Chris Preston Keynote @ TAWPI 2009


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This presentation will discuss the importance of document capture capabilities in an overarching content management strategy. How businesses can achieve the "efficient paperless office" by implementing processes that integrate document capture, archiving and search and discovery technologies. He will also explore the role automated document capture plays in accelerating processes and boosting the bottom line in business. Finally, this presentation will show how innovation and integration within document capture is pushing the "paperless office" into the spotlight.

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Chris Preston Keynote @ TAWPI 2009

  1. 1. Creating the Efficient Paperless Office Chris Preston Content Management & Archiving EMC Corporation
  2. 2. Living In The Perfect Storm
  3. 3. <ul><ul><li>Reduce Risk </li></ul></ul><ul><ul><li>Better Serve Customers </li></ul></ul>Deliver value faster Do more with less <ul><ul><li>Reduce Operating Costs </li></ul></ul>
  4. 4. 88% of Executives Agility is top Priority For Source: The Economist Intelligence Unit Report “Organisational agility:How business can survive and thrive in turbulent times”
  5. 5. Grow Revenue Agile Companies 37% Faster 30% Higher Source: The Economist Intelligence Unit Report “Organisational agility:How business can survive and thrive in turbulent times”
  6. 6. In light of the economic downturn, what do you believe are your organization's priorities in terms of improving agility? Source: The Economist Intelligence Unit Report “Organizational agility : How business can survive and thrive in turbulent times” Improving process efficiency (e.g. change management, outsourcing, automation and standardization) Improving knowledge management and information sharing processes Encouraging (and extending) collaboration across the business and beyond 1 2 3
  7. 7. Application-centric APP APP APP Information-centric Information Infrastructure APP APP APP >
  8. 8. Information Today: the Simple Facts Information 1.8Zb Lots of It Mostly Unstructured 95% Mostly Unmanaged 85% Becoming More Regulated ▲ Managed by Organizations 85% Consequences of not managing information? SEVERE
  9. 9. Capture: The Entry to the Enterprise - Copyright 2009 Harvey Spencer Associates, Inc. In the US & Europe, over 20 million tons of office paper is produced and consumed every year 20 Million Tons Paper is – and will continue to be – a critical component of business transactions
  10. 10. The Cost of Paper <ul><ul><li>Each Document Costs You… </li></ul></ul><ul><ul><ul><li>$20 in labor to file </li></ul></ul></ul><ul><ul><ul><li>$120 in labor searching </li></ul></ul></ul><ul><ul><ul><li>$1 per document to store, </li></ul></ul></ul><ul><ul><ul><li>$5 per document to retrieve </li></ul></ul></ul><ul><ul><ul><li>Up to 19 copies of a single document </li></ul></ul></ul><ul><ul><ul><li>On average, 5% of documents are lost </li></ul></ul></ul><ul><ul><ul><li>25 hours to recreate each lost document </li></ul></ul></ul>
  11. 11. Environmental Impact <ul><li>Last year U.S. companies printed 1.5 trillion pages </li></ul><ul><ul><li>equivalent to 15 million to 20 million trees </li></ul></ul><ul><li>Recycling one ton of paper typically saves </li></ul><ul><ul><li>$25 to $30 in landfill disposal costs </li></ul></ul><ul><ul><li>about 6.7 cubic yards of landfill space </li></ul></ul><ul><ul><li>approximately 17 trees </li></ul></ul>
  12. 12. Common Challenges <ul><li>Need for greater cost control </li></ul><ul><li>Processes are inefficient as they are run today </li></ul><ul><li>Information incomplete/inaccurate/ misplaced </li></ul><ul><li>Difficulty of enforcing compliance </li></ul>
  13. 13. Document Imaging/Capture The Opportunity Rapidly transform paper into business ready information Reduce Organizational Risk Reduce Operating Costs Accelerate Business Processes
  14. 14. “ Document imaging will continue to deliver strong levels of business success in the form of helping enterprises move from paper-based to electronic-document-centric business processes.” . Kyle McNabb, Forrester Tech Radar ECM Q2 2008
  15. 15. “ The substantial business value that many enterprises achieve with imaging…make imaging one of the safest ECM investment areas” Kyle McNabb, Forrester Tech Radar ECM Q2 2008
  16. 16. Capture Maturity - Archive to Process Archival Only Storage & Retrieval Process Enablement 43% 22% 35% Source: IDC's November 2008 Document Processes QuickPoll Survey
