aiim-webinar e-signatures in europe - e-signing in europe: find new ways to use esignatures
TRANSCRIPT
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#AIIMInformation Is Your Most Important Asset. Learn the Skills to Manage It
E-Signing in Europe: Find New Ways to Use eSignatures Presented 6 October, 2016 E-Signing in Europe:
Find New Ways to Use eSignaturesAn AIIM Webinar presented 6th October, 2016
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AIIM is the Community for Information Professionals
AIIM believes that information is your most important asset.
Learn the skills to manage it.
Our mission is to improve organizational performance by empowering a
community of leaders committed to information-driven innovation.
Learn more at www.aiim.org
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Bob LarriveeVP & Chief AnalystAIIM
Joerg LenzProduct Marketing ManagerKofax from Lexmark
Host: Theresa ResekDirectorAIIM
Today’s Speakers
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Agenda
EU Signature Terminology
Operational Challenges
Risks & Business Requirements
Opportunities for Using E-Signatures
Identify Your Starting Points
Considerations, Legal and Otherwise
Next Steps & ResourcesHasthag for this webinar #aiimesign
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EU: Signature Terminology
Digital Signature
Electronic Signature
Advanced Electronic Signatures (AES)
Qualified Electronic Signatures (QES)
Electronic Seal
Resources:
EU Regulation 2014/910 eIDASEuropean Commission FAQ on E-Signing Treminology
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Time for some poll questions…
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Operational Challenges
Similar for many businesses
Long processing times
Delayed response times
Slow review and approval processes
Poor accessibility and sharing
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Operational Goals Around e-Signatures
Cut Costs Stay Compliant Drive Performance
Eliminate paper costs
Reduce per customer contact costs
Remove manual steps
Increase success rate of closing business
Offer products and services faster – improve time to market
Flexibility to adjust to new regulations
Increase trustworthiness
Detect and prevent fraud
Speed Time to Closure
Improve Retention
Faster turnaround times (sales to contract)
Reduce risk to miss revenue
Better customer experience
More self-service
Mobile access
© 2016 Lexmark International, Inc. All rights reserved.
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Signature Goals & Challenges
Both can be achieved together
Signature Challenges are- legal - technical
- organizational- psychological
User adoption is driven by perception of process trustworthiness (seucrity) and ease of use (convenience). Often underrated: Psychological (emotional / social) challenges and risk of existing paper based proceses.
Acquire, retain and grow customers
Streamline operations to be more cost effective and compliant
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The Survey Says!
Which of the following would describe your office or typical offices in your organization? (Check all that apply)
Globally, 65% are still signing on
paper
In Europe, this is true of 53%
Source: AIIM Industry Watch: Paper-Free 2016 – Are We There Yet?
0% 10% 20% 30% 40% 50% 60% 70%
Contracts, orders, booking forms, etc., are signed on…
We regularly scan documents, but mostly for archive
Piled high with paper and paper processes
Most of our important stuff is referenced and filed as…
Our MFPs are used more for copying than scanning
Faxes and PDF invoices are printed out before…
We run a clear-desk, mostly paper-free office
We have a digital mailroom, so mail is delivered pre-…
Other
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The Survey Says!
Why do you think there is still paper in so many of your business processes? (Max THREE)
Globally, 30% cite physical signatures as a requirement
In Europe, it is 35%
Source: AIIM Industry Watch: Paper-Free 2016 – Are We There Yet?
0% 10% 20% 30% 40% 50%
Staff prefer paper for handling/reading/notes
Lack of management initiatives or mandates to…
Lack of understanding of paper-free options
We need physical signatures on paper
Suppliers and customers continue to send us paper
Long term records keeping
Legal admissibility will be compromised
Not cost-effective to provide suitable…
Our regulators still insist on it
We are required to maintain a hybrid paper/digital…
There isn’t; we have made good progress on …
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Operational Risks of “Classic” Paper-based Signing Workflow
Afraid of E-Signing as perceived as insecure? Think again if you should rather be afraid about paper-based signing processes …
Fraudulent forms
Forging of Signature itself
Sniffing
Manipulation of Signatures and/or Content
Pre-Signing
Post-Signing
Fraud attempts may be internal (in-branch) and external (paper in transit)Trustworthy E-Signing Solutions can significantly reduce risk exposure.
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Business Requirements for Signature Capture
Identify for which purpose(s) in your business process(es) you require signatures
Primary purposes Evidence – Signatory approves and adopts the
contents of the document Conclusiveness – Content of the document shall be
binding
Secondary purposes Authenticating the identity of the person Content of the document has not been altered
subsequently to the affixing of the signature
Tertiary purpose Record keeping
Source: Stephen Mason, Electronic Signatures in Law (3rd edn, Cambridge University Press, 2012), pp 8 – 13; see also AIIM Webinar https://goo.gl/8wnqOG
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Prime Opportunities
Industries
Finance, Banking, and Insurance
Healthcare
Yours…
Processes Review and approval
Contracts and agreements
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Electronic Signature – Prime Use Cases
Customer Account Management & Service DocumentationPayroll and Finance Processes
Account Opening
Consumer Loan Origination
Mortgage Origination
Wealth Management
Asset Management
Enrollment Services
Point-of-sale (POS) Payment
Merchandise Return
Logistics Documents –Bill of Lading
Contracting
New Policy Underwriting
Approval Processes
Human Resources Processes
Patient OnboardingPatient Consent Physician CredentialingProvider Agreements
BANKING EDUCATIONRETAIL MANUFACTURINGINSURANCE GOVERNMENTHEALTHCARE
Customer OnboardingEmployee Onboarding
Procurement Processes
CROSS INDUSTRY
© 2016 Lexmark International, Inc. All rights reserved.
