User Requirements from Inbound Document Management ~~~

Transcription

1 User Requirements from Inbound Document Management ~~~ Market Assessment February 2009

2 About provides buy-side and sell-side organizations with deeper research and analyses in front office, mid-office and back office BPO than any other research firm in the world. The company s subscription-based model provides subscribers with robust market analyses, case studies, vendor assessments, contract analyses, market reports and access to a content-rich BPO contracts database. The firm covers a wide range of industries including financial services, government and utilities sectors, and tracks worldwide and regional BPO activity. s home page is The company tracks business services activity. In particular, focuses on the following business services and process areas: Front-office customer management services Middle office industry-specific processing services such as policy administration, claims processing services, and payment processing Back office support services such as HR services, finance & accounting services, and procurement services provides information to its clients in a variety of forms, including within: s BPO subscription services, to assist organizations in developing sourcing strategies and in supporting individual sourcing projects including vendor short-list development Workshops, to assist organizations in identifying the most appropriate areas of BPO for their organization Business case development, to assist organizations in deciding whether BPO is appropriate for individual processes Custom assessments, to assist buy-side organizations in benchmarking individual processes and to assist vendors in successfully taking BPO concepts to market. For more details, contact: U.S. Riverside Center 275 Grove Street Suite Newton, MA Phone: (617) Fax: (617) U.K. Atrium Court The Ring Bracknell RG12 1BW Phone: +44 (0) Fax: +44 (0) Germany Im Mediapark Koln Phone: Fax: rachael.stormonth@nelson-hall.com 2009 by. February 2009

3 Abstract The purpose of this study is to analyze user requirements for inbound document management services and to recommend options for vendors in addressing this market. In particular, the study uses user interviewing to establish: The document management issues and challenges faced by user organizations Satisfaction with existing inbound document management services The organization of delivery of inbound document management services Current and planned usage of outsourced inbound document management services Benefits sought from outsourced inbound document management services and vendor selection criteria Perceived vendor capabilities in document management services. s document management services report is designed for: Marketing, sales and business managers developing strategies to target segments of the document management services market Executives in purchasing organizations seeking an understanding of document management services offered and vendor capabilities in this area Consultants advising purchasing organizations in service and vendor selection. The geographic scope of this study is the U.S., the U.K. and Continental Europe. Copyright 2009 by. All rights reserved. No part of the publication may be reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher. The information provided in this report shall be used only by the employees of and within the current corporate structure of s clients, and will not be disclosed to any other organization or person including parent, subsidiary, or affiliated organization without prior written consent of. exercises its best efforts in preparation of the information provided in this report and believe the information contained herein to be accurate. However, shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided by. February 2009

4 Table of Contents Chapter 1: Introduction 1 A. Objectives & Scope 1 B. Methodology 2 C. Structure of the Report 3 Chapter 2: Executive Summary 4 A. Forty-One Per Cent of Organizations Will Evaluate Outsourced Inbound Document Management Services in B. Restructuring the Delivery of Inbound Document Management 7 C. Improving Management of Workload Fluctuations and Backlogs 10 D. Delivery of Consistent Multi-Channel Inbound Support 11 Chapter 3: Inbound Document Management Issues 12 Chapter 4: Organization of Inbound Document Management 22 Chapter 5: Current and Planned Usage of External Services by. - i - February 2009

5 Chapter 6: Services Purchasing & Vendor Selection by. - ii - February 2009

6 Chapter 1 Introduction A Objectives & Scope The purpose of this study is to analyze the market for inbound document management services and to recommend options for vendors in addressing this market. In particular, the study uses user interviewing to establish: The document management issues and challenges faced by user organizations Satisfaction with existing inbound document management services The organization of delivery of inbound document management services Current and planned usage of outsourced inbound document management services Benefits sought from outsourced inbound document management services and vendor selection criteria Perceived vendor capabilities in document management services. s document management services market assessment is designed for: Marketing, sales and business managers developing strategies to target segments of the document management services market Executives in purchasing organizations seeking an understanding of document management services offered and vendor capabilities in this area Consultants advising purchasing organizations in service and vendor selection. The geographic scope of the study is the U.S., Continental Europe and the U.K by February 2009

7 B Methodology defines BPO as the outsourcing of business functions or processes to a third party. In order to qualify under this definition, BPO contracts must involve the vendor taking overall responsibility for the business process and not just supplying IT applications or processes to facilitate the process. Typically BPO involves the vendor in employing those personnel involved in delivery of the business process. Document management BPO is defined as the outsourcing of a document-related process to a third-party. Document management BPO is segmented into three areas: Inbound document capture, verification and distribution, covering: Data capture, processing and distribution Document storage & retrieval Mailroom operations Document infrastructure management, covering: Reprographics and fleet copier management Distributed printer fleet management Outbound document management services, which is further divided into: Transactional mail: the printing & distribution (both physical and electronic) of transactional mail such as invoices and statements Print management: including the print sourcing and procurement, warehousing and distribution of marketing materials and corporate documentation. Multi-service document management BPO describes the provision of multiple document services by an external services provider. The approach taken to analyze this market encompassed interviews with 90 user organizations in the U.S., U.K. and Continental Europe. The profile of user organizations interviewed is shown in Exhibit I-1. Exhibit I-1 Interview Profile Industry Sector Number of organizations Interviewed Federal and Central Government departments & agencies Insurance 30 Retail banking 30 Total by February 2009

8 C The rating system used to assess importance and satisfaction throughout the user survey is a 1 to 5 scale, with 1 being not at all important/satisfied and 5 being very important/satisfied. Structure of the Report The report is structured into the following chapters: Chapter I: Introduction Chapter II: Executive Summary Chapter III: Inbound Document Management Issues, covering user satisfaction and the challenges of delivering inbound document management services Chapter IV: Organization of Inbound Document Management, covering current and desired approaches to the organization of inbound document management services Chapter V: Current and Planned Usage of External Services, covering outsourced inbound document management service usage and 2009 buying intentions Chapter VI: Services Purchasing & Vendor Selection, covering the benefits required from outsourced services, identification of decision-makers, and vendor perceptions 2009 by February 2009