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AIIM Market IntelligenceDelivering the priorities and opinions of AIIMrsquos 80000 community
Winning the Paper Wars- capture the content and mobilize the process troops
aiimorg l 3015878202
Industry
Watch
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 1
Winning the Paper W
ars- capture the content and m
obilize the process troops
About the Research1313$amp()rdquo
direct them to +
45
6784139
9ltamp(=ampltamp()gt
7B(DEF
Alfrescoampgt)H7DSuite 720 )))HPhoneK(gtgtgt)(L))HD5NWeb
ABBYYgtgtOEQEH)67
DlFHgtlt)HWeb
Avoka(H((ampthQ13Egtamp(5K(gtgtgtgtF)(HltD5N5
Bottomline Technologies Ltd ((E7 Q(L=VUnited KingdomKFFYZgtLgt(gtamp75KFFYZ((gtHgtampamp)FgtD5NWeb
IBM)lt[QEEHampltamplt5K(gt)F)lt)gt5
OPEX CorporationampH+)ampQ9D7QQ](F^United Kingdom5KFFYZ(ampF)gtgtgt)gt5KFFYZ(ampFamp(F)ampD5 7]N 5
ibmlampLEQQ])amp( 5K(ampF)HL(D5N Web
Kofax plc(amp((]EEHamplt(gt5K(HFHLgt)()))D5N5
Iron MountainLFQamp(((5K(gtgtHHLltlt5
Perceptive Software[13[gt7]lt)68United Kingdom5KFFYZgtFlt(HD5N 5
Zia Consulting IncampE_ampQEgt)(Phone +1 gtgtgtL)ampF((D54NB5B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 2
Winning the Paper W
ars- capture the content and m
obilize the process troops
About AIIML9is to ensure that information professionals understand the current and future challenges of managing Q8913B135
About the Author88[ampj9[EDE7E7Q89DQE87EDD96k
copy 2013AIIM - Find Control and Optimize Your Information((7((778ampH(5)(gtLgtampamp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 3
Winning the Paper W
ars- capture the content and m
obilize the process troops
About the Research About the Research 1678 1About AIIM 2About the Author 2
Introduction Introduction 4k 4
Paper-Free Business Initiatives and Drivers Paper-Free Business Initiatives and Drivers 58 lt
Capture Maturity Capture Maturity 88 10Outsourcing 11
Paper-Free Processes Paper-Free Processes 11Implementation 134 (Q13 (
Distributed and Mobile Capture Distributed and Mobile Capture 1687 17
1313 19
Spending Plans Spending Plans 21
Conclusion and Recommendations Conclusion and Recommendations 22Recommendations 22
Appendix 1 - Survey Demographics Survey Demographics 237Q 23Organizational Size 23Geography 23Industry Sector 24= 24
Appendix 2 - Selective Comments Appendix 2 - Selective Comments 25
Underwritten in part by QQ^^ ampltAlfresco amplt 27Q9 27Q ampgtibml ampgtIron MountainampHk ampHDV 307 30Zia Consulting 31
About AIIM About AIIM 32
Table of Contents
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 4
Winning the Paper W
ars- capture the content and m
obilize the process troops
IntroductionB713Q913
413D13B|13
13
Key FindingsLF|13
ampF|13$
9F(|BQ(H|
BF9Flt
ampHL|)F|
OYFL|ZB|(gt|j
9(gt|(amp
[L|$D$ldquoContracts and procurementrdquo is also
]E ]E)L|amplt|E
)(|(|amplt|EBDY(F|ZO
OB8amp|()|
13$Q$Q1313
(|YH|Zampamp|
7(ampEQ++7O
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals
Winning the Paper W
ars- capture the content and m
obilize the process troops
Q8F|B
Figure 1 Which of the following business improvement campaigns are currently running in your organization (Check all that apply) N=451
744$~LF|$
[$813~ampF|$ OB~
Figure 2 Business Improvement campaigns (N=452)
13139F(|B9(H|[~9
0 10 20 30 40 50 60 70 80
Connuous process improvement
Improve response mes to customers
Reduce environmental impact
Process re-engineering
Cut back-office overheads
Beer business intelligencebig data
Raonalize printerscopiers (eg MPS)
Improve accuracy of customer data
Reduce mail delivery points
Outsource more funcons
None of these
10-500 emps
500-5000 emps
5000+ emps
Paper-reducon is part of these campaigns 72 78 72
Have a specific policy to lsquoDrive paper out of the businessrsquo 22 20 31
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals lt
Winning the Paper W
ars- capture the content and m
obilize the process troops13
increasing or decreasing (N=449)
BBBYF|Z
Drivers and Issues13BY13Z13O
Figure 4 What would you say are the biggest issues caused by paper-based processes in your organization (Max THREE) (N=449)
13$
]4
0 10 20 30 40 50 60
Increasing
About the same
Decreasing
10-500 emps
500-5000 emps
5000+ emps
0 10 20 30 40 50 60
Time spent re-keying data searching forpaper copies and filing
Storage volume and outsource paper storecosts
Inability to monitor workflow progress
ldquoLostrdquo paperwork or case files
Compliance and audit issues
Poor access to case or process documents forfront-officecall-desk staff
Inability of staff to work from home or on theroad
Delays introduced by post courier ormailroom
Difficulty of re-allocang or re-locangworkloads
None of these
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 7
Winning the Paper W
ars- capture the content and m
obilize the process troops
(Max THREE) (N=418)
B4[13YZE4
94
0 10 20 30 40 50
Physical signatures on paper are obligatory
Too much investment in scanning andcapture needed
Legal admissibility will be compromised
The process workflow will be too inflexiblefor excepons
Prefer to write notes and amendmentsonto paper
Itrsquos a major changejobs may be lost
Captured data will not be accurate leadingto mistakes
Scanned forms may not be easily readable
Documents and forms will be less reliablyaccessible than with paper filing
Canrsquot take work or reference documents home on the train or out on site
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 6 How would you describe the attitudes of the following staff in your organization to
replacing paper in your key processes (N=418)
O]85)L|amplt|E(lt|Q9+E
4E
Capture Maturity9YZ$B13D13$9L|13()|E(|(gt|$9$1313
0 25 50 75 100 125 150
Business improvement consultants
IT operaons
Records ManagementCompliance
OperaonsFaciliesPost-room managers
C-level execuves
Line of business managers
Line of business operaonaladmin staff
Finance operaonal staff
Finance managers
Legal counsel
Strongly Resistant Resistant Neutral In Favor Strongly in Favor
50 25 0 25 50 75
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals H
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 7 How would you describe the level of image capture maturity in your business unit (N=420)
BEB(lt|Y((|Z(amp|(H|
E8135YZBlt4
Figure 8 Which of the following do you use in your business unit (N=397)
We only scan things
occasionally 11
We use scanners for office tasks
but not as a coordinated
input to process or archive 21
We scan documents as
image only primarily for archive 20
We scan documents and
forms and route the flat image through the
process 18
We scan documents and
forms and capture text for
roung or indexing 15
We scan invoices andor
forms and capture data to
the process 13
We outsource all of our scanning and capture 2
0 20 40 60
High volume producon scanners
Invoice scanning for AP process
Staff scan receipts for expense claims
Check (cheque) scanning for AR process
Website accepts customer-scanned docs
Scanner-per-desk for professional staff
Portable scanners for field staff
Signature scanners or touch pads
Mobile apps for scancapture
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 10
Winning the Paper W
ars- capture the content and m
obilize the process troopsDigital Mailroom9F|B(()|(BY$ZampFampF
813(|BBBBDO913DDF(|13
Figure 9 Which of the following best describes how you mostly deal with inbound documents and forms in your business unit (in-house or outsourced) (N=429)
13EB
Figure 10 Which of the following comments would you apply to your digital mailroom implementation (Check all that apply) (N=40 Digital mailroom users)
0 10 20 30 40 50
Scan ldquoat-the-doorrdquo with a digital mailroom
Scan in advance of the process
Scan for archive aer the process
We only do ad hoc scanning
North America
Europe
Rest of World
0 10 20 30 40 50 60 70
Mail traceability and compliance is much beer
Customer service has been considerably improved
Greatly improved the quality of datacapture into downstream processes
Mail is immediately available formobileremotetelework staff
Allowed us to consolidate a number ofseparate scanning operaons
We achieved payback based on labor andspace savings alone
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 11
Winning the Paper W
ars- capture the content and m
obilize the process troops8|
Outsourcing71398Y8Z(9813
Figure 11 What use do you make of outsourced document services and what are your plans 13
8amp)|B4B5ampH|Bamp|()|
YltF|ZBYLL|ZBB4
0 10 20 30 40 50 60 70
Box store
Scan-on-retrieval from store
Back-scanning of paper records
Inbound mail services their premises
Inbound mail services your premises
Scanning to image post-process archiving
Scanning to image pre-process
Scanning and data capture pre-process
Outsourcing elements of the process itself
SaaS services for ECM
Use Less Use Same Use More
30 20 10 0 10 20 30 40
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 12
Winning the Paper W
ars- capture the content and m
obilize the process troops$
you capture-enabled or made paper-free (N=408)
1313(amp13[O5DYLZ|(amplt|9
Figure 13 Have you made any of the following processes capture-enabled or paper-free (N=408 line length indicates NA)
B4Ylt|KZ$D$Y|Z
None 23
1 process 8
2 processes 12
3 processes 9
4-5 processes 16
6-10 processes 14
11-25 processes 7
26-50 processes 4
50+ processes 7
0 10 20 30 40 50 60 70 80 90
Internal HR expenses mesheets on-boarding etc
Finance accounts payable (invoices)
Customer correspondence help desk
Specific line-of-business forms-based external
Contracts procurement shared-services
Other internal processes eg approvals quality etc
Finance accounts receivable (credit control)
Case-based claims invesgaons consultaons
New applicaons mortgages members accounts
Logiscs delivery manifests etc
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Paper Free Not Paper-Free
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 13
Winning the Paper W
ars- capture the content and m
obilize the process troopsamp131313
or ROI of the project (N=408)
944
ImplementationDEQ413[
Figure 15 How are these capture processes mainly being implemented and interfaced (N=276 multiple choice)
0 20 40 60 80 100
Finance accounts payable (invoices)
Finance accounts receivable (credit control)
Contracts procurement shared-services
Customer correspondence help desk
New applicaons mortgages members accounts
Specific line-of-business forms-based external
Other internal processes eg approvals quality etc
Case-based claims invesgaons consultaons
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Internal HR expenses mesheets on-boarding etc
Logiscs delivery manifests etc
Excellent Good Average Poor
0 10 20 30 40
Standard feature of specific processapplicaon (eg finance system HR etc)
As part of an integrated ECM suite
Developedassembled in-house largely asone-off
Mulple capture applicaons interfacedseparately to each applicaon
Standard capture plaorm interfacedseparately to each applicaon
Standard capture plaorm integrated toseparate workflowBPM system
Standard capture plaorm with built-inworkflowBPM
OutsourcedSaaS
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 1
Winning the Paper W
ars- capture the content and m
obilize the process troops
About the Research1313$amp()rdquo
direct them to +
45
6784139
9ltamp(=ampltamp()gt
7B(DEF
Alfrescoampgt)H7DSuite 720 )))HPhoneK(gtgtgt)(L))HD5NWeb
ABBYYgtgtOEQEH)67
DlFHgtlt)HWeb
Avoka(H((ampthQ13Egtamp(5K(gtgtgtgtF)(HltD5N5
Bottomline Technologies Ltd ((E7 Q(L=VUnited KingdomKFFYZgtLgt(gtamp75KFFYZ((gtHgtampamp)FgtD5NWeb
IBM)lt[QEEHampltamplt5K(gt)F)lt)gt5
OPEX CorporationampH+)ampQ9D7QQ](F^United Kingdom5KFFYZ(ampF)gtgtgt)gt5KFFYZ(ampFamp(F)ampD5 7]N 5
ibmlampLEQQ])amp( 5K(ampF)HL(D5N Web
Kofax plc(amp((]EEHamplt(gt5K(HFHLgt)()))D5N5
Iron MountainLFQamp(((5K(gtgtHHLltlt5
Perceptive Software[13[gt7]lt)68United Kingdom5KFFYZgtFlt(HD5N 5
Zia Consulting IncampE_ampQEgt)(Phone +1 gtgtgtL)ampF((D54NB5B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 2
Winning the Paper W
ars- capture the content and m
obilize the process troops
About AIIML9is to ensure that information professionals understand the current and future challenges of managing Q8913B135
About the Author88[ampj9[EDE7E7Q89DQE87EDD96k
copy 2013AIIM - Find Control and Optimize Your Information((7((778ampH(5)(gtLgtampamp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 3
Winning the Paper W
ars- capture the content and m
obilize the process troops
About the Research About the Research 1678 1About AIIM 2About the Author 2
Introduction Introduction 4k 4
Paper-Free Business Initiatives and Drivers Paper-Free Business Initiatives and Drivers 58 lt
Capture Maturity Capture Maturity 88 10Outsourcing 11
Paper-Free Processes Paper-Free Processes 11Implementation 134 (Q13 (
Distributed and Mobile Capture Distributed and Mobile Capture 1687 17
1313 19
Spending Plans Spending Plans 21
Conclusion and Recommendations Conclusion and Recommendations 22Recommendations 22
Appendix 1 - Survey Demographics Survey Demographics 237Q 23Organizational Size 23Geography 23Industry Sector 24= 24
Appendix 2 - Selective Comments Appendix 2 - Selective Comments 25
Underwritten in part by QQ^^ ampltAlfresco amplt 27Q9 27Q ampgtibml ampgtIron MountainampHk ampHDV 307 30Zia Consulting 31
About AIIM About AIIM 32
Table of Contents
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 4
Winning the Paper W
ars- capture the content and m
obilize the process troops
IntroductionB713Q913
413D13B|13
13
Key FindingsLF|13
ampF|13$
9F(|BQ(H|
BF9Flt
ampHL|)F|
OYFL|ZB|(gt|j
9(gt|(amp
[L|$D$ldquoContracts and procurementrdquo is also
]E ]E)L|amplt|E
