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Computer Support Staff Seeking Input on Printer Support Options at the Lab

The Computing Infrastructure Support Department is considering new ways to improve the level of printer support at the Lab and would like to hear from employees on the subject. Several considerations are driving this move.

Although the Lab currently has an excellent printer repair technician on contract, this has not always been the case and resulted in periods of inconsistent service. Another factor affecting the quality of printer support is that, for cost considerations, the Lab can't afford to stock a complete inventory of parts to cover the wide range of printers installed across the Lab. Finally, there are the significant cost of ordering parts (some of which involve sending the old "carcass" back to the vendor for credit).

For these reasons, CIS is considering changing the printer-support business model to one similar to those for fax and copier repair at the Lab. Right now, the Mac/PC Support Group contracts with an outside vendor for the actual work on printers, but oversees the scheduling, quality control and recharge of printer service. One of the support options being considered would be to hire an outside vendor to take on all the tasks associated with printer support. Under this scenario, a Lab unit having problems with a printer would directly contact the service vendor. One of the criteria for selecting such a vendor would be the ability to quickly supply the needed parts for repairs, resulting in shorter repair times for many printer problems.

CIS is also investigating the feasibility of establishing a Basic Ordering Agreement for printers, allowing easier purchase from a selection of several models from a single vendor. Benefits of such an agreement include better support (due to common models) and lower costs.

CIS is very interested in your thoughts on this subject. If you care to offer a suggestion or a comment, click on the CIS Suggestion Box.