Winning the Paper Wars Watch

Transcription

AIIM Market Intelligence
Delivering the priorities and opinions of AIIM’s 80,000 community
Industry
Watch
Winning the Paper Wars
- capture the content and mobilize the process troops
Underwritten in part by:
aiim.org l 301.587.8202
About the Research
.
/
"4
5
Bottomline Technologies Ltd
((;E7
*Q*@(L=V
United Kingdom
,KFFY'Z>L''>(>&;'
75KFFY'Z((>H>&&)F>
D5
N
Web: IBM
);<;[Q
EEH&<&<
,5K(>'')F;)<)>
!5
ibml
&L;'EQ
Q]);&('
,5K(&';F)HL(''
D5N
Web: Iron Mountain
LF;
Q'&(((
,5K(>''>HH;L<<
!5
Kofax, plc.
(;&((]E*
EH&<(>
,5K(HFHL>)()))
D5N?
!5?
OPEX Corporation
&H+)&\
Q9D?
7*QQ](F^
United Kingdom
,5KFFY'Z(&'F)>>>)>
"?5KFFY'Z(&'F;&(F)&
D5 7]N?
!5?
Perceptive Software
[[",
>*?!
7]<)68
United Kingdom
,5KFFY'Z>F;<'(;H;;
D5N
!5
Zia Consulting, Inc.
;;&;E_&''
QE.>')'(
Phone: +1 >>>L)&F('(
D54NB
!5B
DlFH
>'<)H@
Web: ,678
!4
9
9
;<&
('=&<&'()
>''''
7?@?
B('DE
F;;
©2013 AIIM - The Global Community of Information Professionals
1
Avoka
('H'(!(&'th
QE>''&(
,5K(>>>>F')(H<
D5N
!5
Alfresco
&>)H,"*7D
Suite 720
@)'))H
Phone:K(>>>)(L))H;
D5N
Web: ABBYY
>>'OEQ
EH;');67
Industry
*
direct them to +,
Watch
!
"
#$%&'()”
About AIIM
2
© 2013
AIIM - Find, Control, and Optimize Your Information
((''!7((''778&'H('
,5)'(;>L>&'&
88[&;j?
9[
EDE*7,E
7Q8
9D*,Q
E*87EDD96k
Industry
About the Author
Watch
L'9
is to ensure that information professionals understand the current and future challenges of managing
Q8
9
B
5
Table of Contents
About the Research . . . . . . . . . . . . . . . . . . . . . . 1
,678 1
About AIIM 2
About the Author 2
Introduction:
Survey Demographics . . . . . . . . . . . . . . . . . . . 23
7Q 23
Organizational Size 23
Geography 23
Industry Sector 24
=* 24
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
k" 4
Appendix 2 - Selective Comments:
Industry
Appendix 1 - Survey Demographics:
Watch
About the Research:
Appendix 2 - Selective Comments . . . . . . . . . 25
Paper-Free Business Initiatives
and Drivers:
Capture Maturity . . . . . . . . . . . . . . . . . . . . . . . . . 8
8 10
Outsourcing 11
Paper-Free Processes:
Paper-Free Processes . . . . . . . . . . . . . . . . . . . 11
Implementation 13
,4 (;
Q*. (;
Distributed and Mobile Capture:
Distributed and Mobile Capture . . . . . . . . . . . 16
87 17
About AIIM:
About AIIM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
. . . . . . . . . . . . . . . . . . . . . . . . 19
Spending Plans:
Spending Plans 21
Conclusion and Recommendations:
Conclusion and Recommendations . . . . . . . . 22
Recommendations 22
3
Capture Maturity:
QQ^^ &<
Alfresco &<
27
Q9 27
Q &>
ibml &>
Iron Mountain&H
k? &H
.,DV 30
,7 30
Zia Consulting 31
Paper-Free Business Initiatives and Drivers . . 5
8 <
Introduction
QLF|
.&F|?$}
Q9{F(|BQ
(H|
Q.
