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					 Xerox                                                       2/11 received response from Johann Van Reenen
 U of New Mexico                                             2/14 received response from David Herzel
 Johann Van Reenen
 David Herzel
 Associate Professor, Director Library
 jreenen@unm.edu
 505-277-8310

1. (Old #1) How are printing svcs managed?                                    technical problems during implementation . These problems seem to
Uniprint / dedicated print/copy value cards?                                  have been caused by one part or another in the system reacting
                                                                              unpredictably to new software versions of various other components
It is my responsibility (see above) which is delgated for day-to-day          of system. Xerox and Xerox Global Services both had problems at
management to Dave (see above) and a representative from Library              different points of time in getting all needed equipment shipped and
Information technology. Each branch Library (science, fine arts,              on-site in a timely manner. Xerox and XGS people were always
business)manage their machines (printers and copiers) with direction          responsive, but some delivery problems didn’t have easy solutions.
from Dave.                                                                    13. (Old #7) If you had to do it over, what would you do
2. (Old #2) Number of users?                                                  differently?
All students, staff, and faculty at the main library and the health           No (Dave: trials didn’t have to be as long as we had planned. We
sciences center - could be up to 20 K but in reality it is much less.         planned on 4-6 weeks for each company. Key information about how
Dave: ( true, but we also have a large number of patrons from public          well the company can run the project was apparent even prior to
at all libraries.DH) System managed 17,000 print jobs in first 4              opening it to the public.
weeks of semester DH. On-line payment option also managed 10,000              14. (Old #10) Would you go with this system again?
copy jobs in that time.                                                       Yes
3. (Old #3) Number of kiosks?                                                 15. (Old #11) What was the cost to implement? To vendor and
Dave:(3 at Main Library, 1 at each of the 3 other libraries. Health           internal.
Sciences has 3.) Color options at Health Sciences and Fine Arts) DH           This should be discussed with the vendor. We have only part of the
4. (Old #4) Quota or charge?                                                  answer. Dave –(We had some costs in bringing up our infrastructure.
Charged 10 c per exposure for both printing and copying using the             This ranged from setting up more electrical outlets, to more internet
same card                                                                     ports. Staff time was high, but there were cash expenditures also.
5. (Old #5) Price per page for simplex letter/duplex                          16. (Old #13) What are the major limitations of the system?
letter/color/tabloid?                                                         None that is serious that we have run into thus far.
10 c for one page, 15 c for duplexed page                                     17. (Old #19) What do you like/not like about the system?
6. (Old #6) How long have you had this system in place?                       Integrated payment system for copy and print services from two card
Four Months excluding test periods                                            options: a Xerox/Pharos vending debit card and the UNM LoboCash
7. (Old #17) What was your prior process and does this system                 card that all students and faculty can activate to use a s a debit card.
deliver the solutions you were looking for?                                   18. (Old #16) How is the Vendor responsiveness to support and
Local printing. Yes, this system met our expectations and more                maintenance problems?
8. (Old #8) Which other vendors did you consider for this                     Very good to excellent
system?                                                                       19. (Old #18) Have you done an ROI after the implementation?
Ikon                                                                          Yes
9. (Old #12) What were your success criteria?                                 20. (Old #9) If we choose the same vendor, can we contact you in
WE had a long list of criteria - I cannot find it right now (Dave - do        the future?
you have a copy) Both companies were given the criteria at the outset         Yes. Please contact Dave Herzel (dherzel@unm.edu) or Rob Wiberg
of the project.                                                               (spike@unm.edu)
                                                                              21. (Old #21) If we have questions about your answers can we
See CopyPrintSelectionCriteria.doc                                            contact you to follow up?
10. (Old #14) How long to implement? How many man-hours?                      Yes.
Dave, please respond to this question. Basically it took from August
2005 to October 2005 to implement. ( Dave : Count on lots of hours.I
didn’t count my hours or anyone else’s specifically, but it was a
major effort which dominated the work lives of several people. Xerox
put in plenty of time on the ground from local and national
employees as well as over the phone and e-mail. Lots of tech work
coordinating aspects of the systems. Lots of public service work
deciding how to implement. Communication takes time, bit is
worthwhile.
11. (Old #15) What surprises did you encounter?
Dave: I was new to Copy/Print at that time. Surprised by the
complexity of the whole project from accounting for copy machines
to setting up payment options. E.G. Most of our microfilm/fiche
copiers are of an age which doesn’t allow an on-line payment option.
Forced some quick thinking there as we switched from our dumb
card.
12. (Old #20) Problems during the implementation and how were
they resolved?
We had weekly meetings with Xerox and they had technicians onsit
during most of the implementation phases Dave ( communication
with Xerox was near constant. Took time, but very useful. Some
 Lexmark                                                     2/9 Request sent for response by 2/14
 Hostos Community College                                    2/15 Email request sent to Lexmark for new contact name at Hostos or another
 Praveen Panchal                                             educational reference name
 Asst. VP of IT                                              2/22 left phone message for Dave Propes asking for another reference name
 Ppanchal@hostos.cuny.edu                                    2/23 left phone message for Praveen Panchal of Hostos Community College
 718-518-6641                                                2/24 conducted phone interview with Praveen Panchal


