AIIM State of the ECM Industry research

AIIM State of the ECM Industry 2009 Research reportavailablefromwww.aiim.org/research © AIIM 2009 www.aiim.org

Demographics Government & Transportation & Public Services – Distribution Other 0% 10% 20% 30% 40% 50% 60% Provincial, State, o r Local Level Telecommunicatio 1-10 employees ns & Media Legal 11-100 employees IT , not ECM 101-500 employees Retail & Transport Chemicals & 501-1,000 employees Pharmaceuticals Banking, Finance, I over 1,000 employees nsurance Healthcare Education RoW Government & Manufacturing, En Other Europe Public Services – gineering, Constru Federal or National ction Level Consultant Utilities, Oil & Gas United States UK & Ireland +15% ECM suppliers - selective Canada Page 2 © AIIM 2009 www.aiim.org

Business Drivers When you consider document and records management technologies, what is the most significant business driver ? 0% 5% 10% 15% 20% 25% Improve efficiency Costs, Compliance Compliance Optimize business processes Mitigate risk Customer Service Improve customer service Reduce costs Faster turnaround/Improved response All respondents (476) Competitive advantage Page 3 © AIIM 2009 www.aiim.org

Business Drivers - trend When you consider document and records management technologies, what is the most significant business driver ? 60% Cost higher 50% than Compliance 40% in the slow down Cost/Efficiency 30% Compliance/Risk Customer Service 20% 10% 0% All respondents (476) 2004 2005 2006 2007 2008 2009 Page 4 © AIIM 2009 www.aiim.org

Content Types For each type of content, evaluate the degree of control that exists in your organization in managing it – “somewhat” or “very unmanaged”. 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Corporate records Marketing materials Text messages, Paper forms IM, blogs & Computer reports wikis are off Paper correspondence the corporate Web content - current radar in 70% of Office docs (Word, Excel, etc) organizations Faxes Web content - archive E-mails E-mail attachments Pictures & Sound files Blogs and Wikis All respondents (462) Instant messages SMS messages Page 5 © AIIM 2009 www.aiim.org

Legal Discovery How long would it take to produce all of the organizational information related to a former customer or constituent? 0% 5% 10% 15% 20% 25% 30% 28% would take more than a month less than 5 days 18% had been 5-14 days exposed to a legal challenge in the last 12 15-30days months and a further 15% in the last 3 years – 31-60 days a 1 in 3 chance All respondents (468) more than 60 days Page 6 © AIIM 2009 www.aiim.org

Emails - recorded, complete, and retrievable? How confident are you that emails related to documenting commitments and obligations made by you and your staff are recorded, complete, and retrievable? 70% 56% have 60% little or no confidence in 50% their emails. “Slightly” or “Not Confident” 40% 43% are Electronic information uncertain 30% Emails about all of their 20% electronic documents 10% 0% 2005 2006 2007 2008 2009 Page 7 © AIIM 2009 www.aiim.org

ECM Adoption – new sites How would you best characterize your organisation’s experience with document management and records management? Not yet begun Completed enterprise scale Market Plan in the next 6 penetration >75% months. (within the AIIM Community) Implementing enterprise scale Europe >10 emps (93) Departmental AIIM associates Integrating across depts Page 8 © AIIM 2009 www.aiim.org

ECM Adoption – “enterprise” projects How would you best characterize your organisation’s experience with document management and records management? Completed enterprise scale Not yet begun Enterprise Scale: 12% complete, Plan in the next 6 months. 28% in process (within the AIIM Community) Implementing enterprise scale Europe >10 emps (93) Departmental AIIM associates Integrating across depts Page 9 © AIIM 2009 www.aiim.org

ECM Adoption How would you best characterize your organization’s experience with document management and records management? 0% 5% 10% 15% 20% 25% 30% 35% Not yet begun Plan in next 6 months Departmental 10-500 emps 500+ emps Integrating across depts Implementing enterprise scale All respondents (478) Completed enterprise scale Page 10 © AIIM 2009 www.aiim.org