BF'?9?
F<?
Q.
&HL|);F|?
QOYFL|ZB;|
(>|j
Q9
(>;'|
(&
Q[*
L'|,*$D?}$@}*.“Contracts and procurement” is also
Q,
]E?"^]E
)L|&<|
E
Q)(|
('|&<|
EB
DY(F|ZO
QOB,8"
&'|
()|
Q
$Q}$"
}Q{
Q(;|
YH|Z&&|
Q7?(&.E*Q,+{
,+*7",
{O
4
Key Findings
!
Industry
4
D?
{
B
;|{?
{
Watch
"B7
Q
?
9
,
"Q8
!
.F|B
Connuous process improvement
Industry
0% 10% 20% 30% 40% 50% 60% 70% 80%
Watch
Figure 1: Which of the following business improvement campaigns are currently running in your
organization? (Check all that apply) N=451
Improve response mes to customers
Reduce environmental impact
Process re-engineering
Raonalize printers/copiers (eg. MPS)
Improve accuracy of customer data
Reduce mail delivery points
Outsource more funcons
None of these
74
4
!$
~}LF|
$^}
[$8?
~}&F|$^}O
/B.
~
Figure 2: Business Improvement campaigns (N=452)
10-500
emps
500-5,000
emps
5,000+ emps
Paper-reducon is part of these campaigns
72%
78%
72%
Have a specific policy to ‘Drive paper out of
the business’
22%
20%
31%
!
{9F(|
B9(H|[
~/
9
;
Beer business intelligence/big data
Cut back-office overheads
increasing or decreasing? (N=449)
0%
10%
20%
30%
40%
50%
60%
500-5,000 emps
About the same
5,000+ emps
Industry
10-500 emps
Watch
Increasing
Decreasing
!
!B#
YZO?
{
Figure 4: What would you say are the biggest issues caused by paper-based processes in your
organization? (Max THREE) (N=449)
0%
10%
20%
30%
40%
50%
60%
Time spent re-keying data, searching for
paper copies and filing
Storage volume and outsource paper store
costs
Inability to monitor workflow progress
“Lost” paperwork or case files
Compliance and audit issues
Poor access to case or process documents for
front-office/call-desk staff
Inability of staff to work from home or on the
road
Delays introduced by post, courier or
mailroom
Difficulty of re-allocang or re-locang
workloads
None of these
$
}
]4
<
Drivers and Issues
BBB
YF;|Z
!
(Max THREE) (N=418)
10%
20%
30%
40%
50%
Too much investment in scanning and
capture needed
Legal admissibility will be compromised
Watch
Physical signatures on paper are obligatory
Industry
0%
The process workflow will be too inflexible
for excepons
Prefer to write notes and amendments
onto paper
Scanned forms may not be easily readable
Documents and forms will be less reliably
accessible than with paper filing
Can’t take work or reference documents
home, on the train or out on site
,
@B4
[
Y
Z
E/{?{
4
94
7
Captured data will not be accurate, leading
to mistakes
It’s a major change/jobs may be lost
Figure 6: How would you describe the attitudes of the following staff in your organization to
replacing paper in your key processes? (N=418)
0%
50%
25%
25%
50%
0%
75%
25%
100%
50%
125%
75%
150%
IT operaons
Records Management/Compliance
Operaons/Facilies/Post-room managers
Industry
Watch
Business improvement consultants
C-level execuves
Line of business managers
Line of business operaonal/admin staff
Legal counsel
Strongly Resistant
Resistant
Neutral
In Favor
Strongly in Favor
O]8
5)L|&<|"
E
?
#(<|
Q9*+
E
,
4E
?
Capture Maturity
9Y
Z$}
B
D*,
$
}
9L'|
##()|
.E*?(;|?
