Kofax White Paper



What You Need to Know About
Developing an Outcome Based
Global Delivery Network for
Document Processi...
White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Serv...
White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Serv...
White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Serv...
White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Serv...
White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Serv...
White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Serv...
White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Serv...
White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Serv...
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Document Processing Services - Swiss Post Solutions Whitepaper

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What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Services.

In today’s economy, outsourcing service providers are under more pressure than ever to demonstrate to customers the business value enabled by their solutions. They can no longer rely primarily on labor arbitrage; clients want deeper cost savings from end-to-end solutions and automating complex business processes. At the same time providers need to enable globalisation and must standardise processes across geographic and business unit boundaries.

Leading providers of document process outsourcing (DPO) services seek to envelop these requirements within the following five major objectives for their client offerings:
1. A standardised, unified global delivery network
2. Best-in-class, scalable, secure technology
3. Lowest cost of ownership
4. An outcome based solution and pricing
5. Proven ability to consistently meet service level agreements (SLA)


Visit http://www.swisspostsolutions.com to learn more about our solutions.

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Transcript of "Document Processing Services - Swiss Post Solutions Whitepaper"

  1. 1. Kofax White Paper What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Services Executive Summary In today’s economy, outsourcing service providers are under more pressure than ever to demonstrate to customers the business value enabled by their solutions. They can no longer rely primarily on labor arbitrage; clients want deeper cost savings from end-to-end solutions and automating complex business processes. At the same time, providers need to enable globalization and must standardize processes across geographic and business unit boundaries. Leading providers of document process outsourcing (DPO) services seek to envelop those requirements within the following five major objectives for their client offerings: 1. A standardized, unified global delivery model. 2. Best-in-class, scalable, secure technology. 3. Lowest total cost of ownership. 4. An outcome based solution and pricing. 5. Proven ability to consistently meet service level agreements (SLAs).
  2. 2. White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Services • Page 2 Although many providers encounter challenges and extracted and transformed data directly into business high costs in developing such a solution, Swiss Post systems. Moving from scan-to-archive to scan-to- Solutions, a leading provider of document outsourcing process profoundly changes the strategic importance of services, overcame the challenges and successfully capture, as it allows companies to expand their capture developed an outcome based, unified, global delivery solutions from departmental niche applications to a network for document processing. The solution, which is standardized enterprise-wide approach. underpinned by the Kofax Enterprise Capture Platform, • Accelerate transactions. This enables faster, fact achieves all of the objectives and requirements described based business decisions and also increases customer above for Swiss Post Solutions and its clients. satisfaction. This paper provides a detailed look at the customer Add to the list: clients’ desire for outcome based requirements, strategy and success factors in developing solutions. In this model, synergies between tasks an outcome based, unified, global delivery network for enable higher performance and drive savings and document processing. The paper also presents a case thus lower the total cost of ownership (TCO) for DPO study of Swiss Post Solutions and Kofax successfully providers’ clients. deploying a solution to deliver document processing services for one of the world’s leading financial Findings from Outcome Based Unified institutions. The case study clearly outlines the aspects Gartner research Global Delivery Network that DPO providers need to take into account up front in reported in Solution for Document developing such a solution. Computer Weekly Processing (May 5, 2010) Outcome based – Establishes How a Unified Global Delivery pointed out that certainty of business results, and Network Solves Companies’ Business service providers pricing model removes uncertainty Challenges in Document Processing that focused on around costs Organizations need solutions for the following pain business outcome points, and DPO providers must address these solutions during Unified, global – Ability to requirements in their document processing solutions: the economic cost-effectively onboard and • Improve productivity and reduce operational costs. turmoil over the distribute content from anywhere Instead of document capture occurring only at the end prior two years in an organization, regardless of a process, technology now enables early capture were more of document type, manual or operations. This results in eliminating paper as soon successful in electronic medium, format, as it enters the organization, reducing points of failure, growing their language or geographic location accelerating business processes, improving customer market share even End to end – From document service and shifting resources away from tedious labor with the economic creation to content management, intensive tasks to higher value activities. uncertainties. production, distribution and • Take an enterprise-wide approach to automating business intelligence business processes. Early capture immediately delivers
