The Business Case for Document Integrity

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The Business Case for Document Integrity - A presentation from Crawford Technologies Inc. - http://www.crawfordtech.com/

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The Business Case for Document Integrity

  1. 1. The Business Case for Document Integrity<br />A presentation fromCrawford Technologies Inc.<br />www.crawfordtech.com<br />Follow, Like and Join us at<br />about.me/CrawfordTechInc<br />
  2. 2. Definitions & Terms<br />The Problem<br />the business case couldn’t be built<br />The Two Drivers of Your Business Case:<br />Quantifiable Benefits<br />Costs<br />The Benefits of Document Integrity have Increased<br />The Costs of Document Integrity have Decreased<br />Conclusion & Wrap up<br />Agenda<br />
  3. 3. Definitions & Terms<br />ADF<br />“An architecture for efficiently and cost-effectively producing internal and external printed transaction documents”<br />“To ensure lower costs, higher quality, integrity and process controls”<br />
  4. 4. Definitions & Terms<br />ADF<br />Defined and named by Gartner in 1995 as:<br />Input – the data enters the ADF<br />Transformation & Integrated Output – production onto appropriate media<br />Delivery Preparation – documents are prepared for delivery to the recipient<br />Control & Reporting – production management of the ADF - sits over the other 3 modules<br />The Interfaces between the 4 modules<br />
  5. 5. ADF 2.0 (Gartner 2007) adds two new modules:<br />Document Design and Content Integration – Business rule design & placement of all variable data & messaging components<br />Response Management – Ongoing analysis of customer behaviors to maximize customer lifetime value<br />Definitions & Terms<br />
  6. 6. Definitions & Terms<br />Document Integrity:<br />A service level quality standard that transactional document production is measured against. It specifically measures the quantity of ‘co-mingles’ and other privacy related document production errors. It is measured in %, for example, “99.5% error free of document integrity errors”.<br /><ul><li> Integrity System
  7. 7. A system that uses camera technology to visually inspect the physical production of transactional customer documents. It monitors, tabulates and reports on all activities to significantly reduce errors.</li></li></ul><li>Definitions & Terms<br />Privacy Legislation<br />These are the laws that have been enacted in various countries that require organizations to protect consumers identity, their personally identifiable data and their privacy – these laws encompass transactional documents<br /><ul><li>A listing of the applicable international law is included at the end of this presentation
  8. 8. In response, many organizations are demanding significant “proof of process” reporting and evidence that appropriate processes, best practices and appropriate controls are in place.
  9. 9. This applies to internal operations and print service providers.</li></li></ul><li>Definitions & Terms<br />Regulatory considerations:<br />In addition to concerns over privacy legislation, companies also have a burden to ensure they do not fall foul of applicable regulations, especially those concerned with ‘proof of communication’ or ‘transparency’<br />Sarbanes-Oxley<br />CARD Act<br />BASEL II Accord<br />
  10. 10. Business cases for acquisition, installation and operation of a Document Integrity system have often failed to receive approval.<br /><ul><li>There are many reasons for this:
  11. 11. The cost of poor document integrity has not often been fully quantified
  12. 12. The cost to acquire a document integrity system has historically been very expensive.
  13. 13. The vendor fees to integrate, install and configure a document integrity system have traditionally been very expensive.</li></ul>The Problem<br />
  14. 14. The Two Drivers of your Business Case: Quantifiable Benefits & Costs<br />A traditional business case is typically measured either by its Return on Investment (ROI) or its Payback.<br /><ul><li>Payback measures how long it takes for the money outlaid for a project to be paid back due to the quantifiable monetary benefits received each month.
  15. 15. For example the Payback for a traditional Document Integrity project may be 15 months.</li></li></ul><li>The Two Drivers of your Business Case: Quantifiable Benefits & Costs<br />The Return on Investment compares the quantified monetary benefits against the rate of return that the organization could have received if they invested the money. <br /><ul><li>It is expressed as a percentage and is presented as an annual interest rate.
  16. 16. For example, the ROI for the Document Integrity Project is 12%.