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Use Case: Consumer Loan Origination
Challenges
Reduce Time-to Finance from days to minutes while the customer is in store
Leverage handwritten signature as preferred method to e-sign in-person / face-to-face
Achieve non-repudiation based on documents with strong evidential weight
Solution
E-signing powered by Kofax SignDoc is part of “Cetelem eSign”
Results
In production since 2013; reduced paper: 1.6M sheets/year; reduced sales process time: 54%
Customer Acceptance: 91% say signing experience is better than with wet-ink
Full case study http://goo.gl/xtPGEK
Banking
operating in in 28 countries
27M customers worldwide
Cetelem = brand of BNP Paribas personal Finance Europe and Latin America
© 2016 Lexmark International, Inc. All rights reserved. [
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Consumer Loan Origination Process – Today
Submit application
Review application
Request additional
information
Receive additional documents
Review additional documents
Approve Sign loan documents
Close loan
Process Duration2-3 days
© 2016 Lexmark International, Inc. All rights reserved. [
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Consumer Loan Origination Process – Future
Submit application
Immediate review and feedback for additional information
Approve Sign loan documents, close loan
Process Duration2-3 hours
© 2016 Lexmark International, Inc. All rights reserved. [
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Where Do You Begin?
Starting Points
Determine the scope
Local or global; departmental or enterprisewide
Look at your processes
Identify where signatures occur within the process
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Signing Process Orchestration
© 2016 Lexmark International, Inc. All rights reserved.
* not exclusively but likely with a certain preference
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What to Consider
Legal requirements in the EU
Complexity and risk
User preferences and expectations
Anticipate objections
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Electronic Signature – Legal Requirements
Signature
Requirements
imposed by law*
for validity or enforceability
reasons
Qualified Electronic Signature
(QES) explicitly
required by law* as only
legally binding replacement for
wet ink signature (written
form)
No Signature
Requirements
imposed by law
for validity (conclusiveness) or
enforceability reasons
Form Free Agreements
Signing on paper today is
executed arbitrarily
Signature requirements wihch may restrict legal effect of e-signed documents to to using advanced or qualified electronic signatures are typically found in national civil and or commercial law per use case – e.g., for consumer loan origination
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Electronic Signature – Most Common Objections
Electronic signatures are not as secure as wet ink signatures
We are not allowed to use electronic signatures, we must capture signatures on paper
We can not use electronic signatures because we deal with customers face-to-face
We do not see an ROI for an electronic signature solution
We see the benefits of electronic signatures but this is low priority for us
Applying electronic signatures is complicated for employees and customers
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Common Pitfalls
Determining the level of integration
E-signing becomming a siloed application
Documenting business requirements
(Not functional or technical requirements)
Understanding EU Legislation and its impact
User reluctance
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Capture information Automate processes Interact digitally
Mobile
Analytics
Integration
Electronic Signature
Multichannel capture
Extraction & verification
Case management
Content management
Workflow & process
automation
Customer communication
management
Search
Manage content
Electronic Signature as Part of Digital Transformation
Does your e-signature intiative fit into the overall organization strategy on digital transformation? E-Signing has synergies with mobile ID, document composition, capture, and preservation, workflow processing and management as well data integration via robotic process automation.
Avoid to invest into a silo solution for „e-signing only“. Go for the broad picture.
© 2016 Lexmark International, Inc. All rights reserved.
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Deployment and Integration
Deployment on premise in cloud hybrid
Integration
Product Type Purpose
E-Signing Workflow Quick start to implement an attended signing orchestration including document status tracking throughout the process – ideally as part of a holistic platform for digital transformation
Web-based Middleware Easy integration into business applications with corresponding browser plug-ins, mobile apps and device connectors
Desktop Client Stand-alone „classic“ rich client
Plug-ins for Intergration in to existing evronments – e.g., for Adobe Reader & Adobe LiveCycle
Software Development Kit (SDK) deep integration into business applications or mobile apps.
© 2016 Lexmark International, Inc. All rights reserved.
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Where to Begin
Learn and understand the eIDAS Regulation.
Identify the impact and challenges your organization may face.
Map and document signature processes, their purpose, associated documents, and signature activity.
Identify your required level of process security and need for evidential weight.
Establish governance policies and an E-Signature framework.
Develop business and functional requirements.
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Something to Think About
In our personal lives, we are willing to e-sign yet in our business lives, we are reluctant. It is time to take the first step and bring e-signing capabilities into the information ecosystem.
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E-Sign Anywhere, Anytime, on Any Device
© 2016 Lexmark International, Inc. All rights reserved.
Additional Information
© 2016 Lexmark International, Inc. All rights reserved. 34
Jörg Lenz
Product Marketing Manager
@Joerg_Lenz
https://goo.gl/JbJXLb
E-Signatures in Europe –
Understanding the legal
requirements for proof of intent
English https://goo.gl/qJJoIb
French http://goo.gl/grLJ8G
German http://goo.gl/MJ1Lla
Italian & Spanish:
request via e-mail
E-Book Global E-Signature Law -
Best Practices for Assessing Risk of
E-Signature Processes
https://goo.gl/tF94TB
kofax.com/electronic-signature
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Thank You
Read the great resources available at
aiim.org/research
To Contact Bob:
@BobLarrivee on Twitter
www.linkedin.com/in/boblarrivee
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QUESTIONS?
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#AIIMInformation Is Your Most Important Asset. Learn the Skills to Manage It
Take your skills to the next level by learning best practices and technologies for managing content across the enterprise with AIIM’s Enterprise Content Management training course.
Visit: AIIM.org/ECMTraining
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