Underwri(en  by:  

Are  We  There  Yet?    Paper-­‐Free  Progress:    measuring  outcomes  

Presented  5th  November,  2015    

Market  Intelligence  

Are  we  there  yet?  Paper-­‐Free  Progress:  measuring  outcomes  

Presented  by:  Bob  Larrivee,  Vice  President  AIIM  Market  Intelligence  

Market  Intelligence  

In  Your  Opinion….  

©AIIM  2015  

Market  Intelligence  

How  do  you  feel  about  the  following  statements?  

N=179  

©AIIM  2015  

0%   20%   40%   60%   80%   100%   120%   140%  

There  will  always  be  some  processes  that  are  easier/more  efficient/safer  to  run  with  paper.  

Removing  paper  from  processes  should  be  a  constant  objec]ve,  not  a  one-­‐off  exercise.  

The  best  way  to  keep  paper  out  of  the  business  is  to  scan  it  at  the  door.  

All  businesses  should  have  at  least  one  agreed  and  approved  e-­‐signature  mechanism.  

Paper-­‐based  content  and  processes  are  a  huge  impediment  to  remote  access  and  teleworking.  

Business-­‐at-­‐the-­‐speed-­‐of-­‐paper  will  be  unacceptable  in  a  few  years’  ]me.  

We  are  commi(ed  to  digital  transforma]on,  and  paper-­‐free  is  an  essen]al  star]ng  point.  

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

%  of  respondents  

92%  :  removing  process  paper  is  a  constant  

objecEve.    

79%:  all  business  should  have  an  e-­‐signature  

mechanism    

80%:  paper  content  and  processes  a  huge  

impediment  to  remote  access  and  telework.    

 72%:  business  at  the  

speed  of  paper  will  not  be  acceptable.  

 57%:  paper-­‐free  is  the  

starEng  point  for  transformaEon.  

Market  Intelligence  

Paper  is  a  BIG  problem  for  most  businesses  with  reducing  or  elimina]ng  paper  as  a  common  goal.    

Market  Intelligence  

There’s  Paper  in  the  Office  

©AIIM  2015  

Market  Intelligence  

Which  of  the  following  would  describe  your  office  or  typical  offices  in  your  organiza]on?    

31%  sEll  piled  high  with  paper.  

 40%  sEll  file  

“important  stuff”  on  paper.  

 56%  paper-­‐based  for  

signatures.    

8%  Digital  mailroom.    

17%  mostly  paper-­‐free.    

N=362,  

©AIIM  2015  

Market  Intelligence  

In  general,  would  you  say  that  the  amount  of  paper  flowing  through  your  business  processes  is  increasing  or  decreasing?  

20%  increasing  inc.  2%  rapidly.  

 55%  decreasing,  inc.  

12%  rapidly.      

©AIIM  2015  

2015   2014   2011  

Increasing   20%   25%   19%  

Decreasing   55%   46%   41%  

Net   45%   21%   22%  

Increasing  rapidly,  2%  

Increasing  somewhat,  

18%  

Stable,  25%  Decreasing  somewhat,  

43%  

Decreasing  rapidly,  12%  

N=358,  excl.  5  Don’t  Know  

Market  Intelligence  

How  would  you  describe  progress  towards  elimina]ng  paper  from  your  business  processes?  

16%  acEvely  look  at  every  process,  inc.  3%  who  have  

reached  goal.    

36%  making  good  progress.      

7%  sEcking  with  paper.        

©AIIM  2015  

2015   2014  

AcEve     16%   9%  Progress   36%   36%  Paper  only   7%   11%  

N=364  

Market  Intelligence  

There  is  a  growing  movement  to  iden]fy  and  improve  paper  intensive  processes  through  

paper  reduc]on  and  elimina]on.  

Market  Intelligence  

The  Element  of  Capture  

©AIIM  2015  

Market  Intelligence  

What  would  you  say  are  the  three  biggest  drivers  for  scanning  and  data  capture  in  your  organiza]on?  

Improved  searchability  and  sharability  of  documents  (53%).  

 Then  producEvity,  

reduced  storage  space,  and  faster  response.  

 Sustainability  only  

cited  by  4%.    

N=334  

©AIIM  2015  

Market  Intelligence  

What  are  your  immediate  priori]es  to  improve  your  current  capture  system(s)?  

57%  looking  to  automate  more  manual  processes.  

 27%  want  to  increase  the  speed  of  delivery  to  the  next  process.  

 16%  improve  security  

and  compliance.    

