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How can I get rid of paper in my business processes?
The document discusses the persistent challenges of managing paper in business processes, highlighting a general trend towards digital transformation influenced by consumerization, cloud technology, and mobile access. It emphasizes ongoing issues such as paper persistence, management resistance, and the need for organizational commitment to reduce paper use. The findings suggest that while progress is being made towards paper-free environments, significant barriers remain, including entrenched habits and legal concerns.
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How can I get rid of paper in my business processes?
- 1. 1 ©2014, AIIM,http://info.aiim.org/paper-wars How Can You Get Paper out of Your Business Processes?
- 2. AIIM Vision: Informationat work that is simple, secure, and available anywhere, anytime, and on any device. ©2014, AIIM, http://info.aiim.org/paper-wars
- 3. AIIM’s mission isto improve organizational performance by empowering a community of leaders committed to information-driven innovation.
- 4. The best collectionof content and tutorials in the world on the intersection between information and process. US$169/year -- $14 per month. Group memberships for departments and companies available.
- 5. Agenda ● LookingAhead to 2020 ● The Big Bang – 3 Key Market Disrupters ● Déjà vu ● Paper Persistence ● Legal Limbo ● Input Irregularity ● Brand New ● Cloud Craziness ● Perplexing Processes ● Mash-up Madness ● Conclusions and Questions ©2014, AIIM, http://info.aiim.org/paper-wars 5
- 6.
- 7. CONSUMERIZATION is transformingwhat users expect from applications and how we deliver them. We are now in the era of user-centric IT.
- 8. CLOUD AND MOBILEare creating an expectation of anywhere, anytime access and transforming how we engage with customers and employees.
- 9. THE INTERNET OFTHINGS is generating massive amounts of new data and information, creating enormous new challenges and opportunities. ©2014, AIIM, http://info.aiim.org/paper-wars
- 10. The Impact…“Our processesare broken, we are buried in information and it is killing our ability to satisfy our customers.” ©2014, AIIM, http://info.aiim.org/paper-wars
- 11. How do Iturn Information Chaos into Information Opportunity?
- 12. Déjà vu -1 PAPER PERSISTENCE 12 WANT A (FREE) COPY OF THE ORIGINAL RESEARCH? Click HERE… http://info.aiim.org/paper-wars ©2014, AIIM, http://info.aiim.org/paper-wars
- 13. 13 How manyof the documents that you scan would you say are “born digital“ (unchanged from printer to scanner)? • For 34% of org, half or more of scanned docs are 100% born digital. • Average: 35.6% of scanned docs born digital. ©2014, AIIM, http://info.aiim.org/paper-wars
- 14. Agenda ● LookingAhead to 2020 ● The Big Bang – 3 Key Market Disrupters ● Déjà vu ● Paper Persistence ● Legal Limbo ● Input Irregularity ● Brand New ● Cloud Craziness ● Perplexing Processes ● Mash-up Madness ● Conclusions and Questions ©2014, AIIM, http://info.aiim.org/paper-wars 14
- 15. Déjà vu -1 PAPER PERSISTENCE 15 PAPER PERSISTENCE ©2014, AIIM, http://info.aiim.org/paper-wars
- 16. Paper reduction improving,but slowly. Would you say that the consumption of paper and/or number of photocopies in your organisation is? 21% increasing (blue & red) 44% decreasing. (purple & aqua) Decreasing fastest in mid-sized. Cf. 2011 survey, 32% increasing, 35% decreasing Increasing rapidly, 5% Increasing somewhat, 16% Stable, 34% Decreasing somewhat, 37% Decreasing rapidly, 7% ©AIIM 2014 -- N=362 ©2014, AIIM, http://info.aiim.org/paper-wars
- 17. A lack ofmanagement commitment. Do you have a specific policy or maxim to “Drive paper out of the business”? Only 35% have a maxim to drive paper out of the business. (33% of smallest orgs, 37% of largest orgs.) Don’t know, 4% ©AIIM 2014 -- N=365 Yes, 35% No, 60% ©2014, AIIM, http://info.aiim.org/paper-wars
- 18. Change management --organizational. Why do you think there is still paper in so many of your business processes? (Max THREE) 47% 44% 43% 40% 29% 23% 18% 15% 14% Lack of management initiatives or… We need physical signatures on paper Staff prefer paper for… Lack of understanding of paper-free options Suppliers and customers continue to send… Legal admissibility will be compromised It’s a major and potentially disruptive … Paper provides a more reliable/… Not cost-effective to provide suitable… ©AIIM 2014 -- N=325 ©2014, AIIM, http://info.aiim.org/paper-wars
- 19. Zombie paper –the Walking Dead 19 How many of the documents that you scan would you say are reprinted from the scanned copy?? • For 14% of org, half or more of scanned docs are reprinted. • Average: 19.1% of scanned docs reprinted.
