West Sussex County Council
“It is a refreshing change to work with a partner who understands what we are trying to do rather than just supplying technology.”
Head of IT and Design Assurance, West Sussex County Council
- Managed print - print consulting strategy
- 57 buildings and 2,300 users
West Sussex County Council (WSCC) is home to 750,000 people and a tourist destination for millions more every year. In 2011, they launched an initiative called “The Way We Work”, aiming to create a more flexible and effective working environment for the delivery of services to the residents of West Sussex.
With its corporate locations and libraries suffering from outdated and unreliable printing equipment, inconsistent service due to the sheer number of suppliers and no idea of their true print costs, the print environment was hindering rather than helping that aim.
WSCC recognised that the right partner could help to achieve the flexibility and effectiveness they needed, while creating cost savings, improving the user experience and meeting environmental targets. We were tasked with restructuring the print environment as part of the outsourcing of WSCC's IT infrastructure, delivered in partnership with Capita IT services as part of a wider Capita contract worth £154 million.
In order to minimise disruption to the business, we carried out the project in two phases; phase one taking care of corporate locations and libraries, with phase two taking care of the remaining locations, including children's centres, fire stations and the registrars' offices.
Our team began by fully assessing all 57 phase one buildings, analysing existing equipment, server infrastructure, current processes, environmental and hard costs, as well as interviewing stakeholders to understand user requirements across the business.
Backed by a solid understanding of WSCC’s environment, we rolled out a print strategy that created cost savings while delivering against 'The Way We Work’ objectives.
Over 1,000 ageing machines were rationalised to 207 quick and reliable multifunction devices and printers. In corporate locations, the majority of these allow users to print, copy, scan, scan-to-email and fax from one machine. Library devices were integrated
with WSCC's previous coin payment system to minimise disruption to library users.
Follow me style printing software now allows users to send their documents to a central print queue and pick them up from any multifunction device in any corporate location. Users can collect their job by authenticating themselves at the machine using their existing security card - making the solution flexible, secure and environmentally friendly. With all documents printed at the point of collection, wasted paper has been significantly reduced.
WSCC now has access to management information about usage, giving them full visibility and control for the first time. Our team hold regular meetings in order to advise them on how to use this information to change behaviour and make further improvements.
The print estate was implemented across all phase one sites in only four weeks, and has facilitated the flexible working of 2,300 staff. Phase two is currently underway, and will deliver further benefits to 187 buildings and 3,215 employees.
Quote from the Head of IT and Design Assurance at West Sussex County Council:
“West Sussex County Council has an ambition to be a truly digital organisation. A key part of this journey was to modernise and centralise our print estate to enable user behaviour and volumes to be measured and to improve security. It is a refreshing change to work with a partner who understands what we are trying to do rather than just supplying technology”
This partnership is delivering a range of benefits to West Sussex County Council, including:
- Improved user experience
As the Head of IT and Design Assurance, WSCC, puts it: “While the back end may be complex, good design and good communications were the key to delivering a solution that the users found incredibly easy to use”
- Improved productivity
The increased flexibility and effectiveness of their office environment is helping WSCC’s staff to deliver a better customer experience
- Greener working
This project has significantly reduced waste by driving down paper use in the long term, helping reduce WSCC’s carbon footprint
- Integrated solution
Both the IT infrastructure and the managed print service have been delivered through a single Capita partnership
- Comprehensive managed print solution
- Full control and reporting
- Deployed across all 57 phase one buildings within just 4 weeks
- Significant reduction in print and multifunction devices
- Regular management reporting
The service provided to West Sussex County Council was Managed print services.