shifts transforming the office document technology industry

Shifts Transforming the Office Document Technology Industry

Randy Dazo, Senior Director Solutions & Services

Boston

Worldwide industry analyst firm focused on the consumer imaging, office document technology and production printing

and publishing industries.

Focused Credible Responsive Visionary

Transformation – (tran(t)s-fər-ˈmā-shən) the act of change of composition or structure

MEGA Disruptive Forces

ECONOMY

North America Employment

Canada GDP

ECONOMY EVOLUTION OF TECHNOLOGY

Rapid Development/Usage/Evolution of Technology• Rapid development of

technology vs. the rapid reduction of prices vs. the adoption rate

• 3 Inhibitors/ Accelerators to Technology Growth & Adoption

• Processing Power – Moore’s Law

• Storage and Media

• Bandwidth - Broad- band and Mobile Network expansion

Storage Priceshttp://mozy.com/blog/misc/how-much-is-a-petabyte/

March 2013

Perspectives

• 1 Megabyte: One small novel OR one 3.5 inch floppy disk

• 5 Megabytes: The complete works of Shakespeare OR 30 seconds of TV-quality video

• 1 Gigabyte: A pickup truck filled with paper OR A symphony in high-fidelity sound OR A movie at TV quality

• 2 Gigabytes: 20 meters of shelved books OR A stack of 9-track tapes

• 20 Gigabytes: A good collection of the works of Beethoven

• 1 Terabyte: All the X-ray films in a large technological hospital OR 50,000 trees made into paper and printed

Perspectives

• 2 Terabytes: An academic research library

• 10 Terabytes: The printed collection of the US Library of Congress

• 1 Petabyte: 3 years of Earth Observing System satellite data (2001)

• 2 Petabytes: All US academic research libraries

• 20 Petabytes: The amount of data processed by Google…per day

• 200 Petabytes: All printed material!!!!!• 5 Exabytes: All words ever spoken by human beings

• …and then there are the Zettabyte and the Yottabyte….???

Allowed for the Adoption of These…..

DISRUPTIONProcessing

Storage

Bandwidth

MOBILE

INTERNET NEW MEDIA

Canada Population Trends as of 2010

Source: US Bureau of Census

Worked during the age of the Internet

Were born during the age of the

internet

Were born during the age of the SmartPhone

Moving At The Speed of ME - It is ALL about ME

Me Generation - Gap???

Mark ZuckerbergFacebook

Andrew MasonGroupon Aaron Levi

box.net

Jason Fried/HansonBasecamp

Jeff WeinerLinkedin

Drew HoustonDropbox

Steven Chen, Chad Harley and Jawed Karim

YouTube

NEW ERA OF

COMMUNICATIONS

AND COMPUTING

Transformation Affecting Our Industries

Transactional Outsourced/Managed Services

Server Based Solutions to the Cloud

PC Software Apps

Personal Computer Post PC Revolution

External Security Threats Internal Threats

Baby Boomer Gen X, Y, Z

Document Management Business Process Solutions

PC/MFP On/Off Ramp Mobile On/Off Ramp

Begin to Transform

From this Old World

To this New World

Bridging the Paper World to this New World

MANAGEDPRINT

SERVICES

MOBILE

BUSINESSPROCESS

AUTO-MATION

MPS Segments

Supplies Break Fix Services – Managed Print Services that are mostly driven with a Supplies contract. These services may include break fix services as an option or include them as part of the contract.

Concept - Move customers away from transactional purchase to a Managed Contract Purchase.

Supplies-Break Fix Engagements

Workflow/Managed Document/Security Services – Managed Print Services that are driven with a Managed Services approach and also includes advanced solutions such as workflow , document management or security services as part of the MPS engagement. This includes Supplies, Hardware, Break fix Services and Solutions.

Concept – Manage and optimize the entire fleet of output devices and improve business processes under contract.

Enhanced Engagements

Print Management Services – Managed Print Services that are driven with a total print management approach. This includes Supplies, Hardware, Break fix Services. These services include continuous optimization of the output environment.

Concept – Manage and optimize the entire fleet of output devices under contract.

HW Print Management Engagements

North America MPS Forecast 2010 – 2015 – Supplies Only

8% CAGR

North America MPS Forecast 2010 – 2015 – Hardware Print Management

10% CAGR

North America MPS Forecast 2010 – 2015 – Enhanced

16% CAGR

MANAGEDPRINT

SERVICES

BUSINESSPROCESS

AUTO-MATION

• IDENTIFY – And map key business processes in the paper intensive Legal, Financial Services, Healthcare and Education industries.

• UNDERSTAND – Adoption rates or barriers for specific automated business processes in these markets in order to capture opportunities or address obstacles

• PROMOTE – Time savings, monetary, compliance and or auditability benefits utilizing these solutions based on research results.

Identifying Business Process Automation Opportunities

Inform(push)

Decide(process)

Capture(pull)

Internal ExternalConsumers Businesses

Process Control

ProcessComplexity

High Low

Business P

rocess Automation Opportu

nities

Workgroup Departments

How often this process is doneHow much time this process takes

How automated this process is

Processing

Life/Medical Insurance

Client captiveAgent/Broker

Client captive Agent/Broker

Customer Onboarding

Criteria/ProductSelection

Client captive Agent/Broker

Life/Med Application

Underwriter

InformationCollection and Review

InsuranceMedical Professional

PrimaryCare Phy.