)(|(|amplt|EBDY(F|ZO
OB8amp|()|
13$Q$Q1313
(|YH|Zampamp|
7(ampEQ++7O
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals
Winning the Paper W
ars- capture the content and m
obilize the process troops
Q8F|B
Figure 1 Which of the following business improvement campaigns are currently running in your organization (Check all that apply) N=451
744$~LF|$
[$813~ampF|$ OB~
Figure 2 Business Improvement campaigns (N=452)
13139F(|B9(H|[~9
0 10 20 30 40 50 60 70 80
Connuous process improvement
Improve response mes to customers
Reduce environmental impact
Process re-engineering
Cut back-office overheads
Beer business intelligencebig data
Raonalize printerscopiers (eg MPS)
Improve accuracy of customer data
Reduce mail delivery points
Outsource more funcons
None of these
10-500 emps
500-5000 emps
5000+ emps
Paper-reducon is part of these campaigns 72 78 72
Have a specific policy to lsquoDrive paper out of the businessrsquo 22 20 31
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals lt
Winning the Paper W
ars- capture the content and m
obilize the process troops13
increasing or decreasing (N=449)
BBBYF|Z
Drivers and Issues13BY13Z13O
Figure 4 What would you say are the biggest issues caused by paper-based processes in your organization (Max THREE) (N=449)
13$
]4
0 10 20 30 40 50 60
Increasing
About the same
Decreasing
10-500 emps
500-5000 emps
5000+ emps
0 10 20 30 40 50 60
Time spent re-keying data searching forpaper copies and filing
Storage volume and outsource paper storecosts
Inability to monitor workflow progress
ldquoLostrdquo paperwork or case files
Compliance and audit issues
Poor access to case or process documents forfront-officecall-desk staff
Inability of staff to work from home or on theroad
Delays introduced by post courier ormailroom
Difficulty of re-allocang or re-locangworkloads
None of these
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 7
Winning the Paper W
ars- capture the content and m
obilize the process troops
(Max THREE) (N=418)
B4[13YZE4
94
0 10 20 30 40 50
Physical signatures on paper are obligatory
Too much investment in scanning andcapture needed
Legal admissibility will be compromised
The process workflow will be too inflexiblefor excepons
Prefer to write notes and amendmentsonto paper
Itrsquos a major changejobs may be lost
Captured data will not be accurate leadingto mistakes
Scanned forms may not be easily readable
Documents and forms will be less reliablyaccessible than with paper filing
Canrsquot take work or reference documents home on the train or out on site
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 6 How would you describe the attitudes of the following staff in your organization to
replacing paper in your key processes (N=418)
O]85)L|amplt|E(lt|Q9+E
4E
Capture Maturity9YZ$B13D13$9L|13()|E(|(gt|$9$1313
0 25 50 75 100 125 150
Business improvement consultants
IT operaons
Records ManagementCompliance
OperaonsFaciliesPost-room managers
C-level execuves
Line of business managers
Line of business operaonaladmin staff
Finance operaonal staff
Finance managers
Legal counsel
Strongly Resistant Resistant Neutral In Favor Strongly in Favor
50 25 0 25 50 75
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals H
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 7 How would you describe the level of image capture maturity in your business unit (N=420)
BEB(lt|Y((|Z(amp|(H|
E8135YZBlt4
Figure 8 Which of the following do you use in your business unit (N=397)
We only scan things
occasionally 11
We use scanners for office tasks
but not as a coordinated
input to process or archive 21
We scan documents as
image only primarily for archive 20
We scan documents and
forms and route the flat image through the
process 18
We scan documents and
forms and capture text for
roung or indexing 15
We scan invoices andor
forms and capture data to
the process 13
We outsource all of our scanning and capture 2
0 20 40 60
High volume producon scanners
Invoice scanning for AP process
Staff scan receipts for expense claims
Check (cheque) scanning for AR process
Website accepts customer-scanned docs
Scanner-per-desk for professional staff
Portable scanners for field staff
Signature scanners or touch pads
Mobile apps for scancapture
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 10
Winning the Paper W
ars- capture the content and m
obilize the process troopsDigital Mailroom9F|B(()|(BY$ZampFampF
813(|BBBBDO913DDF(|13
Figure 9 Which of the following best describes how you mostly deal with inbound documents and forms in your business unit (in-house or outsourced) (N=429)
13EB
Figure 10 Which of the following comments would you apply to your digital mailroom implementation (Check all that apply) (N=40 Digital mailroom users)
0 10 20 30 40 50
Scan ldquoat-the-doorrdquo with a digital mailroom
Scan in advance of the process
Scan for archive aer the process
We only do ad hoc scanning
North America
Europe
Rest of World
0 10 20 30 40 50 60 70
Mail traceability and compliance is much beer
Customer service has been considerably improved
Greatly improved the quality of datacapture into downstream processes
Mail is immediately available formobileremotetelework staff
Allowed us to consolidate a number ofseparate scanning operaons
We achieved payback based on labor andspace savings alone
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 11
Winning the Paper W
ars- capture the content and m
obilize the process troops8|
Outsourcing71398Y8Z(9813
Figure 11 What use do you make of outsourced document services and what are your plans 13
8amp)|B4B5ampH|Bamp|()|
YltF|ZBYLL|ZBB4
0 10 20 30 40 50 60 70
Box store
Scan-on-retrieval from store
Back-scanning of paper records
Inbound mail services their premises
Inbound mail services your premises
Scanning to image post-process archiving
Scanning to image pre-process
Scanning and data capture pre-process
Outsourcing elements of the process itself
SaaS services for ECM
Use Less Use Same Use More
30 20 10 0 10 20 30 40
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 12
Winning the Paper W
ars- capture the content and m
obilize the process troops$
you capture-enabled or made paper-free (N=408)
1313(amp13[O5DYLZ|(amplt|9
Figure 13 Have you made any of the following processes capture-enabled or paper-free (N=408 line length indicates NA)
B4Ylt|KZ$D$Y|Z
None 23
1 process 8
2 processes 12
3 processes 9
4-5 processes 16
6-10 processes 14
11-25 processes 7
26-50 processes 4
50+ processes 7
0 10 20 30 40 50 60 70 80 90
Internal HR expenses mesheets on-boarding etc
Finance accounts payable (invoices)
Customer correspondence help desk
Specific line-of-business forms-based external
Contracts procurement shared-services
Other internal processes eg approvals quality etc
Finance accounts receivable (credit control)
Case-based claims invesgaons consultaons
New applicaons mortgages members accounts
Logiscs delivery manifests etc
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Paper Free Not Paper-Free
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 13
Winning the Paper W
ars- capture the content and m
obilize the process troopsamp131313
or ROI of the project (N=408)
944
ImplementationDEQ413[
Figure 15 How are these capture processes mainly being implemented and interfaced (N=276 multiple choice)
0 20 40 60 80 100
Finance accounts payable (invoices)
Finance accounts receivable (credit control)
Contracts procurement shared-services
Customer correspondence help desk
New applicaons mortgages members accounts
Specific line-of-business forms-based external
Other internal processes eg approvals quality etc
Case-based claims invesgaons consultaons
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Internal HR expenses mesheets on-boarding etc
Logiscs delivery manifests etc
Excellent Good Average Poor
0 10 20 30 40
Standard feature of specific processapplicaon (eg finance system HR etc)
As part of an integrated ECM suite
Developedassembled in-house largely asone-off
Mulple capture applicaons interfacedseparately to each applicaon
Standard capture plaorm interfacedseparately to each applicaon
Standard capture plaorm integrated toseparate workflowBPM system
Standard capture plaorm with built-inworkflowBPM
OutsourcedSaaS
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 2
Winning the Paper W
ars- capture the content and m
obilize the process troops
About AIIML9is to ensure that information professionals understand the current and future challenges of managing Q8913B135
About the Author88[ampj9[EDE7E7Q89DQE87EDD96k
copy 2013AIIM - Find Control and Optimize Your Information((7((778ampH(5)(gtLgtampamp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 3
Winning the Paper W
ars- capture the content and m
obilize the process troops
About the Research About the Research 1678 1About AIIM 2About the Author 2
Introduction Introduction 4k 4
Paper-Free Business Initiatives and Drivers Paper-Free Business Initiatives and Drivers 58 lt
Capture Maturity Capture Maturity 88 10Outsourcing 11
Paper-Free Processes Paper-Free Processes 11Implementation 134 (Q13 (
Distributed and Mobile Capture Distributed and Mobile Capture 1687 17
1313 19
Spending Plans Spending Plans 21
Conclusion and Recommendations Conclusion and Recommendations 22Recommendations 22
Appendix 1 - Survey Demographics Survey Demographics 237Q 23Organizational Size 23Geography 23Industry Sector 24= 24
Appendix 2 - Selective Comments Appendix 2 - Selective Comments 25
Underwritten in part by QQ^^ ampltAlfresco amplt 27Q9 27Q ampgtibml ampgtIron MountainampHk ampHDV 307 30Zia Consulting 31
About AIIM About AIIM 32
Table of Contents
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 4
Winning the Paper W
ars- capture the content and m
obilize the process troops
IntroductionB713Q913
413D13B|13
13
Key FindingsLF|13
ampF|13$
9F(|BQ(H|
BF9Flt
ampHL|)F|
OYFL|ZB|(gt|j
9(gt|(amp
[L|$D$ldquoContracts and procurementrdquo is also
]E ]E)L|amplt|E
)(|(|amplt|EBDY(F|ZO
OB8amp|()|
13$Q$Q1313
(|YH|Zampamp|
7(ampEQ++7O
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals
Winning the Paper W
ars- capture the content and m
obilize the process troops
Q8F|B
Figure 1 Which of the following business improvement campaigns are currently running in your organization (Check all that apply) N=451
744$~LF|$
[$813~ampF|$ OB~
Figure 2 Business Improvement campaigns (N=452)
13139F(|B9(H|[~9
0 10 20 30 40 50 60 70 80
Connuous process improvement
Improve response mes to customers
Reduce environmental impact
Process re-engineering
Cut back-office overheads
Beer business intelligencebig data
Raonalize printerscopiers (eg MPS)
Improve accuracy of customer data
Reduce mail delivery points
Outsource more funcons
None of these
10-500 emps
500-5000 emps
5000+ emps
Paper-reducon is part of these campaigns 72 78 72
Have a specific policy to lsquoDrive paper out of the businessrsquo 22 20 31
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals lt
Winning the Paper W
ars- capture the content and m
obilize the process troops13
increasing or decreasing (N=449)
BBBYF|Z
Drivers and Issues13BY13Z13O
Figure 4 What would you say are the biggest issues caused by paper-based processes in your organization (Max THREE) (N=449)
13$
]4
0 10 20 30 40 50 60
Increasing
About the same
Decreasing
10-500 emps
500-5000 emps
5000+ emps
0 10 20 30 40 50 60
Time spent re-keying data searching forpaper copies and filing
Storage volume and outsource paper storecosts
Inability to monitor workflow progress
ldquoLostrdquo paperwork or case files
Compliance and audit issues
Poor access to case or process documents forfront-officecall-desk staff
Inability of staff to work from home or on theroad
Delays introduced by post courier ormailroom
Difficulty of re-allocang or re-locangworkloads
None of these
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 7
Winning the Paper W
ars- capture the content and m
obilize the process troops
(Max THREE) (N=418)
B4[13YZE4
94
0 10 20 30 40 50
Physical signatures on paper are obligatory
Too much investment in scanning andcapture needed
Legal admissibility will be compromised
The process workflow will be too inflexiblefor excepons
Prefer to write notes and amendmentsonto paper
Itrsquos a major changejobs may be lost
Captured data will not be accurate leadingto mistakes
Scanned forms may not be easily readable
Documents and forms will be less reliablyaccessible than with paper filing
Canrsquot take work or reference documents home on the train or out on site
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 6 How would you describe the attitudes of the following staff in your organization to
replacing paper in your key processes (N=418)
O]85)L|amplt|E(lt|Q9+E
4E
Capture Maturity9YZ$B13D13$9L|13()|E(|(gt|$9$1313
0 25 50 75 100 125 150
Business improvement consultants
IT operaons
Records ManagementCompliance
OperaonsFaciliesPost-room managers
C-level execuves
Line of business managers
Line of business operaonaladmin staff
Finance operaonal staff
Finance managers
Legal counsel
Strongly Resistant Resistant Neutral In Favor Strongly in Favor
50 25 0 25 50 75
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals H
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 7 How would you describe the level of image capture maturity in your business unit (N=420)
BEB(lt|Y((|Z(amp|(H|
E8135YZBlt4
Figure 8 Which of the following do you use in your business unit (N=397)
We only scan things
occasionally 11
We use scanners for office tasks
but not as a coordinated
input to process or archive 21
We scan documents as
image only primarily for archive 20
