SiteAudit Solutions Next Generation MPS Fleet Services
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1 Netaphor SiteAudit Whitepaper SiteAudit Solutions Next Generation MPS Fleet Services January 2015 In This Article: Netaphor MPS Solutions SiteAudit Engagement Process Five-Phase MPS Approach SiteAudit Target Market This article provides a general overview of Netaphor Managed Print Services (MPS) solutions and how they are used in the MPS engagement process. The audience for this whitepaper is MPS Providers and fleet managers from all types of organizations. Table of Contents INTRODUCTION... 2 NETAPHOR MPS PRODUCTS... 2 OVERVIEW OF SITEAUDIT CAPABILITIES... 3 INVENTORY & COST MANAGEMENT... 3 SUPPLIES MANAGEMENT... 3 METER PROCESSING AND VOLUME MANAGEMENT... 4 FLEET HEALTH... 4 FLEET METRICS... 4 SAMPLE LIST OF FLEET METRICS... 5 SITEAUDIT CUSTOMER ENGAGEMENT PROCESS... 5 OVERVIEW OF CUSTOMER ENGAGEMENT PHASES... 5 PHASE 1 AUDIT DATA COLLECTION... 6 PHASE 2 FLEET ANALYSIS AND MAPPING... 7 SITEAUDIT VIEWER - ANALYSIS FILTERING... 7 SITEAUDIT VISUALIZER - FLOOR MAPPING... 8 SITEAUDIT ANALYZER ANALYSIS PRESENTATION... 9 PHASE 3 AUDIT PROPOSAL AREAS OF FLEET SAVINGS PHASE 4 & 5 FLEET MANAGEMENT & ONGOING CONSULTING SITEAUDIT ENABLES FLEET MANAGEMENT SERVICES DASHBOARD BENEFITS SUMMARY FOR MPS PROVIDERS AND SELF-MANAGED CUSTOMERS QUARTERLY REVIEW AND UNMANAGED DEVICES TARGET CUSTOMERS SITEAUDIT AWARDS AND PRODUCT HISTORY Netaphor SiteAudit Software - Whitepaper v4.0
2 Introduction Managed print services (MPS) offers both providers and end users cost efficiency. The provision of managed services lowers fleet costs. As an example eliminating supply waste requires a replenishment service that knows which toners, drums, maintenance kits and other consumables are near exhaustion so as to maximize supply use and to minimize downtime. Great managed print services are predicated on good data, and the analysis of this data is called fleet intelligence. There are few MPS tools available that can go beyond basic meter tracking and supplies fulfillment. Their data collection is limited as is their fleet intelligence. SiteAudit solutions focus on data collection but more importantly how to use this big data to provide the greatest fleet intelligence available; and this is why SiteAudit solutions represent the next generation of MPS. Netaphor MPS Products Netaphor SiteAudit solutions provide data collection, analysis, alerting and reporting benefits to MPS partners and end users. These MPS tools enable the most fully-featured and accurate auditing and fleet management programs. The SiteAudit solution portfolio meets the requirements for small to enterprise environments as well as those environments which are security sensitive, such as financial institutions and governmental organizations. A list of SiteAudit solutions is presented below. Audit & Fleet Tools Database Capabilities Markets SiteAudit OnSite Customer Site Audit and Fleet Management Analysis, Reporting & Alerting Data Inside Customer Firewall SiteAudit Hosted Cloud Audit and Fleet Management Analysis, Reporting & Alerting Hosted by Dealer/Vendor/Netaphor SiteAudit Compact Cloud Audit Only Analysis and Reporting No Installation Required Small, Medium, Large & Enterprise Small, Medium and Large Small and Medium Other Tools Platform Applications Visualizer Visio 2010 & 2013 Floor Mapping & Analysis SiteAudit Database Integration Audit & Ongoing Consulting Analyzer Excel 2010 & later Graphics, Trends Reports Packages Fleet Optimization Analysis Audit & Ongoing Consulting Table 1: SiteAudit MPS Solutions 2015 Netaphor Software Inc /01/2015
3 Overview of SiteAudit Capabilities Starting with an innovative discovery mechanism, SiteAudit goes beyond typical MPS tools by building an inventory of all networked and local printers without the use of desktop agents. SiteAudit tracks output counts, page costs, error statistics and up to 500 pieces of individual printer data. SiteAudit capabilities can be summarized in four main areas, and these are: Inventory and Cost Management, Supplies Management, Meter processing and Volume analysis, and Fleet Health. Inventory & Cost Management Figure 1: Key SiteAudit Capabilities Key features include tracking, alerting and reporting on inventory moves, adds and changes (imac/r), identifying printer age and cost analysis based on supply and hardware costs. Tracking IMAC/R reduces inventory tracking costs by eliminating the manual inventory walk. Local printers are discovered and their asset and monitored counts are provides without desktop agents. Supplies Management Key features include Just-In-Time tracking, alerting and reporting of supply levels, replacements and replacement performance, tracking and measuring supply waste, and tracking and reporting on supply yield. SiteAudit collects supply levels directly from the device. It also keeps track of the amount of supply (toner) consumed all which enable MPS providers to offer the most effective supplies replacement program possible Netaphor Software Inc /01/2015
