Richmond City Council
October 3, 2023

©2020 Ricoh USA, Inc.

EXECUTIVE OVERVIEW

RICOH HIGHER EDUCATION
We are one of the largest document management solutions providers in the world and are one of the most trusted and experienced higher education partners in the industry. When you choose to work with us, you’re getting a business partner who understands your challenges and can bring in a dedicated team of experts that can work as an extension of your university administration and provide true collaboration, flexibility and scalability – the expertise required – exactly when it is needed. This approach gives you outside expertise and full strategic control.

Due to the unique requirements of higher education, Ricoh has created a strategic focus specifically to support the higher education market in the U.S. The following are key facts about Ricoh’s Higher Education program and organization.

HIGHER ED

EXPERIENCE
Ricoh has been solving our customers’ problems with creative and innovative ideas for more than 75 years. In this new world of work, we continue to innovate and enhance the student, faculty, and administrative experience. We leverage our expertise and the processes refined in service to over 2,000 Higher Education clients. We build optimal solutions for colleges and universities with unique challenges in servicing an ever changing environment and student population. These solutions are all designed to make information work for colleges and universities across the country.

SERVICE DELIVERY
Ricoh understands the importance of having in-depth knowledge of the culture, academic environment, technology platforms and common challenges in higher education to be a relevant business partner. We have a team of resources with higher education expertise.

Our experience allows us to establish consistent service delivery across all geographic regions by sharing best practices with our field sales professionals, solution design consultants, implementation and project management services and field operations.

AREAS OF EXPERTISE FOR HIGHER EDUCATION
Ricoh is the ideal partner for a college or university since across our areas of expertise we have improved experiences for students, faculty and/or administrative staff at other colleges and universities across the U.S. In working with the higher education industry, we have determined the key business areas that our customers consistently identify as needing our support: Consulting Services, Campus Mail, Campus Print,  Consulting Services
 Campus Mail / Packages
 Campus Print
 Student Lifecycle
 Campus Technologies
 Campus IT Services
 Business Workflows
 Teaching & Learning Technologies
 Environmental Sustainability
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©2020 Ricoh USA, Inc.

CUSTOMER EXPERIENCE & CONTINUOUS IMPROVEMENT

RICOH SERVICE EXCELLENCE
Ricoh has been a trusted partner with the University of California System campuses for almost 20 years.

Throughout this time we have helped build strategies that address each campuses objectives, departmental needs and provide expertise to ensure maximum efficiency with minimum organizational disruption. A comprehensive solution can then be built, that not only applies innovative technology, but also leverages world-class service, including provider expertise and proven best practices. Ricoh has trademarked this process, called Ricoh Service Excellence SM to ensure consistent delivery. This proprietary methodology focuses on five fundamental areas: Customer Analysis and Solutions, Implementation Process, Operations and Best Practices, All-Star Employee Systems, and Customer Strategy and Communication. The composition of each area is illustrated in the following diagram.  Customer Analysis and Solutions: We capture your needs and translate them into innovative solutions using industry leading technology and measured service levels
 Implementation Process: We design and manage the implementation process
 Operations and Best Practices: We leverage nationally validated operations and best practices for higher education
 All-Star Employee Systems™: We consistently develop and motivate employees to deliver world-class service
 Customer Strategy and Communication: We regularly update your document strategy to maintain alignment with your objectives The methodology is unique in how we:
 Translate institutional needs into cost-justified solutions using innovative technology and measurable service levels
 Design and manage the implementation process
 Build on nationally validated standards and best practices for higher education  Consistently develop and motivate employees to deliver world-class service  Consult to ensure alignment with your overall Strategic Plan So, what are the key benefits to you?
 Customized Solution: We build a strategy customized to higher education, your needs and your requirements
 Easily Measured Results: We give you full visibility to our real-time metrics to drive peak performance
 World-Class Customer Service: We recruit customer-centric and dedicated site professionals
 Strategic Partnership: We are focused on adapting to your changing institutional objectives, industry practices and new technologies
3394
Press, Blog — May 1, 2020
Anajet, Inc. to merge
into Ricoh Printing
Systems America, Inc.
on June 1, 2020
Anajet, Inc. officially becomes direct-to-garment printing division of Ricoh Printing Systems America, Inc. Customer support, products, and services to remain the same.

TUSTIN, CA, May 1, 2020 – Ricoh Printing Systems America, Inc. (“RPSA”), a Delaware-incorporated company announces that on April 30, 2020, its Board of Directors has resolved to merge its wholly-owned subsidiary Anajet, Inc., a California-incorporated company, in an absorption-type of merger (the “Merger”), effective as of June 1, 2020 as follows.

1. Purpose of the Merger
As Ricoh Company, Ltd. (RCL) has been conducting a reorganization of the North America DTG business, RCL has decided on the Merger to pursue greater efficiency in management of subsidiaries. The Merger allows for more efficient synergies among Ricoh divisions, reduced overhead, and more streamlined work processes through consolidation of the division’s management team.

2. Summary of the Merger
(1) Timeline
Merger resolution by the Board of Directors — April 30, 2020 3395
Date of the Merger agreement — April 30, 2020
Date of the Merger (the effective date) — June 1, 2020 (planned) (2) Merger method
Short-form merger of the parent company, RPSA, absorbing its whollyowned subsidiary, Anajet, pursuant to Delaware Corporation Code § 253.

Anajet, Inc. will be dissolved as of the merger date.
(3) Allotment of shares and other assets upon the Merger Not applicable
(4) Treatment of stock acquisition rights and bonds with stock acquisition rights of the merged companies
Not applicable

3. Outline of the Companies Subject to the Merger

4. Situation After the Merger
RPSA’s trade name, address, name and title of representative, nature of business, share capital and fiscal year-end will remain unchanged after the Merger.

5. Future Outlook & Impact on Customers
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As the Merger involves a merger of RPSA’s wholly-owned subsidiary, the impact of the Merger on RPSA’s consolidated financial results will be minor. All products, services, warranties, company contact information, and business hours remain the same, with Anajet’s full Technical Support and Customer Care teams available to provide regular services. A list of Frequently Asked Questions designed to address customer concerns is available: https://anajet.com/merger.

Contact
Brad Fletcher
Ricoh Printing Systems America, Inc.

[email protected]
For product related inquiries, please contact [email protected]

About Ricoh
Ricoh is empowering digital workplaces using innovative technologies and services enabling individuals to work smarter. For more than 80 years, Ricoh has been driving innovation and is a leading provider of document management solutions, IT services, commercial and industrial printing, digital cameras, and industrial systems.

Headquartered in Tokyo, Ricoh Group operates in approximately 200 countries and regions. In the financial year ended March 2018, Ricoh Group had worldwide sales of 2,063 billion yen (approx. 19.4 billion USD).

For further information, please visit www.ricoh.com
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News Release
Ricoh strengthens digital workplace capabilities
with DocuWare acquisition
TOKYO, Japan – July 2, 2019 – Ricoh Company, Ltd., (Tokyo, Japan) today announced a definitive agreement to acquire DocuWare, a leading provider of Content Services software.

Headquartered in Germany and the United States, DocuWare provides cloud and on-premise document management and workflow automation software to over 12,000 customers in more than 90 countries across the globe through a network of 600 partners.