We scan documents and
forms and route the flat image through the
process 18
We scan documents and
forms and capture text for
roung or indexing 15
We scan invoices andor
forms and capture data to
the process 13
We outsource all of our scanning and capture 2
0 20 40 60
High volume producon scanners
Invoice scanning for AP process
Staff scan receipts for expense claims
Check (cheque) scanning for AR process
Website accepts customer-scanned docs
Scanner-per-desk for professional staff
Portable scanners for field staff
Signature scanners or touch pads
Mobile apps for scancapture
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 10
Winning the Paper W
ars- capture the content and m
obilize the process troopsDigital Mailroom9F|B(()|(BY$ZampFampF
813(|BBBBDO913DDF(|13
Figure 9 Which of the following best describes how you mostly deal with inbound documents and forms in your business unit (in-house or outsourced) (N=429)
13EB
Figure 10 Which of the following comments would you apply to your digital mailroom implementation (Check all that apply) (N=40 Digital mailroom users)
0 10 20 30 40 50
Scan ldquoat-the-doorrdquo with a digital mailroom
Scan in advance of the process
Scan for archive aer the process
We only do ad hoc scanning
North America
Europe
Rest of World
0 10 20 30 40 50 60 70
Mail traceability and compliance is much beer
Customer service has been considerably improved
Greatly improved the quality of datacapture into downstream processes
Mail is immediately available formobileremotetelework staff
Allowed us to consolidate a number ofseparate scanning operaons
We achieved payback based on labor andspace savings alone
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 11
Winning the Paper W
ars- capture the content and m
obilize the process troops8|
Outsourcing71398Y8Z(9813
Figure 11 What use do you make of outsourced document services and what are your plans 13
8amp)|B4B5ampH|Bamp|()|
YltF|ZBYLL|ZBB4
0 10 20 30 40 50 60 70
Box store
Scan-on-retrieval from store
Back-scanning of paper records
Inbound mail services their premises
Inbound mail services your premises
Scanning to image post-process archiving
Scanning to image pre-process
Scanning and data capture pre-process
Outsourcing elements of the process itself
SaaS services for ECM
Use Less Use Same Use More
30 20 10 0 10 20 30 40
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 12
Winning the Paper W
ars- capture the content and m
obilize the process troops$
you capture-enabled or made paper-free (N=408)
1313(amp13[O5DYLZ|(amplt|9
Figure 13 Have you made any of the following processes capture-enabled or paper-free (N=408 line length indicates NA)
B4Ylt|KZ$D$Y|Z
None 23
1 process 8
2 processes 12
3 processes 9
4-5 processes 16
6-10 processes 14
11-25 processes 7
26-50 processes 4
50+ processes 7
0 10 20 30 40 50 60 70 80 90
Internal HR expenses mesheets on-boarding etc
Finance accounts payable (invoices)
Customer correspondence help desk
Specific line-of-business forms-based external
Contracts procurement shared-services
Other internal processes eg approvals quality etc
Finance accounts receivable (credit control)
Case-based claims invesgaons consultaons
New applicaons mortgages members accounts
Logiscs delivery manifests etc
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Paper Free Not Paper-Free
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 13
Winning the Paper W
ars- capture the content and m
obilize the process troopsamp131313
or ROI of the project (N=408)
944
ImplementationDEQ413[
Figure 15 How are these capture processes mainly being implemented and interfaced (N=276 multiple choice)
0 20 40 60 80 100
Finance accounts payable (invoices)
Finance accounts receivable (credit control)
Contracts procurement shared-services
Customer correspondence help desk
New applicaons mortgages members accounts
Specific line-of-business forms-based external
Other internal processes eg approvals quality etc
Case-based claims invesgaons consultaons
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Internal HR expenses mesheets on-boarding etc
Logiscs delivery manifests etc
Excellent Good Average Poor
0 10 20 30 40
Standard feature of specific processapplicaon (eg finance system HR etc)
As part of an integrated ECM suite
Developedassembled in-house largely asone-off
Mulple capture applicaons interfacedseparately to each applicaon
Standard capture plaorm interfacedseparately to each applicaon
Standard capture plaorm integrated toseparate workflowBPM system
Standard capture plaorm with built-inworkflowBPM
OutsourcedSaaS
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 3
Winning the Paper W
ars- capture the content and m
obilize the process troops
About the Research About the Research 1678 1About AIIM 2About the Author 2
Introduction Introduction 4k 4
Paper-Free Business Initiatives and Drivers Paper-Free Business Initiatives and Drivers 58 lt
Capture Maturity Capture Maturity 88 10Outsourcing 11
Paper-Free Processes Paper-Free Processes 11Implementation 134 (Q13 (
Distributed and Mobile Capture Distributed and Mobile Capture 1687 17
1313 19
Spending Plans Spending Plans 21
Conclusion and Recommendations Conclusion and Recommendations 22Recommendations 22
Appendix 1 - Survey Demographics Survey Demographics 237Q 23Organizational Size 23Geography 23Industry Sector 24= 24
Appendix 2 - Selective Comments Appendix 2 - Selective Comments 25
Underwritten in part by QQ^^ ampltAlfresco amplt 27Q9 27Q ampgtibml ampgtIron MountainampHk ampHDV 307 30Zia Consulting 31
About AIIM About AIIM 32
Table of Contents
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 4
Winning the Paper W
ars- capture the content and m
obilize the process troops
IntroductionB713Q913
413D13B|13
13
Key FindingsLF|13
ampF|13$
9F(|BQ(H|
BF9Flt
ampHL|)F|
OYFL|ZB|(gt|j
9(gt|(amp
[L|$D$ldquoContracts and procurementrdquo is also
]E ]E)L|amplt|E
)(|(|amplt|EBDY(F|ZO
OB8amp|()|
13$Q$Q1313
(|YH|Zampamp|
7(ampEQ++7O
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals
Winning the Paper W
ars- capture the content and m
obilize the process troops
Q8F|B
Figure 1 Which of the following business improvement campaigns are currently running in your organization (Check all that apply) N=451
744$~LF|$
[$813~ampF|$ OB~
Figure 2 Business Improvement campaigns (N=452)
13139F(|B9(H|[~9
0 10 20 30 40 50 60 70 80
Connuous process improvement
Improve response mes to customers
Reduce environmental impact
Process re-engineering
Cut back-office overheads
Beer business intelligencebig data
Raonalize printerscopiers (eg MPS)
Improve accuracy of customer data
Reduce mail delivery points
Outsource more funcons
None of these
10-500 emps
500-5000 emps
5000+ emps
Paper-reducon is part of these campaigns 72 78 72
Have a specific policy to lsquoDrive paper out of the businessrsquo 22 20 31
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals lt
Winning the Paper W
ars- capture the content and m
obilize the process troops13
increasing or decreasing (N=449)
BBBYF|Z
Drivers and Issues13BY13Z13O
Figure 4 What would you say are the biggest issues caused by paper-based processes in your organization (Max THREE) (N=449)
13$
]4
0 10 20 30 40 50 60
Increasing
About the same
Decreasing
10-500 emps
500-5000 emps
5000+ emps
0 10 20 30 40 50 60
Time spent re-keying data searching forpaper copies and filing
Storage volume and outsource paper storecosts
Inability to monitor workflow progress
ldquoLostrdquo paperwork or case files
Compliance and audit issues
Poor access to case or process documents forfront-officecall-desk staff
Inability of staff to work from home or on theroad
Delays introduced by post courier ormailroom
Difficulty of re-allocang or re-locangworkloads
None of these
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 7
Winning the Paper W
ars- capture the content and m
obilize the process troops
(Max THREE) (N=418)
B4[13YZE4
94
0 10 20 30 40 50
Physical signatures on paper are obligatory
Too much investment in scanning andcapture needed
Legal admissibility will be compromised
The process workflow will be too inflexiblefor excepons
Prefer to write notes and amendmentsonto paper
Itrsquos a major changejobs may be lost
Captured data will not be accurate leadingto mistakes
Scanned forms may not be easily readable
Documents and forms will be less reliablyaccessible than with paper filing
Canrsquot take work or reference documents home on the train or out on site
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 6 How would you describe the attitudes of the following staff in your organization to
replacing paper in your key processes (N=418)
O]85)L|amplt|E(lt|Q9+E
4E
Capture Maturity9YZ$B13D13$9L|13()|E(|(gt|$9$1313
0 25 50 75 100 125 150
Business improvement consultants
IT operaons
Records ManagementCompliance
OperaonsFaciliesPost-room managers
C-level execuves
Line of business managers
Line of business operaonaladmin staff
Finance operaonal staff
Finance managers
Legal counsel
Strongly Resistant Resistant Neutral In Favor Strongly in Favor
50 25 0 25 50 75
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals H
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 7 How would you describe the level of image capture maturity in your business unit (N=420)
BEB(lt|Y((|Z(amp|(H|
E8135YZBlt4
Figure 8 Which of the following do you use in your business unit (N=397)
We only scan things
occasionally 11
We use scanners for office tasks
but not as a coordinated
input to process or archive 21
We scan documents as
image only primarily for archive 20
We scan documents and
forms and route the flat image through the
process 18
We scan documents and
forms and capture text for
roung or indexing 15
We scan invoices andor
forms and capture data to
the process 13
We outsource all of our scanning and capture 2
0 20 40 60
High volume producon scanners
Invoice scanning for AP process
Staff scan receipts for expense claims
Check (cheque) scanning for AR process
Website accepts customer-scanned docs
Scanner-per-desk for professional staff
Portable scanners for field staff
Signature scanners or touch pads
Mobile apps for scancapture
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 10
Winning the Paper W
ars- capture the content and m
obilize the process troopsDigital Mailroom9F|B(()|(BY$ZampFampF
813(|BBBBDO913DDF(|13
Figure 9 Which of the following best describes how you mostly deal with inbound documents and forms in your business unit (in-house or outsourced) (N=429)
13EB
Figure 10 Which of the following comments would you apply to your digital mailroom implementation (Check all that apply) (N=40 Digital mailroom users)
0 10 20 30 40 50
Scan ldquoat-the-doorrdquo with a digital mailroom
Scan in advance of the process
Scan for archive aer the process
We only do ad hoc scanning
North America
Europe
Rest of World
0 10 20 30 40 50 60 70
Mail traceability and compliance is much beer
Customer service has been considerably improved
Greatly improved the quality of datacapture into downstream processes
Mail is immediately available formobileremotetelework staff
Allowed us to consolidate a number ofseparate scanning operaons
We achieved payback based on labor andspace savings alone
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 11
Winning the Paper W
ars- capture the content and m
obilize the process troops8|
Outsourcing71398Y8Z(9813
Figure 11 What use do you make of outsourced document services and what are your plans 13
8amp)|B4B5ampH|Bamp|()|
YltF|ZBYLL|ZBB4
0 10 20 30 40 50 60 70
Box store
Scan-on-retrieval from store
Back-scanning of paper records
Inbound mail services their premises
Inbound mail services your premises
Scanning to image post-process archiving
Scanning to image pre-process
Scanning and data capture pre-process
Outsourcing elements of the process itself
SaaS services for ECM
Use Less Use Same Use More
30 20 10 0 10 20 30 40
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 12
Winning the Paper W
ars- capture the content and m
obilize the process troops$
you capture-enabled or made paper-free (N=408)
1313(amp13[O5DYLZ|(amplt|9
Figure 13 Have you made any of the following processes capture-enabled or paper-free (N=408 line length indicates NA)
B4Ylt|KZ$D$Y|Z
None 23
1 process 8
2 processes 12
3 processes 9
4-5 processes 16
6-10 processes 14
11-25 processes 7
26-50 processes 4
50+ processes 7
0 10 20 30 40 50 60 70 80 90
Internal HR expenses mesheets on-boarding etc
Finance accounts payable (invoices)
Customer correspondence help desk
Specific line-of-business forms-based external
Contracts procurement shared-services
Other internal processes eg approvals quality etc
Finance accounts receivable (credit control)
Case-based claims invesgaons consultaons
New applicaons mortgages members accounts
Logiscs delivery manifests etc
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Paper Free Not Paper-Free
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 13
Winning the Paper W
ars- capture the content and m
obilize the process troopsamp131313
or ROI of the project (N=408)
944
ImplementationDEQ413[
Figure 15 How are these capture processes mainly being implemented and interfaced (N=276 multiple choice)
0 20 40 60 80 100
Finance accounts payable (invoices)
Finance accounts receivable (credit control)
Contracts procurement shared-services
Customer correspondence help desk
New applicaons mortgages members accounts
Specific line-of-business forms-based external
Other internal processes eg approvals quality etc
Case-based claims invesgaons consultaons
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Internal HR expenses mesheets on-boarding etc