1. (Old #1) How are printing svcs managed?                                    16. (Old #13) What are the major limitations of the system?
They decided to just pilot 2 MFPs and 1 regular printer in their              For tying into LDAP or Active Directory ensure you get the tool that
library and the experience has been mixed overall                             automatically updates Pharos. They have added a student to the
2. (Old #2) Number of users?                                                  Active Directory then forgot to update Pharos so the student is not in
4000 students                                                                 the Pharos system and can't print. Over all their tie in to Active
3. (Old #3) Number of kiosks?                                                 Directory works well, but ensure adequate documentation so students
1 print release station connected to stand alone printer; 2 MFPs              know their user names and passwords and how to use the system.
4. (Old #4) Quota or charge?                                                  17. (Old #19) What do you like/not like about the system?
They give a quota of $25/semester                                             Like- that there is a mechanism for charging for copies and priniting -
5. (Old #5) Price per page for simplex letter/duplex                          students are now accountable - they can import into Pharos only the
letter/color/tabloid?                                                         students that have paid their tuition bill.
.10 simplex, .20 duplex, only black and white
6. (Old #6) How long have you had this system in place?                       Don't like - have to provide training to library staff who did not want
Since October 2004 - still new and still testing                              the additional responsibility - recommends a technical person in the
7. (Old #17) What was your prior process and does this system                 library at least in the beginning
deliver the solutions you were looking for?
Free Printing. Students were not very happy with the move to pay for          Also don't really like how Pharos deals with students going over their
printing at first, but they have buy in now                                   quota account - if a student only has 10 pages left but prints 30 pages
8. (Old #8) Which other vendors did you consider for this                     there is no way to stop him/her from printing the 30 pages. Instead
system?                                                                       the Pharos account goes into arrears and the next time the student
A local company called Open Print Management Systems. Pharos                  tries to print they will not be allowed to until there is a positive
was highly recommended to them.                                               balance on the card.
9. (Old #12) What were your success criteria?                                 18. (Old #16) How is the Vendor responsiveness to support and
Good references - their sister colleges had Pharos, although not on           maintenance problems?
MFPs; Name brand - Lexmark and Pharos have good name                          Local Lexmark tech support is good. Respond on site within 24
recognition; Integration with Active Directory; Good technical                hours.
support
10. (Old #14) How long to implement? How many man-hours?                      National Lexmark support has been disappointing - takes 15-20
15-20 days to receive hardware, 1 week after hardware received.               minutes to respond to calls to the 800 number.
They had only one internal person working on the implementation               19. (Old #18) Have you done an ROI after the implementation?
and would definitely recommend at least 2 people as a back up. Also           No- too soon
recommend that we ask vendor to hold our hand through the                     20. (Old #9) If we choose the same vendor, can we contact you in
implementation so they will be very involved. Pharos people were on           the future?
campus for 2 days and Lexmark was on campus for 2 days.                       Yes
11. (Old #15) What surprises did you encounter?                               21. (Old #21) If we have questions about your answers can we
No significant surprises. Thought the swipe would work differently            contact you to follow up?
than it does - is an add on to the MFP. Ensure you do pre-prep before         Yes
Lexmark comes on campus and test thoroughly and as much as
possible before going live.

There was a snag with the MFPs for jobs that were scanned and then
copied - they were taking 20 minutes to an hour to print out because
they were being sent to the server for processing. Pharos resolved the
problem by processing the job locally at the MFP so now it is
instantaneous.
12. (Old #20) Problems during the implementation and how were
they resolved?
No real problems - implementation went pretty smoothly
13. (Old #7) If you had to do it over, what would you do
differently?
Test, test, test. MFP display is not very big - students may have
problems adapting to the touch screen, especially if they have big
fingers. Attach a stylus.
14. (Old #10) Would you go with this system again?
Yes. It is good for the students. Will expand into computer labs and
other areas
15. (Old #11) What was the cost to implement? To vendor and
internal.
$64,000 for 2 MFPs, 1 printer, Software, tech support, etx. Internal
costs were for a dedicated server, value stations, cabeling, network
cords, human resources, etc.
 GoPrint                                                   2/10 received confirmation of receipt of reference request
 Rhode Island School of Design                             2/15 sent reminder
 Steven J. Boudreau                                        2/23 left phone message requesting phone interview
 Director of Network Svcs
 sboudrea@risd.edu
 401-454-6544

1. (Old #1) How are printing svcs managed?
pay for prints with campus id or rechargable print card (system?).
Full support (consumables, maintenance) offered to departmental
printers on the system.
http://intranet.risd.edu/pdfs/RISDPRINTONCUE.pdf
2. (Old #2) Number of users?
3. (Old #3) Number of kiosks?
4. (Old #4) Quota or charge?
students can pick up a $25 card that expires at the end of academic
year. Otherwise all charge
5. (Old #5) Price per page for simplex letter/duplex
letter/color/tabloid?
0.10 letter (simplex?)
0.15 tabloid
1.00 color letter
2.00 color tabloid
2.50 24x36 b&w plot
10.00 24x36 color
6. (Old #6) How long have you had this system in place?
7. (Old #17) What was your prior process and does this system
deliver the solutions you were looking for?
8. (Old #8) Which other vendors did you consider for this
system?
9. (Old #12) What were your success criteria?
10. (Old #14) How long to implement? How many man-hours?
11. (Old #15) What surprises did you encounter?
12. (Old #20) Problems during the implementation and how were
they resolved?
13. (Old #7) If you had to do it over, what would you do
differently?
14. (Old #10) Would you go with this system again?
15. (Old #11) What was the cost to implement? To vendor and
internal.
16. (Old #13) What are the major limitations of the system?
17. (Old #19) What do you like/not like about the system?
18. (Old #16) How is the Vendor responsiveness to support and
maintenance problems?
19. (Old #18) Have you done an ROI after the implementation?
20. (Old #9) If we choose the same vendor, can we contact you in
the future?
21. (Old #21) If we have questions about your answers can we
contact you to follow up?
 Diebold 1                                                      2/11 received response from Robert Casey
 Pepperdine University
 Robert Casey
 University Card Services/Telecomm Services
 robert.casey@pepperdine.edu
 310-506-7294