  17. 17. Capture Maturity - Archive to Process Archival Only Storage & Retrieval 43% 22% Source: IDC's November 2008 Document Processes QuickPoll Survey Process Enablement 35% Transactional capture is the fastest growing segment of the capture market
  18. 18. &quot;Advanced capture applications offer an excellent ROI opportunity... Users are typically seeing payback in 12 months or less, and often less than 6 months.&quot; Melissa Webster, IDC’s November 2008 Document Processes QuickPoll Survey
  19. 19. $1.9 Billion in 2008 to $2.8 Billion in 2012 Capture: The Entry to the Enterprise - Copyright 2009 Harvey Spencer Associates, Inc. 2008 2012 Transactional 44% Image / indexing 56% Transactional 53% Image / indexing 47%
  20. 20. <ul><ul><li>Decreased loan processing time from >30 days to 2 weeks </li></ul></ul><ul><ul><li>Increased throughput of loan requests by 100% with same resources </li></ul></ul><ul><ul><li>Drastically improved compliance and reduced complexity of supporting loan documents (up to 100 documents per customer) </li></ul></ul><ul><ul><li>Integrated multiple external systems into single process application </li></ul></ul>Results Streamlining Mortgage Loan Origination
  21. 21. Focus on Transactional Applications <ul><li>People, process and information intensive </li></ul><ul><li>Cross-functional and decision intensive </li></ul><ul><li>Customer or service facing </li></ul><ul><li>Need to account for “how” and “why” decisions were made </li></ul>Greatest opportunity to reduce operational costs and enhance service
  22. 22. Straight-Through <ul><li>Millions++/day </li></ul><ul><li>Systems Intensive </li></ul><ul><li>Highly structured process </li></ul><ul><li>Relational data-centric </li></ul><ul><li>Transactions </li></ul><ul><li>Financial, CRM, ERP </li></ul><ul><li>Packaged applications </li></ul><ul><li>(Oracle, MS, SAP) </li></ul><ul><li>Custom apps on db </li></ul>Project Case <ul><li>Small number/team </li></ul><ul><li>Human intensive </li></ul><ul><li>Limited structure </li></ul><ul><li>Tens to thousands/day </li></ul><ul><li>Human/Systems interaction </li></ul><ul><li>Structured process desirable </li></ul><ul><li>Information / content-centric </li></ul><ul><li>Projects </li></ul><ul><li>Tasks, initiatives </li></ul><ul><li>Activities (cases) </li></ul><ul><li>Claims/Loan processing, HR on-boarding </li></ul><ul><li>Project management software </li></ul><ul><li>EMAIL </li></ul><ul><li>Collaboration tools </li></ul><ul><li>Manual – ad hoc processes </li></ul><ul><li>Generic workflows </li></ul><ul><li>Custom-built applications </li></ul>Business Process Landscape Attributes Process / Application Examples Process Enablement / Automation
  23. 23. Case Initiation Case Closing <ul><li>Notification </li></ul><ul><li>Document generation </li></ul><ul><li>Records management </li></ul><ul><li>Archiving </li></ul><ul><li>Updates </li></ul><ul><li>Web </li></ul><ul><li>Email </li></ul><ul><li>Mobile </li></ul><ul><li>Paper </li></ul><ul><li>Scanning </li></ul>Case Processing Data Mapping Index Account Details Update Account Delete Account CSR Review Data Mapping Index Internal External
  24. 24. <ul><li>Accounts payable </li></ul><ul><li>Accounts receivable </li></ul><ul><li>Claims and dispute resolution </li></ul><ul><li>Supplier management </li></ul><ul><li>Order-to-cash </li></ul><ul><li>Procure-to-pay </li></ul><ul><li>Benefits administration </li></ul><ul><li>Employee on-boarding </li></ul><ul><li>Employee off-boarding </li></ul><ul><li>Employee performance review </li></ul><ul><li>Customer correspondence </li></ul><ul><li>Call center </li></ul><ul><li>Constituent service </li></ul><ul><li>Contracts management </li></ul><ul><li>Legal matter management </li></ul><ul><li>Auditing and compliance </li></ul><ul><li>Environment, health and safety </li></ul><ul><li>Facilities and equipment management </li></ul><ul><li>Quality and performance monitoring </li></ul><ul><li>Travel management </li></ul>Finance Human Resources Customer Service Legal Corporate Services
  25. 25. Public Sector <ul><li>Process safety management </li></ul><ul><li>FERC eTariff </li></ul><ul><li>Transmittals process </li></ul><ul><li>Well log file management </li></ul><ul><li>SOP processing </li></ul><ul><li>Grants management </li></ul><ul><li>Tax processing </li></ul><ul><li>Unemployment </li></ul><ul><li>Case management </li></ul><ul><li>Loans operations </li></ul><ul><li>New account opening </li></ul><ul><li>Dispute resolution </li></ul><ul><li>Wealth Management </li></ul><ul><li>Claims management </li></ul><ul><li>Underwriting </li></ul><ul><li>New account opening </li></ul><ul><li>Policy management </li></ul><ul><li>Virtual patient records </li></ul><ul><li>Claims processing </li></ul><ul><li>Member enrollment </li></ul><ul><li>Revenue cycle management </li></ul>Financial Services Insurance Healthcare Energy & Utilities
