1. SPECIALTY UNDERWRITERS
EQUIPMENT MAINTENANCE SERVICE (EMS)

2. Introduction to Equipment Maintenance Service

3. Introduction:
The Purchasing Department, in conjunction the Payables and Disbursements Section of the Controller’s Office, is implementing a new Equipment Maintenance Services Program that promises departments a hard dollar savings of approximately 17-35% percent off the cost of their current annual maintenance coverage.

4. Introduction
In addition, the program promises to reduce the administrative costs of processing orders and paying invoices to the host of vendors currently providing the university with maintenance and repair services.

5. Introduction
This program, called Teleserve, is available to departments under a contract with Specialty Underwriters, an affiliate of CNA Insurance Companies.

6. Introduction
TELESERVE is a form of comprehensive outsourced maintenance services with savings and efficiencies that can exceed those of both traditional approaches to equipment maintenance and equipment maintenance insurance with conventional claims processing.

7. Introduction
Under the program, participating departments can continue to receive maintenance support from the same service providers they now use.

8. Introduction
A wide range of equipment is eligible for the program, including laboratory/research, communications, data processing, production/processing, and security equipment.
Office and business machines that are typically covered by annual maintenance contracts are also eligible.

9. Introduction Representative list of equipment
Cardiology/Stress Test/ICU, CCU, EKG
Communication Equipment
Data Processing Equipment
Facilities Equipment
Function Labs/Respiratory Therapy
General Equipment
Laboratory Equipment
Mail Equipment
Office Equipment
Security/Alarm Equipment
Surgery Equipment

10. Introduction
In addition, if you would like to pursue other service vendor choices, Specialty Underwriters can assist you with your search. As always, the choice of service vendors is yours.

11. Introduction
Participation in the program is voluntary. Equipment can be added or removed at any time on a prorated basis.

12. Introduction
To learn more about the program, or obtaining forms, see TELESERVE Features and Frequently Asked Questions pages on the Purchasing web site, or contact Karen Gibson in the Purchasing Department at or

13. TELESERVE FEATURES
TELESERVE - An outstanding program that assumes the daily burden of managing equipment maintenance.

14. Features Maintains continuity with current vendor relationships
Assures a guaranteed annual budget
Provides asset management controls

15. Program Highlights Significant hard dollar cost savings
Administrative relief and savings through vendor payment process
Extended Coverages (refer to Agreement): 24 Hours a Day, 7 Days a Week Service; Weekends and Holidays
Ability to use your same service providers or choose new ones.
Access to extensive database for vendor and equipment information

16. TELESERVE Services...
Tagging - Specialty Underwriters assigns unique numbers to equipment for tracking repairs.
Work Order Process - Specialty Underwriters issues purchase order, dispatch service vendors and manages the repair process.

17. TELESERVE Services…
Vendor Pay Process - Specialty Underwriters reviews invoices for accuracy and pays the service vendor.
Report Process - Specialty Underwriters provides reports to help manage and control equipment maintenance.

18. TELESERVE Services...
Efficiency Conversion Process - Making an informed decision to convert selected maintenance contracts to a time-and materials basis provides an alternative that generates cost savings with guaranteed budgets...

19. TELESERVE Services...
Multiple service contracts to one insured contract
Repetitive contact with numerous service vendors to a single contact coordinating current service providers

20. TELESERVE Benefits...
Management Control - Provides the ability to control your inventory.
Operational Efficiency - Provides a cost effective payment process.

21. TELESERVE Benefits...
Financial Efficiency - Provides a cost effective payment process.
Management Reports - Provides effective management control.

22. TELESERVE Benefits...
Hard Dollar Savings - with a guaranteed budget. Depending on the mix of equipment, savings typically range from 10% - 30% below current equipment maintenance contracts.

23. How Does the TELESERVE Program Work?

24. How does the program work?
1. Equipment requires repair or preventive maintenance service.
2. The equipment users contact the Toll-Free Dispatch Center.
3. The Dispatch Center calls the Customer’s service vendor.

25. How does the program work?
4. The service vendor is dispatched and a purchase order is automatically generated.
5. The equipment is repaired and the service is documented.

26. How does the program work?
6. Specialty Underwriters pays the invoice on the Customer’s behalf and provides management reports.

27. FREQUENTLY ASKED TELESERVE QUESTIONS

28. 1. How will service be affected?
Service is maintained through the same vendors you now use. The only change is the method of payment they receive from prepaid maintenance contracts to per call.

