Empowering a Major Hospital System in Maryland: How SASE Advisors Led a Successful RFP for a Managed Printing Solution

In today’s fast-paced healthcare environment, hospital systems rely on efficient and reliable printing solutions to support patient care, administrative tasks, and compliance requirements. When these services falter, it can disrupt workflows, increase costs, and ultimately impact patient satisfaction. This was the challenge faced by a major hospital system in Maryland when its existing managed printing solution vendor failed to meet service-level agreements (SLAs).

Rather than continuing to grapple with subpar service, the hospital system decided to issue a formal Request for Proposal (RFP) to find a more capable vendor. To ensure a smooth, comprehensive, and strategic approach to this project, they brought in SASE Advisors—a consulting firm known for its deep expertise in technology assessments, vendor management, and RFP orchestration. Below is a look at how SASE Advisors guided the hospital system from identifying requirements through negotiation to secure the best deal possible.

The Challenge: Subpar Service and SLAs Not Met

Like many healthcare organizations, this Maryland hospital system depended heavily on its printing services for day-to-day operations, including clinical documentation, patient intake forms, billing, and compliance. Unfortunately, the existing managed printing solution vendor was not consistently meeting their agreed-upon SLAs. In a sector where every minute matters, constant delays or shortfalls in printing services can have significant downstream effects—wasting staff time, increasing operational costs, and even compromising patient care.

Recognizing the need for an alternative, the hospital system’s IT leadership decided that an RFP process would be the most effective way to explore the market and find a new partner capable of delivering on performance, reliability, and cost-efficiency.

SASE Advisors’ Engagement

1. Identifying Requirements and SLAs

The first step in any successful RFP process is laying the groundwork. SASE Advisors partnered closely with the hospital system’s IT and administrative teams to clearly define:

‍Operational Requirements: Types of print jobs, volume expectations, and geographical locations of printing devices across various facilities.

‍Service-Level Agreements (SLAs): Response times for print device malfunctions, cartridge replacements, regular maintenance, and escalation procedures.

‍Security and Compliance Needs: Healthcare organizations must adhere to strict regulations like HIPAA. Ensuring secure print release, encryption, and proper user authentication was a top priority.

‍Budget and Cost Considerations: Developing a clear financial framework ensured proposals could be evaluated against realistic cost guidelines.

2. Crafting a Comprehensive Scope of Work

With requirements and SLAs in hand, SASE Advisors constructed a detailed scope of work (SOW). This document spelled out all project expectations, timelines, deliverables, and success metrics. The SOW served as the foundation for the RFP itself, guiding prospective vendors on what was required and how proposals would be evaluated.

3. Building and Managing the RFP

SASE Advisors then drafted the RFP document, leveraging their extensive industry knowledge and familiarity with best practices. Key components included:

‍Executive Summary: An overview of the hospital system’s needs and objectives.

‍Technical Specifications: In-depth detail on hardware, software, and network integration requirements.

‍Service-Level Requirements: Performance metrics, penalties for non-compliance, and a clear definition of “urgent,” “critical,” and “routine” service requests.

‍Evaluation Criteria: Weighted factors such as cost, reliability, security, and vendor experience to ensure objectivity.

‍Timeline and Submission Process: Deadlines for vendor Q&A, proposal submission, and vendor presentations.

4. Leveraging a Strong Partner Community

One of the key advantages SASE Advisors brought to the table was their vast partner community. This network helped identify potential vendors with a proven track record in healthcare printing solutions. SASE Advisors also ensured that any vendors the hospital system’s IT team wanted to consider were included. By combining these inputs, SASE Advisors created a robust pool of contenders, enabling the hospital system to consider multiple high-quality bids.

5. RFP Oversight and Vendor Communication

Throughout the RFP process, SASE Advisors acted as a central point of contact—collecting and organizing proposals, scheduling vendor demonstrations, and managing communications. This approach alleviated the administrative burden on the hospital system’s IT team, allowing them to remain focused on day-to-day operations.

6. Documentation and Executive Deliverables

SASE Advisors meticulously documented every stage of the RFP process. They created a comprehensive PowerPoint deck that included:

‍Project Timeline and Milestones: From the initial requirements gathering to the final vendor selection.

‍Evaluation Summaries: Clearly articulated scoring rubrics and how each vendor measured up.

‍Risk Assessment: Identified potential pitfalls and how each vendor intended to mitigate them.

‍Recommendation and Next Steps: A structured plan for final negotiations and implementation.

This deck was presented to hospital system executives and key stakeholders, providing a transparent and succinct overview of the entire RFP process.

Downselection and Negotiations

Once the top vendors were shortlisted, SASE Advisors guided the hospital system through the downselection process. This involved:

‍Deep-Dive Comparisons: Evaluating each finalist’s proposed solution architecture, cost structure, and track record of SLA compliance.

‍Reference Checks: Speaking with other healthcare clients to validate the vendor’s ability to meet or exceed expectations.

‍Executive Briefings: Recommending negotiation strategies and possible contract modifications to maximize value.

By supporting the hospital’s negotiations, SASE Advisors helped ensure the final contract struck the best balance between cost, service, and future scalability.

The Outcome: A Best-Fit Printing Solution

Thanks to SASE Advisors’ structured process and focused expertise:

‍Improved Service Reliability: The hospital system secured a partner with a proven track record for meeting SLAs, ensuring critical printing functions stay online.

‍Enhanced Operational Efficiency: With a modern printing infrastructure and clear performance metrics, clinical and administrative tasks are now streamlined.

‍Cost Savings: Negotiating favorable terms not only locked in predictable pricing but also reduced the risk of unexpected overages and penalties.

‍Reduced Burden on Internal Teams: By overseeing the entire RFP process, SASE Advisors saved the hospital system’s IT department from a time-consuming and complex endeavor.

Ultimately, the new vendor partnership will enable the hospital system to focus on its primary mission—delivering high-quality patient care—while enjoying the confidence that its printing services are in capable hands.

Conclusion

This engagement showcases how SASE Advisors delivers expert-level guidance to organizations that need to evaluate, negotiate, and implement technology solutions. By serving as a trusted partner to the hospital system’s IT team, SASE Advisors orchestrated a comprehensive RFP process, leveraged a robust partner network for vendor selection, and secured optimal terms that will benefit the entire healthcare organization.

From defining requirements and service-level agreements to final negotiations, SASE Advisors’ thorough approach ensured that the hospital system in Maryland replaced a subpar managed printing solution with a best-fit partner—ultimately empowering them to continue providing first-rate patient care with minimal disruption.

Are you looking to strengthen your organization’s technology infrastructure or streamline your RFP process?
Contact SASE Advisors today and learn how our experienced consultants can deliver the results your healthcare organization needs.

‍

‍