David Mills, Corporate Senior Vice President, Ricoh Company Ltd, says: “We are intent on building a thriving business which meets the growing need of companies around the world to digitise their businesses and workplaces, wherever they may be. We see a strong demand from our customers to maximize the value of their documents and business content to support their growth. The agreement we have made with DocuWare, which has a market-leading, cloud-first content services offering, is a hugely significant step in meeting that need. We are delighted at the additional capabilities we will be able to offer current and new customers.” Ricoh has a long-term existing partnership with DocuWare, and employs its software both internally in its own operations and with existing customers. Mills adds: “DocuWare takes the pain and cost out of business processes, helping reduce human error and, importantly, improve business efficiency to free-up valuable employee time. Our ambition at Ricoh is to ‘empower digital workplaces'. What that means in practice, is connecting people to information faster and more conveniently, improving communication and creativity; the synergy between Ricoh and DocuWare speaks directly to this ambition. DocuWare will operate as a standalone subsidiary of Ricoh and we are committed to maintaining and growing its hugely successful partner programme, through expanding its channel network and investing in further product development. DocuWare already seamlessly integrates with our new IM C series of multifunction printers, through Ricoh Smart Integration, providing customers with a simple, secure way of scanning documents and feeding them directly into a highly effective, intelligent workflow process.”
Mills continues: “As a long-time partner, Ricoh understands the power of DocuWare's channel to deliver document management and workflow automation solutions to customers. Ricoh wants to strengthen and grow this route to market and is committed to helping and learning from DocuWare and its management team.

Dr. Michael Berger and Max Ertl, presidents of DocuWare, summarise: “DocuWare has a bold growth plan, and that includes enabling current and future partners with leading document management and workflow automation technology. Having Ricoh as a strong investor and 3398
owner gives us the certainty that we can achieve our goals and continue to be a reliable, trustworthy and innovative provider for the entire DocuWare partner and customer community.”
Ricoh has been investing in digital workplace services by growing both organically and through acquisition. The acquisition of DocuWare is in line with Ricoh's strategy to grow its digital workplace transformation offering.

The deal with DocuWare is expected to close over Summer 2019, subject to receiving clearance from the relevant competition authorities in Germany and Austria and completion of other customary closing conditions. Following completion of the deal, DocuWare will operate as a subsidiary of Ricoh with Dr Michael Berger and Max Ertl remaining as presidents. 3399
Q 20. *Upload a separate document that you create labeled “References” and provide references from three (3) public higher education institutions of comparable scope and scale as the UC (other than UC) currently using your service. For each reference, state contact name(s), email and telephone numbers together with a brief description of the nature of services provided.(Upon successful qualification, UC may contact some or all of these references to better understand your services and performance levels) University of Kentucky
Craig Locke / Associate Director, Procurement Automation (859) 257-2964 / [email protected]
Clemson University
Lori Brierre / Director of Strategic Operations
864-656-3629 / [email protected]
University of Louisville (Health Centers)
Steve Amsler / VP of Operations
(502) 588-6000 / [email protected]
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University of Kentucky
University of Kentucky Saves Big with
Massive Document Management Overhaul

ABOUT THE CUSTOMER
The University of Kentucky (UK) is a large public university in Lexington with nearly 30,000 students in a sprawling campus setting that includes a medical campus, multiple hospitals and dozens of clinics and outreach programs. The university nurtures an environment where academic growth and learning takes precedence throughout the entire community.

As a result, it continually strives to partner with innovative leaders with advanced technologies such as Ricoh to enhance efficiencies—and enrich lives.

CHALLENGE
The University of Kentucky produces about 130 million print impressions annually.

As a result, it spends about $6.7M annually for direct print costs, comprising hardware purchases, supplies, leases, maintenance, personnel and more. The subsequent toll of such a massive workload adversely affects the environment, too.

A cross-functional team comprising representatives from the university’s administrative, academic and medical areas was formed to find output solutions that could reduce printrelated operating costs and minimize energy consumption. “We knew we needed to centralize and standardize our document management,” said the University of Kentucky Associate Director of Purchasing. “But, the situation was worse than we thought. We were alarmed when we began to learn more about the existing environment and inefficient processes.”
Case
Study
education
“As a community, we’re
committed to improving
efficiencies throughout the
campus. It’s clear we’re poised
to make a significant impact
through the Ricoh MDS
program.”
– Associate Director
of Purchasing
University of Kentucky
Challenge
l Too many under-utilized devices
from multiple vendors
l Decentralized procurement
and management processes
l Excess waste, energy
consumption
l Inefficient tracking processes

SOLUTION
l Ricoh Managed Document
Services
• Clear, concise procurement
strategy
• Centralized network control
• Onsite assessments to identify
most suitable devices

RESULTS
l Projected to save more than
$22M over the next 6 years
• Helped reduce energy
consumption
• Standardized equipment
and supplies
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The task was daunting. Many areas had more devices
than people. In fact, the problems were so extensive that it was impossible to determine the true number of devices or usage patterns. It was estimated that the university had as many as 10,000 print devices—from 33 unique
manufacturers—deployed throughout the campus.

Inefficiencies in the procurement process led to
unnecessary purchases as well as the wrong type of
equipment. As a result, there were 632 types of output
devices with more than 1,000 unique supply needs. Some
devices were overworked while others remained dormant.

The team worried that the existing situation was too
complicated to implement a managed print strategy.

It issued an RFP hoping that a vendor was up to the
challenge. A group of 12 respondents was narrowed down
to four finalists. Ricoh—already a significant presence on campus for more than 20 years—was among them.

SOLUTION
Each of the four RFP finalists were asked to provide an assessment using its standard methodologies for a specific area of the campus. University decision-makers were
impressed with Ricoh’s analysis as well as its suggestions in its follow-up proposal.
“Ricoh listened to us, which I believe helped them get to the actual source of the problems,” said the Associate
Director. “Plus, it helped them customize strategies and solutions to acutely address specific areas of concern. It’s obvious that they have experience accommodating the
unique needs of higher education.”
Ricoh was chosen to implement its Managed Document
Services (MDS) strategy. A 20-person team was deployed
to the UK campus to streamline operations, standardize
equipment and supplies and simplify processes for staff, faculty and students. The team provides preventive
maintenance, repairs, software upgrades as well as
installation and training.

Each new device is procured after Ricoh conducts a
strategic onsite needs assessment to determine which
types of devices can accommodate the unique demands
of the area and its users. The devices are networked,
so activity can be tracked remotely to expedite
maintenance for the entire fleet. Additionally, many
devices, including those in student labs and libraries, offer user authentication controls for easier chargeback management and to prevent unauthorized use.
“Each area has an approved list of products to choose
from,” said the Associate Director. “Standardization makes procurement more manageable. Even if things change,
everything from services to consumables to monitoring can be handled much more efficiently.”

RESULTS
Each department is on a price per impression plan—with
monochrome output priced differently than color output.

In return, participants receive a wide range of digital multifunction devices, printers and copiers, guaranteed service level response times, usage activity reports and simplified billing processes. In addition, the plan is with a single vendor with standardized terms to minimize
inconsistencies.

An incremental rollout was planned. Word spread quickly and willing participants for the pilot program came
from all areas of the campus. An extensive waiting list comprising many departments is eager to implement the
new MDS strategies.

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Study
3402
“Early response has been fantastic,” said the Associate Director. “As a community, we’re committed to improving efficiencies throughout campus. It’s clear we’re poised to make a significant impact through the Ricoh MDS
program.”
The Associate Director noted that the program includes
several eco-friendly features that complement the
university’s initiative to promote more sustainable
operations. All of the new devices include default
duplexing to reduce paper waste. A recycling program
has been introduced to minimize landfill waste.