- 20. Déjà vu -1 PAPER PERSISTENCE 20 LEGAL LIMBO ©2014, AIIM, http://info.aiim.org/paper-wars
- 21. We haven’t dealtwith the skeptics. Which departments in your organization would you say are the most resistant to the introduction of paper-free working? 37% 33% 21% 21% 16% 12% 7% 6% 4% 4% 11% Legal Finance HR General admin/operations Senior execs/board level R&D, Drawing Office Sales Marketing IT Delivery and Logistics None ©AIIM 2014 – N=258 ©2014, AIIM, http://info.aiim.org/paper-wars
- 22. Back office stillan automation back water. Which of the following do you still mostly send out as paper? 62% 37% 33% 26% 19% 19% 19% 19% 12% Contracts and agreements Invoices Sales brochures/data sheets Statements Purchase orders Receipts, remittance advices Recruitment materials Engineering, construction or… Renewal/subscription/debit… ©AIIM 2014 – N=301 LEGAL FINANCE/G&A HR ©2014, AIIM, http://info.aiim.org/paper-wars
- 23. How many ofthe documents that you scan are destroyed 23 after scanning? • For 61% of orgs, half or more of scanned docs are not destroyed after scanning. • Average: 65.1% of scanned docs not destroyed after scanning.
- 24. Déjà vu -1 PAPER PERSISTENCE 24 INPUT IRREGULARITY ©2014, AIIM, http://info.aiim.org/paper-wars
- 25. Input adhocracy reignssupreme. 9% 9% 18% 19% 45% Scan “at the door” or Digital mailroom Dedicated scan in advance of the process Scan to archive after the process We only do ad hoc scanning Distributed multi-channel capture ©2014, AIIM, http://info.aiim.org/paper-wars
- 26. Example -- Invoicescoming in as digital… What percentage of your incoming invoices would you say arrive electronically (PDF attachments, Faxes, EDI)? For 49% of orgs, half or more of invoices arrive electronically. 30% receive three-quarters or more this way. Average: 44.2% of invoices arrive as electronic. None, 6% 5% of invoices, 6% 10% of invoices, 7% 15% of invoices, 9% 20% of invoices, 5% 25% of 33% of invoices, 11% invoices, 7% 90% of invoices, 10% invoices, 5% 50% of 66% of invoices, 14% 75% of invoices, 15% 100% of invoices, 5% ©AIIM 2014 – N=227, excl 65 don’t know ©2014, AIIM, http://info.aiim.org/paper-wars
- 27. …And being processedas paper. How do you generally deal with invoices, purchase orders and forms that arrive as PDF attachments to emails? 39% print one or more copies and process as paper. 13% print a copy and scan it back in! 59% still result in a printed copy. Only 8% pass directly to the capture system. 31% 8% 13% 7% 34% 8% Print a copy and process as paper Print multiple copies/print and photocopy Print and scan back in to the capture system Process on-screen but print an archive copy Process on-screen and store an electronic copy Pass directly to the capture system ©AIIM 2014 – N=275
- 28. Agenda ● LookingAhead to 2020 ● The Big Bang – 3 Key Market Disrupters ● Déjà vu ● Paper Persistence ● Legal Limbo ● Input Irregularity ● Brand New ● Cloud Craziness ● Perplexing Processes ● Mash-up Madness ● Conclusions and Questions ©2014, AIIM, http://info.aiim.org/paper-wars 28
- 29. Déjà vu -1 PAPER PERSISTENCE 29 CLOUD CRAZINESS ©2014, AIIM, http://info.aiim.org/paper-wars
- 30. Mobile capture ahigh priority… In your organization, what proportion of employees do you see/expect to see using iPads, tablets or digital clipboards for filling in forms? Now: 6% of orgs, “half or more” 2 years time: 22% of orgs, “half or more” 5 years time: 53% of orgs, “half or more” 32% of orgs, “3/4 or more” ©AIIM 2014 – N=248 ©2014, AIIM, http://info.aiim.org/paper-wars
- 31. …but still atan early adoption stage… 9% 25% 34% 33% Required option for all processes Keen to exploit Recognize importance, but still not planning Not looking to mobile ©2014, AIIM, http://info.aiim.org/paper-wars