  3. 3. White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Services • Page 3 However, historically, it was difficult for most providers to Kofax’s market leading enterprise capture platform achieve success in an outsourced outcome based model. enables Swiss Post Solutions to provide a unified What has changed the picture? Providers have invested global delivery network, providing several competitive in developing vertical solutions, platforms and other advantages, including: enabling infrastructure, thus increasing their ability to • Greater flexibility and ability to react to client changes. impact outcomes. The Kofax technologies and platform • Ability to utilize technology for process improvement as are an excellent example of such investments and were opposed to labor arbitrage. key in developing Swiss Post Solutions’ Document • Ability to make decisions Providing Services Platform (DSP). on how to add value and actionable deliver it to the chosen information is a Figure 1 shows how the Kofax Enterprise Capture stronger value workflow according to SLA Platform enables cost effective, end-to-end, document proposition than requirements. processing and business process automation. doing the work at • Ability to speed up a low cost. business process. Kofax Technology: Accelerates business transactions by simplifying and/or eliminating as much human interaction/intervention as possible Our IDR products Our business process automation platform routes, authorizes, and identify and separate mitigates exceptions that arise within the overal A/P invoice process business content, and extract and validate relevant metadata Our communication products from the business help organizations interact with content content initiators, for confirmation or exception processing Business Start Transaction End Capture Identify Route & Approve Confirm Transaction Complete Transaction Content Content Content or Mitigate Exception & Archive Content Our capture products Our communication and Our capture products ingest incoming business collaboration products send archive business content content/communications and documents and/or messages for shared access or drive business processes between knowledge workers compliance Figure 1: Kofax Enterprise Capture Platform
  4. 4. White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Services • Page 4 The following case study describes how Swiss Post The DPO Provider Approach and Solutions, working in collaboration with Kofax, deployed Solution Technology its document processing solution in one of the world’s Acting to fulfill its leading financial institutions. vision for an outcome DSP Supporting Technology based, unified, global The Swiss Post Solutions Vision • Common operations delivery network, Swiss Post Solutions took note of the trends in what its across markets. Swiss Post Solutions’ customers wanted an outsourcing solution to address: • Fully digitalized post-in. DSP couples the • Providing geographical coverage of services. • Common scan-on–demand. document services • Supporting the increase in multinationals and markets • Common records it has traditionally coming together (especially Europe and U.S.) in management systems offered to its clients relatively mature industries that were operating at (indexing, retention, with the necessary different speeds in different countries and looking for destruction policies, etc.). technology to deliver lower costs. a comprehensive • Packaging a platform SPS Document New technology platform to Processing Solution approach for and services, thus bundle client applications and A modular platform automating document eliminating the service delivery into a single consisting of preferred processes on an need for customers secure platform. technology, based extensively enterprise scale. to worry about but not exclusively around technologies. Enterprises face three major hurdles when a DPO the Kofax Enterprise Capture • Providing a roadmap provider deploys a solution: a large acquisition of IT, Platform. The “black box”- for transformation implementation, and integration with existing processes. packaged services resolve – How quickly security and compliance Kofax offers a robust, scalable, modular platform, with could Swiss Post issues, making it easier integration capabilities, monitoring and traceability. It Solutions achieve to get to outcome based underpins the business architecture that addresses these transformation and services. three challenges. Specifically, it has these characteristics: drive the customer’s outcome? • Enables delivery quickly and efficiently. • All services are already configured and customized Swiss Post Solutions recognized it needed to develop (Swiss Post Solutions customers don’t need their own a common platform with a universal way of delivering IT infrastructure in their various locations). services and enabling information transformation • Low cost (because of low risk). across geographic boundaries – a unified global delivery • Repeatable. network. The result was the Document Services Platform • Enables scan-to-process (beyond scan-to-archive). (DSP). • Multi-channel input: paper, e-mail, fax, e-docs, PDFs and SMS.
  5. 5. White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Services • Page 5 • Breadth of platform: capture, classify, validate, and With the DPS in place, Key Success Factor deliver across geographical boundaries. Swiss Post Solutions for DPO Providers • Routing of documents in the capture workflow to could take a service The provider’s ownership appropriate operators. driven (rather than of the platform avoids • All deployments on virtual servers (local and data technology driven) constraints in rolling out center) using VMware running on HP blades. approach with its clients a solution because there • Each local system can run any language. and advise them, “This is no need for the DPO • Enterprise deployment allows all of the local scanning is where we believe you provider’s customer to operations to link to multiple data centers. need to go to meet your influence the technology • Remote management. business needs. ” to be used in the • Self-learning technology, automating the process of solution. learning new document sets. Figure 2: Swiss Post Solutions Document Processing Solution
