This document summarizes a keynote presentation about paper reduction and process transformation. It addresses 7 questions and provides data points on this topic. Some of the key points made include: 1) Paper problems are still common in many organizations and reducing paper can provide quick wins and ROI. 2) Accounting/finance and digital mailrooms are good areas to start reducing paper. 3) Information capture involves more than just scanning - it must address inputs from multiple channels. 4) Mobile is increasingly important but many organizations have not fully implemented mobile strategies. 5) Case management is critical to address multiple systems and provide consistent customer information handling. 6) A clear information strategy is needed to address legal and regulatory compliance issues across paper, mobile, cloud,

1. Keynote: 7 questions you should ask --
and 21 data points you need to know --
about paper reduction and process
transformation

2. 2
• CMO & VP, AIIM
• Marketing Technologist
by day
• Foodie & Wino by night
• Born/raised in San
Antonio
• @pwwinton
• pwinton@aiim.org

3. AIIM mission: Improve organizational performance by
empowering a community of leaders committed to
information-driven innovation.

4. AIIM mission: Information is your most valuable
business asset. We show you how to manage it wisely.

5. There have been five main eras in managing the
people/process/information intersection.
Paper
Micro-
graphics
ERP
DM and
Workflow
ECM

6. Paper
Pre 1960s
Centuries of
best practice
Documents
at core
Archive
focused
Micrographics
1960s & 70s
Small # of
vendors;
paper proxy
Single HW
technology
Defined user
universe
ERP
1980s
Documents
still often
paper
Sale to C-
Suite
Expensive
and complex
DM & Workflow
1990s
PCS, LANs,
and
Documents
Mission
critical
processes
Document
specialists
ECM
2000s
Suites and
acquisitions
“Enterprise”
layer
SharePoint
emergence

7. We are now beginning the transition to a
sixth era in managing people, processes,
and information caused by 3 disrupters.
Paper
Micro-
graphics
ERP
DM and
Work-
flow
ECM ???

8. CONSUMERIZATION is transforming what users
expect from applications and how we deliver them.
We are now in the era of user-centric IT.

9. CLOUD AND MOBILE are creating an expectation of
anywhere, anytime access and transforming how we
engage with customers and employees.

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

11. Mancini’s Law…
Organizations are systems of
information networks. They only
operate effectively when there are clear
and predictable information flows within
and between these networks.
50% annual growth in the volume of
digital information means that these
networks – and especially the points of
connection between them – will become
increasingly unstable.
Without intervention, the resulting
#infochaos will threaten the viability of
the entire system.
Traffic jam, Sao Paolo, Brazil, 2009

12. Welcome to the era of many
ECM flavors.

13. Many
flavors
of ECM
Big process
flows
Sync and
share
Start with
the MFP
SaaS
process
silos
Customer
Exp Mgmt
Meat and
potatoes
Double
down on SP
Keep me
out of jail

14. 1 -- Why should you care about paper reduction
and process transformation?
The speed of
business is
accelerating.
68% say that business-at-the-speed-
of-paper will be “unacceptable in just
a few years’ time.”
Paper problems
at the core.
Only 17% work in a paper-free office.
31% admit their office is piled high with
paper documents and paper processes.
Management
still not focused
on the problem.
39% feel there is a general lack of
understanding of paper-free options.

15. 2 -- In what kinds of processes can a focus on
paper reduction generate quick wins?
Paper reduction
yields quick results.
60% of users have seen ROI on their
paper-free projects within 12 months,
and 77% within 18 months.
Start with
Accounting/Finance.
40% report that more than half of their
invoices are delivered electronically - but
35% agree that most get printed anyway.
Eliminate paper at
the door.
38% of users show an ROI from digital
mailrooms within 12 months, and 60%
within 18 months.

16. 3 -- Why is information “capture” and creation
more than scanning documents into an archive?
Documents
inevitably
multiply.
On average, 35% of scanned documents are
100% born digital -- unchanged from printer to
scanner.
The number and
form of inputs
accelerating.
40% -> “We deal with multi-channel content in
an ad hoc way.” 35% are likely to print electronic
inbound info and process as paper.
Capturing and
managing
inputs a key
problem.
For 67% of respondents, half or more of their
main LOB processes involve connecting multi-
channel content to one managed process.