23%  upgrade  systems.    

N=202,  

©AIIM  2015  

0%   10%   20%   30%   40%   50%   60%  

Automate  more  manual  processes  with  document  classifica]on  

Increase  the  speed  of  delivering  informa]on  to  the  next  process  

Improve  security  and  compliance  

Update  our  capture  systems  with  be(er  technology  

Consolidate  mul]ple  capture  systems  to  one  system  

Extend  our  distributed  capture  capabili]es  

Deploy  a  mobile  capture  solu]on  

Implement  a  mul]-­‐channel  capture  system  

Implement  capture  to  cloud  

Market  Intelligence  

In  general,  which  of  the  following  apply  in  your  business  unit?  

40%  of  orgs  have  passed  the  50%  

threshold  of  digitally  delivered  invoices.  

 But  35%  agree  that  most  get  printed  

anyway.      

31%  agree  that  most  of  the  paper  documents  retained  are  only  for  

signatures.  

N=316  

©AIIM  2015  

Market  Intelligence  

Capture  of  paper-­‐based  informa]on  early  in  the  process  ensures  greater  control,  security,  and  

accessibility.    

Market  Intelligence  

The  Digital  Mailroom    and  

Mul]-­‐Channel  Inbound  Content  

©AIIM  2015  

Market  Intelligence  

Which  of  the  following  best  describes  how  you  mostly  deal  with  inbound  documents  and  forms  in  your  business  unit  (in-­‐house  or  outsourced)?  

26%  scanning  in  advance  of  the  

process,      

including  7%  using  digital  mailroom,    

 and  11%  mulE-­‐channel  

capture.    

22%  scan  for  archive  a"er  the  process.    

N=328  

©AIIM  2015  

We  only  do  ad  hoc  scanning,  

30%  

Scan  for  archive  aner  the  

process,  22%  

Scan  at  internal  points  within  the  process,  

23%  

Dedicated  scan  in  advance  of  the  process,  8%  

Scan  “at-­‐the-­‐door”    or  at  

point-­‐of-­‐entry  with  a  digital  mailroom,  7%  

Distributed  mul]-­‐channel  capture  across  electronic  and  paper,  11%  

Market  Intelligence  

How  do  you  deal  with  mul]-­‐channel  inbound  content?      

40%  ad  hoc  between  paper  and  electronic.  

 35%  print  electronic  

inbound  and  process  as  paper.  

 3%  have  

comprehensive  mulE-­‐channel  across  paper,  electronic  and  social.  

N=305  

©AIIM  2015  

Market  Intelligence  

Businesses  must  look  at  capture  mul]-­‐dimensionally,  addressing  paper,  and  digitally  

born  content.    

Market  Intelligence  

Process  Op]miza]on    and  

Workflow  

©AIIM  2015  

Market  Intelligence  

Who  is  responsible  for  radical  process  review  in  your  organiza]on?  

40%  LOB  –  likely  to  be  of  variable  experEse  and  

moEvaEon.    

14%  Head  of  IT  –  likely  to  have  other  prioriEes.    

 33%  central  department  or  

main  board.      

N=252,  excl.  60  Don't  Know  

©AIIM  2015  

0%   5%   10%   15%   20%   25%   30%   35%   40%   45%  

Line-­‐of-­‐Business  head/departmental  managers  

Internal  business  efficiency  department  

Top  board-­‐level  

Head  of  IT/CIO  

Governing  body  or  agency  

External  consultant  review  

Local  board-­‐level  

Market  Intelligence  

At  what  rate  (or  planned  rate)  are  you  conver]ng  key  processes  to  paper-­‐free?  

14%  moving  quickly  or  even  completed  (4%).  

 37%  making  liale  progress,  including  11%  not  started,    

 and  15%  slow  or  

stalled.      

N=292,  excl.  26  Don’t  Know  

©AIIM  2015  

Market  Intelligence  

How  would  you  describe  the  level  of  workflow/BPM  capability  that  you  have  for  paper-­‐free  processes?  

36%  have  no  workflow  capability,  plus13%  who  have  it  but  don’t  

use  it.    

34%  make  use  of  basic  workflows.    

 17%  full  workflow/

BPM.  