Logiscs delivery manifests etc
Excellent Good Average Poor
0 10 20 30 40
Standard feature of specific processapplicaon (eg finance system HR etc)
As part of an integrated ECM suite
Developedassembled in-house largely asone-off
Mulple capture applicaons interfacedseparately to each applicaon
Standard capture plaorm interfacedseparately to each applicaon
Standard capture plaorm integrated toseparate workflowBPM system
Standard capture plaorm with built-inworkflowBPM
OutsourcedSaaS
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 4
Winning the Paper W
ars- capture the content and m
obilize the process troops
IntroductionB713Q913
413D13B|13
13
Key FindingsLF|13
ampF|13$
9F(|BQ(H|
BF9Flt
ampHL|)F|
OYFL|ZB|(gt|j
9(gt|(amp
[L|$D$ldquoContracts and procurementrdquo is also
]E ]E)L|amplt|E
)(|(|amplt|EBDY(F|ZO
OB8amp|()|
13$Q$Q1313
(|YH|Zampamp|
7(ampEQ++7O
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals
Winning the Paper W
ars- capture the content and m
obilize the process troops
Q8F|B
Figure 1 Which of the following business improvement campaigns are currently running in your organization (Check all that apply) N=451
744$~LF|$
[$813~ampF|$ OB~
Figure 2 Business Improvement campaigns (N=452)
13139F(|B9(H|[~9
0 10 20 30 40 50 60 70 80
Connuous process improvement
Improve response mes to customers
Reduce environmental impact
Process re-engineering
Cut back-office overheads
Beer business intelligencebig data
Raonalize printerscopiers (eg MPS)
Improve accuracy of customer data
Reduce mail delivery points
Outsource more funcons
None of these
10-500 emps
500-5000 emps
5000+ emps
Paper-reducon is part of these campaigns 72 78 72
Have a specific policy to lsquoDrive paper out of the businessrsquo 22 20 31
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals lt
Winning the Paper W
ars- capture the content and m
obilize the process troops13
increasing or decreasing (N=449)
BBBYF|Z
Drivers and Issues13BY13Z13O
Figure 4 What would you say are the biggest issues caused by paper-based processes in your organization (Max THREE) (N=449)
13$
]4
0 10 20 30 40 50 60
Increasing
About the same
Decreasing
10-500 emps
500-5000 emps
5000+ emps
0 10 20 30 40 50 60
Time spent re-keying data searching forpaper copies and filing
Storage volume and outsource paper storecosts
Inability to monitor workflow progress
ldquoLostrdquo paperwork or case files
Compliance and audit issues
Poor access to case or process documents forfront-officecall-desk staff
Inability of staff to work from home or on theroad
Delays introduced by post courier ormailroom
Difficulty of re-allocang or re-locangworkloads
None of these
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 7
Winning the Paper W
ars- capture the content and m
obilize the process troops
(Max THREE) (N=418)
B4[13YZE4
94
0 10 20 30 40 50
Physical signatures on paper are obligatory
Too much investment in scanning andcapture needed
Legal admissibility will be compromised
The process workflow will be too inflexiblefor excepons
Prefer to write notes and amendmentsonto paper
Itrsquos a major changejobs may be lost
Captured data will not be accurate leadingto mistakes
Scanned forms may not be easily readable
Documents and forms will be less reliablyaccessible than with paper filing
Canrsquot take work or reference documents home on the train or out on site
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 6 How would you describe the attitudes of the following staff in your organization to
replacing paper in your key processes (N=418)
O]85)L|amplt|E(lt|Q9+E
4E
Capture Maturity9YZ$B13D13$9L|13()|E(|(gt|$9$1313
0 25 50 75 100 125 150
Business improvement consultants
IT operaons
Records ManagementCompliance
OperaonsFaciliesPost-room managers
C-level execuves
Line of business managers
Line of business operaonaladmin staff
Finance operaonal staff
Finance managers
Legal counsel
Strongly Resistant Resistant Neutral In Favor Strongly in Favor
50 25 0 25 50 75
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals H
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 7 How would you describe the level of image capture maturity in your business unit (N=420)
BEB(lt|Y((|Z(amp|(H|
E8135YZBlt4
Figure 8 Which of the following do you use in your business unit (N=397)
We only scan things
occasionally 11
We use scanners for office tasks
but not as a coordinated
input to process or archive 21
We scan documents as
image only primarily for archive 20
We scan documents and
forms and route the flat image through the
process 18
We scan documents and
forms and capture text for
roung or indexing 15
We scan invoices andor
forms and capture data to
the process 13
We outsource all of our scanning and capture 2
0 20 40 60
High volume producon scanners
Invoice scanning for AP process
Staff scan receipts for expense claims
Check (cheque) scanning for AR process
Website accepts customer-scanned docs
Scanner-per-desk for professional staff
Portable scanners for field staff
Signature scanners or touch pads
Mobile apps for scancapture
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 10
Winning the Paper W
ars- capture the content and m
obilize the process troopsDigital Mailroom9F|B(()|(BY$ZampFampF
813(|BBBBDO913DDF(|13
Figure 9 Which of the following best describes how you mostly deal with inbound documents and forms in your business unit (in-house or outsourced) (N=429)
13EB
Figure 10 Which of the following comments would you apply to your digital mailroom implementation (Check all that apply) (N=40 Digital mailroom users)
0 10 20 30 40 50
Scan ldquoat-the-doorrdquo with a digital mailroom
Scan in advance of the process
Scan for archive aer the process
We only do ad hoc scanning
North America
Europe
Rest of World
0 10 20 30 40 50 60 70
Mail traceability and compliance is much beer
Customer service has been considerably improved
Greatly improved the quality of datacapture into downstream processes
Mail is immediately available formobileremotetelework staff
Allowed us to consolidate a number ofseparate scanning operaons
We achieved payback based on labor andspace savings alone
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 11
Winning the Paper W
ars- capture the content and m
obilize the process troops8|
Outsourcing71398Y8Z(9813
Figure 11 What use do you make of outsourced document services and what are your plans 13
8amp)|B4B5ampH|Bamp|()|
YltF|ZBYLL|ZBB4
0 10 20 30 40 50 60 70
Box store
Scan-on-retrieval from store
Back-scanning of paper records
Inbound mail services their premises
Inbound mail services your premises
Scanning to image post-process archiving
Scanning to image pre-process
Scanning and data capture pre-process
Outsourcing elements of the process itself
SaaS services for ECM
Use Less Use Same Use More
30 20 10 0 10 20 30 40
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 12
Winning the Paper W
ars- capture the content and m
obilize the process troops$
you capture-enabled or made paper-free (N=408)
1313(amp13[O5DYLZ|(amplt|9
Figure 13 Have you made any of the following processes capture-enabled or paper-free (N=408 line length indicates NA)
B4Ylt|KZ$D$Y|Z
None 23
1 process 8
2 processes 12
3 processes 9
4-5 processes 16
6-10 processes 14
11-25 processes 7
26-50 processes 4
50+ processes 7
0 10 20 30 40 50 60 70 80 90
Internal HR expenses mesheets on-boarding etc
Finance accounts payable (invoices)
Customer correspondence help desk
Specific line-of-business forms-based external
Contracts procurement shared-services
Other internal processes eg approvals quality etc
Finance accounts receivable (credit control)
Case-based claims invesgaons consultaons
New applicaons mortgages members accounts
Logiscs delivery manifests etc
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Paper Free Not Paper-Free
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 13
Winning the Paper W
ars- capture the content and m
obilize the process troopsamp131313
or ROI of the project (N=408)
944
ImplementationDEQ413[
Figure 15 How are these capture processes mainly being implemented and interfaced (N=276 multiple choice)
0 20 40 60 80 100
Finance accounts payable (invoices)
Finance accounts receivable (credit control)
Contracts procurement shared-services
Customer correspondence help desk
New applicaons mortgages members accounts
Specific line-of-business forms-based external
Other internal processes eg approvals quality etc
Case-based claims invesgaons consultaons
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Internal HR expenses mesheets on-boarding etc
Logiscs delivery manifests etc
Excellent Good Average Poor
0 10 20 30 40
Standard feature of specific processapplicaon (eg finance system HR etc)
As part of an integrated ECM suite
Developedassembled in-house largely asone-off
Mulple capture applicaons interfacedseparately to each applicaon
Standard capture plaorm interfacedseparately to each applicaon
Standard capture plaorm integrated toseparate workflowBPM system
Standard capture plaorm with built-inworkflowBPM
OutsourcedSaaS
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals
Winning the Paper W
ars- capture the content and m
obilize the process troops
Q8F|B
Figure 1 Which of the following business improvement campaigns are currently running in your organization (Check all that apply) N=451
744$~LF|$
[$813~ampF|$ OB~
Figure 2 Business Improvement campaigns (N=452)
13139F(|B9(H|[~9
0 10 20 30 40 50 60 70 80
Connuous process improvement
Improve response mes to customers
Reduce environmental impact
Process re-engineering
Cut back-office overheads
Beer business intelligencebig data
Raonalize printerscopiers (eg MPS)
Improve accuracy of customer data
Reduce mail delivery points
Outsource more funcons
None of these
10-500 emps
500-5000 emps
5000+ emps
Paper-reducon is part of these campaigns 72 78 72
Have a specific policy to lsquoDrive paper out of the businessrsquo 22 20 31
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals lt
Winning the Paper W
ars- capture the content and m
obilize the process troops13
increasing or decreasing (N=449)
BBBYF|Z
Drivers and Issues13BY13Z13O
Figure 4 What would you say are the biggest issues caused by paper-based processes in your organization (Max THREE) (N=449)
13$
]4
0 10 20 30 40 50 60
Increasing
About the same
Decreasing
10-500 emps
500-5000 emps
5000+ emps
0 10 20 30 40 50 60
Time spent re-keying data searching forpaper copies and filing
Storage volume and outsource paper storecosts
Inability to monitor workflow progress
ldquoLostrdquo paperwork or case files
Compliance and audit issues
Poor access to case or process documents forfront-officecall-desk staff
Inability of staff to work from home or on theroad
Delays introduced by post courier ormailroom
Difficulty of re-allocang or re-locangworkloads
None of these
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 7
Winning the Paper W
ars- capture the content and m
obilize the process troops
(Max THREE) (N=418)
B4[13YZE4
94
0 10 20 30 40 50
Physical signatures on paper are obligatory
Too much investment in scanning andcapture needed
Legal admissibility will be compromised
The process workflow will be too inflexiblefor excepons
Prefer to write notes and amendmentsonto paper
Itrsquos a major changejobs may be lost
Captured data will not be accurate leadingto mistakes
Scanned forms may not be easily readable
Documents and forms will be less reliablyaccessible than with paper filing
Canrsquot take work or reference documents home on the train or out on site
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 6 How would you describe the attitudes of the following staff in your organization to
replacing paper in your key processes (N=418)
O]85)L|amplt|E(lt|Q9+E
4E
Capture Maturity9YZ$B13D13$9L|13()|E(|(gt|$9$1313
0 25 50 75 100 125 150
Business improvement consultants
IT operaons
Records ManagementCompliance
OperaonsFaciliesPost-room managers
C-level execuves
Line of business managers
Line of business operaonaladmin staff
Finance operaonal staff
Finance managers
Legal counsel
Strongly Resistant Resistant Neutral In Favor Strongly in Favor
50 25 0 25 50 75
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals H
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 7 How would you describe the level of image capture maturity in your business unit (N=420)
BEB(lt|Y((|Z(amp|(H|
E8135YZBlt4
Figure 8 Which of the following do you use in your business unit (N=397)
We only scan things
occasionally 11
We use scanners for office tasks
but not as a coordinated
input to process or archive 21
We scan documents as
image only primarily for archive 20
We scan documents and
forms and route the flat image through the
process 18
We scan documents and
forms and capture text for
roung or indexing 15
We scan invoices andor
forms and capture data to
the process 13
We outsource all of our scanning and capture 2
0 20 40 60
High volume producon scanners
Invoice scanning for AP process
Staff scan receipts for expense claims
Check (cheque) scanning for AR process
Website accepts customer-scanned docs
Scanner-per-desk for professional staff
Portable scanners for field staff
Signature scanners or touch pads
Mobile apps for scancapture
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 10
Winning the Paper W
ars- capture the content and m
obilize the process troopsDigital Mailroom9F|B(()|(BY$ZampFampF
813(|BBBBDO913DDF(|13
Figure 9 Which of the following best describes how you mostly deal with inbound documents and forms in your business unit (in-house or outsourced) (N=429)
13EB
