Creating the Efficient Paperless OfficeChris Preston

Content Management & Archiving

EMC Corporation

Living In The Perfect Storm

• Reduce Risk

• Better Serve Customers

Deliver value fasterDeliver value faster

Do more with lessDo more with less

• Reduce Operating Costs

88%of Executives

Agility is top Priority For

Source: The Economist Intelligence Unit Report “Organisational agility:How business can survive and thrive in turbulent times”

Grow

Revenue

Agile Companies

37% Faster

30% Higher

Source: The Economist Intelligence Unit Report “Organisational agility:How business can survive and thrive in turbulent times”

In light of the economic downturn, what do you believe are your organization's priorities in terms of improving agility?

Source: The Economist Intelligence Unit Report “Organizational agility : How business can survive and thrive in turbulent times”

Improving process efficiency (e.g. change management, outsourcing, automation and standardization)

Improving knowledge management and information sharing processes

Encouraging (and extending) collaboration across the business and beyond

1

2

3

Application-centric

APP APP APP

Information-centric

APP APP APP

>

Information Today: the Simple Facts

1.8ZbLots of It

Mostly Unstructured 95%

Mostly Unmanaged 85%

Becoming More Regulated ▲

Managed by Organizations 85%

Information

Consequences of not managing information? SEVERE

Capture: The Entry to the Enterprise - Copyright 2009 Harvey Spencer Associates, Inc.

In the US & Europe, over 20 million tons of office paper is

produced and consumed every year

20 Million Tons

Paper is – and will continue to be – a critical component of business transactions

Each Document Costs You…

•$20 in labor to file

•$120 in labor searching

•$1 per document to store,

•$5 per document to retrieve

•Up to 19 copies of a single document

•On average, 5% of documents are lost

•25 hours to recreate each lost document

The Cost of Paper

Environmental Impact

• Last year U.S. companies printed 1.5 trillion pages– equivalent to 15 million to 20

million trees

• Recycling one ton of paper typically saves – $25 to $30 in landfill disposal

costs– about 6.7 cubic yards of

landfill space– approximately 17 trees

12© Copyright 2009 EMC Corporation. All rights reserved.

Common Challenges• Need for greater cost

control

• Processes are inefficient as they are run today

• Information incomplete/inaccurate/ misplaced

• Difficulty of enforcing compliance

DocumentDocumentImaging/CaptureImaging/Capture

The Opportunity

Rapidly transform paper into business ready information

ReduceOrganizational

Risk

ReduceOperating

Costs

AccelerateBusinessProcesses

“Document imaging will continue to deliver strong levels of business success in the form of helping enterprises move from paper-based to electronic-document-centric business processes.”.

Kyle McNabb, Forrester Tech Radar ECM Q2 2008

“The substantial business value that many enterprises achieve with imaging…make imaging one of the safest ECM investment areas”

Kyle McNabb, Forrester Tech Radar ECM Q2 2008

Capture Maturity - Archive to Process

Archival Only

Storage & Retrieval

Process Enablement

43%

22%

35%

Source: IDC's November 2008 Document Processes QuickPoll Survey

Capture Maturity - Archive to Process

Archival Only

Storage & Retrieval

43%

22%

Process Enablement 35%

Source: IDC's November 2008 Document Processes QuickPoll Survey

Transactional capture is the fastest growing segment of the capture market

"Advanced capture applications offer an excellent ROI opportunity...

Users are typically seeing payback in 12 months or less, and often less than 6 months."

Melissa Webster, IDC’s November 2008 Document Processes QuickPoll Survey

$1.9 Billion in 2008 to $2.8 Billion in 2012

Capture: The Entry to the Enterprise - Copyright 2009 Harvey Spencer Associates, Inc.

Transactional44%

Image /indexing

56%

2008

Transactional53%

Image /indexing

47%

2012

• Decreased loan processing time from >30 days to 2 weeks

• Increased throughput of loan requests by 100% with same resources

• Drastically improved compliance and reduced complexity of supporting loan documents (up to 100 documents per customer)

• Integrated multiple external systems into single process application

Results

StreamliningMortgage Loan Origination

Focus on Transactional Applications

People, process and information intensive

Cross-functional and decision intensive

Customer or service facing

Need to account for “how” and “why” decisions were made

21

Greatest opportunity to reduce operational costs

and enhance service

Straight-Through

• Millions++/day• Systems Intensive• Highly structured

process• Relational data-centric

• Transactions• Financial, CRM, ERP

• Packaged applications• (Oracle, MS, SAP)• Custom apps on db

AttributesAttributes

Project CaseCase

Process / Application ExamplesProcess / Application Examples

Process Enablement / AutomationProcess Enablement / Automation

• Small number/team• Human intensive• Limited structure

• Tens to thousands/dayTens to thousands/day• Human/Systems interactionHuman/Systems interaction• Structured process desirableStructured process desirable• Information / content-centric Information / content-centric

