Business Process Outsourcing. Getting back to core business

Transcription

1 Business Process Outsourcing Getting back to core business

2 Save time and money, and impress your customers with our streamlined back office transactional processes. Discover more efficient ways of working with our services like mailroom automation and claims, contracts and accounts payable processing. Proven and professional processes Fuji Xerox New Zealand has supplied superior outsourced document and data processing services to leaders in Insurance, Finance, Banking, Legal, Health, Government and Retail for the last twelve years. Inbound mail processing physical or electronic Physical mailroom services We don t only rely on our years of experience alone to receive, sort, open, prepare, scan and repatriate your company s physical mail items. We work in conjunction with your experts to understand and incorporate your unique business requirements so they meld with your systems and processes. Mail can be collected directly from your mailbox or offices, or redirected to a Fuji Xerox PO Box. Electronic mailroom services Removing the need for your staff to monitor queues and mailboxes by instead forwarding business s to specially set-up addresses at Fuji Xerox. Dedicated addresses can be set up for invoices, HR documents, claims, enrolments, applications and more. Our technology automatically feeds the messages and attachments into our scanning and indexing processes before releasing them into your electronic queues to be handled by your knowledge workers. The three Fuji Xerox New Zealand Value Innovation Centres (VICs) operate every day from 07h00 to 24h00 to support those requiring a seven day a week service. Scanning Once we have obtained your physical or electronic mail all documents and attachments are processed. We are world leaders in the field of digital solutions and services, so it s not surprising that we have high standards. When we capture any Optical Character Recognition (OCR) and Optical Mark Recognition (OMR) data it is the best possible representation of the original document. Where needed, we deploy multiple OCR engines to ensure the highest quality output. We work with documents, photos and plans from <A4 to A0, of all ages and formats. Maintaining the integrity of your documents is critical to us, so we select the process and technology which produces the highest quality output. Your organisation has many requirements, so we work with you to achieve the best outcomes. We take measurements against image quality and produce like-for-like representations of your original. Our processes identify poor quality original documents and give them extra attention. We help balance file size and readability to get the optimum quality and compression. Data extraction The metadata we extract during the scanning processes is verified, validated and indexed. For accounts payable processing, the data is directly matched against purchase orders and suppliers. Whether you prefer your metadata in CSV, TXT or XML, and your images in TIFF, JPG, Text Searchable PDF or PDF/A, we produce and match both to suit your precise requirements. We can integrate seamlessly with your back-end systems and deliver metadata and images to specified destinations like HP TRIM, Microsoft SharePoint and OpenText Alchemy. Our service is tailored to meet your individual requirements. Our standard support includes image and metadata quality, customer engagement and managing queries, incidents and general communications. Or set your own outcomes-based criteria based on your business priorities using our custom level services. Our promise: 98% accuracy We are so confident about our ability to provide 98% accuracy that we offer Service Level Agreements (SLA) guaranteeing just that. Workflow After scanning and data extraction we release a steady stream of mail items (images and metadata) into your electronic queues, allowing you to prioritise work efficiently within your internal teams. Raw data can be inserted directly into your own line-ofbusiness workflow application, cloudbased or otherwise, or we can offer a full management solution with workflow and EDMS hosting, and custom software development/integration. For accounts payable processing we insert digitised invoices into approval based workflows. Storage Once physical documents have been processed they can be destroyed, we can store them for you, or they can be sent directly to your normal storage provider. Your images and metadata can also be archived, retained or destroyed. Should you have legal compliance requirements then we ensure these are upheld. 2 3