Figure 10 Which of the following comments would you apply to your digital mailroom implementation (Check all that apply) (N=40 Digital mailroom users)
0 10 20 30 40 50
Scan ldquoat-the-doorrdquo with a digital mailroom
Scan in advance of the process
Scan for archive aer the process
We only do ad hoc scanning
North America
Europe
Rest of World
0 10 20 30 40 50 60 70
Mail traceability and compliance is much beer
Customer service has been considerably improved
Greatly improved the quality of datacapture into downstream processes
Mail is immediately available formobileremotetelework staff
Allowed us to consolidate a number ofseparate scanning operaons
We achieved payback based on labor andspace savings alone
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 11
Winning the Paper W
ars- capture the content and m
obilize the process troops8|
Outsourcing71398Y8Z(9813
Figure 11 What use do you make of outsourced document services and what are your plans 13
8amp)|B4B5ampH|Bamp|()|
YltF|ZBYLL|ZBB4
0 10 20 30 40 50 60 70
Box store
Scan-on-retrieval from store
Back-scanning of paper records
Inbound mail services their premises
Inbound mail services your premises
Scanning to image post-process archiving
Scanning to image pre-process
Scanning and data capture pre-process
Outsourcing elements of the process itself
SaaS services for ECM
Use Less Use Same Use More
30 20 10 0 10 20 30 40
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 12
Winning the Paper W
ars- capture the content and m
obilize the process troops$
you capture-enabled or made paper-free (N=408)
1313(amp13[O5DYLZ|(amplt|9
Figure 13 Have you made any of the following processes capture-enabled or paper-free (N=408 line length indicates NA)
B4Ylt|KZ$D$Y|Z
None 23
1 process 8
2 processes 12
3 processes 9
4-5 processes 16
6-10 processes 14
11-25 processes 7
26-50 processes 4
50+ processes 7
0 10 20 30 40 50 60 70 80 90
Internal HR expenses mesheets on-boarding etc
Finance accounts payable (invoices)
Customer correspondence help desk
Specific line-of-business forms-based external
Contracts procurement shared-services
Other internal processes eg approvals quality etc
Finance accounts receivable (credit control)
Case-based claims invesgaons consultaons
New applicaons mortgages members accounts
Logiscs delivery manifests etc
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Paper Free Not Paper-Free
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 13
Winning the Paper W
ars- capture the content and m
obilize the process troopsamp131313
or ROI of the project (N=408)
944
ImplementationDEQ413[
Figure 15 How are these capture processes mainly being implemented and interfaced (N=276 multiple choice)
0 20 40 60 80 100
Finance accounts payable (invoices)
Finance accounts receivable (credit control)
Contracts procurement shared-services
Customer correspondence help desk
New applicaons mortgages members accounts
Specific line-of-business forms-based external
Other internal processes eg approvals quality etc
Case-based claims invesgaons consultaons
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Internal HR expenses mesheets on-boarding etc
Logiscs delivery manifests etc
Excellent Good Average Poor
0 10 20 30 40
Standard feature of specific processapplicaon (eg finance system HR etc)
As part of an integrated ECM suite
Developedassembled in-house largely asone-off
Mulple capture applicaons interfacedseparately to each applicaon
Standard capture plaorm interfacedseparately to each applicaon
Standard capture plaorm integrated toseparate workflowBPM system
Standard capture plaorm with built-inworkflowBPM
OutsourcedSaaS
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals lt
Winning the Paper W
ars- capture the content and m
obilize the process troops13
increasing or decreasing (N=449)
BBBYF|Z
Drivers and Issues13BY13Z13O
Figure 4 What would you say are the biggest issues caused by paper-based processes in your organization (Max THREE) (N=449)
13$
]4
0 10 20 30 40 50 60
Increasing
About the same
Decreasing
10-500 emps
500-5000 emps
5000+ emps
0 10 20 30 40 50 60
Time spent re-keying data searching forpaper copies and filing
Storage volume and outsource paper storecosts
Inability to monitor workflow progress
ldquoLostrdquo paperwork or case files
Compliance and audit issues
Poor access to case or process documents forfront-officecall-desk staff
Inability of staff to work from home or on theroad
Delays introduced by post courier ormailroom
Difficulty of re-allocang or re-locangworkloads
None of these
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 7
Winning the Paper W
ars- capture the content and m
obilize the process troops
(Max THREE) (N=418)
B4[13YZE4
94
0 10 20 30 40 50
Physical signatures on paper are obligatory
Too much investment in scanning andcapture needed
Legal admissibility will be compromised
The process workflow will be too inflexiblefor excepons
Prefer to write notes and amendmentsonto paper
Itrsquos a major changejobs may be lost
Captured data will not be accurate leadingto mistakes
Scanned forms may not be easily readable
Documents and forms will be less reliablyaccessible than with paper filing
Canrsquot take work or reference documents home on the train or out on site
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 6 How would you describe the attitudes of the following staff in your organization to
replacing paper in your key processes (N=418)
O]85)L|amplt|E(lt|Q9+E
4E
Capture Maturity9YZ$B13D13$9L|13()|E(|(gt|$9$1313
0 25 50 75 100 125 150
Business improvement consultants
IT operaons
Records ManagementCompliance
OperaonsFaciliesPost-room managers
C-level execuves
Line of business managers
Line of business operaonaladmin staff
Finance operaonal staff
Finance managers
Legal counsel
Strongly Resistant Resistant Neutral In Favor Strongly in Favor
50 25 0 25 50 75
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals H
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 7 How would you describe the level of image capture maturity in your business unit (N=420)
BEB(lt|Y((|Z(amp|(H|
E8135YZBlt4
Figure 8 Which of the following do you use in your business unit (N=397)
We only scan things
occasionally 11
We use scanners for office tasks
but not as a coordinated
input to process or archive 21
We scan documents as
image only primarily for archive 20
We scan documents and
forms and route the flat image through the
process 18
We scan documents and
forms and capture text for
roung or indexing 15
We scan invoices andor
forms and capture data to
the process 13
We outsource all of our scanning and capture 2
0 20 40 60
High volume producon scanners
Invoice scanning for AP process
Staff scan receipts for expense claims
Check (cheque) scanning for AR process
Website accepts customer-scanned docs
Scanner-per-desk for professional staff
Portable scanners for field staff
Signature scanners or touch pads
Mobile apps for scancapture
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 10
Winning the Paper W
ars- capture the content and m
obilize the process troopsDigital Mailroom9F|B(()|(BY$ZampFampF
813(|BBBBDO913DDF(|13
Figure 9 Which of the following best describes how you mostly deal with inbound documents and forms in your business unit (in-house or outsourced) (N=429)
13EB
Figure 10 Which of the following comments would you apply to your digital mailroom implementation (Check all that apply) (N=40 Digital mailroom users)
0 10 20 30 40 50
Scan ldquoat-the-doorrdquo with a digital mailroom
Scan in advance of the process
Scan for archive aer the process
We only do ad hoc scanning
North America
Europe
Rest of World
0 10 20 30 40 50 60 70
Mail traceability and compliance is much beer
Customer service has been considerably improved
Greatly improved the quality of datacapture into downstream processes
Mail is immediately available formobileremotetelework staff
Allowed us to consolidate a number ofseparate scanning operaons
We achieved payback based on labor andspace savings alone
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 11
Winning the Paper W
ars- capture the content and m
obilize the process troops8|
Outsourcing71398Y8Z(9813
Figure 11 What use do you make of outsourced document services and what are your plans 13
8amp)|B4B5ampH|Bamp|()|
YltF|ZBYLL|ZBB4
0 10 20 30 40 50 60 70
Box store
Scan-on-retrieval from store
Back-scanning of paper records
Inbound mail services their premises
Inbound mail services your premises
Scanning to image post-process archiving
Scanning to image pre-process
Scanning and data capture pre-process
Outsourcing elements of the process itself
SaaS services for ECM
Use Less Use Same Use More
30 20 10 0 10 20 30 40
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 12
Winning the Paper W
ars- capture the content and m
obilize the process troops$
you capture-enabled or made paper-free (N=408)
1313(amp13[O5DYLZ|(amplt|9
Figure 13 Have you made any of the following processes capture-enabled or paper-free (N=408 line length indicates NA)
B4Ylt|KZ$D$Y|Z
None 23
1 process 8
2 processes 12
3 processes 9
4-5 processes 16
6-10 processes 14
11-25 processes 7
26-50 processes 4
50+ processes 7
0 10 20 30 40 50 60 70 80 90
Internal HR expenses mesheets on-boarding etc
Finance accounts payable (invoices)
Customer correspondence help desk
Specific line-of-business forms-based external
Contracts procurement shared-services
Other internal processes eg approvals quality etc
Finance accounts receivable (credit control)
Case-based claims invesgaons consultaons
New applicaons mortgages members accounts
Logiscs delivery manifests etc
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Paper Free Not Paper-Free
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 13
Winning the Paper W
ars- capture the content and m
obilize the process troopsamp131313
or ROI of the project (N=408)
944
ImplementationDEQ413[
Figure 15 How are these capture processes mainly being implemented and interfaced (N=276 multiple choice)
0 20 40 60 80 100
Finance accounts payable (invoices)
Finance accounts receivable (credit control)
Contracts procurement shared-services
Customer correspondence help desk
New applicaons mortgages members accounts
Specific line-of-business forms-based external
Other internal processes eg approvals quality etc
Case-based claims invesgaons consultaons
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Internal HR expenses mesheets on-boarding etc
Logiscs delivery manifests etc
Excellent Good Average Poor
0 10 20 30 40
Standard feature of specific processapplicaon (eg finance system HR etc)
As part of an integrated ECM suite
Developedassembled in-house largely asone-off
Mulple capture applicaons interfacedseparately to each applicaon
Standard capture plaorm interfacedseparately to each applicaon
Standard capture plaorm integrated toseparate workflowBPM system
Standard capture plaorm with built-inworkflowBPM
OutsourcedSaaS
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 7
Winning the Paper W
ars- capture the content and m
obilize the process troops
(Max THREE) (N=418)
B4[13YZE4
94
0 10 20 30 40 50
Physical signatures on paper are obligatory
Too much investment in scanning andcapture needed
Legal admissibility will be compromised
The process workflow will be too inflexiblefor excepons
Prefer to write notes and amendmentsonto paper
Itrsquos a major changejobs may be lost
Captured data will not be accurate leadingto mistakes
Scanned forms may not be easily readable
Documents and forms will be less reliablyaccessible than with paper filing
Canrsquot take work or reference documents home on the train or out on site
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 6 How would you describe the attitudes of the following staff in your organization to
replacing paper in your key processes (N=418)
O]85)L|amplt|E(lt|Q9+E
4E
Capture Maturity9YZ$B13D13$9L|13()|E(|(gt|$9$1313
0 25 50 75 100 125 150
Business improvement consultants
IT operaons
Records ManagementCompliance
OperaonsFaciliesPost-room managers
C-level execuves
Line of business managers
Line of business operaonaladmin staff
Finance operaonal staff
Finance managers
Legal counsel
Strongly Resistant Resistant Neutral In Favor Strongly in Favor
50 25 0 25 50 75
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals H
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 7 How would you describe the level of image capture maturity in your business unit (N=420)
BEB(lt|Y((|Z(amp|(H|
E8135YZBlt4
Figure 8 Which of the following do you use in your business unit (N=397)
We only scan things
occasionally 11
We use scanners for office tasks
but not as a coordinated
input to process or archive 21
We scan documents as
image only primarily for archive 20
We scan documents and
forms and route the flat image through the
process 18
We scan documents and
forms and capture text for
roung or indexing 15
We scan invoices andor
forms and capture data to
the process 13
We outsource all of our scanning and capture 2
0 20 40 60
High volume producon scanners
Invoice scanning for AP process
Staff scan receipts for expense claims
Check (cheque) scanning for AR process
Website accepts customer-scanned docs
Scanner-per-desk for professional staff
Portable scanners for field staff
Signature scanners or touch pads
Mobile apps for scancapture
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 10
Winning the Paper W
ars- capture the content and m
obilize the process troopsDigital Mailroom9F|B(()|(BY$ZampFampF
813(|BBBBDO913DDF(|13
