Watch. ECM Decisions - AIIM Market Intelligence. strategic options for managing, accessing and preserving content. Industry

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1 AIIM Market Intelligence Delivering the priorities and opinions of AIIM s 80,000 community ECM Decisions - strategic options for managing, accessing and preserving content Underwritten in part by: aiim.org l

2 About the Research As the non-profit association dedicated to nurturing, growing and supporting the information management community, AIIM is proud to provide this research at no charge. In this way, the entire community can leverage the education, thought leadership and direction provided by our work. We would like these research findings to be as widely distributed as possible. Feel free to use individual elements of this research in presentations and publications with the attribution AIIM 2015, Rather than redistribute a copy of this report to your colleagues or clients, we would prefer that you direct them to for a download of their own. Permission is not given for other aggregators to host this report on their own website, in their own content library, or as paid-for promotion from one of the sponsors. Our ability to deliver such high-quality research is partially made possible by our underwriting companies, without whom we would have to return to a paid subscription model. For that, we hope you will join us in thanking our underwriters, who are: DocFinity 100 Oakwood Avenue, Suite 700 State College, PA Tel: [email protected] Web: IBM Corporation Corporate headquarters: 1 New Orchard Road Armonk, New York Tel: Web: EMC Corporation 176 South Street Hopkinton, MA Tel: or Web: Kodak Alaris Hemel One Boundary Way Hemel Hempstead HP2 7YU (UK) Tel: +44(0) [email protected] Web: Hyland Global Headquarters Clemens Road Westlake, Ohio Tel: Fax: [email protected] Webl: Kofax Laguna Canyon Road Irvine, California Tel: Sales Tel: [email protected] Web: Konica Minolta Business Solutions U.S.A., Inc. 100 Williams Drive Ramsey, NJ Tel: [email protected] Web: Sherpa Software 456 Washington Ave, Ste 2 Bridgeville, PA Tel: Toll Free: Fax: [email protected] Web: AIIM - The Global Community of Information Professionals 1

3 Process Used and Survey Demographics While we appreciate the support of these sponsors, we also greatly value our objectivity and independence as a non-profit industry association. The results of the survey and the market commentary made in this report are independent of any bias from the vendor community. However, the recommendations should not form the sole basis of any business decisions. The survey was taken using a web-based tool by 434 individual members of the AIIM community between Feb 13, 2015, and Mar 06, Invitations to take the survey were sent via to a selection of the 80,000 AIIM community members. Survey demographics can be found in Appendix 1. Graphs throughout the report exclude responses from organizations with less than 10 employees and suppliers of ECM products and services, taking the number of respondents to 375. About AIIM AIIM has been an advocate and supporter of information professionals for 70 years. The association mission is to ensure that information professionals understand the current and future challenges of managing information assets in an era of social, mobile, cloud and big data. AIIM builds on a strong heritage of research and member service. Today, AIIM is a global, non-profit organization that provides independent research, education and certification programs to information professionals. AIIM represents the entire information management community: practitioners, technology suppliers, integrators and consultants. About the Author Doug Miles is AIIM s Chief Analyst. He has over 30 years experience of working with users and vendors across a broad spectrum of IT applications. He was an early pioneer of document management systems for business and engineering applications, and has produced many AIIM survey reports on issues and drivers for Capture, ECM, Information Governance, SharePoint, Mobile, Cloud, Content Analytics and Social Business. Doug has also worked closely with other enterprise-level IT systems such as ERP, BI and CRM. Doug has an MSc in Communications Engineering and is a member of the IET in the UK AIIM The Global Community of Information Professionals 1100 Wayne Avenue, Suite 1100 Silver Spring, MD AIIM - The Global Community of Information Professionals 2

4 Table of Contents About the Research About the Research Process Used and Survey Demographics...2 About AIIM...2 About the Author....2 Introduction Introduction....4 Key Findings....4 Drivers and Adoption Drivers and Adoption...5 Adoption...6 Alternatives to ECM Alternatives to ECM Cloud-Based File Shares ECM Systems ECM Systems...8 ECM Strategies...9 Business Critical Consolidating Content...12 Process Process Multi-Channel Inbound Capture IG and Records Management IG and Records Management...15 Managing s as Records Workplace Social Platforms Workplace Social Platforms...16 Cloud and Mobile Cloud and Mobile...17 Private vs. Public Cloud Mobile Access Opinions and Spend Opinions and Spend Spend...22 Conclusion and Recommendations Conclusion and Recommendations...24 Recommendations References...25 Appendix 1: Survey Demographics Appendix 1: Survey Demographics...26 Survey Background...26 Organizational Size...26 Geography...26 Sector...27 Job Roles Appendix 2: General Comments Appendix 2: General Comments UNDERWRITTEN IN PART BY UNDERWRITTEN IN PART BY...29 About Docfinity...29 About EMC...29 About OnBase by Hyland...30 About IBM About Kodak Alaris...31 About Kofax...31 About Konica Minolta Business Solutions...32 About Sherpa Software...32 About AIIM...33 ECM Issues and Plans ECM Issues and Plans...20 Plans for ECM Sub-Systems...20 Functionality for the Future AIIM - The Global Community of Information Professionals 3

5 Introduction The ECM (Enterprise Content Management) concept has been with us now for nearly 15 years, and many of the products stretch back many years before that. Some of these original ECM suites grew from imaging and workflow products, others started with basic electronic document management, adding capture and records management along the way. SharePoint grew from project collaboration and contentsharing intranets to encompass a wide range of active-content management capabilities. Faced with the demands for process management, enterprise search, access beyond the firewall, mobile device support, social interaction, and cloud deployment, the suite providers have moved to add modules and product integrations to enable wall-to-wall content management across the enterprise and beyond. We will find in our survey results that more than half of organizations still have a vision to achieve a single enterprise-wide system to manage all of their content, but the current reality is that multiple systems and multiple content silos exist across most businesses. The much derided server file-share refuses to go away, and multiple cloud file-sync-and-share systems, often working outside of the information governance regime, are creating even more loosely-coupled information silos. Meanwhile, multi-channel inbound communications and document-centric workflows add another dimension, as they are linked to capture, case management, records management and compliance. So how do we set a strategy for the future, and do we accommodate, consolidate or federate our existing content systems? How do we align our information governance policies with this varied content landscape, and how do we support our users and business partners for remote and mobile access to both collaborative content and the corporate knowledge base. In this report we look at how ECM systems have become mission-critical alongside the other pillars of enterprise IT, and how they need to be integrated with these other systems. We also look at how cloud and mobile strategies are playing out. Above all, we look at how all of these factors are influencing the choices for consolidation, enhancement or replacement. Key Findings Drivers and Adoption n Lowering costs and improving efficiency is the main driver for ECM (40%), with compliance and risk second, dropping slightly since 2013 (33%). Collaboration (18%), and customer service (9%) vie year-on-year for third place. n More than half of responding organizations (52%) are working towards a company-wide ECM capability, but only 14% have completed it. 16% are integrating across departments and 22% are still in departmental mode. n 10% are looking to replace existing system(s) with a new one. 10% of the largest organizations, 13% of mid-sized and 5% of the smallest. n 62% are still strongly reliant on their file-share. 1% have turned it off, and 15% have largely replaced it. ECM Systems and Strategies n 52% have three or more ECM/DM/RM systems. 22% have five or more (38% of the largest). These numbers are a few percentage points up on the 2013 survey, so no evidence of consolidation as yet. n For 67% of organizations, ECM/DM is mission-critical, 54% for RM and 40% for capture and workflow. A third would suffer serious disruption after an outage of just 1 hour, 58% would struggle after half a day of downtime n 54% are converging on a single-vendor ECM suite, including 21% who may well buy a new one (6% as their first ECM system). 24% are building on best-of-breed or departmental systems, and 8% are looking at a 2-tier structure. n 88% see plenty of scope for ECM enhancement, although focus has moved on in 30% of user organizations. 75% agree that ECM/RM is a fundamental part of their information security regime AIIM - The Global Community of Information Professionals 4

6 Integration and Process n To consolidate content silos, 20% intend to migrate content to ECM, 44% will integrate ECM with other enterprise systems. 15% will rely on enterprise search or content portals and 16% will continue with separate silos. n Currently, 61% have no connection between ECM and ERP. 24% have a one-way content link, 8% a two-way link and 7% have an AP/AR transaction link. n 30% have some degree of integrated multi-channel inbound communications, but only 5% are auto-routing to multiple processes. 22% handle paper and electronic inbound separately. n 37% prefer their workplace social platform to be an extension or module of their ECM system, rather than a separate best-of-breed product. Half prefer an on-prem social platform rather than cloudbased. Cloud and Mobile n From a personal view, our respondents are largely in favor of moving ECM content to the cloud (71%), mostly as a small on-prem/large cloud hybrid. Their organizations are less positive, with 48% in favor of cloud, 28% resolutely against, and 28% with no decision made as yet. The dominant preference is for private cloud (71%). n 39% have some degree of mobile access, but only 5% have widespread access for staff and project partners. Less than 20% have comment, edit and process interaction capability that is appbased. Issues n The biggest current issues are improving user adoption (45%) and consolidating multiple repositories (42%). Raising the level of training and expertise figures strongly (30%), as does dealing with s as records (32%). n The definition of ECM is becoming blurred, with 52% agreeing that in 5 years time, ECM systems will be an undifferentiated part of the IT infrastructure. Most (63%) currently see their ECM system to be a compliant home for information and a platform for company-wide sharing. Spend n Spend intentions are strong, particularly in cloud/saas services, and in storage. Outsourced bureau services, and independent consultancy services show little net growth. n Workflow, content analytics and enterprise search have a strong net demand. management, auto-classification/data remediation, and case management also show very positive spend intentions. Drivers and Adoption AIIM has been tracking the primary driver for ECM investments since 2004, around the time that the imaging systems were giving way to full-blown content management. At that time, the main driver was cost savings and efficiency, and so it is today. But in the meantime, compliance and risk has challenged as a driver, particularly in the post-crash period of 2012/2013. We can also see from Figure 1 that customer service as a driver has given way to collaboration, despite the current challenges of multi-channel input and the demand for fast response AIIM - The Global Community of Information Professionals 5

