ABOUT: The Purchasing Division of The City of Ocean City oversees procurement for all municipal departments, encompassing fire & rescue services, police, public works, beach patrol community development, community services, recreation, welfare & senior services, finance, tax assessment & collection and parking regulation. Operating in strict compliance with the New Jersey State Local Public Contracts Law N.J.S.A. 40A:11-1 et seq., the division ensures transparent and equitable procurement processes aimed at maximizing the value of public funds while maintaining integrity and fairness in vendor relations.
CHALLENGE: Despite maintaining a longstanding relationship with another provider, The City of Ocean City faced ongoing challenges concerning office equipment reliability and service wait times. Additionally, the City realized that multiple machines were dispersed across various locations, often requiring staff to navigate between floors or buildings, leading to operational inefficiencies and wasted time.
SOLUTION: In response to the challenges faced by The City of Ocean City, KDI recognized the imperative for change and took determined action. Driven by a strong belief in their ability to deliver superior service and competitive pricing, KDI demonstrated unwavering persistence and confidence as they actively sought to engage with the municipality’s procurement team. Through their determined efforts, KDI secured an opportunity to present solutions, outlining cost savings of $60,000 annually and emphasizing their commitment to delivering exceptional service quality. This proactive approach not only showcased KDI’s confidence in their capabilities but also instilled trust in Ocean City’s decision-makers, laying the foundation for a fruitful partnership. It’s worth noting that despite attempts by the incumbent provider to match this savings, the City’s Purchasing Manager harbored reservations, feeling a sense of being taken advantage of over time.
KDI’s solution focused on delivering exceptional service quality while maintaining their initial pricing for a five-year period. This involved conducting comprehensive cost analyses, right-sizing equipment, and implementing proactive measures to optimize Ocean City’s office technology infrastructure. KDI’s proactive toner management, coupled with regular quarterly meetings and customized solutions, underscored the company’s unwavering dedication to service excellence and collaborative partnership. Armed with comprehensive research and a deep understanding of Ocean City’s needs, KDI’s sales representative ensured a seamless transition and ongoing support.
Ocean City’s high value on service quality was assured by KDI, who promised to deliver exceptional service from their Mt. Laurel location, despite being nearly 60 miles away. KDI has consistently delivered on this promise, providing prompt and reliable service. Moreover, KDI’s proactive approach to equipment replacement at the end of its lifecycle further solidified their reputation for going above and beyond. In instances where service couldn’t meet expectations, KDI swiftly took corrective action, ensuring uninterrupted operations for The City of Ocean City.
OUTCOME: Nine years into the partnership, The City of Ocean City proudly operates 50 multifunction printers (MFPs), significantly enhancing operational efficiency and productivity throughout various departments. KDI’s proactive strategies for equipment replacement, toner management, and the adoption of all-color MFPs have streamlined operations, maximized space utilization, and facilitated superior customer service delivery. This collaboration has transformed procurement processes and driven operational excellence, fostering a true partnership built on trust and mutual success. Furthermore, the implementation of networked MFPs further enhances collaboration and effectiveness across nearly all departments, solidifying their unified infrastructure.
In addition to this, the Ocean City Board of Education and Egg Harbor Township capitalized on competitive pricing facilitated by Ocean City’s sharing of vendor and contract information, securing attractive deals from the outset. The integration of the OC Art Center and Historic Museum into Ocean City’s operations, along with their copiers included in the count, signifies the expansion of the partnership’s scope. This collaborative exchange demonstrates the broader impact of KDI’s solutions on the community’s overall efficiency and cost savings.
HOW OTHER ORGANIZATIONS CAN LEARN FROM THIS SOLUTION: Other organizations can derive valuable insights from KDI’s partnership with The City of Ocean City, particularly in transforming procurement efficiency and service excellence. KDI’s proactive engagement with the municipality’s procurement team underscores the importance of actively seeking opportunities to present tailored solutions and demonstrate capabilities. Their unwavering commitment to delivering exceptional service quality, despite geographic distance, highlights the significance of prioritizing customer satisfaction in building enduring partnerships. Furthermore, KDI’s thorough understanding of Ocean City’s needs, supported by comprehensive research and ongoing support, emphasizes the importance of deeply understanding client requirements. By emulating the nine-year partnership between KDI and Ocean City, organizations can prioritize long-term relationship building based on trust and mutual success. Additionally, investing in modern technology solutions like networked multifunction printers (MFPs) can enhance operational efficiency, productivity, and customer service delivery. Moreover, the collaborative exchange facilitated by sharing vendor and contract information demonstrates the benefits of collective purchasing power and resource sharing in driving cost savings and expanding impact across communities. In summary, organizations can learn from KDI’s proactive approach, commitment to service excellence, understanding of client needs, and collaborative partnership building to achieve similar success in their procurement processes and service delivery.