N=282,  exc.  28  Don't  Know  

©AIIM  2015  

No  ECM/DM  system,  or  

workflow,  14%  

ECM/DM,  but  no  workflow  capability,  9%  

Basic  image  capture  system    

with  no  workflow,  13%  ECM/DM/SP  

system  with  workflow  

capability,  but  we  don’t  use  it,  

13%  

Dedicated  image  capture  system,  with  

some  workflow,  13%  

Use  basic  workflows  

within  our  ECM/DM/  SharePoint  system,  21%  

Full  workflow/  BPM  as  part  of  

our  ECM  system,  10%  

Dedicated  workflow/BPM  system  across  

mul]ple  processes,  7%  

Market  Intelligence  

What  would  be  the  trigger(s)  to  set  you  off  on  your  first  paper-­‐free  process  implementa]on?  

Mandate  from  above,  or  specific  cost  saving  exercise  most  likely  pro-­‐acEve  triggers.  

 Compliance  changes  or  new  processes  most  

likely  re-­‐acEve.    

Big  data  iniEaEve,  9%.  

N=57,  No  paper-­‐free  processes  

©AIIM  2015  

Market  Intelligence  

Execu]ve  buy-­‐in  of  a  paper-­‐free  environment  and  focused  efforts  with  specific  goals  are  key  to  

success.  

Market  Intelligence  

Paper-­‐Free  Projects:  Issues  and  Outcomes  

©AIIM  2015  

Market  Intelligence  

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

ExecuEve  buy-­‐in.    

Stakeholder  input.    

Re-­‐think  whole  process.  

 Then  make  use  of  standards  and  best  

pracEce,  and  buy  in  or  train  experienced  staff.  

 And  beware  lawyers.  

©AIIM  2015  N=233  

0%   10%   20%   30%   40%   50%   60%  

Must  have  top  level  execu]ve  buy-­‐in  and  support  

Gather  feedback  from  all  stakeholders  before  developing  a  process  

Re-­‐think  the  whole  process  –  don’t  “pave  the  cow  path”  

Make  good  use  of  standards  and  best  prac]ce  advice  

Have  at  least  one  team  member  with  experience/training/qualifica]ons  

Capture  as  early  in  the  process  as  possible  

Manage  as  you  would  any  process  change  –  and  then  some  

Start  with  the  more  specific  applica]ons,  e.g.,  AP,  Recruitment  

Don’t  accept  “it’s  against  the  regula]ons/  law”  at  face  value  –  check  it  out  

Ensure  that  your  vendor/consultant  has  true  exper]se  in  all  technologies  involved  Don’t  let  the  signature  issue  scupper  the  

project  

Market  Intelligence  

What  have  been  the  biggest  benefits  from  your  paper-­‐free  processes?    

Faster  customer  response  cited  by  43%,  

 Then  producEvity  and  

compliance.    

Then  beaer  monitoring  of  workflow.  

 Improved  visibility  to  non-­‐local  and  mobile  

staff  (22%).    

©AIIM  2015  N=218  

Market  Intelligence  

Overall,  what  would  you  say  has  generally  been  the  payback  period  for  these  paper-­‐free  process  projects?  

59%  achieved  payback  in  less  than  12  months,  including  28%  in  less  

than  6  months.    

84%  in  less  than  18  months.  

   

©AIIM  2015  

3  months,  4%  

6  months,  24%  

12  months,  31%  

18  months,  17%  

2  years,  8%  

3  years,  6%  

More  than  3  years,  6%  

N=139,  excl.  102  Don't  Knows  

Market  Intelligence  

There  is  great  benefit  from  going  paper-­‐free  or  at  least  reducing  it  significantly  with  returns  in  

as  li(le  as  6  months.  

Market  Intelligence  

What  about  Mobile  and  Cloud?  

©AIIM  2015  

Market  Intelligence  

How  are  you  looking  at  mobile  devices  for  content  access  and  data  capture?  

24%  not  looking  at  any  mobile  projects.  

 39%  sEll  in  planning  stage.  

 12%  see  mobile  as  a  required  opEon.    

   

©AIIM  2015  N=293  

Market  Intelligence  

What  business  processes  do  you  currently  support  with  a  mobile  capture  applica]on?  

Accounts  payable  and  Tech  Doc  are  most  

popular    for  mobile  capture.    

 Then  claims,  then  RM.      

   

©AIIM  2015  N=102  

0%   5%   10%   15%   20%   25%   30%   35%  

Accounts  Payable    

Technical  documents  

Claims  processing  

Records  management  

Customer  on-­‐boarding  

Contract  management  

HR  

Accounts  Receivable  

Logis]cs  

Supply  chain  management  

Order  fulfilment  

Legal  

New  account  opening  

Mortgage  origina]on  

Customer  loyalty  programs  

Loan  processing  

None  

Market  Intelligence  

Do  employees/field  staff  in  your  business  unit  currently  use  portable  devices  (portable  scanners,  smartphones,  tablets)  for  any  of  the  following?  