ROI How would you describe the return on investment (ROI) of your document/records management or ECM system? 79% “better or same as 0% 10% 20% 30% 40% 50% 60% other IT Projects” Much better then expected Soft dollar benefits are better than Better than expected expected Hard Dollar Soft Dollar As expected Other IT Less than expected System users (289) Much less than expected Page 11 © AIIM 2009 www.aiim.org

SharePoint/MOSS 2007 Roll-Out Have you implemented Microsoft SharePoint 2007 (WSS/MOSS) in your organization? Not sure what SharePoint is, 3% Using 50% of MOSS, 16% organizations polled are using or implementing Using WSS, 8% No plans, 35% SharePoint + 12% with plans Implementating now, 17% Use SharePoint Plans in next 2003, 9% 12-18 months, 13% Page 12 © AIIM 2009 www.aiim.org

SharePoint plans Do you currently use or have immediate plans to use SharePoint 2007/MOSS in the following applications? 0% 10% 20% 30% 40% 50% 60% 70% 80% Collaboration/workspaces Document management (check in/check out) Collaboration File share replacement then DM Portal Web content management (internal/Intranet) RM capabilities Forms processing now better understood. Business Process Management (Workflow) Enterprise 2.0 (Forums, Blogs & Wikis) Email very low Enterprise Search Records management Web content management (external) Scanning and imaging HR processes (Expenses, holidays, etc) SharePoint users (233) Email management Business Intelligence (BI) Legal discovery/Legal hold Page 13 © AIIM 2009 www.aiim.org

SharePoint governance Use of SharePoint with regard to Who is driving and controlling existing ECM, DM and RM suite SharePoint sites and applications 0% 10% 20% 30% 0% 10% 20% 30% 40% 50% Works in competition Records Management Works in parallel IT with input from Records Management Fills in some functions Is integrated with our IT with no input from existing suites Records Management Sits on top of our DM/RM No one, but we have set up repository rules and metadata guidelines SharePoint is our ECM suit No one, and it's completely None of these out-of-control 31% conflict between existing ECM Governance is an issue for 44% and SharePoint SharePoint users (233) Page 14 © AIIM 2009 www.aiim.org

Multiple repositories Plans in the next 2 years to provide employees with a single point of access to content repositories across your organization 0% 10% 20% 30% 40% 35% Migrate content to a centralised ECM system migrating to 1 system, Provide a single-sign-on portal using SharePoint Provide a single-sign-on portal using an 34% linking alternative provider up via Provide a single-sign-on portal using Open portals Source 9% Use a dedicated Enterprise Search engine Enterprise Search Not planning to link up repositories All respondents (349) We do not have any significant repositories to link up Page 15 © AIIM 2009 www.aiim.org

Scope of ECM How are each of the following managed in your ECM environment? 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Document management Records management Low Business Process Management (Workflow) Scanning and Imaging integration of Enterprise Search Web, Email Collaboration/workspaces and Legal discovery/legal hold Enterprise 2.0 Knowledge management Portal Forms processing Web content management (internal/Intranet) Email management Digital Asset Management Web content management (external) Enterprise 2.0 (Blogs & Wikis) >10 emps non-trade (281) Business Intelligence Component/output management Invoice automation Part of our ECM suite Linked to our ECM system Managed in a stand-alone app Not currently managed Page 16 © AIIM 2009 www.aiim.org

SaaS and Cloud What are your plans for using a remotely hosted or outsourced quot;Software as a Servicequot; (SaaS) or a Cloud solution for your document and records management? 0% 10% 20% 30% 40% 50% 60% 70% 8% existing + We already use it 10% planning to use SaaS We have plans to use it in the next 12-18 months SaaS Cloud We have no current plans to use it We are very unlikely to ever use it All respondents (350) Page 17 © AIIM 2009 www.aiim.org