- 32. and viewed primarilyas decentralized capture. Are forms and documents currently captured in any of the following places for use in your key business processes? 0% 50% 100% General employees at home or travelling Branch offices/ shops/ stores/ warehouse Field staff at home Field staff on road/mobile Premises of agents, representatives or suppliers Customers/citizens on your premises (self-service) Customers/citizens scanned at home Customers/citizens on web forms or active PDFs Customers/citizens on mobile, no app Customers/citizens on mobile, with app Yes, now Planned 12-18 months No ©AIIM 2014 – N=162, excl N/A
- 33. Mobile means morethan phones. 1960 1970 1980 1990 2000 2010 Console Terminals PC Laptop Notebook Source: George Parapadakis, IBM Smart Phablet Direct Connection RS-232 Ethernet Dial-Up Modem Broadband 3G / 4G WiFi / Fibre IT Only Specialist Office Worker Mobile Workforce Any Employee Customers Data Room Location Based Company Wide Customer Site Home Working Anywhere Device Connectivity User Location Mobility (Distance from Source) Timeshare Multi-User Client- Server Interface Web Apps
- 34. But linked cloudcapture strategies still hazy. What is your strategy for cloud deployment of capture? 15% already using cloud or SaaS capture. 10% have immediate plans and 8% longer term plans. 42% still setting cloud strategies; 25% NO Already using cloud/SaaS capture, 15% Deploy capture in cloud model in next 12-18 months, 10% Deploy capture in the cloud in the next 2-3 years, 8% We won't be using cloud capture, 25% Still trying to understand where the cloud fits, 21% Have not made a decision with respect to running capture in the cloud, 21% ©AIIM 2014 – N=189, excluding 59 don’t knows ©2014, AIIM, http://info.aiim.org/paper-wars
- 35. Déjà vu -1 PAPER PERSISTENCE PERPLEXING PROCESSES 35 ©2014, AIIM, http://info.aiim.org/paper-wars
- 36. Paper-free processes –a long way to go. Would you say that the amount of paper flowing through your business processes is increasing or decreasing? 25% increasing. 46% decreasing. Decreasing fastest in largest (55%). Cf. 2013 survey, 19% increasing, 41% decreasing Increasing rapidly, 5% Increasing somewhat, 20% Stable, 28% Decreasing somewhat, 39% Decreasing rapidly, 7% ©AIIM 2014 – N=364 ©2014, AIIM, http://info.aiim.org/paper-wars
- 37. Paper-free processes –a long way to go. How would you describe the decision-making process as regards moving processes to be paper-free? 23% have a common goal. And a further 23% encourage cooperation towards common roll-outs. 13% feel that paper is entrenched, and likely to stay that way. 23% 23% 30% 35% 12% 19% 13% Paper is entrenched in the business Nobody is prepared to take the initiative Some individual offices go paper-free; local decision Patchy across geos and depts Each dept/LOB decides - implements in isolation Depts and LOBs encouraged to join common rollout Common goal and the business are committed to it ©AIIM 2014 – N=262 ©2014, AIIM, http://info.aiim.org/paper-wars
- 38. Apply the lessonslearned. What are the key lessons have you learned so far from your paper-free processes? Capture as early in the process as you can. Rethink the process and manage as process change. BUT: must have buy-in from above, and someone who knows what they are doing. 44% 44% 35% 34% 32% 32% 31% 26% 14% 11% 10% Capture as early as possible Buy-in from a senior director/VP Don’t “pave the cow path” Treat like any change – and then some Start with specific applications, e.g., AP Have at least one exp team memb Postpone getting rid of paper backup Don’t let signatures scupper the proj Beware the legal conservatives Include mobile options day one Use external advice ©AIIM 2014 – N=216 ©2014, AIIM, http://info.aiim.org/paper-wars
