Download - Chris Preston Keynote @ TAWPI 2009
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
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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
• 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
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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
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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