how can i get rid of paper in my business processes?

How Can You Get Paper out of Your Business Processes?

©2014, AIIM, http://info.aiim.org/paper-wars

http://info.aiim.org/paper-wars

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Agenda

● Looking Ahead to 2020● The Big Bang – 3 Key Market Disrupters

● Déjà vu● Paper Persistence● Legal Limbo● Input Irregularity

● Brand New● Cloud Craziness● Perplexing Processes● Mash-up Madness

● Conclusions and Questions



The Big Bang

CONSUMERIZATION is transforming what users expect from applications and how we deliver them.

We are now in the era of user-centric IT.

CLOUD AND MOBILE are creating an expectation of anywhere, anytime access and transforming how

we engage with customers and employees.

THE INTERNET OF THINGS is generating massive amounts of new data and information, creating enormous new challenges and opportunities.



The Impact…“Our processes are broken, we are buried in information and it is killing our ability to

satisfy our customers.”



How do I turn Information Chaos into Information Opportunity?

PAPER PERSISTENCEDéjà vu - 1

12

WANT A (FREE) COPY OF THE ORIGINAL RESEARCH?Click HERE…





How many of the documents that you scan would you say are “born digital“ (unchanged from printer to scanner)?

• For 34% of org, half or more of scanned docs are 100% born digital.

• Average: 35.6% of scanned docs born digital.



Agenda








15

PAPER PERSISTENCE



Paper reduction improving, but slowly.Would you say that the consumption of paper and/or number of photocopies in your organisation is?

21% increasing (blue & red)

44% decreasing.(purple & aqua)

Decreasing fastest in mid-sized.

Cf. 2011 survey, 32% increasing,35% decreasing

Increasing rapidly; 5%

Increasing somewhat;

16%

Stable; 34%

Decreasing somewhat;

37%

Decreasing rapidly; 7%

©AIIM 2014 -- N=362 ©2014, AIIM, http://info.aiim.org/paper-wars


A lack of management commitment.Do you have a specific policy or maxim to “Drive paper out of the business”?

Only 35% have a maxim to drive paper out of the business.

(33% of smallest orgs, 37% of largest orgs.)

©AIIM 2014 -- N=365

Yes; 35%

No; 60%

Don’t know; 4%



Change management -- organizational.Why do you think there is still paper in so many of your business processes? (Max THREE)

Lack of management initiatives or mandates to reduce it

We need physical signatures on paper

Staff prefer paper for handling/reading/notes

Lack of understanding of paper-free options

Suppliers and customers continue to send us paper

Legal admissibility will be compromised

It’s a major and potentially disruptive change

Paper provides a more reliable/ auditable/accessible record

Not cost-effective to provide suitable scanning/capture/workflow

47%

44%

43%

40%

29%

23%

18%

15%

14%

©AIIM 2014 -- N=325 ©2014, AIIM, http://info.aiim.org/paper-wars


Zombie paper – the Walking Dead

How many of the documents that you scan would you say are reprinted from the scanned copy??

• For 14% of org, half or more of scanned docs are reprinted.

• Average: 19.1% of scanned docs reprinted.


20

LEGAL LIMBO



We haven’t dealt with the skeptics.Which departments in your organization would you say are the most resistant to the introduction of paper-free working?

LegalFinance

HRGeneral admin/operations

Senior execs/board levelR&D, Drawing Office

SalesMarketing

ITDelivery and Logistics

None

37%33%

21%21%

16%12%

7%6%

4%4%

11%

©AIIM 2014 – N=258 ©2014, AIIM, http://info.aiim.org/paper-wars


Back office still an automation back water.Which of the following do you still mostly send out as paper?

Contracts and agreements

Sales brochures/data sheets

Purchase orders

Recruitment materials

Renewal/subscription/debit notices

62%

37%

33%

26%

19%

19%

19%

19%

12%

©AIIM 2014 – N=301

LEGALFINANCE/G&AHR



How many of the documents that you scan are destroyed after scanning?

• For 61% of orgs, half or more of scanned docs are not destroyed after scanning.

• Average: 65.1% of scanned docs not destroyed after scanning.


24

INPUT IRREGULARITY



Input adhocracy reigns supreme.

Scan “at the door” or Digital

mailroom

Dedicated scan in

advance of the process

Scan to archive after the process

We only do ad hoc

scanning

9% 9% 45%19%18%

Distributed multi-channel

capture



Example -- Invoices coming in as digital…What percentage of your incoming invoices would you say arrive electronically (PDF attachments, Faxes, EDI)?

For 49% of orgs, half or more of invoices arrive electronically.

30% receive three-quarters or more this way.

Average: 44.2% of invoices arrive as electronic.

