National College of Ireland is a leading provider of third-level education to 3,500 full-time and parttime students. Founded in 1951 with barely 100 students and originally run by Jesuits, the college
now employs a full-time staff of 200 and occupies a 2-acre site in the heart of Dublin’s prestigious
Financial Services Centre.
Many universities and colleges use self-service credit top-up systems that enable students to
purchase print credit on campus. In 2007 NCI acquired one such “money-loader” system so that
students could buy credits needed to use campus machines for printing their typed notes,
dissertations for degrees, and other documents.
While this system was fine in theory, in practice it caused “continuous operational difficulties”,
which included not always correctly identifying the different monies lodged by students.
A series of troubleshooting visits by various technicians confirmed that there was a problem, but
failed to identify a solution. The result was that staff in the NCI library, which houses most of the
public printers and copiers, were under considerable pressure from students needing change
because the credit system had failed to deliver.
After struggling with the system for a number of years in what the college IT Manager described as a
“horrendous customer experience”, NCI decided to seek an alternative solution.
NCI’s IT manager, Geraldine Minogue, assisted by a team of ten, has responsibility for a centralised
college IT service and the entire IT infrastructure and support services for college staff and students,
as well as the residents of the NCI Business Incubation Centre.
In search of help, Ms Minogue turned to Bryan S Ryan, the Irish Managed Print Services and IT
services specialist, whose reputation she learned of through a contact in the IT industry. One
immediately reassuring aspect was that Bryan S Ryan had many years of experience in the field of
A Bryan S Ryan representative visited NCI to assess the college’s needs and quickly realised that, in
addition to the immediate challenges, there were other areas that both parties could look at
enhancing customer services and delivering overall cost efficiencies.
Bryan S Ryan’s project team quickly moved through the gears in applying their SERVO MPS project
methodology. This approach, which has a proven track record in large MPS accounts and has been
fine-tuned over the years, incorporates five key metrics designed to offer clients enhanced
productivity and cost effective solutions.
The five key SERVO metrics are: Scope and Evaluate, Educate/Change Management process, Rollout/
Implementation, Value to the Client and Business Process Optimisation.
Speaking from her NCI office, Ms Minogue said: “Bryan S Ryan’s Sales Director, Gerry Cheung,
assured me they would have the replacement solution set up and fully operational in just four days –
a deadline that we absolutely had to meet. Frankly, I was quite sceptical because of the scale of the
problem: not just physically bringing in the hardware but also setting up the software, physically
adapting existing hardware and then transferring the student records to the new system’s
The Bryan S Ryan project team met and exceeded all the deadlines and demonstrated their
credentials in all aspects of what was a hugely positive outcome for both parties.
Ms Minogue was hugely impressed with Bryan S Ryan’s managed services approach, “It would be fair
to say that all of this was achieved with the minimum of disruption to both staff and students within
the college. Bryan S Ryan fully understood our challenges. It was their partnership approach with my
team that really stood out and which ultimately led to a successful implementation. I now have
confidence in a solution that is both reliable and resilient and meets all of the needs of a demanding
This partnership approach has continued and phase two is currently been completed:
The second module of Bryan S Ryan’s rollout comprised a solution that would enable students to
print from their mobile devices. This was introduced by NCI in recognition of the growing use of such
technology, and has proved very popular with students. Ms Minogue said that, as with the cash loader system, “everything has worked faultlessly from day one, with no issues or hitches
whatsoever. We look forward to phase three with the same professionalism and dynamic approach.