Winning the Paper Wars Watch - AIIM

Figure 6: How would you describe the attitudes of the following staff in your organization toreplacing paper in your key processes? (N=418)50% 25% 50% 25% 75% 100% 50% 125% 75% 150%Business improvement consultantsIT operaonsRecords Management/ComplianceOperaons/Facilies/Post-room managersIndustryWatchC-level execuvesLine of business managersLine of business operaonal/admin staffFinance operaonal staffFinance managersLegal counselStrongly Resistant Resistant Neutral In Favor Strongly in FavorWinning the Paper Wars- capture the content and mobilize the process troopsCapture Maturity©2013 AIIM - The Global Community of Information Professionals

Digital MailroomFigure 9: Which of the following best describes how you mostly deal with inbound documents andforms in your business unit (in-house or outsourced)? (N=429)0% 10% 20% 30% 40% 50%Scan “at-the-door” with a digitalmailroomScan in advance of the processScan for archive aer the processWe only do ad hoc scanningNorth AmericaEuropeRest of WorldIndustryWatchWinning the Paper Wars- capture the content and mobilize the process troopsFigure 10: Which of the following comments would you apply to your digital mailroomimplementation? (Check all that apply) (N=40 Digital mailroom users)Mail traceability and compliance is much beerCustomer service has been considerably improvedGreatly improved the quality of datacapture into downstream processesMail is immediately available formobile/remote/telework staffAllowed us to consolidate a number ofseparate scanning operaonsWe achieved payback based on labor andspace savings alone0% 10% 20% 30% 40% 50% 60% 70%©2013 AIIM - The Global Community of Information Professionals 10

OutsourcingIndustryWatchFigure 11: What use do you make of outsourced document services and what are your plans?30% 20% 10% 20% 10% 30% 10% 40% 20% 50% 30% 60% 40% 70%Box storeScan-on-retrieval from storeBack-scanning of paper recordsInbound mail services, their premisesInbound mail services, your premisesScanning to image, post-process archivingScanning to image pre-processScanning and data capture pre-processOutsourcing elements of the process itselfSaaS services for ECMUse Less Use Same Use MoreWinning the Paper Wars- capture the content and mobilize the process troops©2013 AIIM - The Global Community of Information Professionals 11

you capture-enabled or made paper-free? (N=408)50+ processes,7%26-50 processes,4%11-25 processes,7%6-10 processes,14%None, 23%1 process, 8%IndustryWatch4-5 processes,16%3 processes, 9%2 processes,12%Figure 13: Have you made any of the following processes capture-enabled or paper-free(N=408, line length indicates N/A)Internal HR: expenses, mesheets, on-boarding, etc.Finance, accounts payable (invoices)Customer correspondence, help deskSpecific line-of-business, forms-based, externalContracts, procurement, shared-servicesOther internal processes, e.g., approvals, quality, etc.Finance, accounts receivable (credit control)Case-based, claims, invesgaons, consultaonsNew applicaons, mortgages, members, accountsLogiscs, delivery, manifests, etc.Plant records, inspecons, engineering changeCizen benefits, permits, tax, census, etc.0% 10% 20% 30% 40% 50% 60% 70% 80% 90%Paper FreeNot Paper-FreeWinning the Paper Wars- capture the content and mobilize the process troops©2013 AIIM - The Global Community of Information Professionals 12

or ROI of the project? (N=408)0% 20% 40% 60% 80% 100%Finance, accounts payable (invoices)Finance, accounts receivable (credit control)Contracts, procurement, shared-servicesCustomer correspondence, help deskNew applicaons, mortgages, members, accountsSpecific line-of-business, forms-based, externalOther internal processes, e.g., approvals, quality, etc.Case-based, claims, invesgaons, consultaonsPlant records, inspecons, engineering changeCizen benefits, permits, tax, census, etc.Internal HR: expenses, mesheets, on-boarding, etc.Logiscs, delivery, manifests, etc.Excellent Good Average PoorImplementationFigure 15: How are these capture processes mainly being implemented and interfaced?(N=276 multiple choice)IndustryWatchWinning the Paper Wars- capture the content and mobilize the process troops0% 10% 20% 30% 40%Standard feature of specific processapplicaon (e.g. finance system, HR, etc.)As part of an integrated ECM suiteDeveloped/assembled in-house largely asone-offMulple capture applicaons interfacedseparately to each applicaonStandard capture plaorm interfacedseparately to each applicaonStandard capture plaorm integrated toseparate workflow/BPM systemStandard capture plaorm with built-inworkflow/BPMOutsourced/SaaS©2013 AIIM - The Global Community of Information Professionals 13

