Exhibit_C_-_Print_Optimization_Survey_Results.pdf

Exhibit C - Print Optimization Survey Q3 of 2026

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City of Tustin Print Optimization Assessment Final Survey Results Q3 of 2026

Purpose of this exhibit This exhibit gives proposers the business context behind the City’s requirements. It summarizes the consultant-led assessment and identifies the outcomes the selected vendor will be expected to support during solution design, implementation, training, and ongoing service.

Contents On-line Survey Results and Analysis………………………………………………………………………… Page 02 to 05 Follow-Up Department Interview Results……………….………………………………………………… Page 06 to 09

City Departments participating in the Print Optimization Survey

• City Manager

• Human Resources

• Finance

• Public Works

• Police Department

• Parks & Recreation

• Community and Economic Development

1. Survey Background

Survey Overview The City’s contracted consultant, Office Werks Advisory, conducted a two-part staff engagement process to inform the upcoming copier, printer, software, and support-services procurement:

• Citywide online survey launched July 29, 2026, covering print, copy and scan needs; personal printer usage; security and confidential printing; digital workflow opportunities; high-volume printing; and future enhancements.

• 119 survey responses, representing approximately 30% of the City’s 400+ employee population.

Following the On-line survey, Office Werks Advisory met one-on-one with a selected group of staff from each department to dive deeper into the survey results and needs. The department interviews did not change the overall on-line survey conclusions, but they significantly increased the level of detail and confidence behind the RFP requirements.

The on-line survey told us what staff wanted. The interviews told us exactly where, why, and how those requirements should be implemented.

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2. Executive Summary of On-Line Survey Final Results

Overall Findings The final results do not indicate any major dissatisfaction with the City's current print environment.

Staff feedback reflected the following recurring themes:

1. Reliability was a consistent concern across participating departments.

2. Staff expressed interest in Follow-Me Print functionality and large-format capabilities.

3. Multiple departments identified challenges supporting higher-volume jobs following the discontinuation of centralized production printing.

4. Police Department respondents emphasized downtime, higher-volume production, confidential printing, and device capacity.

5. Public Works and Community Development identified ongoing large-format printing requirements.

3. Current Environment Assessment

What Staff Use Most The final survey results confirm that shared departmental copier/MFP devices remain the dominant platform, with relatively limited reliance on personal printers. Only about one quarter of respondents reported having a personal printer assigned to them:

1. 73% primarily use shared copier/MFP devices.

2. Only about 10% primarily rely on a personal printer.

3. Approximately 26% currently have a personal desktop printer assigned.

Why Personal Printers Exist The primary reasons are:

1. Immediate access to documents (71%)

2. Confidential documents (65%)

3. Convenience (55%)

Distance and workload concerns were mentioned but were much less common.

Additional Observations

1. Confidential workflows

2. Certain Police operations

3. Executive staff

4. Specialized workflow requirements

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4. Most Important Functions The functions most frequently identified as critical were:

1. Color Printing

2. Scanning to Email

3. Black & White Printing

4. Copying

5. Stapling

Staff continue to rely heavily on multifunction devices rather than simple printers.

5. Satisfaction and Pain Points Satisfaction

Average satisfaction appears slightly higher than the preliminary findings.

Approximately:

1. 59% rated devices a 4 or 5

2. 28% rated devices a 3

3. Only about 14% rated devices a 1 or 2

Biggest Frustrations Final ranking:

Issue Responses No Frustrations 37 Device Downtime 22 Slow Printing 17 Toner Issues 13 Print Quality 9 Scanning Difficulties 5

Although many users report no major frustrations, downtime remains the leading operational concern among those experiencing issues which is common in the 5 year of a contract for this technology.

Several comments specifically reference:

• Paper jams

• Delayed service

• Aging devices

• Waiting for repairs

• Large jobs affecting availability for other users

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6. Digital Workflow Opportunities

Final survey percentages:

Response Count Yes 29 Maybe 62 No 25

78% of respondents believe some opportunities may exist for additional workflow digitization.

Examples provided:

1. Approval routing

2. Time-off requests

3. Evaluation forms

4. Request forms

5. DocuSign-style workflows

6. Digital attendance tracking

Staff Feedback Respondents identified interest in both equipment improvements and opportunities to reduce manual, paper-based processes.

Common examples included approval routing, electronic forms, digital signatures, attendance tracking, and automated document workflows.

7. High-Volume Printing Analysis

Higher-Volume Printing Theme The City discontinued centralized production print services in 2025. Several departments reported that work previously handled through centralized printing is now produced locally.

This theme appeared consistently in responses from multiple departments.

Department Feedback Related to Higher-Volume Printing Department comments identified the following higher-volume and specialty printing activities:

Police Department Multiple comments referenced:

• Daily arrest packets

• Teletype printing

• Dispatch printing

• Community outreach materials

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• COPPS event printing

• Continuous 24/7 operational demands

• Requests for larger and faster equipment

Community Development Comments referenced:

• Public hearing notices

• Agenda packages

• Planning Commission binders

• High-volume mailing requirements

• Shared devices becoming unavailable during large jobs

Finance A notable response indicated:

Business License operations print over 7,500 items during seasonal periods

Parks & Recreation Additional responses reinforced needs related to:

• Event flyers

• Program guides

• Certificates

• Marketing materials

• Cardstock printing

• Community-event support

Public Works Multiple respondents requested:

• Full-size plans

• Plan sets

• Printing larger than 11x17

On-line Survey Summary of Findings

The survey results provide a citywide view of current print and document needs, supplemented by department-specific comments and examples.