- 39. Déjà vu -1 PAPER PERSISTENCE 39 MASH-UP MADNESS ©2014, AIIM, http://info.aiim.org/paper-wars
- 40. Structured/unstructured info combining. 40 “Unstructured data (or unstructured information) refers to information that either does not have a pre-defined data model or is not organized in a pre-defined manner. Unstructured information is typically text-heavy, but may contain data such as dates, numbers, and facts as well.” Unstructured Data - Wikipedia ©2014, AIIM, http://info.aiim.org/paper-wars
- 41. More and moreintelligence in the device. 41 Bundled software -- PaperStream IP (TWAIN/ISIS) Driver, Software Operation Panel, Error Recovery Guide, PaperStream Capture, ScanSnap Manager for fi Series, Scan to Microsoft SharePoint(13), ABBYY FineReader for ScanSnap, Scanner Central Admin Agent Embedded image processing software -- Multi-image, Blank page skip, i-DTC, Advanced-DTC, Simplified-DTC, sRGB, Auto color, Deskew cropping, Punch hole removal, Tab cropping, Upper lower separation, Error diffusion, Dither, Moire removal, Image Emphasis, Color cleanup, Dropout color (None, Specified, Color Saturation), Edge repair, Vertical Streaks Reduction Software embedded or bundled in FUJITSU Document Scanner fi-7180 -- $1500 ©2014, AIIM, http://info.aiim.org/paper-wars
- 42. Think about captureas a governance play. 42 “Information governance, or IG, is the set of multi-disciplinary structures, policies, procedures, processes and controls implemented to manage information at an enterprise level, supporting an organization's immediate and future regulatory, legal, risk, environmental and operational requirements.” Information governance - Wikipedia “Information capture is the process of collecting paper documents, forms and e-documents, transforming them into accurate, retrievable, digital information, and delivering the information into business applications and databases for immediate action.” Information capture - Wikipedia ©2014, AIIM, http://info.aiim.org/paper-wars
- 43. The MFPs arenow serious about ECM. Example -- Lexmark Date Company Price Capability 2010 Perceptive $280M ECM 2011 Pallas Athena $50M BPM/Doc Output Management 2012 BDGB Ent (inc Brainware) $148M Intelligent data capture ISYS Search $32M Enterprise search Nolij Corp $32M Web-based imaging, workflow 2013 Acuo Tech $45M Medical DM Twistage Access VIA $32M $32M Rich media Retail DM Saperion AG $72M ECM PACSGEAR $54M Medical image mgmt, EHR 2014 Readsoft $251M Capture ©2014, AIIM, http://info.aiim.org/paper-wars
- 44. Agenda ● LookingAhead to 2020 ● The Big Bang – 3 Key Market Disrupters ● Déjà vu ● Paper Persistence ● Legal Limbo ● Input Irregularity ● Brand New ● Cloud Craziness ● Perplexing Processes ● Mash-up Madness ● Conclusions and Questions ©2014, AIIM, http://info.aiim.org/paper-wars 44
- 45. Focus on software. How do you think your organization's spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months? Strongest spend intention is in workflow/BPM. Mobile, OCR/ICR and AP/AR still growing strongly. Mailroom scanners much stronger in Europe (25% indicating higher spend) 46% 34% 31% 31% 30% 29% 25% 7% 6% 4% 2% -6% -13% Workflow/BPM Other mobile apps OCR/ICR applications Mobile capture apps Invoice automation,… Capture… End-to-end mobile… Outsourcing Portable scanners MFP’s Floor-standing… Table-top production… Desktop scanners ©AIIM 2014 – N=239 ©2014, AIIM, http://info.aiim.org/paper-wars