  6. 6. White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Services • Page 6 Implementing the Solution Swiss Post Solutions and its client took their Having developed the basic solution, Swiss Post developed blueprint structure to solution before Solutions took it a step further and scaled up the solution signing the agreement for services; this enabled for the specific needs of its client, a global insurance rapid implementation and quick rollout of services. company that sought to transform its information The solution was rolled out in four countries initially. processes across multiple geographies. The client had A phased implementation was required due to the previously considered other vendors’ infrastructure challenges of different languages and getting connections processes and architectures for a complete document in each country. Each element of the solution was tested life cycle but found them all lacking. extensively up front to ensure the technology would work with the client’s service level requirements and be Swiss Post Solutions consulted with the client to get updatable for evolving needs. clarity on how work needed to be structured at the organization and what technology features would be Though implementation was phased, Swiss Post needed to support that. Requirements were: Solutions was able to roll out the solution within just • Transformation of all elements of the document a few weeks because there was no need to deploy management life cycle to a centralized services separate technology. The solution is configured and architecture in each of 8 European countries, including installed remotely; the services in the technology stack managing third parties. are virtual and can be quickly connected to the Swiss • Conversion of a large number of disparate systems and Post Solutions network. a large number of users to digital processes. Solution Benefits • Integration of document services while aligning the Benefits of Swiss Post Solution’s unified, global delivery solution in different ways for distributed capture and network for document processing include: distributed deployment. • More than a scanning system, it can take input from • Support for both physical (mailroom), digital and anywhere, process it through a server, make a decision complementary services. about what the document is, then route it according to • Scanning, indexing, filing, archiving and standardization language or other criteria. of data conversion. • It enables standardizing the process and routing work • Standardized document processing platform to feed across the various centers back office systems. • It enables a standardized operating model that allows a Swiss Post Solutions created a framework of services, lift-and-drop model to various geographies. which could be configured and deployed to support • Don’t need to maintain local knowledge. specific country or business unit requirements, all • Can route a document from one location to another, accessible through the same platform that has been as contracts require. designed to be scalable and flexible in response to • Can maintain centralized knowledge processing evolving changing business needs. centers. • Can rapidly deploy new centers based on standardized build.
  7. 7. White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Services • Page 7 • It enables a DPO standard operating model and achieving it. It requires strong leadership to deliver and eliminates end customers’ need for multiple scanning successfully drive change in the way users think of the applications running different processes at multiple sites delivery of document services. The degree of change in various geographic regions. is easier to manage within geographic boundaries. Pan- • It enables moving from scan-to-archive to scan-to- European or global deals are far more challenging. process. The bottom line: the One of the world’s Factors Influencing Two other benefits of a DPO provider’s client leading financial Solution Success unified, global delivery institutions had 22 needs to be able to • Recognizing cultural network are productivity different systems for drive change and readiness and current and costs. By applying scanning; now it has know its own ability to model and aligning the standardized just one standardized drive from aspiration outsourcing strategy approach of the DSP to input model – to conclusion. If they appropriately. other contracts, Swiss through Swiss Post have a clear approach • Identifying the readiness Solutions. Post Solutions is seeing to achieving their end (and weaknesses) of productivity gains of 30 goal and have top-down existing policies that percent or more because of ownership of the platform, influences on how the support/underpin the automation and globalization. As the DPO provider’s organization focuses on initiative. total cost of ownership reduces, it can reduce its clients’ the issues and benefits, • A governance model that costs. there will be fewer has as its centerpiece change management a transparent, Building the Business Case and challenges. performance based Successfully Turning a Vision into contract. Reality The Kofax Enterprise (Source: AIIM) DPO providers like Swiss Post Solutions want to drive Capture Platform was the business outcome for their clients. So why hasn’t key to getting from the such a unified global delivery network solution been vision to the Swiss Post Solutions DSP solution, because developed before? The reason is that value in outsourced the platform resolves problems in change management solutions is always impacted by a customer’s capability with a large number of users, especially when they are and the speed at which it can change. geographically dispersed. Change management is the biggest risk factor in implementing an outcome based, unified, global delivery network solution. There will be an impact on the client’s internal processes (such as electronic information going in different directions at once), and although many organizations talk about document management, they have not fully embraced the change involved in