3 Additional services Our support Next day scanning We can deliver your digitalised data within 18 to 24 hours. Our VICs also provide an end-of-life scanning service for documents which have a designated life span. Back scanning Old documents can be back scanned and archived to save filing time, space and acting as an insurance policy against damage. The high level of accuracy attached to this process means that in the future they can be easily located, accessed, shared and retrieved. We can offer short or long term archiving options, and by progressively back scanning your historical documents during our facility downtime we can provide a very cost-effective service. Who will benefit from Business Process Outsourcing Services? We provide back office transactional processes to organisations who handle large quantities of customer-driven inbound mail which is a critical part of their business, and/or have a high volume of supplier invoices to be managed. Examples where our service provides a strong value proposition include: Processing accounts payable Managing inbound documents including contracts, legal, insurance and investment documents, finance forms and applications and HR documents Our team, your team We don t underrate the importance of trust, so we place considerable emphasis on the integrity of the people who work with your data. Our 70 operational staff are security and credit checked during the recruitment process. Our onsite staff follow well-documented physical and logical security processes. Our induction and training programmes are designed to introduce new staff members quickly and efficiently. This means we can rapidly scale up to handle new clients or provide support during times of national crisis. We work closely with you to understand the resources you may already have onsite. Many of our projects have seen our clients staff members become key contributors to the process. On occasion, we have directly employed them to reduce the impact related to onboarding the service, or even placed our own people permanently onsite. Fuji Xerox has a tightly defined process to ensure that all stages of your project are successful and that your expectations are met, and often exceeded Quality assurance assured We guarantee a consistently high quality of service for our customers through: Service level management Incident management Escalation management Quality control Service improvement planning At a micro level, quality assurance is provided through multi-level data validation processes as well as sample audits performed by dedicated quality assurance staff and reviewed by our operations management. We provide a project manager to work closely with both your project team and our technical and operations teams. The project manager is responsible for completing the plan, meeting all agreed milestones and budgets, and maintaining essential communication links. We have successfully implemented projects using a range of best practice methodologies. Through our clearly defined delivery process and disciplined approach we consistently deliver every project to scope and to standard. Managing service transition As well as successfully delivering the business outcomes you expect, Fuji Xerox focuses on building strong relationships. Part of this is making sure that our customers rest easy when it comes to the potential risks of service transition. A change in any process can be unsettling for existing staff. We have vast experience in mitigating that disruption as services are moved from an in-house to an outsourced model. To achieve this we: Establish a suitable communications strategy for all stakeholders Perform due diligence within your organisation Map your current business processes and validate the information Where your staff are impacted, determine whether Fuji Xerox recruitment is an option Establish a training plan, operations guides and training documents for our own staff so we can hit the ground running. Training may include SME-led sessions to familiarise our team with your document types, metadata identification, etc. Establish project implementation and post go-live service governance models to support all agreed deliverables Working in partnership with you to determine the service levels which match required outcomes/kpis A tailored support service Our service is tailored to meet the complex and individual requirements of our clients. Our standard support includes image and metadata quality, customer engagement and managing queries, incidents and general communications. Or set your own outcomes-based criteria on your business priorities using our custom level services. The importance of service delivery We use established delivery methodologies that are used globally by Fuji Xerox and Xerox Corporation. Experience has proven that alignment to industry best-practice and standards like ITIL V3, COBIT, escm, CMMi, and ISO, the use of GSDM has consistently delivered increased customer satisfaction. 4 5

4 Post go-live. Every successful organisation continues to evolve. Along with this come the changes in processes needed to support that evolution. We have developed a Customer Change Management Engagement Process to ensure change requests are acknowledged, responded to and approved efficiently. Under our system operational changes relating to processes or technology are subjected to rigorous peer review and sign-offs prior to final approval. This minimises the possibility of poorly planned changes being implemented. Your Fuji Xerox Service Delivery Manager (SDM) is your single point-of-contact. They provide reporting and information through regular or phone updates, and manage service requests or escalations. Our SDMs also chair monthly service review meetings to discuss any work carried out for you during that month. The Fuji Xerox Global Service Delivery Model With documentrelated processing time slashed from weeks to mere hours, you ll cut costs, free up resources and improve customer satisfaction. Safe, secure and confidential. We understand just how precious your data is and are dedicated to ensuring confidentiality, security and data integrity. We rigorously assess every human and technological touch-point during data handling on a daily basis. We support our customers nationwide through our secure networked Value Innovation Centres (VICs) in Auckland, Wellington and Christchurch, and also offer a full range of onsite services. Our IT infrastructure is hosted in a Tier 3 Data Centre in Auckland, and all business critical data is replicated to a secondary Data Centre in Hamilton every 15 minutes. 6 7