7 Figure 1: When you consider your document and records management projects, what is the most significant business driver for your organization? (N=373) 60% 50% 40% 30% 20% 60% 10% Cost/Efficiency Compliance/Risk Customer Service Collabora on 50% 0% % Cost/Efficiency Adoption 30% Compliance/Risk We have also charted adoption over many years, and here we need to sound a note of warning. Active Customer Service members of the AIIM 20% community tend to be those who are planning or implementing ECM rather than those who have a successful implementation behind them, and are likely to have moved on. Therefore Collabora on the fact that the number reporting a completed company-wide No system, ECM no plans, 3% capability No has system, hovered but around 14% or 15% over 10% Looking to the past 5 years may replace reflect this. exis ng There are also two other factors. Firstly plans the in the scope next of ECM broadens as each new piece of vendor ECM technology system(s) months, comes on stream, or a new content type enters the workplace, and therefore an ECM project 0% with a new one, 8% is unlikely to ever be deemed complete. Secondly, we have only in the past two years added the option Looking % 2005to 2006 replace 2007 (Figure ) 2010 which 2011 this 2012 year 2013 has jumped One or more to 10% from 5% in Not unexpected Completed in a mature a company-wide market, but also reflective of some of the issues DM/RM we will projects cover in this report. ECM capability, at the Figure 2: How 14% would you best characterize your organization s experience departmental with document management (DM), records management (RM) and Enterprise Content level, Management 22% (ECM)? (N=375) Implemen ng Looking a to company-wide replace exis ng ECM capability, ECM system(s) 28% with a new one, 10% Completed a company-wide ECM capability, 14% No system, no plans, 3% Integra ng No system, but plans in the next DM/RM projects across months, departments, 8% 16% One or more DM/RM projects at the departmental level, 22% Implemen ng a 0% 10% 20% 30% Integra ng 40% company-wide DM/RM projects ECM capability, across No system, no 28% plans departments, emps 16% No system, but plans in the next 500-5,000 emps months When we look at the adoption rates by size of organization, we see that 5,000+ although empssmaller organizations have some One or catching more DM/RM up to projects do regarding at the enterprise-wide roll-out, most have plans under way. More interesting is the fact that 13% departmental of mid-sized level organizations are looking to replace, and this may be consolidation of numerous Integra ng DM DM/RM systems, projects or moving across on from a stalled SharePoint project 2. departments 0% 10% 20% 30% 40% Implemen ng a company-wide ECM capability No system, no plans emps 2015 Completed AIIM - The a Global company-wide Community ECM of Information Professionals 6 capability No system, but plans in the next 500-5,000 emps

8 ECM capability, 14% at the departmental level, 22% Figure 3: How would you best characterize your organization s experience with DM, RM and ECM? (N=375) Implemen ng a Integra ng company-wide DM/RM projects ECM capability, 0% 10% 20% 30% across 40% 28% departments, 16% No system, no plans emps No system, but plans in the next months One or more DM/RM projects at the departmental level Integra ng DM/RM projects across departments Implemen ng a company-wide No system, no ECM plans capability No system, but plans in the next Completed a company-wide months ECM capability One or more DM/RM projects at the Looking to replace departmental exis ng ECM level system(s) with a new one Integra ng DM/RM projects across departments Implemen ng a company-wide ECM capability Alternatives to ECM 500-5,000 emps 5,000+ emps Completed a company-wide ECM What did we do before ECM? Well, capability we relied on the file-share, the share-drives, the X:Drive or G:Drive. As we can see in Figure 4, despite mostly having ECM systems, we still make heavy use of the file-share. 62% of organizations Looking are still to replace strongly exis ng dependent ECM on the file share as a key repository, including 25% where it is still the most dominant system(s) content with store. a new In one some organizations, the file-share is rigorously managed for both structure and access rights, but in many cases it is simply a dumping ground for content, with no discipline and a vast quantity of content that is ROT redundant, We have obsolete turned and trivial. it off, 1% Only 1% have actually turned it off, We with encourage/ sanc on the 15% use reporting that they have largely replaced it with ECM or SharePoint. In many organizations, of cloud the ECM fileshares is instead, used for work-in-progress. It is worth system is considered the place for finished or published documents, whereas the share-drive We bearing have largely in mind all the shortcomings of the server-based file 1% replaced it with share as it is all too easy for this situation our to ECM/ be replicated in the cloud. SharePoint Figure 4: How would It you is the best most describe the current status of your network system(s), file-share 15% repository dominant content store (X:Drive, we G:Drive, Share drives)? (N=372) have, 25% We have turned it off, 1% It works We encourage/ alongside our sanc on the use ECM system(s) of cloud file- for working files, It is s ll one shares of instead, our main 1% repositories, 37% It is the most dominant content store we have, 25% It is s ll one of our main repositories, 37% 0% 10% 20% 30% 40% emps 500-5,000 emps 5,000+ emps We have 20% largely replaced it with our ECM/ SharePoint system(s), 15% It works alongside our ECM system(s) for working files, 20% 2015 AIIM - The Global Community of Information Professionals 7

9 Cloud-Based File Shares File-share-and-sync services (FSS), whether consumer or business-grade, satisfy a need users have to share and exchange documents both between their own multiple devices, and with other persons who mostly live outside the firewall. We could probably live with this external sharing, especially if we enforced or authorized the use of specific, business-grade FSS services. The problem arises when creating, revising and storing these documents in the cloud takes place in parallel with the on-premise ECM system, bypassing all of the governance rules that have been set around classification, security and retention. Figure 5: What is your official policy on employees using consumer cloud-based file-shares and collaboration systems? (N=364) We expect them to use businessgrade systems, 4% They are encouraged to do so if it benefits the project or task, 3% We don t actually have policies to say they shouldn t, 27% Placing restrictions on consumer FSS systems is fine, but only if you provide an approved businessgrade system (which only 13% do). You then have some hope of aligning governance between your onpremise content management and your cloud 0% shares, 5% 10% but 15% it will 20% always 25% 30% be a 35% tough battle to fight. ECM Systems We provide an approved business-grade system, 13% We like the roadmap and will keep up as fast as we can We restrict access to the most likely applica ons, 26% We enforce a policy of compliance, 11% We have policies but they are being circumvented, 17% We like the roadmap, but it is way Despite the sought-after ahead of where goal we of a are single now enterprise-wide content management system, Non-SP most Users organizations have several: We re 52% not have so happy 3 or more with systems some and 22% have five or more, rising to 38% of the largest organizations. These may include a classic suite-based system tied to process applications, SP Users aspects, but we ll go with it one or more SharePoint deployments, a dedicated imaging system, and a stand-alone records management system. Despite Our the supplier call for isn t consolidation, moving as fast the as we number seems to be rising compared to previous years 19% reported having five or more would in like 2013 them compared to with 22% today. SharePoint is the strongest player, with 58% of our Our survey needs considering are diverging it from to be the one of their primary ECM/DM/RM systems up from 53% in The next four direc on products/suppliers our supplier range is goingfrom a 22% to a 13% share, followed by a long tail of over twenty suppliers with a 1% or more share of the installed base. Current product is being At this consolidated/subsumed/ stage in market maturity, discon nued many users can feel trapped with their current system, so we asked how they felt about their supplier s roadmap for product improvement (Figure 6). We don t know what their roadmap is Splitting out the SharePoint for users, our product we can see that Microsoft is moving ahead faster than most users can keep up with, and there are some aspects that users are not happy with (most likely the perceived lack of support for on-prem usage 2 ). Other suppliers would seem to be moving at about the right pace, although for a tenth of users, progress is slower than they would like. 0% 10% 20% 30% Build a new, first me, enterprise-wide ECM pla orm from a single-vendor ECM suite Con nue to invest in our exis ng enterprise-wide single-vendor suite Migrate and replace exis ng content systems with a new, enterprise-wide, single-vendor ECM suite 2015 AIIM - The Global Community of Information Professionals 8 Migrate exis ng content mgmnt systems to an exis ng, enterprise-wide, single-vendor ECM suite

