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Copy Services - CAUL _Council of Australian University Librarians

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Copy Services - CAUL _Council of Australian University Librarians Powered By Docstoc
					                                             ADELAIDE                            AUSTRALIAN CATHOLIC                         AUT                                     BALLARAT                       CENTRAL QUEENSLAND                      CHARLES DARWIN


1. Do you provide:
a) staffed Copy Centre      No, not for general Library users. The Library No                          Yes                                             No                                           No                                      No
                            operates a central University printing facility
                            (Image & Copy Centre) that students may
                            use if they require services not provided
                            elsewhere eg high volume digital colour
                            printing, binding, laminating.




b) self-service printing    Yes.                                          Yes                          Yes                                             Yes                                          Yes                                     Yes
and photocopying
2. Where is the Copy        Neighbouring building to the central Barr     N/A                          One Copy Centre at City Campus Library.         UB Print Centre handles all higher end       We don‟t have a copy centre as        N/A
Centre located?             Smith Library.                                                             At the North Shore Campus Library the Copy      printing and binding services for staff      such. There are four photocopiers
                                                                                                       Centre is located separately from the Library   and students. It is part of Information      located throughout the library and 3
                                                                                                       but Copy Centre staff members regularly         Services (same Division as Library) but      public printers. Our campus libraries
                                                                                                       check and top up copiers in the Library.        is a separate functional unit reporting to   at Bundaberg, Gladstone and
                                                                                                                                                       the Director ICT Services.                   Mackay have 1 public copier and 1
                                                                                                                                                                                                    public printer.


Who runs it?                                                              N/A                          The Copy Centre is managed by Printsprint, Further information is available if               Library staff & ITD Helpdesk staff      N/A
                                                                                                       which is a department within AUT‟s IT      needed via contact above.                         assist clients if there are problems.
                                                                                                       Services.




3. What services does the   High volume digital and colour printing,       N/A                         Colour printing and copying, black and white                                                 Printing, scanning and photocopying N/A
Copy Centre provide?        binding, laminating, small range of University                             printing and copying, faxing, binding,
                            stationery. Refer:                                                         scanning, laminating. See:
                            http//icc.library.adelaide.edu.au                                          http://oldwww.aut.ac.nz/printsprint/




4. Is the Copy Centre       Image and Copy centre is a self managed       N/A                          The Copy Centre is managed by Printsprint,                                                   The service offered is managed by       N/A
managed internally or       trading activity of the Library.                                           which is an AUT IT Services Department. It                                                   the Library
outsourced?                                                                                            is separate from the Library.




5. How is the Copy Centre Image and Copy Centre has 3 FTE staff           NA                           The City Campus Library Branch of                                                            No Staffing
staffed?                  supported by casuals at peak times.                                          Printsprint has 3 full-time staff and 1 part-
                                                                                                       time staff members.




                                                                                                                                                                                                                                            Library staff per form basic
                                                                                                                                                                                                                                            troubleshooting. Anything more
                                                                                                                                                                                                                                            complex is undertaken by Uniprint
                                                                                                                                                                                                                                            who run the service for us. Whilst not
                                                                                                                                                                                                                                            based in the library, Uniprint staff visit
                                                                                                                                                                                                                                            twice a day to check the machines
                                                                                                                                                                                                                                            etc.
                                                 ADELAIDE                                AUSTRALIAN CATHOLIC                                         AUT                           BALLARAT   CENTRAL QUEENSLAND                    Library staff per form
                                                                                                                                                                                                                                    CHARLES DARWIN basic
                                                                                                                                                                                                                                    troubleshooting. Anything more
                                                                                                                                                                                                                                    complex is undertaken by Uniprint
Are there additional or       Trouble shooting and paper replenishment of Most significant repairs and maintenance              Library staff members provide additional                      Staff at the Information Desk and ITD
                                                                                                                                                                                                                                    who run the service for us. Whilst not
separate staff that           the self-service copiers and printers is    are covered by contracts with vendors                 support for photocopying when Printsprint is                  helpdesk provide support.
                                                                                                                                                                                                                                    based in the library, Uniprint staff visit
support/troubleshoot self-    handled by campus Library staff.            and supported by in-house trouble-                    closed (eg Sunday or late nights). Printsprint
                                                                                                                                                                                                                                    twice a day to check the machines
service printing and                                                      shooting for issues such as clearing paper            also provides student training on copiers and
                                                                                                                                                                                                                                    etc.
photocopying?                                                             jams and resetting machines. In                       has a photocopy technician on site between
                                                                          Melbourne the library employs staff to                8.00am and 4.30 pm.
                                                                          attend to the machines. Libraries can
                                                                          contact vendor‟s support desk for system
                                                                          problems, and Library‟s Infrastructure
                                                                          Manager mediates between vendor and
                                                                          campus libraries to resolve other
6. If there is an outsourcing N/A                                         operational problems and to oversee
                                                                          N/A                                                   Printsprint provides a wide range of print                    N/A                                     Printing and photocopying services at
arrangement, which                                                                                                              services using a broad spectrum of media                                                              CDU are outsourced to UniPrint, one
services are outsourced?                                                                                                        and match service to the student needs. No                                                            of the university‟s commercial
                                                                                                                                service is outsourced.                                                                                operations.




How long have they been                                                                                                         N/A                                                           N/A                                     The service has been outsourced
outsourced?                                                                                                                                                                                                                           since April 2007




7. What is the approximate Vast majority of copying and printing in the           N/A                                           Print and copy service is 90% self service                    100% self service                       100% self service
split in usage of staffed  five Libraries is self-service. Only exception                                                       and 10% staff serviced, mainly where print is
service and self-service? is for disability users or cases of                                                                   only part of the service.
                           equipment/network malfunction.




8. What types of machines       Currently single function copiers, printers and   Manual binding machines, photocopiers         Printsprint provides Multi–functional Devices                 Multifunction Devices and printers      4 x multifunction machines
are provided for self service   scanners. However will soon release multi-        for black and white copies, multifunction     for Colour and black and white
e.g. binding machines,          function devices that copy, scan, print and e-    devices for colour copying and printing,      copying/printing. Staplers are also provided
multifunction machines?         mail (but not fax).                               and for black and white printing.             free. IT Client Services (another department
                                                                                                                                within IT Services) provides a self-service
                                                                                                                                scanning and desktop printing service within
                                                                                                                                the Library.



