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Services

The imaging and copy device (ICD) service is an end-to-end service that includes the procurement, provisioning, service, maintenance, and lifecycle management of all imaging and copy devices. This is supported by a full audit and fleet optimisation programme.

Fleet Optimisation Programme

CSG will conduct a thorough audit and analysis of your department’s print, copy, fax and scanning requirements, detailing the current state of the equipment fleet, including:

  • current fleet of equipment (make, model, volumes),
  • current capital and operating costs
  • current total cost of ownership.

As well as describing an ideal fleet environment, based on volumes, user requirements and current technology mix. The goal of this audit is to:

  • reduce costs to your department by up to 30%
  • reduce the number of devices in the fleet
  • streamline the on-going operation and management of the devices through the managed service provided by CSG.

CSG will be implementing the Fleet Optimisation Programme to a preordained schedule from 2012- 2013. Please contact if you would like to commence the optimisation process.

Procurement

Requests for new devices should be directed to . A CSG representative will make contact with you and discuss your requirements, including discussing any options to consolidate the number of print devices in your area.

A quote will be prepared, comparing all print devices available that meet your requirements, including highlighting the most sustainable option.

Suppliers and pricing of devices is based on the NSW Government 2390 Contract, so MFD suppliers are Kyocera, Canon and Toshiba, and desktop printer suppliers are Kyocera, HP and Lexmark.

Devices will be purchased outright or leased through the University’s leasing provider, Alleasing.

Any device over $1,000 will be leased.

Following acceptance of the quote, CSG will raise a Purchase Order on your behalf and manage the acquisition of the new hardware, as well as disposing of any old equipment. You can track the status of your order on the www.mycsg.com.au portal.

CSG will also receipt the equipment in PeopleSoft once received. Lease payments will continue as the current process.

You will also pay a ‘click charge’, which is a per page charge that includes toner and maintenance. A click charge will also apply to desktop printers.

Lifecycle Management

CSG will advise when your current equipment is approaching the end of its lease or the end of its usable life, and will assist you through the process of acquiring replacement equipment (if required) and disposing of / returning your current equipment back to Alleasing.

Provisioning

CSG will manage all tasks and activities required to install your new machine on the network, including:

  • Allocating IP addresses
  • Ensuring network ports are active
  • Setting up the print queue
  • Installing and configuring the equipment
  • Training your staff on how to use the equipment
  • Electronic User Guides

Break/Fix Service

For all service requests regarding equipment managed by CSG, please call the ICT helpdesk on x16000, or email

CSG will respond to your query as quickly as possible, with strict Service Level Agreement of keeping downtime to a minimum of 2 hours in high traffic areas (public access spaces) and 3 hours in other areas. You can track the status of your call via www.mycsg.com.au

CSG will manage every aspect of the Helpdesk call, escalating with vendor technicians as required.

Valet

You also have the option of having your print devices looked after by the CSG Valet team. The Valet team will visit your device on a regular basis, refilling paper and toner, as well as cleaning the device and being available for any ad-hoc training requirements. This will ensure you are your team are getting the most from your investment in print technology.

Cost Recovery/Follow-Me Print

During the course of the ICD project, CSG will implement a University wide cost recovery and Follow Me print solution that will deliver the following benefits:

  • Make all print jobs secure – jobs will only be released when you swipe your ID card at the print device
  • Track who is printing what, allowing for departments to implement full budgetary management of print costs
  • Implement FollowMe print – send your job to any device on the network. If you nearest device is busy, simply walk to the next available one, swipe your card and the job will be released.

Fax Gateway

Another improvement initiative that CSG will be delivering is the implementation of a Fax Gateway solution, with the goal of eliminating stand alone fax machines wherever possible. Under this solution, all university users will have the ability to send and receive faxes from their desktop, rather than having to send and receive from a fax machine.

This will improve the security and integrity of fax communication, as well as eliminating the print volume caused by the automatic printing of received faxes.

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