  26. 26. Accelerating Document Processing Electronic Process Paper-based Process Paper Received Capture
  27. 27. Accelerating Document Processing Electronic Process Paper-based Process Paper Received Capture Capture <ul><li>Capture documents sooner </li></ul><ul><li>Transform documents into usable business data </li></ul><ul><li>Simplify the integration between capture and business process </li></ul>
  28. 28. Intelligent Capture – More Than Imaging <ul><li>Transform your documents into electronic images and business data </li></ul><ul><ul><li>Support centralized and distributed scanning environments </li></ul></ul><ul><ul><li>Identify all documents and automate data capture </li></ul></ul><ul><ul><li>Accelerate business processes </li></ul></ul><ul><li>Invoice Number </li></ul><ul><li>Vendor Name </li></ul><ul><li>Purchase Date </li></ul><ul><li>Subtotal </li></ul><ul><li>Grand Total </li></ul><ul><li>Payment Terms </li></ul><ul><li>10010 </li></ul><ul><li>Acme Products </li></ul><ul><li>30 January 2008 </li></ul><ul><li>$ 6,014.81 </li></ul><ul><li>$ 6,025.88 </li></ul><ul><li>Net 30 Days </li></ul>Capture Classify Extract Validate Deliver
  29. 29. <ul><li>Extend Your Centralized Capture Operation </li></ul><ul><li>Immediate Return on Investment </li></ul><ul><ul><li>Leverage existing investment in MFPs </li></ul></ul><ul><ul><li>Eliminate shipping costs </li></ul></ul><ul><ul><li>Reduce cycle times </li></ul></ul><ul><ul><li>Reduce risk of loss and improve Compliance </li></ul></ul>Capture Throughout the Enterprise Bringing Capture to the People Capture Classify Extract Validate Deliver
  30. 30. Centralized Batch Capture Fax Machine Integration Ad-Hoc Desktop Capture Ad-Hoc Browser-based Capture Cellular Phone Capture Networked MFP Capture
  31. 31. Supporting Global Processes: Enterprise Capture Remote Clients Direct attached scanner Remote Clients Network attached MFP Network attached scanner Remote Capture Server Capture Capture Classify Extract Validate Deliver <ul><li>Accelerate business processes </li></ul><ul><li>Improve customer service </li></ul><ul><li>Reduce document-processing time </li></ul>Key Benefits
  32. 32. Automated Classification and Extraction <ul><ul><li>Transform into electronic data that drives business processes </li></ul></ul><ul><ul><li>Data capture from unstructured document types </li></ul></ul><ul><ul><li>Invoices, applications, and other business documents </li></ul></ul><ul><ul><li>Identify based on graphic and text characteristics </li></ul></ul><ul><ul><li>Route documents to appropriate processes or departments </li></ul></ul><ul><ul><li>Reduce—or eliminate—manual document preparation </li></ul></ul><ul><ul><li>Reducing document preparation costs </li></ul></ul><ul><ul><li>Automating data capture reduces cycle times </li></ul></ul><ul><ul><li>Validating extracted data improves data quality and the business process accuracy </li></ul></ul>App forms Quotes Claims Tax returns Contracts CLASSIFIED DOCUMENTS Zonal Extraction Freeform Extraction
  33. 33. <ul><ul><li>Substantial improvement in service levels and reduced cost per transaction </li></ul></ul><ul><ul><li>Automatically classify 90 percent of all documents </li></ul></ul><ul><ul><li>90 percent improvement in speed and accuracy of data input via automatic data extraction and database validation </li></ul></ul><ul><ul><li>Increased document throughput rate to over 90 percent —from scan to export, without user intervention </li></ul></ul>Results Maximizing Business Performance for Life Insurance Policy and Claims Processing
  34. 34. <ul><ul><li>Capture and process over 3 million tax forms </li></ul></ul><ul><ul><li>Reduce paper return processing from 30 – 40 days to less than 10 -days </li></ul></ul><ul><ul><li>Decreased electronic filing time from 10 to 3 days </li></ul></ul><ul><ul><li>Processed 95% of returns in 5 days </li></ul></ul><ul><ul><li>Improved compliance through reduced errors and earlier audits </li></ul></ul><ul><ul><li>Provided improved taxpayer service and eliminated backlog </li></ul></ul>Results Maximizing Business Performance for Tax and Revenue Processing
  35. 35. Phased Approach to Process Improvement
  36. 36. The Bottom Line <ul><li>Paper is here to stay </li></ul><ul><li>Capture is one of the safest technology investments with ROI’s < 12-months </li></ul><ul><li>Focus on case-based processes and distributed capture for greater agility and ROI </li></ul><ul><li>Leverage image & data capture to maximize business efficiency and risk reduction </li></ul>
  37. 37. Thank You