9. What is the pricing          Pricing structure is based on capital ,           In the past, pricing has been structured to   Copy Centre pricing is based on print                         Black & White A4 – 10 cents per         B&W – fixed price, Colour – fixed
structure for Copy Centre       consumables, maintenance and staffing             recover cost of equipment, operating          volume, greater the volume the lower the                      page                                    price
and self-services?              expenses. University wide printing charges        expenses and facilities management.           price. First 50 prints is 20 cents per print and              Black & White A3 – 20 cents per
                                have a small influence. Surplus from these        Other staff time is not included. In 2009     Colour $1.73. Self service:Colour- $0.60 for                  page
                                charges has been ploughed back into               prices were reduced to meet student           A4 and $1.00 for A3, Black and white- 8                       Colour A4 – 30 cents
                                improving student facilities, funding special     needs in time of economic decline, and to     cents for A4 and 20 cents A3                                  Colour A3 – 60 cents
                                projects, and purchasing research material.       reflect decreased operating costs of new
                                                                                  machines. We expect to recover
                                                                                  operating expenses and valet service
                                                                                  costs through increased turnover.
                                               ADELAIDE                               AUSTRALIAN CATHOLIC                                       AUT                         BALLARAT   CENTRAL QUEENSLAND                   CHARLES DARWIN

10. How are copy services Each of the five Libraries administers the     Maintenance and supplies are requested Service desks are distributed and supported                            At each site                         Uniprint provide services for our main
managed - centrally or at service on a daily basis, but overall policy   locally, but payments, record keeping and by a centralised production centre with a                                                                campus and another based 15km
each site?                and direction is managed centrally in the Barr reporting are managed centrally.          wide range of finishing options.                                                                         away. Alice Springs campus manage
                          Smith Library.                                                                                                                                                                                    their own printing and photocopying
                                                                                                                                                                                                                            services.




11. How are repairs and       Minor maintenance issues, eg jams are            We have service contracts based on cost      Most significant repairs and maintenance are               Internally                           R&M is undertaken by UniPrint
maintenance managed e.g.      handled internally. More significant repairs     per copy, a valet service and in-house       covered by contracts with vendors technician
click charge, valet or done   and maintenance are handles by contractors       trouble shooting by Lending Services         onsite and supported by in-house trouble-
internally?                   (Canon, Ricoh, KonicaMinolta). The               staff.                                       shooting such as clearing paper jams,
                              contractors charge for these services by click                                                resetting machines.
                              rate.




12. How was the decision Service driven basis.                                 A compromise between service and cost.       Decision was both service and cost driven.                 When our copiers were printed,       Service driven.
for the repairs and                                                            The most cost effective way to improve       Digital photocopiers have high servicing                   supply of toner, repairs and
maintenance arrangement                                                        service delivery was to replace old stock,   requirements due to the number of working                  maintenance were factored into the
reached e.g. was it a cost                                                     increase the number of service points,       parts, service and part purchased “as                      contractual agreement.
driven or service driven                                                       and upgrade to „follow-me‟ print release     required” have higher costs than full service
decision?                                                                      software, with jobs accessible from          contract. Service contracts also have KPI‟s
                                                                               multiple stations, accessed via PIN.         that must be achieved this ensures high
                                                                                                                            service quality levels.
                                              ADELAIDE                              AUSTRALIAN CATHOLIC                                      AUT                       BALLARAT   CENTRAL QUEENSLAND                  CHARLES DARWIN

13. What service levels       No current University service levels. We use   We aim to improve our satisfaction level    Reviewing Multi–functional Devices. Network              The University Information            Regular reviews of current
does the University have to   periodic Library user surveys, but also        in each Bi-annual client survey by acting   equipment monitoring to pre-empt service                 Technology Division has a service agreements are undertaken.
review the printing and       respond to user suggestions, and to usage      on the information it provides. Feedback    calls and improve response time.                         level agreement with the provider of
copying services?             statistics that are constantly monitored.      from campus library staff to Library                                                                 the software, Bear Solutions and with
                                                                             Infrastructure Manager leads to further                                                              the suppliers of our equipment.
                                                                             improvements, and feedback from the
                                                                             Student Association influenced price
                                                                             changes. We aim for continuing
                                                                             improvement in service levels, with the
                                                                             goal of minimising service downtime,
                                                                             improving quality of copy and number of
                                                                             copies per minute, and making the
                                                                             service affordable for all students.
If so, how often are they                                                                                                Actual response time and actual repair time              N/A                                 Uniprint staff are extremely
reviewed?                                                                                                                must be within set time frames.                                                              responsive and very receptive to
                                                                                                                                                                                                                      suggestions. Feedback gathered
                                                                                                                                                                                                                      through client surveys indicates
                                                                                                                                                                                                                      students are happy with the services
                                                                                                                                                                                                                      provided
                            CHARLES STURT                                  CURTIN                                         DEAKIN   FLINDERS                                GRIFFITH   JAMES COOK


1. Do you provide:
a) staffed Copy Centre      There is no a designated copy centre;           No                                            No       No. Library provides a Multimedia Unit  No         Yes
                            equipment is located within learning common                                                            which provides support with copying and
                            spaces, libraries and computer laboratories.                                                           microform equipment issues, poster
                            CSU provides pay-per-use, self-service                                                                 printing and a Photographic Service run
                            printing and photocopying services primarily to                                                        by library staff.
                            students as well as university staff. The CSU
                            Card (Unicard system) enables copying
                            services and cost recovery. Print management
                            including cost recovery is administered using
                            the Pharos system.
b) self-service printing    Yes                                            Yes                                            Yes      Yes                                     Yes        Yes
and photocopying
2. Where is the Copy        Photocopiers, Micrographic and Multifunctional We have networked copy and printing facilities N/A      N/A                                     N/A        In the Library building at the
Centre located?             devices are located in the campus Libraries    distributed throughout the Library                                                                         Townsville and Cairns Campus.
                            (Thurgoona, Albury, Wagga, Bathurst, Dubbo,
                            Orange and Ontario). Equipment is managed
                            by Business Services staff; paper replacement
                            is managed by Access Services staff. Printer
                            only devices are located in computer
                            laboratories across the above locations.