4 Meter Processing and Volume Management SiteAudit meter processing tracks 25 separate counters including wide format (square meters), double click, total, B/W all, Color All, fax, scan, print, copy, duplex and many more providing the best solution to bill and analyze total output. Important to billing is the variety of back-end integrations SiteAudit offers including SAP, Evatic, Navision and others. Volume analysis is easy for management to review using SiteAudit s Analyzer tool for trending and Visualizer for placing printers on to floor maps. Fleet Health Fleet users demand service performance and want 100% device uptime. SiteAudit tracks uptime so providers can measure their service level agreements (SLAs) and meet their performance standards. SiteAudit tracks and keeps a history of service errors. It integrates its alerting to any help desk system e.g. Remedy to reduce downtime. Use the standard alerts or setup custom alerts based specific thresholds SiteAudit notifies before the end user knows there is a problem. Fleet Metrics SiteAudit comprehensive fleet metrics far exceed what other competitive tools offer. Metrics are used to set baseline performance. For example devices printing less than 100% of Low Utilization are underused and could achieve greater cost efficiency deployed at a different location % of the Manufacturer s Recommended Monthly Volume Figure 2: Fleet Metrics Assessment Details View 2015 Netaphor Software Inc /01/2015
5 These metrics are driven by data collected by SiteAudit and a new static database introduced in the SiteAudit v6.0 release. Netaphor licensed the Buyers Lab 1 database to provide data which cannot be collected from the printing device, such as recommended utilization volumes. From this integration new metrics such as device type, energy star, and device age, low and high utilization are provided. A sample list of SiteAudit metrics is below. Sample List of Fleet Metrics General Use #Users per Device/ Pages per User Top 10 Most Efficient Printers Top 10 Most Used Printers Top 10 Least Reliable Printers Utilization & Cost Cost Per Page & per User % Cost Share Total Usage Low & High Utilization Supplies Supply Yield in Pages Estimated Days/Pages Remaining Estimated Replacement Date % of Toner Used Service Performance (Fleet Health) Uptime % Downtime Hours Response Time Top 10 Least Reliable SiteAudit Customer Engagement Process The objective of the Engagement Process is to win and then maintain the fleet contract. Getting there starts with the best data and analysis to fully understand the customer s current situation. Once the analysis is complete the audit proposal recommends a future state consisting of hardware and services that optimize fleet savings and increase service performance. Finally ongoing fleet consulting is needed to maintain and improve on the future state proposal. The engagement process using SiteAudit tools is discussed below across five MPS phases. Overview of Customer Engagement Phases 1 Buyers Laboratory Inc. LLC (BLI), 20 Railroad Ave, Hackensack NJ USA Netaphor Software Inc /01/2015
6 Phase 1 Audit Data Collection Netaphor provides three tools for audit data collection. Which tool to use depends on the customer environment and the information required. SiteAudit OnSite is designed for any size environment and provides security and scalability to fit small to enterprise requirements. SiteAudit Hosted is cloud based and meets the scalability for most customer environments. It offers the added benefit of allowing remote setup, reporting and analysis. The audit period for both products typically runs 30 to 60 days. These two SiteAudit audit tools provide a comprehensive array of data that can be organized into four key areas: Inventory, Supplies, Volume and Fleet Health. Some of the data provided is listed in Figure 3. The third audit tool is SiteAudit Compact and is cloud based. It is designed for snap shot audits where inventory (local and networked printers) and volumes (networked printers) are all that is required. It allows easy IT approval as no software is installed at the customer site. Just download the software and run it. Then run again 30-days later. Figure 3: SiteAudit Metric Data The scope and accuracy of this audit data collection is critical for a complete current state analysis. A description of the three SiteAudit tools is detailed below. Audit Tools Audit Type Capabilities Target Customer 1. SiteAudit OnSite 60-Day on-site Inventory/Volume/Supplies/Fleet Health Data Inside Customer Firewall Small, Medium, Large & Enterprise 2. SiteAudit Hosted 60-day Cloud Inventory/Volume/Supplies/Fleet Health Remote Analysis and Reporting Small, Medium and Large 3. SiteAudit Compact Snap-Shot Cloud Analysis and Reporting No Installation Required Small and Medium The SiteAudit audit tools surpass other MPS tools because they fit the requirements for collecting data from small to enterprise environments and present the broadest, most accurate data for fleet analysis and services. They represent the next generation MPS tools Netaphor Software Inc /01/2015
