services and devices in scope irrespective of manufacturer and is dedicated to our Cloud based MPS Clients. The Service Desk is staffed by highly trained, experienced individuals who have significant product, technical and troubleshooting skills. In instances where the Service Desk are unable to provide the level of technical support required, this will be passed to our field based engineers and analysts.

Calls to the Service Desk are typically handled in one of two ways:

► Proactive - The majority of calls are handled proactively through Xerox Device Manager (XDM). This software monitors and manages Printer groups by polling Printers for any signs of problems. When an issue is found, XDM provides automatic email notification, enabling speedy resolution. Problems can be detected, engineers dispatched and issues resolved even before the end users know any problem existed. XDM will automatically create a helpdesk incident. This automates the process, reduces errors and ensures all issues are tracked and reported.

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► Reactive – We will receive a fault call via the IT Service Desk and Xerox will manage the dedicated queue for Print Service related calls within the Xerox Software Toolset software system. Once a call has been received by the Xerox Service Desk a root causal analysis is carried out. If appropriate, and in the majority of cases, we can perform a Remote Call Assist (RCA) with the end user or nominated Authority representative, in order to solve the problem as quickly as possible.

If required an engineer call out is placed and progress reports provided to the end user by mail or phone. The Service Desk is kept up to date through regular

incident updates in the queue for Cloud based MPS related calls. Incident Management

We define an ‘Incident’ as ‘any event that is not part of the standard operation of a service and that causes, or may cause, an interruption to, or a reduction in, the quality of that service’.

The Cloud based Managed Print Service will provide an end to end Print Incident management Service including Second and Third Line Support. The key facilities provided by our Incident management Service include

:

► Recording Incidents and Problems, and management of all Incidents and Problems through to successful completion.

► Referring Problems to the Problem management Service where appropriate. ► Manual and automatic escalations throughout the Incident and Problem

lifecycles to the point of resolution and closure. ► Reduced impact of incidents on the service.

► Incidents dealt with quickly, before they become acknowledged by the customer.

► Incidents diagnosed quickly using previous knowledge (i.e. utilising Best Practice).

► All Logged incidents addressed and resolved. Problem Management

We define a ‘Problem’ as the, ‘underlying cause of one or more Incidents’. Problem Management minimises both the number and severity of incidents and problems in a service. Our Service Delivery will aim to find permanent solutions to

underlying problems that will reduce the impact of incidents and other process failures and subsequently prevent their recurrence.

Our Problem Management approach is designed to improve the delivery of our Service by ensuring the resolution of Problems and identifying trends that potentially have impact on future performance. This may include:

► Identification, investigation and close loop management of all Problems. ► Initiating lessons learned reviews as appropriate.

► Co-coordinating and producing Incident and Problem recommendation reports for resolution.

► Detailed Analysis of Incidents and Problems, investigating trends through to resolution.

► Regular reporting of progress on Problems. ► Agreeing a plan of action.

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► A standard way to approach every problem. ► A reduction in the number of incidents. ► Permanent solutions to a problem.

► Learning from experience – data to identify trends and recording and sharing good practices.

► Improved first-time fix rate of incidents using the knowledge database which is available to the service desk and technicians.

Operational Management

The key Cloud based MPS Operational Management objectives are to:

► Coordinate and carry out the activities and processes required to deliver and manage Services at the levels agreed.

► Maintain stability in service operations, allowing for changes in design, scale, scope, and service level.

► Reduce the impact and likelihood of repeat incidents using a closed-loop processes for:  Service Requests.  Incident Management.  Problem Management.  Event Management.  Escalation Management.