Who runs it?                The Division of Information Technology staff                                                  N/A      N/A                                     N/A        CopyPrint is managed by the
                            manage the Pharos system.                                                                                                                                 Manager, Document Services,
                                                                                                                                                                                      Townsville.




3. What services does the   High-end colour/bw printing and copying.       We provide self service printing and copying in N/A     N/A                                     N/A        Staff-assisted printing and copying,
Copy Centre provide?                                                       black and white and colour to A3.                                                                          laminating, binding, sale of
                                                                                                                                                                                      stationery items and sale and
                                                                                                                                                                                      copying of JCU theses. Coordinates
                                                                                                                                                                                      self service student printing and
                                                                                                                                                                                      copying service with Xerox.


4. Is the Copy Centre       Printing services are collaboratively managed N/A                                             N/A                                              N/A        It is managed by the Library but the
managed internally or       internally by the Division of Library Services                                                                                                            equipment and associated
outsourced?                 and the Division of Information Technology                                                                                                                maintenance and supply of
                            (DIT). Copying and micrographic services are                                                                                                              consumables is outsourced
                            managed solely by the Division of Library                                                                                                                 externally to Xerox.
                            Services (DLS).

5. How is the Copy Centre Service maintenance, service desk support,       N/A                                            N/A      Dedicated library staff member (6        N/A       Townsville: 1 FT HEWL 5 plus 6
staffed?                  routine printer maintenance and paper refill                                                             hrs/day) backed up by library Multimedia           hours of student casual hours on the
                          and contract management activities involve a                                                             staff as required in Central Library.              weekend. Cairns 74% HEWL 3
                          number of staff within both DLS and DIT.                                                                 Branch libraries utilize existing staff
                             CHARLES STURT                                     CURTIN                                              DEAKIN                                      FLINDERS                               GRIFFITH                              JAMES COOK

Are there additional or      Staff support labour costs equates to a full time We have a team of Rovers who have as part of Dedicated library staff member                                                            Copying & Printing Services are       When the office is unattended
separate staff that          Level 6 salary.                                   their responsibilities assisting clients with self (6hrs/day) backed up by library                                                     responsible for supporting printers   Lending Services staff assist clients
support/troubleshoot self-                                                     service copying and printing.                      Multimedia staff as required in Central                                             and copiers at Gold Coast and         with queries. Equipment support is
service printing and                                                                                                              Library. Branch libraries utilize existing                                          Nathan campuses                       outsourced to Xerox.
photocopying?                                                                                                                     staff.




6. If there is an outsourcing N/A                                              The University has some out sourcing                Information Technology Services         N/A                                        Library Lending staff are             Yes. Purchase of equipment, filling
arrangement, which                                                             arrangements but the Library plays no part in       Division (ITSD) manages the printing,                                              responsible on the remaining          paper and toner, maintenance of
services are outsourced?                                                       these arrangements.                                 copying and scanning service in the                                                campuses under SLA arrangement        equipment and technical issues with
                                                                                                                                   Library and supplies all the equipment,                                            with Copying & Printing Services.     the equipment.
                                                                                                                                   consumables and staff to maintain the
                                                                                                                                   service.




How long have they been                                                                                                            ITSD started initially managing printing N/A                                                                             Student printing and photocopying
outsourced?                                                                                                                        approximately four years ago and                                                                                         has been outsourced since Feb
                                                                                                                                   progressed to managing the copying                                                                                       2009.
                                                                                                                                   and scanning in the past two years.




7. What is the approximate N/A                                                 100% self service                                   N/A                                         N/A                                    Self Service 100%                     95% self service and 5% staff
split in usage of staffed                                                                                                                                                                                                                                   assisted.
service and self-service?




8. What types of machines Multifunctional, micrographic and photocopier We provide networked printers and copiers                  To promote a consistent service, all        Colour and B&W multifunction devices for MFD‟s and binding machines          MFDs black and white and colour,
are provided for self service devices.                                                                                             machines are Lexmark x945e                  photocopying. Dedicated 50 ppm printers                                      printers for photocopying and
e.g. binding machines,                                                                                                             multifunctional printers (MFDs).            for B&W printing via print release stations.                                 printing. Binding and laminating
multifunction machines?                                                                                                            Students can print, copy and scan to                                                                                     services is competed by CopyPrint
                                                                                                                                   email in B&W and colour on any                                                                                           staff.
                                                                                                                                   machine. No binding or laminating
                                                                                                                                   services are offered.



9. What is the pricing       The pricing structure is based on capital,        Pricing is determined by the University. Details Self Service price structure: A4 B&W: Based on capital, operating and staff           Copying & Printing Services           See details:
structure for Copy Centre    operating and staffing expenses.                  are available from                               Copy: 12c Print:9c, A4 colour: Copy        costs                                      operate under a self funded           http://cms.jcu.edu.au/libcomp/jcuprd
and self-services?                                                             http://fees.curtin.edu.au/printing_fees.cfm      50c, Print:50c, A3 B& W: Copy:24c,                                                    regime.                               _017585Pricing is determined by
                                                                                                                                Print:30c, A3 colour: Copy: $1, Print: $1,                                                                                  cost of capital, staff costs, costs
                                                                                                                                A4 B&W double sided: Copy: 24c, Print:                                                                                      charged by Xerox for their services.
                                                                                                                                17c, A4 colour double sided: Copy: $1,                                                                                      A comparison was completed in Feb
                                                                                                                                Print:95c, A3 B&W double sided: Copy:                                                                                       2009 with other Qld Universities and
                                                                                                                                48c, Print:55c, A3 colour double sided:                                                                                     commercial suppliers in the
                                                                                                                                Copy: $2, Print:$1.95, Scan to Deakin                                                                                       Townsville and Cairns.
                                                                                                                                email: Free
                              CHARLES STURT                                  CURTIN                                           DEAKIN                                  FLINDERS                                  GRIFFITH                           JAMES COOK