  8. 8. White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Services • Page 8 Conclusion When a DPO provider applies the Kofax technology to In addition to the Enterprise Capture Platform, Swiss develop and support a unified. global delivery network, it Post Solutions selected Kofax because it possessed gives the provider the following capabilities: key attributes that Swiss Post Solutions sought in a • Provides a capture infrastructure and platform across technology provider. Kofax was focused on a specific multiple countries, locations and languages (thus also area of technology and will continue to invest in enabling the provider’s client’s business transformation). components for its technology. The company is global • Enables delivery of services from any environment in nature. It is a DPO service provider itself, so it (managed services, client’s document center, etc.). understands and embraces the concept of services. • Enables routing of documents by workstream, language The two companies also enjoy a cultural fit, and Swiss or various other factors. Post Solutions and Kofax share common views on the • Creates a standardized operating model, with maximum evolution of DPO market. automation so the provider does not need to maintain local knowledge of the process or local staffing. Results of developing When two service • Gives greater agility to react to clients’ changing provider companies an outcome based, business needs. join efforts to unified, global delivery • Enables an outcome based solution that allows the create a solution, network for document it is crucial for provider to offer a more sophisticated outcome based processing. To address them to develop pricing model as opposed to an input based model. trends in its clients’ a commercial and • Provides the ability to add more value for customers needs, Swiss Post relationship model (delivering more than a scanned image). Solutions sought to to ensure they work standardize processes together without An important factor is that the global delivery network competing. not only meets the needs of a DPO provider’s existing across geographic and business unit clients but also results in the ability to work in boundaries and reduce operating costs by consolidating conjunction with organizations to jointly develop new and centralizing services. These are also two of the top document processes, to identify potential areas for five trends identified in findings of AIIM research on consolidation and standardization and to simultaneously customers’ requirements for outsourcing solutions. develop the supporting business case. The Kofax Enterprise Capture Platform enabled these objectives but also was central to enabling an outcome based solution. Because the technology avoids the traditional approach, it provides a shortcut to implementation, allowing the DPO provider to deliver value quicker and employ an outcome based model.
  9. 9. White Paper • What You Need to Know About Developing an Outcome Based Global Delivery Network for Document Processing Services • Page 9 About Swiss Post About Kofax Swiss Post Solutions offers a comprehensive range Kofax plc (LSE: KFX) is the leading provider of document of document outsourcing services. Whether letters, driven business process automation solutions. For documents, print media, logistics, direct marketing or more than 20 years, Kofax has provided award winning dialogue solutions, from cost-effective standardised solutions that streamline the flow of information individual services, through to specifically tailored throughout an organization by managing the capture, all-in-one solutions, you will find we are a partner to transformation and exchange of business critical rely on. information arising in paper, fax and electronic formats in a more accurate, timely and cost effective manner. With some 7,500 people working for us across Europe, These solutions provide a rapid return on investment North America, the Middle East and Asia we can offer to thousands of customers in financial services, you access to a logistics network that spans the globe. government, business process outsourcing, healthcare, As a group Swiss Post Solutions provides physical supply chain and other markets. & digital solutions across 14 countries and in 2008 processed in excess of 300 million images, handled 3.2 Kofax offers scalability from departmental to enterprise million calls, delivered over 1 billion personalised mailings systems, from local to global deployments, from front and managed over 250 million postal items. office to back office applications. Our market leading technology provides a strong enterprise-wide platform Swiss Post Solutions has been assisting organisations on which to standardize all of an organization’s document in managing their paper based documents for over and forms capture processes. sixteen years. Private and Public sector organisations have chosen to outsource their physical and digital Kofax delivers these solutions through its own sales document processing needs to us, utilising our capability and service organizations, and a global network of more to deliver services on, near of off-shore. By applying our than 700 authorized partners in more than 60 countries knowledge and experience we have delivered significant throughout the Americas, EMEA and Asia Pacific. business value to our clients by transforming their business processes and how they capture, apply and For more information, visit www.kofax.com. manage their corporate information. www.swisspost.com © 2010 Kofax, Inc. All rights reserved. Kofax, and the Kofax logo, are trademarks or registered trademarks of Kofax, Inc. in the U.S. and other countries. Other names may be trademarks or registered trademarks of their respective owners. (10.2010)

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