  17. 17. Remember that your project will be measured financially against other projects in your organization and your project will be ranked against them using ROI, Payback or some other financial method.</li></li></ul><li>The Benefits of Document Integrity Have Increased<br />Properly quantifying the benefits of document integrity has been a weakness in many business cases in the past. <br /><ul><li>Does anyone want to share what they have used in the past?
  18. 18. Postage?
  19. 19. Overtime?
  20. 20. Production Costs?
  21. 21. Labor?
  22. 22. Other?</li></li></ul><li>The Benefits of Document Integrity Have Increased<br />Here are some useful statistics to help you with your business case:<br />The cost to reprint a document is as high as $5 per piece<br /><ul><li>Document Integrity reduces your labor costs due to manual handling, manual reconciliation, manual reporting and</li></ul> manual tracking processes – do your best to quantify this to support your business case<br /><ul><li>The costs to send apology letters
  23. 23. Performance penalties, if you are a service provider</li></li></ul><li>The Benefits of Document Integrity Have Increased<br />Here is another useful approach that is rarely used to help your document integrity business case.<br />Use lifetime value data as a part of your business case.<br />It is now widely acceptable and adds significant benefit to your business case.<br />Your Marketing department likely uses Customer Lifetime Value for their business cases today. This data includes:<br />The average revenue and profitability for each of your customers over the time they are your customer<br />The cost it takes to acquire a new customer<br />The average increases in revenues and profitability over time.<br />The average revenues and profitability due to references to family and friends<br />
  24. 24. The Benefits of Document Integrity Have Increased<br />For example:<br />your customer is not profitable until year 4 and then profitability accumulates quickly due to cross purchasing, upgrading and by recommending your companies products and services to friends and family<br />So what happens when a customer leaves after 3.5 years due to a privacy breach?<br />You have lost money on that customer and the replacement customer will lose you money once you acquire them<br />Customer Lifetime Value will strengthen your business case.<br />
  25. 25. The Benefits of Document Integrity Have Increased<br />Customer Lifetime Value – costs and profits<br />“It costs a wireless phone company at least $300 to acquire a consumer client and upwards of $60,000 to acquire a corporate client” - Peppers & Rogers<br />“A 5% increase in customer loyalty can translate to a 75% increase in profitability” - Gartner Group<br />“It costs 5 to 10 times as much to get a customer than to keep a customer” - Harvard Business School<br />Customer Lifetime Value for the banking industry runs at between $140 to $220 per client (profit) - Database Marketing Institute<br />Customer Lifetime Value for the insurance industry runs at around $5,500 per client (profit) - University of Groningen<br />
  26. 26. Costs Have Come Down<br />New Document Integrity systems are now available at costs that are significantly lower than in the past<br />Costly upgrades to intelligent inserters are not required. <br />Long, complex installation projects are not required. <br />Large professional services bills can be avoided.<br />These systems automatically reprint damaged pieces.<br />These systems can automatically improve production efficiency<br />These systems can automatically prepare your existing work for an integrity system. Add barcodes, create tracking files, etc.<br />These systems significantly reduce document integrity errors with Six Sigma-class document integrity quality rates!<br />
  27. 27. Conclusions and Wrap Up<br />The quantifiable benefits of reducing document integrity errors are now more measurable than ever. <br />You can now improve the monetary benefits aspect of your Payback and ROI calculations by including lifetime value data and by including new efficiency gains <br />The one time capital costs and professional services fees have come down significantly, as have the ongoing maintenance and support fees.<br />Reduced Costs and Increased Monetary Benefits mean that you can now have a winning business case! <br />Now is the time to rebuild your business case to improve document integrity in your organization. Make sure this is in your budget for next year! <br />