10. How are copy services Business Services manage services centrally; Centrally                                              Centrally managed by ITSD.              Service, calls, trouble-shooting and    Two administration centres, Gold Managed centrally but the day-to-
managed - centrally or at each site‟s Access Services staff perform                                                                                                   ordering of consumables handled at each Coast (South) and Nathan (North) day supervision is done at each site.
each site?                consumable replacement activities and                                                                                                       site. Overall administered centrally.
                          reporting of service issues to the Business
                          service team. CSU is geographically wide
                          spread; therefore, service level provision is the
                          prime key driver. It is mandatory to establish
                          agreements with vendors who have recognized
                          business relationships with regional service
                          agents. Repairs and maintenance are
                          included in the agreement conditions.
                          DLS operates the copying and printing service
                          as a self-sustaining funding model ie. net
                          revenue earned contributes to the equipment
                          replacement schedule. The business rule
                          exception is the micrographic devices – DLS
                          identified it is not possible to recover costs
                          effectively.




11. How are repairs and       Service level agreements are established with Under contract as part of the original purchase   Basic repairs and maintenance are       Initial trouble-shooting handled by library MFD‟s via click charge and binding Part of the maintenance contract
maintenance managed e.g.      the vendor. Maintenance is included in the    of the equipment                                  carried out by ITDS and referred to     staff. Servicing provided under             machines via external vendor       agreement between the University
click charge, valet or done   agreement conditions. Service requests are                                                      service agent as necessary. Refer to    maintenance contract by vendors. Service                                       and Xerox.
internally?                   system generated on the whole; occasionally                                                     ITDS for details by contacting Debbie   cost covered in click charge.
                              telephone requests are required to generate                                                     Louttit (ITSD Incident Manager) (03)
                              the service pending the problem type                                                            52278805




12. How was the decision      CSU is geographically wide spread; therefore, Both                                              Refer to ITSD for details for contacing Cost and service                          Service driven                     Part of the University‟s contract
for the repairs and           service level provision is the prime key driver.                                                Debbie Louttit (ITSD Incident Manager)                                                                               agreement with Xerox for both staff
maintenance arrangement       It is mandatory to establish agreements with                                                    (03) 52278805                                                                                                        and student MFDs.
reached e.g. was it a cost    vendors who have recognized business
driven or service driven      relationships with regional service agents.
decision?                     Repairs and maintenance are included in the
                              agreement conditions.
                              DLS operates the copying and printing service
                              as a self-sustaining funding model ie. net
                              revenue earned contributes to the equipment
                              replacement schedule. The business rule
                              exception is the micrographic devices – DLS
                              identified it is not possible to recover costs
                              effectively.
                              CHARLES STURT                               CURTIN                                         DEAKIN                                  FLINDERS                                  GRIFFITH                       JAMES COOK

13. What service levels       DIT and DLS SLA covers operational support Not sure what this question means.              Refer to ITDS for details by contacting No service levels, but review in response No University service levels   Conditions are set in the University‟s
does the University have to   and maintenance of Pharos (printing)                                                       Debbie Louttit (ITSD Incident Manager) to feedback in Insync survey.                                             contract agreement with Xerox
review the printing and       Infrastructure and Networked Printers in                                                   (03) 52278805
copying services?             Charles Sturt University Libraries and Learning
                              Commons. This SLA (including fees and
                              charges) is reviewed annually.




If so, how often are they                                                 The Library reviews our provision of copying                                                                                                                    The bi-annually client survey
reviewed?                                                                 and printing services on a regular basis.                                                                                                                       provides valuable feedback to the
                                                                                                                                                                                                                                          Library on client issues regarding
                                                                                                                                                                                                                                          printing and photocopying.
                            MACQUARIE                                MELBOURNE                                              MONASH   MURDOCH                         NEWCASTLE   NEW ENGLAND


1. Do you provide:
a) staffed Copy Centre      Yes                                      Yes                                                    No       Yes                             No          No




b) self-service printing    Yes                                      Yes                                                    Yes      Yes                             Yes         Yes
and photocopying
2. Where is the Copy        Library Level 3 and managed by           The Library has a Copy Shop in the basement of N/A              In the Library Learning         N/A         N/A
Centre located?             Library Business Services with           its Baillieu (main) Library. This is the office from            Common.
                            dedicated staff                          which Unicard supplies self-service printing and
                                                                     photocopying services to students across all
                                                                     campuses of the University. The Copy Shop is
                                                                     outsourced and run by a company called Unicard.
                                                                     The University also has a Digital Print Centre in a
                                                                     separate building. It does not have a physical
                                                                     presence outside this office.
Who runs it?                                                         The Digital Print Centre is run by the Property &    N/A        Murdoch Print (central          N/A
                                                                     Campus Services department.                                     University printing service)




3. What services does the   Copying, printing, (b/w & colour),       The Copy Shop‟s main services are printing,             N/A     Full colour and B&W copying, N/A            N/A
Copy Centre provide?        specialist copy and print services,      photocopying, laminating and binding. This is the               printing, binding and laminating.
                            scanning, binding, laminating etc, and   main student-focused service. It is the base from
                            small retail sales of stationery         which Unicard provides self-service print and
                                                                     photocopying services to libraries and faculty
                                                                     computer labs throughout the University. See
                                                                     http://www.studentit.unimelb.edu.au/doit/print.htm
                                                                     for the full details. Unicard takes its services to the
4. Is the Copy Centre       Managed internally by Library            The Copy Shop is outsourced to Unicard. The             N/A     Copy Centre is managed by       N/A         N/A
managed internally or       Business Services                        Digital Print Centre is managed internally as part of           Murdoch Print, an arm of the
outsourced?                                                          Property & Campus Services.                                     university‟s commercial
                                                                                                                                     services.