?(>|
${}9
$}
{
>
Finance managers
Finance operaonal staff
Figure 7: How would you describe the level of image capture maturity in your business unit? (N=420)
We use scanners
for office tasks
but not as a
coordinated
input to process
or archive, 21%
We scan
documents and
forms, and
capture text for
roung or
indexing, 15%
?B.E*
/B(<|Y((|
Z?(&|(H|
E"8
5Y,Z
?B
"<4
,{
#
Figure 8: Which of the following do you use in your business unit? (N=397)
0%
20%
40%
60%
High volume producon scanners
Invoice scanning for AP process
Staff scan receipts for expense claims
Check (cheque) scanning for AR process
Website accepts customer-scanned docs
Scanner-per-desk for professional staff
Portable scanners for field staff
Signature scanners or touch pads
Mobile apps for scan/capture
H
We scan
documents as
image only,
primarily for
archive, 20%
We scan
documents and
forms, and route
the flat image
through the
process, 18%
Industry
We only scan
things
occasionally,
11%
We outsource all
of our scanning
and capture, 2%
Watch
We scan
invoices and/or
forms, and
capture data to
the process,
13%
Digital Mailroom
North America
Scan in advance of the process
Europe
Rest of World
Scan for archive aer the process
We only do ad hoc scanning
!?
#
{?EB
//
Figure 10: Which of the following comments would you apply to your digital mailroom
implementation? (Check all that apply) (N=40 Digital mailroom users)
0%
10% 20% 30% 40% 50% 60% 70%
Mail traceability and compliance is much beer
Customer service has been considerably improved
Greatly improved the quality of data
capture into downstream processes
Mail is immediately available for
mobile/remote/telework staff
Allowed us to consolidate a number of
separate scanning operaons
We achieved payback based on labor and
space savings alone
10
Scan “at-the-door” with a digital
mailroom
Figure 9: Which of the following best describes how you mostly deal with inbound documents and
forms in your business unit (in-house or outsourced)? (N=429)
0%
10% 20% 30% 40% 50%
Watch
8('|B
BB
BDO#
9
D
{
{
D#F(|
Industry
9F'|B
('''()|(''''!
/B?
Y$}Z&F
#?&F
8;|
Outsourcing
Industry
Watch
7#
9
?
?8,.Y8,.Z
#
"('
9
#8,.
?
Figure 11: What use do you make of outsourced document services and what are your plans?
Scan-on-retrieval from store
Back-scanning of paper records
Inbound mail services, their premises
Inbound mail services, your premises
Scanning to image, post-process archiving
Scanning to image pre-process
Scanning and data capture pre-process
Outsourcing elements of the process itself
SaaS services for ECM
Use Less
Use Same
Use More
,
",
8
?&)|
B
#4B5&H|
B
&;|
;'''()|
;
Y<F|ZB
/YLL|Z
B!B
4
11
Box store
0% 20%
10% 20%
40% 20%
50% 30%
60% 40%
70%
30%
10% 30%
0% 10%
"#
$%%
you capture-enabled or made paper-free? (N=408)
None, 23%
Watch
11-25 processes,
7%
6-10 processes,
14%
Industry
50+ processes,
7%
26-50 processes,
4%
1 process, 8%
.{
"(&
[*,
O5DY"LZ;'|
,"(&<;|9
/
Figure 13: Have you made any of the following processes capture-enabled or paper-free
(N=408, line length indicates N/A)
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Internal HR: expenses, mesheets, on-boarding, etc.
Finance, accounts payable (invoices)
Customer correspondence, help desk
Specific line-of-business, forms-based, external
Contracts, procurement, shared-services
Other internal processes, e.g., approvals, quality, etc.
Finance, accounts receivable (credit control)
Case-based, claims, invesgaons, consultaons
New applicaons, mortgages, members, accounts
Logiscs, delivery, manifests, etc.
Plant records, inspecons, engineering change
Cizen benefits, permits, tax, census, etc.
Paper Free
Not Paper-Free
!*.