7 Phase 2 Fleet Analysis and Mapping The fleet analysis phase identifies the current state problems and cost saving opportunities. Most other MPS tools provide simple volume and inventory information from which a commonly used proposal is made. SiteAudit provides a rich set of features for analysis and presentation. These include the SiteAudit Viewer, the SiteAudit Visualizer and SiteAudit Analyzer. Together they represent easy-to-use tools that analyze and present fleet intelligence. These tools are listed below with their capabilities. Analysis Tools Platform Capabilities License SiteAudit Viewer SiteAudit Group, Sort, Sum & Average Data Visualizer Visio 2010 & 2013 Analyzer Excel 2010 & later Create Analysis and Reports Floor Mapping & Analysis SiteAudit Database Integration Pivot Chart Analysis, Trends Reports Fleet Optimization Analysis Included with SiteAudit Licenses Separately Licensed Separately SiteAudit Viewer - Analysis Filtering The SiteAudit is a standard feature with any license. It is a rich client and displays columnar data for analysis and reporting. Analysis is performed by grouping, sorting and creating filters for the desired information. For example it is easy to create a filter for the top 25 Most Utilized device. Figure 4: SiteAudit Viewer Or filter on the Most Common Critical Problems over 4 Hours Long. There are eleven separate fleet views from inventory to supplies, and each view allows filtering and analysis to create an unlimited set of analysis Netaphor Software Inc /01/2015
8 SiteAudit Visualizer - Floor Mapping The SiteAudit Visualizer is a Visio plug-in that allows users to map printers to floor plans and take advantage of the superior graphics and drawing features of Microsoft Visio. The Visualizer provides floor mapping placement analysis. The analysis helps determine if a device is properly placed given its volume and utilization. The primary use of the software is for audits and ongoing consulting. Figure 5: SiteAudit Visualizer Visualizer users can drag and drop printers onto a floor map using device icons. Once a map has been completed it can printed and incorporated into an audit or consulting proposal Netaphor Software Inc /01/2015
9 SiteAudit Analyzer Analysis Presentation The SiteAudit Analyzer allows users to directly connect to one of more SiteAudit databases to perform critical analysis and make charts. There is a set of preconfigured charts used by Click Once users or a more complex analysis that a Designer user can access to make custom charts. Figure 6: SiteAudit Analyzer Reports are available in packs. A fixed set of Click Once reports include the following analysis: Cost Analysis Utilization Analysis Fleet Reduction Analysis Print volume Evaluation Supply Waste Cost Loss Renew Analysis Monthly Trending Analysis Figure 7 includes a monthly trending analysis comparing Total volume against B/W, Color and Duplex. This is the perfect analysis for ongoing consulting. Figure 7: Click Once Volume Trend Chart 2015 Netaphor Software Inc /01/2015
10 SiteAudit Analyzer is a flexible analysis tool. It can be used to uncover cost savings opportunities such as supply waste but also for MPS providers to understand loss revenue due to their click policies. It allows them to perform What If analysis and measure the outcomes against their current policies. As an example an MPS Provider can measure the amount of lost revenue due from the print volume or clicks they are forgoing by not tracking double clicks. 2 The analysis allows changes in the cost per page and then identifies the loss by manufacturer. MPS providers can consider the impact of their click policy over various time periods not just the audit period. SiteAudit is one of the few MPS tools that collects double-click counters. Figure 8: MPS Provider Double Click Revenue Loss Phase 2 of the engagement process demonstrates how the SiteAudit analysis tools can leverage the comprehensive data collection from the audit or fleet engagement. It shows how SiteAudit analysis tools offer state-of-the-art analysis to significantly improve the opportunity for cost savings and fleet optimization. No other MPS tool portfolio can provide this level of fleet analysis and presentation and therefore represents the next generation MPS tools. 2 Double Click is the total count inclusive of two A4 or Letter impressions. An example is a ledger or A3 print is a double click as it includes two A4 or Letter impressions Netaphor Software Inc /01/2015