  28. 28. US and International Privacy Laws<br />State, Federal and International Privacy Laws - Courtesy of: White Space Marketing. Inc. <br />The following list contains a number of US Federal privacy related laws:<br />Americans with Disabilities Act (ADA) - Primer for business. <br />Cable Communications Policy Act of 1984 (Cable Act) <br />California Senate Bill 1386 (SB 1386) - Chaptered version. <br />Children's Internet Protection Act of 2001 (CIPA) <br />Children's Online Privacy Protection Act of 1998 (COPPA) <br />Communications Assistance for Law Enforcement Act of 1994 (CALEA) - Official CALEA website. <br />Computer Fraud and Abuse Act of 1986 (CFAA) law summary. Full text at Cornell <br />Computer Security Act of 1987 - (Superseded by the Federal Information Security Management Act (FISMA)<br />Consumer Credit Reporting Reform Act of 1996 (CCRRA) - Modifies the Fair Credit Reporting Act (FCRA). <br />
  29. 29. US and International Privacy Laws<br />The following list contains a number of US Federal privacy related laws (continued):<br />Controlling the Assault of Non-Solicited Pornography and Marketing (CAN-SPAM) Act of 2003 law overview. Text of law at Cornell library <br />Electronic Funds Transfer Act (EFTA) Summary <br />Fair and Accurate Credit Transactions Act (FACTA) of 2003 <br />Fair Credit Reporting Act (Full Text). <br />Federal Information Security Management Act (FISMA) <br />Federal Trade Commission Act (FTCA) <br />Driver's Privacy Protection Act of 1994 . Text of law at Cornell <br />Electronic Communications Privacy Act of 1986 (ECPA) <br />Electronic Freedom of Information Act of 1996 (E-FOIA) Discussion as it related to the Freedom of Information Act.<br />
  30. 30. US and International Privacy Laws<br />The following list contains a number of US Federal privacy related laws (continued):<br />Fair Credit Reporting Act of 1999 (FCRA) <br />Family Education Rights and Privacy Act of 1974 (FERPA; also know as the Buckley Amendment) <br />Gramm-Leach-Bliley Financial Services Modernization Act of 1999 (GLBA) <br />Privacy Act of 1974 - including U.S. Department of Justice Overview <br />Privacy Protection Act of 1980 (PPA)<br />Right to Financial Privacy Act of 1978 (RFPA) <br />Telecommunications Act of 1996 <br />Telephone Consumer Protection Act of 1991 (TCPA)<br />Uniting and Strengthening America by Providing Appropriate Tools Required to Intercept and Obstruct Terrorism Act of 2001 (USA PATRIOT Act) <br />Video Privacy Protection Act of 1988 discussion and overview. Text of law at: Cornell Law Library<br />
  31. 31. US and International Privacy Laws<br />The following list contains a number of international privacy related laws by country and region. <br />Argentina: Personal Data Protection Act of 2000 (aka Habeas Data) <br />Austria: Data Protection Act 2000, Austrian Federal Law Gazette part I No. 165/1999 (Datenschutzgesetz 2000 or DSG 2000).<br />Australia: Privacy Act of 1988 <br />Belgium: Belgium Data Protection Law and Belgian Data Privacy Commission Privacy Blog <br />Brazil: Privacy currently governed by Article 5 of the 1988 Constitution. <br />Bulgaria: The Bulgarian Personal Data Protection Act, was adopted on December 21, 2001 and entered into force on January 1, 2002. More information at the Bugarian Data Protection Authority <br />Canada: The Privacy Act - July 1983 Personal Information Protection and Electronic Data Act (PIPEDA) of 2000 (Bill C-6) <br />Chile: Act on the Protection of Personal Data, August 1998 <br />
  32. 32. US and International Privacy Laws<br />The following list contains a number of international privacy related laws by country and region. <br />Colombia: Two laws affecting data privacy - Law 1266 of 2008: (in Spanish) and Law 1273 of 2009 (in Spanish) Also, the constitution provides any person the right to update their personal information <br />Czech Republic: Act on Protection of Personal Data (April 2000) No. 101 <br />Denmark: Act on Processing of Personal Data, Act No. 429, May 2000. <br />Estonia: Personal Data Protection Act of 2003. June 1996, Consolidated July 2002. <br />European Union: European Union Data Protection Directive of 1998 <br />EU Internet Privacy Law of 2002 (DIRECTIVE 2002/58/EC) With a discussion here. <br />Finland: Act on the Amedment of the Personal Data Act (986) 2000. <br />France: Data Protection Act of 1978 (revised in 2004) <br />