- 46. Business Value 80%People 15% Process 5% Technology People-centric investments • Identify better opportunities and requirements • Get ideas for leveraging consumer technologies • Improve employee engagement Technology-centric investments • Poor implementations • Poor utilization and ROI • More content silos • Increased dissatisfaction with enterprise IT Focus on people. ©2014, AIIM, http://info.aiim.org/paper-wars
- 47. Focus on processes. What were the main difficulties you encountered in these paper-free process projects? (Max THREE) 52% 47% 44% 33% 29% 24% 24% 15% 6% Re-orienting staff/change management Integration with other systems Defining the processes clearly Dealing with exceptions/workflow… Convincing legal/compliance/finance… Convincing management – making the … Time taken to get up and running Measuring the overall improvements We had very few problems ©AIIM 2014 – N=234 ©2014, AIIM, http://info.aiim.org/paper-wars
- 48. Become a domainexpert. What are the most prominent inhibitors to achieving sales quota? 13% 16% 21% 24% 26% Insufficient leads Poor sales skills Too many products to know An information gap re industry and solutions Inability to communicate value/messages Source: Sirius Decisions ©2014, AIIM, http://info.aiim.org/paper-wars
- 49. • Consumerization •Cloud and mobile • Internet of things The Big Bang • Paper reduction improving • A lack of mgmt commitment • 2D change management • Zombie paper – Walking Dead Paper Persistence • Skeptics still abound • Back office still a back water Legal Limbo • Input adhocracy • Invoice processing a good example Input Irregularity • Mobile capture priority, but early • Mobile = Decentralized • Cloud strategies hazy 49 Cloud Craziness • A long way to go • Biggest value still untapped • Wish list still lags reality Perplexing Processes • Structured/unstructured blur • Smarter and smarter devices • Capture and governance • MFPs now serious Mash-up Madness • Focus on software • Focus on people • Focus on process problems • Become a domain expert Advice The Context Déjà vu Brand new
- 50. Déjà vu -1 PAPER PERSISTENCE 50 WANT A (FREE) COPY OF THE ORIGINAL RESEARCH? Click HERE… http://info.aiim.org/paper-wars ©2014, AIIM, http://info.aiim.org/paper-wars
Editor's Notes
- #7 Per the Harvard Business Review, The Economist, Corporate Executive Board, Intel, TNS Global, here are some perspectives of CEOs about their CIOs: Almost half of CEOs feel IT should be a commodity service purchased as needed. Only a quarter of executives feel their CIO is performing above his or her peers. Almost half of CEOs rate their CIOs negatively in terms of understanding the business and understanding apply IT in new ways to the business. 57% of executives expect their IT function to change significantly over the next three years, and 12% predict a complete overhaul of IT.
- #8 Digital Disruption: Unleashing the Next Wave of Innovation, Forrester’s James McQuivey looks at the four major factors necessary for massive disruption: “A computer? Check. An Internet connection? Check. A programming language and SDK? Check. A friction-free platform for distributing and making money…? Check.”
- #9 Joe McKendrick points out, “IT cost savings and speedier deployment are but a brief prelude to the main story. It’s only the first 10%. The remaining 90% is what happens to the business itself. It’s the transformation, enabling it to react to market opportunities, communicate and collaborate internally and externally, design and test new products, and become more agile. This ‘second chapter’ to cloud will produce far greater, but far more intangible, benefits.”