SaaS and Cloud Which of the following are your two biggest concerns about using SaaS for your document and records management? 0% 10% 20% 30% 40% 50% 60% 70% Integration Security is one of biggest Integration with other systems concerns Long-term stability of the provider SaaS Performance and availability Cloud Ease of customization Cost vulnerability/Availability All respondents (350) I have no major concerns Page 18 © AIIM 2009 www.aiim.org

Spending Levels How do you think your organization's spending in 2009 on each of the following technologies will compare with what was actually spent in 2008? 0 0.3 0.6 0.9 1.2 Workflow/BPM Enterprise Search BPM, Search, Email Management EMM, DM, RM, Document Management up. Electronic Records Management SharePoint Legal discovery Portals Enterprise 2.0 (wikis, blogs, etc.) Web Content Management Scanner H/W Knowledge Management down Digital Asset Management Recognition and capture (OCR/ICR) Invoice Automation Digital Mailroom >10 emps non-trade (274) Multi-Function Devices/MFPs All geographies Production scanners Much Less Less About the same More Much More Page 19 © AIIM 2009 www.aiim.org

Spending Levels How do you think your organization's spending in 2009 on each of the following technologies will compare with what was actually spent in 2008? -25% -15% -5% 5% 15% 25% Workflow/BPM Enterprise Search Email Management SharePoint Net sales Electronic Records Management Portals Document Management Legal discovery Enterprise 2.0 (wikis, blogs, etc.) Web Content Management Knowledge Management Digital Asset Management Recognition and capture (OCR/ICR) Invoice Automation >10 emps non-trade (274) Digital Mailroom All geographies Production scanners Multi-Function Devices/MFPs Page 20 Much More/Much Less Nett More/Less Nett © AIIM 2009 www.aiim.org

Spend How do you think your organization's spending in 2009 on each of the following will compare with what was actually spent in 2008? 0% 30% 60% 90% 120% Software licences Licences up Vendor consultancy services slightly, Independent consultancy services (all) Services Ind. consultancy services (SharePoint) down (inc. SharePoint) Outsourcing/bureau services & training... External training Much Less Less Same More Much More >10 emps non-trade (274) All geographies Page 21 Software licences hold up compared to services © AIIM 2009 www.aiim.org

Implementation Which 3 of these typical aspects of ECM products would be most important in your choice of new products or satisfaction with existing products? 0% 10% 20% 30% 40% 50% 60% Ease of use Ease of integration with other enterprise systems (eg, CRM, ERP, Case Management) Ease of implementation Reliability of software Degree of integration between modules Breadth of functionality Match to your type of business Ease of integration with other content systems (eg, CMIS compliant) Conforms to external standards (eg: DOD 5015, MoReq2) All respondents (275) Open Source Available as SaaS Page 22 Ease of integration is 2nd most important after ease-of-use © AIIM 2009 www.aiim.org

Implementation Which 3 of these typical problems have affected your organization’s document or records management implementation? 0% 10% 20% 30% 40% 50% Underestimated process and organizational issues Uneven usage due to poor procedures and lack of enforcement Lack of knowledge or training among our internal staff. Project derailed by internal politics Low user acceptance due to poor design or clumsy… Excessive quot;scope creepquot; Underestimated the effort to distill and migrate content Poorly defined business case Failed to secure agreement on fileplans, taxonomy and metadata Failed to think of benefits/issues beyond our business unit. Lack of knowledge or training among our external staff/suppliers. All respondents (284) Budget was overrun Failed to prioritize quot;high-valuequot; content Page 23 Cf: planned cut backs in consultancy and training © AIIM 2009 www.aiim.org

AIIM Qualifications Get a recognised qualification in ECM Classroom, in-house and online. 1, 2 & 4-day courses Page 24 www.aiim.org/training © AIIM 2009 www.aiim.org

AIIM State of ECM Industry 2009  Download the reports free from: www.aiim.org/research Page 25 © AIIM 2009 www.aiim.org

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AIIM State of the ECM Industry research

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