11 Phase 3 Audit Proposal Phase 3 of the engagement process summarizes the analysis into an audit proposal. The proposal considers three main subjects, 1) the current state of the fleet including unmanaged costs, 2) the future state of the fleet utilizing fleet services (MPS) like supplies replenishment, and 3) a return on investment (ROI) which includes the estimated service costs versus the cost savings. Each subject is presented in the standard audit report that is incorporated into SiteAudit. The SiteAudit audit report is a Word document that contains tables that populate when the report is launched. Users customize the report based upon their requirements. Five analysis tables populate with data set to the audit period. These include: Executive Summary Inventory Analysis Volume Analysis Efficiency Use Reliability Use Supply Analysis 3 Figure 9: Built-in SiteAudit Audit Report An example is the Inventory table featured to the left which provides a break-out of the manufactures and models, the number of networked and local printers and the composition analysis of the top five manufactures, the page volume contribution and more. Below the analysis is the area for the current state where users indicate the Key Facts and Recommended Actions. Key Facts: Total inventory is 1,039 printers, 19% is local printers and 81% is networked printers Recommended Actions Reduce manufacturers to 6; number of models to 77; printer age, uptime performance etc 3 Requires some manual input Netaphor Software Inc /01/2015
12 Areas of Fleet Savings Potential savings are calculated based on implementing fleet services (MPS) and the steps taken to reduce costs and optimize operations. The six areas of potential savings are detailed below. Example: Loyola Health Care Systems Administration Supplies Capacity $9,500 (1-time) $36,000 $79,000 Inventory Service Operations $10,000 $82,600 $75,000 Potential Savings total $292,100 MPS Project Year 1 Year 2 ROI Cost: - Software & Services $30,000 $22,500 $52,500 - Estimated Mgmt $40,000 $30,000 $70,000 Savings $192,000 $100,100 $292,100 Net Savings /ROI $122,000 $47,600 $169, % Return on Investment (ROI) $169,600 / $122,500 = 138% Table2: Return on Investment (ROI) SiteAudit s integrated audit report streamlines Phase 3, the Audit Proposal, and provides a customizable, efficient procedure to present the future state of the fleet. No other MPS tool provides this integration making SiteAudit a next-generation MPS tool Netaphor Software Inc /01/2015
13 Engagement Review Phases: 1 to 3 Phases 1 to 3 represent the audit (discovery) and presentation phases. The audit information defines the current state of the fleet, identifies unmanaged costs and inefficient operations such as underutilized devices, supply waste and common problems leading to downtime. Fundamental to uncovering these costs is the data qualify and extensiveness of the data collection, this is Phase 1. Then transforming the data into analysis and presentation that leads to recommended services is Phases 2 and 3. SiteAudit tools are used to provide the best data and analysis. A flowchart of the engagement process over a typical audit and presentation is illustrated below. Figure 10: Phase 1 to 3 Flowchart Not all audits adopt this timeframe as some run for shorter or longer periods. However the implementation of SiteAudit tools typically occur in the sequence suggested above Netaphor Software Inc /01/2015
14 Phase 4 & 5 Fleet Management & Ongoing Consulting Both SiteAudit OnSite and SiteAudit Hosted are fleet management tools and deliver the same data, analysis, reporting and alerting to customers. These tools enable the fleet services that MPS providers or IT departments offer their users. These may include a mix of standard MPS and next-generation services. The services result in operational efficiency such automatic supplies replenishment and ongoing consulting services that provide fleet intelligence to identify performance improvements. Listed below are some fleet services SiteAudit tools enable. SiteAudit Enables Fleet Management Services An example of standard MPS Services include: Local and networked printer inventory tracking Meter counts and billing with integration to back-office systems Toner and maintenance