New research from BT has uncovered widespread anxiety among business leaders about the pace of technological change in the workplace. Nearly 9 in 10 company directors and executives report suffering from ‘bytemares’ – tech-related stress that’s severe enough to disrupt their sleep – with security and AI the top causes
For most business leaders, selecting and implementing the right technology plays a pivotal role in the success of their business. Whether it’s worrying about cyber security (32%), tech transformation (25%), or digital skills (24%), directors and executives are calling out for support to navigate tech, with half wishing they had a trusted partner to help them with tech transformation.
PrintIT Reseller: Nearly two-thirds of respondents recognise that digital and tech transformation is critical to the survival of their company. But the sheer pace of tech evolution is a cause for concern. How are you helping customers navigate the whirlwind of technological evolution?
John Green, Managing Director,, Commerce Business Systems: As suppliers of crucial business services to our customers, such as MPS, we have a duty to them to ensure they have the best opportunities to help their businesses succeed in the area we have supplied services. So, we have to regularly assess their situations and make sure we have the knowledge to advise when they need to be aware of the changes that are coming, any upgrades and how they will affect them and their business.
The flexibility within our MPS solutions makes sure technology we install is relevant and effective for their business and we can ensure that they can adapt quickly to any changes that are coming.
The systems and print solutions we install are designed to help customers improve their day-to-day workflow but, before we recommend anything, we make sure we have a full understanding of their business, as it is now and their future plans, because any equipment and software we recommend needs to protect them, be as productive as possible and reduce any disruptions to their operation. In particular, our range of MFPs provide advanced security features such as secure print release, authentication measures, and data encryption, to name a couple.
Daniel Gilbert, Managing Director, Key Digital: Whether our customers are just starting out in business or already have legacy systems in place, the range of technologies available on the market can appear daunting. It is vital that we work with our customers to understand the ideal situation or goal, then build a roadmap to get them there; this makes it more achievable to reach realistic goals within their budget.
The challenge comes in implementing technologies that do not alienate staff to a point that they either do not use the systems or they use them incorrectly, thus taking a step backward. Running user trials in specific departments or teams helps to mitigate staff rebellion as well as stress-testing systems already in place. This iterative way of working with technology means that our customers do not get left behind the trends, but they are not blowing the budget on things they do not need either.
Jon Palin, Technical Director, Elmdale Maintenance: We feel it’s really important to offer continued training, excellent communication and support to the end-user so that they are not daunted by the speed of the new technology. We regularly inform our customers when we are going to run a software update, and about the updates in newly launched new products, and we also encourage them to take advantage of our preventative maintenance, which means we are proactively supporting their business or school.
With third-party software such as PaperCut and ScanShare it’s possible to set up and analyse each machine to perform to its most efficient and, with real-time anti-virus products like Bitdefender, the MFPs are heavily armed against cyber-attacks.
Paul Kamlesh, Technical Director, Copybox Document Systems: Speaking from our own experience as a managed print solutions provider, we make sure we keep in regular contact with our customers, to give them updates on new technology and any changes that affect them. They have come to rely on us to communicate as well as make sure their print equipment runs smoothly, efficiently and cost-effectively.
We have always been very confident in the technology we supply to customers, because of the extensive functionality and productivity the ranges have provided for many years. You could even say that the MFP is an early form of AI with in-built intelligent memory, hard drive and a wealth of different options which enable businesses and schools to manage their documents more efficiently than ever.
Arwel Griffiths, Managing Director, Ar Graf Cymru: Through our managed print services we are able to remotely manage machines in the field, which helps to provide our customers with the peace of mind that we can spot any issues on the machines and keep them safe by carrying out firmware updates, without having to concern the end-user.
We have found this has really helped in hybrid working environments where it’s important to enable customers whose staff work from home and other locations, to print securely. We also make sure we communicate regularly with our customers, whenever we have news about anything that affects them.
PrintIT Reseller: From AI to cybersecurity, big data to digital skills, nearly 9 in 10 businesses are investing in new technology this year to improve productivity and gain competitive advantage. What measures can businesses proactively take to better protect their assets and how can your products/services help?
John Green: We believe that customers should invest to encompass a wide range of technologies that complement each other. This is why we provide a diverse range of products and services including managed print, IT services, telecoms and office supplies, to cater for the specific needs our customers as they plan ahead.
Right across the board, we recommend a combination of proactive security measures and specialised support services to make sure our customers’ businesses are secure, productive and resilient.
Daniel Gilbert: Promoting a culture of security awareness across all levels of a business is imperative to protecting key assets. The narrative needs to come from the top stakeholders as they will feel the biggest impact should an incident occur.
We are working with a growing number of businesses and organisations to digitise paper-based processes and their associated archives. We have seen a trend in this becoming a necessity due to changes in government or industry regulation. With our NHS partners, the trigger point has been an increased focus on digital inclusion and the ROI that will bring. In other cases, the need to locate and retrieve documentation instantly to ensure audit compliance has been the driving factor.