Figure 9 Which of the following best describes how you mostly deal with inbound documents and forms in your business unit (in-house or outsourced) (N=429)
13EB
Figure 10 Which of the following comments would you apply to your digital mailroom implementation (Check all that apply) (N=40 Digital mailroom users)
0 10 20 30 40 50
Scan ldquoat-the-doorrdquo with a digital mailroom
Scan in advance of the process
Scan for archive aer the process
We only do ad hoc scanning
North America
Europe
Rest of World
0 10 20 30 40 50 60 70
Mail traceability and compliance is much beer
Customer service has been considerably improved
Greatly improved the quality of datacapture into downstream processes
Mail is immediately available formobileremotetelework staff
Allowed us to consolidate a number ofseparate scanning operaons
We achieved payback based on labor andspace savings alone
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 11
Winning the Paper W
ars- capture the content and m
obilize the process troops8|
Outsourcing71398Y8Z(9813
Figure 11 What use do you make of outsourced document services and what are your plans 13
8amp)|B4B5ampH|Bamp|()|
YltF|ZBYLL|ZBB4
0 10 20 30 40 50 60 70
Box store
Scan-on-retrieval from store
Back-scanning of paper records
Inbound mail services their premises
Inbound mail services your premises
Scanning to image post-process archiving
Scanning to image pre-process
Scanning and data capture pre-process
Outsourcing elements of the process itself
SaaS services for ECM
Use Less Use Same Use More
30 20 10 0 10 20 30 40
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 12
Winning the Paper W
ars- capture the content and m
obilize the process troops$
you capture-enabled or made paper-free (N=408)
1313(amp13[O5DYLZ|(amplt|9
Figure 13 Have you made any of the following processes capture-enabled or paper-free (N=408 line length indicates NA)
B4Ylt|KZ$D$Y|Z
None 23
1 process 8
2 processes 12
3 processes 9
4-5 processes 16
6-10 processes 14
11-25 processes 7
26-50 processes 4
50+ processes 7
0 10 20 30 40 50 60 70 80 90
Internal HR expenses mesheets on-boarding etc
Finance accounts payable (invoices)
Customer correspondence help desk
Specific line-of-business forms-based external
Contracts procurement shared-services
Other internal processes eg approvals quality etc
Finance accounts receivable (credit control)
Case-based claims invesgaons consultaons
New applicaons mortgages members accounts
Logiscs delivery manifests etc
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Paper Free Not Paper-Free
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 13
Winning the Paper W
ars- capture the content and m
obilize the process troopsamp131313
or ROI of the project (N=408)
944
ImplementationDEQ413[
Figure 15 How are these capture processes mainly being implemented and interfaced (N=276 multiple choice)
0 20 40 60 80 100
Finance accounts payable (invoices)
Finance accounts receivable (credit control)
Contracts procurement shared-services
Customer correspondence help desk
New applicaons mortgages members accounts
Specific line-of-business forms-based external
Other internal processes eg approvals quality etc
Case-based claims invesgaons consultaons
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Internal HR expenses mesheets on-boarding etc
Logiscs delivery manifests etc
Excellent Good Average Poor
0 10 20 30 40
Standard feature of specific processapplicaon (eg finance system HR etc)
As part of an integrated ECM suite
Developedassembled in-house largely asone-off
Mulple capture applicaons interfacedseparately to each applicaon
Standard capture plaorm interfacedseparately to each applicaon
Standard capture plaorm integrated toseparate workflowBPM system
Standard capture plaorm with built-inworkflowBPM
OutsourcedSaaS
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 6 How would you describe the attitudes of the following staff in your organization to
replacing paper in your key processes (N=418)
O]85)L|amplt|E(lt|Q9+E
4E
Capture Maturity9YZ$B13D13$9L|13()|E(|(gt|$9$1313
0 25 50 75 100 125 150
Business improvement consultants
IT operaons
Records ManagementCompliance
OperaonsFaciliesPost-room managers
C-level execuves
Line of business managers
Line of business operaonaladmin staff
Finance operaonal staff
Finance managers
Legal counsel
Strongly Resistant Resistant Neutral In Favor Strongly in Favor
50 25 0 25 50 75
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals H
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 7 How would you describe the level of image capture maturity in your business unit (N=420)
BEB(lt|Y((|Z(amp|(H|
E8135YZBlt4
Figure 8 Which of the following do you use in your business unit (N=397)
We only scan things
occasionally 11
We use scanners for office tasks
but not as a coordinated
input to process or archive 21
We scan documents as
image only primarily for archive 20
We scan documents and
forms and route the flat image through the
process 18
We scan documents and
forms and capture text for
roung or indexing 15
We scan invoices andor
forms and capture data to
the process 13
We outsource all of our scanning and capture 2
0 20 40 60
High volume producon scanners
Invoice scanning for AP process
Staff scan receipts for expense claims
Check (cheque) scanning for AR process
Website accepts customer-scanned docs
Scanner-per-desk for professional staff
Portable scanners for field staff
Signature scanners or touch pads
Mobile apps for scancapture
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 10
Winning the Paper W
ars- capture the content and m
obilize the process troopsDigital Mailroom9F|B(()|(BY$ZampFampF
813(|BBBBDO913DDF(|13
Figure 9 Which of the following best describes how you mostly deal with inbound documents and forms in your business unit (in-house or outsourced) (N=429)
13EB
Figure 10 Which of the following comments would you apply to your digital mailroom implementation (Check all that apply) (N=40 Digital mailroom users)
0 10 20 30 40 50
Scan ldquoat-the-doorrdquo with a digital mailroom
Scan in advance of the process
Scan for archive aer the process
We only do ad hoc scanning
North America
Europe
Rest of World
0 10 20 30 40 50 60 70
Mail traceability and compliance is much beer
Customer service has been considerably improved
Greatly improved the quality of datacapture into downstream processes
Mail is immediately available formobileremotetelework staff
Allowed us to consolidate a number ofseparate scanning operaons
We achieved payback based on labor andspace savings alone
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 11
Winning the Paper W
ars- capture the content and m
obilize the process troops8|
Outsourcing71398Y8Z(9813
Figure 11 What use do you make of outsourced document services and what are your plans 13
8amp)|B4B5ampH|Bamp|()|
YltF|ZBYLL|ZBB4
0 10 20 30 40 50 60 70
Box store
Scan-on-retrieval from store
Back-scanning of paper records
Inbound mail services their premises
Inbound mail services your premises
Scanning to image post-process archiving
Scanning to image pre-process
Scanning and data capture pre-process
Outsourcing elements of the process itself
SaaS services for ECM
Use Less Use Same Use More
30 20 10 0 10 20 30 40
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 12
Winning the Paper W
ars- capture the content and m
obilize the process troops$
you capture-enabled or made paper-free (N=408)
1313(amp13[O5DYLZ|(amplt|9
Figure 13 Have you made any of the following processes capture-enabled or paper-free (N=408 line length indicates NA)
B4Ylt|KZ$D$Y|Z
None 23
1 process 8
2 processes 12
3 processes 9
4-5 processes 16
6-10 processes 14
11-25 processes 7
26-50 processes 4
50+ processes 7
0 10 20 30 40 50 60 70 80 90
Internal HR expenses mesheets on-boarding etc
Finance accounts payable (invoices)
Customer correspondence help desk
Specific line-of-business forms-based external
Contracts procurement shared-services
Other internal processes eg approvals quality etc
Finance accounts receivable (credit control)
Case-based claims invesgaons consultaons
New applicaons mortgages members accounts
Logiscs delivery manifests etc
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Paper Free Not Paper-Free
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 13
Winning the Paper W
ars- capture the content and m
obilize the process troopsamp131313
or ROI of the project (N=408)
944
ImplementationDEQ413[
Figure 15 How are these capture processes mainly being implemented and interfaced (N=276 multiple choice)
0 20 40 60 80 100
Finance accounts payable (invoices)
Finance accounts receivable (credit control)
Contracts procurement shared-services
Customer correspondence help desk
New applicaons mortgages members accounts
Specific line-of-business forms-based external
Other internal processes eg approvals quality etc
Case-based claims invesgaons consultaons
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Internal HR expenses mesheets on-boarding etc
Logiscs delivery manifests etc
Excellent Good Average Poor
0 10 20 30 40
Standard feature of specific processapplicaon (eg finance system HR etc)
As part of an integrated ECM suite
Developedassembled in-house largely asone-off
Mulple capture applicaons interfacedseparately to each applicaon
Standard capture plaorm interfacedseparately to each applicaon
Standard capture plaorm integrated toseparate workflowBPM system
Standard capture plaorm with built-inworkflowBPM
OutsourcedSaaS
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals H
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 7 How would you describe the level of image capture maturity in your business unit (N=420)
BEB(lt|Y((|Z(amp|(H|
E8135YZBlt4
Figure 8 Which of the following do you use in your business unit (N=397)
We only scan things
occasionally 11
We use scanners for office tasks
but not as a coordinated
input to process or archive 21
We scan documents as
image only primarily for archive 20
We scan documents and
forms and route the flat image through the
process 18
We scan documents and
forms and capture text for
roung or indexing 15
We scan invoices andor
forms and capture data to
the process 13
We outsource all of our scanning and capture 2
0 20 40 60
High volume producon scanners
Invoice scanning for AP process
Staff scan receipts for expense claims
Check (cheque) scanning for AR process
Website accepts customer-scanned docs
Scanner-per-desk for professional staff
Portable scanners for field staff
Signature scanners or touch pads
Mobile apps for scancapture
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 10
Winning the Paper W
ars- capture the content and m
obilize the process troopsDigital Mailroom9F|B(()|(BY$ZampFampF
813(|BBBBDO913DDF(|13
Figure 9 Which of the following best describes how you mostly deal with inbound documents and forms in your business unit (in-house or outsourced) (N=429)
13EB
Figure 10 Which of the following comments would you apply to your digital mailroom implementation (Check all that apply) (N=40 Digital mailroom users)
0 10 20 30 40 50
Scan ldquoat-the-doorrdquo with a digital mailroom
Scan in advance of the process
Scan for archive aer the process
We only do ad hoc scanning
North America
Europe
Rest of World
0 10 20 30 40 50 60 70
Mail traceability and compliance is much beer
Customer service has been considerably improved
Greatly improved the quality of datacapture into downstream processes
Mail is immediately available formobileremotetelework staff
Allowed us to consolidate a number ofseparate scanning operaons
We achieved payback based on labor andspace savings alone
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 11
Winning the Paper W
ars- capture the content and m
obilize the process troops8|
Outsourcing71398Y8Z(9813
Figure 11 What use do you make of outsourced document services and what are your plans 13
8amp)|B4B5ampH|Bamp|()|
YltF|ZBYLL|ZBB4
0 10 20 30 40 50 60 70
Box store
Scan-on-retrieval from store
Back-scanning of paper records
Inbound mail services their premises
Inbound mail services your premises
Scanning to image post-process archiving
Scanning to image pre-process
Scanning and data capture pre-process
Outsourcing elements of the process itself
SaaS services for ECM
Use Less Use Same Use More
30 20 10 0 10 20 30 40
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 12
Winning the Paper W
ars- capture the content and m
obilize the process troops$
you capture-enabled or made paper-free (N=408)
1313(amp13[O5DYLZ|(amplt|9
Figure 13 Have you made any of the following processes capture-enabled or paper-free (N=408 line length indicates NA)
B4Ylt|KZ$D$Y|Z
None 23
1 process 8
2 processes 12
3 processes 9
4-5 processes 16
6-10 processes 14
11-25 processes 7
26-50 processes 4
50+ processes 7
0 10 20 30 40 50 60 70 80 90
Internal HR expenses mesheets on-boarding etc
Finance accounts payable (invoices)
Customer correspondence help desk
Specific line-of-business forms-based external
Contracts procurement shared-services
Other internal processes eg approvals quality etc
Finance accounts receivable (credit control)
Case-based claims invesgaons consultaons
New applicaons mortgages members accounts
Logiscs delivery manifests etc
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Paper Free Not Paper-Free
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 13
Winning the Paper W
ars- capture the content and m
obilize the process troopsamp131313
or ROI of the project (N=408)
944
ImplementationDEQ413[
Figure 15 How are these capture processes mainly being implemented and interfaced (N=276 multiple choice)
0 20 40 60 80 100
Finance accounts payable (invoices)