Staff generally report that current devices meet routine operational needs; however, the results indicate a clear desire for improved reliability, reduced downtime, better support for high-volume departmental printing, enhanced finishing capabilities, follow-me printing, and large-format document production.

The survey also indicates that several departments continue to absorb work previously handled through centralized production printing. Vendor proposals will be evaluated in part on how well they demonstrate an understanding of the operational reliability, specialty printing, digital workflow, and future departmental needs reflected in these findings.

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Follow-Up Department and Staff Interviews

Executive Summary

Following the online survey, Office Werks Advisory conducted one-on-one interviews with selected staff from City departments to gather additional detail regarding survey responses and operational needs.

The interviews provided additional department-level context regarding operational workflows, business requirements, and use cases associated with printing, scanning, security, and document management.

Additional Insights from Department Interviews

1. Mobile Printing Clarifications

Department Interview Observations The interviews clarified that mobile printing is not a Citywide requirement.

Instead:

• Finance does not want customer-facing mobile printing because of security concerns.

• Police is more interested in Follow-Me Print and secure release than mobile printing.

• Parks saw value in mobile printing for field and event operations.

2. Follow-Me Print

On-Line Survey Feedback Secure print release ranked relatively low compared to other enhancements.

Department Interview Observations Once this feature was described, multiple departments identified benefits:

• Police confidential documents and down printers after hours

• HR confidential documents

• Annex-to-Police printing

• Printing at alternate locations

• Reduction of abandoned print jobs

• Improved security and waste reduction

Feedback Summary Departments identified potential value in secure Follow-Me Print functionality, including authentication, encrypted print release, global print queues, reporting, and reduced abandoned print jobs.

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3. Toner Management

Toner issues were identified as a common frustration.

Department Interview Observations Police Dispatch identified a specific operational problem:

• Overnight toner outages

• Auto-replenishment not keeping pace with actual usage

• Toner stored in inaccessible locations

• Impact on 24/7 operations

Feedback Summary Feedback highlighted the importance of proactive toner monitoring, timely replenishment, accessible backup supplies, and emergency toner availability for critical devices.

4. Higher-Volume and Specialty Printing

The survey suggested departments were absorbing work formerly performed through centralized production printing.

Department Interview Observations Specific needs were identified:

• Police annex packet production

• Public hearing notices

• Finance mail-merge jobs

• Parks event materials

• Staff manuals

• Flyers

• Specialty media

• Cardstock printing

Feedback Summary Department feedback reflected a range of higher-volume and specialty printing needs that may involve equipment capacity, finishing options, workflow tools, or outsourced production alternatives.

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5. Finishing Capabilities

Staff requested:

• Stapling

• Hole punching

• Booklets

• Folding

Department Interview Observations Departments identified actual workflows:

• Finance mail-merge letters

• Police packet production

• Parks staff manuals

• Parks event documents

Feedback Summary Departments identified specific workflows involving stapling, hole punching, booklet creation, folding, and other finishing functions, along with a need for training on available capabilities.

6. Duplex Scanning

Scanning was identified as an important function, but duplex scanning did not emerge as a major survey theme.

Department Interview Observations City Manager staff specifically identified manual double-sided scanning as an ongoing issue.

Feedback Summary City Manager staff specifically identified automatic duplex scanning as important, and staff feedback also reflected continued reliance on automatic duplex printing.

7. Scan-to-Folder Workflows

Staff indicated scanning was important.

Department Interview Observations Police personnel described:

• Flash-drive based workflows

• Manual file transfers

• Laserfiche-related processes

• Desire for more secure and efficient workflows

Feedback Summary Police personnel identified opportunities for Scan-to-Email, Scan-to-Folder, and configurable secure scanning workflows that align with City document-management processes.

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8. Paper Handling and Dual Paper Trays

Paper-handling requirements were not deeply explored.

Department Interview Observations Several departments identified specific needs:

• Police letterhead and plain paper

• City Manager envelopes and specialty media

• Finance business-license stock

Feedback Summary Departments identified a need to support simultaneous loading of standard paper, specialty media, letterhead, envelopes, and other department-specific stocks. Optional second paper trays may be relevant for certain desktop printer categories.

9. Device Availability and Business Continuity

Downtime was the top operational complaint.

Department Interview Observations Specific examples surfaced:

• Public Works Corporate Yard wants a second MFP.

• Annex users travel three miles to PD for large jobs.

• Parks & Rec would like a full size color MFP at the Annex.

• Departments lose productivity when devices are unavailable.

Feedback Summary Department examples highlighted the operational importance of backup devices, alternate routing, and other continuity options when primary devices are unavailable.

10. Training

Training was mentioned but not a major theme.

Department Interview Observations Multiple examples showed staff may not know current capabilities:

• Finance stapling

• Hole punching

• Advanced scanning

• Secure workflow features

Feedback Summary Staff feedback identified potential training needs related to scanning, finishing functions, secure release, specialty media handling, duplex workflows, and device-specific procedures.