1. (Old #1) How are printing svcs managed?                                       11. (Old #15) What surprises did you encounter?
At our School of Law we use Uniprint, at our Ed Centers and Seaver               I think the nuances of the Windows print server configuration have
College we use CSPrint, for staff/administrative printing at                     been a surprise to otherwise savvy technical services people. We
networked copier/printers we use a Canon labeled Equitrac print                  initially had difficulties in labs running mac/apple computers
queue control program. Many additional printers are procured                     attempting to print large complex graphics through a windows print
maintained and managed by individuals and departments.                           server. We ultimately abandoned that as a limitation of the
2. (Old #2) Number of users?                                                     Windows/Apple/HP Printer driver combination rather than a csprint
We have about 4500 undergraduates and about 5000 Grad students                   problem. Some of our technical services people have been
who may use our Seaver CS Print system, about 1000 law students                  'disoriented' by the Diebold installation software, particularly the
using UniPrint and perhaps 300 staff using Canon/Equitrac                        configuration of the magstripe readers, the necessity for a software
3. (Old #3) Number of kiosks?                                                    configured connection to the CSGold TPS host. I believe once they
16 CSPrint locations, and 500 uninstalled licenses for CSPrint Client            get over that it is all pretty friendly and manageable.
software.                                                                        12. (Old #20) Problems during the implementation and how were
4. (Old #4) Quota or charge?                                                     they resolved?
Law Students (UniPrint) receive a quota, Staff (equitrac/canon) have             Familiarizing our technical people with the Diebold host systems
no restriction on printing, All CSPrint users pay per page via their             requirements and the windows print server requirements.
idcard.                                                                          13. (Old #7) If you had to do it over, what would you do
5. (Old #5) Price per page for simplex letter/duplex                             differently?
letter/color/tabloid?                                                            Better partnership with technical services.
I believe it is .05 per page. The price is set locally at each CSPrint           14. (Old #10) Would you go with this system again?
server and this is what I recall the last agreed price to be.                    I certainly would. As mentioned above other areas have resisted this
6. (Old #6) How long have you had this system in place?                          for a variety of legitimate reasons and a few 'internal' reasons which I
Our first CSPrint station was installed in 1999                                  believe fail to take into account the advantages of a single system
7. (Old #17) What was your prior process and does this system                    with the ability to provide any variety of printing options such as pay
deliver the solutions you were looking for?                                      per page – variable by location - free quota/page count based
Our prior system controlled the printer directly. CSprint has the                printing, and unlimited printing- all available at all locations if
capability to meet our needs. Our 'disconnect' is on various players             configured in that way.
(Law School, Technical Services, Card Services) each having vying                15. (Old #11) What was the cost to implement? To vendor and
objectives and pre-existing investments in systems. Our office would             internal.
maintain that CSPrint - including CSPrint Client- can meet all of the            Again, because of the growth of CSPrint it is hard to specify a hard
different objectives with a single management tool- CSGold.                      dollar figure other than estimate 'total cost'. The pricing has changed
8. (Old #8) Which other vendors did you consider for this                        (improved?) since we began. Particularly with the availability of
system?                                                                          'wedge' magstripe readers which s=were not initially offered. And I
Uniprint                                                                         am certain we are now able to implement a new CSPrint location for
9. (Old #12) What were your success criteria?                                    less than $2500.00 which would include the csprint server which we
For CSprint the success criteria has been ability to print, ability to           procure t6hrough our internal cannels rather than from Diebold.
capture charges against cards for reimbursement of printing providers            (because our technical services people prefer machines 'they own' for
(Technical Services), ability to install and maintain print services             very sound support reasons.
applications at locations up 70 miles from the 'home' campus. Ability            16. (Old #13) What are the major limitations of the system?
to work around system problems which might otherwise completely                  It is vital to have people involve who understand windows print
halt the ability to print anywhere.                                              servers. Without that expertise maintaining and troubleshooting is
10. (Old #14) How long to implement? How many man-hours?                         problematic since the CSPrint application is bound up so tightly with
 The system has expanded from our initial 4 locations in 1999. The               windows print services. That limits Card Offices who do not have
time to configure print servers has improved vastly as our technical             print server people on staff in that they must depend on IT printing
services people have become more expert. Each time we have staff                 people to be partners with them in maintaining a robust CSPrint
turn over there is a learning curve dip in installation proficiency but I        system.
would estimate that beginning to end, from configuring the print                 17. (Old #19) What do you like/not like about the system?
server, to bringing it online, to installing the csprint software and            I like the integration with the other CSGold debit systems
configuring that and creating new locations in CSGold takes less than            applications. I like the configurability options which exists at the
three days of internal work. And that three days is a pessimistic                csprint server itself, at the CSGold Host location level, and at the
estimate assuming all of the 'unforeseen' delays, such as waiting for            SV&C plan level. At each of these levels you can expand and
others to assign static ip addresses, and communication between the              contract the options and parameters for some csprint stations, all
CSGold administrator assigning location parameters and the field                 csprint stations, or any combination desired. I don't like that we are
person installing csprint locally. Excluding the initial install time in         utterly dependant on windows print server experts to keep things
1999- understand this was some really new stuff at that point, in fact           running but I understand it and it would be inefficient to have our
Phillip Moore (who wrote the original CSPrint code) did our initial              office become windows printing experts.
CSPrint install, I would estimate the total Diebold time support us              18. (Old #16) How is the Vendor responsiveness to support and
across all subsequent installations and help desk calls for assistance           maintenance problems?
has been 20 hours or less. On our current installations, assuming we             I think in general the support is okay, the problems as I perceive them
have an experienced person doing the work and following the                      always go back to the windows print server issues. I really don't
prescribed methods, we require no assistance from Diebold.                       expect Diebold to dive into windows server problems, particularly on
boxes they didn't sell, install or configure, but I do believe they are
very reasonable about making suggestions and pointing us in various
directions to look in solving problems. Of the support issues directly
on the Diebold/CSPrint/CSGold side they continue to grow in
expertise and the speed and accuracy of their help is a tremendous
improvement over the dubious days in 1999 when all of this was less
than 1 year old.
19. (Old #18) Have you done an ROI after the implementation?
No not at all. None of our card systems operations are viewed from
an ROI standpoint. It is, for us, all about service. We perceive a need
(in this case provide 'controlled' printing for students) and then
attempt to find the best method for meeting that need. I think
Pepperdine learned long ago, that it is unrealistic for a school our size
to make significant money from its card systems. To the extent we
are able to capture some revenue against cost that is to the good but
not an objective for us at the present time.
20. (Old #9) If we choose the same vendor, can we contact you in
the future?
As you can probably tell by now, I love talking (or typing) about our
systems. I would be happy to answer in greater detail any additional
questions you might have or clarify any of my answers.
21. (Old #21) If we have questions about your answers can we
contact you to follow up?
Absolutely.
 Diebold 2                                                     2/15 received response from Gary Willis
 McLennan Community College
 Gary Willis
 Sr. Auxiliaries Specialist-Financial Services
 gwillis@mclennan.edu
 254-299-9328

