The Future of Capture Technologies

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1 Nuance Conference Barcelona Dec 3rd The Future of Capture Technologies Doug Miles Director of Market Intelligence AIIM 1

2 The Opportunity: Information is the world s new currency.

3 But amidst this opportunity, these are the kinds of things we hear

4 The Reality: Our file servers are out of control and no one can find anything.

5 The Reality: Information is leaking out of the organization at every turn via devices that weren t even invented when we put our systems in place.

6 The Reality: The volume of stuff we are trying to manage is rapidly spinning out of control.

7 The Reality: Maximizing our SharePoint investment is proving more difficult than we thought.

8 The Reality: Every time I turn around, the business has implemented some new application that we didn t even know about in IT.

9 The Reality: As the CEO, I can t believe we are not getting more value out of the money we spend on technology.

10 Welcome to the era of Information Chaos.

11 How did we wind up here?

12 1 Consumerisation is transforming what users expect from applications and how we deliver them.

13 2 Cloud and Mobile are creating an expectation of anywhere, anytime access.

14 3 The Changing Nature of Work is forcing organizations to think flat and agile, not hierarchical and slow.

15 Managing Information Chaos managing the volume, variety and velocity of information and content created by these three disrupters -- is THE business challenge of the next decade.

16 Core AIIMPractice and ECM Areas and Disciplines CAPTURE MANAGE STORE DELIVER PRESERVE CAPTURE ANALYZE ENGAGE AUTOMATE GOVERN

17 AIIM S Offerings AIIM S Offerings Thought leadership Industry Watch White Papers Infographics Skills development Certificate program in core disciplines Professional Certification (CIP) Task specific short courses and sales enablement Expert advice Webinars Toolkits AIIM Conference AIIM Forum UK Community Bloggers, discussion groups, forums Membership and Chapters Standards and Best Practices groups

18 AIIM 2014 Conference & Suppliers Forum The AIIM Conference 2014 will be 2.5 days jam packed with dynamic keynotes, fast paced conference sessions, peer networking and group therapy with 750+ attendees. Benefits: designed booth, group therapy, plus exposure during the event, on event website, and in promotional materials. Gold Sponsorship SOLD OUT Platinum Sponsorship includes speaking slot and enhanced exposure 18

19 AIIM s Offerings Thought leadership Industry Watch White Papers Infographics Skills development Certificate program in core disciplines Professional Certification (CIP) Task specific short courses and sales enablement Expert advice Webinars Toolkits AIIM Conference AIIM Forum UK Community Bloggers, discussion groups, forums Membership and Chapters Standards and Best Practices groups 19

20 Thought Leadership: Industry Research AIIM s Industry Watch gives sponsors: market research, major PR, Hundreds of Sales Leads, and custom content Topics for 2014 (Q1) (Q2) (Q3) (Q3) (Q4) Collaboration & Other Processes in a Cloud & Mobile World Automating Information Governance Case Management & Intelligent Business Processes Search & Discovery Paper Wars 2014 an update from the battlefield Benefits Research Market Positioning Lead Generation 20 Full report free to download at:

21 Paperfree..the use of paper in business for records and correspondence should be declining by 1980, 1975 and by 1990, most record handling will be electronic...global consumption of office paper more than doubled in the last two decades of the 20th century

22 You have to kick the paper out of the process! Paper reduction is part of business improvement campaigns: 75% yes Have a specific policy or maxim to Drive paper out of the business : 27% yes

23 Volumes Paper Records Volume of your paper records 42% Of orgs. increasing 34% Of orgs. decreasing 23

24 Volumes prints and photocopies Consumption of paper and/or number of photocopies 35% Of orgs. decreasing 24 32% Of orgs. increasing

25 Volumes process Amount of paper flowing through business processes 42% Of orgs. decreasing 25 17% Of orgs. increasing

26 ed Invoices 77% print a copy of invoices that arrive as PDFs 16% print a copy and then scan it in! 31% print invoices that arrive by fax and then scan them back in Only 23% pass PDFs or faxes directly as images to the capture/ workflow system. 26

27 20% of organizations scan half or more of their inbound mail on entry 20% of organizations scan half or more of their inbound mail at the point-of-process

28 20% of organizations scan half or more of their inbound mail on entry 20% of organizations scan half or more of their inbound mail at the point-of-process 29% of organizations scan half or more of their inbound mail for archive postprocess

29 Paperless or not? A third of small and mid-sized companies and 22% of the largest have yet to adopt any paper-free processes. 29