- #11 The intersection of content and process over the past twenty years was best summarized by this continuum: Capture -> Manage -> Store -> Deliver -> Preserve. In this world, much of the following was true... The focus of IT was on cost reduction. Senior executives were largely oblivious to technology, and IT was a cost to be minimized. IT job security was found in system complexity. As mobile and social entered the world of systems of record, initially just their sheer existence was a source of competitive differentiation. System implementations were long and paid for by capital expenditures (CAPEX). Technical skills in and of themselves had value.
- #17 Decreasing is similar across all sizes, though more likely to be “rapidly” in smaller orgs (10%) vs largest ones (3%). Same with increasing rapidly, 7% in smaller, 1% in largest.
- #19 In mid-sized orgs management flips to staff, and in largest, signatures is top, both with management 2nd, and understanding third. See next graph about suppliers and customers…
- #23 19% still sending out paper drawings, given that only 3% of demographic are in AEC!
- #26 Scan-at-the-door: Europe 22%. North America 15%. Distributed: Europe 30%. North America 32% Total: Europe 52%. North America 47% so to some extent it’s a terminology thing. Of those doing more than “ad hoc” scanning: 50% scan at-the-door (17%) or across distributed channels, 16% scan in advance of the process and 35% scan to archive after the process
- #27 Average is up from 30.6% in 2011. (32% orgs 50% or more)
- #28 In 2011, 77% resulted in a printed copy
- #31 In 2011, Now was 2%, 2 yrs time was 9% and five . years time was 33%
- #32 1007 Only about 9% of organisations in our survey have used mobile capture technologies, with only another 25% expected to do so within the next 12-18months. But the general consensus 85% was that mobile capture will play an increasingly important role in the future. Case study: LA Ambulances Where mobile capture has been implemented, the emphasis has been on the employees of the organisation especially those either at home or travelling – and in fact the paper-free expenses process is likely to be the most popular driver. I bet some of you in the audience use you phone to capture an image of a receipt.
- #34 Want to begin to use mobile capture in the field for Daily Work Reports. We are already very paper-less. Very hard to convince the people to come out of their comfort zone. Most users are not ready to visualize life with out paper. Paper files have been reduced dramatically and we are planning to increase our use of mobile capture. The push to go mobile is on. Budget constraints will determine timing and priorities. We're a small company for which most paperless systems are a greater burden and cost than continuing to use paper. We need to be able to authenticate and certify a scanned document as an original once in a digital form so if it is altered, a scan can prove the original document has been tampered with. In 2010 we lost 80% of our Records staff (100 to 20); we migrated all records to digital. We eliminated paper-print services with digital data to digital copy conversion. We've been able to sustain our business operations using digital copy - despite, the loss of $3.3 million in personnel resources; and. realizing a $200K gain in reduced paper/toner needs. Culture in the past has not supported the kinds of changes required to move to a true paperless environment. Lack of ability to "prove" the authenticity of the signature has been problematic.
- #35 In 2011, almost nobody deploying and 12% planning.
- #39 Make sure that your vendor is truly qualified with expertise working with all technologies involved. Gather feedback from all stakeholders before developing a process Must have top level executive buy-in and support
- #42 FUJITSU Document Scanner fi-7180 -- $1500
- #44 Other examples… Konica-Minolta – Results Engineering, AMS Imaging Canon – IRIS, Therefore HP – Tower Software, Autonomy (and Interwoven), Exstream
- #46 Otherwise Europe looks very similar.
- #47 1944 The new role for IT professionals Business will by 2020 control 90% of tech spending – IT needs to provide guidance on this, NOT try to stop it Many IT professionals will become project managers, developers, or business consultants IT professionals will focus on connecting people, information, and knowledge across platforms, apps, and devices Information security, privacy, and compliance need to become inherent and transparent CONCLUSION: We need to educate the business in innovation and information management….?