1. (Old #1) How are printing svcs managed?                                      12. (Old #20) Problems during the implementation and how were
All student printing is now managed by CS Print. Many classrooms                they resolved?
and individual offices have printers, but this is not the bulk printing.        See the question on how long did implementation take.
Prior to July 2004 we only used CSPrint in our Library. They loved it           13. (Old #7) If you had to do it over, what would you do
and we very seldom had a problem.                                               differently?
2. (Old #2) Number of users?                                                    Have Diebold accomplish the install and activation from the
In July 2004 the CSPrint Client/Paystation came out of Beta-testing             beginning. They have the expertise and the personnel to Handle any
and was installed here as one of the first - We are only a mile away            troubleshooting immediately. In two days they could have completed
from the Diebold R&D shop. As with anything new there have been                 every lab we have.
bugs, but all seem to be worked out now. I am now running the                   14. (Old #10) Would you go with this system again?
upgraded version off of 4 servers and 4 remotes from those servers.             Yes, we really love it. We are using it in conjunction with our other
Altogether we are serving 225 workstations in 7 labs across campus              Diebold configurations. We use C2005 on our copiers, microfilm,
from 8 card readers. The license covers up to 500 WS for the $5000              microfiche, and turbos for payment of fines, books, etc. We no longer
fee.                                                                            have any coin changers, coin boxes, change funds, etc. It requires
3. (Old #3) Number of kiosks?                                                   very little to maintain.
8 card readers. This has worked fine. In most cases labs have 25-35             15. (Old #11) What was the cost to implement? To vendor and
WS. The Library has been our greatest challenge with 116 WS                     internal.
running off of 2 servers and 2 card readers. At worst, wait time to             Very little. We traded our copy of CSPrint which was $2800 for a
print doesn't exceed a couple of minutes.                                       licensed copy of CSPrint Client/PayStation which is $2500. CSPrint
4. (Old #4) Quota or charge?                                                    is licensed for only one location and Client allows us as many servers
All are charged. We decided against quotas of free just because of the          around campus as we want. The license to operate up to 500 WS
perceived manpower costs of tracking and managing the plans. We                 from these servers was $5000. We are using old PIII computers as
have explained to students that lab costs do not necessarily mean free          servers, so there is no cost there (as we replace computers with P4,
printing. In those areas where classes need to print free on occasion           we just retain the best ones for servers). They work fast enough for
or to replace copies from printer hangs/jams, etc, I have given them a          CSPrint. The card readers are $135 each. So in a nutshell, $2500 +
"dummy" card that is set up in the CSPrint as a privilege card, not             $5000 + (server costs) + (# of card readers). All of my labs were set
charged for prints.                                                             up for less than $10,000.
5. (Old #5) Price per page for simplex letter/duplex                            16. (Old #13) What are the major limitations of the system?
letter/color/tabloid?                                                           Haven't seen one yet, it has done everything we wanted.
Currently we are only doing B&W simplex printing at $.08 per page.              17. (Old #19) What do you like/not like about the system?
We started out at $.10 until sufficient Data could be gathered to               The ease of managing, the reports, and dependability.
support a decision otherwise.                                                   18. (Old #16) How is the Vendor responsiveness to support and
6. (Old #6) How long have you had this system in place?                         maintenance problems?
CSPrint in one form or other has been on campus for 3 years.                    Most of the time, excellent. Sometimes they are just real busy, but
7. (Old #17) What was your prior process and does this system                   they normally answer my emails quickly, and If detailed enough, they
deliver the solutions you were looking for?                                     will come into my system via PCAnywhere and resolve the problem.
Printing was free.                                                              19. (Old #18) Have you done an ROI after the implementation?
8. (Old #8) Which other vendors did you consider for this                       No.
system?                                                                         20. (Old #9) If we choose the same vendor, can we contact you in
None, we purchase the program when we originally installed CS                   the future?
Gold in Dec 99. However, It was not felt it was needed at that time             Yes
and not installed. We installed it in Feb 2002.                                 21. (Old #21) If we have questions about your answers can we
9. (Old #12) What were your success criteria?                                   contact you to follow up?
The amount of paper saved and the ease of managing the system.                  Most definitely, Gary Willis, 254-299-8328
Almost immediately we noticed the Library was Using 2 reams of
paper less a day.
10. (Old #14) How long to implement? How many man-hours?
We had problems originally because of the implementation method.
Originally, I got the print program and spent probably 30 hours trying
to figure out the install/building process. Once we discovered it was
part of the original installation process, Diebold agreed to come out
and install it. It took them about 4 hours to set up the works. It
worked immediately. But we experienced problems when we moved
it to our Library. Because of mis-communication between myself and
Diebold, it had not been set up as a server, but as a workstation only
capable of networking to 10 WS vice the 104 originally on line. That
took approximately 2 hours for us to fix and it worked fantastically
since.
11. (Old #15) What surprises did you encounter?
Only the one just discussed. [in the implementation question]
 Diebold 3                                                    2/14 received invitation to do phone interview
 Medical College of Georgia                                   2/16 conducted phone interview
 Lisa Wheatley
 lwheatl@mail.mcg.edu
 706-721-9939