10 27% are being circumvented, 17% Figure 6: How well aligned is the roadmap of your ECM supplier with your own needs and plans? (N=259 excl. 87 Don t Know or N/A) 0% 5% 10% 15% 20% 25% 30% 35% We like the roadmap and will keep up as fast as we can We like the roadmap, but it is way ahead of where we are now We re not so happy with some aspects, but we ll go with it Our supplier isn t moving as fast as we would like them to Non-SP Users SP Users Our needs are diverging from the direc on our supplier is going Current product is being consolidated/subsumed/ discon nued We don t know what their roadmap is for our product Most organizations (76%) have more than one ECM/DM/RM system or supplier, with 22% having 5 or more. Build a new, first me, enterprise-wide ECM SharePoint pla orm is the dominant from a single-vendor presence in ECM the installed suite base, with 58% considering it to be one of their primary ECM/DM/RM systems, but there is considerable overlap with other suppliers. Con nue to invest in our exis ng enterprise-wide single-vendor suite ECM Strategies 0% 10% 20% 30% Migrate and replace exis ng content systems with a new, enterprise-wide, single-vendor ECM suite Despite Migrate the obvious exis ng difficulties content mgmnt of deploying systems to a single, an enterprise wide ECM suite, 54% of our responding organizations exis ng, enterprise-wide, have set that single-vendor as their strategy, ECM suite rising to 62% of those who actually have a strategy. Of these, 7% would be investing for the first time, and 18% would be looking to replace an existing system with a new Con nue to build a best-of-breed mul -vendor one. (This number is higher than the 10% solu on cited in Figure 2, but here we are talking of future strategy rather than immediate plans). These numbers are very similar to those of our 2013 survey 1, although the number looking to Selec vely migrate update/replace/migrate to a new ECM suite has exis ng risen from 13% to 18%. mul ple departmental/local systems as needed 15% have a clear plan to build on best-of-breed products, whereas 9% are taking a more ad hoc approach in Move upgrading to a two- er or replacing structure departmental with enterprise systems ECM + as the need arises. There is a recent development of socalled two-tier ECM where an overall enterprise-wide system provides a parent portal into more diverse dedicated/specialist departmental systems departmental Build/extend or specialist our systems. own custom solu on We don t have a strategy 0% 10% 20% 30% 40% 50% 60% 70% 80% Enterprise search Records management BPM and workflow Metadata management Inbound capture pla orm management/archive 2015 AIIM - The Global Internal/workplace Community of Information social pla orm Professionals 9 Mobile access pla orm

11 We re consolidated/subsumed/ not happy with some discon nued SP Users aspects, but we ll go with it We don t know what their roadmap is Our supplier isn t moving as fast as for we our product Figure 7: How would would like them you to best describe your ECM/DM/RM strategy going forward? (N=331 excl. 20 Don t Know) Our needs are diverging from the direc on our supplier is going 0% 10% 20% 30% Current product is being consolidated/subsumed/ Build a new, first me, discon nued enterprise-wide ECM pla orm from a single-vendor ECM suite We Con nue don t know to invest what in their our exis ng roadmap enterprise-wide for our product single-vendor suite Migrate and replace exis ng content systems with a new, enterprise-wide, single-vendor ECM suite Migrate exis ng content mgmnt systems 0% to an exis ng, enterprise-wide, single-vendor ECM suite Build a new, first me, enterprise-wide ECM pla orm Con nue from a to single-vendor build a best-of-breed ECM suite mul -vendor solu on Con nue to invest in our exis ng enterprise-wide Selec vely update/replace/migrate single-vendor suite exis ng mul ple departmental/local systems as needed Migrate and replace exis ng content systems with a new, enterprise-wide, Move to a two- er single-vendor structure with ECM enterprise suite ECM + dedicated/specialist departmental systems Migrate exis ng content mgmnt systems to an 10% 20% 30% exis ng, enterprise-wide, Build/extend single-vendor our ECM own suite custom solu on Con nue to build a best-of-breed mul -vendor We don t solu on have a strategy Selec vely update/replace/migrate exis ng mul ple departmental/local systems as needed Move to When a two- er it comes structure to the with scope enterprise of ECM ECM functionalities, + we see in Figure 8 that around 35% have deployed suite dedicated/specialist modules for enterprise departmental search, records systemsmanagement, BPM/workflow, and metadata management, with a further 10% using integrated add-ons for these functions 0% 10% (most 20% likely with 30% SharePoint). 40% 50% Of 60% the 56% 70% using 80% inbound Build/extend capture, our around own custom a third are solu on using a module, a third an integrated add-on, and a third stand alone. For management or archive, Enterprise on the other searchand, more than half have a stand-alone solution, with only 15% having this capability We don t have as part of the ECM suite. Case management, e-discovery and cloud collaboration Records a strategy management are as likely to be stand alone as they are to be part of the suite, and only 8% are utilizing suite-based content analytics. BPM and workflow Metadata management Figure 8: Which of the following ECM functionalities do you have deployed, Inbound capture and pla orm in what way? (N=337) management/archive 0% 10% 20% 30% 40% 50% 60% 70% 80% Internal/workplace social pla orm Enterprise search Mobile access pla orm Records management Case management BPM and workflow Auto-classifica on Metadata management E-discovery Inbound capture pla orm Cloud collabora on management/archive Output management Internal/workplace social pla orm Content analy cs/big data Mobile access pla orm Case management ECM Suite Module Add-On (Integrated) Stand-alone Auto-classifica on E-discovery Cloud collabora on Output management Content analy cs/big data ECM Suite Module Add-On (Integrated) Stand-alone 2015 AIIM - The Global Community of Information Professionals 10

12 Business Critical When the term ECM was coined (by AIIM) some 15 years ago, it was intended to align the business importance of unstructured content management alongside the standard enterprise heavyweights of Finance, ERP and CRM. One way to measure this is the dependency of the business on such systems. We first asked (Figure 9) which content systems or operations our respondents feel are businesscritical. Figure 9: Which of the following content systems/operations would you consider to be business critical for your business in terms of availability? (Select all that apply)? (N=346) ECM/DM/SharePoint content access for work-in-progress and collabora on 0% 10% 20% 30% 40% 50% 60% 70% 80% Records management ECM/DM/SharePoint content access for reference / published content / intranet High volume capture of documents, forms, invoices, etc. Process management and workflow for claims, loans, etc. Social business pla orm 0% 10% 20% 30% 40% 50% 60% 70% 80% None of our content systems are that vital on ECM/DM/SharePoint content a daily access basis for work-in-progress and collabora on Records management The collaborative element of ECM for work-in-progress is considered business critical for 67%, and ECM/DM/SharePoint content 50% feel the use of ECM for reference More than access content 1 for reference / published content / intranetor as a knowledge-based Less intranet than 15 is vital, but 54% of our respondents also consider records day, management 22% to be critical to the business. minutes, Less 12% surprising, perhaps, High volume capture of documents, forms, is that the 45% using ECM functionality invoices, for high etc. volume document capture and process workflow need very high availability. Process management and workflow for Business critical can be an imprecise claims, loans, term, etc. but we then asked users to quantify 15 minutes how long to 1 before ECM hour, 21% downtime or malfunction would cause serious disruption, 33% said on hour or less, with a total of 58% struggling if their ECM capability Social business were to pla orm 4 hours to 1 be out of action for more than half a day. So in this respect, I think we can consider ECM to have taken its place as one of the pillars of enterprise IT on which the None of our content systems day, are 20% that vital on business depends. a daily basis Figure 10: How long before a system outage or major slowdown of your most critical content application would cause serious business disruption? 1 hour (N=331) to 2 2 hours to 4 hours, 15% hours, 11% More than 1 Less than 15 day, 22% minutes, 12% Migrate content into an external ECM system Provide content integra on 4 hours links between to 1 ECM and enterprise systems day, 20% Choose an ECM system that already has close integra on Publish/sync enterprise system content to a cloud-based 2 hours systemto 4 hours, 11% Use enterprise search, or search-portal across systems 0% 5% 10% 15% 20% 25% 30% 35% 15 minutes to 1 hour, 21% 1 hour to 2 hours, 15% 0% 5% 10% 15% 20% 25% 30% 35% Con nue to manage as separate repositories 2015 AIIM - The Global Community of Information Professionals 11 Migrate content into an external ECM system Archive to a content warehouse

