Managed Print Case Study - Southern Health NHS Foundation Trust


Case Study on implementation of a full Managed Print Service and Hybrid Mail Solution into Southern Health NHS Foundation Trust.



Printer Estate ‘Before Picture’

A survey was carried out to establish the different makes, models and suppliers of printers and copiers. In total, the survey identified 1,412 printers and 135 copiers across 150 sites and of these there were 250 different makes and models.

As a result, the trust was dealing with 6 different suppliers for printers and copiers.

Prior to the deployment of the service the Trust:

  • Was running over 250 different types of printer

  • Printer ages ranged from a few months, to up to 15 years old with less than 1% covered by manufacturer warranty

  • Multiple software drivers were being run and supported

  • Hundreds of different consumable SKUs required ordering and stocking

  • High levels of IT calls and device breakdowns

  • Low levels of intelligence about device locations and usage levels

  • Thousands of orders and invoices to produce and reconcile

  • Supplier invoicing not up to date in line with Trust changes

  • Stockpiling of toner

Current Contract Value

£1.3 million

49% Savings Delivered



Southern Health NHS Foundation Trust provides community health, specialist mental health and learning disability services for people across Hampshire and its surrounding area. Serving a population of around 1.3 million people, Southern Health are one of the largest providers of these types of service in the UK. They employ around 8,000 staff who work from over 150 sites across Hampshire, including community hospitals, health centres, inpatient units and social care services.

Throughout April 2011 to March 2012, they supported 251,000 people with 1,198,000 community visits, 302,000 outpatient appointments and 267,000 occupied bed days.



A summary of the contract requirements:

  • Fixed annual pricing for the life of the contract for Managed Print (inc. consumables) and Hybrid Mail

  • VAT reclaim for the Fully Managed Service elements of the contract

  • Ability to deliver core goods to over 180 sites next day, every day

  • Desktop delivery where no R&D at sites

  • One consolidated bill with backup file for ease of recharging and service line reporting

  • Deliveries to take place before 4pm the following day

  • Electronic proof of delivery and tracking facility

  • All quote requests responded to within 4 hours

  • All delivery and installation staff to be DBS (CRB) checked

  • Customer order number clearly visible on every package

  • On-going project related service offerings to ensure cost reductions year on year by moving to service lead alternatives. i.e. Managed Print to Hybrid Mail



Fleet Modernisation and Standardisation

  • After the deployment:

  • 6 main printer models were deployed

  • 70% fleet brand new, 30% up to 3 years old

  • 30 consumables SKUs

  • Total visibility of all devices locations and usage levels

  • High reliability levels

  • One quarterly invoice, no toner purchase orders required 100% feet covered by warranty

Managed Services - extra’s included within the contract options for Southern Health

The more you adopt a single print strategy the more incremental services can be deployed group wide.

Security Enforcement

Lock down to 150 different settings across the feet.

The application of security policies automated safeguard enforcement, such as hard drive erasure on a pre-prescribed basis and the lock down of 150 different settings across the entire Southern Health fleet. Device hard disks contain a copy of documents printed, due to the NHS customer base some will be of a very sensitive nature.

(Fine imposed by the ICO on Brighton and Sussex University Hospitals NHS Foundation Trust of £325,000 for breach of Data Protection via information left on hard drives.)


Just a few of the benefits we were able to deliver:

  • No capital spend on new and future equipment - £720,000 worth of equipment installed as part of the deal 

  • VAT Reclaim on service 

  • Guaranteed annual reduction on previous agreed total cost of ownership 

  • Enhanced service levels for staff 

  • Vendor reduction 

  • Efficiency savings in large reduction of back office administration 

  • Automated toner replenishment 

  • No downtime on MFPs due to toner outages 

  • One complete and monitored asset register available online at all times. Market value of asset register with documented floor plan device locations of £30,000 

  • Use of only genuine manufacturer consumables 

  • Electricity savings of £36,512 over 3 years 

  • No market price increases 

  • If Trust reduces printing volume the price 


“Clares’ are providing a Fully Managed Service to the Trust which has two elements; provision of stationery requirements and implementation and management of our printing fleet. The roll-out to replace printing devices across SHFT sites has gone relatively smoothly. This has not been an easy task and there have been challenges, both technical and logistical, to overcome. The partnership and engagement between Clares and the Trust has been excellent and this has contributed to the quick resolution of problems that have inevitably occurred. We are starting to see some of the tangible benefits following the installation of new printers and 50% of MFP’s, faster printing and remote monitoring, saving time and effort to chase faults and toners. Actual cost savings will take time to come through, however there are indications already that the Trust is reducing paper and consumable costs via better stationery and printer management.”

Helen Clark, Technology Business Manager


More reading…

LiveGary Stevensmanaged print