1. (Old #1) How are printing svcs managed?                                      14. (Old #10) Would you go with this system again?
Card-based.                                                                     Yes, they upgraded to CSGold. The help desk is great, although a
Library, Student Center computer lab                                            little busier than they were 5 years ago.
                                                                                15. (Old #11) What was the cost to implement? To vendor and
Use CSPrint at one print lab in the library and one print lab in the            internal.
student center                                                                  Don't remember, but probably not a fair comparison since it was 5
2. (Old #2) Number of users?                                                    years ago. A guess would be $5000 for the software, perhaps 10-15K
They have about 5000 accounts on the system including guest cards,              overall.
but not all use the print service. A rough guess is that 50% use the            16. (Old #13) What are the major limitations of the system?
print services                                                                  Gen 6 version has some limitations, but they have been fixed by
3. (Old #3) Number of kiosks?                                                   CSGold. For example, they are thinking about putting in a color
There are 2 printers running off of one CS Print station in the library         printer and they can charge a different rate for the color printer than
lab and one printer running off of the print station in the student             for the black and white with CSGold, couldn't with Gen 6
center                                                                          17. (Old #19) What do you like/not like about the system?
4. (Old #4) Quota or charge?                                                    Like that it just runs and is fairly dependable - not a high
Charge                                                                          maintenance system from a system managers' prospective. The
5. (Old #5) Price per page for simplex letter/duplex                            people in the libraries tend to get very upset when the server locks up,
letter/color/tabloid?                                                           as it does once in a while, but she felt this was just part of the job.
.07 all simplex, all black and white                                            18. (Old #16) How is the Vendor responsiveness to support and
6. (Old #6) How long have you had this system in place?                         maintenance problems?
5 years                                                                         Good to Very Good. The Help Desk is busier than they were 5 years
7. (Old #17) What was your prior process and does this system                   ago, but if you don't abuse the urgency rating system it works fairly
deliver the solutions you were looking for?                                     well. When you call there is a numbered menu in which they ask if
Unlimited free printing as part of the student fees. They only had one          your system is down or not down. If you answer that it is not down
lab in the library at that time. There was simply too much abuse.               you may have to leave a message instead of talking to someone right
The reaction to the change to charge system was not as bad as                   away, however they do call you back. You can also send email that
expected because plenty communication well in advance that was                  you can mark as system not down, but problem is urgent.
low key in tone. They did not put a big notice in the student                   19. (Old #18) Have you done an ROI after the implementation?
newspaper. Instead, flyers by the printers stating that at this date            No, although Library may have.
printing will cost .07 per page.                                                20. (Old #9) If we choose the same vendor, can we contact you in
                                                                                the future?
Yes, system delivers solutions                                                  Yes
8. (Old #8) Which other vendors did you consider for this                       21. (Old #21) If we have questions about your answers can we
system?                                                                         contact you to follow up?
None. They had Diebold in place and wanted students to use their ID             Yes
cards so needed something that would tie in.
9. (Old #12) What were your success criteria?
Stop students from abusing free printing and tie into all computers in
the lab. Easy to use.
10. (Old #14) How long to implement? How many man-hours?
Once the equipment was in and hooked up, 2 days. Diebold is
notorious for taking a long time for newer items to ship, however
CSPrint is software so shipping should not be an issue for us. Most
implementation was done by internal people, with Diebold Help Desk
support and the Diebold sales representative, who she required to be
on site during implementation.
11. (Old #15) What surprises did you encounter?
Did not remember any surprises. The only issue she can think of is if
the print server locks up we need to have trained people for that. For
super-technical issues she sends people to the Diebold help desk. We
should be sure to periodically test new versions of software,
especially pdf documents. When new versions come out Diebold's
system has charged a 10 page document as 1 page. Especially
important to test how Diebold counts internal programs as well.
12. (Old #20) Problems during the implementation and how were
they resolved?
Didn't remember any big problems with implementation - certainly
wasn't traumatic.
13. (Old #7) If you had to do it over, what would you do
differently?
Nothing. For more information might suggest asking current Diebold
administrator to post our questions on the Diebold listserv
 Source Technologies                                         2/10 left phone message for Lee Smart, sales rep, requesting contact info for reference
 Coca-Cola                                                   2/15 sent email to Lee Smart requesting contact info for ref.
 Rick Gross                                                  2/15 received email response that Lee Smart was traveling and he would forward
 none given                                                  reference request to marketing department
 none given                                                  2/21 received contact names and phone numbers for Coca Cola and Manheim
 404-504-6455                                                Auctions
                                                             2/23 left message for Manheim Auctions Tom Davis 404-661-6392
                                                             2/23 talked with Rick Gross of Coca-Cola