13 a daily basis 15 minutes to 1 hour, 21% Consolidating Content 4 hours to 1 Of course, ERP, CRM, purchasing systems, More than and 1 day, 20% project management systems Less are than all 15 likely to collect day, 22% minutes, 12% documents and content in their own right, as well as purely transactional data, and these form multiple silos of information spread throughout the enterprise. Accessing this data from one point, and for a wider base of users, is one of the challenges for ECM. There are a number of alternative approaches, ranging from regular migration to the ECM system, through various levels of integration, to enterprise 1 hour search to 2 2 hours to 4 alone. hours, 15 15% minutes to 1 hours, 11% hour, 21% Figure 11: What is your strategy to address the issues of content stored within 4 hours other to enterprise 1 systems? (N=328) day, 20% 0% 5% 10% 15% 20% 25% 30% 35% Migrate content into an external ECM system 2 hours to 4 Provide content integra on links hours, between 11% ECM and enterprise systems Choose an ECM system that already has close integra on 0% Publish/sync enterprise system content to a Migrate content into an external cloud-based ECM system Use enterprise search, or search-portal across Provide content integra on links between systems ECM and enterprise systems 5% 10% 15% 20% 25% 30% 35% Choose Con nue an to ECM manage system as that separate already repositories has close integra on Publish/sync Archive enterprise to a system content content warehouse to a cloud-based system Use enterprise search, or search-portal across systems Integration with ERP and Finance systems is particularly useful for applications ranging from automated accounts payable, through contract and bid management, to case management and asset management. Con nue to manage as separate repositories All of these are likely to generate considerable quantities 0% 10% of supporting 20% 30% documents, 40% 50% contracts, 60% 70% drawings and specifications that need to be recorded and managed for their lifecycle, but also to be searchable and accessible by a range Archive of employees to a content within warehouse We have two-way close integra on the business and, in many cases, by partners outside of the business. Can access content in ERP from within the Figure 12: How closely coupled ECM is system your ECM/DM/RM system to your ERP/Finance system? (Check all that apply) (N=323) Can access content in ECM from within ERP 0% 10% 20% 30% 40% 50% 60% 70% Can archive/publish content from ERP to We have two-way close integra on ECM/RM Transac on access for AP/AR between Can access content ECM/BPM in ERP and from ERP/Finance within the ECM system Other linked transac ons/asset records, eg, Can access content in ECM CRM, from HR, within Service, ERP We do not have any linkages between Can archive/publish ERP/Finance content and from ECM/RM ERP to ECM/RM Transac on access for AP/AR between ECM/BPM and ERP/Finance Other linked transac ons/asset records, eg, CRM, HR, Service, We have made no progress towards We do not have any linkages paper-free., between 8% ERP/Finance and ECM/RM We have very few paper-free processes, 12% 1 hour to 2 hours, 15% We have many paper free processes and are driving out paper as fast as we can, 15% 2015 AIIM - The Global Community of Information Professionals We have a number 12 We have many We have made no paper of paper-free progress towards We have ad-hoc/ processes processes and are and are

14 Archive to a content warehouse Only 8% have two-way close integration between systems, thereby avoiding multi-screen working, or print and re-key. For some businesses, productized integration with say SAP or Oracle EBS is a key purchasing factor. Only 9% can immediately commit a record 0% 10% from within 20% ERP 30% to 40% records 50% management. 60% 70% Surprisingly, given the popularity of automated AP, only 7% have transaction access to match invoice content between ECM/BPM We and have the two-way finance system. close integra on Can access content in ERP from within the Two-thirds of organizations consider ECM system their ECM/RM systems to be mission-critical. A third have a critical downtime of one hour or less before serious disruption to the business occurs. For those with close integration Can access to content ERP, CRM in ECM or finance from within systems, ERP ECM is even more business critical. Can archive/publish content from ERP to ECM/RM Process Transac on access for AP/AR between ECM systems can ECM/BPM play a key and role ERP/Finance in a range of business processes, and we have seen that workflow/ BPM Other is a linked key area transac ons/asset for enhancement records, of existing eg, systems. Capture systems, image workflow, and OCR data extraction have been core CRM, components HR, Service, of ECM suites for many years, contributing to the move towards paper-free We processes. do not have However, any linkages despite between the many advantages of going paper free 3, particularly in this age of response-driven business, ERP/Finance most and organizations ECM/RM (64%) have a long way to go before they have addressed all of the processes that are potential candidates. Figure 13: What is your policy for creating paper-free processes? (N=322) We have made no progress towards paper-free., 8% We have very few paper-free processes, 12% We have ad-hoc/ localized paperfree processes but no central policy, 17% We have many paper free processes and are driving out paper as fast as we can, 15% We have a number of paper-free processes and are moving ahead, 21% We have some paper free processes, but progress is slow, 27% We discussed earlier that capture and imaging are core to many ECM systems, and ECM suite suppliers have been acquiring capture vendors for the last 10 years, including a major deal very recently. However, only 25% of organizations have implemented capture this way, plus a further 17% who plan to bring them together in the future. For 18%, they will stay separate, and 23% have no capture and image workflow AIIM - The Global Community of Information Professionals 13

15 Figure 14: How would you describe the integration between your capture and scanned-image workflow system(s), and your main ECM content management system? (N=319) We don t have capture and image workflow, 23% They are pre y much the same system, 25% We have capture They are pre y and image workflow, but We don t have much the same have nothing you capture and system, 25% could describe image as workflow, ECM, 11% 23% We plan to bring them together in one system, 17% We have capture and image They are mostly workflow, but separate systems have nothing you and are likely to could describe remain as so, 18% ECM, 11% We plan to bring them together in Multi-Channel Inbound Capture one system, 17% As customer communications spreads They are across mostly many channels paper, , SMS text, and social - the role of the capture system separate has been systems extended to pull together all of these inputs and present them either to line-of-business processes, and are or likely to customer service desks. Capturing and analyzing text in these messages can automate routing, remain and so, in many 18% cases, so called trailer documents such as proof of identity, can be automatically archived. Obviously this would not be applicable to all types of business, but even at the basic level of invoices, some 0% will arrive 10% on paper 20% and 30% some 40% electronically, 50% 60% and combining them together and routing them to the same process achieves a considerable improvement in uniformity Mul -channel pla orm with automated and flexibility. Despite rou ng this, to mul ple 22% of processes organizations process them separately, and 49% have somewhat ad hoc arrangements. Mul -channel pla orm with largely Figure 15: How do manual you deal rou ng with multi-channel inbound communications? (N=300) Combined some of our inbound channels for capture 0% 10% 20% 30% 40% 50% 60% Mul -channel pla orm with automated rou ng to mul ple processes Digital mailroom capturing inbound mail Mul -channel pla orm with largely Separate rou ng and handling manual for paper, rou ng electronic and social Combined some of our inbound channels for capture Largely ad hoc Digital mailroom capturing inbound mail Separate rou ng and handling for paper, electronic and social Largely ad hoc We don't really have much RM for Incorporated in electronic records, our ECM/DM 19% 71% of organizations have scanning and capture systems, and for 25% capture system, is incorporated 30% in their ECM system, but only 36% are making significant progress towards paper-free processes, and only 30% have integrated multi-channel Different inbound capture. departments have adopted We don't quite really have different much RM for Incorporated in approaches, electronic records, 17% our ECM/DM 19% system, Plan to 30% add/turnon records Separate systems management in for ac ve content our ECM system in 2015 AIIM - The Global Community Different management of Information and Professionals the next departments have adopted records quite months, 21% management, 10%

16 for manual capture rou ng Combined some of our inbound channels Digital mailroom capturing inbound for capture mail IG Separate and rou ng Records and handling Management for paper, Digital mailroom capturing inbound mail electronic and social As the wider requirement for information governance (IG) has come to the fore, driven by the needs of security Separate and privacy, rou ng the and role handling of the for ECM/RM paper, system has become even more important, and 75% of our respondents agree that ECM/RM electronic Largely is and ad hoc a fundamental social part of information security. Records management has been a core element of ECM suites for many years, although it took several releases before a satisfactory records capability was added to Largely SharePoint. ad hoceven now, only 29% utilize records management within their ECM/DM system. A further 20% have it, but have yet to turn it on suggesting perhaps that a lack of expertise in RM methodologies is holding users back. Figure 16: How would you describe your mechanism for managing electronic records? (N=318) We don't really have much RM for electronic records, We 19% don't really have much RM for electronic records, Different 19% departments have adopted quite different Different approaches, departments 17% have adopted quite different Separate approaches, systems 17% for ac ve content management and Separate records systems Incorporated in our ECM/DM system, 30% Incorporated in our ECM/DM system, 30% Plan to add/turnon records management in our ECM Plan system to add/turnon in the next records months, management 21% in management, for ac ve 10% content our ECM system in management and We have RM the next records capability in our months, 21% management, 10% ECM/DM system but no We plans have to RM use capability it, 3% in our ECM/DM system but no plans to One of the issues we have seen with many SharePoint installations is a lack use it, of 3% alignment with information governance policies 2. Taking the broader picture with this survey, things are improved somewhat, with 29% having good alignment, and a further 35% with a fair degree of alignment, although this cannot be considered a satisfactory situation. This leaves 9% with little alignment, and 27% who have an ECM system, but no IG policies. Figure 17: Are your ECM/RM decisions driven by a set of agreed and supported Information Governance (IG) policies? (N=307, excl. 7 Don t Yes, Know) and they have been for No, we don t have some years, 16% much in the way Yes, and they of IG policies, 27% have been for No, we don t have much in the way of IG policies, 27% some years, 16% Yes, we recently agreed/revised our IG policies, Yes, 13% we recently agreed/revised our IG policies, 13% No, they are not well aligned, 9% No, they are not well aligned, 9% In some areas, but not all, 35% In some areas, but not all, 35% 2015 AIIM - The Global Community of Information Professionals 15