the process? (N=276)IndustryWatch0% 10% 20% 30% 40% 50%Fed to the capture system andprocessed togetherProcessed separatelyd out and fed into the capture systemPrinted out and dealt with by handWe only have electronic formsWe only have paper formsWinning the Paper Wars- capture the content and mobilize the process troopswhat proportion of items are going straight through? (N=180, excl. 96 Don’t Know)90% ormore, 6%75% ofitems, 6%None, 19%50% ofitems, 7%33% ofitems, 8%20% ofitems, 12%15% ofitems, 7%10% ofitems, 17%5% of items,18%©2013 AIIM - The Global Community of Information Professionals 14

Project IssuesIndustryWatch(Max THREE) (N=276)Re-orienng staff/changemanagementIntegraon with other systemsDefining the processes clearlyConvincing management – makingthe business caseDealing with excepons/workflowflexibilityConvincing legal/compliance/financethat paper-free is OKTime taken to get up and runningMeasuring the overall improvements0% 20% 40% 60%Winning the Paper Wars- capture the content and mobilize the process troops©2013 AIIM - The Global Community of Information Professionals

(N=276)0% 20% 40% 60%Beer records for audit trail or complianceFaster customer responseBeer monitoring of status and workloadsReduced staff resourceFewer errorsIndustryWatchVisibility/access for non-process staffBeer management of exceponsImproved ability to outsource or load-shareprocess projects? (N=180, excl. 96 Don’t know)2 years, 19%More than 3years, 11%3 years, 4%3 months,7%6 months,14%Winning the Paper Wars- capture the content and mobilize the process troops18 months,15%12 months,29%©2013 AIIM - The Global Community of Information Professionals

Figure 21: Are forms and documents currently captured in any of the following places for use inyour key business processes? 0% 20% 40% 60% 80% 100%General employees at home or travellingField staff at homeField staff on road/mobilePremises of agents, reps or suppliersIndustryWatchCustomers/cizens on your premisesCustomers/cizens at homeCustomers/cizens on mobileNow Planned 12-18 Months NoDevices and Security(N=229, further 117 None of these/not applicable.)0% 5% 10% 15% 20% 25%Winning the Paper Wars- capture the content and mobilize the process troops“At home” scannersSelf-service scan-staons in retailbranches/shops/storesSmartphones and tablets – ad hoc/no appSmartphones – with appTablets – with appNone of these - but we would like toNone of these - we are wary ofsecurity©2013 AIIM - The Global Community of Information Professionals 17

Figure 23: Which of the following levels of security would be the minimum you would need beforeembarking on mobile capture? (N=280, excl. 58 N/A)Ruggedized/dedicated/locked-downtablet or deviceFully “encapsulated” on-device app,separate from all normal funcons0% 10% 20% 30%IndustryWatchEncrypon of on-device filesEnd-to-end validaon and delete-aersent(single-chain-of custody)SSL/VPN conneconsNot that concernedfunctions to your organization? (N=362)0% 20% 40% 60% 80% 100%Winning the Paper Wars- capture the content and mobilize the process troopsView access to ECM/content from mobile devicesEding and uploading documents to cloud/hybrid ECMEdit and upload documents direct to on-prem ECMCapture of photo images with the device cameraCapture of documents using the device camera to scanFilling in electronic forms using the device keypadInteracon with on-premise workflowsCapture of signatures as a photo imageCapture of signatures using stylusCapture of digital (encrypted) signaturesUsing Now Planned 12-18 Months Important for the Future Not Important©2013 AIIM - The Global Community of Information Professionals

(N=341)No improvement1.5x faster2x faster3x faster4-5x faster5-8x faster10x faster0% 5% 10% 15% 20% 25%IndustryWatchWinning the Paper Wars- capture the content and mobilize the process troops20x or more faster©2013 AIIM - The Global Community of Information Professionals

productivity of process staff in your organization? (N=341)0% 10% 20% 30% 40%No more producve10% more producve15% more producve20% more producveIndustryWatch33% more producve50% more producve75% more producve100% (twice as producve) or moreFigure 27: Thinking of all the potential processes where you could drive out paper using scanningthat goal? (N=341)50% there75% there 90% thereHaven’t evenstarted yetWinning the Paper Wars- capture the content and mobilize the process troops33% there20% there15% there5% there10% there©2013 AIIM - The Global Community of Information Professionals 20