Additionally, the university is pushing document
distribution through email and paperless faxing to
reduce operating costs even more.
“We want to find solutions that are more convenient for users and better for the community,” said the Associate Director. “This implementation is the first step, but
we will continue to look for other opportunities. For
example, we’re planning to introduce mobile printing to accommodate a more active, agile user base.”
More departments are joining the MDS program and
momentum has surged. Projections call for 706 million
pages of output over the next six years. In fact, early analysis indicates that the university could save more
than $22 million over the next six years of the contract.

CS-161-RIC ©2013 Ricoh Americas Corporation. All rights reserved. Ricoh® and the Ricoh logo are registered trademarks of Ricoh Company, Ltd. All other company names, product names and trademarks are the property of their respective owners.
www.ricoh-usa.com
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3403
Clemson University
How Ricoh helped Clemson overhaul print and mail—and generate $2.5M in new revenue.

ABOUT THE CUSTOMER
As one of the most selective public research universities in the U.S., Clemson is committed to world-class research and a high quality of life. They are ranked the 23rd best national public university by U.S. News & World Report, providing diverse opportunities for their 21,000 students in South Carolina, the U.S. and beyond. And more than 90 percent of senior students say they’d choose Clemson if they had to do it all again.

CHALLENGE
• Outdated mail services that didn’t meet 21st Century needs for fast, efficient delivery
• Digital printing was frequently outsourced, with no fixed cost control • Inefficient, costly campus-wide print environment
• Higher package volumes that increased pickup wait times Clemson’s 50-year-old mail center hadn’t kept up with the times. Mail was sorted and delivered to university staff scattered throughout the campus. Students retrieved their mail and packages at 8,000 dedicated onsite mailboxes with combination and key locks.

Clemson knew they needed to overhaul their mail services to keep up with the increased number of packages received from online shopping.

Additionally, there was no on-site commercial printing since Clemson had disbanded their on-site print shop years ago. Professors, staff and students were forced to outsource higher-end digital printing to commercial printers throughout the state without fixed cost controls.

Furthermore, rising costs and a lack of a single purchasing process put Clemson’s decentralized campus printing infrastructure in the spotlight. Each department purchased its printing equipment under a general framework set by the administration—resulting in an unknown number of devices throughout campus with varying model numbers. There was also little campus-wide tracking of print costs, volumes and usage. It was time to identify new revenue streams and reduce costs in all three areas—mail service, production print and the campus printing environment.

Case
Study
Higher Education
“Ricoh said they wanted us to
print less and here’s how we’ll
help you do it and you’ll save
money.”
– Mike Nebesky
Procurement Director
Clemson University
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RESULTS
• Over $500,000 in documented savings, more
than $2.5 million in new revenue
• New revenue offset nearly 90 percent of the
print and mail services
• Reduced package retrieval wait times from
40-plus minutes to just over one minute
• Reduced the number of print device
manufacturers
• Increased efficiency, further reduced costs with
business process improvements
Clemson’s mail, production print and campus-wide
printing environments have undergone a complete
transformation—while generating over $500,000 in
documented savings and $2.5 million in revenue to offset almost 90 percent of the cost of print and mail services.

Package wait times for students have dropped from
40-plus minutes to an average of just over a minute.

Mail volume has diminished and package volume has
surged—making 8,000 student mailboxes obsolete. In
addition, plans are in the works to design and build a new, modernized, size-appropriate student post office.

Widespread savings have been achieved through the
campus-wide printing program. Clicks and print volumes
have declined, duplex and black-and-white default printing are on the rise, and less paper and energy are consumed.

Initially, some employees were hesitant to embrace the
new print environment. Ricoh overcame resistance through change management and ultimately helped everyone
understand the benefits of migrating to lower cost print devices or just printing less.

Business process improvements across a wide range
of administrative departments have further increased
efficiency and reduced costs for Clemson. One solution
includes automating the university’s accounts payable
process. Now, all invoices sent by mail are received at the mail services location, where our team opens and quality checks each document, and then scans them to Ricoh’s
Advanced Document Capture Services team for imaging.

Once processed, the images are uploaded and assembled
in e-procurement software for automatic processing
and payment.

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in documented savings
$500,000
in new revenue
$2.5 million
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Case
Study
Ricoh USA, Inc. 70 Valley Stream Parkway, Malvern PA 19355 | 1-800-63-RICOH CS-265-RIC ©2018 Ricoh USA, Inc. All rights reserved. Ricoh® and the Ricoh logo are registered trademarks of Company, Ltd. All other trademarks are the property of their respective owners. The content of this document, and the appearance, features and specifications of Ricoh products and services are subject to change from time to time without notice. Products are shown with optional features. While care has been taken to ensure the accuracy of this information, Ricoh makes no representation or warranties about the accuracy, completeness or adequacy of the information contained herein, and shall not be liable for any errors or omissions in these materials. Actual results will vary depending upon use of the products and services, and the conditions and factors affecting performance. The only warranties for Ricoh products and services are as set forth in the express warranty statements accompanying them. www.ricoh-usa.com Learn more about Ricoh Services and Solutions or contact us

HOW WE DID IT
• Implemented Ricoh’s Mail Services, Production
Print Services and Managed Document Services
• Took over the onsite student post office plus
mail processing and distribution, added a
print shop with modern print and online job
submission technology
• Assessed campus print environment, gauged
number of printers/models in use, tracked
volumes and costs
• Phased out inefficient print devices, installed
smaller, more energy-efficient MFPs
• Managed all break/fix for the fleet as well as
consumables
Ricoh proposed a broad plan encompassing three of our
Managed Services to overhaul mail, production print
and document services. To make print and mail services
especially attractive, we devised a cost containment
program and generated new revenue streams to offset
our management fee as much as possible—to achieve a
net zero cost for Clemson. To make the print infrastructure and managed document services more appealing, we
implemented a trade-in incentive program to help them
print less and save money—just the customer-centric
approach Clemson wanted.

For mail services, we brought in eight full-time employees to run the student post office and handle all daily mail processing and delivery to campus staff. We implemented new electronic kiosks to reduce wait times for packages and made operating hours more convenient for students.

We also implemented electronic notification to alert
students when they had mail or packages. No longer
tied to the USPS, we were able to offer various payment methods and new “best way” shipping options to
students. And allotted space in the mail center allowed for digital production print technology—making it a one-stop destination for mail or print.

To bring visibility to the campus print environment, Ricoh assessed more than 3,000 printers on campus—with more
than 450 different model numbers—and discovered the
vast majority were non-networked devices. We tagged
all devices with numerical identifiers and installed
intelligent print management software to track usage
by device and department. Clemson discovered they
were producing more than 42 million prints per year and spending more than necessary on obsolete, unused
toner. We installed smaller, more energy-efficient MFPs and single-function printers to save space and decrease overall print costs. Ricoh also assumed control of all break/fix on the entire fleet as well as consumables management
and replenishment.
“We didn’t want just another
print provider on campus. We
wanted a place where people
could go to get questions
answered.”
— Mike Nebesky
Procurement Director
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University of Louisville Hospital
Saving Money through Managed Document Services

ABOUT THE CUSTOMER
University of Louisville Hospital is a modern 400-bed acute and trauma care hospital that is part of University of Louisville Health Care, the region’s leading academic medical center — a comprehensive medical treatment, research and services organization. University of Louisville Hospital is a general medical and surgical hospital located in Louisville, Kentucky.

The hospital employs over 3,400 clinicians and staff, and provides non-reimbursed services to the community in excess of $60 Million.

CHALLENGE
University of Louisville Hospital was undergoing an enterprise-wide implementation and transition of its health information management system while at the same time looking to better utilize its printing and faxing capabilities in a way that complemented their electronic health record (EHR) strategy. The health information management (HIM) department was inundated with a backlog of paper patient records. They saw the need for a more efficient solution for not only the faxed medication orders, but also for the multifunction device downtime that was significantly impacting the information technology department’s workload and adversely affecting staff satisfaction. Forms were being handwritten and lacked consistency.

