DCJ Managed Print Services

⁠⁠⁠The Department of Communities and Justice (DCJ) was constituted in July 2020 by merging the Department of Family and Community Services (FACS) and the Department of Justice (DoJ).

As a consequence, DCJ inherited two different printing arrangements:

• A “printing as a service” arrangement used by FACS that did not involve ownership of printers.
• A “self-managed” arrangement used by DoJ that did involve ownership of printers.

The following range of services are being sought via the RFP (not in any priority order):

• A pure “printing as a service” arrangement devoid of any encumbrances related to the cost of devices.
• Full cooperation with the incumbent MPS provider pending replacement of that vendor’s current devices (i.e. as per the ex-FACS service). Note that DCJ intends to preserve that service for as long as possible to facilitate the smooth process of transition but cannot guarantee the duration.
• Seamless transition in of new printing devices to replace those not owned by DCJ within a finite timeframe.
• Seamless transition in of the new MPS service to replace those devices owned by DCJ within a finite timeframe and with measurable checkpoints.
• Fleet management of all devices from the contract start date (i.e. new devices and DCJ owned devices but not those owned by the incumbent MPS provider).
• Commencement of all Install, Move, Add, Change, Delete (IMACD) services to be actioned upon request of DCJ
• Enable all building access cards (existing or new) to be configured to authenticate with the newly installed fleet of printers.
• Provision of an adequate amount of starter stock of toner at each site.
• Automatic allocation of printing costs to users’ cost centres based upon their building access card ID plus detailed electronic invoicing at the cost centre level.
• Provision of initial training for a small team of DCJ ICT staff plus onsite training, as required, but especially when installing a new device.
• An adequately skilled and dedicated technical support manager co-located on site with DCJ’s ICT technical support team in Parramatta.
• An adequately skilled support desk to field calls from DCJ by phone, email or via a portal, resolve software and device incidents and manage service requests through to fulfilment.
• An automated interface between the selected service provider’s and DCJ’s support desks for all types of tickets.
• Ongoing proactive recommendations related to optimum device location/utilisation.

The above services are to be predicated upon:

• An agreed, viable transition in plan provided by the selected service provider to ensure no disruption to DCJ’s print users whilst the existing arrangements are being replaced by the new MPS.
• The selected service provider being willing to enter into and meet a set of agreed SLAs /KPIs pertaining to optimum device functionality, cost, capacity, utilisation and customer satisfaction.
• The provision of continuous improvements in order to provide a best practice printing service, agile working for DCJ users and a paper-lite environment.

In addition to the above, DCJ is keen to ensure it receives optimum value for its existing DoJ fleet of printers (current book value TBA) and/or are offered an equivalent “soft landing” rather than incur a straight financial write-off.