Finance accounts receivable (credit control)
Contracts procurement shared-services
Customer correspondence help desk
New applicaons mortgages members accounts
Specific line-of-business forms-based external
Other internal processes eg approvals quality etc
Case-based claims invesgaons consultaons
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Internal HR expenses mesheets on-boarding etc
Logiscs delivery manifests etc
Excellent Good Average Poor
0 10 20 30 40
Standard feature of specific processapplicaon (eg finance system HR etc)
As part of an integrated ECM suite
Developedassembled in-house largely asone-off
Mulple capture applicaons interfacedseparately to each applicaon
Standard capture plaorm interfacedseparately to each applicaon
Standard capture plaorm integrated toseparate workflowBPM system
Standard capture plaorm with built-inworkflowBPM
OutsourcedSaaS
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 10
Winning the Paper W
ars- capture the content and m
obilize the process troopsDigital Mailroom9F|B(()|(BY$ZampFampF
813(|BBBBDO913DDF(|13
Figure 9 Which of the following best describes how you mostly deal with inbound documents and forms in your business unit (in-house or outsourced) (N=429)
13EB
Figure 10 Which of the following comments would you apply to your digital mailroom implementation (Check all that apply) (N=40 Digital mailroom users)
0 10 20 30 40 50
Scan ldquoat-the-doorrdquo with a digital mailroom
Scan in advance of the process
Scan for archive aer the process
We only do ad hoc scanning
North America
Europe
Rest of World
0 10 20 30 40 50 60 70
Mail traceability and compliance is much beer
Customer service has been considerably improved
Greatly improved the quality of datacapture into downstream processes
Mail is immediately available formobileremotetelework staff
Allowed us to consolidate a number ofseparate scanning operaons
We achieved payback based on labor andspace savings alone
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 11
Winning the Paper W
ars- capture the content and m
obilize the process troops8|
Outsourcing71398Y8Z(9813
Figure 11 What use do you make of outsourced document services and what are your plans 13
8amp)|B4B5ampH|Bamp|()|
YltF|ZBYLL|ZBB4
0 10 20 30 40 50 60 70
Box store
Scan-on-retrieval from store
Back-scanning of paper records
Inbound mail services their premises
Inbound mail services your premises
Scanning to image post-process archiving
Scanning to image pre-process
Scanning and data capture pre-process
Outsourcing elements of the process itself
SaaS services for ECM
Use Less Use Same Use More
30 20 10 0 10 20 30 40
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 12
Winning the Paper W
ars- capture the content and m
obilize the process troops$
you capture-enabled or made paper-free (N=408)
1313(amp13[O5DYLZ|(amplt|9
Figure 13 Have you made any of the following processes capture-enabled or paper-free (N=408 line length indicates NA)
B4Ylt|KZ$D$Y|Z
None 23
1 process 8
2 processes 12
3 processes 9
4-5 processes 16
6-10 processes 14
11-25 processes 7
26-50 processes 4
50+ processes 7
0 10 20 30 40 50 60 70 80 90
Internal HR expenses mesheets on-boarding etc
Finance accounts payable (invoices)
Customer correspondence help desk
Specific line-of-business forms-based external
Contracts procurement shared-services
Other internal processes eg approvals quality etc
Finance accounts receivable (credit control)
Case-based claims invesgaons consultaons
New applicaons mortgages members accounts
Logiscs delivery manifests etc
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Paper Free Not Paper-Free
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 13
Winning the Paper W
ars- capture the content and m
obilize the process troopsamp131313
or ROI of the project (N=408)
944
ImplementationDEQ413[
Figure 15 How are these capture processes mainly being implemented and interfaced (N=276 multiple choice)
0 20 40 60 80 100
Finance accounts payable (invoices)
Finance accounts receivable (credit control)
Contracts procurement shared-services
Customer correspondence help desk
New applicaons mortgages members accounts
Specific line-of-business forms-based external
Other internal processes eg approvals quality etc
Case-based claims invesgaons consultaons
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Internal HR expenses mesheets on-boarding etc
Logiscs delivery manifests etc
Excellent Good Average Poor
0 10 20 30 40
Standard feature of specific processapplicaon (eg finance system HR etc)
As part of an integrated ECM suite
Developedassembled in-house largely asone-off
Mulple capture applicaons interfacedseparately to each applicaon
Standard capture plaorm interfacedseparately to each applicaon
Standard capture plaorm integrated toseparate workflowBPM system
Standard capture plaorm with built-inworkflowBPM
OutsourcedSaaS
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 11
Winning the Paper W
ars- capture the content and m
obilize the process troops8|
Outsourcing71398Y8Z(9813
Figure 11 What use do you make of outsourced document services and what are your plans 13
8amp)|B4B5ampH|Bamp|()|
YltF|ZBYLL|ZBB4
0 10 20 30 40 50 60 70
Box store
Scan-on-retrieval from store
Back-scanning of paper records
Inbound mail services their premises
Inbound mail services your premises
Scanning to image post-process archiving
Scanning to image pre-process
Scanning and data capture pre-process
Outsourcing elements of the process itself
SaaS services for ECM
Use Less Use Same Use More
30 20 10 0 10 20 30 40
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 12
Winning the Paper W
ars- capture the content and m
obilize the process troops$
you capture-enabled or made paper-free (N=408)
1313(amp13[O5DYLZ|(amplt|9
Figure 13 Have you made any of the following processes capture-enabled or paper-free (N=408 line length indicates NA)
B4Ylt|KZ$D$Y|Z
None 23
1 process 8
2 processes 12
3 processes 9
4-5 processes 16
6-10 processes 14
11-25 processes 7
26-50 processes 4
50+ processes 7
0 10 20 30 40 50 60 70 80 90
Internal HR expenses mesheets on-boarding etc
Finance accounts payable (invoices)
Customer correspondence help desk
Specific line-of-business forms-based external
Contracts procurement shared-services
Other internal processes eg approvals quality etc
Finance accounts receivable (credit control)
Case-based claims invesgaons consultaons
New applicaons mortgages members accounts
Logiscs delivery manifests etc
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Paper Free Not Paper-Free
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 13
Winning the Paper W
ars- capture the content and m
obilize the process troopsamp131313
or ROI of the project (N=408)
944
ImplementationDEQ413[
Figure 15 How are these capture processes mainly being implemented and interfaced (N=276 multiple choice)
0 20 40 60 80 100
Finance accounts payable (invoices)
Finance accounts receivable (credit control)
Contracts procurement shared-services
Customer correspondence help desk
New applicaons mortgages members accounts
Specific line-of-business forms-based external
Other internal processes eg approvals quality etc
Case-based claims invesgaons consultaons
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Internal HR expenses mesheets on-boarding etc
Logiscs delivery manifests etc
Excellent Good Average Poor
0 10 20 30 40
Standard feature of specific processapplicaon (eg finance system HR etc)
As part of an integrated ECM suite
Developedassembled in-house largely asone-off
Mulple capture applicaons interfacedseparately to each applicaon
Standard capture plaorm interfacedseparately to each applicaon
Standard capture plaorm integrated toseparate workflowBPM system
Standard capture plaorm with built-inworkflowBPM
OutsourcedSaaS
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 12
Winning the Paper W
ars- capture the content and m
obilize the process troops$
you capture-enabled or made paper-free (N=408)
1313(amp13[O5DYLZ|(amplt|9
Figure 13 Have you made any of the following processes capture-enabled or paper-free (N=408 line length indicates NA)
B4Ylt|KZ$D$Y|Z
None 23
1 process 8
2 processes 12
3 processes 9
4-5 processes 16
6-10 processes 14
11-25 processes 7
26-50 processes 4
50+ processes 7
0 10 20 30 40 50 60 70 80 90
Internal HR expenses mesheets on-boarding etc
Finance accounts payable (invoices)
Customer correspondence help desk
Specific line-of-business forms-based external
Contracts procurement shared-services
Other internal processes eg approvals quality etc
Finance accounts receivable (credit control)
Case-based claims invesgaons consultaons
New applicaons mortgages members accounts
Logiscs delivery manifests etc
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Paper Free Not Paper-Free
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 13
Winning the Paper W
ars- capture the content and m
obilize the process troopsamp131313
or ROI of the project (N=408)
944
ImplementationDEQ413[
Figure 15 How are these capture processes mainly being implemented and interfaced (N=276 multiple choice)
0 20 40 60 80 100
Finance accounts payable (invoices)
Finance accounts receivable (credit control)
Contracts procurement shared-services
Customer correspondence help desk
New applicaons mortgages members accounts
Specific line-of-business forms-based external
Other internal processes eg approvals quality etc
Case-based claims invesgaons consultaons
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Internal HR expenses mesheets on-boarding etc
Logiscs delivery manifests etc
Excellent Good Average Poor
0 10 20 30 40
Standard feature of specific processapplicaon (eg finance system HR etc)
As part of an integrated ECM suite
Developedassembled in-house largely asone-off
Mulple capture applicaons interfacedseparately to each applicaon
Standard capture plaorm interfacedseparately to each applicaon
Standard capture plaorm integrated toseparate workflowBPM system
Standard capture plaorm with built-inworkflowBPM
OutsourcedSaaS
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 13
Winning the Paper W
ars- capture the content and m
obilize the process troopsamp131313
or ROI of the project (N=408)
944
ImplementationDEQ413[
Figure 15 How are these capture processes mainly being implemented and interfaced (N=276 multiple choice)
0 20 40 60 80 100
Finance accounts payable (invoices)
Finance accounts receivable (credit control)
Contracts procurement shared-services
Customer correspondence help desk
New applicaons mortgages members accounts
Specific line-of-business forms-based external
Other internal processes eg approvals quality etc
Case-based claims invesgaons consultaons
Plant records inspecons engineering change
Cizen benefits permits tax census etc
Internal HR expenses mesheets on-boarding etc
Logiscs delivery manifests etc
Excellent Good Average Poor
0 10 20 30 40
Standard feature of specific processapplicaon (eg finance system HR etc)
As part of an integrated ECM suite
Developedassembled in-house largely asone-off
Mulple capture applicaons interfacedseparately to each applicaon
Standard capture plaorm interfacedseparately to each applicaon
Standard capture plaorm integrated toseparate workflowBPM system
Standard capture plaorm with built-inworkflowBPM
OutsourcedSaaS
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 14
Winning the Paper W
ars- capture the content and m
obilize the process troops[4YZ813()|
(F9
+1313 the process (N=276)
YZampL||H|
lt=13what proportion of items are going straight through (N=180 excl 96 Donrsquot Know)
0 10 20 30 40 50
Fed to the capture system andprocessed together
Processed separately
d out and fed into the capture system
Printed out and dealt with by hand
We only have electronic forms
We only have paper forms
None 19
5 of items 18
10 of items 17
15 of items 7
20 of items 12
33 of items 8
50 of items 7
75 of items 6
90 or more 6
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (
Winning the Paper W
ars- capture the content and m
obilize the process troops134
Project Issues6]E
9D6DE13DE
813[13
gt13A (Max THREE) (N=276)
13713YZ13YZ
0 20 40 60
Re-orienng staffchangemanagement
Integraon with other systems
Defining the processes clearly
Convincing management ndash making the business case
Dealing with exceponsworkflowflexibility
Convincing legalcompliancefinancethat paper-free is OK
Time taken to get up and running
Measuring the overall improvements
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (lt
Winning the Paper W
ars- capture the content and m
obilize the process troopsDAGJK+LNNP(N=276)
9B(gt(amp
Q$1313131313process projects (N=180 excl 96 Donrsquot know)
13(amp(gt
8E9BEB[
0 20 40 60
Beer records for audit trail or compliance
Faster customer response
Beer monitoring of status and workloads
Reduced staff resource
Fewer errors
Visibilityaccess for non-process staff
Beer management of excepons
Improved ability to outsource or load-share
3 months 7
6 months 14
12 months 29
18 months 15
2 years 19
3 years 4
More than 3 years 11
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 17
Winning the Paper W
ars- capture the content and m
obilize the process troopsFigure 21 Are forms and documents currently captured in any of the following places for use in
your key business processes 13
ampB]amp|B913
Devices and Security(|ampamp|Q(lt|
UUVU13131313U
(N=229 further 117 None of thesenot applicable)
(F|13
0 20 40 60 80 100
General employees at home or travelling
Field staff at home
Field staff on roadmobile
Premises of agents reps or suppliers
Customerscizens on your premises