5. How is the Copy Centre 2 fulltime and 2 part-time staff, 2    The Copy Shop is staffed by Unicard. Unicard staff N/A              Centre is staff by up to 3 staff N/A        N/A
staffed?                  casuals for emergencies, equivalent to regularly visit all their local printers. The busier                from 8.30am – 4.30pm Monday
                          3 EFTSU                                printers on the Parkville campus are serviced 3-4                   – Friday.
                                                                 times daily.
                                MACQUARIE                                 MELBOURNE                                             MONASH                               MURDOCH                          NEWCASTLE                  NEW ENGLAND

Are there additional or         Coping room perform troubleshooting The Digital Print Centre is staffed by Property &           Select campus staff provide day to Library casual assistants          Loans team and rovers N/A
separate staff that             and support where they are able to but Campus Services staff. It does not provide or            day support on the self service    provide support for the self       troubleshoot printing and
support/troubleshoot self-      network problems are handled by        support self-service facilities.                         photocopying and printing          service machines when the          copier issues.
service printing and            Library IT.                                                                                                                        copy centre is closed.
photocopying?




6. If there is an outsourcing N/A                                         Most of the major student self-service printing and N/A                                    As per 3 above in the main       All photocopiers and       Cash handling (ie collection,
arrangement, which                                                        photocopying services have been outsourced to                                              library only.                    printers are leased.       counting and banking for self-
services are outsourced?                                                  Unicard.                                                                                                                    Servicing is provided as   serve Pay station) by local
                                                                                                                                                                                                      part of leasing            security company
                                                                                                                                                                                                      arrangements.




How long have they been                                                   They have been used for 5 years to date with a 2- N/A                                      5 years.                                                    Many years since mid 1990s
outsourced?                                                               year extension recently signed. Unicard took over
                                                                          from a previous provider Bermel who ran the
                                                                          service for at least 5 years prior.




7. What is the approximate 85% self-service and 15% staff.                Not sure. The staffed service only exists at the      N/A                                  Copy Centre 3    Self Service    N/A                        Wholly self-service
split in usage of staffed  However the staff spend a lot of time          Copy Shop where both staffed and self-service                                              Support .8
service and self-service? doing bulk copying and work for our             facilities exist. There are 100-200 self-service
                           eReserve and Document Supply                   printers and photocopiers across all campuses in
                           services, and for students with                libraries and faculty computer labs.
                           disabilities.




8. What types of machines       MFD‟s, printers, scanners, binding.    Printing and photocopying.                               Multifunction devices for copying Duplex copiers only.                UON provides printers    MFDs and printers. Digital and
are provided for self service   Students also use card recharge                                                                 and dedicated mid-volume printers                                     and copiers and scanning analogue Microfilm Reader-
e.g. binding machines,          facilities in the copy rooms, which we                                                          for printing                                                          facillities.             printers
multifunction machines?         also manage.




9. What is the pricing          Charges are based on our costs            Printing - 10 cents per B&W A4 side.                  A4 B&W Printing & Copying = 12c      Cost per page are the same.      Students pay: Printers      Self-service based largely on
structure for Copy Centre       related to charges made elsewhere on      Proportionally more for larger sizes and duplex.      per side, A3 B&W Printing &          Copy centre can offer a better   B&W A4 11c per for          comparative pricing at other
and self-services?              campus and businesses in local area.      Photocopying 12 cents per B&W A4 sided. More          Copying = 24c per side, A4 Colour    price if there is a bulk or      double sided print, A3 50 University Libraries
                                For work performed by staff for library   details at                                            Printing & Copying = $1.50 per       multiple copies request.         c single sided, $1 double
                                users, a small charge is added to the     http://www.studentit.unimelb.edu.au/doit/index.html   side, A3 Colour Printing & Copying                                    sided, Colour A4 single
                                self-service charge.                      #print.                                               = $3 per side, B&W                                                    sided 50c, doublesided $1
                                                                                                                                Transparencies = 95c per                                              Copiers, B&W A4 11c per
                                                                                                                                transparency, Blank copy/print                                        single side for copiers, A3
                                                                                                                                cards =$2 per card, A4 scanning =                                     44c per page, double
                                                                                                                                free                                                                  sided 88c, Colour A4
                                                                                                                                                                                                      22c , double sided 44c,
                                                                                                                                                                                                      Colour A3 $1.00
                           MACQUARIE                        MELBOURNE                                                MONASH                              MURDOCH                          NEWCASTLE        NEW ENGLAND

10. How are copy services Centrally - we have one library   Centrally by Unicard who visits sites on a regular       Copy / print service are mainly     Main Library – Copy Centre as N/A                 All library copying services
managed - centrally or at                                   and as-needed basis. Unicard has monitoring              managed locally at each site.       above. Copying services and                       centrally managed ie
each site?                                                  facilities to check on the status of the printers (but   Some management is done             Rockingham and Peel campus                        maintenance, supplies, problem
                                                            not photocopiers).                                       centrally – contract negotiation,   libraries managed by library                      logging and follow-up.
                                                                                                                     invoice payment and complex         staff.
                                                                                                                     service issues.




11. How are repairs and     Click charge                    Centrally by Unicard. Unicard undertakes all         Click charge                            All equipment has a service      Service portal   Most significant repairs and
maintenance managed e.g.                                    maintenance and repairs on all facilities close to                                           contract charged per copy (click                  maintenance are covered by
click charge, valet or done                                 the Parkville campus (within 20kms). The                                                     charge). Local problems                           contracts with vendors and
internally?                                                 librarians at the more remote campuses are                                                   solved by in house Copy Centre                    supported by in-house trouble-
                                                            supplied with materials and instructions to refill                                           staff or supplier service                         shooting such as clearing paper
                                                            paper trays, replace toner cartridges and fix simple                                         contractors.                                      jams, resetting machines
                                                            paper jams. More complex repairs and
                                                            maintenance are undertaken via a regular
                                                            maintenance program or emergency calls to
                                                            Unicard. The cost of the service is covered by the
                                                            printing and copying charges students pay for each
                                                            print or copy.