None; 6%

5% of invoices; 6%

10% of invoices; 7%

15% of invoices; 9%

20% of invoices; 5%

25% of invoices; 11%

33% of invoices; 7%50% of invoices;

14%

66% of invoices; 5%




©AIIM 2014 – N=227, excl 65 don’t know ©2014, AIIM, http://info.aiim.org/paper-wars


…And being processed as paper.How do you generally deal with invoices, purchase orders and forms that arrive as PDF attachments to emails?

39% print one or more copies and process as paper.

13% print a copy and scan it back in!

59% still result in a printed copy.

Only 8% pass directly to the capture system.

Print a copy and process as paper

Print multiple copies/print and photocopy

Print and scan back in to the capture system

Process on-screen but print an archive copy

Process on-screen and store an electronic copy

Pass directly to the capture system

31%

8%

13%

7%

34%

8%

©AIIM 2014 – N=275

Agenda








29

CLOUD CRAZINESS



Mobile capture a high priority…In your organization, what proportion of employees do you see/expect to see using iPads, tablets or digital clipboards for filling in forms?

Now: 6% of orgs, “half or more”

2 years time: 22% of orgs, “half or more”

5 years time: 53% of orgs, “half or more”32% of orgs, “3/4 or more”



…but still at an early adoption stage…

Required option for all

processes

Keen to exploit

Recognize importance, but still not

planning

Not looking to mobile

9% 25% 34% 33%



General employees at home or travelling

Branch offices/ shops/ stores/ warehouse

Field staff at home

Field staff on road/mobile

Premises of agents, representatives or suppliers

Customers/citizens on your premises (self-service)

Customers/citizens scanned at home

Customers/citizens on web forms or active PDFs

Customers/citizens on mobile, no app

Customers/citizens on mobile, with app

0% 20% 40% 60% 80% 100%

Yes, now Planned 12-18 months No

and viewed primarily as decentralized capture.Are forms and documents currently captured in any of the following places for use in your key business processes?

©AIIM 2014 – N=162, excl N/A

Mobile means more than phones.

Source: George Parapadakis, IBM

Console Terminals PC Laptop Notebook Smart Phablet

DirectConnection RS-232 Ethernet Dial-Up

Modem Broadband 3G / 4GWiFi / Fibre

IT Only Specialist OfficeWorker

MobileWorkforce

AnyEmployee Customers

Data Room LocationBased

CompanyWide

CustomerSite

HomeWorking Anywhere

1960 1970 1980 1990 2000 2010

Location

User

Connectivity

Device

Mobility (Distance from Source)

Timeshare Multi-User Client-Server Web AppsInterface

But linked cloud capture strategies still hazy.What is your strategy for cloud deployment of capture?

15% already using cloud or SaaS capture.

10% have immediate plans and 8% longer term plans.

42% still setting cloud strategies; 25% NO

Already using cloud/SaaS

capture; 15%Deploy cap-ture in cloud model in next

12-18 months; 10%

Deploy capture in

the cloud in the next 2-3 years; 8%

We won't be using cloud capture; 25%

Have not made a de-cision with respect to

running cap-ture in the cloud; 21%

Still trying to understand where the cloud fits;

21%

©AIIM 2014 – N=189, excluding 59 don’t knows ©2014, AIIM, http://info.aiim.org/paper-wars



35

PERPLEXING PROCESSES



Paper-free processes – a long way to go.Would you say that the amount of paper flowing through your business processes is increasing or decreasing?

25% increasing.

46% decreasing.

Decreasing fastest in largest (55%).

Cf. 2013 survey, 19% increasing,41% decreasing

Increasing rapidly; 5%

Increasing somewhat;

20%

Stable; 28%

Decreasing somewhat;

39%

Decreasing rapidly; 7%



Paper-free processes – a long way to go.How would you describe the decision-making process as regards moving processes to be paper-free?

23% have a common goal.

And a further 23% encourage cooperation towards common roll-outs.

13% feel that paper is entrenched, and likely to stay that way.

Common goal and the business are committed to it

Depts and LOBs encouraged to join common rollout

Each dept/LOB decides - implements in isolation

Patchy across geos and depts

Some individual offices go paper-free; local decision

Nobody is prepared to take the initiative

Paper is entrenched in the business

23%

23%

35%

30%

12%

19%

13%



Apply the lessons learned.What are the key lessons have you learned so far from your paper-free processes?

Capture as early in the process as you can.

Rethink the process and manage as process change.

BUT: must have buy-in from above, and someone who knows what they are doing.

Capture as early as possible

Buy-in from a senior director/VP

Don’t “pave the cow path”

Treat like any change – and then some

Start with specific applications, e.g., AP

Have at least one exp team memb

Postpone getting rid of paper backup

Don’t let signatures scupper the proj

Beware the legal conservatives

Include mobile options day one

Use external advice

44%

44%

35%

34%

32%

32%

31%

26%

14%

11%

10%




39

MASH-UP MADNESS



Structured/unstructured info combining.