Image-­‐only  applicaEons  more  prevalent  –  

supporEng  documents,  then  photo  images,  

then  forms.        

Only  6%  using  OCR/image    recogniEon.  

 14%  using  e-­‐forms,  and  

12%  signing.    

©AIIM  2015  N=151  

0%   5%   10%   15%   20%   25%   30%   35%   40%   45%   50%  

Paper  forms  (image  only)  

Paper  forms  (with  data  extrac]on)  

Suppor]ng  documents  (image  only)  

Suppor]ng  documents    (with  data  extrac]on)  

Photo  images  (as  records)  

Photo  images  with  OCR  (barcodes,  metering,  license  plates)  

E-­‐forms  app  (direct  data  input  –  digital  clipboard)  

Tablet  and  stylus  for  signatures  

None  of  these  

Market  Intelligence  

What  have  been  the  three  biggest  benefits  of  your  mobile/portable  capture  projects?  

Speed  of  data  availability  (40%).  

 Keeping  paper  out  and  improving  back-­‐office  efficiency  (both  38%).  

 LogisEcs  and  forms  handling  (32%).  

©AIIM  2015  N=120  with  mobile  projects  

Market  Intelligence  

What  issues  have  you  encountered  with  your  mobile/portable  capture  projects?  

ConnecEon  bandwidth  (30%),  connecEon  security  (22%)  and  

device  security  (16%)  have  been  biggest  

issues,      

 as  well  as  user  resistance  (26%)  and  development  Eme  

(19%).    

©AIIM  2015  N=116  with  mobile  projects  

0%   10%   20%   30%   40%  

Poor  connec]on  speed/bandwidth/availability  

User  resistance  

Secure  connec]on  of  device  to  process  applica]on  

Development  ]me/resource  for  on-­‐device  apps  

Security/confiden]ality/lost  devices  

Online  and  offline  capture  and  valida]on  

Poor  scanning/capture  performance  of  device  

Support  overheads  for  mul]ple  device  types/OS  

Poor  ba(ery  life  

Low  storage  capacity  

None  of  these  

Market  Intelligence  

What  is  your  strategy  for  cloud  deployment  of  capture?  

11%  already  using  cloud  products  for  capture,  

including  4%  with  distributed  capture-­‐to-­‐cloud.    

 17%  with  plans.  

 21%  unlikely  to  use  cloud.  

 49%  sEll  have  no  policy  or  

decision  on  capture  (21%),  or  any  cloud  (28%).    

©AIIM  2015  N=223,  excl.  70  Don't  Knows  

Market  Intelligence  

Cloud  and  Mobile  support  paper-­‐free  environments  by  providing  accessibility,  security,  and  collabora]ve  

capabili]es  not  possible  with  paper.      

Market  Intelligence  

Things  to  think  about  •  Look  at  how  paper  enters  your  business,  where  it  slows  

things  down,  where  it  clogs  up  the  workspace,  and  where  it  restricts  informa]on  access  and  process  flexibility    

•  Iden]fy  who  is  in  charge  of  radical  process  review  and  seek  endorsement  for  policies  on  paper-­‐free  processes    

•  Pay  par]cular  a(en]on  to  processes  that  scan-­‐to-­‐archive  post  process  with  a  view  to  changing  to  an  up-­‐front  scan-­‐to-­‐process  approach    

•  Extend  the  paper-­‐free  concept  further  to  the  point  of  origina]on,  whether  that  is  a  branch  office,  a  shop,  or  the  mobile  devices  of  your  employees  and  customers    

Market  Intelligence  

It  is  possible  for  your  business  to  become  less  dependent  on  paper.    Iden]fy,  assess,  plan,  implement,  measure,  refine,  and  repeat.    That  is  how  to  get  there.  

Market  Intelligence  

What  are  you  wai]ng  for?    

Download  a  copy  of  the  AIIM  Industry  Watch  Report  ]tled  “Paper-­‐Free  Progress:  measuring  outcomes”  at  h(p://info.aiim.org/paper-­‐free-­‐progress-­‐measuring-­‐outcomes    

 To  Contact  Bob:    blarrivee@aiim.org  @BobLarrivee  on  Twi(er  www.linkedin.com/in/boblarrivee  

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