Case Study – PHSA
Background
Provincial Health Services Authority (PHSA) is one of six health authorities – the other five health authorities serve geographic regions of British Columbia. PHSA’s primary role is to ensure that BC residents have access to a coordinated network of high-quality specialized health care services.
PHSA operates provincial agencies including BC Children’s Hospital, BC Transplant, and BC Cancer Agency. It is also responsible for specialized provincial health services like chest surgery and trauma services, which are delivered in a number of locations in the regional health authorities as well specialized programs that operate across several PHSA agencies. In 2008, the PHSA maintained over 2,500 imaging products of various models and brands. With no clear standards and conflicting internal strategies, it was estimated that the PHSA could save substantial dollars if the fleet could be managed under one system.
Challenges
Software Integration. Overwhelmed IT Support staff and Help Desk. Over-Deviced. No Standards. Cost overruns.
Solutions
At PHSA, PrinterWorks was able to successfully implement a fully Managed Print Services system that fixed all of the printer / copier / fax / MFP challenges confronting PHSA. The solution followed the three pillars of MPS:
1. Total Cost Accountability
By identifying, mapping, and cross referencing all of the PHSA’s imaging assets, PrinterWorks was able to provide detailed billing and reporting for every PHSA print and copier asset – both new and legacy. Utilizing our specialized billing software, PrinterWorks now provides “real time” data, and the PHSA now has total visibility on how much is being printed, copied, faxed, or scanned on any of their 1,300 total devices at any billing interval. Now each agency at the PHSA receives one invoice for all of their operational printing requirement with a detailed breakdown of number of pages printed, by each individual printer, by each individual cost centre. Hence, total cost accountability!
2. Total Service Accountability
Prior to PrinterWorks involvement at PHSA, the PHSA had little control over the servicing of their entire fleet of imaging devices. No service metrics were in place to control service delivery times, and users were constantly confused about whom to call for servicing their devices. By virtue of the asset tagging and detailed mapping and design processes implemented by PrinterWorks, PHSA now receives full service reports on any device in their fleet. In addition, PHSA can now confidently tell their users that any of their printing problems will be addressed within the same 4 hour on-site service response time. By outsourcing the servicing of the entire imaging fleet, the PHSA has been able to re-allocate their IT and Helpdesk resources to other priorities.
3. Total Management Accountability
Prior to the PrinterWorks MPS system, the PHSA helpdesk staff was charged with recommending and implementing printers and MFP’s, whereas the PHSA purchasing department was tasked with recommending and implementing copiers and fax machines. These sometimes conflicting strategies would produce results where departments would become over-deviced, and machines would be under-utilized. By streamlining all of print – MFP, copier, printer, scanner, fax – and making one partner responsible for planning, approving, implementing, and supporting the entire fleet, the PHSA was able to substantially reduce the size of their fleet with the added benefit of truly being able to manage the entire fleet. Today, PrinterWorks reports quarterly to PHSA executives with key performance indicators that provide PHSA with real management tools.
By replacing the old and out-dated devices, PrinterWorks has helped the PHSA realize substantial savings on many fronts – i.e. reduced capital expenditures, lower cost per copy, and manpower. One of the least obvious, but no less substantial, is Energy Savings. All new devices deployed at the PHSA are equipped with Instant On technology, Energy Star compliances, and other power saving features that do not compromise performance. Measured electrical cost savings through our managed device consolidation process along with technology energy capabilities has saved the PHSA approximately $200,000 savings in Electrical costs alone.
Customized applications have also been better supported through our standardization process for all print and multi-function devices. PHSA use the Health Care standard of Cerner. Cerner is the leading North American supplier of customized healthcare information technology (HIT) solutions that optimize clinical and financial processes and results. The PrinterWorks solution eliminated the system incompatibilities that constantly occurred within their old un-managed print fleet.
Support Personnel and the PHSA IT Help Desk greatly benefited from our management of the print fleet, as well as our onsite integrated Project Manager. Customer support staff can now concentrate of the business of Health Care.