Solution
IT Department — Ricoh worked with the hospital IT department to assess the situation to determine the best optimization of the hospital’s print and fax devices, keeping in mind the opportunity to better utilize their capabilities in support of the healthcare IT and EHR initiatives. The hospital and the Ricoh team took a look at workflow and opportunities to improve efficiency and return on investment of their printer and fax fleets. Staff time, printer and fax device utilization, downtime and placement were reviewed. The team also determined opportunities for upgrading devices with software solutions to improve multifunction capabilities and complement the needs of the hospital information system in order to contribute to EHR initiatives. Through the assessment, a plan was developed to optimize multifunction device management and outsource fleet management to Ricoh.

Case
Study
healthcare
Challenge
l Better management of paperbased pharmacy orders
l Standardized forms management
l MFP issues, printer management,
and downtime
l High volume of paper and high
staff turnover

SOLUTION
l Document management
solution
l Outsourced MFP and printer
management to Ricoh staff
l Imaging of the final patient
record
l Print on demand solution

RESULTS
l Total contract term savings of
more than $1 million
l Increased customer satisfaction
with MFP and printer fleet
management and HIM staffing
The financial savings over the
contract term was in excess
of $1.6 million, increasing
substantially over five years.
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HIM Department — In the HIM department, Ricoh and
the HIM management team lead by the Director of HIM,
developed standardized processes and procedures to
improve workflow and turnaround of patient record
management. Prior to the launch of the EHR, Ricoh
provided services such as file room management that
provided efficiencies to a paper intensive world, tackling such projects as loose sheet filing. As a trusted partner, Ricoh was selected to assist in the imaging efforts for the launch of the EHR. The HIM department was set up with
staff available 24/7 with three shifts and a total of 22 FTEs.

Ricoh’s record management solution was implemented and
electronic patient records documents are included in the final electronic medical record in the hospital’s information system.

Service Center and Fleet Management Solution —
Ricoh staffs and manages mail services and the hospital service center which produces all hospital forms. The
multifunction devices and printers are covered seven days a week by Ricoh staff, freeing hospital IT staff to manage the EHR implementation and operations. A contingency
plan was created for the Critical Care departments and
other nursing floors to keep patient care and patient
documentation flowing. This includes “Hotswap” units
and rerouting document printing and scanning to alternate areas in the hospital if a device is not working properly. In the event of the hospital information system being down, patient information can still be accessed and printed.

Pharmacy Department — A new workflow process
was created in the pharmacy for medication orders.

Instead of printing paper faxes which were later converted to electronic documents, an electronic scan solution
captured the medication orders electronically, storing the electronic documents in folders to be accessed by the
pharmacy information system. This process complements
the hospital’s computerized provider order entry (CPOE) which is still gaining adoption by physicians. The process also serves as a backup when the CPOE system is down.

Results
The new processes and addition of Ricoh staff increased staff satisfaction, allowing them to focus more time on patient care. The hospital describes Ricoh as “out of the box” thinkers and continues to maintain a collaborative partnership to evaluate continuous improvement. In
working together, University of Louisville Hospital and Ricoh used in-depth analysis which combined both
companies expertise to find the best solutions for the
hospital. This brought greater efficiency in hospital
operations and an improved workflow in many areas of
the hospital.

The financial savings over the contract term was in excess of $1.6 million, increasing substantially over five years.

The hospital and Ricoh continue to track processes and
improve workflows wherever possible.

CS-64-RIC © 2012 Ricoh Americas Corporation. All rights reserved. Ricoh® and the Ricoh logo are registered trademarks of Ricoh Company, Ltd. All other company names, product names, and trademarks are the property of their respective owners.
www.ricoh-usa.com
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Study
3408
University of California
Ricoh Acct. Management Team
Ricoh Partner Executive - Renaud Rodrigue; 25 years with Ricoh; 10 years supporting UC UC North Client Executive – Kathleen Carr; 30 years with Ricoh, 10 years supporting UC UC South Client Executive – Art Johnson; 20 years with Ricoh; 10 years supporting UC UC San Diego
Natalia Getman – Account Manager
11 Mo. Ricoh; 20 yrs in industry; Ricoh Certified
UC Santa Barbara
Andrea Volpe - Account Manager
8 yrs Ricoh; 8 yrs in industry; Ricoh Certified
UC Riverside
Elizabeth Boncal – Account Manager
11 Mo. Ricoh; 20 yrs in industry; Ricoh Certified
UC Irvine Health
Susan Woolf – Account Manager
5 yrs Ricoh; 28 yrs in industry; Ricoh Certified
UC Irvine Campus
Elizabeth Boncal – Account Manager
11 Mo. Ricoh; 20 yrs in industry; Ricoh Certified
UCLA Campus & Health
Kevin Holian – Technology Specialist
36 yrs Ricoh; 36 yrs in Industry; Ricoh Certified
UC Davis
Ray Morgan – Authorized Ricoh Dealer
20 yrs Ricoh; 5 yrs with UCD; Ricoh Certified
UC Merced
Craig Graham - Account Manager
16 yrs Ricoh; 17 yrs in industry; Ricoh Certified
UC Santa Cruz
Vahik Safarian - Account Manager
6 yrs Ricoh; 15 yrs in industry; Ricoh Certified
UC Berkley
Matt Clement – Account Manager
24 yrs Ricoh; 24 yrs in industry; Ricoh Certified
UC San Francisco & UC Davis Health
Kim Coles - Technology Specialist
15 yrs Ricoh; 25 yrs in Industry; Ricoh Certified
Account Managers and Technology Specialists are responsible for Ricoh’s on-going customer service delivery to each UC School. This includes account maintenance, new quotes, deliveries, service response, quarterly reporting, and customer engagement. They are the single point of contact for Ricoh’s portfolio as well as service delivery. Any issues or opportunities can be escalated to the Partner Executive, Client Executive, or any of Ricoh’s executive leadership, branch leadership or service team at any time. 3409
Q 6. *Will OCR be available on all scanners at no additional cost to UC? Please describe.

Ricoh’s standard OCR package allows the user to embed the text information in the scanned document without processing the data on your computer. The OCR function can process texts up to 40,000 characters, and can recognize the following languages:
 English, German, French, Italian, Spanish, Dutch, Portuguese, Polish, Swedish, Finnish, Norwegian, Hungarian, Danish, Japanese
In addition to the standard OCR option described above, the Ricoh software portfolio contains multiple platforms that can help expand the University’s OCR’s criteria (at an additional charge).

Examples of these include but are not limited to the following:
 PaperCutMF—This solution will provide the University of California the ability to track all activity on the MFP, add Authentication, Find-Me printing, secure print release, scan to Me email, and scan to folder, scan to SharePoint and OneDrive for Business. It is a total solution for the MFP that adds security, reduces abandoned print, and adds advanced scanning to meet the University of California needs.
 Kofax ControlSuite (Formally known as multiple applications AutoStore, Equitrac, and OutPut Manager)—This solution will allow the UC system the ability to add only what is needed. It is a single solution to actively manage, secure and govern virtually every aspect of document distribution, ControlSuite combines the best of print, capture and output management technology. Each of the following portions of ControlSuite can be utilized separately, or in combination with each other:
 Print Management (powered by Kofax Equitrac)—provides unified authentication (MFP and mobile), secure print release, usage tracking and auditing  Information Capture (powered by Kofax AutoStore)—provides multi-channel (mobile, MFP, desktop, email) capture, OCR conversion and system-to-system connectors  Output Management (powered by Kofax Output Manager)—provides the ability to improve print applications by modifying print stream contents, preventing the unauthorized flow of sensitive information
RICOH Streamline NX v3 is not a combination of software products—rather, this modular suite takes a platform solution approach to address your essential document related process needs.