Customerscizens at home
Customerscizens on mobile
Now Planned 12-18 Months No
0 5 10 15 20 25
ldquoAt homerdquo scanners
Self-service scan-staons in retailbranchesshopsstores
Smartphones and tablets ndash ad hoc no app
Smartphones ndash with app
Tablets ndash with app
None of these - but we would like to
None of these - we are wary ofsecurity
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (gt
Winning the Paper W
ars- capture the content and m
obilize the process troopsBFL|+(gt|77]O13gt|
Figure 23 Which of the following levels of security would be the minimum you would need before embarking on mobile capture (N=280 excl 58 NA)
ampX1313131313functions to your organization (N=362)
0 10 20 30
Ruggedizeddedicatedlocked-downtablet or device
Fully ldquoencapsulatedrdquo on-device app separate from all normal funcons
Encrypon of on-device files
End-to-end validaon and delete-aer-sent (single-chain-of custody)
SSLVPN connecons
Not that concerned
0 20 40 60 80 100
View access to ECMcontent from mobile devices
Eding and uploading documents to cloudhybrid ECM
Edit and upload documents direct to on-prem ECM
Capture of photo images with the device camera
Capture of documents using the device camera to scan
Filling in electronic forms using the device keypad
Interacon with on-premise workflows
Capture of signatures as a photo image
Capture of signatures using stylus
Capture of digital (encrypted) signatures
Using Now Planned 12-18 Months Important for the Future Not Important
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals (H
Winning the Paper W
ars- capture the content and m
obilize the process troops]EDE
9
Q13(|amp|913135YBZ
K1313131313V13VGK
13PY(N=341)
F(ampF(913amp|13Flt
ampHL|)F|13
0 5 10 15 20 25
No improvement
15x faster
2x faster
3x faster
4-5x faster
5-8x faster
10x faster
20x or more faster
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
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Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
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Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
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Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
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YZD
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Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
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Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
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Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
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copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 20
Winning the Paper W
ars- capture the content and m
obilize the process troopsK
1313131313productivity of process staff in your organization (N=341)
9134$OFL|B|(gt|jBB
Figure 27 Thinking of all the potential processes where you could drive out paper using scanning 1313131313
that goal (N=341)
FB|
0 10 20 30 40
No more producve
10 more producve
15 more producve
20 more producve
33 more producve
50 more producve
75 more producve
100 (twice as producve) or more
Havenrsquot even started yet
5 there
10 there
15 there
20 there
33 there
50 there
75 there 90 there
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
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(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
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1313
9[
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Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
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ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
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78kY78kZQQ^^jE
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]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
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13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
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Underwritten in part by
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Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
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7] 13E
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Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
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Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 21
Winning the Paper W
ars- capture the content and m
obilize the process troops
Spending PlansE+QampL7OYZ
Figure 28 How do you think your organizationrsquos spending on the following products and applications in the next 12 months will compare with what was actually spent in the last 12 months
1313$amp$
7(ampE+Q
0 20 40 60 80 100
MFPrsquosDesktop scannersPortable scanners
Table-top producon scannersFloor-standing mailroom scanners
OCRICR applicaonsCapture systemsservers
WorkflowBPMInvoice automaon APAR
Mobile capture appsOther mobile apps
End-to-end mobile plaormsOutsourcing
Spend Less About the same Spend More
40 20 0 20 40 60
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
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Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
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Underwritten in part by
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Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
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]B
7] 13E
88B8E7B
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Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 22
Winning the Paper W
ars- capture the content and m
obilize the process troops
Conclusion and Recommendations13D913
95B13$[~
Recommendations
E
[
BDE
]B
13
D13
B413B
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
ars- capture the content and m
obilize the process troops
Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
9E9
Courses Modules IncludeCapture technology
components and functionality
Q13capture solutions
Scanner options and 13
Qcase
and role of database
8business processes+
AIIM (ZL9association mission is to ensure that information professionals understand the current and future challenges (HF)913B13
copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 23
Winning the Paper W
ars- capture the content and m
obilize the process troops
(78
Survey Backgroundltamp(=ampltamp()lt
Organizational Size7BB]B)(|BB)L|7BB()(|B(DE
GeographyLamp|OY(L|ZD
11-100 emps 12
101-500 emps 19
501-1000 emps 12
1001-5000 emps 25
5001-10000 emps 11
over 10000 emps 20
US 56
Canada 16
UK amp Ireland 8
Other Europe 9
Australia New Zealand 5
Middle East Africa S Africa
4
CentralS America 3 Asia Far East 1
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 24
Winning the Paper W
ars- capture the content and m
obilize the process troopsIndustry Sector]Oamp)|Q(L|99DE
Job Roles))|9Famp|(gt|
Government amp Public Services -LocalState 15
Government amp Public Services -
Naonal 8
FinanceBanking 12
Insurance 5
Energy Oil amp Gas Mining 7Legal and
Professional Services 6
Healthcare 5
Educaon 5
Manufacturing Aerospace Food
Process 5
IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
Consulng Services 3
BureauOutsource 3
Engineering amp Construcon 3
Telecoms Water Ulies 3
Life Science Pharmaceucal 2
Media Entertainment Publishing 1 Other 6
IT staff 14
Head of IT 4
IT Consultant or Project
Manager 15
Records or document
management staff 23
Head of recordsinform
aon management
19
Line-of-business
execuve department
head or process owner 10
Business Consultant 5
President CEO Managing
Director 3 Other 8
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amp
Winning the Paper W
ars- capture the content and m
obilize the process troops
amp7E
8~Y7Z
~j13
1313
9[
B47
$[$D
69
97
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals amplt
Winning the Paper W
ars- capture the content and m
obilize the process troops
ABBYYQQ^^(F13LQQ^^jamp44)QQ^^EQQ^^
B13134
YDDE87Q7Z138Y8ZQQ^^E4
E813139YZQQ^^jEB13Y87ZYDEZ
78kY78kZQQ^^jE
AlfrescoQDLLF1313
]5
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
ars- capture the content and m
obilize the process troops
AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
Why Avokaj9B57
BB134BB
+$-ltgt13gt13
Bottomline Technologies LtdQ9j9 jB9469913
Qj95
Underwritten in part by
13 775business systems to ensure information consistency and minimise costly manual interactions
$ Collect amp integrate data amp documents establish early 13
75organization reducing cost by re-using content
13$$ Manage the communication lifecycle engage with your 13
amp$$ 85brand
ampj(13L(L97D((amp
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
ars- capture the content and m
obilize the process troops
IBMQDEjQDEj135B
()BQDE
95++
ibmlj$Q8B
9DjB13Ej13
j79regE7B99O13BB
979E7797Y8Z13amp7138DE
j79E7j9j9reg family of DE
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
ars- capture the content and m
obilize the process troops
Iron MountainjQj5
kD
Ej13
]B
7] 13E
88B8E7B
774
EE7jB j
99713E
Kofax plckreg Y]7D5kVZ9Bj7Bj13kamp13kBgtBLDD13
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
ars- capture the content and m
obilize the process troops
OPEX CorporationDVB7(HL)DVB
13
DV1313+
Perceptive Software]j7YO^7D5]VkZenterprise search and integration products that connect unstructured printed and digital information across
D
B13
D
13
13
jj
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
ars- capture the content and m
obilize the process troops
Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
D8EDE139DD D5
EDYEDZ13[68(9]Dmortgage closing documents
YZD
Dj
Our solutions from Paper to Mobile are targeted at the integration of Capture with your enterprise systems--so D8+DEEEB]7Y]7ZD[E
E
B
Underwritten in part by
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
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Manufacturing Aerospace Food
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IT amp High Tech mdashnot ECM 4
Non-Profit Charity 4
Retail Transport Real Estate 4
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Life Science Pharmaceucal 2
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Winning the Paper W
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Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
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Capture Training Program
Your next step in winning the paper warsjE9
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Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 27
Winning the Paper W
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AvokaTransaction Experience Management9D connects and integrates the needs and goals on both sides of a transaction mdash B99B
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copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
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OPEX CorporationDVB7(HL)DVB
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copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
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Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
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Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals ampgt
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
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Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
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Industry
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copy2013 AIIM - The Global Community of Information Professionals ampH
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
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Zia Consulting IncEEED Zia understands the importance of content to your success--with a focus on where your content comes from BEEj7B
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Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
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Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
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Courses Modules IncludeCapture technology
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copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 30
Winning the Paper W
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OPEX CorporationDVB7(HL)DVB
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copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
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Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
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Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
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copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 31
Winning the Paper W
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copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
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Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
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copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
Industry
Watch
copy2013 AIIM - The Global Community of Information Professionals 32
Winning the Paper W
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Capture Training Program
Your next step in winning the paper warsjE9
8+1375 5+++9+E13E
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copy 2013AIIM AIIM Europe((7(( 99E]778ampH( (amp6kK()(gtLgtampamp KFFYZ(HLampLlt