Continual Service Improvement and Innovation

The Cloud based Managed Print Service will provide all clients with a platform for future innovation and additional cost savings, which includes additional or optional ‘value add’ Services for all aspects print including but not limited to:

► Mobile Printing

► Pull Printing (Print Management Software) ► Home Working solutions

► Centralised Print Services (CPS) ► Document Analytics

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8. Service constraints

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9. Service levels

We manage all Cloud based MPS contracts to an agreed and defined Service Level Agreement to ensure consistent service throughout the estate and client satisfaction. These SLAs tend to be defined and agreed according to specific customer requirements but as a minimum Xerox provide the following:

Service level Scope Coverage Clock start Clock finish SLT (Service Level Target) 1 Break/Fix Xerox Supplied printers and MFDs, Vendor supplied printers, faxes 0830-1700 Monday – Friday On receipt of call into the Service Desk or within 30 minutes of receiving e-mail into Inbox

Device fixed 80% of faults fixed next business day, 20% of faults fixed 2nd business day, 2 Break/Fix Existing Legacy Contracts 0830-1700 Monday – Friday On receipt of call into the Service Desk or within 30 minutes of receiving e-mail into Inbox

Device fixed As per Existing Contracts

3 Equipment

Availability All (excluding existing Legacy contracts) 0830-1700 Monday – Friday

N/A N/A 95% uptime of

equipment across fleet (excluding existing legacy contracts). 4 Service desk Response All 0830-1700 Monday – Friday On receipt of call into Service Desk Phone call answered by Service Desk 85% of calls answered in 15 seconds 5 Service desk Response All 0830-1700 Monday – Friday On receipt of e-mail into Inbox Contact made

with End User Web requests replied to within 60 minutes.

6 Consumables All (excluding existing Legacy contracts) 0830-1700 Monday – Friday On receipt of call into Service Desk or within 30 minutes of receiving e-mail into Inbox

Consumables delivered in Goods In and signature received Orders received before 11am delivered next business day. Consumables Existing Legacy contracts 0830-1700 Monday – Friday On receipt of call into Service Desk or within 30 minutes of receiving e-mail into Inbox

Consumables delivered in Goods In and signature receive As per Existing Contracts

We adopt a Lean Six Sigma approach to ensure that the pre-agreed service levels are maintained at all times. These services levels are documented, detailing all processes and procedures to be employed. This approach ensures consistency of service quality and facilitates continual improvement of the service against set standards.

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Our Cloud Based MPS is constantly and proactively monitored and measured against the SLA and Key performance Indicators (KPI) to anticipate issues and maximise performance. The comprehensive Cloud based MPS Tool Suite facilitates the production of information packs to be presented at the review meetings. Incremental improvements can be realised based on our experience with similar organisations, coupled with specific client Management Information (MI) derived from the Cloud based MPS.

From “Day 1” throughout the lifetime of the MPS our aim is to continuously improve the Service, maximising device utilisation and rationalisation and enhancing the end user experience.

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10. Financial recompense

To minimise the cost to users, Atos does not provide service credits for use of the service. All Atos services are provided on a reasonable endeavours basis. Please refer to the Atos Supplier Terms.

In accordance with the guidance within the CCS G-Cloud Framework Terms and Conditions, the Customer may terminate the Call-Off Agreement at any time, without cause, by giving at least thirty (30) Working Days prior notice in writing. The Call-Off Agreement terms and conditions and the Atos Supplier Terms will define the circumstances where a refund of any pre-paid service charges may be available.

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11. Training

As part of the Managed Service rollout during the Service Creation phase we will work with our clients to produce a bespoke training plan to address the needs of both the service users and support staff that will be involved in maintaining and delivering the service.

We have developed a multi-level approach to training, recognising that each organisation is unique and therefore may have their own specific requirements. This approach to training does not only focus on the initial training but also takes account of future services and new technology. All online training information will be available through Xerox Services Portal (XSP) of which the look and feel can be adjusted to meet our client’s requirements and it can be fully integrated into existing portals.

Training can be delivered via the following methods: Face-to-Face Training

Face to face training provides the end users with access to a qualified on site trainer and relevant training collaterals and is generally delivered during normal working hours. Face to face training can take a number of different formats as follows:

► Bespoke – tailored hands on training package encompassing equipment and job applications. All training collaterals are supplied. This would normally apply to specific <client name> users with clearly defined requirements.

► Group – this is generally for groups of up to 12 users and covers a generic pre-defined list of topics. The users are given detailed training that can include hands on activity to perform specific document tasks. All relevant training materials are provided.