tracking and notification Next-generation MPS Value-Added Services include: Capacity optimization using printer utilization with integration to placement tools Just-in-time supplies management based on yield and pages estimates Analysis of supply waste costs Uptime guarantee using service level creation (SLA), notification and response tracking Analysis of most common critical problems Lifecycle analysis using Move, Add and Change (MAC) tracking, service and aging analysis Key Performance Indicators (KPIs) Placement analysis to optimize device utilization Together these features allow MPS providers to fully understand what printer assets they manage, how they are being used and how to resolve problems quickly. Integration of SiteAudit information into back-office systems for meter processing to help desk support enables MPS provides to offer basic and next-generation services. Both MPS providers and IT administrators can utilize Netaphor s integration services for simple to complex service integrations. Contact sales@netaphor.com for more details Netaphor Software Inc /01/2015
15 SiteAudit Views The SiteAudit viewer provides information on difference aspects of the fleet. There are eleven separate views that present information from Inventory to Service Level Analysis (SLA). SiteAudit Fleet Views View Description 1. Analysis Summary Key Performance Indicators 2. Inventory View Local & Networked 3. Assessment Details Cost & Utilization 4. Volume Analysis Output Analysis & Metering 5. Lifetime Counts Metering 6. Host Analysis Driver & Queue Analysis 7. Job Analysis User Print Analysis 8. Incident Analysis Error Analysis 9. Problem Analysis Downtime Analysis 10. Service-Level Analysis Uptime & Service Analysis 11. Consumables Supply Levels & Replacement Each view file can be filtered, formatted then saved, and delivered as a report to the reports web site, printed, ed, archived or scheduled as an ongoing report. Reporting & Web Reporting Analysis and reports are easy to do with the SiteAudit viewer. In three easy steps users can create and deliver a report. Filter on a view then save it, add a title or logo and then select a delivery. Delivery includes report scheduling at specific times. Publish the report to the SiteAudit web reports site. There is an unlimited set of reports that can be created. Installs 70 reports; unlimited custom reports Create new reports from SiteAudit filtered views SiteAudit Viewer Reports are generated in six output formats: PDF, HTML, XLS, CSV, XML, RTF Reports can be scheduled to archive, delivered via or integrated with a back-office system Report samples include inventory, imac events, meters, uptime levels, supply levels and more. Figure 11: Web Reports 2015 Netaphor Software Inc /01/2015
16 Notification (Alerts) Notifications ( Alerts) are a means of reporting printer incidents, which are either printer events or user-defined thresholds. SiteAudit can detect printer incidents and send notifications to targeted individual(s). Notifications are delivered via and the content and layout is customizable. Notification rules are defined by a set of conditions and if all conditions are true an is generated. For example a paper jam rule for Xerox devices may consider the level of severity, the amount of time it has been unresolved, department location and more. Alerts can be very simple or very granular in their description of the alert incident. Typically a fleet manager use a combination of standard (preconfigured alerts) and customized alert rules based on an analysis of fleet problems, such as excessive paper jams. Thresholds enable the fleet manager to define an incident for possible alerting. Examples are: Notify once a scan count has reachs 10,000 pages Notify if a printer is not available for 4 hours Notify once 2 days remaining of toner supply Notify if the Uptime percentage drops below 95% Thresholds provide notification flexibility and extent the type of incidents that fleet managers can respond to. Dashboard A management dashboard is available for both SiteAudit OnSite customers and SiteAudit Hosted providers and customers. The dashboard provides an At-a-Glance view of important fleet information. For SiteAudit Hosted Providers it allows the charting of data across several databases at once. Key At-a-Glance information provided in the dashboard includes the following items: Inventory Composition Supplies Levels and Use Fleet Health Fleet Utilization Deployment Status 2015 Netaphor Software Inc /01/2015