12. How was the decision Service driven.                    Both. Cost driven in the sense the service is self- Primarily cost driven decision, but Usually quality of service….now As part of leasing     This decision was service driven
for the repairs and                                         funding with Unicard only paying the University an quality of service was also a        reviewed by Murdoch Print.      arrangements           given UNE‟s remote rural
maintenance arrangement                                     amount to cover management of the contract.         consideration.                                                                             location. Part of new Uni-wide
reached e.g. was it a cost                                  Service driven to ensure a consistent and                                                                                                      MFD contract included strict
driven or service driven                                    adequate service is provided across as many                                                                                                    service response times to
decision?                                                   locations as sensibly possible.                                                                                                                reduce any down time to public
                                                                                                                                                                                                           and staff used copiers. Third
                                                                                                                                                                                                           party contract with service
                                                                                                                                                                                                           provider part of new MFD roll-out
                                                                                                                                                                                                           across campus.
                              MACQUARIE                               MELBOURNE                                           MONASH                            MURDOCH                       NEWCASTLE                  NEW ENGLAND

13. What service levels       The Library has always run the          The service levels are written into the contract.   Four hour turnaround time on                                    Every 3 years as part of   Contractual arrangement with
does the University have to   service, and we ask for a technician    The contract is reviewed every 2-3 years. The       service calls.                                                  leasing tenders process    chosen MFD supplier includes
review the printing and       from the copier company to be           University receives monthly reports showing                                                                                                    stipulated service levels.
copying services?             available on site. We have a SLA with   service levels (response and downtimes), usage
                              our provider giving us a 2 hour         volumes and financial information. The volumes
                              response.                               are shown as both last month and year-to-date
                                                                      figures. There are provisions for quarterly
                                                                      meetings




If so, how often are they     We meet regularly.                                                                          Informal review process, prompted None, client feedback is                                 Will be reviewed on renewal of
reviewed?                                                                                                                 by anecdotal evidence of service reviewed and referred to the                              contract and in any new tender
                                                                                                                          issues. Other indicator is the    Copy Centre if appropriate.                              process which is expected to be
                                                                                                                          Library user survey                                                                        done on a three year cycle.
                            NEW SOUTH WALES                                 QUT                                        RMIT                                            SOUTHERN CROSS                        SUNSHINE COAST


1. Do you provide:
a) staffed Copy Centre      Not the Library but the University does         Yes                                        No                                              No                                    Yes




b) self-service printing    Yes - outsourced.                               Yes                                        Yes                                             Yes                                   Yes
and photocopying
2. Where is the Copy        External to the Library                         QUT Printing Services (QPS) operates       Not applicable to Library; the University has   All self managed services. Lismore-   The Student Copying and Printing
Centre located?                                                             a Printery located off campus at Milton.   2 facilities for student at City and Bundoora   Library Technology Services Coffs     Services is located within the Library.
                                                                            QPS has a Service Centre located           campus (outside of the Library) that are run    Harbour – TAFE and Information
                                                                            within the Library at Gardens Point and    by Fuji Xerox Australia (FXA)                   Technology & Telecommunications
                                                                            Kelvin Grove campus.                                                                       Services (IT&TS) Tweed Gold Coast




Who runs it?                                                                It is run by QUT Printing Services. QUT                                                    TAFE and Information Technology &     Mail and Print Services manage the
                                                                            Printing Services is a separate identify                                                   Telecommunications Services (IT&TS)   Student Copying and Printing Service.
                                                                            to the Library.                                                                                                                  (Mail and Print Services is a unit of the
                                                                                                                                                                                                             Information Services Branch. The
                                                                                                                                                                                                             Branch also includes Library and
                                                                                                                                                                                                             Records Management Services.)
                                                                                                                                                                                                             Mail and Print Services also manage a
                                                                                                                                                                                                             high volume Production Printery
                                                                                                                                                                                                             (providing high volume colour printing,
3. What services does the   Large runs, design, finishing, large document   High quality colour A4/A3, high quality n/a to the Library                                 Self managed Copying and Printing,    Photocopying, printing, binding, credit
Copy Centre provide?        creation                                        high speed black/white A4/A3, Plan                                                         Colour and Black and White            loading and assistance with self
                                                                            Printing A3-A0, Large Format Colour A2-                                                                                          service. The self service provides
                                                                            A0, Scanning, Binding, Laminate and                                                                                              students with photocopying/printing and
                                                                            Stationery.                                                                                                                      binding facilities located throughout the
                                                                                                                                                                                                             Library and labs.


4. Is the Copy Centre       outsourced                                      Internally                                 n/a to the Library                              N/A                                   It is managed internally by Mail and
managed internally or                                                                                                                                                                                        Print Services, Information Services.
outsourced?




5. How is the Copy Centre Don‟t know                                        QPS Administration 7 staff (Admin & IT) n/a to the Library                                 N/A                                   Student Copying and Printing Services
staffed?                                                                                                                                                                                                     has 1 full-time and 2 part-time staff
                                                                                                                                                                                                             members.
                             NEW SOUTH WALES                                     QUT                                        RMIT                                          SOUTHERN CROSS                             SUNSHINE COAST

Are there additional or      Separate.                                           Printery 12 staff. Gardens Point 3 staff                                                 Library Technology Services              Staff from the Mail and Print Services
separate staff that                                                              (casual staff during semester). Kelvin                                                   manage/troubleshoot student self service Office, (10) are available to assist the
support/troubleshoot self-                                                       Grove 2 staff (casual staff during                                                       printing. Copying service outsourced     student printing services with all
service printing and                                                             semester).                                                                                                                        aspects of the service.
photocopying?




6. If there is an outsourcing Copy centre - don‟t know                           No                                         RMIT University Library has had a facilities Large volume printing is directed to the    No
arrangement, which                                                                                                          managed contract with FXA since Dec 2008, University printery
services are outsourced?                                                                                                    covering supply of equipment, maintenance
                                                                                                                            services, cash collection, valet support, cost
                                                                                                                            recovery




How long have they been      Self Service -yes                                                                                                                            >10 years
outsourced?




7. What is the approximate N/A                                                   Staffed 50% Self service 50%               100% self service                             N/A                                        Approximately staffed 5%, self serve
split in usage of staffed                                                                                                                                                                                            95%
service and self-service?




