A request for proposal (RFP) for any business function should be clear and easy to understand in order to get the best response possible from the chosen vendors and suppliers. This means outlining all of the key elements that you want to learn about a company and how they can meet your needs.
Print and print management can be surprisingly difficult to outline in an RFP as it can cover so many different things, from the hardware being used, to the ongoing support, SLAs and consumables that you’ll need during the contract.
Further still, if you’re looking for a supplier that will offer management information reports, analytics, optimisation options and even digital solutions, the RFP is made even more complex.
It’s at this point you might start to wonder the key questions to ask when writing your RFP for Management Print Services or print management.
The following points cover some of the key areas to question in your RFP along with some information on why it’s important to ask about these things in your RFP.
Service Provisions
Managed print means different things to different people; by questioning a supplier’s service provisions, you should be able to get a good idea whether or not the supplier’s services match what you’re looking for.
Another way of thinking about this is by asking ‘What are you capable of delivering?’. From this, you can gauge if the provider can be a ‘one stop shop’ for all your print and document related needs including hardware, software and services including assessment.
Print Assessments
One of the first stages of an MPS offering is an assessment to check your current processes, culture and environment. From this assessment, it’s possible to calculate the ideal employee to device ratio, volumes, Total Cost of Ownership and environmental impact.
It’s important to question the breadth and depth of assessment to see how much detail the provider is looking for upfront and this should help to work out what sort of insight the supplier is looking to get.
Digital Capabilities
Although you might be procuring print services, MPS is about optimising your printing processes and this might include ways to transition you away from ‘bad paper’ or unnecessary printing. Sometimes the answer lies in making a paper-based process more efficient, and sometimes the answer lies in doing away with the paper entirely and replacing it with a digital / automated process.
Hardware and Software Quality
When signing any contract you want to know what you’re getting is the best service going, and that applies to the hardware and software you have to deal with as well.
Uptime and SLAs
SLAs are really important to question in the RFP to make sure you’re not hit by unfair terms, such as long or delayed fix times if an issue arises. Every provider should be able to share numbers and service level agreements to ensure the level of service is enough for your organisation.
Service Transparency and Management Information (Reporting data)
Even if you’re not looking to get all of the details on your company’s print analytics during the MPS contract, it’s good to know what a supplier can provide if you need it, especially if you need to report to anyone higher up in the business. Make sure any supplier can provide the data you need by questioning the service transparency in the RFP.
Future proofing
Things change over time and if you’re looking at entering a 3 or 5 year contract with an MPS provider, you need to be sure that there’s room to move and room to innovate. This isn’t an easy question for an MPS provider to answer but if they can show their experience in areas other than pure print, for example, digital transformation, print and document security, document management etc. then they have a better chance of adapting your service for the future.
Integrations
There’s a good chance you’re already using other systems so questioning whether or not a new provider can work and integrate with those systems is vital to know.
Security
A big topic in business today, especially in light of GDPR coming into practice - data security should be at the forefront of any MPS strategy and the MPS providers that you speak to should be able to give you in-depth details about how they keep data secure and the levels of security that are put in place.
Track record
Before working with any MPS provider, you need proof that they can deliver what they’re offering. Ask for evidence and proof sources that show a track record of client success and reliability - especially in your industry.
Billing and invoicing
It’s good to question the billing and invoicing early on to ensure you don’t get hit with hidden costs. Make sure to ask about all costs involved in the service and find out what the process is for paying the bills.
There’s a lot more that you’ll need to add in your RFP but these are some of the key topics to include and question to make sure you get the best service for your company. If you’re looking for a list of questions to use in your RFP, download our template: How to Write an Invitation To Tender for Managed Print Services.