These include device and driver management, card authentication, chargeback, scanning, mobile and secure printing and extensive reporting. Streamline NX users access all functions from a single interface at the multifunction device and administrators utilize one admin console. Because Streamline NX is modular, it can grow with you. When you have user-friendly access to the features, functions and information you need, the result is a complete solution that’s easier for users and simpler for IT departments to manage their fleet and control their output.

Streamline NX
 Device management—With Streamline NX, device management becomes proactive rather than reactive — automatically alerting you when toner is low or a device is due for service. You can also perform remote fleet management, batch configuration and firmware upgrades
 Authentication—Improve security while making it easier for users to access Streamline NX. Users can access Streamline NX at the MFP with a network login, PIN or by using card authentication (part of the Scan & Capture and Secure Print Options). 3410
 Administration & Reporting—Use one unified management console to administrate all facets of Streamline NX. Access 90+ standard reports and 35+ dashboard reports. Track all user activity by login — and extend tracking to secure printing, scan and fax by adding optional modules. Set user quotas for print and empower your accounting staff to better allocate print costs.
 Scan & Capture (optional module)—With the Scan & Capture Option, you can convert scanned paper documents into electronic files and route them to email, network and home folders, ECM, fax, FTP and other systems. Connectors provide integration with line of business systems, perform processes like barcode and OCR and handle data input— including mobile and scan-to-cloud destinations. Card authentication manages user workflows and regulates scanning.
 Secure Printing (optional module)—With the Secure Print Option, you can enable printing for mobile users and ensure the right people pick up the right documents with locked print for your centralized MFPs and printers. Easily access print queues with card authentication—the Secure Print Option holds your print jobs on the server until you arrive and authenticate at a device.
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Q 10. *On devices with scanning functionality, will the installer or repair person ensure that a onepage instructional flyer is posted at the device that explains why OCR is critical to make PDFs accessible to people with disabilities and instructs the user how to easily turn the OCR capability on/off? Please explain
Yes, this information is currently available through our Ricoh resource page and can pe posted in a large visible format at each device. Our resources page with instructional material as well as videos can be found at https://www.ricoh-usa.com/en/support-and-download. 3412
Q 11. *Will the OCR software be updated on a regular basis? How often is it updated today? Ricoh firmware and standard OCR updates are performed by a Ricoh technician, usually during the scheduled Preventative Maintenance service call, or as needed.

For advanced OCR and software offerings (i.e. PaperCut, Equitrac,etc.), Ricoh offers services based on the total solution requested. These services can include patching of specific Ricoh managed applications, firmware updates or the total system.

Ricoh’s administrators are notified when updates are released for software solutions and evaluate the need for their assigned customers. If a patch is deemed relevant, Ricoh’s administrator will notify the University’s IT organization to plan for the testing and deployment of the patch or firmware update.

Deployment of all patches is performed in accordance with IT industry standard change management best practices such as ITIL (Information Technology Infrastructure Library). Ricoh would typically follow a customer’s defined patch management processes and will work with each campus’ IT organization to integrate Ricoh into the existing processes. In cases in which Ricoh is separated from the customer’s IT organization or if no patch management processes are defined, Ricoh will help to develop a process that aligns with each campus requirements with accepted best practices.
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Q 12. *Do installers inform customers that all floor-standing devices should have sufficient clearance for wheelchair access?
Yes, detailed information is available in our Voluntary Product Accessibility Templates (VPATs), which can be found here: http://www.ricohusa.com/about/accessibility/accessibility.aspx?alnv=accessindex.asp?tsn=Ricoh-USA. 3414
Q 13. *Are accessibility features for each product identified in the online form/e-catalog? Please describe.

Ricoh is continually working to improve accessibility using keyboard navigation and many areas of the sites are fully keyboard accessible. Ricoh continues to evaluate and release new accessibility features on request.
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Copyright○c 2004-2017 Ricoh Company, Ltd. All rights reserved.

RICOH @Remote Service
White Paper
&
Data Security Policy
For customers
Version 1.01
November 29, 2017
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Update History
Version Release

1.00 November 7, 2017

1.01 November 24, 2017
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Contents
RICOH @Remote Service......................................................................................1 Update History .................................................................................................2 1 OVERVIEW..................................................................................................5

1.1 About This White Paper ..................................................................................5 2 What is RICOH @Remote?...............................................................................5 3 @Remote Service Offerings ............................................................................6

3.1 @Remote Service Offerings..............................................................................6

3.1.1 Automated Meter Reading ........................................................................6

3.1.2 Automated Toner Order/Delivery ................................................................6

3.1.3 Automated Service Maintenance Alerts..........................................................7

3.1.4 Remote Firmware Update ........................................................................8

3.1.5 Fleet Usage Reporting ............................................................................9 4 @Remote Service Architecture ...................................................................... 10

4.1 Principles................................................................................................ 10

4.2 @Remote Service System Overview ................................................................... 10

4.3 Remote Service Communication Activities ............................................................ 11 5 @Remote Security...................................................................................... 13

5.1 @Remote Network Communication Security.......................................................... 13

5.2 @Remote Authentication Security ..................................................................... 14

5.3 Encryption Levels....................................................................................... 14

5.4 RICOH Data Center Security .......................................................................... 15

5.4.1 Safety specifications............................................................................. 15

5.4.2 Acquired certifications.......................................................................... 16 6 @Remote Communication ............................................................................ 17

6.1 Principles................................................................................................ 17

6.2 Initiating Communication .............................................................................. 17

6.3 Data Contents Sent by Output Devices ................................................................ 18

6.4 Data Acquisition ........................................................................................ 18 7 @Remote Appliance Security......................................................................... 19

7.1 Appliance Box........................................................................................... 19 8 Data Handling Policy................................................................................... 20

8.1 Use of Device Data ..................................................................................... 20

8.2 Management of Device Data ........................................................................... 20

8.3 Return of Device Information .......................................................................... 20

8.4 Non-Disclosure of Device Information ................................................................ 20 9 Our Data Handling Policy and the Related Laws and Regulations of Each Country........ 22

9.1 Japan .................................................................................................... 22

9.2 Europe ................................................................................................... 22

9.3 China .................................................................................................... 22

9.4 Russia.................................................................................................... 22 10 Appendix.............................................................................................. 23 3418
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10.1 Encrypted Communication and Encryption Keys.................................................... 23

10.1.1 About public key encryption ................................................................. 23

10.1.2 About common key encryption............................................................... 24

10.1.3 How SSL or TLS encrypts communication .................................................. 25 3419
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1 OVERVIEW

1.1 About This White Paper
This document describes Ricoh's policy and the security of RICOH @Remote so that users can use it without worry.

Document structure:
 RICOH @Remote Overview
 RICOH @Remote Configuration
 Remote Service Security
 Data Handling Policy
 Additional Information
2 What is RICOH @Remote?
RICOH @Remote is a set of remote services that supports LAN/Broadband environment and 3G communications, enabling customers to use their output devices with greater convenience and reassurance. RICOH @Remote provides accurate and speedy services by obtaining quality, device status, and usage information in real time. Additional value can be provided to customers by analyzing information obtained from output devices.
 Advantages of RICOH @Remote
With RICOH @Remote service offerings,
• The need for customers to manage output devices can be eliminated. • Supports stable operation of devices, keeping customer's business running without costly interruptions.
• Helps visualize device usage to control costs, efficiently manage the fleet and make informed decisions.
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3 @Remote Service Offerings
RICOH @Remote service consists of 5 main offerings. Through the service, RICOH makes every possible effort to reduce the burden of device management for customers.