1. (Old #1) How are printing svcs managed?                                     12. (Old #20) Problems during the implementation and how were
N/A                                                                            they resolved?
The self service kiosks installed at Coca-Cola are not for cost                Source Technologies had 9 computers stolen from their warehouse
recovery printing. They are for automating the delivery of warehouse           and they replaced them no questions asked.
pick tickets to forklift operators in Coca-Cola's 400 Distribution             Some warehouses were particularly windy so the papers weren't
Centers.                                                                       dropping cleanly so Source Tech delivered a fix with installation
2. (Old #2) Number of users?                                                   instructions right away.
Ranges from 10-100s depending on the size of the warehouse.                    13. (Old #7) If you had to do it over, what would you do
3. (Old #3) Number of kiosks?                                                  differently?
500 kiosks across 400 warehouses - 1-2 per warehouse depending on              Nothing
number of employees.                                                           14. (Old #10) Would you go with this system again?
4. (Old #4) Quota or charge?                                                   Yes - they are going to use them again as other divisions (eg, HR) are
N/A                                                                            looking into getting kiosks for some of their funtions.
5. (Old #5) Price per page for simplex letter/duplex                           15. (Old #11) What was the cost to implement? To vendor and
letter/color/tabloid?                                                          internal.
N/A                                                                            N/A - the system is so different that the cost to implement would not
6. (Old #6) How long have you had this system in place?                        be meaningful to us.
2 1/2 years.                                                                   16. (Old #13) What are the major limitations of the system?
7. (Old #17) What was your prior process and does this system                  Not currently tied to inventory system. Project in process to tie to
deliver the solutions you were looking for?                                    inventory system.
Prior home-grown kiosks were falling apart, some literally had duct            17. (Old #19) What do you like/not like about the system?
tape holding them together. Coca-cola warehouses can be very wet               When a forklift operator swipes his/her ID the SAP custom
place with soda spraying all over the place so the new system needed           application checks the ID against a list of employees and their role -
to be more resiliant than the old. The system delivered that -                 picker or loader, then dispenses the next pick or load sheet,
industrial touch screens, kiosks that can take some bumps.                     accordingly. Then when the employee comes back and swipes for
8. (Old #8) Which other vendors did you consider for this                      another pick list the system records the time between swipes. It also
system?                                                                        has methods to enter in when the employee is on lunch, break or in a
The purchasing guy really took Source Technologies to task, pricing            meeting. This enables the system to track the efficiency of each
individual components and demanding lower prices wherever                      employee, which can then be rolled up to track the efficiency of each
possible or purchasing the component from another vendor, such as              warehouse, each regional area, etc. Can create lots of reports that
purchasing CPUs from Compaq and printers from Lexmark                          shows efficiency on a micro or macro level.
9. (Old #12) What were your success criteria?                                  18. (Old #16) How is the Vendor responsiveness to support and
- Durable in warehouse                                                         maintenance problems?
- Resist moisture and weather conditions - Source Tech supplied                Great. They respond timely to any issues that come up.
cooling units for some warehouses in the Southwest that could have             19. (Old #18) Have you done an ROI after the implementation?
temperatures in the 100s                                                       N/A - the system is so different that the ROI would not be
- Build integrated package - bought CPUs from Compaq for a better              meaningful to us.
price and Source Tech received them and incorporated them into                 20. (Old #9) If we choose the same vendor, can we contact you in
kiosk prior to delivery to Coke                                                the future?
- Created great installation instructions                                      Yes
- One warehouse manager who had been at Coke for 25 years                      21. (Old #21) If we have questions about your answers can we
mentioned he had never seen a smoother project implementation.                 contact you to follow up?
10. (Old #14) How long to implement? How many man-hours?                       Yes
Didn't give a number, but said it went very smoothly, right on
schedule. Source Tech gave a schedule for when each kiosk would
be shipped to each warehouse, sent notice when it was shipped that
Coke could then check against what they received. They received
everything as Source Tech said they would.

All software was customized and integrated with SAP.
11. (Old #15) What surprises did you encounter?
None - very pleasant implementation.

They have Lexmark T620 laser printers in the kiosks. They had to
check with Lexmark egineering to ensure that the printer silhouette
would not change in 3 years so they could upgrade the printers and it
would still fit in the kiosk.
 HP                                                             2/14 received partial response from Todd Dowell
 U of Pittsburgh                                                2/16 received message from Renae Brinza that she would answer as many questions as
 Renae Brinza                                                   she could
 Todd Dowell                                                    2/16 sent email with question re: HP/IBM
 ? / Business Operations                                        2/16 received response from Renae Brinza re: HP/IBM - she did not know why both
 rbrinza@bc.pitt.edu                                            gave her name and referred me to Dan Mahaven
 412-383-7876                                                   2/17 sent emal to Dan Mahaven with question re: HP/IBM
                                                                2/22 left message for Chris Kelley of HP re: HP/IBM question
                                                                2/23 talked with Chris Kelley of HP - will check with Pharos to see if Pitt was
                                                                HP/Pharos installation

1. (Old #1) How are printing svcs managed?                                       18. (Old #16) How is the Vendor responsiveness to support and
Uniprint release stations. Cash only?                                            maintenance problems?
                                                                                 Vendor answers to problems are usually very short and unhelpful. I
Windows print server with Pharos installed, jobs are caught by                   have sent in half page descriptions of problems and received one line
Pharos and                                                                       "answers" which haven't worked. I should make it clear the this is
held until they are paid for at a printing release station in a computer         Pharos' support I'm talking about, not a reseller's.
lab. Two labs of approx. 65 PCs total. Each lab has a print release              19. (Old #18) Have you done an ROI after the implementation?
station.                                                                         20. (Old #9) If we choose the same vendor, can we contact you in
2. (Old #2) Number of users?                                                     the future?
Approximately 650                                                                21. (Old #21) If we have questions about your answers can we
3. (Old #3) Number of kiosks?                                                    contact you to follow up?
Two
4. (Old #4) Quota or charge?
Quota and charge. 900 page semesterly quota?

Charged

5. (Old #5) Price per page for simplex letter/duplex
letter/color/tabloid?
0.07 simplex
0.07 duplex
1.50 color

$0.10 per sheet, regardless of duplexing. B&W printers only.
6. (Old #6) How long have you had this system in place?
Three years
7. (Old #17) What was your prior process and does this system
deliver the solutions you were looking for?
Previously students bought vending cards that worked only at law
school computer labs. Now they use their student ID's which they can
also use to pay for many other services at various locations.
8. (Old #8) Which other vendors did you consider for this
system?
9. (Old #12) What were your success criteria?
10. (Old #14) How long to implement? How many man-hours?
11. (Old #15) What surprises did you encounter?
12. (Old #20) Problems during the implementation and how were
they resolved?
We are having a problem now trying to set up a second location. We
are having trouble getting a Pharos billing gateway to talk to our
online billing system, but this is an issue with the billing system as
much as with Pharos.
13. (Old #7) If you had to do it over, what would you do
differently?
14. (Old #10) Would you go with this system again?
The system is complicated to set up and install, but once it is running
it is easy to maintain. I would consider them, but I would look at the
competition as well.
15. (Old #11) What was the cost to implement? To vendor and
internal.
16. (Old #13) What are the major limitations of the system?
17. (Old #19) What do you like/not like about the system?
The system is not intuitive. There is a lot of documentation, but it
frequently doesn't seem to have answers to my questions. Setup,
depending on vendor cooperation, can be a headache. On the plus
side the system has been very stable. Once it is configured and
running you rarely have to do anything to it.
 Tracsystems                                                   2/15 received response from Jerry Ferguson
 Trinity University
 Diane Graves
 Jerry Ferguson
 University Librarian
 Diane.graves@trinity.edu
 210-999-8166