17 Managing s as Records management has been something of an elephant in the room for the ECM community. Users are wary of ingesting large quantities of into the ECM or RM system, and yet the biggest records-related issues coming to court these days almost always come down to s. The first thing most lawyers need to do is discover what relevant s there are in the archive and place a legal hold on them to prevent them being deleted. If they have been deleted, then the court will need to see that a defined retention and disposition policy has been in place, and has been adhered to. Looking at the list of archive mechanisms detailed in Figure 17, we can see that there is a wide variation in practice here. The three most prevalent practices are keep everything (14%), delete everything after a defined period (13%) or put everything into a dedicated archive with no retention and hold capabilities (15%). Only 14% are storing s as records in their ECM/RM/SP system, and only 3% are automating that process, which is likely to be the only sustainable way to deal with the increasing deluge of s. Figure 18: How do you currently manage s as records? (N=369, one answer only) 0% 5% 10% 15% 20% We keep everything They are deleted a er a specific period We rely on server back-ups They get auto-archived into.pst files, which are all over the place They get archived into.pst files that are all on the server We have a dedicated archive (but it s not an RM system) We have a dedicated archive with reten on and hold func ons We manually select and move them into our ECM/RM/SP system They are automa cally selected/ highlighted and moved into our ECM/RM/SP system It's le to the users to decide Workplace Social Platforms A separate, bestof-breed cloud We have no plans to deploy a From its early collaboration and intranet workplace focus, social service, 14% SharePoint seemed to be an ideal platform on which to pla orm, 28% build internal news streams and commenting threads. Meanwhile, many ECM suite vendors also felt that collaboration around documents and projects needed to be simplified and improved, and therefore most have acquired and incorporated A 100% dedicated cloud social platforms as part of their ECM offering. Three A separate, years bestof-breed platform. on- service from our ago, Microsoft took the unusual step of acquiring Yammer, and making that their preferred social ECM supplier for premise system, However, our respondents are both evenly content split. and 37% prefer to go with a module or extension of their 16% ECM system and 36% would choose social, best-of-breed 6% from another supplier. 28% have no plans to deploy workplace social. Overlaid on that is a rather curious A cloud aspect service that, of those who do plan to deploy, half state a preference for on-premise hosting rather than from cloud. another supplier, with content synch'd to our on-prem system, 6% An integral part or A cloud-hosted module of our module/ ECM system, extension of our hosted on-prem, 20% ECM system, 11% 2015 AIIM - The Global Community of Information Professionals 16

18 They moved get into archived our ECM/RM/SP into.pst files system that are all on the server It's le to the users to decide We have a dedicated archive (but it s not an RM system) Figure 19: Going forward, what would be, or is likely to remain, your preferred source for your main We have internal/workplace a dedicated archive social with platform? (N=271, excl. 51 Don t Knows) reten on and hold func ons We manually select and A separate, best- We have move no them plans into our to ECM/RM/SP deploy a system of-breed cloud workplace social service, 14% They are automa cally selected/ pla orm, highlighted 28% and moved into our ECM/RM/SP system Cloud and Mobile A It's 100% le cloud to the users to decide service from our ECM supplier for both content and social, 6% A cloud service We have no plans from another to deploy a supplier, with workplace social content synch'd pla orm, 28% to our on-prem system, 6% A cloud-hosted A 100% cloud module/ service from extension our of our ECM supplier ECM system, for 11% both content and social, 6% A separate, bestof-breed onpremise system, 16% An integral part or module of our ECM system, A separate, best- hosted on-prem, 20% of-breed onpremise system, 16% A cloud service We have watched the increasing from acceptance another of cloud as an important aspect of IT infrastructure over many supplier, 0% with 10% 20% 30% 40% years, although the number of content organizations synch'd actually using it for their main content storage is still less than 20%. For this survey, we wanted to our to on-prem see how the view of individuals in the AIIM community An integral might part or We should/will/have moved differ from system, to 6% those of the organizations 100% they cloud work for. What A cloud-hosted we found, Figure 20, is that individuals module are of more our likely to module/ ECM system, have made up their mind, and are much more extension ready of (71%) our to put ECM content hosted into the on-prem, cloud, 20% particularly A small with on-prem/large a small on-prem, cloud large hybrid cloud would hybrid model. ECM system, It should 11% be noted that 42% of organizations have made a positive vote give for best-of-both cloud, but as worlds we will see, this is predominantly for a private cloud model. Figure 20: How do you feel about moving ECM content to Respondent the cloud, View and what is A large on-prem/small cloud hybrid for the company s view? (N=174) collabora on is preferred Company View 0% 10% 20% 30% 40% Our ECM content will/should stay on-prem for the We foreseeable should/will/have futuremoved to 100% cloud No decision made as yet A small on-prem/large cloud hybrid would give best-of-both worlds A large on-prem/small cloud hybrid for collabora on is preferred Mul tenant/public stay Our ECM Mul tenant/public for the foreseeable cloud future with a new cloud op ons ECM provider, 3% provided by our current ECM provider, content will/should on-prem No 8% decision made as yet None of these, 6% A separate, bestof-breed cloud service, 14% Respondent View Company View ECM provider, Mul tenant/public cloud with a new None of these, 6% tenant/public 11% cloud op ons ECM provider, 3% provided by our current ECM 2015 AIIM - The Global Private Community provider, cloud, of 8% Information Professionals 17 virtualized servers in outsourced data centers, 25% Private vs. Public Hos ng on Cloud Private cloud, Our view of defined-servers what people are in signing up for here needs to be corrected. When 46% virtualized say cloud, servers they are referring to virtualized specified servers in their own, albeit centralized, data centers. A further in our 25% own would data outsource loca ons by our Mul - centers, 46% those data centers, but their cloud would still, in effect, be behind their own firewalls.

19 Our ECM content will/should stay on-prem for the foreseeable future A further 11% would like to feel that their data is held on specific servers, albeit hosted by their ECM No decision made as yet provider. Only 11% would be comfortable with a multi-tenanted public cloud provided by their ECM provider which is, of course, what Microsoft are offering with their SharePoint 365 product. Figure 21: What would be your preferred model for hosting or cloud deployment of ECM? (N=255, excl. 60 Don t Know) Mul tenant/public cloud op ons provided by our current ECM provider, 8% Mul tenant/public cloud with a new ECM provider, 3% None of these, 6% Hos ng on defined-servers in specified loca ons by our ECM provider, 11% Private cloud, virtualized servers in outsourced data centers, 25% Private cloud, virtualized servers in our own data centers, 46% We tried to explore further just how cloud-like these private options would be, and for a third it would be the standard on-prem software run on virtualized servers. The rest suggest varying levels of: self-service deployment (36%), multi-tenanting across divisions (25%), works with mobile apps (37%) and standardized (non-custom) configuration (51%). We will explore this further in a future on cloud and mobile. 71% of respondents support cloud-deployment of ECM, mostly as a small on-prem/large cloud hybrid, but nearly three-quarters of these would be more comfortable with a private cloud hosted in data centers under their own control. Mobile Access For most end-users of ECM systems, cloud or no-cloud is not the issue. It is all about access to ECM content on mobile devices. Beyond that, line-of-business managers would like to extend interaction with on-prem processes to field workers and business partners, capturing content early on in the process, and speeding up commenting and sign-off cycles. Although 29% are in the process of planning or rolling out mobile access, only 39% currently provide mobile access of any sort, and only 11% would describe that as universal access across all staff, with just 5% also providing mobile access to project partners AIIM - The Global Community of Information Professionals 18

20 Figure 22: What progress are you making towards content and process access on mobile devices? (N=324) 0% 5% 10% 15% 20% 25% 30% Widespread access for staff and project partners Most staff are able to access content and processes on mobile Mobile access to ECM content for those that need it 0% 5% 10% 15% 20% 25% 30% Ad hoc across different content systems Widespread access for staff Rolling and project out mobile partners access Most staff are able to access content and processes Plans for mobile access in the next on mobile months Mobile access to ECM content for Nothing those planned that need as ityet We will not allow Ad hoc mobile across access different to our content on-prem systems content Rolling out mobile access When it comes to what employees are actually able to do with content on their mobile devices, many are Plans for mobile access in the next months restricted to search and view access, and this may well 0% be through 10% the 20% browser 30% rather 40% than 50% a dedicated 60% app, limiting offline capability. 17% support the much needed comment and edit capability using an app, and 19% allow Search interaction and view access Nothing with processes to content planned stored as and approval in yet ECM cycles, although only 12% have dedicated mobile e-forms for initiating or interacting with on-prem processes. 55% have no app-based capability. We will not allow Secure, mobile containerized access to our storage on-prem content mobile for Figure 23: Which of off-line the following content access app-based capabilities do you have on Comment and edit capability mobile on devices? mobile (N=303) 0% Able to interact with processes/approval cycles 10% 20% 30% 40% 50% 60% Search and view access to content stored in ECM Can create content (docs/photos/videos) directly into ECM/workflow Secure, containerized storage on mobile for Camera-scanned off-line content forms access input Comment Mobile and e-forms edit ini a ng, capability or on related mobileto, on-prem process Able to interact with processes/approval cycles None of these Can create content (docs/photos/videos) directly into ECM/workflow Camera-scanned forms input 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% Improving Mobile e-forms user adop on ini a ng, across or related the business to, on-prem process Consolida ng/connec ng mul ple repositories None of these Dealing with s as records Improving the level of training and exper se of our staff 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% Only 39% Agreeing of organizations IG policy have and applying any form it to of our mobile ECM/RM access to ECM content, although 29% are working to achieve this. Improving Standardizing Many are user still taxonomies adop on only looking across and aligning the at search business search and view access on browser, rather than content interaction using apps. Consolida ng/connec ng Clearing out the mul ple ROT, fixing repositories bad data Taking the load Dealing off users with with s auto-classifica on as records Improving the level of training Rolling and exper se out a mobile of our capability staff Agreeing an IG policy and applying Strategy it decisions to our ECM/RM on cloud Dealing Standardizing with rapidly taxonomies expanding and storage aligning requirements search 2015 AIIM - The Global Community of Information Professionals 19 Holding back Clearing the flood out of the cloud-based ROT, fixing file-synch bad datand collabora on apps

