AIIM - The Global Community of Information Professionals

8 MORE Reasons Why World Paper Free Day Matters

Oct 25, 2016 8:45:48 PM by Bob Larrivee

I did a post a while back on 8 Reasons Why World Paper Free Day Matters.  That data was drawn from our 2015 survey.  Well here's 8 more from this year's research report, 2016 Paper Free: Are We There Yet?

Since the 1980s, we have been hearing about paper-free businesses and the drive to move toward a more digital workplace. At the time, the technology and people were not ready for this transformation. Today, the approach to digitally transform businesses has shifted from a technology first perspective to a more business-centric approach, with paper-free processes becoming a focal point and opportunity for many organizations.

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Topics: paper free day, world paper free day, paperless processes, wpfd

The Paper Free Journey - Don't Stop Believin'

Oct 24, 2016 11:10:09 AM by Thomas LaMonte




Worldwide, the promise of the paper-free enterprise has made the rounds for decades. While digital transformation is still on the horizon and drifts nearer, many voices doubt whether paperless ambitions will ever come to shore to create real change in our organizations.

The AIIM Industry Watch Report titled “Paper Free in 2016 - Are we there yet?” tells a different story. While there is still a long road ahead, interest and motivation toward a paper-free business environment is increasing, and AIIM research finds that a quarter of respondents already indicate running a clear desk/paper-free workplace, and 43% say paper is decreasing in their offices somewhat to rapidly.

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Topics: paper free day, business process management, world paper free day, bpm

US Immigration Service and the challenge of going paper-free

Nov 12, 2015 8:30:51 PM by Dan Lucarini

This is a guest post by Dan Lucarini, CMO of ibml and AIIM Board member.  

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Topics: paper free day, ecm, paperless processes

Report from the Field -- #WPFD -- Cool Images -- Part 1

Nov 6, 2015 12:49:38 PM by John Mancini

Some fun Twitter images -- Part 1 -- on World Paper Free Day.  Keep them coming!

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Topics: paper free day, process automation, ecm, world paper free day, paperless processes

AIIM Magical Mystery Tour Stop 3 – A Focus on Change Management and Metrics

Oct 2, 2015 1:47:00 PM by John Mancini

Thinking About Change Management and Metrics

Had a great time at our Paperfree/Process Transformation seminar in Chicago yesterday. 

I especially enjoyed the presentation by Jim Sibenaller, IT Director at Loyola Chicago (and recommended by one of our sponsors, Docfinity) on “Why Are Change Management and Metrics Such Crucial Aspects to Your Overall Deployment Strategy.”

Jim used this infographic to describe Loyola Chicago’s content management journey:

 

On the change management front, Jim talked about the need to understand the ECM Maturity "readiness" of a department before beginning discussion of project options.  Far too often, ECM projects are shoved down the throats of end users by IT.  Successful projects are those that meet the user halfway -- pushing them to change their processes to take advantage of the technology, but not so hard that they lose them along the way.  Here are the six stages of ECM Maturity that Jim sees:

  1. Basic Document Retrieval - Basic image retrieval using queries, simple search.
  2. Basic Document Capture - Scanning documents with local scanner, manual indexing.
  3. Intermediate Capture & Indexing – Indexing images using business system screen scrapes/integration. Retrieving images through a “hot key.”
  4. Intermediate Tools & Features - Bar code recognition. Using Send To/Print To to capture electronic files. Using basic workflows.
  5. Advanced Tools & Features – Using Full Text Search, “Scan First”, Importers, eForms Processing, Mobile.
  6. Advanced Processing – Advanced workflow processes, Records Management, Dashboard.

When it comes to metrics, Jim urged fellow end users to consider both hard and soft metrics, to use information already on hand, to keep it simple, and to focus on 3-5 key metrics. Loyola Chicago's overall results are impressive -- a 76% average process improvement on key metrics, 7800+ hours of annual saved effort (equal to 4.0 FTEs, who have been reassigned to more rewarding tasks), and $47,000 in direct annual cost reductions through consolidating operating costs.

Jim's takeaways:

Customer Readiness and Change:

  • Engage and build trust
  • Go at the user's pace
  • Give them what they can easily consume
  • Define clear objectives

Metrics and Results:

  • Measure "simple"
  • Soft measurements are OK
  • Be constantly willing to adjust

Failure:

  • It's OK to make mistakes
  • Be humble -- learn from them

Communication:

  • Be relentless
  • Communicate often

Here are the end user organizations who attended yesterday – often multiple people from each organization.  Thank you so much for taking the time to be there. 