Clientcaptive Agent/Broker

InsuranceHQ

AcceptanceDecline

InsuranceHQ

(Acceptance)

(Declined)

Processing

(Policy Sent)

Basic New CustomerOn Boarding Process

Q36: How would you rate the importance for each of the following goals and objectives?

0% 20% 40% 60% 80% 100%

Speed of processing forthe organization

Speed of processing forcustomers

Customer touch andinteraction

Accuracy of thecollection of information

Privacy and integrity ofdata and information

Abiding compliance andregulations

Not important at all Somewhat unimportant NeutralSomewhat important Extremely important

N = 53 Respondents that are insurance agents

Q13: For the most part, what is used for the following types of new policies?

0% 20% 40% 60% 80% 100%

Consumerhealth/medical

insurance

Consumer auto/vehicleinsurance

Consumer homeinsurance

Consumer life/annuity

Paper-based Application Combination of Paper and Electronic Application Electronic Application

N = VariesBase: Respondents that are insurance agents

0% 10% 20% 30% 40%

We have to do a combination of all of these basedon the policy type and who owns the policy

We use an inter-office system to transportapplications to the processing center

We use an expedited mailing carrier to shipapplications to processing centers

We scan the application into an electronic system

We mail the application to the processing centerthrough the U.S. postal service

We fax the application to the processing center

We scan the application and e-mail the applicationto the processing center

Q14: For those that use paper applications, what do you do to get them to the processing center?

N = 46 Respondents that are insurance agents that use paper based applications

Business Process Automation Key Summaries

Inform(push)

Decide(process

Capture(pull)

Process Control

ProcessComplexity

High Low

Business P

nities

• 4 out of the 5 verticals “Key Objectives” were overwhelmingly related to Compliance & Regulations and Privacy of Data

• Companies that have adopted automation solutions saw improvements that revolved around improving compliance and the security of confidential information as well as improving and streamlining of processes or communication

• Many of these companies improved their compliance initiatives by more than 50%

• Tying together Automation Opportunities to Compliance/Privacy Objectives may be a key strategy to securing these solutions

• In addition they DO improve workflow processes

Business Process Automation Key Summaries

Inform(push)

Decide(process

Capture(pull)

Process Control

ProcessComplexity

High Low

Business P

nities

• The existence of paper within a business process is typically a road block and slows the process down

• The existence of paper within a business process can compromises privacy, compliance and security initiatives within organizations

• Eliminate Paper OR Shorten the LifeCycle of Paper

• Mobile initiatives are just starting in many of these industries and are potential for disruption - Mobile forms/capture and mobile eSignatures are large potential large growth areas for BPA that eliminate paper

• Mobile BPA solutions that eliminate paper entirely from these business processes

• Introducing Capture (distributed) early in the process, then destroying paper can shorten the paper LifeCycle

MANAGEDPRINT

SERVICES

BUSINESSPROCESS

AUTO-MATION

IT Evolution

source: smart-future.org

….that print mimics…

source: smart-future.org

Centralized Print

Decentralized Print – Distribute and Print

Mega Decentralized MFD Environment

The Cloud Connects People with ProcessesIT

Outsourcer

Agency

MANAGEDPRINT

SERVICES

MOBILE

BUSINESSPROCESS

AUTO-MATION

Workgroup Mobile Solutions

Mobile Output Printing Categories

Mobile Cloud - Open

Mobile Pull Printing

Mobile Enterprise Printing - Closed

WiFi/IP Printing

Mobile Capture/Conversion

Mobile Image/ Data Capture/OCR

Conversion Solutions/ServicesFor Mobile Devices

Scan to Mobile Device(Remote Control Scanning)

Scan to Cloud Repositories

Capture ofDigital Signatures

Mobile eForms

eForms

eSignatures

Mobile Cloud Document Management Solutions

Mobile Cloud CreationCloud Repositories

Cloud CollaborationSocial Document Management

Mobile Device Management Companies

General MDMSolutions

MobileSecurity

MDMUsage Tacking

The Solutions Framework

Multifunction Devices, Single Function Scanners, Mobile, IT

Paper Input Capture

IDR/Data Classification

Workflow

Content Data Analytics

Mobile Input/Capture

Vertical Enterprise Software

Electronic InputMul

MFP DMServices

Mobile DMServices

IT DMServices

Horizontal Enterprise Software

Cloud, ECM, EDM Software

Mobile/Social AnalyticsPrinting Analytics

Summary

• Transformation in IT “IS” happing and we have to embrace the changes and start building bridges in order to remain relevant and survive

• Managed Print Services is a bridge and a pathway to Enhanced Services Business Process Transformation

• Business Process Automation can help with compliance initiatives in addition to creating efficiencies for workflows and business processes

• Cloud and Mobility will play a critical role in the future, in addition to traditional solutions

• Business Process Transformation – Managed (Print, IT, Cloud, Mobile) Services

Any Questions????

randy_dazo@infotrends.com

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