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?
Pages to are hidden for
"Copy Services - CAUL _Council of Australian University Librarians "Please download to view full document