B
"
4Y<'|KZ$D?}$@}Y;|Z
12
3 processes, 9%
2 processes,
12%
4-5 processes,
16%
"&
'%
or ROI of the project? (N=408)
0%
20%
40%
60%
80%
100%
Watch
Finance, accounts receivable (credit control)
Contracts, procurement, shared-services
Customer correspondence, help desk
New applicaons, mortgages, members, accounts
Industry
Finance, accounts payable (invoices)
Specific line-of-business, forms-based, external
Other internal processes, e.g., approvals, quality, etc.
Case-based, claims, invesgaons, consultaons
Plant records, inspecons, engineering change
Logiscs, delivery, manifests, etc.
Excellent
Good
Average
Poor
94
4,*
Implementation
!DE
?Q,{4
[*
Figure 15: How are these capture processes mainly being implemented and interfaced?
(N=276 multiple choice)
0%
10%
20%
30%
40%
Standard feature of specific process
applicaon (e.g. finance system, HR, etc.)
As part of an integrated ECM suite
Developed/assembled in-house largely as
one-off
Mulple capture applicaons interfaced
separately to each applicaon
Standard capture plaorm interfaced
separately to each applicaon
Standard capture plaorm integrated to
separate workflow/BPM system
Standard capture plaorm with built-in
workflow/BPM
Outsourced/SaaS
13
Internal HR: expenses, mesheets, on-boarding, etc.
Cizen benefits, permits, tax, census, etc.
"*
+,.
the process? (N=276)
0%
10%
20%
30%
40%
Watch
"(F
9
50%
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
!{
Y
Z!
?
&L|
.;|
H'|
"/
;%<=%
what proportion of items are going straight through? (N=180, excl. 96 Don’t Know)
90% or
more, 6%
None, 19%
50% of
items, 7%
33% of
items, 8%
5% of items,
18%
20% of
items, 12%
15% of
items, 7%
10% of
items, 17%
14
Processed separately
Fed to the capture system and
processed together
75% of
items, 6%
Industry
[
4Y?Z
,8"?
()|
?
4,
Project Issues
Industry
9
D*,6
{DE
D*,E
Watch
6
]E"
@?
@
8
/[?
{{?
20%
40%
60%
Re-orienng staff/change
management
Integraon with other systems
Defining the processes clearly
Convincing management – making
the business case
Dealing with excepons/workflow
flexibility
Convincing legal/compliance/finance
that paper-free is OK
Time taken to get up and running
Measuring the overall improvements
7
"Y?Z
{

Y
Z
(;
0%
">
@A!
(Max THREE) (N=276)
"D
%@A!GJK+LNNP(N=276)
0%
20%
40%
60%
Watch
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Industry
Beer records for audit trail or compliance
Fewer errors
Visibility/access for non-process staff
Beer management of excepons
#Q
$%
process projects? (N=180, excl. 96 Don’t know)
More than 3
years, 11%
3 years, 4%
3 months,
7%
6 months,
14%
2 years, 19%
18 months,
15%
12 months,
29%
.
(&
(>
8E
9B
",EB
[##
?
(<
!
9
B(>
(&
Improved ability to outsource or load-share
Figure 21: Are forms and documents currently captured in any of the following places for use in
your key business processes? !
0%
20%
40%
60%
80%
100%
Watch
Field staff at home
Field staff on road/mobile
Premises of agents, reps or suppliers
Industry
General employees at home or travelling
Customers/cizens on your premises
Customers/cizens at home
Customers/cizens on mobile
No
!"&'/B
#
?
]&'|B
/9
Devices and Security
!(;|&&|
Q(<|
##
.UUVU%
U!
(N=229, further 117 None of these/not applicable.)
0%
5%
10%
15%
20%
25%
“At home” scanners
Self-service scan-staons in retail
branches/shops/stores
Smartphones and tablets – ad hoc/
no app
Smartphones – with app
Tablets – with app
None of these - but we would like to
None of these - we are wary of
security
(F|
!?