1. (Old #1) How are printing svcs managed?                                      13. (Old #7) If you had to do it over, what would you do
Uniprint release stations. Userid/password authentication or card               differently?
swipe depending on location?                                                    No, We were well pleased with both the product and deployment.
                                                                                14. (Old #10) Would you go with this system again?
The Trinity University One Card Program (Tiger Card Office)                     Yes
handles the administration of the Pharos Uniprint System. The Trinity           15. (Old #11) What was the cost to implement? To vendor and
University Purchasing Department handles the administration of the              internal.
copiers program. FedExKinko's contracts with the University to                  Approximately $100,00.00 (includes the cost of new high speed
operate an on campus digital print shop.                                        printers at system locations)
2. (Old #2) Number of users?
2,600 students, 750 faculty & staff, 5,000 summer conference                    Response to request for clarification: $100,000.00 is correct. The
participants.                                                                   bulk of the money was used to purchase new HP Black and White
3. (Old #3) Number of kiosks?                                                   printers for all locations along with two HP color units that were
7 print release stations                                                        deployed in the Library and in the Communications department. We
4. (Old #4) Quota or charge?                                                    have print release stations in the Library, three student computer labs,
Students currently receive 125 free B&W prints each semester.                   the communications department, and have just added a new print
Balances carry forward from Fall to Spring, to Summer. Unused                   relieve station in the student programs area.
balances are forfeited at the end of the Summer semester. The free              16. (Old #13) What are the major limitations of the system?
print program has been in place since program inception in Fall of              People who do not follow computer screen prompts well, or who do
2002, it will end at the end of the Summer 2005 semester.                       not read instructions have a difficult time operating the equipment.
5. (Old #5) Price per page for simplex letter/duplex                            17. (Old #19) What do you like/not like about the system?
letter/color/tabloid?                                                           The system is intuitive, its easy to use. It's a robust system we are
0.09 simplex                                                                    rarely off line.
0.14 duplex                                                                     18. (Old #16) How is the Vendor responsiveness to support and
0.75 color laser                                                                maintenance problems?
                                                                                Spectacular support! We have yet to throw a problem at our tech
 All print users pay 9 cents per copy B&W, single sided 14 cents                support rep that he cannot quickly resolve. Most of our problems are
duplex, & .75 cents color.                                                      self inflicted.
6. (Old #6) How long have you had this system in place?                         19. (Old #18) Have you done an ROI after the implementation?
Implemented prior to the Fall 2002 Semester.                                    Yes, This has led to expansion of the system, with future expansion
7. (Old #17) What was your prior process and does this system                   planned.
deliver the solutions you were looking for?                                     20. (Old #9) If we choose the same vendor, can we contact you in
Printing at Trinity was free for all users. Pharos Uniprint gives us the        the future?
opportunity to control our consumables cost.                                    Please do! We are more then happy to share our experiences with
8. (Old #8) Which other vendors did you consider for this                       you.
system?                                                                         21. (Old #21) If we have questions about your answers can we
Pharos Uniprint Exclusively.                                                    contact you to follow up?
9. (Old #12) What were your success criteria?                                   Please do! Jerry Ferguson-Director Tiger Card Program Oralia
Building a revenue model that would recoup the cost of the                      Carrillo-System Administrator, Tiger Card Program 210 999-7825
equipment. Reduce the print consumables cost. Rebuild student use
of the print system to numbers comparable to pre print management
days,
10. (Old #14) How long to implement? How many man-hours?
 Approximately 6 weeks to implement. approximately, 1 & 1/2 staff
members worked full time on the project through the project. ITS
and Telecom people assisted periodically as needed. Trac Systems
was on site twice for approximately 3 days each time.
11. (Old #15) What surprises did you encounter?
Our system that hosts the bank used by Trac System for payments
required software upgrading prior to interfacing with TracSystems/
Pharos Uniprint.
12. (Old #20) Problems during the implementation and how were
they resolved?
 How to deal with guest customers in our library (i.e. those people
using the facilities without a Trinity University ID and discretionary
spending account. Short term solution: We purchased the
TracSystems guest card program. Long Term: We developed a
campus wide guest card distributed through value transfer stations
located across campus.
 IBM                                                            2/14 received partial response from Todd Dowell
 U of Pittsburgh                                                2/16 received message from Renae Brinza that she would answer as many questions as
 Renae Brinza                                                   she could
 Todd Dowell                                                    2/16 sent email with question re: HP/IBM
 ? / Business Operations                                        2/16 received response from Renae Brinza re: HP/IBM - she did not know why both
 rbrinza@bc.pitt.edu                                            gave her name and referred me to Dan Mahaven
 412-383-7876                                                   2/17 sent emal to Dan Mahaven with question re: HP/IBM
                                                                2/22 talked with Joe Rohner of IBM - Pharos did Pitt installation, a Pharos reference

1. (Old #1) How are printing svcs managed?                                        18. (Old #16) How is the Vendor responsiveness to support and
Uniprint release stations. Cash only?                                             maintenance problems?
                                                                                  Vendor answers to problems are usually very short and unhelpful. I
Windows print server with Pharos installed, jobs are caught by                    have sent in half page descriptions of problems and received one line
Pharos and                                                                        "answers" which haven't worked. I should make it clear the this is
held until they are paid for at a printing release station in a computer          Pharos' support I'm talking about, not a reseller's.
lab. Two labs of approx. 65 PCs total. Each lab has a print release               19. (Old #18) Have you done an ROI after the implementation?
station.                                                                          20. (Old #9) If we choose the same vendor, can we contact you in
2. (Old #2) Number of users?                                                      the future?
Approximately 650                                                                 21. (Old #21) If we have questions about your answers can we
3. (Old #3) Number of kiosks?                                                     contact you to follow up?
Two
4. (Old #4) Quota or charge?
Quota and charge. 900 page semesterly quota?

