Mace Headquarters

case study

Mace produced a tender for the provision of print and mail to over 750 users in their office at Moorgate and site teams across the country.

The requirement was to deliver a solution with several facets: a print and mail facility that enabled support for the internal print on site, the provision of floor machines and print release/tracking solution and a hybrid digital mailroom. Secondly to this was support to over 2000 members of staff based onsite across the UK with their offsite print requirements. 

Person examining a stack of printed papers in a printing facility.

SOLUTION

Upon mobilisation, Hobs heavily interacted with the Mace IT team to ensure that they were kept fully abreast of the technical solutions they were embedding, as well as aligning with their internal security policies. This involved providing detailed specifications and white papers. We partnered with Ricoh’s IT teams to deliver the machines and software. 

Print room: The print room currently houses two full-time equivalent (FTE) members of staff, one of which was TUPEd. The second was a temporary member of staff whose contract was extended prior to moving to FTE status.

We embedded two new copiers into the print room, alongside various finishing equipment.  

Floor machines: We used our supply chain and selected Ricoh to deliver 19 MFDs and five desktop executive printers across five floors, embedding a staffed print room and taking over Mace’s mail operation. With 750 people printing at any one time, we recognised the importance of implementing a service delivery with exceptional customer service to meet Mace’s specific needs. 

Currently, all print is controlled via our Streamline job release tool, which enables users to walk to any device, swipe their existing door card pass and release the job. 

Any print that is produced is linked into Streamline, which uses Mace’s internal Active Directory (AD) groups to provide cost codes that the work produced automatically gets associated with. 

Person scanning a shipping label on a cardboard box with a barcode scanner.

Mail: We have worked with Mace IT, using their AD groups to enable delivery of digital mail, not only to staff in Moorgate but also globally.

Using our DocuWare solution, there is a black and white list of mail which is set via pre-agreed rules between Mace and the print team. This ensures that mail that is either contractual, highly confidential or requires a wet signature is kept separate and delivered un-opened to the relevant member of staff.

Normal mail is opened, scanned into the system, and delivered via a secure portal to the end users. Upon receiving the email notifying them they have mail, they can log into the portal via single sign on (SSO) and see a partial preview of the letter. This is to ensure that the mail is for the correct recipient. The user clicks to confirm that the mail is for them and the mail is released, allowing them to view, download or print the document.

All interaction via the portal is recorded in line with GDPR regulations, and a full audit history of acceptance is recorded. Outbound mail is franked, recorded, and delivered each day via Hobs couriers to the local mail facility.

Parcels: This operates in a similar way to the mail solution. When parcels enter the building, they are held in a secure, caged area within the print facility and then photographed with the cage number. This is uploaded to DocuWare and a link sent to the end user informing them that they have a parcel and to collect it. To collect their parcel, they must provide ID and a signature.

Offsite support: Using our network of 23 nationwide branches, we deliver offsite print support to Mace’s operations around the UK. Work is sent via W2P or email, along with the cost codes associated with the user, and this is printed, delivered locally, and invoiced centrally, providing complete tracking and visibility of all costs.

Person using a copy machine, pressing buttons on the control panel.

CUSTOMER SERVICE

Account management: Hobs’ 20-year working relationship with Mace is testament to our consistently high-level customer service, and means we can easily understand their requirements and working culture. 

The Account Manager, Dave McCormack, has overall responsibility for effective delivery to Mace. With over 30 years’ experience in delivering FM services, Dave’s proven track record in maintaining strong client relationships has been key to maintaining a high-quality customer service. Over the course of the contract, we have delivered an innovative approach to account management through 360-degree account meetings. These focus on Mace’s key drivers, including innovation, sustainability, and best practice. They have allowed us to collaborate with Mace and address concerns as quickly and effectively as possible. 

Proactive supplies management: Using a software monitoring tool, we proactively manage print devices on the network through automated meter readings, toner and consumables status, monitoring for automatic break-fix incident creation and problem resolution. For example, devices are supported by device remote alerts (DRAs). All networked devices are sent a DRA to the central help desk once the remaining toner yield reaches a pre-set level. They monitor machines and the consumables status daily to ensure the necessary consumables are sent before the device runs empty, reducing downtime. 

A man using a laptop in a server room.

ENSURING A PERSONALISED SERVICE

Proof of concept (POC): We recognised that the installation of the MFDs, mail and print rooms would require personalised change management. So, we worked to de-risk the transformation of Mace’s environment (which was still running BAU) through a specialised POC prior to deployment. During this phase, we installed one of the specified devices, with the technology solution (settings, configurations etc.) agreed with Mace and deployed for full testing against their pre-agreed acceptance criteria. A technical analyst supported Mace by testing to modify any hardware settings and assisting in the configuration of the secure print management software. This process was mutually agreed with Mace’s IT team. 

Deployment approach: We collaborated with a nominated ‘key user’ - who knew the local environment and could guide delivery crews to the end point location - from Mace. This, coupled with personalised, flexible delivery times, meant any disruption to Mace’s core working hours was minimised. Mace’s preferred delivery times were agreed with our transition manager prior to completion of the deployment schedule. The initial proposal for deployment was based on a minimum of ten devices per day, but this number was amended in line with an agreed change management plan, which further personalised delivery.

Face-to-face training: We provided key operator/user training at the device, including advanced features of copy, print, scan, email, consumable replacement procedures and basic troubleshooting/clearance of paper mis-feeds, and training groups/timings were pre-scheduled with Mace. Through communication with Mace, we recognised that the simplicity of each device’s user interface, coupled with the familiarity Mace-end users had with Ricoh devices, meant that the learning curve for new users could be minimised.

Two men in a business setting shaking hands while smiling.

POSITIVE IMPACTS OF HOBS’ CUSTOMER SERVICE DELIVERY

Our 360-degree management approach has delivered several benefits to Mace, including:

  • Providing all-around visibility to deliver a fit-for-purpose solution

  • Minimising disruption to BAU work 

  • Indirect cost savings generated through a proactive approach - for example, by allowing Mace to downsize their copier and mail room

  • Delivering a service that is beyond the boundaries of the contract

  • Providing certainty and support through the backing of Hobs’ national print network

  • Training two extra members of staff for cover. 

Woman smiling and pointing at a whiteboard during a presentation.