Document Process Outsourcing (DPO) has been a feature of the business landscape for nearly three decades. Initially confined to scanning operations dedicated to digitizing historical records, the field now encompasses a wide range of services potentially covering every process from capturing inbound documents, forms and invoices (electronic or paper) to outbound print and multi-channel communications, with varying degrees of process involvement in between.
In this report, we have surveyed users and non-users of outsource services, charting their drivers against the competence/cost/convenience matrix, and explore how their own policies for staffing profiles, operational risk, and regulatory compliance affect their evaluation and choice of DPO services.
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