Data is the biggest asset that a business has a duty to protect. We provide the ability to securely manage data in the cloud while employing strict access controls to ensure only authorised personnel can access critical data that is pertinent to them.
Jon Palin: Our customers are being encouraged to integrate robust security measures, using our experience in IT services and managed print services. The MFPs we provide offer a wide range of data encryption and secure storage, document management solutions, remote monitoring and facilities for secure printing. With IT services there are more factors customers need to be aware of.
In particular, IT services can enhance the role MPS plays, in our customers’ business or school, by offering continuous monitoring of the whole network infrastructure with a specific leaning towards cyber security, data integrity and managing their systems to maintain compliance within the growing number of industry regulations and standards. By providing our combined services and making sure they are compliant, we are also helping customers to reduce the risk of any legal or financial issues or unnecessary disruptions.
Paul Kamlesh: As a managed print services supplier, we are becoming more aware that after cost-effective printing systems – which is always at the top of the agenda – the two biggest criteria our customers demand, are for us to provide data security and improved productivity. We advise the businesses and particularly the schools, about ways they can achieve both with MPS, because of the many in-built features for security and productivity and how, with us managing their equipment remotely, we are adding another layer of both of these requirements.
In light of the new PSTI (Product Specification & Telecommunication Infrastructure) Act, we are working more closely with our OEM suppliers, as the responsibility for compliance with this new act will fall on us both. OEMs are now banned from using and allowing weak or easily guessable default passwords, and we both have to share a timeframe with our customers, within which they can expect to receive support once a model goes out of production. Our OEM suppliers have issued their own statement of compliance that we are also bound by.
Arwel Griffiths: Our customers vary, from small local businesses and schools to large organisations and we are seeing that everyone is investing in some sort of new technology. The schools are now mostly smart device-based and use our machines to print, copy or scan teaching materials and run their day-to day business activities.
Many local businesses are now upgrading their printers to more feature-rich connected MFPs and are relying on us for help with data and access security and connecting staff who work from home.
The larger organisations tend to tell us what they need, as most of them have in-house IT teams who are good at forward planning and keeping on top of the latest technology.
We are proactively helping our customers by understanding their specific needs, tailoring the print solutions we provide to them, and we can analyse what is happening, on each machine, with our remote managed print service.
PrintIT Reseller: Two-thirds of the companies polled say tech transformation is vital to the survival of their business. To what extent are emerging technologies impacting information security?
John Green: We see the impact on information security as both an opportunity and a challenge. As time has progressed the range of MFPs, telecoms and IT software we provide have become much more sophisticated. The MFPs are built with more advanced security features as standard, our VoIP services are increasingly using encryption to secure voice data when people are speaking, which is great news all round although, in the last month, the responsibility for added security has increased, both for us, as a supplier, and our OEM partners, following the PSTI Act coming into force.
However, it’s not a problem for us because we have always been quick to adapt to changes, and are already compliant, and we think it’s excellent that the UK is the first country to pass an Act like this. It just means we need to spend time communicating and reassuring our customers that use a combination of all our services and those who are a managed print, IT services, telecoms or office supplies customer – and some need more assistance than others.
Daniel Gilbert: Emerging technologies are both a benefit and a challenge for information security. Businesses and their technology partners need to stay vigilant and proactive in adopting these technologies while ensuring robust security practices are in place to mitigate potential threats.
The adoption of a zero trust architecture has emerged over the last three to five years and is transforming how security frameworks are designed and implemented. Emerging technologies supporting a zero trust architecture by providing tools for continuous verification and monitoring will prove their worth.
Steve Smith, Technical Director, Elmdale IT Services: From an IT services point of view, the integration of managed print services, VoIP and IT services, is crucial for our customers and we have seen a shift to using more cloud-based services.
We are also aware of the introduction of AI-driven cyber threat detection systems, and, while inevitable, there are complicated safeguards in place for this technology, because they generate a complex and time-consuming set of checks and verifications, which can slow down processes significantly. On a positive note, the customers who are investing in our IT technology are relying more on us to monitor and manage their systems more closely, and we are also helping them to advise their staff how to recognise and respond to potential security issues.
Paul Kamlesh: We supply managed print services and recently, while there haven’t been many changes to the products in recent years, the changes that have been made are based on security.
With the introduction of AI into the broader world, making it accessible to everyone, the impact on information security will be immense and this is why OEMs and suppliers now have to take a proper stand against cyber-attacks on connected MFPs and unsecured printers. The fact that MFPs have encryption, user authentication and secure print release are helpful and now that simple access passwords are being banned, to prevent cyber attackers guessing, is even more useful.
Arwel Griffiths: We are fortunate to work with a range of MFPs with many beneficial security features including user authentication, monitoring of users using log-in information, account tracking and secure print.
However, we are seeing that the latest models launched recently, have been designed with additional security in mind. One of the features is called the Authentication Attack Detection function and is designed to block attempts made to break through passwords and other access codes.