17
Planned 12-18 Months
Now
BFL|+
"
(>|
77],O
>|
10%
20%
30%
Ruggedized/dedicated/locked-down
tablet or device
Industry
0%
Watch
Figure 23: Which of the following levels of security would be the minimum you would need before
embarking on mobile capture? (N=280, excl. 58 N/A)
Fully “encapsulated” on-device app,
separate from all normal funcons
Encrypon of on-device files
Not that concerned
,
.
#&
X
functions to your organization? (N=362)
0%
20%
40%
60%
80%
100%
View access to ECM/content from mobile devices
Eding and uploading documents to cloud/hybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now
Planned 12-18 Months
Important for the Future
Not Important
(>
SSL/VPN connecons
End-to-end validaon and delete-aersent (single-chain-of custody)
]
{/#
EDE
Industry
Watch
9
.Q
0%
5%
10%
15%
20%
25%
No improvement
1.5x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
.F'
#(
&F(9?
&'|
F<
?
&HL|
);F|?
{
(H
#
K%%
%%
VV!GK
PY(N=341)
!
/#('|&'|9
?
/5Y
BZ
#*
K%%
%%
productivity of process staff in your organization? (N=341)
10%
20%
30%
40%
Watch
No more producve
10% more producve
15% more producve
Industry
0%
20% more producve
33% more producve
50% more producve
94
$O}
FL|
B;|
(>|
jB
B
Figure 27: Thinking of all the potential processes where you could drive out paper using scanning
that goal? (N=341)
75% there
50% there
90% there
Haven’t even
started yet
33% there
20% there
5% there
15% there
10% there
,
F?
B;|
20
100% (twice as producve) or more
75% more producve
Spending Plans
40%
0%
20%
20%
0%
40%
20%
60%
40%
80%
Industry
Figure 28: How do you think your organization’s spending on the following products and
applications in the next 12 months will compare with what was actually spent in the last 12 months?
"
#
$%#&#$'
Watch
@?
.E*{+Q,"&L7
{.
O
#{
YZ
60%
100%
MFP’s
Desktop scanners
Floor-standing mailroom scanners
OCR/ICR applicaons
Capture systems/servers
Workflow/BPM
Invoice automaon, AP/AR
Mobile capture apps
Other mobile apps
End-to-end mobile plaorms
Outsourcing
Spend Less
About the same
Spend More
7?(&.E*{+Q,
{
21
Table-top producon scanners
Portable scanners
Conclusion and Recommendations
Watch
9*.
.5
?B
/$[
~}
Industry
.D
?
9
Recommendations
Q\
*
E
Q]B
Q,
/
Q??{
?
QD?
Q/B
4
B
22
Q?B{D
.E*
Q[
?(
78
Survey Background
7BB]B;'''
)(|
BB;'';''')L|7
B
B(';'')(|*B('
DE
over 10,000
emps, 20%
11-100
emps, 12%
Geography
L&|OY(L|ZD
Central/S.
America, 3% Asia, Far East, 1%
Australia, New
Zealand, 5%
Other Europe,
9%
UK & Ireland, 8%
US, 56%
Canada, 16%
23
501-1,000
emps, 12%
1,001-5,000
emps, 25%
101-500
emps, 19%
5,001-10,000
emps, 11%
Middle East,
Africa, S. Africa,
4%
Industry
Organizational Size
Watch
;<&('=&<&'()
!
<;'''
Industry Sector
]O@&)|"Q(L|
99DE
Other, 6%
Government &
Public Services Local/State, 15%
Telecoms, Water,
Ulies, 3%
Engineering &
Construcon, 3%
Industry
Media,
Entertainment,
Publishing, 1%
Watch
Life Science,
Pharmaceucal, 2%
Government &
Public Services Naonal, 8%
Bureau/Outsource,
3%
Consulng Services,
3%
Finance/Banking,
12%
IT & High Tech —
not ECM, 4%
Manufacturing,
Aerospace, Food,
Process, 5%
Insurance, 5%
Educaon, 5%
Healthcare, 5%
Legal and
Professional
Services, 6%
Energy, Oil & Gas,
Mining, 7%
Job Roles
))|9F&|(>|
President, CEO,
Managing
Director, 3%
Business
Consultant, 5%
Line-ofbusiness
execuve,
department
head or process
owner, 10%
Head of
records/inform
aon
management,
19%
Other, 8%
IT staff, 14%
Head of IT, 4%
IT Consultant or
Project
Manager, 15%
Records or
document
management
staff, 23%
24
Non-Profit, Charity,
4%
Retail, Transport,
Real Estate, 4%
?&
7E
8~
Y7Z
Q
??