Charged

5. (Old #5) Price per page for simplex letter/duplex
letter/color/tabloid?
0.07 simplex
0.07 duplex
1.50 color

$0.10 per sheet, regardless of duplexing. B&W printers only.
6. (Old #6) How long have you had this system in place?
Three years
7. (Old #17) What was your prior process and does this system
deliver the solutions you were looking for?
Previously students bought vending cards that worked only at law
school computer labs. Now they use their student ID's which they can
also use to pay for many other services at various locations.
8. (Old #8) Which other vendors did you consider for this
system?
9. (Old #12) What were your success criteria?
10. (Old #14) How long to implement? How many man-hours?
11. (Old #15) What surprises did you encounter?
12. (Old #20) Problems during the implementation and how were
they resolved?
We are having a problem now trying to set up a second location. We
are having trouble getting a Pharos billing gateway to talk to our
online billing system, but this is an issue with the billing system as
much as with Pharos.
13. (Old #7) If you had to do it over, what would you do
differently?
14. (Old #10) Would you go with this system again?
The system is complicated to set up and install, but once it is running
it is easy to maintain. I would consider them, but I would look at the
competition as well.
15. (Old #11) What was the cost to implement? To vendor and
internal.
16. (Old #13) What are the major limitations of the system?
17. (Old #19) What do you like/not like about the system?
The system is not intuitive. There is a lot of documentation, but it
frequently doesn't seem to have answers to my questions. Setup,
depending on vendor cooperation, can be a headache. On the plus
side the system has been very stable. Once it is configured and
running you rarely have to do anything to it.
 Ikon                                                         2/9 sent questionnaire to sselker@clarion.edu
 Clarion University                                           2/15 sent email to Chris at IKON requesting updated contact information for Clarion.
 Steve Selker                                                 2/17 received email from Chris that Clarion contact unavail this week
 Associate Director / Computing Services                      2/23 left message for Chris Popovic asking for update on Clarion University reference
 sselker@clarion.edu                                          availability
 800-672-7171 (Ikon)                                          2/23 received email from Chris stating he will be meeting with Clarion on Friday and
                                                              will let me know then the status of a possible reference call
                                                              2/28 Pomona finally got in touch with Steve Selker and performed the interview

1. (Old #1) How are printing svcs managed?                                      9. (Old #12) What were your success criteria?
Uniprint release stations. Quota achieved by crediting student                  Minimizing the overruns for the overall printing operations on
id/charge cards. http://www.clarion.edu/uniprint/                               campus. Come in on budget, installed by fall, implemented quota for
                                                                                spring semester. Hoping to contain costs.
Currently, centrally managed through computing services. Prior, they            10. (Old #14) How long to implement? How many man-hours?
were managed by separate lab managers.                                          3 week project for 2 people. 1 student 1 fte in addition to Ikon
                                                                                representatives.
Specialty labs could buy in on system and central computing would               11. (Old #15) What surprises did you encounter?
then manage and maintain their printers. They are also looking into             None really.
giving students the capability of adding money to their OneCard on-             12. (Old #20) Problems during the implementation and how were
line.                                                                           they resolved?
2. (Old #2) Number of users?                                                    N/A
6000 graduate and undergrad students                                            13. (Old #7) If you had to do it over, what would you do
3. (Old #3) Number of kiosks?                                                   differently?
20 Print release stations, using low-end pc. The stations in their              Things went very well. Having the previous relationship with Ikon
libraries use a coin-op machine they purchased from Ikon. This is for           (copier) seems to have worked wells.
public and community patrons. They are now considering replacing                14. (Old #10) Would you go with this system again?
coin-ops to a $5 prepay card available for purchase in vending                  Yes.
machine(s).                                                                     15. (Old #11) What was the cost to implement? To vendor and
4. (Old #4) Quota or charge?                                                    internal.
Quota/Charge. Campus ID card, or coins/bills at limited locations               Less than $100K. Purchased Ricoh laser color printers and b/w toner
5. (Old #5) Price per page for simplex letter/duplex                            printers for this project.
letter/color/tabloid?                                                           16. (Old #13) What are the major limitations of the system?
Students get a $5.00 allocation for printing each semester and $2.50            None. They can keep evolving the system to where they want it to be.
for each summer session. Then it's:                                             17. (Old #19) What do you like/not like about the system?
0.05 simplex                                                                    Implementing coin-op was a mistake. Now they have to go to each
0.08 duplex                                                                     site and handle coins. They are looking to move away from this
0.50 color                                                                      model.
6. (Old #6) How long have you had this system in place?                         18. (Old #16) How is the Vendor responsiveness to support and
Since Fall 2004. The first month they offered free and unlimited                maintenance problems?
printing since they only decided to implement a new system May                  Good.
2004. The 2nd week of January 2005, they began offering the $5.00               19. (Old #18) Have you done an ROI after the implementation?
allocation per semester.                                                        Not yet.
7. (Old #17) What was your prior process and does this system                   20. (Old #9) If we choose the same vendor, can we contact you in
deliver the solutions you were looking for?                                     the future?
Prior, each lab had printing services separately maintained. With               Yes.
central computing taking over printing, they are able to take                   21. (Old #21) If we have questions about your answers can we
advantage of economies of scale and contain costs.                              contact you to follow up?
8. (Old #8) Which other vendors did you consider for this
system?
Just Ikon because of their existing contract for copiers and that they
are already using Ikon's CBORD transaction system known as the
OneCard.

				
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