We have always been aware of the steps that need to be taken to ensure our customers and their data are protected but, with the new PSTI Act passed in the UK, just a few weeks ago, it just goes to show that everyone is taking no prisoners when it comes to clamping down on the increase in cyber threats on digital technology.
In a nutshell, the impact that new technology has created has been that businesses are building new boundaries of zero-tolerance.
PrintIT Reseller: The study found that tech investment overall is set to increase 31% year-on-year, are you seeing an increase in demand and in what areas?
John Green: We added office supplies to our portfolio last year and we have seen a rise in the business there – this includes everything from laptops to furniture.
In addition, a number of our existing managed print services customers are now looking to consolidate their business management processes to one supplier, meaning that our IT services business has been a major area of growth, this year, with telecoms/VoIP services not far behind.
Customers are talking more about security but, mainly they are concerned about rising costs so by having one company managing their systems it achieves stability, security and cost effectiveness.
Daniel Gilbert: The ability to access and assess business data from a single terminal is proving to be invaluable. Ease of management of data and reporting is increasingly becoming a requirement.
This demand stems from changing ways of working, with cloud access to information required regardless of where or how work is being carried out. The investment is ultimately in staff productivity and increased customer service, using technology as a conduit to make the biggest improvements.
Steve Smith: At Elmdale Group we are in the fortunate position of being able to offer our customers the combination of both managed print solutions and IT services. We are seeing a marked increase in the number of businesses and in particular schools, enquiring about data security and how their systems can be protected against the rise of cyberattacks.
We are also seeing a move towards digital transformation, especially in schools with smart devices and connected laptops for students and teachers, e-learning over the internet and school intranets. We have even been discussing the slow but steady introduction of advanced technologies such as artificial intelligence at this stage, for lesson planning, assessments and adding efficiency to admin tasks.
Paul Kamlesh: We have seen our business increase sharply this year and mainly in the mid-volume sector of our MFP range and in managed print services. We have also seen an increase in enquiries from existing customers about IT services, giving a clear indication that customers really want to combine their business systems under one contract. Interestingly, we have seen the number of referrals increase from a local IT services supplier that we often come into contact with.
They refer their customers to us, who have asked about managed print services, which they don’t provide. In response to this, and the increase in the enquiries from our own customers relating to IT technology, we have formed a partnership with this local IT services company and are now collaborating to fulfil our areas of strength, within businesses and schools that require a combined systems approach.
Arwel Griffiths: The last 12 months has been really busy for us with a steady increase in the number of multifunctional printer-copier-scanners in the mid volume, 30-50ppm segment.
More people seem to want to be able to connect printing and scanning together and they are looking at security a bit more seriously now. Our office supplies and furniture business is doing just as well, so it looks as though there is a return to confident times now that offices are expanding again.
PrintIT Reseller: One in five respondents see AI as an existential threat to their business and have concerns around data privacy and security, what steps can organisations take to mitigate risks of AI in the workplace?
John Green: I think it’s important that AI complies with the regulations set out to protect customers who use managed print solutions, telecoms and IT services and carry out regular security audits.
AI needs to have some boundaries and if that means setting up rules-based systems that allows only certain people to use it in the workplace, then that might be a good way of preventing AI from developing out of control, with far reaching consequences.
Daniel Gilbert: Employee training and teaching best practices is the most important step to take to mitigate these risks. Ensuring robust cybersecurity policies and technologies are in place when met with competent use will go a long way to prevent security breaches and lessen the impact of threats and phishing attacks.
The use of AI systems in businesses is becoming more prevalent, and ethical AI practices need to be in place to understand fairness, accountability and transparency of its use.
Similarly, compliance with legal requirements and industry standards should be understood before they are implemented, and their use should be monitored to sense check output and to correct potential biases or errors.
Jon Palin: We regularly monitor our customers’ systems, whether they are using MFPs, printers or IT hardware and software. There needs to be some sort of monitoring and auditing system for AI in businesses and schools to help control the activity, it’s undertaking, and the information it has access to within the customer’s system. Under the PSTI (Product Security & Telecommunications Infrastructure) Act, passed at the end of April, OEMs and suppliers are now duty-bound to ensure that easy-to guess, or regularly applied, passwords are banned for gaining access to any machine or system.
Paul Kamlesh: With software like PaperCut, it’s possible to add layers of rules to limit the use of, or gain access to, certain features of an MFP or printer. Maybe this type of software can also be used to place added security on the use of AI in companies and schools. With robust encryption on MFPs, it may be possible to encrypt any data that is stored or being used on the hard drive. Current security measures are very stringent so should be sufficient.
Arwel Griffiths: At the moment AI is still in its infancy, but in the back of everyone’s mind is the question about how it’s managed (and is there an emergency ‘off-switch’?) so that it doesn’t become uncontrollable.
Probably the most effective way to reduce the risk now, is to add some way of making it difficult to get access to personal data and maybe even to limit who has access to AI within companies, using multi-layered authentication to approve what is being carried out by AI, as an added layer of security.
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