Arresting Case for Managed Print Service

Norfolk Constabulary is based in a modern, purpose-built headquarters. The building was financed under the government’s private finance initiative used to fund many new public building projects.

Norfolk Constabulary lease the building from the private consortium which funded the project and which is responsible for providing ancillary services such as cleaning, catering and print.

The agreement not only provides access to state-of-the-art facilities, with essential services provided by contractors, it also allows Norfolk Constabulary to focus its full attention on policing.

Printing is one of the services provided under the terms of the PFI agreement. The contract is handled by facilities management company Pavilion Print Management who provide a managed service for the constabulary.

A wide ranging remit, this includes the provision and servicing of equipment, running an in-house print room and the print and distribution of stationery and other materials.

Company employees work on site running the print room and supervising the delivery of print services. Pavilion provides a similar service for other organisations, including Derbyshire Courts and Strathclyde Police.

Police work involves a great deal of administration and paperwork. Every incident has to be recorded and a clear audittrail maintained so that in the event a case goes to trial, full information is available to the court. There are, for example, more than 100 different force forms used by police officers and staff.

With an establishment of more than 3000 officers responsible for policing a local population of nearly one million people, it is not surprising that Norfolk Constabulary make high demands on its print services. Last year alone, the constabulary consumed more than six million copies and prints.

“We are responsible for meeting the printing and copying needs of the constabulary. We like to think that the service we provide reduces the administrative burden on the constabulary and allows it to spend more time on real policing.”
Ian Northcote-Smith, Pavilion Print Room Manager

The force provides a public service 24 hours a day, 365 days a year. To deliver that service effectively, it expects similar levels of support from the companies that provide its services. Performance criteria are rigorously maintained and service providers are liable to severe penalties should targets not be met.

Effective delivery of the print services contract is measured against key performance indicators of which uptime and speed of response are components. From a facilities management perspective, it means equipment has to be easy to use, reliable and effectively maintained so that it delivers everything that is asked of it.

Pavilion is manufacturer independent. Rather than being tied to a single supplier, Pavilion is able to select best in breed solutions from a broad spectrum of suppliers and to make independent service arrangements that best meet customer needs.

For the Norfolk Constabulary contract Pavilion chose to work with Datasharp, an equipment reseller with a strong local service operation. The Sharp multifunctional equipment supplied by Datasharp is easy to use and highly reliable. The local service provision ensures that equipment is quickly and efficiently maintained.

The Sharp multifunctional devices deployed at headquarters are based on a common platform. They copy, print, scan and fax, and with each machine providing similar functionality, equipment is interchangeable. Users moving from one office to another, or using equipment installed on a mobile incident vehicle, find operation easy.

The common platform also delivers service benefits. With replacement parts stored on site, service engineers are able to rectify most faults at first visit, quickly returning equipment to full working order. Datasharp provide a four hour service response and to help maintain productivity have trained print room staff to carry out first line service support.

The on-site print room, run by Pavilion staff, provides a print production service for the headquarters and local stations. Using the latest Sharp black and white and colour production machines, the print room produces a diverse range of printed material which includes force forms, training manuals and community notices.

Digital technology allows forms and manuals to be stored electronically and reproduced on demand, reducing waste and saving space. On-line punching and booklet making facilities mean that the printed material is professionally finished.

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