Communications‎ > ‎


Managed print services

To all AITRs:

Dec. 15, a new provider will be managing all print supplies (excluding paper) and device services


VITA recently selected Xerox to provide managed print and hardware services to the commonwealth. The contract provides for Xerox to assume existing print services, provide a comprehensive managed print services environment, and offer a variety of devices and capabilities (e.g., workgroup, multifunction, scanning, mobile print).


All existing managed print services (MPS) agreements will continue until contract expiration. Upon completion of those MPS agreements, VITA expects all services will be provided under the new VITA MPS agreement with Xerox. To help clarify what this means for agencies, please see the high-level summary of what to expect below:


Now until Dec. 15

  • All newly proposed managed print services agreements should be put on hold. VITA will not approve these agreements.
  • Individual networked attached device work orders that are required by the executive branch agencies should be put on hold.

Dec. 15 to March 1 

  • The existing VITA-owned networked printer fleet will be maintained by Xerox, with the addition of some supplies included at no charge (staples are included; paper is not included)
  • Agencies should contact the VITA Customer Care Center (VCCC or service desk) at or (866) 637-8482 for printer supplies, device service requests and inventory move and changes (IMAC). Please use all existing supplies on hand prior to placing new orders.
  • Agencies will continue to call VCCC for incidents (break/fix). 

After March 1 

  • Printer supplies, such as toner for printers and multifunction devices, will be pro-actively monitored and automatically replenished. Agencies do not have to call for replenishment.
  • Agencies will continue to call VCCC for break/fix incidents. Please direct any questions to your agency operations manager (AOM).