5 Major Functions Function Document management and Document operations editing* 1 functions Page operations View (thumbnail view, list view, full-screen view), Sort Delete, Rename, Copy, Stack, Unstack, Display, Delete, Page change, Rotate Edit operations Marker (translucent), Freehand (opaque), Highlight* 2, Underscore* 2, Strike-through* 2, Drawing object color change, Move, Delete, Undo, Redo* 3 Space operations Add, Delete, Sort, Property editing (name, icon, user name, login method, etc.) Folder operations New creation, Delete, Rename Search operations* 4 Search by file name, Search target space selection (Excluding a server space) Scan functions Parameter setting Color mode, Resolution, Output format, etc. Preview display Turns on or off the preview display after scanning. (PDF files only) Print functions Parameter setting Color mode, 2-sided, As one sheet (N-up), Secure print, etc. Preview display Color mode, 2-sided, As one sheet (N-up) Server connection functions View (thumbnail view, list view, full-screen view) Download, Upload *1: PDF files. Some non-pdf files cannot be edited depending on the file format. *2: Textrecognized. *3: Available only for data that is being edited before saving. *4: Local mode only. Operating Environment OS ios 5.0.1/5.1/5.1.1/6.0.1 Hardware ipad, ipad 2, ipad (3rd generation), ipad (4th generation) Language English, Korean, Japanese Free disk space 32MB (Program execution memory), 1GB or more (Free disk space available to user) Connectable Servers and Cloud Service Connectable servers DocuShare Xerox and Fuji Xerox-supplied document management system WebDAV/ WebDAV(SSL) File server to establish a WebDAV communication Server type: Windows Server (NTFS) Web Server: Apache 2.2/IIS 6.0/IIS 7.0 Cloud service Working Folder Fuji Xerox-supplied cloud service Compatible multifunction machines Product Name Colour multifunction machines ApeosPort-IV C7780* 1 /C6680* 1 /C5580* 1 ApeosPort-IV C5575/C4475/C3375/C3373/C2275 ApeosPort-IV C5570* 1 /C4470* 1 /C3370* 1 /C2270* 1 DocuCentre-IV C5575/C4475/C3375/C2275 DocuCentre-IV C2263 Monochrome multifunction machines ApeosPort-IV 7080/6080 ApeosPort-IV 5070* 1 /4070* 1 /3070* 1 DocuCentre-IV 7080/6080 *1 MFD administrator-level authentication only. (Need to set MFD admin account on MIA.) * Scan functions are available only when [Login Type] is set to [Local Authentication] on the multifunction machine. To use Mobile Integrated Application, you need to register Apple s ios Developer Enterprise Program (idep). The idep contract must be renewed annually. For details, visit Apple s website. URL - Windows Server, PowerPoint, and Excel are trademarks or registered trademarks of Microsoft Corporation in the U.S. and other countries. - ipad and iphone are trademarks of Apple Inc. - The iphone trademark is used based on the license of AIPHONE CO., LTD. - IOS is a trademark or registered trademark of Cisco in the U.S. and other countries and is used under license. - All product/brand names are trademarks or registered trademarks of the respective holders. For more information or detailed product specification, For more information, contact your Local please Fuji call Xerox or visit Representative us or visit us at: Fuji Xerox Asia Pacific Pte Ltd 80 Anson Road, #37-01, Fuji Xerox Towers, Singapore Tel: (65) Fax: (65) Hargreaves Street, College Hill, Auckland 1011, New Zealand Tel XEROX ( ) Fuji Xerox Co., Ltd. All rights reserved. Xerox and the sphere of connectivity design are registered trademarks of Xerox Corporation in the U.S. and/or other countries. Xerox, and Xerox the and sphere Design, of connectivity as well as Fuji design Xerox are and trademarks Design and or SolutionBuilder registered trademarks are registered of Xerox trademarks Corporation in the U.S. and/or other countries. or trademarks of Xerox Corporation in Japan and/or other countries and are used under license. The information is as January of June