AGL Resources Company -- Alliance for Audited Media -- Allstate Insurance Company -- American Medical Association -- American Family Insurance -- AON Corp -- Bank of America -- BMO Harris Bank – Brandobility – Brightstat -- Caterpillar, Inc. -- CDK Global -- Chicago Underwriting Group -- Christian Brothers Services -- City of St Charles -- Discover Financial Services -- Ernst & Young -- GE Capital -- Gordon Flesch Company – Grainger -- Horace Mann -- Illinois Housing Development Authority -- Integrys Energy -- KAR Auction -- Locke Lord LLP -- Loyola University Chicago -- LTD Commodities LLC -- McDermott Will & Emery LLP – MMSD – MOEITS -- MTL Insurance Company -- PCTEL, Inc -- Roberts Oxygen Company, Inc -- Sidley Austin Brown & Wood -- State Farm -- Thrivent Financial -- True Value – UBS -- University of Illinois -- UOP LLC/A Honeywell Company -- Urban Partnership Bank – Walgreens -- Waukesha County – William Blair

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Free AIIM Seminar - in your city!

Anaheim -- Houston -- Minneapolis -- New York -- San Francisco -- Washington

See also:

 

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Topics: paper free day, content management, ecm, scanning, capture, paperfree office

Stop 2 on the #AIIM Roadshow tour -- Toronto

Sep 25, 2015 2:03:00 PM by John Mancini

AIIM Roadshow Magical Mystery Paper and Process tour -- Toronto version

147 total attendees, including 100 people from 68 different user organizations, at least half of whom have no existing ECM solution, and are looking for help and advice.  Seems like some business to be done here -- and a market in need of greater education.

We took a few moments for a group shot of some of the AIIM Professional Members in the crowd, using the now popular "AIIM Boxes" t--shirt.  An impressive group.

Many thanks also to the local First Canadian chapter Board.  An awesome group of volunteer leaders, committed to help bridge the gap between theory and practice in the content management space.  Their LinkedIn page is HERE; get involved with these guys -- you'll have fun and learn a lot about content management.

Full set of pics from the day are here for those who have ever wondered what exactly goes on at an AIIM roadshow -- https://www.flickr.com/photos/aiim/sets/72157659020147486/.

Some of the my favorite slides from the presentations...

Here's one from 4Point (talking about extended Adobe solutions).  The core of the presentation focused on thinking through extending systems of record into systems of engagement, with particular emphasis on the critical role played by forms. They gave away the first drone at an AIIM event; I have to admit I was tempted to put my own card in the bowl under an alias. I liked this slide because it was a nice graphic of one of our own AIIM Industry Watch reports -- on mobile and the cloud.

ASG -- aka Mobius -- discussed the challenging question of bridging back end data systems (often in ERP systems) with front end customer and employee facing systems.  One good exampleof this challenge is the work they've done with the Duke University Health System.

Pam Doyle from Fujitsu -- the education sponsor for the series -- discussed the need to move beyond definitions of "information governance" that are solely extensions of records management. I like this broader definition of information governance.

TAB Records Management featured a powerpoint-less presentation, and urged attendees to be much more aggressive and proscriptive in eliminating paper from their business processes.

Lexmark (aka Kofax -- can't quite get used to the green font yet!) described the First Mile of customer engagement and the need to link this first mile to back end systems of record.  I especially liked their review of the current state of the mortgage application process, a process in need of radical definition if there ever was one.

Lastly, Andrea Chiappe from Systemware about about "ECM-Individualized," a concept I rather like. They also gave away TWO Apple iWatches, which was quite cool.  Here's some good advice from Andrea for when you are contemplating the cloud.

 

Many thanks to ALL the attendees, but especially those from the end-user organizations in attendance -- many organizations sent multiple people -- who are just beginning their process transformation journey -- or are rethinking some of their past assumptions.  Thanks so much.  We also had adhoc attendee-organized roundtables on health care, non-profit/SME challenges, and the information management challenges posed by mergers and acquisitions.

By show of hands at the event, at least HALF have NO ACTIVE ECM IMPLEMENTATION.  Another datapoint reinforcing a contention I often make that this is a mature technology, but an immature market -- especially among small and mid-sized organizations.