► Seminar – these sessions cover the presentation and demonstration of the key capabilities of a device. Sessions normally last no more than 45 minutes and users are given a basic cheat sheet or functionality user guide to take away with them. Xerox recommends that this training is best reserved for a standard user roll out.

► Initial familiarisation – this training is carried out with users at the point of installation and covers a familiarisation of the basic functionality to ensure that users have a basic understanding of how to use a device.

Distance Learning

We have a number of distance learning methods and ideally look to use them to compliment any face-to-face programmes.

Due to the nature of distance learning Xerox recommend that it is best considered for top up training, ad-hoc questions and new users on a business as usual basis. We do not recommend that distance learning be used as the sole training

mechanism.

Example of distance learning includes:

Web Based – This training is provided through the Xerox Services Portal and includes frequently asked questions and device user guides. This training is often used for users that have already had some form of basic training and require a top up and is readily available to all users when required through the Xerox Services Portal.

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12. Ordering and invoicing process

Ordering this product is a straightforward process.

Please forward your requirements to the email address GCloud@atos.net. We will prepare a quotation and agree that quotation with you, including any volume discounts that may be applicable.

Once the quotation is agreed, we will issue you with the necessary documentation (as required by the G-Cloud Framework) and ask you to provide us with a

purchase order.

Once we have received your purchase order, the services will be configured to the requirements agreed.

If you are a new customer, additional ‘new supplier’ forms may need to be completed.

Invoices will be issued to you and Shared Services (quoting the purchase order number) for the services procured. On a monthly basis, we will also complete the mandated management information reports to Government Procurement Services detailing the spend that you have placed with us. Cabinet Office publish a

summary of this monthly management information at:

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13. Termination terms

13.1 By consumers (i.e. consumption) Termination shall be in accordance with:

▶ The G-Cloud Framework terms and conditions

▶ Any terms agreed within the Call Off Agreement under section 10.2 of the

Order Form (termination without cause) where the Crown Commercial Service (CCS) guidance states ‘At least thirty (30) Working Days in accordance with Clause CO-9.2 of the Call-Off Agreement’

▶ Atos Supplier Terms for this Service as listed on the Digital Marketplace.

For this specific service, by default Atos ask for at least thirty (30) Working Days prior written notice of termination as per the guidance within the CCS G-Cloud Framework Terms and Conditions.

13.2 By the Supplier (removal of the G-Cloud Service)

Atos commits to continue to provide the service for the duration of the Call-Off Agreement subject to the terms and conditions of the G-Cloud Framework, the Call-Off Agreement and the Atos Supplier Terms.

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14. Data restoration / service migration

Transition and Transformation Management Process (TTMP)

Utilising our Service Transition experience, Xerox has developed a comprehensive transition and transformation methodology, the Transition and Transformation Management Process (TTMP), with defined Tollgates, such as Project Plan

Approval and Operational Readiness Approval that follows Operational Readiness Criteria.

The Transition and Transformation Programme will provide for the transition of services from incumbent suppliers to Xerox (if required). When the transition phase has completed successfully the transformation phase will manage the implementation of new technology, workflow processes and tools to deliver robust and innovative services. Xerox will work closely with our clients and their

incumbent suppliers to develop and agree a detailed Transition Plan. Transition & Transformation Management Process (TTMP) diagram:

Transition and Transformation activities result in the following key milestones: ► Initiating - Bid to Transition Handover and Client Kick-Off Event

► Planning - Project Plan Completion and Project Plan Approval

► Executing - Operational Readiness, Commencement of Service Date, Project Completion

► Closing - Process Documentation Complete, Post-Implementation Review, Transition to Service Delivery Handover review.

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15. Consumer responsibilities

Listed below is an example of the type of information that we would require from the Client to enable us to provide a quote

► The names and addresses of all the sites in scope? ► How many users are in each site?

► Monthly/Annual Print volume – Colour/Mono split ► The number of printers in each site?

► The number of MFDs in each site? ► Applications printed from?

► What is the average size of the print jobs? ► Where are your print servers currently located? ► What are the print servers spec?

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16. Technical requirements

This section covers service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.)

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17. Trial service

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G-Cloud Service Definition. Managed Print Services