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  • 1. The Paperless Office Making the myth a reality through outsourcing g y y g g Solutions for paper intensive processes. Keith Grieves, Director E-business Computershare, May 2010
  • 2. The paper challenge… Paper documents 80% of business is conducted on unstructured information Gartner Group Emails Faxes 70% of your documents 50% of your daily office work require extra handling requires docu e t handling Adobe equ es document a d g dobe 20% of your documents require exchanging with customers, peers or partners The costs, delays and risks associated The paper challenge… with capturing and organising massive quantities of business critical content
  • 3. The on-premises challenge… On-premises solutions institutionalise p p paper within your organisation y g Core business goal to reduce paper document volumes (cost, delay, risk) On-premise capability requires high volumes (scale) to amortise costs Economies of scale institutionalise volume and contradicts core objective
  • 4. The Computershare experience… Computershare Australia: 2002 = 8 million paper transactions Commenced project to increased document automation C d dd Total costs Processin costs 80% variable costs - Direct labour ng 20% fixed costs -Technology - Facilities - Management Volume 8m
  • 5. The Computershare experience… Computershare Australia: 2008 = 10 million paper transactions On-premises d O document automation implemented (15-20% capacity) l d ( 20% ) Total costs Processin costs 80% variable costs - Direct labour ng 20% fixed costs -Technology - Facilities - Management Volume 8m 10m
  • 6. The Computershare experience… Computershare Australia: 2008 = 10 million paper transactions On-premises d O document automation implemented (15-20% capacity) l d ( 20% ) Total costs Project Processin costs savings 80% variable costs Total costs - Direct labour ng 57% fixed costs -Technology - Facilities - Management 20% fixed costs -Technology costs 43% variable - Facilities Direct labour - Management Volume 10m
  • 7. The Computershare experience… Computershare Australia: 2009/10 = 2.5 million paper transactions 75% migration to online and IVR channels (5% of capacity) % l d h l ( % f ) Total costs (2002) ( ) Processin costs Total costs (2009/10) ng Lack of scale economies Volume decline 2.5m Volume 10m
  • 8. The outsource alternative… Outsource solutions provide the flexibility to O t l ti id th fl ibilit t purchase only what you need today and then add (remove) scale overtime as necessary Core business goal to reduce paper document volumes (cost, delay, risk) Outsource document-centric business processes and reduce volumes Outsource model enables complete cost and volume transparency - no hidden internal costs (slack), volume reductions can be measured
  • 9. The paperless office… making the myth a reality through outsourcing Strategy 1: Drive internal behavioural change Staff sustainability Less Multi-function Implement a program Think before you devices digital document print, paper cut programs, Print, fax, e-mail, images routing solution centralise and restrict MFDs ECM capabilities, paperless workflow
  • 10. The paperless office… making the myth a reality through outsourcing Strategy 2: Drive customer behavioural change Touch-point map Lifecycle analysis Customer $ Purchase Supply Account Change Payments Cross-sell Close account decision information enquiry information product People & processes Branch service, Call agent, Billing, Third party advisors Communication providers, Business process outsourcers p , p Supporting technologies Print & ERP & CRM Call centre Digital Website Business mail ACD, IVR mailroom, e-comms intelligence systems y Workflow Electronic communications Customer self service • Use incentive-based migration programs • Map customer touch points • Take advantage of legislative changes • Design service processes that ensure web has • L k i customer permissions at account opening Lock-in t i i t t i relative advantage vis-à-vis other channels l ti d t i à i th h l • Use e-capture to reduce paper transactions
  • 11. The paperless office… making the myth a reality through outsourcing Strategy 3: Redirect paper Your Organisation Digital mailroom Business systems Call centre Process Payment Database Digitise all inbound g managementt allocations ll ti communications Archive and - Knowledge workers Exception handling presentment never receive paper - Achieve over 90% of Data and images transactions via STP - 100% same day Data capture, payment allocations Register in Document Document imaging match and Workflow classification validation - Mailroom Service Prepare - Imaging, classifying, data Documents capture, matching and validation - Applications and claims - Accounts payable/receivable p y / Y Your C t Customers, P t Partners & S li Suppliers Fax Email Web - Response or undelivered mail Mail
  • 12. The paperless office… making the myth a reality through outsourcing Strategy 4: Get data and images from the source Manager interface Suppress paper communications, pp p p real-time electronic transfer - Automated, single point of integration - Eliminates mailroom processes - opening, sorting, scanning, classification, validation - No manual activity, errors or exceptions - Full reconciliation and audit trail - Real-time, superior customer service Available now between share registry and for middle and back offices of… - Wealth managers - brokers, fund managers, super funds, and asset managers - Custodians, wrap services, and nominees
  • 13. The paperless office… making the myth a reality through outsourcing Strategy 5: Understand your true costs On-premises solutions Outsource solutions Hardware, software Contracted op ex costs op-ex Known costs Known labour Contract management Risk of project failure and/or scope creep Hidden costs Consultant, contractor and managerial overheads Volume peaks / troughs – underutilised labour or missed SLAs Single point dependences, support, recruitment and training overheads Low value activities – integration code, maintaining hardware and performance Business change requirements and risk of system obsolescence
  • 14. The paperless office… making the myth a reality through outsourcing Strategy 6: Capture, organise and publish on demand on-demand Computershare’s Enterprise Your O Y Organisation i ti Communication Platform End-to-end document and payment management delivered on-demand - Compelling, customer centric communications - Integrates multiple communication channels - Increase automation and STP - Same day funds allocation and increased WC - Reduce print, paper and postage costs - Reduce IT capital, human resource commitments Your customers
  • 15. Q Questions?