Technologies such as managed print services are at the forefront of organizations’ digital transformation, providing benefits beyond just a supplementary interface.
Digital Transformation: An Overview
In the pursuit of innovation, digital transformation has become more than a buzzword. Businesses all over the world have adopted it as a key policy, spanning everything from retailers introducing mobile capabilities for customers, to industrial manufacturers becoming digital service providers.
Yet while these solutions can be called digitization efforts, many of them may not always represent transformation – making companies miss out on potentially exponential benefits. According to Michael Schrage, research fellow at the MIT Sloan School of Management’s Initiative on the Digital Economy, most of these efforts are surface-level at most, never completely transforming the way they do business. “Too many organizations are approaching digital with the idea that it means wrapping interfaces around existing services.” In a 2017 survey conducted by the Harvard Business Review Analytic Services, just 16% of companies can be considered highly digital, which means most of their operations and products depend on the use of digital technologies. A vast majority, 61%, are considered hybrid, with only some products or operations making use of non-analog platforms.
How Digital Transformation Enables Business Transformation
To address this, Schrage offers an expanded definition of digital transformation. “What digital platforms do, in fact, is disrupt not just existing processes, but change the economics of how you design things, add value to things, sell and fix things,” he says. It should be more than just an IT project – instead building upon a technology infrastructure that is agile, intelligent, and resilient enough to accommodate an evolving array of tools and approaches, all while enabling newer ways of working, products, and experiences.
Managed Print Services and Digital Transformation
In the realm of printing, which organizations continue to rely on (a report by Quocirca states that 48% indicate that paper is important to their daily business), this means providing means to fundamentally improve their quality of service, as well as optimize the way they operate. This opportunity has become the battleground for managed print services (MPS) providers, as they offer innovations such as smarter analytics, automation, and more proactive approaches to solve their customers’ print-related issues.
Indeed, MPS has proven to be an important driver for digital transformation as well. The same Quocirca report cites that 72% of surveyed organizations view the solution as key to their digital transformation, with 89% expecting it to be important within the next two years.
Recently, cybersecurity has also moved up the MPS agenda, as data losses continue to be prevalent. To put it into context, merely 25% of organizations express confidence in the strength of their print environments against security threats, with 60% also reporting at least one print-related breach over the past year. In turn, there remains a need for businesses to invest in MPS strategies that fortify all printing access points to their systems and data.
Across all of these fronts, get to know how organizations around the world use MPS to truly transform their way of doing business.
International Service System: Scaling With Sustainability
Based in Copenhagen, Denmark, the International Service System (ISS) is one of the world’s largest facility service providers, with a presence in over 77 countries. Their expertise comprises of a broad range of integrated facilities services, so that their customers can simply focus on their core businesses.
Their work is driven by their goal of becoming the world’s greatest service organization, with their desire for all of their offices to support this vision. To make sure this is achieved, all of their locally autonomous operations must be equipped with tools to enable better efficiency, and thereby deliver exceptional customer experiences. This presents a challenge for the organization according to Head of Communications Kenth Kærhøg. “If you want 511,000 people worldwide all rowing in the same direction, you need excellent communication and collaboration tools.”
In addressing the need for globally scalable print infrastructure, ISS brought in HP’s Managed Print Services Suite. “Our challenge with suppliers is finding the capabilities and expertise to work in complex global environments. HP brings the solutions, experience, and reach we need to thrive worldwide,” says Henrik Trepka, their Global Chief Information Officer.
From assessment, to financial and procurement services, to document and workflow services, HP has helped ISS consolidate their worldwide printing systems, while enabling each office to control their capabilities as needed. “We want to consolidate as much as possible, but not necessarily mandate a fixed number of devices because it all depends on the type of user community and facility involved,” Trepka says.
“While everyone can use the same business-case template for establishing discovery facts, each country has a direct dialogue with HP about what their future mode of operation, their floor plans, will look like.”
DreamWorks Animation: Safeguarding A Precious Print Network
As a renowned Hollywood animation studio, DreamWorks Animation is known for creating some of the world’s most beloved films and television series. In creating these, the company relies on cutting-edge technologies and streamlined print operational processes – among which includes its expansive print infrastructure. From the Human Resources, to the Legal and Executive departments, its staff routinely handle highly sensitive documents, as does its team of creative animators. In addition, guests may have to occasionally print with their own devices.
With such an operation, the company wants to enable accessible printing options without creating security vulnerabilities. This is because a single weak point may put their whole system at risk.
To resolve this, DreamWorks Animation has partnered with HP MPS to manage its 200-device print network, worry-free. Through its monitoring software, HP MPS manages when toner is needed and when proactive printer maintenance is appropriate. This management tool has also helped the company eliminate over and under-utilization and anticipate future demand. “HP MPS enables the studio’s operations team to spend less time being diverted by print management issues, so that we can focus on strategic engineering initiatives,” says Mark Tokunaga, Vice President of Service Operations.
This partnership has also enabled DreamWorks Animation to strengthen its print policies, which includes administrator authentication and turning off of unused service – in turn reducing the surface for potential cyberattacks. In addition, the studio now uses dedicated and restricted printers for employees with sensitive workflows.
“An attacker takes the path of least resistance. The security improvements we made weren’t enormous, but an attacker needs just one device that isn’t protected to create significant damage. HP helped us recognize and close those gaps,” says Zeke Jaggernauth, their Senior Director of Information Security.
British Library: Managing Limited Expenditure
The British Library is filled with an extensive collection of literary treasures (such as the Magna Carta and Leonardo da Vinci’s notebooks), as well as a copy of every publication produced in the UK and Ireland. Each year, nearly 400,000 people visit its Reading Rooms, while it itself employs 1,545 staff. In the past, these employees would use a fleet of over 850 printers, generating five million pages of general office print annually – all in an environment that was inefficient, costly, and difficult to manage. This is made more difficult by the fact that the Library was mainly supported by limited government grants.
Steve Hills, one of the British Library’s infrastructure specialist details the organization’s situation. “We were split into four different divisions and each looked after the purchase and management of their own printers and consumables… On average, the devices were six years old which meant a high number of support calls. Printers would go down and because there was no Pull Print solution, users had to contact the helpdesk to be connected to another networked printer. With the older machines, print output could be as low as five pages a minute and this all affected staff productivity.”
Aside from a fragmented and inefficient print network, the library also needed to reduce expenditure, and aimed to cut print costs by about 20 percent.
Eventually, the British Library decided to bring on an HP Managed Print Service contract, delivered by an HP Platinum Partner, the DTP Group. From there, they audited the existing fleet to assess which printers could remain or go, and suggested a new, optimized landscape that replaced individual desktop printers with organized print stations on each floor.
At the backbone of this environment is a series of versatile multifunction printers that print, scan, copy, and fax – as well as fleet management software that enables users to collect print jobs from any device on the network, while using a swipe card for authentication.
Still, the most significant benefit of the HP MPS partnership is its cost efficiency. The British Library has managed to exceed its target of 20 percent reduction in costs – from an initial £180,000 the previous year, to £100,000 the current year. Print volumes have also fallen from five million to three and a half million.
From security, to scalability, to cost-efficiency, organizations around the world trust in the reliable services of HP, thereby propelling their digital transformation forward.