• Projects• Tasks, initiatives

• Activities (cases)Activities (cases)• Claims/Loan processing,Claims/Loan processing,

HR on-boardingHR on-boarding

• Project management software

• EMAIL• Collaboration tools

• Manual – ad hoc processesManual – ad hoc processes• Generic workflowsGeneric workflows• Custom-built applicationsCustom-built applications

Business Process Landscape

DataMapping

Index

AccountDetails

UpdateAccount

DeleteAccount

CSRReview

DataMapping

Index

CaseInitiation

CaseClosing

• Notification

• Document generation

• Records management

• Archiving

• Updates

• Web

• Email

• Mobile

• Paper

• Scanning

Internal

External

Case Processing

Finance Human Resources

Customer Service Legal Corporate

Services

• Accounts payable

• Accounts receivable

• Claims and dispute resolution

• Supplier management

• Order-to-cash

• Procure-to-pay

• Benefits administration

• Employeeon-boarding

• Employee off-boarding

• Employee performance review

• Customer correspondence

• Call center

• Constituent service

• Contracts management

• Legal matter management

• Auditing and compliance

• Environment, health and safety

• Facilities and equipment management

• Quality and performance monitoring

• Travel management

Public Sector Financial Services Insurance HealthcareEnergy &

Utilities

• Process safety management

• FERC eTariff

• Transmittals process

• Well log file management

• SOP processing

• Grants management

• Tax processing

• Unemployment

• Case management

• Loans operations

• New account opening

• Dispute resolution

• Wealth Management

• Claims management

• Underwriting

• New account opening

• Policy management

• Virtual patient records

• Claims processing

• Member enrollment

• Revenue cycle management

Electronic Process

Accelerating Document Processing

PaperPaperReceivedReceived

CaptureCapturePaper-based Process

Accelerating Document Processing

PaperPaperReceivedReceived

CaptureCaptureCaptureCapture

Capture documents sooner

Transform documents into usable business data

Simplify the integration between capture and business process

Electronic Process

Paper-based Process

Intelligent Capture – More Than Imaging

• Transform your documents into electronic images and business data– Support centralized and distributed scanning environments

– Identify all documents and automate data capture

– Accelerate business processes

Invoice Number Vendor Name Purchase Date

Subtotal Grand Total

Payment Terms

10010 Acme Products 30 January 2008

$ 6,014.81 $ 6,025.88

Net 30 Days

CaptureCapture ClassifyClassify ExtractExtract ValidateValidate DeliverDeliver

• Extend Your Centralized Capture Operation

• Immediate Return on Investment– Leverage existing investment in

MFPs– Eliminate shipping costs– Reduce cycle times– Reduce risk of loss and improve

Compliance

Capture Throughout the Enterprise

CaptureCapture ClassifyClassify ExtractExtract ValidateValidate DeliverDeliver

Bringing Capture to the People

Centralized Batch Capture

Fax Machine Integration

Ad-Hoc Desktop Capture

Ad-Hoc Browser-based Capture

Cellular Phone Capture

Networked MFP Capture

Remote Clients

Direct attached scanner

Remote Clients

Network attached MFP

Network attached scanner

Remote Capture Server

Supporting Global Processes: Enterprise Capture

CaptureCapture ClassifyClassify ExtractExtract ValidateValidate DeliverDeliverCaptureCapture

Accelerate business processes Improve customer service Reduce document-processing time

Key Benefits

32

Transform into electronic data that drives business processes

Data capture from unstructured document types

Invoices, applications, and other business documents

Identify based on graphic and text characteristics

Route documents to appropriate processes or departments

Reduce—or eliminate—manual document preparation

32

Reducing document preparation costs

Automating data capture reduces cycle times

Validating extracted data improves data quality and the business process accuracy

Appforms

Quotes

ClaimsTaxreturns

Contracts

CLASSIFIED DOCUMENTS

Automated Classification and Extraction

Substantial improvement in service levels and reduced cost per transaction

Automatically classify 90 percent of all documents

90 percent improvement in speed and accuracy of data input via automatic data extraction and database validation

Increased document throughput rate to over 90 percent—from scan to export, without user intervention

Results

Maximizing Business Performance for Life Insurance Policy and Claims Processing

Capture and process over 3 million tax forms

Reduce paper return processing from 30 – 40 days to less than 10 -days

Decreased electronic filing time from 10 to 3 days

Processed 95% of returns in 5 days

Improved compliance through reduced errors and earlier audits

Provided improved taxpayer service and eliminated backlog

Results

Maximizing Business Performance for Tax and Revenue Processing

Phased Approach to Process Improvement

36© Copyright 2009 EMC Corporation. All rights reserved.

The Bottom Line

• Paper is here to stay

• Capture is one of the safest technology investments with ROI’s < 12-months

• Focus on case-based processes and distributed capture for greater agility and ROI

• Leverage image & data capture to maximize business efficiency and risk reduction

Thank You