3.1 @Remote Service Offerings
This section provides an outline of @Remote Service offerings. Some services may not be available depending on countries/regions, customer's environment, or the type of module being used.

3.1.1 Automated Meter Reading
With Automated Meter Reading, device meter information is automatically notified to the RICOH server on a periodic basis via a secure communication channel. This eliminates the need for customers to manually collect and report meter readings as well as helps reduce errors for more accurate billing.

3.1.2 Automated Toner Notification / Order/Delivery
With Automated Toner Order/Delivery, toner end or replace information is notified at the time of the event and information on the level of toner remaining are periodically sent via a secure communication channel. Using this information, an automatic order can be placed for additional toner to be delivered to the customer at appropriate times. In addition to reducing the customer’s labor for toner inventory management and ordering, it also reduces device downtime.
* This service offering may not be available in some countries or regions, or depending on the customer's environment.
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3.1.3 Automated Service Maintenance Alerts
With Automated Service Maintenance Alerts, when a device malfunction is detected, service alert is automatically notified to the service provider to allow dispatching of field service technicians for critical errors. Device service data will also be utilized to identify the source of the problem and possibly solve the problem via phone. By analyzing the service data upfront in conjunction with RICOH's long accumulated information and know-how, parts status can be identified enabling replacements prior to failure. This also allows field service technicians to prepare the right parts to bring before visiting the customer, avoiding a second visit.
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3.1.4 Remote Firmware Update
With Automated Remote Firmware Update, the customer’s output devices automatically check for firmware updates. If updates are available, they are downloaded over a secure connection and applied. As a result, field service technicians do not need to visit customers and interrupt their business for firmware updates. Customers can keep devices up to date with the latest software, improving its quality over time.
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3.1.5 Fleet Usage Reporting
With Fleet Usage Reporting, device information notified to the RICOH server is used to generate reports provided via @Remote Web portal.

Information on how devices are being used can be visualized, helping to make right sizing and environmental decisions.
*Reports may not be available in some countries/regions, and some contents may not be accessible depending on customer's environment.
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4 @Remote Service Architecture

4.1 Principles
 @Remote services involve network communication initiated only from the customer's output devices to the RICOH server. RICOH never initiates communication to any of the customer's output devices.
 @Remote Service and its components can only be activated or disabled from the customer's device within customer's control.
 All device data is always transferred via an encrypted Internet connection.  The customer's device communicates only with the RICOH server or an @Remote appliance.
 The customer’s device only accesses a server or a device authenticated with an electronic security authenticate.
 @Remote Service does not allow access to any personal information such as the customer's print data or address book.

4.2 @Remote Service System Overview
The following diagram provides a rough overview of network communications between the remote service components and the RICOH back-office. 3425
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 External communication over the internet
The remote service plugins use HTTPS to communicate over the Internet.

The service also establishes connections using AES 256 bit session encryption.

For dial-up or 3G communication, communication carriers keep the control plane confidential and provide integrity protection for control plane, protecting against unauthorized manipulation and other unauthorized activities.  Service plugins
To use RICOH @Remote Service, one of the following modules must be installed in order to connect and communicate to the @Remote system. The supported communication methods differ between these module plugins.

Module type
Communication
method
Remarks
@Remote embedded
devices
Ethernet Built-in type
Appliance box Ethernet
Software
(running on a server)
Ethernet
A separate server is
required to run the
software.
* These modules may not be available in some countries or regions, or depending on the customer's environment.

4.3 Remote Service Communication Activities
The RICOH @Remote output device, appliance box, or @Remove Service plugin module (software) performs the following communication activities. @Remote appliance box or @Remote Service plugin (software) may communicate with third party output devices for a limited information.  Regular communication activities
 The output device sends the following information to the RICOH server:
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 Meter information
 Supply requests
 Other device information
 Unchanging information such as the IP address and settings  Device status information
 Changing information such as remaining toner and power consumption
 The output device or @Remote appliance checks for instructions from the RICOH server.
 Firmware update instruction
 Device search instruction (to the @Remote appliance)
 Random communication activities
 The output device sends the following information to the RICOH server as necessary:
 Supply calls
 Service alerts
 Device startup notifications
 Alarm notifications
 Failure recovery notifications
 Manual calls
* Some communication activities may not be supported, depending on the output device or service component type.
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5 @Remote Security

5.1 @Remote Network Communication Security
The following diagram shows an example of the network security protocols used for wired communication between the remote service components in the customer’s environment and the RICOH data center. When collecting device information, these components communicate with RICOH Server via the security network built by the customer.

For communication with RICOH output devices and between RICOH servers, HTTPS (Hyper Text Transfer Protocol Security) is used. For communication between RICOH output devices and the @Remote appliance, or between remote service components and the RICOH data center, TLS is mainly used. For communication between non-RICOH output devices and the @Remote appliance, SNMP is mainly used.
* The preferred encryption method used for communication is the strongest encryption method specified in the customer’s environment. However, customers can change the encryption method used according to their environment.
* TLS (Transport Layer Security) is a protocol used for communication requiring security over computer networks such as the Internet. Its major features include communication target authentication, communication encryption, and alteration detection. * SNMP (Simple Network Management Protocol) is a protocol used for network monitoring and management.
* As of September 2017, TLS 1.2 and SNMPv3 or below are supported. Available versions depend on the output device or @Remote appliance. 3428
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5.2 @Remote Authentication Security
RICOH output devices, @Remote appliances, and RICOH systems such as the RICOH server each have electronic security authentication certificates. In every communication, they always exchange authentication certificates to identify each other, before initiating common key encryption-based communication. Thus, communication is protected against unauthorized data acquisition including spoofing.

5.3 Encryption Levels
RICOH output devices, @Remote appliances, and RICOH-side systems support the following levels of encryption in HTTPS communication:

Strength Where used
Hashing SHA-256 Message authentication code
Common key AES256 Session connection establishment, electronic Public key RSA2048 security authenticate, etc.
* Depending on the output devices or @Remote appliance type, only prior encryption standards may be supported. Refer to the appropriate product manual or similar to check which encryption standards are supported.
* Some RICOH output devices may be shipped with a default authenticate key length of 512 bits. If higher security is required, change the key length to 2048 bits on the output device. 3429
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5.4 RICOH Data Center Security
RICOH @Remote ensures security not only for communication, but also for the data center itself. Customers can rely on the safety management systems at the data center. The following table lists the safety measures implemented and certifications acquired for the data center.