21 0% 10% 20% 30% 40% 50% 60% Search and view access to content stored in ECM ECM Issues and Plans Secure, containerized storage on mobile for We have explored the scope and off-line impact content of ECM access systems across the enterprise and beyond, and the overall strategy for the future, but in this section we will look at current issues and more specific plans for individual capabilities Comment and and extensions. edit capability on mobile The first thread we see in Figure 24 is that user adoption is a big issue, and that more staff training Able to interact with processes/approval cycles would be a way to improve things. Turning off the file-share and banning cloud file-share-and-sync would be another option, Can create but one content that s (docs/photos/videos) unlikely win any friends. Further down is the idea of using autoclassification to take away some directly of into the ECM/workflow filing issues that staff have. Next on the list of issues comes Camera-scanned consolidating forms and input connecting multiple repositories which now has to take account of cloud-based ECM, or other cloud-based enterprise systems, particularly CRM. For 32%, Mobile e-forms ini a ng, or related to, dealing with s as records is a problem on-prem that process is still not solved, although agreeing an IG policy might improve thinking here. None of these Figure 24: What would you say are your three biggest current issues with your ECM system(s)? (N=304) Improving user adop on across the business Consolida ng/connec ng mul ple repositories Dealing with s as records Improving the level of training and exper se of our staff Agreeing an IG policy and applying it to our ECM/RM Standardizing taxonomies and aligning search Clearing out the ROT, fixing bad data Taking the load off users with auto-classifica on Rolling out a mobile capability Strategy decisions on cloud Dealing with rapidly expanding storage requirements Holding back the flood of cloud-based file-synch and collabora on apps 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% Plans for ECM Sub-Systems Breaking down ECM into its sub-systems and modules, 0% we see 10% (Figure 20% 25) that 30% connectivity 40% 50% and 60% integration issues are prime concerns. Achieving a single sign-on portal across multiple repositories is a popular goal, Single followed sign-on by BPM access to portal manage across multiple mul ple content systems processes. The areas set for the strongest growth are federated Business search/analytics Process Management across multiple (BPM) repositories, managing unified records management services underlying multiple systems, and/or manage-in-place mul ple records processes management, all of which speak to solving the issues of finding and managing content that resides in non-ecm systems, and managing some as records. Dedicated management/archive Image-enabled workflow and rou ng Federated search/analy cs engine across mul ple repositories Internal/workplace social pla orm Unified capture pla orm across mul ple input channels (paper, fax, , social, etc.) Unified records management archive underlying mul ple systems Manage-in-place records management across mul ple repositories User interface improvements using Outlook, Explorer, etc. Case management with automated and adap ve processes 2015 AIIM - The Global Community of Information Professionals 20 General content archive or content warehouse Integrated output management system for mul ple

22 Holding back the flood of cloud-based file-synch and collabora on apps Figure 25: Which of the following ECM sub-systems do you have deployed now/plan to deploy in the next months? (N=307) 0% 10% 20% 30% 40% 50% 60% Single sign-on access portal across mul ple content systems Business Process Management (BPM) managing mul ple processes Dedicated management/archive Image-enabled workflow and rou ng Federated search/analy cs engine across mul ple repositories Internal/workplace social pla orm Unified capture pla orm across mul ple input channels (paper, fax, , social, etc.) Unified records management archive underlying mul ple systems Manage-in-place records management across mul ple repositories User interface improvements using Outlook, Explorer, etc. Case management with automated and adap ve processes General content archive or content warehouse Integrated output management system for mul ple outbound communica ons None of these Functionality for the Future As an indicator of where current ECM systems may be found wanting, we asked our respondents what would be their key requirements if they were to be acquiring a new system. Strong search and analytics comes top, particularly in a way that can be extended across other systems. Robust and compliant records management is another requisite, and we know from our SharePoint survey 2 that users would like this to be straightforward to implement, rather than requiring customization or add-on products. Capable workflow and BPM is a requirement, but it must be flexible and easy to change without resource to coding or expensive consultancy. Mobile apps, automated classification and smart business processes are all highly desirable. Figure 26: If you were considering a new, replacement or consolidated ECM system, how important would each of the following aspects be? (N=300) 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Strong search and analy cs, with connectors to other systems Robust and compliant records management Cost level appropriate to business size Capable workflow/bpm but flexible and easy to change at user level Secure mobile capability with apps for content access and process interac on Automated classifica on and data remedia on tools Able to handle cases with smart/adap ve business processes Close integra on with our ERP/Finance system Standards-based/open source/cmis capable Readily extendable and homogenous cloud/hybrid capability Integrated with workplace social pla orm that users like to use Adapted/produc zed to our ver cal industry Now Plan months Vital Very important Quite important Not so important 2015 AIIM - The Global Community of Information Professionals 21 60% 40% 20% 0% 20% 40% 60% 80%

23 Robust and compliant records management Cost level appropriate to business size Capable workflow/bpm but flexible and easy to change Improving user adoption and getting them at user to level comply with IG policies is the biggest business issue. Secure Connecting mobile search capability across with apps multiple for content repositories access and silos, and extending governance to these content stores is the biggest technical and requirement. process interac on Automated classifica on and data remedia on tools Able to handle cases with smart/adap ve business processes Opinions and Spend Close integra on with our ERP/Finance system Most of our respondents (86%) feel that there is plenty of scope left for extending and enhancing their ECM/BPM/RM Standards-based/open capabilities, although source/cmis in some capable organizations (30%), the management focus on ECM has moved Readily away. extendable There and is general homogenous agreement cloud/hybrid (net 21%) that information governance is now the major topic, not information management. However, capability 75% agree that ECM/RM systems are a fundamental part of the Integrated information with security workplace defenses social which pla orm are that under users huge scrutiny in most organizations right now. like to use There is Adapted/produc zed a view that ECM is to moving our ver cal to become industrypart of the IT infrastructure, and some would argue that in the cloud, ECM becomes the file Vital system or Very operating important system. Quite important Not so important Figure 27: How do you feel about the following statements? (N=302) We have plenty of scope le for extending and enhancing our ECM/BPM/RM capabili es The focus on ECM and content management has moved away in our organiza on Gaining user adop on has been a big problem for our ECM project In a 5 years me, ECM systems will be an undifferen ated part of the IT infrastructure Everyone talks about Informa on Governance these days, not Informa on Management Informa on security is now a huge issue and ECM/RM systems are a fundamental part of our defense. 60% 40% 20% 0% 20% 40% 60% 80% Strongly Disagree Disagree Neither Agree nor Disagree Agree Strongly Agree -30% -20% -10% 0% 10% 20% 30% 40% 50% Spend Outsourcing/DPO is the only area where more organizations are indicating reduced spending compared to those intending So ware to spend licenses/subscrip ons more. Scanning and MFP hardware, consultancy services (independent and vendor) and external Scanning training and MFP show hardware a small net of organizations intending to spend more. The most positive net spending intentions are on storage (no surprise) and cloud and SaaS services, with software licenses/subscriptions also showing quite strongly. Storage Cloud/SaaS services Vendor consultancy services Independent consultancy services Outsourcing/DPO services External training Much Less Less More Much More -20% -10% 0% 10% 20% 30% 40% 50% On-premise ECM systems 2015 AIIM - The Global Community of Information Professionals 22 On-premise ECM modules