30 Why not paper-free? What do you think are the main concerns about work-flowed, paper-free processes? (Max THREE) 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% Signatures and legal admissibility are still the big bogies. Physical signatures on paper are obligatory Too much investment in scanning and capture needed The process workflow will be too inflexible for exceptions Legal admissibility will be compromised Prefer to write notes and amendments onto paper It s a major change/jobs may be lost Captured data will not be accurate, leading to mistakes Scanned forms may not be easily readable Documents and forms will be less reliably accessible than with paper filing Can t take work or reference documents home, on the train or out on site 30 AIIM 2013 N=426

31 Video

32 Problems with Paper What would you say are the biggest issues caused by paper-based processes in your organization? (Max THREE) 0% 10% 20% 30% 40% 50% #1 Re-keying and physical handling Time spent re-keying data, searching for paper copies and filing Storage volume and outsource paper store costs Inability to monitor workflow progress Lost paperwork or case files #3 Transparency of workflows Compliance and audit issues Poor access to case or process documents for front-office/call-desk staff Inability of staff to work from home or on the road Delays introduced by post, courier or mailroom Difficulty of re-allocating or re-locating workloads 32 60% AIIM 2013 N=426

33 Productivity Taking the widest view, by how much do you think driving paper out of the process using scanning and capture, including digital mailroom and mobile capture, improves or would improve the productivity of process staff in your organization? N=327 33

34 Speed of Response Taking the widest view, by how much do you think driving paper out of the process using scanning and capture, including digital mailroom and mobile capture, improves or would improve the speed of response of your organization to customers, suppliers, citizens or staff? N=327 34

35 How far have they got? 50% there, 8% 75% there, 5% Haven t even started yet, 18% 33% there, 8% 20% there, 12% 15% there, 6% 5% there, 30% Thinking of all the potential processes where you could drive out paper using scanning and capture, including mobile capture and digital mailroom, how far would you say you are towards that goal? 10% there, 14% N=327 35

36 Digital Mailroom Using digital mailroom: 7% US 14% Europe 36

37 Digital Mailroom Benefits Fewer operational staff physically handling mail 37 52% Faster turnaround to customers 38% Immediate access to latest customer correspondence 38%

38 Mobile Capture 38

39 Mobile & Social 39

40 Capture at the Periphery Are forms and documents currently captured in any of the following places for use in your key business processes? % of Organizations 0% 5% 10% 15% 20% 25% 30% 35% General employees at home or travelling Retail branches/shops/stores 40% Customer self-service and mobile set to grow. Field staff at home Twice as many orgs planning mobile capture as doing it now. Field staff on road/mobile Agents, representatives or suppliers' premises Customers/citizens on your premises Customers/citizens at home Customers/citizens on mobile Now 40 Planned Months AIIM 2013 N=326

41 Mobile Capture 76% have no mobile-enabled processes: 24% haven t even thought about it, 20% have security reasons or feel it adds no value 32% have evaluated it but not made a move. Just 3% actively look at every process with a view to mobile-enabling it 41 AIIM 2012 N=419

42 Tablet Capture In 5 years time, 33% of orgs, expect to see half or more of their employees using ipads, tablets or digital clipboards for filling in forms 42

43 Capture at home or employee mobile In your organization, what would be the biggest benefits from extending distributed capture to the home, portable or mobile devices of your employees? (Max THREE) Process starts 0% 5% 10% 15% 20% 25% 30% 35% 40% Process is triggered in minutes, not hours or immediately, days Field staff can trigger processes without going-back-to-base Savings in physical transporting/ handling/storage costs No need for backto-base delay. Keeps travelling staff in process/approval loops. Travelling/remote staff can initiate or sign-off processes Fewer lost forms or dropped processes Case workers/inspectors/ professionals can access and update case-files on-site On-the-spot proof-of-identity/ signature capture Supporting data can be validated closer to the customer Immediate feedback/ approval at customer s home/ business 43 N=232

44 Vendor Stuff 44

45 Scanning Applications Which of the following do you use in your business unit? 0% 10% 20% 30% 40% 50% Note: reflects AIIM community and those opting in to a survey on capture. High volume production scanners Invoice scanning for AP process Staff scan receipts for expense claims Check (cheque) scanning for AR process Website accepts customer-scanned documents Scanner-per-desk for professional staff Portable scanners for field staff Signature scanners or touch pads Mobile apps for scan/capture Facial recognition for security 45 60% AIIM 2013 N=426