29. 2. What should be done if equipment requires service?
Place a toll-free call to Specialty Underwriters’ Dispatch Center, 24 hours a day, seven days a week.

30. Tagging of Equipment
Specialty Underwriters tags all equipment covered by the policy and supplies call sheet instructions for every department and/or location covered.
The sheet outlines the information needed when calling for service.

31. 3. How are vendors paid for service?
Your vendor is directed to mail the invoice and service report to Specialty Underwriters. Specialty Underwriters pays the invoice to your vendor.

32. 4. How does the department pay for the TELESERVE Program?
By an interdepartmental transfer of the policy amount to the Payables and Disbursement Section of the Controller’s Office.
When equipment is added to the policy, it is pro-rated for the remainder of the fiscal year.

33. Interdepartmental Transfer of funds continued…
In subsequent years, equipment on the contract will automatically rollover onto the next year’s contract unless cancelled by the department, and an interdepartmental transfer of the policy amount for the fiscal year will occur in July or August.

34. Payment to Specialty Underwriters
On a monthly basis, the Payables and Disbursement Section will make a consolidated payment to Specialty Underwriters for one twelfth of the total annual cost of the university-wide contract.

35. 5. How do departments get current information on their equipment?
Specialty Underwriters will provide the University with reports of repair history sorted by asset item and vendor.
In addition, they have agreed to customize reports for the University to meet any special needs.

36. Reports
If costs need to be broken down by department, Specialty Underwriters will do so.
Reports detailing equipment inventory and repair performance will be available upon request as well as high frequency reports that can identify problematic equipment.

37. 6. What happens to all associated paperwork such as purchase orders, work orders and payment processing?
With TELESERVE, Specialty Underwriters takes care of all associated paperwork from start to finish.
Specialty Underwriters records and maintains all documentation such as service reports, invoices, purchase orders and check processing.

38. 7. How would TELESERVE work if a client currently has a Technical Department for repairs?
Specialty Underwriters pays the client for the corrective and preventive maintenance performed on their scheduled equipment. In addition, engineering services are available to support a client’s Technical Department.

39. 8. What information is necessary to generate a quote for the client?
Manufacturer
Model Number
Serial Number
Equipment Description
Location of Equipment
Hours of Coverage
Preventative Maintenance Requirements
Special Coverage Terms
Current Contract Costs (if applicable)
Replacement Value
Effective Date
Maintenance Contract

40. Forms
A copy of the FSU Equipment Inventory/Change Form is available on the Purchasing Web page located under “Application”.
For requesting quotes on several pieces of equipment at one time, a spreadsheet version of the form is available as an Excel file.

41. 9. How are PMs typically managed under the TELESERVE Program?
The service vendor is requested to provide preventative maintenance at the same time as the service vendor is providing other service on the covered equipment.

42. 10. Is it possible to add and/or delete equipment once the policy is in effect?
Yes, equipment can be added and/or deleted when the policy is in effect.
All additions and/or deletions are pro-rated.

43. 11. How can TELESERVE provide more service and be less expensive than maintenance contracts?
Specialty Underwriters’ sole focus has been managing equipment maintenance since The database, systems, and trained personnel provide an outsourcing program that removes the inefficiencies of managing equipment maintenance by consolidating all maintenance contracts into one policy.

44. Contacts for TELESERVE Equipment Maintenance Services

45. ADDRESS Specialty Underwriters 9667 South 20th Street
Oak Creek, WI 53154
Toll Free Telephone:
Telephone:
Fax:

46. CONTACTS For Equipment Coverage Quotes
Chad Frank, Sales Representative and
Market Relations Representative
Mobile:

47. CONTACTS For Equipment Adds, Deletes, Changes and Invoice questions
Andrew Paquin
Account Executive
Toll Free: ext. 2813
Mobile:
Fax:

48. Other Specialty Underwriters Contacts
Tim Peterson, Senior Vice President, Sales
Telephone:

49. CONTACTS For Questions regarding the program
FSU Purchasing Department
A1400 University Center
Telephone:
Contact: Karen Gibson, Associate Director

50. CONTACTS For Questions regarding Interdepartmental Transfers
FSU Payables & Disbursements Services
A5607 University Center
Telephone:
Contact: Raynell King, Accounting Specialist

51. Equipment Maintenance Service
THIS IS A SMALL INVESTMENT OF TIME THAT WILL PAY BIG DIVIDENDS!