Apotex Inc. - ArcelorMittal Dofasco - Association of Community Legal Clinics of Ontario - Aviva Canada - BMO Financial Group - Board of Governors of Exhibition Place - Cancer Care Ontario - Cassels Brock and Blackwell LLP – CBC – CFIB - Chartered Professional Accountants of Ontario - Citco Bank N.V. - City Of Brampton - City of Toronto - Community and Social Services - Copernicus Educational Products - CPA Ontario - eHealth Ontario - Entertainment One - Farm Mutual Reinsurance Plan Inc. - Financier Banque Nationale – GlaxoSmithKline - Government of Ontario - Government of Canada - Greater Toronto Airports Authority (GTAA) – IESO - Kinross Gold Corporation - Manulife Financial - March of Dimes Canada – MCSS – Metrolinx - Ministry of Aboriginal Affairs - Ministry of Community and Social Services - Ministry of Government and Consumer Services  - Ministry of Natural Resources and Forestry - Ministry of Community & Social Services - Mutual Fund Dealers Association of Canada - Northbridge Financial Corporation - Office of the Superintendent of Financial Institutions - Ontario College of Teachers - Ontario College of Trades - Ontario Financing Authority - Ontario Government – Ontario - Municipal Employees Retirement System - Ontario Power Generation - Ontario Public Service - Ontario Securities Commission - Ontario Shared Services - Osgoode Hall Law School - Oxford Properties Group - PACE Independent Living - Pembina Institute - Province of Ontario - Public Works and Government Services Canada - Region of Peel - Rogers Company – Scotiabank - Société de Transport de Montr̩eal - The Nature Conservancy of Canada - Toronto Transit Commission - Towers Watson - Town of Newmarket - Town of Richmond Hill - Township of King – UBS - Ville de Beloeil - Williams Lea (Baker & McKenzie LLP) - Workplace Safety & Insurance Board (WSIB) of Ontario

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There are still some upcoming cities in the tour.  Join the fun. 

Free AIIM Seminar - in your city!

Anaheim --  Chicago --  Houston --  Minneapolis --  New York --  San Francisco --  Washington

Twitter contacts for above mentions -- @jmancini77 @AIIM1Canadian @LexmarkSW @TABOnRecord @FujitsuAmerica @Systemware @ASGSoftware @4Point_

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Topics: paper free day, ecm, business process, process

Going Paperless Can Improve Customer Service

Sep 25, 2015 11:14:00 AM by Dennis Kempner

AIIM Expert Blogger Post by Dennis Kempner -- President, Biel's Information Technology Systems

Trying to provide good customer service and having any information exclusively on paper is nearly impossible. Customer service representatives need to be able to access all of the customer’s information instantaneously so they can help the customer immediately.Going paperless and using an electronic ticket management system will improve efficiency greatly.

A common problem facing many customer service representatives is not having the necessary information readily available to them. If they ever have to go into a filing cabinet to find information for a customer it can take a long time to find the right documents, and sometimes they get misfiled and now somebody has to spend hours finding it.

Using an electronic ticket management system, customer service representatives can see all the customer’s information, and what they’ve call about in the past. Even if they dealt with another representative, anybody can pull up the ticket and see what the last representative did. This is especially helpful if it’s a problem the customer has had in the past and it occurs again. This type of coordination between employees is what makes digital ticket systems so much more efficient than looking through archived papers in a filing cabinet.

A paperless office can also improve the way customers provide information to customer service representatives by implementing electronic forms. Customers can go to the website, make a new support ticket by themselves and even specify how they’d like to receive a reply. This means the phone lines will stay clear of smaller issues and instead of having a customer wait on hold, a representative can call them back once it is their turn. The customer won’t be as worked up after being on hold and a solution can be reached much more quickly.

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There are still some upcoming cities in the AIIM Paperfree/Process Transformation tour.  Join the fun. 

Free AIIM Seminar - in your city!

Anaheim --  Chicago --  Houston --  Minneapolis --  New York --  San Francisco --  Washington
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Topics: paper free day, document management, paperfree office

Travel report -- Day one of the #AIIM Roadshow -- Calgary

Sep 24, 2015 7:42:00 AM by John Mancini

Great first day in Calgary. 127 attendees on the ground, all talking about how to revolutionize their business processes and get rid of paper.

Some of the my favorite slides from the presentations...

Here's one from RICOH -- showing the impact of paper elimination and process tranformation on the performance of some sample business processes:

Pam Doyle from Fujitsu -- the education sponsor for the series -- covered the "Perfect Storm" that is occuring in the content management world.

TAB Records Management featured a powerpoint-less presentation, and urged attendees to be much more aggressive and proscriptive in eliminating paper from their business processes.

Dave McMillan from West Canadian urged attendees to adopt a consistent methodology to address process improvement projects:

Lastly, Rob Hanna from Precision Content made the point that organization that wish to repurpose content and make it findable, usable, and reusable need to think about the content creation process:

Many thanks to ALL the attendees, but especially those from the end-user organizations in attendance -- many organizations sent multiple people -- who are just beginning their process transformation journey -- or are rethinking some of their past assumptions.  Thanks so much.