40

“Unstructured data (or unstructured information) refers to information that either does not have a pre-defined data model or is not organized in a pre-defined manner. Unstructured information is typically text-heavy, but may contain data such as dates, numbers, and facts as well.”

Unstructured Data - Wikipedia



More and more intelligence in the device.

Bundled software -- PaperStream IP (TWAIN/ISIS) Driver, Software Operation Panel, Error Recovery Guide, PaperStream Capture, ScanSnap Manager for fi Series, Scan to Microsoft SharePoint(13), ABBYY FineReader for ScanSnap, Scanner Central Admin Agent

Embedded image processing software -- Multi-image, Blank page skip, i-DTC, Advanced-DTC, Simplified-DTC, sRGB, Auto color, Deskew cropping, Punch hole removal, Tab cropping, Upper lower separation, Error diffusion, Dither, Moire removal, Image Emphasis, Color cleanup, Dropout color (None, Specified, Color Saturation), Edge repair, Vertical Streaks Reduction

Software embedded or bundled in FUJITSU Document Scanner fi-7180 -- $1500



Think about capture as a governance play.

42

“Information governance, or IG, is the set of multi-disciplinary structures, policies, procedures, processes and controls implemented to manage information at an enterprise level, supporting an organization's immediate and future regulatory, legal, risk, environmental and operational requirements.”

Information governance - Wikipedia

“Information capture is the process of collecting paper documents, forms and e-documents, transforming them into accurate, retrievable, digital information, and delivering the information into business applications and databases for immediate action.”

Information capture - Wikipedia



The MFPs are now serious about ECM.Example -- Lexmark

Date Company Price Capability

2010 Perceptive $280M ECM

2011 Pallas Athena $50M BPM/Doc Output Management

2012 BDGB Ent(inc Brainware)

$148M Intelligent data capture

ISYS Search $32M Enterprise search

Nolij Corp $32M Web-based imaging, workflow

2013 Acuo Tech $45M Medical DM

TwistageAccess VIA

$32M$32M

Rich mediaRetail DM

Saperion AG $72M ECM

PACSGEAR $54M Medical image mgmt, EHR

2014 Readsoft $251M Capture



Agenda







Focus on software.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?

Strongest spend intention is in workflow/BPM.

Mobile, OCR/ICR and AP/AR still growing strongly.

Mailroom scanners much stronger in Europe (25% indicating higher spend)

Workflow/BPM

OCR/ICR applications

Invoice automation, AP/AR

End-to-end mobile platforms / MDM

Portable scanners

Floor-standing mailroom scanners

Desktop scanners

46%34%

31%31%

30%29%

25%7%

6%4%

2%-6%

-13%



Business Value

80% People15% Process5%

Technology

People-centric investments• Identify better opportunities

and requirements

• Get ideas for leveraging

consumer technologies

• Improve employee

engagement

Technology-centric investments• Poor implementations

• Poor utilization and ROI

• More content silos

• Increased dissatisfaction with

enterprise IT

Focus on people.



Focus on processes.What were the main difficulties you encountered in these paper-free process projects? (Max THREE)

Re-orienting staff/change management

Defining the processes clearly

Convincing legal/compliance/finance that paper-free is OK

Time taken to get up and running

We had very few problems

52%

47%

44%

33%

29%

24%

24%

15%

6%



Become a domain expert.What are the most prominent inhibitors to achieving sales quota?

Insufficient leads

Poor sales skills

Too many products to know

An information gap re industry and solutions

Inability to communicate value/messages

13%

16%

21%

24%

26%

Source: Sirius Decisions ©2014, AIIM, http://info.aiim.org/paper-wars


•Consumerization•Cloud and mobile•Internet of things

The Big Bang

•Paper reduction improving•A lack of mgmt commitment•2D change management•Zombie paper – Walking Dead

Paper Persiste

nce

•Skeptics still abound•Back office still a back water

Legal Limbo

•Input adhocracy•Invoice processing a good example

Input Irregula

rity49

•Mobile capture priority, but early•Mobile = Decentralized•Cloud strategies hazy

Cloud Crazines

s

•A long way to go•Biggest value still untapped•Wish list still lags reality

Perplexing

Processes

•Structured/unstructured blur•Smarter and smarter devices•Capture and governance•MFPs now serious

Mash-up Madness

•Focus on software•Focus on people•Focus on process problems•Become a domain expert

Advice

The Context

Déjà vu

Brand new


50

WANT A (FREE) COPY OF THE ORIGINAL RESEARCH?Click HERE…



