How can I get rid of paper in my business processes?

1
©2014, AIIM, http://info.aiim.org/paper-wars
How Can You Get Paper out of
Your Business Processes?

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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
©2014, AIIM, http://info.aiim.org/paper-wars 5

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?

Déjà vu - 1
PAPER PERSISTENCE
12
WANT A (FREE) COPY
OF THE ORIGINAL
RESEARCH?
Click HERE…
http://info.aiim.org/paper-wars

13
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
● Déjà vu
● Legal Limbo
● Brand New
● Cloud Craziness
● Mash-up Madness

Déjà vu - 1
PAPER PERSISTENCE
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.)
Don’t
know,
4%
©AIIM 2014 -- N=365
Yes, 35%
No, 60%

Change management -- organizational.
Why do you think there is still paper in so many of your business
processes? (Max THREE)
47%
44%
43%
40%
29%
23%
18%
15%
14%
Lack of management initiatives or…
We need physical signatures on paper
Staff prefer paper for…
Lack of understanding of paper-free options
Suppliers and customers continue to send…
Legal admissibility will be compromised
It’s a major and potentially disruptive …
Paper provides a more reliable/…
Not cost-effective to provide suitable…
©AIIM 2014 -- N=325 ©2014, AIIM, http://info.aiim.org/paper-wars

Zombie paper – the Walking Dead
19
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.

Déjà vu - 1
PAPER PERSISTENCE
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?
37%
33%
21%
21%
16%
12%
7%
6%
4%
4%
11%
Legal
Finance
HR
General admin/operations
Senior execs/board level
R&D, Drawing Office
Sales
Marketing
IT
Delivery and Logistics
None
©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?
62%
37%
33%
26%
19%
19%
19%
19%
12%
Contracts and agreements
Invoices
Sales brochures/data sheets
Statements
Purchase orders
Receipts, remittance advices
Recruitment materials
Engineering, construction or…
Renewal/subscription/debit…
©AIIM 2014 – N=301
LEGAL
FINANCE/G&A
HR

How many of the documents that you scan are destroyed
23
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.

Déjà vu - 1
PAPER PERSISTENCE
24
INPUT IRREGULARITY

Input adhocracy reigns supreme.
9% 9% 18% 19% 45%
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
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
33% of invoices, 11%
invoices, 7%
90% of
invoices, 10%
invoices, 5%
50% of
66% of
invoices, 14%
75% of
invoices, 15%
100% 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.
31%
8%
13%
7%
34%
8%
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
©AIIM 2014 – N=275

Agenda
● Déjà vu
● Legal Limbo
● Brand New
● Cloud Craziness
● Mash-up Madness

Déjà vu - 1
PAPER PERSISTENCE
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…
9% 25% 34% 33%
Required
option for all
processes
Keen to
exploit
Recognize
importance,
but still not
planning
Not looking
to mobile

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?
0% 50% 100%
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
Yes, now Planned 12-18 months No
©AIIM 2014 – N=162, excl N/A

Mobile means more than phones.
1960 1970 1980 1990 2000 2010
Console Terminals PC Laptop Notebook
Source: George Parapadakis, IBM
Smart
Phablet
Direct
Connection
RS-232 Ethernet
Dial-Up
Modem
Broadband
3G / 4G
WiFi / Fibre
IT Only Specialist
Office
Worker
Mobile
Workforce
Any
Employee
Customers
Data Room
Location
Based
Company
Wide
Customer
Site
Home
Working
Anywhere
Device
Connectivity
User
Location
Mobility (Distance from Source)
Timeshare Multi-User
Client-
Server
Interface Web Apps

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
capture 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%
Still trying to
understand
where the
cloud fits,
21%
Have not
made a
decision with
respect to
running
capture in the
cloud, 21%
©AIIM 2014 – N=189, excluding 59 don’t knows ©2014, AIIM, http://info.aiim.org/paper-wars

Déjà vu - 1
PAPER PERSISTENCE
PERPLEXING PROCESSES
35

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.
23%
23%
30%
35%
12%
19%
13%
Paper is entrenched in the
business
Nobody is prepared to take
the initiative
Some individual offices go
paper-free; local decision
Patchy across geos and depts
Each dept/LOB decides -
implements in isolation
Depts and LOBs encouraged
to join common rollout
Common goal and the
business are committed to it

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.
44%
44%
35%
34%
32%
32%
31%
26%
14%
11%
10%
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

Déjà vu - 1
PAPER PERSISTENCE
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.
41
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
Twistage
Access VIA
$32M
$32M
Rich media
Retail DM
Saperion AG $72M ECM
PACSGEAR $54M Medical image mgmt, EHR
2014 Readsoft $251M Capture

Agenda
● Déjà vu
● Legal Limbo
● Brand New
● Cloud Craziness
● Mash-up Madness

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)
46%
34%
31%
31%
30%
29%
25%
7%
6%
4%
2%
-6%
-13%
Workflow/BPM
Other mobile apps
OCR/ICR applications
Mobile capture apps
Invoice automation,…
Capture…
End-to-end mobile…
Outsourcing
Portable scanners
MFP’s
Floor-standing…
Table-top production…
Desktop scanners

Business
Value
80% People
15%
Process
5%
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)
52%
47%
44%
33%
29%
24%
24%
15%
6%
Re-orienting staff/change management
Integration with other systems
Defining the processes clearly
Dealing with exceptions/workflow…
Convincing legal/compliance/finance…
Convincing management – making the …
Time taken to get up and running
Measuring the overall improvements
We had very few problems

Become a domain expert.
What are the most prominent inhibitors to achieving sales
quota?
13%
16%
21%
24%
26%
Insufficient leads
Poor sales skills
Too many products to know
An information gap re
industry and solutions
Inability to communicate
value/messages
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
Persistence
• Skeptics still abound
• Back office still a back water Legal Limbo
• Input adhocracy
• Invoice processing a good
example
Input
Irregularity
• Mobile capture priority, but
early
• Mobile = Decentralized
• Cloud strategies hazy
49
Cloud
Craziness
• 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

Déjà vu - 1
PAPER PERSISTENCE
50
WANT A (FREE) COPY
OF THE ORIGINAL
RESEARCH?
Click HERE…
http://info.aiim.org/paper-wars

How can I get rid of paper in my business processes?

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