Alberta College of Pharmacists - Alberta Education - Alberta Energy Regulator - Alberta Health Services - Altalink Management Ltd - ARC Resources Ltd. - ATB Financial - Athabasca University - Bennett Jones LLP - Bona Vista Energy - Bonavista Energy - Brookfield Residential - Burnet Duckworth & Palmer - Calgary Board of Education - Canadian Association of Petroleum Producers - Canadian Natural Resources Limited - Canexus - Cenovus Energy Inc. - Christ The Redeemer - City of Brooks - City of Calgary - Covenant Health - Enbridge - Encana Services Company Ltd - ENMAX Power Corporation - Gibson Energy - Government of Alberta - Gran Tierra - Husky Energy - Imperial Oil - Kinder Morgan Canada - Lacombe County - Osum Oil Sands Corporation - PAA Corporation - Pembina Pipelines - Service Alberta - Service Now - Sherritt International - Simplified Methods Inc. - Statoil Canada Ltd. - Sturgeon County - Suncor Energy Inc. - Talisman Energy Inc - The Alberta Securities Commission - The City of Camrose - The Law Society of Alberta - TransCanada Corporation - University of Calgary - University of Lethbridge - Veresen Inc. - Victoria's Secret - Wood Group Mustang

We've begun a tradition of gathering the "AIIM Tribe" - our professional members - for a photo.  A pretty good looking bunch:

 

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Come to our free seminar on going paper-free and process transformation.  Coming to a city near you!

Free AIIM Seminar - in your city!

Anaheim --  Chicago --  Houston --  Minneapolis --  New York --  San Francisco --  Toronto -- Washington

 

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Topics: paper free day, ecm, business process, process

7 questions - How should mobile and cloud change the way you develop content and deploy processes?

Sep 22, 2015 6:40:00 PM by John Mancini

7 questions you should ask about paper reduction and process transformation

Number 7 -- How should mobile/cloud change the way you develop content and deploy processes?

  • Get moving, or risk the business proceeding without you -> Individuals are largely in favor of moving ECM content to the cloud (71%), mostly as a small on-prem/large cloud hybrid. Their organizations are less positive, with 48% in favor of cloud, 28% resolutely against, and 28% with no decision made as yet.
  • There is a shift toward platforms with greater agility -> Per Forrester, “Some firms are turning to new, “low-code” application platforms that accelerate app delivery by dramatically reduce the amount of hand-coding required. Faster delivery is the primary benefit of these application platforms; they also help firms respond more quickly to customer feedback after initial software releases and provision mobile and multichannel apps. Usage of low-code platforms is gaining momentum for customer-facing applications.

Number 6 -- How should you handle paper, mobile, on-premise, and cloud information so you don’t get in trouble with the lawyers?

Number 5 - What is “case management” and why is it critical in meeting and exceeding the expectations of customers? 

Number 4 -- How is mobile changing how you capture and create process-based content?

Number 3 -- Why is information “capture” and creation more than just scanning documents into an archive?

Number 2 -- In what kinds of processes can a focus on paper reduction generate quick wins?

Number 1 --  Why should you care about paper reduction and process transformation?

Come to our free seminar on going paper-free.  Coming to a city near you!

Free AIIM Seminar - in your city!

Anaheim -- Calgary -- Chicago -- Houston -- Minneapolis -- New York -- San Francisco -- Toronto -- Washington

The AIIM Tribe stop one in Calgary:

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Topics: paper free day, paper, ecm, process management, processes

7 questions you should ask about paper reduction and process transformation - Number 5

Sep 14, 2015 11:43:32 AM by John Mancini

7 questions you should ask about paper reduction and process transformation

Number 5 - What is “case management” and why is it critical in meeting and exceeding the expectations of customers? 

  • The problem of storing customer information in multiple places is not going away -> 52% have three or more ECM/DM/RM systems. 22% have five or more (38% of the largest). These numbers are a few percentage points up on the 2013 survey, so no evidence of consolidation as yet.
  • Organizations lack a consistent strategy to capture, view, and act on customer information -> 30% have some degree of integrated multi-channel inbound communications, but only 5% are auto-routing to multiple processes. 22% handle paper and electronic inbound separately.
  • Processes are not as predictable as we would like -> For 51% of the organizations polled, half or more of their business processes are not straightforward or predictable. For 62% half or more processes involve assembling a case folder, claim file, project folder, proposal, etc.

Number 4 -- How is mobile changing how you capture and create process-based content?

Number 3 -- Why is information “capture” and creation more than just scanning documents into an archive?

Number 2 -- In what kinds of processes can a focus on paper reduction generate quick wins?

Number 1 --  Why should you care about paper reduction and process transformation?

Come to our free seminar on going paper-free.  Coming to a city near you!

Free AIIM Seminar - in your city!

Anaheim -- Calgary -- Chicago -- Houston -- Minneapolis -- New York -- San Francisco -- Toronto -- Washington

 

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Topics: paper free day, paper, ecm, process management, processes

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