8. What types of machines Printers, photocopiers MFDs                            Colour MFDs, Black/white MFDs,             MFDs which allow both copying and printing Duplex Printers, Copiers and MFD              Colour and Black/White Multifunction
are provided for self service                                                    Colour Printers, Black/white printers,     and MFDs that operate as photocopiers or                                                 devices for printing/copying/scanning,
e.g. binding machines,                                                           staplers, slicers, coil binders and        printers                                                                                 laser printers, binding machines.
multifunction machines?                                                          thermal binders.




9. What is the pricing       Copy centre - don‟t know Self Service = per page.   QPS is a partially self funded business Details are available on request                 Based on capital and operational costs     The pricing structure for Student
structure for Copy Centre                                                        operation. QPS does not pay for floor                                                                                               Copying and Printing Services is
and self-services?                                                               space or utilities. Pricing for students                                                                                            operating, staff expenses and capital.
                                                                                 and staff is benchmarked against other                                                                                              The Print Production unit of Mail and
                                                                                 universities. The price structure is                                                                                                Print Services is structured slightly
                                                                                 designated to cover salary, equipment                                                                                               differently.
                                                                                 and ongoing operational costs.
                           NEW SOUTH WALES   QUT                                       RMIT                                         SOUTHERN CROSS                             SUNSHINE COAST

10. How are copy services Centrally          Centrally                                 RMIT University Library has had a facilities Each site                                  Centrally
managed - centrally or at                                                              managed contract with FXA since Dec 2008
each site?                                                                             for services at the six Library sites.




11. How are repairs and     Click Charge.    Staff are trained to carry out operational FXA has a 24hr call centre to log support   Printers internally maintained, turned over In-house trouble shooting and contracts
maintenance managed e.g.                     level maintenance. All copiers, printers calls, that are then handled by FXA           when warranty expires Copiers valet         with vendors
click charge, valet or done                  and MFDs are under a service               technicians or valet service                service.
internally?                                  agreement with a service copy cost.




12. How was the decision Both                Maintenance support is a service driven It was a service driven decision               Service driven                             Service driven. Uptime is critical.
for the repairs and                          decision.
maintenance arrangement
reached e.g. was it a cost
driven or service driven
decision?
                              NEW SOUTH WALES                                QUT                                     RMIT                                         SOUTHERN CROSS          SUNSHINE COAST

13. What service levels                                                      User Charges registry. Quarterly vendor The Library Service levels are covered in the Discussed annually,    Internal procedures and reports,
does the University have to                                                  meetings.                               contract and can be supplied on request.                             surveys.
review the printing and
copying services?




If so, how often are they     Library only annual review, mechanism in the   Divisional quarterly reporting. Monthly FXA and the Library have a monthly site      Reviewed as required.
reviewed?                     agreement. About to move to University wide    reports DVC TILS. Fortnightly meetings meeting to review progress against service
                              services                                       with DVC TILS.                          levels.
                            TASMANIA                                VICTORIA                                       WESTERN AUSTRALIA                              WESTERN SYDNEY


1. Do you provide:
a) staffed Copy Centre      No. [UTAS has a UBE (University Business Yes                                           Yes                                            No
                            Enterprise) which runs Reprographics
                            (Printery) services. They have facilities on
                            the Sandy Bay and Launceston campuses.
                            They are owned by UTAS, and in the
                            Financial Services Division, but they are
                            expected to cover their costs]




b) self-service printing    Yes                                     Yes                                            Yes                                            Yes
and photocopying
2. Where is the Copy        N/A                                     The Library has staffed Copy Centres at its Ground floor Reid (Central) Library.              N/A
Centre located?                                                     two largest campus libraries: Footscray
                                                                    Park & St Albans




Who runs it?                N/A                                     The Copy Centres are managed by the            Run by copying services staff as part of       Copy services across all 7 libraries are run
                                                                    Access & Lending Services Librarian and        Library Administration                         from a sub-set of the Library Systems team.
                                                                    are situated within the Library Services
                                                                    Branch of VU Library




3. What services does the   N/A                                     High-end colour printing and copying,          Photocopying, Printing, Overhead             Colour and b/w printing and photocopying;
Copy Centre provide?                                                binding, scanning, laminating and other        Transparencies, Binding (Thermal and Ring) Binding, laminating, ePay Services
                                                                    special services - see                         Laminating (business card thru poster size),
                                                                    http://w2.vu.edu.au/library/lending/copycent   Scanning, Fax Services, Thesis binding.
                                                                    re2.htm



4. Is the Copy Centre                                               Wholly managed by the Library                  Internally                                     Internally managed.
managed internally or
outsourced?



                          N/A
5. How is the Copy Centre N/A                                       There are 5 people (approximately 4            Two Library administration staff cover the     1.5 EFTSU directly staffing copy services,
staffed?                                                            EFTSU) who work in the Copy Centres as         front counter as their primary roles and are   assisted by systems staff and library
                                                                    well as support for centralised library-wide   supported by other admin staff as required.    administration in terms of funds
                                                                    copy service provision                         8:30am-5:00pm Monday – Friday.                 reconciliation etc.
                                TASMANIA                                        VICTORIA                                     WESTERN AUSTRALIA                               WESTERN SYDNEY

Are there additional or         N/A                                             Campus library staff provide day-to-day      Self service locations throughout the library   Copier and printing equipment maintained
separate staff that                                                             support of self-service copying and printing are supported by IT and Campus Card.            and serviced by suppliers Ricoh, Xerox and
support/troubleshoot self-                                                      where there are no Copy Centre staff                                                         Monitor Business Machines.
service printing and                                                                                                                                                         Printing/Copying infrastructure maintained
photocopying?                                                                                                                                                                by Library Systems and desk staff in
                                                                                                                                                                             conjunction with supplier (Monitor Business
                                                                                                                                                                             Machines)




6. If there is an outsourcing N/A                                               N/A                                          N/A                                             N/A
arrangement, which
services are outsourced?




How long have they been
outsourced?