  33. 33. US and International Privacy Laws<br />The following list contains a number of international privacy related laws by country and region. <br />Germany: Federal Data Protection Act of 2001 <br />Greece: Law No.2472 on the Protection of Individuals with Regard to the Processing of Personal Data, April 1997. <br />Guernsey: Data Protection (Bailiwick of Guernsey) Law of 2001 <br />Hong Kong: Personal Data Ordinance (The "Ordinance") <br />Hungary: Act LXIII of 1992 on the Protection of Personal Data and the Publicity of Data of Public Interests (excerpts in English). <br />Iceland: Act of Protection of Individual; Processing Personal Data (Jan 2000) <br />Ireland: Data Protection (Amendment) Act, Number 6 of 2003 <br />India: Information Technology Act of 2000 <br />Italy: Data Protection Code of 2003 Italy: Processing of Personal Data Act, January 1997 <br />Japan: Personal Information Protection Law (Act) (Official English Translation) Law Summary from Jonesday Publishing <br />Japan: Law for the Protection of Computer Processed Data Held by Administrative Organs, December 1988. <br />
  34. 34. US and International Privacy Laws<br />The following list contains a number of international privacy related laws by country and region.<br />Korea - Act on Personal Information Protection of Public Agencies Act on Information and Communication Network Usage <br />Latvia: Personal Data Protection Law, March 23, 2000. <br />Lithuania: Law on Legal Protection of Personal Data (June 1996) <br />Luxembourg: Law of 2 August 2002 on the Protection of Persons with Regard to the Processing of Personal Data. <br />Malaysia - Common Law principle of confidentiality Draft Personal data Protection Bill (Not finalized) Banking and Financial Institutions Act of 1989 privacy provisions. <br />Malta: Data Protection Act (Act XXVI of 2001), Amended March 22, 2002, November 15, 2002 and July 15, 2003 <br />Morroco: Data Protection Act <br />Netherlands: Personal Data Protection Act 2000 <br />New Zealand: Privacy Act, May 1993; Privacy Amendment Act, 1993; Privacy Amendment Act, 1994 <br />Norway: Personal Data Act (April 2000) - Act of 14 April 2000 No. 31 Relating to the Processing of Personal Data (Personal Data Act) <br />Philippines: No general data protection law, but there is a recognized right of privacy in civil law. <br />
  35. 35. US and International Privacy Laws<br />The following list contains a number of international privacy related laws by country and region. <br />Romania: Law No. 677/2001 for the Protection of Persons concerning the Processing of Personal Data and the Free Circulation of Such Data <br />Poland: Act of the Protection of Personal Data (August 1997) <br />Portugal: Act on the Protection of Personal Data (Law 67/98 of 26 October) <br />Singapore - The E-commerce Code for the Protection of Personal Information and Communications of Consumers of Internet Commerce. Other related Singapore Laws and E-commerce Laws . <br />Slovak Republic: Act No. 428 of 3 July 2002 on Personal Data Protection. <br />Slovenia: Personal Data Protection Act , RS No. 55/99. <br />South Korea: The Act on Promotion of Information and Communications Network Utilization and Data Protection of 2000 <br />Spain: ORGANIC LAW 15/1999 of 13 December on the Protection of Personal Data <br />
  36. 36. US and International Privacy Laws<br />The following list contains a number of international privacy related laws by country and region.<br />Spain: ORGANIC LAW 15/1999 of 13 December on the Protection of Personal Data <br />Switzerland: The Federal Law on Data Protection of 1992 <br />Sweden: Personal Data Protection Act (1998:204), October 24, 1998 <br />Taiwan: Computer Processed Personal data Protection Law - applies only to public institutions. <br />Thailand: Official Information Act (1997) for state agencies. ( Personal data Protection bill under consideration.) <br />United Kingdom: UK Data Protection Act 1998 Privacy and Electronic Communications (EC Directive) Regulations 2003 official text, and a consumer oriented site at the Information Commissioner's Office. <br />Vietnam: The Law on Electronic Transactions 2008 <br />
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