Health Plan of San Mateo

Health Plan of San Mateo case study provided by Shamrock Office Solutions, a Flex Technology Group company

About Health Plan of San Mateo (HPSM)

Health Plan of San Mateo (HPSM) is a local, non-profit County Organized Health System (COHS). HPSM’s mission is to ensure that San Mateo County’s vulnerable and underserved residents have access to high-quality care, services and supports so they can live the healthiest lives possible.

Headquartered in San Francisco, California, HPSM has over 200 employees and serves over 145,000 County residents.


  • HPSM had multiple vendors for production printers and copiers
  • Incumbent vendors did not meet the SLA requirements established in the beginning of the relationship
  • Customer was looking to develop a relationship with one vendor to meet all service and escalation needs
  • Production printer vendor was no longer an authorized Ricoh dealer, which led to lack of supplies and availability of parts
  • The team was not trained on utilizing the full capabilities of inline accessories on their current production equipment


  • Provided brand new Ricoh production equipment to reduce any technology learning curves
  • Provided multiple days of training for color calibration, fiery workflow, etc.
  • Streamlined the communication and escalation process to expedite service response times
  • Created an asset & service management strategy that simplified the client’s end user experience


  • Reduced turnaround times and enhanced uptime on production equipment to improve end user satisfaction
  • HPSM has a trusted vendor to provide hardware and software solutions to enhance workflow
  • Imporved cost visibility
  • Brought outsourced work in-house