17 The dashboard allows easy access and quick analysis of key operational issues. The dashboard is a quick way to check consumable levels, the number of unmanaged devices Figure 12: Dashboard or the printing trends of color versus black and white volumes. Users can adjust the time span to fine-tune their analysis; select last week, last quarter or other time period. The dashboard runs in Internet Explorer 9.0 and beyond and with other popular browsers. Benefits Summary for MPS Providers and Self-Managed Customers A summary of key SiteAudit benefits for MPS providers and customers is outlined below. MPS Provider Benefits: Operational Cost Savings Automatic Billing; 24 normalized (common among devices) meters; all additional meters that a device supports Consumable management: JIT ordering based on custom levels Forecast report for inventory management and ordering Actual Yields Minimize waste on replacements Service Custom rules for notifications Integration with help-desk system Customizable SLAs to manage uptime and reliability Audits Detailed audits to include all usage data Audit data automatically migrated when prospect becomes customer Integrated Audit report and mapping capability Advanced MPS Services Capacity planning for growth of customers needs; assign the right devices as needed Move/Add/Change and advanced inventory tracking Track and transition unmanaged devices to managed ones Profitability related to reliability, yields and usage 2015 Netaphor Software Inc /01/2015
18 Benefits for Customers with Self-Managed MPS Programs: Operational Cost Savings Consumable management: JIT ordering based on custom levels Forecast report for inventory management and ordering Actual Yields Minimize waste on replacements Service Custom rules for notifications Integration with help-desk system Customizable SLAs to manage uptime and reliability Other Capacity planning for growth; assign the right devices as needed Move/Add/Change and advanced inventory tracking Benefits for Customers with third-party MPS Providers Governance Audit of billing SLA Management Capacity planning for growth; assign the right devices as needed Move/Add/Change and advanced inventory tracking Quarterly Review and UnManaged Devices To sustain cost efficiency achieved from fleet management services a quarterly review of results is advised. The SiteAudit Analyzer is the ideal tool to measure progress and consider managing unmanaged devices. MPS Providers or IT departments can use standard or custom Analyzer reports that track fleet progress. As an example supply waste cost should be reduced when using a Just-in-Time supplies program. The cost savings can be shown in a trend line that either validates the program or suggest changes to it. Figure 13: Analyzer Supplies Waste Analysis SiteAudit tracks both managed and unmanaged devices. MPS Provides and internal IT departments can use the SiteAudit fleet management data and analysis tools to perform analysis 2015 Netaphor Software Inc /01/2015
19 on unmanaged devices to determine if adding them to the fleet management scope will reduce overall costs. Quarterly reviews are recommended as a MPS process. SiteAudit solutions allow MPS Providers to perform quarterly reviews on managed and unmanaged devices. Because SiteAudit keeps a history of all incidents, volume, supplies and inventory it is able to provide a continual measurement of fleet progress. This is a nextgeneration MPS service. Target Customers SiteAudit solutions are targeted to end-user organizations with internal IT administrative processes for fleet management and MPS Providers needing a powerful, independent tool for audits and fleet optimization. SiteAudit Awards and Product History Launched in May 2006 SiteAudit OnSite won the Gartner Print Summit Best Software award in Since then Netaphor has launched cloud-based solutions and added mapping and analysis tools. The SiteAudit family of MPS tools represents the most comprehensive set of data collection, analysis and fleet management tools available for the MPS engagement SiteAudit OnSite v1.0 Launched SiteAudit OnSite v3.0 SiteAudit OnSite v4.0 SiteAudit OnSite/Hosted/ Compact v4.4 SiteAudit OnSite/Hosted/ Compact v5.5 SiteAudit OnSite/Hosted/ Compact v6.0 SiteAudit OnSite/Hosted/ Compact v6.1 SiteAudit Audit Report SiteAudit Hosted/ SiteAudit Compact Launched imac Tracking Managed/ Unmanaged Tracking Visualizer Floor Mapping & Dashboard SiteAudit Analyzer Cloud Products Move, Add & Change Figure 14: SiteAudit History 2015 Netaphor Software Inc /01/2015
20 Awards and Certifications: Netaphor SiteAudit has won a variety of awards and has been certified for MPS best practice approach from a number of industry organizations NETAPHOR SOFTWARE, INC. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. Pick Award, Buyers Laboratory LLC 20 Railroad Ave, Hackensack NJ USA Netaphor Software Inc /01/2015
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