7. What is the approximate N/A                                                  In terms of revenue, approximately 92%       Self service machines are located in 7          99% self service, with library or photocopy
split in usage of staffed                                                       comes from self-service copying and          different buildings however only cover          services staff available for assistance and /
service and self-service?                                                       printing, and 8% from the staffed services   printing and photocopying/scanning so an        or troubleshooting
                                                                                                                             accurate comparison is impossible,
                                                                                                                             furthermore many of the copying services
                                                                                                                             functions are used by staff and other
                                                                                                                             departments Ie. Thesis Binding. A financial
                                                                                                                             breakdown cannot be made as all copying
                                                                                                                             services income is directed to a single
                                                                                                                             account.

8. What types of machines       [The UTAS Printerys offer high-volume           Multifunction devices for photocopying and MFDs (Photocopying and Scanning) Printers Binding, laminating, printing, copying, epay,
are provided for self service   printing, photocopying (blck and white and      scanning/emailing, printers, binding       (attached to student access pcs)          MicroFiche/Film
e.g. binding machines,          colour), binding, poster sized printing and     machines
multifunction machines?         laminating. Staff and students use the
                                service]




9. What is the pricing          N/A for Copy Centre. For our photocopying       The pricing structure is largely based on    Price comparison: Copy Centre – Self        Pricing based on cost recovery and sector
structure for Copy Centre       services we charge 12 cents a page for          capital, operating and staffing expenses     Service Copy/Print A4-20 -12c, A3 - 30c-24c wide benchmarking of costs per copy / print.
and self-services?              printing black and white, 50 cents a page for   and some market influences such as           Copy/Print Colour A4 - 50c-40c, A3 - 90c -
                                colour.                                         alignment with campus bookshop prices        60c.
                                                                                where applicable
                            TASMANIA                                        VICTORIA                                   WESTERN AUSTRALIA                             WESTERN SYDNEY

10. How are copy services UTAS has a university wide system called          Copy services are managed centrally -      Centrally, all statistics, payments and paper Centrally
managed - centrally or at CAPS (Copying and Photocopying) which             maintenance, supplies, administration is   orders are made through Library
each site?                  ITR manage. Students use their ID card to       largely centralised                        Administration.
                            activate their “purse” and to copy and print
                            on CAPS equipment throughout the
                            university. The purse is in a database, no
                            smart card technology is used. ITR and the
                            Library worked very closely to get the CAPS
                            system going, and during that project the
                            current student ID card was developed.
                            All branch library client services staff can
                            help students with very basic IT issues,
                            including CAPS. Students can put money on
                            their CAPS account through EFTPOS at the
                            library client services desks, or on self-
                            service EFTPOS stations. We also have
                            several “advanced IT” support staff who
                            assist with complicated CAPS problems, and
                            our Library Infrastructure Coordinator is
                            responsible for the program in the libraries.
                            Library visitors can obtain special cards for
                            CAPS, initial charge is $2 which covers the
                            cost of the card and some printing and
                            photocopying.
                            ITR have one position which manages
11. How are repairs and     Click charge on all photocopiers. We have a     Most significant repairs and maintenance Click Charge                                    Valet services for paper loading once per
maintenance managed e.g. contract through Corporate Express for our         are covered by contracts with vendors and                                                day, click charges remotely managed
click charge, valet or done photocopiers, and they will attend when         supported by in-house trouble-shooting                                                   internally. Service calls for repairs are
internally?                 there are issues. Printers we manage            such as clearing paper jams, resetting                                                   managed centrally by Library Systems staff.
                            internally (we find that owning printers        machines
                            outright is better than leasing through ITR,
                            and that way we get the proceeds from the
                            printing) – when they break we replace. We
                            have found printers to be very reliable
                            machines, and have been going for 1 year
                            warranties.




12. How was the decision Service driven.                                    Service driven - VU Library reprographic Usage Driven as part of lease agreement for Library copier / printer fleet within wider
for the repairs and                                                         service has been managed in-house since MFDs.                                        university fleet – arrangement determined
maintenance arrangement                                                     1994, as a result of quality improvement                                             by both cost and service driven
reached e.g. was it a cost                                                  review undertaken by the library at that
driven or service driven                                                    stage. Client feedback in 1994 indicated
decision?                                                                   that photocopying was of major concern,
                                                                            with reliability and service support viewed
                                                                            as critical factors. At that time, copiers
                                                                            would be out of action for up to four weeks
                                                                            and service points received constant
                                                                            complaints. As well, the Library benefits
                                                                            from the revenue which it uses to fund
                                                                            special projects or purchases.
                            TASMANIA                                    VICTORIA                                      WESTERN AUSTRALIA                            WESTERN SYDNEY

13. What service levels     We have service levels through our          No University service levels –                Reviewed toward end of each contract based Service levels largely determined by
does the University have to cooperation with ITR and CAPS.                                                            on usage rates and customer feedback. First contract with external equipment supplier.
review the printing and                                                                                               year of contract allowed review and return or
copying services?                                                                                                     increase in number of MFDs as required




If so, how often are they   Our Library Infrastructure Coordinator      Main indicator is the Library annual client                                                Reviewed every 3 years, or upon
reviewed?                   position reviews the situation each year.   satisfaction survey                                                                        identification of failure to meet SLA
                                                                                                                                                                   indicators
1. Do you provide:
a) staffed Copy Centre




b) self-service printing
and photocopying
2. Where is the Copy
Centre located?




Who runs it?




3. What services does the
Copy Centre provide?




4. Is the Copy Centre
managed internally or
outsourced?




5. How is the Copy Centre
staffed?
Are there additional or
separate staff that
support/troubleshoot self-
service printing and
photocopying?




6. If there is an outsourcing
arrangement, which
services are outsourced?




How long have they been
outsourced?




7. What is the approximate
split in usage of staffed
service and self-service?




8. What types of machines
are provided for self service
e.g. binding machines,
multifunction machines?




9. What is the pricing
structure for Copy Centre
and self-services?
10. How are copy services
managed - centrally or at
each site?




11. How are repairs and
maintenance managed e.g.
click charge, valet or done
internally?




12. How was the decision
for the repairs and
maintenance arrangement
reached e.g. was it a cost
driven or service driven
decision?
13. What service levels
does the University have to
review the printing and
copying services?




If so, how often are they
reviewed?

				
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