46

47

48 Spending plans - Worldwide 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? % of Organizations -30% -20% -10% 0% 10% 20% MFP s Desktop scanners 30% 40% 50% 60% Scanners of all types fairly flat. Capture S/W and systems strong. Portable scanners Table-top production scanners Floor-standing mailroom scanners Workflow/BPM very strong including AP. OCR/ICR applications Capture systems/servers Workflow/BPM Invoice automation, AP/AR Mobile capture apps Outsourcing some growth. Other mobile apps End-to-end mobile platforms Outsourcing Less 48 More AIIM 2013 N=318 excl. Same Line length reflects We don t spend anything on this

49 Spending plans - Europe 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? % of Organizations -30% -20% -10% 0% 10% MFP s Desktop scanners Portable scanners Table-top production scanners 20% 30% 40% 50% 60% MFPs and portables flat. Prod. & Desktop down but Mailrooms up. Floor-standing mailroom scanners Capture strong. OCR/ICR applications Capture systems/servers Workflow/BPM very strong including AP. Workflow/BPM Invoice automation, AP/AR Mobile capture apps Other mobile apps End-to-end mobile platforms Outsourcing Less 49 Warning: low sample size More N=45 Line length reflects We don t spend anything on this AIIM 2013 Outsourcing strong growth.

50 ECM Spend products and apps 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? Number of organizations -10% 0% 10% 20% 30% 40% 50% Enterprise search SharePoint Workflow/Business process management SharePoint add-ons On-premise ECM systems On-premise ECM modules management Web content management Case management/smart process apps Digital asset management Distributed capture systems Invoice automation, AP/AR Cloud ECM services On-premise social business platform Cloud social business platform And then BPM Less 50 Search, SharePoint, More AIIM 2013 N=318 Same is not included. Line length="we don't spend anything on this"

51 ECM Sub-Systems Which of the following ECM sub-systems do you have deployed now/plan to deploy in the next months? % of organizations 0% 10% 20% 30% 40% Single sign-on access portal across multiple Dedicated management/archive Image-enabled workflow and routing BPM managing multiple processes Unified capture platform across multiple input Manage-in-place RM across multiple Digital or e-signatures 50% 60% 70% Capture and BPM stuff still planned for deployment in 2x as many organizations over the next months. Unified RM archive underlying multiple systems Integrated output management system for Federated search/analytics across multiple Social business application platform Social business content/records management 51 Warning: self-elected sample Now Plan months AIIM 2013 N=364, ecl. Don't Know or N/A 8% None of these 51

52 ECM - Capture Integration How would you describe the integration between your capture and scanned-image workflow system(s), and your main ECM content management system? 0% 5% 10% 15% 20% 25% 30% They are pretty much the same system now We plan to bring them together in one system They are mostly separate systems and are likely to remain so 26% have the classic ECM implementation that includes capture and image workflow. 34% have separate systems, although 16% plan to bring them together. We have capture and image workflow, but have nothing you could describe as ECM We don t have capture and image workflow 13% only have capture/imaging. 52 AIIM 2013 N=335 excl. 22 N/A 52

53 Competition for supply How are these capture processes mainly being implemented and interfaced? 0% 5% 10% 15% 20% 25% 30% 35% Standard feature of specific process application (e.g. finance system, HR system, etc.) As part of an integrated ECM suite Developed/assembled in-house largely as oneoff Multiple capture applications interfaced separately to each application 36% sourcing their capture as part of enterprise platform. 26% DIY Standard capture platform interfaced separately to each application 11% standard capture platform with BPM Standard capture platform integrated to separate workflow/bpm system Standard capture platform with built-in workflow/bpm Outsourced/SaaS 53 40% AIIM 2013 N=426

54 Automated Classification - plans How would you best describe your overall plans for automated declaration/classification of records? We have no plans, 17% We don t think it would work well enough for us, 3% We are doing it successfully across a number of content types, 8% 14% doing it now. We are doing it successfully across one or two content types, 6% 24% plan for the future. We tried it but didn t proceed, 2% Our system doesn t give us the option, 3% It s something we plan to do in the future, 24% 54 37% keen to get going with it. We re just getting started, 29% We are keen to automate as soon as we can, 8% AIIM 2013 N=421 Overall, just over half have an immediate interest in the concept.

55 ROI Overall, what would you say has generally been the payback period for these paper-free process projects? 3 years, 4% 52% 12-months or less. 3 months, 7% 2 years, 17% 6 months, 15% 18 months, 15% 12 months, 30% 55 AIIM 2013 N=426 67% 18-months or less

56 Conclusions Capture is cool Especially digital mailrooms, and mobile & social capture and voice Organizations are still not yet making enough use of capture..but those that do use capture are getting significant results 56

57 Questions? 57

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