Spending PlansFigure 28: How do you think your organization’s spending on the following products andapplications in the next 12 months will compare with what was actually spent in the last 12 months?IndustryWatch40% 20% 40% 60% 20% 80% 40% 100% 60%MFP’sDesktop scannersPortable scannersTable-top producon scannersFloor-standing mailroom scannersOCR/ICR applicaonsCapture systems/serversWorkflow/BPMInvoice automaon, AP/ARMobile capture appsOther mobile appsEnd-to-end mobile plaormsOutsourcingSpend Less About the same Spend MoreWinning the Paper Wars- capture the content and mobilize the process troops©2013 AIIM - The Global Community of Information Professionals 21

Conclusion and RecommendationsIndustryWatchRecommendationsWinning the Paper Wars- capture the content and mobilize the process troops©2013 AIIM - The Global Community of Information Professionals 22

Survey BackgroundOrganizational SizeIndustryWatchover 10,000emps, 20%11-100emps, 12%GeographyAustralia, NewZealand, 5%5,001-10,000emps, 11%1,001-5,000emps, 25%Middle East,Africa, S. Africa,4%101-500emps, 19%501-1,000emps, 12%Central/S.America, 3% Asia, Far East, 1%Winning the Paper Wars- capture the content and mobilize the process troopsOther Europe,9%UK & Ireland, 8%US, 56%Canada, 16%©2013 AIIM - The Global Community of Information Professionals 23

Industry SectorLife Science,Pharmaceucal, 2%Telecoms, Water,Ulies, 3%Engineering &Construcon, 3%Bureau/Outsource,3%Consulng Services,3%Retail, Transport,Real Estate, 4%Non-Profit, Charity,4%IT & High Tech —not ECM, 4%Manufacturing,Aerospace, Food,Process, 5%Educaon, 5%Healthcare, 5%Media,Entertainment,Publishing, 1%Legal andProfessionalServices, 6%Other, 6%Government &Public Services -Local/State, 15%Energy, Oil & Gas,Mining, 7%Government &Public Services -Naonal, 8%Finance/Banking,12%Insurance, 5%Job RolesIndustryWatchWinning the Paper Wars- capture the content and mobilize the process troopsBusinessPresident, CEO,ManagingDirector, 3% Other, 8%Consultant, 5%IT staff, 14%Line-ofbusinessexecuve,departmenthead or processowner, 10%Head of IT, 4%IT Consultant orProjectManager, 15%Head ofrecords/informaonmanagement,19%Records ordocumentmanagementstaff, 23%©2013 AIIM - The Global Community of Information Professionals 24

IndustryWatchWinning the Paper Wars- capture the content and mobilize the process troops©2013 AIIM - The Global Community of Information Professionals

Underwritten in part by:ABBYYIndustryWatchAlfrescoWinning the Paper Wars- capture the content and mobilize the process troops©2013 AIIM - The Global Community of Information Professionals

Underwritten in part by:AvokaTransaction Experience Management connects and integrates the needs and goals on both sides of a transaction —Why Avoka?Bottomline Technologies LtdIndustryWatchWinning the Paper Wars- capture the content and mobilize the process troopsbusiness systems to ensure information consistency andminimise costly manual interactionsCollect & integrate data & documents: establish earlyorganization reducing cost by re-using contentManage the communication lifecycle: engage with yourbrand©2013 AIIM - The Global Community of Information Professionals 27

Underwritten in part by:IBMIndustryWatchibml ® ® family ofWinning the Paper Wars- capture the content and mobilize the process troops©2013 AIIM - The Global Community of Information Professionals

Underwritten in part by:Iron MountainKofax plc® IndustryWatchWinning the Paper Wars- capture the content and mobilize the process troops©2013 AIIM - The Global Community of Information Professionals

Underwritten in part by:OPEX CorporationPerceptive Softwareenterprise search and integration products that connect unstructured printed and digital information acrossIndustryWatchWinning the Paper Wars- capture the content and mobilize the process troops©2013 AIIM - The Global Community of Information Professionals 30

Underwritten in part by:Zia Consulting Inc.Zia understands the importance of content to your success--with a focus on where your content comes frommortgage closing documentsOur solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--soIndustryWatchWinning the Paper Wars- capture the content and mobilize the process troops©2013 AIIM - The Global Community of Information Professionals 31

Capture TrainingProgramYour next step in winning the paper warsCourses ModulesInclude:Capture technologycomponents andfunctionalitycapture solutionsScanner options andcaseand role of databasebusiness processesIndustryWatchWinning the Paper Wars- capture the content and mobilize the process troopsAIIM (association mission is to ensure that information professionals understand the current and future challenges© 2013AIIMAIIM Europe©2013 AIIM - The Global Community of Information Professionals 32