Challenge: The Arlington County, Va., Digital Production and Mail Center was looking for a way to streamline its operation and keep costs in line with local commercial printing companies. It was essential to the centre’s continued success, as the county offices and schools it prints for can easily decide to send their work to the private sector. “We don’t have first right of refusal,” says Paul Sprow, the centre’s manager. “So we benchmark our work to prices in the local area every three months. As our competition becomes more efficient, so must we.” And Sprow knew just what was making his operation less efficient: “The configuration we had in place left too many automation gaps,” he says. Ease-of-use and customer service were the first big steps in improving the operation. Aft

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