Colorado’s Managed Print Success: A Model for Government Efficiency
The State of Colorado has implemented a Managed Print Services (MPS) program that offers a compelling example of how government agencies can streamline operations, enhance security, and reduce costs. This initiative, driven by a vision of standardization, expansion, sustainability, and security, provides valuable lessons for both government entities and technology vendors.
From Decentralized Chaos to Centralized Control
In the past, Colorado's approach to print management was decentralized; Multifunction Printers (MFP) were only standardized in four county area surrounding Denver. Executive Branch agencies outside the Denver metro area were not managed or standardized. In addition, most agencies did not have any printer standards in relation to printers in general. This led to inefficiencies, redundancies, and a lack of standardization. To address these challenges, the state's Department of Personnel & Administration (DPA), under the direction of Jeff Peeler, Manager, and Teddy Abad-Perez, Secure Office Print Ecosystem (SOPE) Program Manager, adopted lean principles to consolidate and optimize its print infrastructure.
The Managed Print Services program (Secure Office Print Ecosystem – SOPE), which began in 2017, aimed to establish a "golden certification" encompassing device certification, agent compliance, software checks, and seamless integration. The program's initial scope of 374 devices across the state has expanded significantly, reaching 1,134 devices by 2025, demonstrating a commitment to growth and scalability. In an to effort to comply with reducing footprint, the state is now operating at a 16-employee to printer ratio.
Key Principles and Program Components
The program is built on four core principles:
- Standardization: By standardizing devices and processes, Colorado has achieved greater consistency, simplified management, and improved service delivery. This standardization has been crucial in enabling the state to efficiently patch its 1,134 devices using software.
- Expansion: The program was designed for growth, allowing the state to easily incorporate additional agencies and devices as needed.
- Sustainability: The utilization-based program tracks paper usage and considers infrastructure and licensing, promoting a more sustainable approach to printing.
- Security: Security is the program's top priority. Colorado demands the latest and most robust security measures, including solutions from Trellix and McAfee.
Addressing Unique Challenges
Teddy Abad-Perez emphasized the need for custom and scalable to accommodate state agencies' diverse needs.. "The agencies operate like 22 different companies," he noted, highlighting the challenge of providing a unified solution that also offers the necessary flexibility. The program supports a hoteling model and each agency's specific requirements and regulations.
One significant challenge was the lack of funding in some agencies to build secure SMTP email systems. To overcome this, the state sought a solution enabling secure scanning to the cloud, with FedRAMP and StateRAMP certification, without requiring additional infrastructure. The Xerox solution met these requirements, demonstrating the importance of vendor collaboration in addressing specific government needs.
Transformation and Results
The MPS program has delivered significant benefits to the State of Colorado. Jeff Peeler pointed out that the services were procured under strict statutes and regulations, and Xerox provides detailed communication, including regular updates and patches. The state has shared its transformation story with agencies at internal facility open houses and in-state conferences.
The program's current cost structure, which features a flat rate and unlimited copier use, is approximately 150-200% below standard costs, representing substantial savings. The program has also fostered strategic community partnerships, including collaboration with the Governor’s Office of Information Technology (OIT), Office of Information Security Office, and State Purchasing and Contracts Office.
Colorado's goal is to make the program so valuable that agencies want to use it rather than feeling obligated. A transition coordinator focuses on communication with customer agencies to facilitate adoption and ensure a smooth transition.
The program's success has been recognized with an Implant Graphics Innovation Award, and as Jeff Peeler noted, "The confidence this program has built has taken 10 years to get to this point."
The State of Colorado's MPS program offers several key takeaways for government agencies and technology vendors:
- Strategic Vision: A clear vision, encompassing standardization, expansion, sustainability, and security is essential for a successful MPS program.
- Flexibility and Scalability: Solutions must be flexible and scalable to accommodate diverse agency needs and future growth.
- Security First: Security should be a top priority, with a focus on the latest technologies and compliance requirements.
- Collaboration: Effective collaboration between government agencies and technology vendors is crucial for addressing unique challenges and delivering optimal solutions.
- Communication: Clear and consistent communication is essential for program adoption and ongoing success.