5.4.1 Safety specifications
Disaster
measures
Earthquake
measures
Seismic base isolation, solid ground,
non-liquefaction danger zone
Power failure
measures
Dual power, UPS and PDU redundancy, UPS for air
conditioning, private power generation (72 hours’
worth of fuel stockpiled, contract-based prioritized
power resupply in case of disaster)
Fire measures
Nitrogen gas fire extinguishing equipment,
ultra-high sensitivity smoke sensors
Security
measures
Intrusion
prevention
External IR sensor-based monitoring, 24-hour
manned monitoring, monitoring cameras (no blind
spots)
Entrance/exit
control
IC card- and palm vein authentication-based
entrance/exit control, accompaniment prevention,
personnel location management system
Unauthorized
carry-in/-out
prevention
Metal detector, biometric based server rack
open/close control, DR-tag based media
management
Business
continuity
measures
Disaster-related Safety confirmation and calling system, emergency earthquake alert system
Novel flu
Masks, protective clothing, and thermographic fever
checks with antiseptic stockpile
Environmental
measures
Electric power
system
High-voltage power distribution, highly efficient
UPS, highly efficient transformer, solar power,
rack-level temperature and electric current
monitoring, LED lighting
Air conditioning
system
Thermal fluid simulation analysis, free cooling +
fresh air cooling, hot and cold temperature control,
highly efficient air-cooled chiller with dry coil,
localized air conditioning, waste heat energy
recycling
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5.4.2 Acquired certifications
■ Japan Quality Assurance Organization
 ISO/IEC20000 certification
 ISO/IEC27001 certification
 ISO9001 certification
■ Assurance report
 Standard: ISAE3402/SSAE16 (former SAS70)
■ Japan Audit and Certification Organization for Environment and Quality (JACO)
 ISO14001 certification
■ JIPDEC
 Privacy mark certification
■ Information Security Rating by I.S.Rating Co., Ltd.
 Information security rating “AAA1s”
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6 @Remote Communication

6.1 Principles
 RICOH @Remote Service never sends or obtains personal information data.  RICOH @Remote Service does not access any personal information such as the customer’s print data, address book, or files contained in the local storage of output devices.

6.2 Initiating Communication
Communication is always initiated by a RICOH @Remote supporting output device, appliance box, or @Remote Service plugin module (software). RICOH server never initiates any communication with these devices.

When it is necessary for the RICOH server to obtain device information—for example, remote diagnostics—an instruction from the RICOH system is sent back in response to regular polling by the @Remote Service plugin module.

Example: When it is necessary for the RICOH server to obtain device information, steps 1 to 6 in the following diagram are performed in this order. *The @Remote Service plugin module performs regular polling to the RICOH system in order to notify operating status and check for any instructions from the RICOH server. 3432
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6.3 Data Contents Sent by Output Devices
The main data that the customer’s output device sends to the RICOH data center is listed below. Please note that, in addition to these data items, the data sent includes RICOH-specific information needed to connect to the RICOH server.
 Main data contents
 Device name
 Model name
 IP host name
 IP address
 Various meter readings (total output, total color output)  Various status information (paper end, door open, etc.)  History information (jam count, operating time, service call count)  Alert information (service call, etc.)
 Last communication date and time
* The data that can be sent varies depending on the output device or the service plugin module type.
* The output device can be configured not to send some of the above data items.

6.4 Data Acquisition
Pull communication is also used to ascertain what data is needed for a device.

For example, when it is necessary to perform a remote firmware update on the customer’s output device or remotely change or modify an abnormal value, the output device checks by polling and then tries to obtain the necessary file or information, as described in Section 6.2 “Initiating Communication”. This helps to prevent the plugin module from receiving dangerous files that may be sent by an unauthorized server via push communication.
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7 @Remote Appliance Security

7.1 Appliance Box
The box type appliance stores data from devices in its internal database. This internal data is protected with an authentication feature. The appliance-box type relay is certified to the international information security standard, ISO/IEC 15408 (CC) (evaluation assurance level 2).
* ISO/IEC 15408 is an international information security evaluation standard for products and systems. This standard defines a set of evaluation criteria for determining the integrity of a product or system’s security design, and the implementation of the product or system is exactly as per the design. Mainly designed for military information systems, these criteria were standardized across countries and brought under the ISO standard. 3434
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8 Data Handling Policy

8.1 Use of Device Data
RICOH will appropriately handle device information obtained from the customer to provide @Remote Service. Use of @Remote Service indicates that the customer accepts its use conditions as specified by RICOH. RICOH will use device information from the customer to provide the following services:
1) Automated Meter Reading
2) Automated Toner Order/Delivery
3) Fleet Usage Reporting
4) Device management and failure monitoring
5) RICOH marketing status analysis
6) RICOH product development-related information analysis 7) Proposals and recommendations of additional services 8) Responses to various inquiries

8.2 Management of Device Data
RICOH will use device information from customers only for the purposes defined by this policy and will manage it appropriately in compliance with RICOH’s basic information protection policy (including RICOH company regulations and related laws and legal regulations) to prevent leakage, loss, illegal use of, and illegal access to such information. RICOH also will use and manage such information appropriately in compliance with the information protection-related laws and legal regulations of each country where @Remote Service is used.

8.3 Return of Device Information
RICOH will not return device information obtained. RICOH will assume the responsibility of deleting, destroying, and disposing of such device information.

8.4 Non-Disclosure of Device Information
RICOH will not disclose device information obtained to any third party without explicit customer approval; provided, however, that this shall not apply to the following conditions:
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* RICOH's related subsidiary companies should not be considered as third party in this section.
1) Disclosure is requested by law or provision is based on the law. 2) The customer is explicitly notified of the information that may be disclosed, and consents to such disclosure.
3) To fulfill the use of data for provision of @Remote services, RICOH needs to provide device information to a business partner such as subcontractors or business agents, whom RICOH will manage appropriately.
4) To protect the interests of a person or legal entity, such as life, physical body, or property, yet it is difficult to obtain explicit customer approval. 5) Device information needs to be taken over and disclosed for merger or business succession based on legal reasons, in which case it will be handled within the scope of the use of data.
6) RICOH is required to submit device information without the customer’s consent in order to cooperate to the duties of the central or local government institutions or their subcontractors set by law, in which case obtaining explicit customer approval may obstruct the concerned duties. 3436
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9 Our Data Handling Policy and the
Related Laws and Regulations of Each
Country

9.1 Japan
 Amended Act on the Protection of Personal Information  Data obtained by @Remote does not contain any personal information.

9.2 Europe
 EU Data Protection Directive
 Data obtained by @Remote does not contain any personal information.  EU General Data Protection Regulation (GDPR)
 T.B.D

9.3 China
 Great Firewall
 T.B.D
 Cybersecurity Law (Second Draft)
 T.B.D

9.4 Russia
 Russian Federal Law 242-FZ
 T.B.D
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10 Appendix

10.1 Encrypted Communication and Encryption Keys
In order to prevent a malicious third party from reading or altering communication, most communication uses an encryption key to encrypt authenticates or communications. RICOH @Remote uses SSL or TLS encryption for communication, and SSL or TLS uses public key encryption and common key encryption for communication.

10.1.1 About public key encryption
Public key encryption uses a pair of encryption keys—a public key and a private key—for encryption and decryption. Data encrypted with one key of the pair can only be decrypted with the other key of the pair.

There are a number of different public key encryption methods. Among these methods, RAS cryptography is a typical public key encryption method. NIST*1 has publicly announced in a computer security report (SP800-57) that RSA using the 2048-bit key length will be available until year 2030*2.
*1. NIST (National Institute of Standards and Technology) is a governmental institution that belongs to the U.S. Department of Commerce. NIST studies and researches instrumentation and standards in scientific technologies. *2. As of January, 2016
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10.1.2 About common key encryption
Common key encryption uses the same common key for encryption and decryption. Data encrypted with a common key can only be decrypted with the common key.

The main common key encryption method used is AES cryptography. In this method, three different key lengths are available: 128-bit, 192-bit, and 256-bit. NIST has publicly announced in a computer security report that AES using the 256-bit key length will be available until year 2030. 3439
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10.1.3 How SSL or TLS encrypts communication
SSL encrypts communication by using “public key encryption” to establish a secure communication session and “common key encryption” to exchange the actual data.

End
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Q 6. *Provide the latest Supplier Incident Response Plan as related to products or services offered.