24 Gaining user adop on has been a big problem Informa on security is now a for huge our issue ECM and project ECM/RM systems are a fundamental part of In a 5 years me, ECM systems our defense. will be an undifferen ated part of the IT infrastructure Figure 28: What are your spending plans for the following areas in the next 12 months compared to Everyone Strongly talks Disagree about Informa on Disagree the Governance last Neither 12 months? Agree nor (N=291, Disagreeexcl. Agree Same ) Strongly Agree these days, not Informa on Management Informa on security is now a huge issue and ECM/RM systems are a fundamental -30% part of-20% -10% 0% 10% 20% 30% 40% 50% our defense. So ware licenses/subscrip ons Strongly Scanning Disagree and MFP hardware Disagree Neither Agree nor Disagree Agree Strongly Agree Storage -30% -20% -10% 0% 10% 20% 30% 40% 50% Cloud/SaaS services So ware licenses/subscrip ons Vendor consultancy services Scanning and MFP hardware Independent consultancy services Storage Outsourcing/DPO services Cloud/SaaS services External training Vendor consultancy services Independent consultancy services Much Less Less More Much More Outsourcing/DPO services When it comes to individual modules (Figure 29), every area is indicating growth of the number of organizations that are in buying External mode, training -20% with very -10% strong 0% net positive 10% 20% intentions 30% in 40% cloud, 50% search, content analytics, auto-classification and workflow/bpm. On-premise ECM systems Figure 29: How do you think your organization s Much Lesspending More on the Much following Moreproducts and On-premise ECM modules applications in the next 12 months will compare with what was actually spent in the last 12 Cloud ECM services months? (N=282, excl. Same ) Enterprise search management -20% -10% 0% 10% 20% 30% 40% 50% Content On-premise analy cs, ECM big data systems Auto-classifica on, On-premise data remedia on ECM modules Distributed capture Cloud systems ECM services Workflow/Business process management Enterprise search Case management/smart process management apps Invoice Content automa on, analy cs, AP/AR big data Auto-classifica on, data SharePoint remedia on Distributed SharePoint capture add-ons systems On-premise Workflow/Business workplace process social pla orm management Case Cloud management/smart workplace social pla orm process apps Invoice automa on, AP/AR SharePoint Less More SharePoint add-ons On-premise workplace social pla orm Cloud workplace social pla orm Less More The outlook for spend on almost all ECM-related products and services is positive. BPM, analytics, search, cloud, auto-classification and management all seem set for strong net growth AIIM - The Global Community of Information Professionals 23

25 Conclusion and Recommendations The picture painted by our respondents is that ECM is embedded in the enterprise, is mission-critical down to an hour or less of downtime, and has much scope for expansion in many new areas of functionality. Over half still have a single enterprise-wide system as their goal, despite the number of ECM/DM/RM systems they currently support, and the rest are pushing ahead to link together other content and enterprise systems to provide a single point for search access, and where possible, inplace lifecycle management. Provision or integration of social platforms, capture systems and robust records management within the ECM suite is also an attractive option for most, and the combination of consolidation and demand for new services is driving some 15% of organizations towards system replacement plans. User adoption is a challenge, and both the familiar file-share systems and the new cloud file-shareand-sync services have that easy-to-use tag that ECM deployments need to strive for with improved remote and mobile access being a good starting point. Auto-classification and better linkage to management would also make for an easier user experience, and would lead to improved compliance with information governance policies. There is acceptance that cloud-deployment of ECM would improve universal access, but for most this means dedicated deployment on servers that are under their own control rather than multi-tenanted public cloud. The big cloud/small on-prem hybrid model is preferred by our users as a personal view, but their organizations policy is more guarded, with 28% set against moving content to the cloud and the same number yet to settle on a policy. Recommendations n Take stock of your current ECM and DM systems and consider migrating content and consolidating. Modern analytics and migration products can take much of the pain out of selecting which content to move, aligning the metadata, and removing ROT. n If your strategy is not to consolidate, then create an enterprise search capability across the multiple repositories. Then look to greater levels of connection, especially for process-related integration to line of business and ERP systems. n As your ECM/BPM/RM systems become more and more business-critical, be sure to update your system and process monitoring tools to improve visibility and pre-empt problems. n The only way to wean users from the file-share, and to discourage unofficial use of file-sync-andshare services is to improve the usability of your ECM systems. Remote and mobile access is an essential part of this, and needs to involve more than simply browser-based view-only access. Autoclassification and integration can also help. n Evaluate how you might enhance your ECM functionality. Capture, process workflow, collaboration, extended search, workplace social, records management and e-discovery might all find a natural home within ECM. n If you do not already have one, develop an information governance (IG) framework, and use this to see where you have gaps in your ECM capability, particularly with regards to security and records management. n Bite the bullet on s. Either use auto-classification to tag them and move them into your ECM or RM system, or implement a dedicated archive system. Either way, they must be searchable, discoverable, and put onto a retention schedule. n Moving a well-established system to the cloud merely to save on IT resource may not be a compelling proposition, but consolidating multi-site systems around a single cloud installation can solve a number of access, process and ownership issues AIIM - The Global Community of Information Professionals 24

26 n As an alternative, moving the most sharable or collaborative content to a hybrid cloud will make it much easier to connect remote, mobile and third-party users, and may head-off unofficial use of cloud file-sharing sites. n Consider whether your current ECM systems are truly fit for purpose. If they are limited in some of the core functional areas we have discussed, or are not well matched to your specific industry requirements, or need massive customization, then consider consolidating around a new, better-suited system. References 1. ECM at the Crossroads- key strategy choices for universal content management. AIIM, June Connecting and Optimizing SharePoint important strategy choices. AIIM, Feb Paper Wars an update from the battlefield. AIIM, Nov AIIM - The Global Community of Information Professionals 25

27 Appendix 1: Survey Demographics Survey Background The survey was taken by 434 individual members of the AIIM community between Feb , and Mar 06, 2015 using a Web-based tool. Invitations to take the survey were sent via to a selection of the 80,000 AIIM community members. Organizational Size Survey respondents represent organizations of all sizes. Larger organizations over 5,000 employees represent 34%, with mid-sized organizations of 500 to 5,000 employees at 40%. Small-to-mid sized organizations with 10 to 500 employees constitute 26%. Respondents from organizations with less than 10 employees have been eliminated from the results, taking the total to 375 respondents. over 10,000 emps, 23% over 10,000 emps, 23% 5,001-10,000 emps, 11% 5,001-10,000 emps, 11% 1,001-5,000 emps, 29% 1,001-5,000 emps, 29% emps, 9% emps, 9% emps, 17% emps, 17% 501-1,000 emps, 11% 501-1,000 emps, 11% Geography 66% of the participants are based in North America, with 21% from Europe and 13% rest-of-world. Middle East, Africa, S.Africa, Middle 5% East, Africa, S.Africa, 5% Australasia, 5% Australasia, 5% Mainland Europe, 12% Mainland Europe, 12% UK, Ireland, 9% UK, Ireland, 9% Central/ S.America, 2% Central/ S.America, 2% Asia, Far East, 1% Asia, Far East, 1% US, 45% US, 45% Canada, 21% Canada, 21% Legal and Media, Professional Life Science, Entertainment, Services, Legal and Pharmaceu cal, 2% Publishing, Media, 2% Professional Life Science, 1% 2015 AIIM - The Entertainment, Global Community of Information Professionals Pharmaceu cal, Other, 6% Services, 2% 26 Publishing, Non-Profit, 2% 1% Other, 6% Government & Charity, 2% Public Services -

28 Canada, 21% Sector Canada, 21% Local and National Government together make up 25%, and Finance and Insurance 12%, Energy 10%. Suppliers of ECM services have been included as their responses are in alignment with other IT and High Tech. Other sectors are evenly split. Media, Entertainment, Media, Entertainment, Publishing, Publishing, 2% 2% Non-Profit, Charity, Non-Profit, Charity, 2% 2% Document Services Document Services Provider, 3% Provider, 3% Retail, Retail, Transport, Transport, Real Real Estate, Estate, 3% 3% IT IT High Tech not & High ECM, Tech 3% not ECM, 3% Healthcare, Healthcare, 4% 4% Engineering Construc on, Engineering 4% & Construc on, 4% Manufacturing, Aerospace, Manufacturing, Aerospace, Food, Process, 5% Food, Process, 5% Legal Legal and and Professional Professional Services, Services, 2% 2% Telecoms, Telecoms, Water, Water, U li es, U li es, 6% 6% Educa on, Educa on, 6% 6% Life Science, Pharmaceu cal, Life Science, Pharmaceu cal, 1% 1% Other, Other, 6% 6% Consultants, Consultants, 8% 8% Government Public Government Services & - Local/State, Public Services 15% - Local/State, 15% Energy, Energy, Oil Oil & Gas, Gas, Mining, Mining, 10% 10% Government Public Government Agencies & Public - Na onal/ Agencies - Interna onal, Na onal/ Interna onal, 10% 10% Finance, Finance, Banking, Banking, Insurance, Insurance, 12% 12% Job Roles 34% of respondents are from IT, 49% have a records management, information management or KM role, and 28% are line-of-business managers or consultants. Legal/ Corp. Counsel/ Legal/ Corp. Counsel/ Corp. Corp. Compliance, Compliance, 1% 1% Business Consultant, Business Consultant, 10% 10% President, President, CEO, Managing CEO, Director, Managing 1% Other, 10% Director, 1% Other, 10% IT IT staff, staff, 14% 14% Head Head of of IT, IT, 2% 2% Line-of-business Line-of-business exec., dept. head exec., or process dept. head owner, or process owner, 6% 6% Knowledge Management, Knowledge Management, 1% 1% Head Head of of records/im, records/im, 25% 25% IT IT Consultant Consultant or Project or Manager, Project Manager, 17% 17% Records or document Records or management document management staff, staff, 23% 23% 2015 AIIM - The Global Community of Information Professionals 27