17. 4 -- How is mobile changing how you capture
and create process-based content?
Mobile is
increasingly
core to business
strategy.
Two thirds recognize the importance
of mobile devices for content access
and data capture.
But mobile
intentions don’t
match mobile
reality.
24% are not looking at any mobile
projects and 39% are still in the
planning stage.
New rich
metadata
sources.
Mobile data sources are all about
automatic metadata – where, when,
and by whom.

18. 5 -- What is “case management” and why is it
critical?
The repository
problem not
going away.
52% have three or more ECM/DM/RM
systems. 22% have five or more (38% of
the largest).
Organizations
lack a consistent
strategy for
customer info.
30% have some degree of integrated multi-
channel inbound communications, but only
5% are auto-routing to multiple processes.
Unpredictable
process are the
norm.
For 51% of the organizations polled, half or
more of their business processes are not
straightforward or predictable.

19. 6 -- How should you handle paper, mobile, on-
premise, and cloud information so you don’t get
in trouble with the lawyers?
Even in advanced
organizations, a
lot of chaos still
exists.
62% are still strongly reliant on their file-
shares.
A strategy and
infrastructure
are the first
steps.
75% agree that ECM/RM is a fundamental
part of their information security regime.
Creating an info
strategy achieves
TWO core
objectives.
58% -> case handling very important to
customer experience management. 67%
-> for legal and regulatory compliance.

20. 7 -- How should mobile/cloud change the way
you develop content and deploy processes?
Get moving, or
risk the business
proceeding
without you.
71% of individuals -> “Let’s move ECM content to
the cloud.” -- For their organizations, 48% in favor
of cloud, 28% resolutely against, and 28% with no
decision made as yet.
There is a shift
toward
platforms with
greater agility.
Per Forrester, “Firms are turning to new, ‘low-code’
application platforms that accelerate app delivery
by dramatically reducing the amount of hand-
coding required.
You need to get
to the line of
business
people.
In 40% of organizations, line of business heads and
departmental managers are deemed responsible
for “radical process review” – despite variable
expertise and motivation.

21. Closing Keynote: 6 Steps to
Process Improvement
Nirvana

22. 1 -- ECM is morphing into multiple flavors
and solutions. Remember to breathe.
• Big process flows players
• Sync and share players
• It’s all about the MFP players
• Start with a cloud app players
• Meat and potatoes ECM
players
• Double down on SP players
• Keep me out of jail players

23. 2 - Adopt a process, not a technology,
mindset.
• Look at how paper
enters your
business, where it
slows things down,
where it clogs up
the workspace, and
where it restricts
information access
and process
flexibility.

24. 3 – Think globally, act locally.
• Implement quick wins where electronic copies are being
habitually printed as part of the workflow – for reference, for
review, for signatures, or for file copies. If you have no
existing paper-free processes, pick one to trial – AP perhaps
– but be careful not to produce a single-point system with
limited expansion.

25. 4 - Don’t try to do it yourself – or at
least get some help.
• If you are unsure of
your expertise, get a
team member trained,
or if you need some
external input, consult
a document process
outsourcer and tap
into their experience in
your industry.

26. 5 - Be specific about your content strategy.
• Organizations at large
scale will never rip
out old systems and
consolidate on a
single one. Small
organizations –
especially those in
green field
environments – DO
have an opportunity
to standardize.
Neither strategy is
good or bad, but you
do need to pick one.

27. 6 – Ask yourself:
Does your ECM solution
still fit?
• Can your legacy systems REALLY
handle rapid process iteration
and process agility?
• Are your current ECM systems
truly fit for purpose?
• Or do you need to start over?

28. Where should knowledge workers put their
“stuff” so that it is…
1. secure, shareable, and searchable so the
ORGANIZATION can accomplish its
goals
and…
2. useful to THEM in getting THEIR job
done. (It works the way THEY work).

29. Don’t despair.

30. New Paper Free Industry Study