Sample Incident Response Plan
Our premise is that a successful implementation is a critical element in delivering consistently superior service and support to UC. We believe that the implementation process begins long before the contract is signed and does not end until the final process is firmly in place. The foundation for a successful implementation contains the following key elements:
 Discovery
 Needs Analysis
 Solution Development
 Transition and Implementation
 Support
We are well-suited to provide UC with a smooth transition and implementation process, and a consistent ongoing support process to ensure continuous cost savings and an exceptional service level.

Discovery
Discovery, which takes place early in the sales cycle, includes detailed meetings, interviews and structured data-gathering techniques to identify customer-specific business objectives. Through this in-depth review, we develop a thorough understanding of the factors that shape the need for new products and services.

The Discovery stage has two primary objectives, as follows:
 The first objective is to understand and document primary UC business functions. This step includes developing a general understanding of UC products and services and the processes by which they are delivered to its customers. We work to gain an in-depth understanding of factors driving the need for change and the criteria for measuring the success of the solution.
 The second objective is to gather and document information to develop an accurate and scalable solution that addresses identified business objectives.

Needs Analysis
A successful partnership between Ricoh and UC depends on an open exchange of information. The first step is to complete a utilization study of the existing environments. Our professionals work in conjunction with lead UC representatives to gather appropriate information and provide insights and observations from this research. Our team uses a variety of tools, including user surveys, focus group interviews and data collection tools to compile relevant information.

The depth of multifunctional products we offer ensures that UC has access to the most recent technologies for copying, faxing, printing and scanning. The compilation of this data allows us to recommend a customized strategy that optimizes UC’s current investments and capitalizes on new technologies to manage document output costs.

Solution Development
The development of a recommended solution begins by assigning a tenured project team that consists of account management personnel, operations specialists, systems integration specialists and business analysts. The team remains in place during the sales and analysis process and 3441
continues through contract execution. After contract award, key members of this group join the account team responsible for transition and implementation, postimplementation and support.

During the Solution Development stage, our team analyzes information gathered during the Discovery phase and formulates a detailed document management and print strategy. We use these findings to develop, document and validate a customized solution that meets the UC’s objectives and identifies product and technology requirements.

The Solution Development phase identifies all relevant project tasks, task interrelationships and resources needed to complete the transition according to plan and ensure ongoing support throughout the process.

Transition and Implementation
Based on a well-defined plan, the solution is implemented as designed by our transition team specialists. These specialists are focused on producing agreed results in a timely and cost-effective manner. The project plan is reviewed by the transition team and modified (if necessary) to ensure that all objectives are met.

Our transition team includes highly trained employees who have been involved in the solution development process for UC and are experienced in implementing systems similar in size and scope. This team helps coordinate equipment installation, initial site training, maintenance, service and other related tasks with minimal involvement from UC personnel. 3442
Q 13. *Regarding the supplier’s MFD, describe the ability to allow setting and changing of the authentication information (e.g., passwords and community strings) for all management services.

SmartDeviceMonitor (for Admin*)
SmartDeviceMonitor is utility software bundled with all Ricoh printers, print-enabled MFPs and the Printer/Scanner Kit option. This versatile software suite simplifies all aspects of installation, monitoring and management of Ricoh network output systems, while supporting key security features.
 Change Community Name
To address SNMP (Simple Network Management Protocol) vulnerability, the system administrator can change the Community Name of Ricoh hardware devices from “Public” to another more secure name. If this security measure is taken, the Community Name (for the software) must have the identical name as the connected Ricoh output device.  Restrict User Access
System administrators can control user privileges through the User Management Tool.

This activates a menu for review of the peripherals authorized for use by User Code and User Name. All Ricoh supported peripherals on the network are listed, and a simple click on the device, accesses a menu that restricts or enables access to the device for individual users. User Codes (standard in most Ricoh systems) enable system administrators to manage and track the use of Ricoh digital output devices. A User Code can be assigned to an individual based on which function(s) they have permission to access. This level of control enables you to monitor system usage (e.g., generate print counter reports by function and User Code).

Authenticate Users
Prevent Unauthorized System Usage:

Authentication is an MFP security feature that restricts unauthorized users, or a group of users, from accessing system functions or changing machine settings. This important capability enables the system administrator to employ “Access Limitation Management,” helping to protect your MFP installed base from unapproved usage or tampering.
 User Authentication enables you to restrict machine access so that only those with a valid user name and password can access MFP functions.
 Windows Authentication verifies the identity of the MFP user by comparing login credentials (user name/password) against the database of authorized users on the Windows Network Server, thus granting or denying access to MFP functions.  LDAP Authentication validates a user against the LDAP (Light-weight Directory Access Protocol) server, so only those with a valid user name/password can access your global address book, i.e., search and select e-mail addresses stored on the LDAP Server.  Administrator Authentication—A registered administrator manages system settings and user access to MFP functions. Up to four Administrators can share the administrative tasks, enabling the workload to be spread and limit unauthorized operation by a single administrator, though the same individual can assume all roles. In addition, a separate Supervisor can be established for setting or changing the administrator passwords. 3443
 Basic Authentication—Authenticates a user utilizing the user name/password registered locally in the MFP’s Address Book. No one without a valid user name/password can access the machine.
 User Code Authentication—Utilizes Ricoh’s standard User Code system to authenticate the user. The MFP operator simply enters their User Code, which is compared to the registered data in the MFP’s address book. No one without a valid User Code can access the machine. Basic Authentication and User Code Authentication can be utilized in nonWindows and/or non-networked office environments.  US Department of Defense Common Access Card (CAC) Authentication—The Common Access Card (CAC) is a US DoD specialized ID card-based authentication system design for government users that must be compliant with the Homeland Security Presidential Directive -12 (HSPD-12). This Directive requires that all federal employees and contractors enhance security efficiently by reducing identity fraud through increased protection of personal privacy. The only customers for Ricoh’s CAC Authentication Solution is the U.S.

Department of Defense (DoD) [US Army, Navy, Air Force, Marines, Coast Guard and affiliated agencies].
 Personal Identity Verification (PIV) is the civilian U.S. government version of the CAC card.  SIPRNet Token Authentication Solution is the version for controlled networks. 3444
Q 21. *All MFD/Laser printers equipped with hard drives must:
 isolate any incoming FAX line from all hardware that has network access. MFDs must have no physical or data connection between the Page Memory (or Temporary Data Storage) and the FAX controller.

Security for Fax Lines—Ricoh’s MFDs are equipped with a fax feature that is connected to the outside via a telephone line which is necessary to block unauthorized access. Ricoh software is designed to only process appropriate types of data and send that data to appropriate functions in the device. Therefore, only fax data is received from the fax line and it is communicated only to the processes needed for fax operation. This mechanism prevents unauthorized access from the fax line to the network or to the programs inside the device.
 Provide on/off (switchable) control of read/write access to the device from portable media (e.g., SD cards, USB drives, etc.)
Through Ricoh’s remote web image monitor tool, or at the physical device, administrators with login credentials can provide on/off control of read/write access to the Ricoh device from portable media.
 Be able to have their hard drives removed by a vendor technician and surrendered to UC at the end of a lease, cost-per-copy agreement, or at trade-in (or at any time, for any reason, an MFD and/or Laser Printer is removed from UC) at no additional cost to UC.

Ricoh will implement Ricoh-Branded Device Hard Drive Management:
 removal of hard drives,
 surrender of hard drives to customer
 and replacement of customer hard drives (if required) This work is done by Ricoh or Ricoh’s certified dealer partner technicians.

Please describe each and confirm that the devices meet or exceed these requirements. 3445



















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