Industry
Q!
Watch
Q!~j
Q9@[
Q69
Q9
*.
7
&;
Q$}[
!$}D
Q!B47
Industry
QQ^^!(F
L''QQ^^j
&;'44
)'QQ^^
.E*QQ^^
Watch
ABBYY
?
B
"
4?
"
78kY78kZQQ^^j.E*
Alfresco
Q
/DLL;
F
]5
&<
!
.E*,8"
?
9
YZQQ^^j
?.E*
?.B
Y87ZYDEZ
?
Y
D*,DE87Q,7,{Z!
8*Y8*ZQQ^^"?E4
9D? connects and integrates the needs and goals on both sides of a transaction —
B
99?/B
Industry
Transaction Experience Management
Watch
Avoka
Why Avoka?
!j!
9B?5
!*+$-:;<>?
;
#
*#>@
Bottomline Technologies Ltd
Q9j 9 j
?{B9
46/9
9??
Qj95
"
775
business systems to ensure information consistency and
minimise costly manual interactions
$
%
$
Manage the communication lifecycle: engage with your
#$
Collect & integrate data & documents: establish early
&$
%
$
85
brand
75
organization reducing cost by re-using content
!&'j?(''''
#L;"(''L;"97D(''(;&;
27
.BB
.
4
B?!
B
?

7
/{
Industry
QDEj
QDE
j5B
?/
Watch
IBM
()'''BQDE
95++
j$Q8}?B
?
9
,Dj
B
Ej
j79®E7
B99!O
?BB
979E7797
Y8*Z?
",
?"?&;'
?7
??8/
?DE
j79E7j
9j9® family of
?DE
&>
ibml
kD?
@Ej
Watch
!*j
Qj5
Industry
Iron Mountain
?]??B
?
774
*E
E7j
B^j??
*9
97
!E
Kofax plc
k?® Y]7D5k"VZ
"9Bj
7"
Bj?
k?&''''
k?B>''
BL;DD,
"?
?
&H
8
8B8E7

B
*7
]
^
E/
.{.
/!
Industry
.,DVB
7(HL).,DV
{
B!
Watch
OPEX Corporation
.,DV
+
]?j,7YO^7D5]VkZ
enterprise search and integration products that connect unstructured printed and digital information across
D
B{?
D{?{
?
*
?
,j
j
"
30
Perceptive Software
?
Zia understands the importance of content to your success--with a focus on where your content comes from
!BE//
@
E
j,.7B
Industry
E,EED
Watch
Zia Consulting Inc.
D
8E!
DE9
DD
,^D5
D

j
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so
D*,8+*
DEEE*B
].7Y].7Z!D
,,[E
E
B
31
YZ
D
ED?YEDZ
?[68
(9]@"D
mortgage closing documents
Courses Modules
Include:
Your next step in winning the paper wars
jE9,
8+
75
5+++9+E
E
QScanner options and
QQ
case
+
Q8
business processes
AIIM (ZL'9
association mission is to ensure that information professionals understand the current and future challenges
"(HF)
9
B
© 2013
AIIM
((''!7((''
778&'H('
K()'(;>L>&'&
AIIM Europe
99E]!
!!*(&**6k
KFFY'Z(H';L&L<''
32
Q?
and role of database
9E9,
QQ
capture solutions
Watch
QCapture technology
components and
functionality
Industry
Capture Training
Program