29 Appendix 2: General Comments Do you have any general comments to make about your ECM systems and future strategies? (Selective) n As an SMB law firm, our strategy is to try to find as many components from a single ECM vendor to minimize the need for additional IT support from multiple vendors. n We have used ECM for 10+ years but are just now implementing a strong roadmap for moving bank-file and business processes into it. n Historically, ECM systems had a lot of customization around functionality and when replacing these with OOTB functionality, business users struggle to let go of old technology for new functionality. n Metadata management tools are very poor in ECM systems in general especially when it comes to multilingual systems. n We have multiple divisions of which only 2 have adopted one of the main ECM systems and is being heavily used within some departments but not others.. n We are currently preparing an RFI to gather information from vendors on available products. Intend to incorporate one solution system-wide over a period of years, department by department based on available funding. n Our ECM is fragmented, not likely to get better in foreseeable future. But I still dream... n We are planning to implement an ECM solution that is as simple and easy as we can make it while still capturing documents/records for compliance n We are looking to a more digital ECM strategy, consolidating our content into a single ECM with integration with our social collaboration platform. n A lot depends on executive response to our soon-to-be-presented corporate ECM strategy. n Our biggest concern is the commitment we receive from our ECM provider. n There is no such thing as an ideal or sustainable system. We have a best fit solution in place with annual SLA renewals. This gives us flexibility to pick and choose which solution best fits our needs. This also enables us not to have all our info assets with one vendor which allows us to lower the TCO AIIM - The Global Community of Information Professionals 28

30 UNDERWRITTEN IN PART BY About DocFinity Since 1986, DocFinity s Enterprise Content Management (ECM) product suite has been delivering software solutions that improve business processes and operations, as well as organization-wide performance. With ease-of-use at the forefront, DocFinity features document management, intelligent capture, workflow, eforms, enterprise search, and records management. Integrating the browser-based DocFinity system with ERPs and line of business applications allows you to: View documents stored in DocFinity from within your familiar applications Secure access to sensitive information Upload and access files, complete workflow jobs, and view dashboards via mobile devices Easily manage retention, enable legal holds, and improve governance and compliance initiatives Available as either an on-premise or cloud-based solution, DocFinity is versatile and scalable enough to assist organizations of all sizes. Customers benefit from shoulder-to-shoulder implementation services that focus on people as well as technology, empowering teams to drive expansion departmentally and organization-wide. We ll work with you to reach your objectives, help you take your organization to a more competitive level, and realize an accelerated ROI. About EMC The EMC Documentum product portfolio extends Microsoft SharePoint to enable familiar SharePoint interfaces for enterprise content management and critical business processes. With Documentum, organizations can scale SharePoint to reduce administrative and infrastructure costs and ensure information governance. EMC SourceOne for Microsoft SharePoint provides archiving services that optimize SharePoint for enhanced performance, reducing storage costs and transparently extending further control and governance to SharePoint content. Learn more at Documentum is part of the EMC Enterprise Content Division (ECD). ECD provides enterprise software and cloud-based solutions that connect information to work. Its content management, intelligent capture, case management, and customer communications software and services solve the most complex information challenges organizations face today from compliance and governance to streamlining mission-critical business processes on premise or in the cloud. ECD also provides secure online file sync, sharing and collaboration capabilities while giving IT control and visibility into where content is shared. By connecting the right information with the right people and processes, EMC ECD solutions prime organizations to make insightful, informed decisions securely with heightened business and IT efficiency, and reduced operating expenses AIIM - The Global Community of Information Professionals 29

31 UNDERWRITTEN IN PART BY About OnBase by Hyland OnBase is a flexible and comprehensive enterprise content management (ECM) solution that helps organizations manage documents and data to streamline business operations. Integrating with everyday business applications, OnBase provides instant access to critical information when you need it, wherever you are. OnBase grows with organizations as needs change and business evolves. By managing data relationships, documents and processes in a single product, OnBase supports case management and empowers organizations to effectively manage dynamic, knowledge-driven work. OnBase provides a 360-degree view of all information surrounding a case empowering you to make better business decisions and ultimately achieve better outcomes. One OnBase platform scales to support business needs across individuals, teams and departments to drive value and elevate productivity organization-wide. About IBM Enterprise Content Management IBM Enterprise Content Management solutions help organizations harness the value of unstructured information for new insights and better business outcomes. Organizations that discover, recognize and act on the most relevant content can achieve breakthrough results. By putting the right content in motion capturing, activating, socializing, analyzing and governing organizations across all industries can transform their business with informed, timely decisions. More than 13,000 organizations around the world are succeeding with smarter content solutions from IBM. ECM 2015 AIIM - The Global Community of Information Professionals 30

32 UNDERWRITTEN IN PART BY About Kodak Alaris Kodak Alaris Information Management solutions enable customers to capture and consolidate data from digital and paper sources, understand and extract valuable insight from the contents, and deliver the right information to the right people at the right time. Our offerings include award-winning scanners, capture and information management software, an expanding range of professional services and industry-leading service and support. With customers ranging from small offices to global operations, Kodak Alaris delivers superior systems and solutions to automate business processes, enhance customer interactions and enable better business decisions. About Kofax Kofax is a leading provider of smart process applications for the business critical First Mile of customer interactions. These begin with an organization s systems of engagement, which generate real time, information intensive communications from customers, and provide an essential connection to their systems of record, which are typically large scale, rigid enterprise applications and repositories not easily adapted to more contemporary technology. Success in the First Mile can dramatically improve an organization s customer experience and greatly reduce operating costs, thus driving increased competitiveness, growth and profitability. Kofax software and solutions provide a rapid return on investment to more than 20,000 customers in financial services, insurance, government, healthcare, business process outsourcing and other markets. Kofax delivers these through its own sales and service organization, and a global network of more than 800 authorized partners in more than 75 countries throughout the Americas, EMEA and Asia Pacific. For more information, visit kofax.com Kofax Limited. Kofax is a registered trademark and First Mile is a trademark of Kofax Limited AIIM - The Global Community of Information Professionals 31

33 UNDERWRITTEN IN PART BY About Konica Minolta Business Solutions To manage a growing document workload, businesses, turn to Konica Minolta Business Solutions, U.S.A., Inc. Our Enterprise Content Management (ECM) solutions solve everyday business problems, giving our customers the tools to capture and distribute documents in any form, automate routing, maintain compliance, preserve records and more. Konica Minolta ECM speeds the flow of information, enhances security, controls costs and makes all essential document processes more productive. As a trusted partner, we work with our customers to identify their unique needs and create a tailored approach to solve their specific business problems so they can achieve their goals. As a leader in enterprise content management, technology optimization and cloud services, our solutions help our customers improve their speed to market, manage technology costs, and facilitate the sharing of information to increase productivity. Our expertise is why Konica Minolta ECM received the 2015 OnBase Platinum Partner and Diamond Support Partner awards from Hyland Software and New Partner of the Year from Kofax. Further, Konica Minolta has been placed in the Leaders Quadrant of the Gartner 2014 Magic Quadrant for Managed Print Services (MPS) and Managed Content Services (MCS). We have also been recognized as a #1 Brand for Customer Loyalty by Brand Keys for eight consecutive years, awarded MFP (multifunction peripheral) Line of the Year by Buyers Laboratory LLC, and named to the Dow Jones Sustainability World Index for three consecutive years. With more than 41,000 worldwide employees and cutting-edge research, our global solutions team delivers innovative insights and focuses on end-to-end business solutions to give shape to your ideas. Follow us on Facebook (@KonicaMinoltaUS, ECM Tab), and Twitter (@KM_ECM) plus subscribe to our ( Blog Tab) About Sherpa Software Sherpa Software, a leading provider of technology-driven information governance solutions, has helped more than 3,500 companies worldwide. Sherpa s award-winning software, services and support address information management, regulatory compliance, electronic discovery, PST migration/management, archiving and more. Sherpa Altitude IG, Sherpa Software s signature information governance platform, connects to more data sources than traditional platforms, leaves your data in-place and offers robust analytics and metrics, while addressing core business issues. Sherpa Software supports Altitude IG with best-in-class customer service from a company that has been developing technology to manage electronic content for over 15 years. The goal of creating a trustworthy enterprise-wide information governance program is to facilitate effective management of information authority, control, accessibility and visibility throughout the information lifecycle. Sherpa Software solutions help manage the electronic information lifecycle for IT, RIM, legal, compliance and HR. These solutions provide a roadmap for creating a meaningful program that is scalable and easy-tomanage. This will ensure that information generated by day-to-day operations of an organization is viewed as a valuable corporate asset and is managed and disposed of in a responsible fashion AIIM - The Global Community of Information Professionals 32

34 AIIM ECM Resource Centre Learn how to combine content analytics, collaboration, governance and processes with anywhere, anytime access to deliver value to your customers, partners, and employees. That s what ECM -- and these best practices resources -- are all about AIIM - The Global Community of Information Professionals 33

35 AIIM ( AIIM is the global community of information professionals. We provide the education, research and certification that information professionals need to manage and share information assets in an era of mobile, social, cloud and big data AIIM AIIM Europe 1100 Wayne Avenue, Suite 1100 The IT Centre, Lowesmoor Wharf Silver Spring, MD Worcester, WR1 2RR, UK (0) AIIM - The Global Community of Information Professionals 34