1
Enterprise Content Management The
Possibilities are Infinite

• Pamela Doyle, Spokesperson, Director
• Fujitsu Computer Products of America
• Director, AIIM Board
• and Chair, The TWAIN Working Group

2
Organizational Goals

• Core Competencies
• Business Continuity
• Regulatory Compliance
• Environmental Consciousness

3
Fast Fact Core Competencies

• Companies spend 20 in labor to file a document,
  120 in labor to find a misfiled document, and
  220 in labor to reproduce a lost document
• 7.5 percent of all documents get lost 3 percent
  of the remainder get misfiled
• Professionals spend 5 15 percent of their time
  reading information, but up to 50 percent looking
  for it PricewaterhouseCoopers

4
Fast Fact Core Competencies

• 24 average cost to process a single invoice
  manually IOMA
• Single FAX machine costs 6,200 per year Captaris
• Average time to manually FAX a document is 8
  minutes
• Average cost to send a package via courier
  service is between 8 and 15
• Cost of office space has increased 19 Office
  Space Across the World 2008

5
Objectives Business Competencies

• Reduce operating costs
• Reduce storage space
• Do more with less resources
• Streamline operations
• Accelerate revenue

• Get content under control
• Enable collaboration and file sharing
• Adequate information to deliver positive customer
  experience
• Make informed decisions

6
Fast Fact Business Continuity

• 40 of 1,200 organizations surveyed indicated
  disaster recovery planning not a priority
• 40 have no redundant backup site Captaris
• 75 of SMBs have no DRP Inc. Magazine
• 2 out of 5 companies who experience a disaster
  are out of business in 5 years Gartner
• Business suffering an incapacitating disaster
  with no DRP Contingency Research Planning
• Only 43 resume operations
• Of the 43, 29 still in business in 2 years
• Total of 71 will be out of business in 2 years

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Objectives Business Continuity

• Protect corporate information asset
• Ensure continuity 24 X 7 X 365

8
Regulatory Compliance

• U.S. Guidelines
• Government Paper Elimination Act
• HIPAA
• Gramm-Leich-Bliley
• Sarbanes-Oxley
• Bank Secrecy Act
• SEC 17a3-4
• Check 21

• Patriot Act
• Data Protection Act
• State discoveryresources.org
• eDiscovery

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Objectives Regulatory Compliance

• Data accessibility
• Privacy
• Protection
• Auditable

10
Fast Facts Environmental Consciousness

• Buildings are the single largest contributor to
  global warming accounting for almost half (48)
  of total annual U.S. energy consumption and
  carbon dioxide emissions
• 76 of all U.S. Generated electricity goes to the
  building sector Architecture2030.org
• Average document photocopied 19 times
• There are over 4 trillion paper documents in the
  U.S. alone growing at a rate of 22 per year PWC
• Each individual in the U.S. consumes 502 lbs. of
  paper per year NYT

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Objectives Environmental Consciousness

• Reduce energy
• Reduce gas consumption
• Reduce carbon dioxide emissions
• Reduce paper consumption

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The Solution
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ECM Functionality

• Convert paper to electronic
• Document distribution
• Distributed capture
• Manage all content (electronic, email, web)
• Secure access
• Simultaneous access

• Author
• Check/out Check In
• Audit trail
• Automate business processes (BPM)
• Redundant off-site storage

14
Trends and Issues
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Email Management has become a Strategic Imperative

• Email is the dominant means of business
  communication today
• Electronic substitute for legal business
  documentation
• Volume
• Corporate users received an average of 18
  megabytes (MB) per day in 2007
• Expected to grow to over 28 MB per day by 2011
• Users send and receive an average of 133 messages
  per day1

1Source Radicati Group
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Email Management has become a Strategic Imperative

• Email Usage
• 70 to negotiate contracts and agreements
• 84 to discuss operational or product strategies
• 63 to discuss HR issues
• Yet, only 45 have any formal policy for email
  retention1

1Source AIIM Industry Watch
17
Email Management has become a Strategic Imperative

• Email should be treated as a critical component
  of information management strategy
• Why?
• eDiscovery demands
• Courts have ruled email as relevant information
• Regulatory guidelines
• Must produce messages in support of litigation
  and audit purposes
• Getting upper managements attention (reduce
  risk)

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Email Management has become a Strategic Imperative

• Steps
• Develop email policies and procedures
• Seek email management solution
• AIIMs Email Management ROI Calculator
• Identify current costs
• The Total Cost of Ownership (TCO) of an email
  management solution
• The benefits
• The ROI
• http//www.aiim.org/EmailROICalculator

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For Organizations to Maximize the Effectiveness
of ECM, it is Beneficial to Connect People,
Processes and Content

• While documents (content) support the work being
  performed, processes define the work thats
  done. Doug Reynolds, President, AgilityPlus
  Solutions
• Business processes require people and content
• Integrating ECM with Workflow (BPM) connects the
  processes with the content and people
• Extends the value of the investment
• Resulting in
• Improved company performance
• Enhanced customer service
• Increase in employee productivity
• Significant cost savings

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For Organizations to Maximize the Effectiveness
of ECM, it is Beneficial to Connect People,
Processes and Content
State of the ECM Industry AIIM Industry Watch
21
For Organizations to Maximize the Effectiveness
of ECM, it is Beneficial to Connect People,
Processes and Content
State of the ECM Industry AIIM Industry Watch
22
Security or Lack of it, Could be the Biggest
Threat to ECM Systems

• Our ability to create content is out of sync with
  our ability to secure it
• Two dynamic forces
• Control versus
• Collaboration
• Develop content security model based on an
  analysis of your business needs
• Content at rest versus content in transit
• Vendors finally paying significant attention

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Security or Lack of it, Could be the Biggest
Threat to ECM Systems

• Sample of tools
• Timestamps
• Encryption
• Digital signatures
• Watermarks
• Biometrics

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• Is the Content Security strategy of your
  organization driven more by a desire to lock down
  content or to enable secure collaboration?

Content Security At the Fulcrum of Innovation and
Risk AIIM Market IQ
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What content types are you targeting for Content
Security?
Content Security At the Fulcrum of Innovation and
Risk AIIM Market IQ
26

• Which departments content are included in your
  Content Security Strategy?

Content Security At the Fulcrum of Innovation and
Risk AIIM Market IQ
27
The Ability to Effectively Find Content is a
Universal Issue

• Our ability to create content outpaces our
  ability to find content

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The Ability to Effectively Find Content is a
Universal Issue
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The Ability to Effectively Find Content is a
Universal Issue

• The challenge is two fold
• Find all relevant content, and
• Present the content in a manner conducive to the
  seeker
• Can not under estimate the challenge
• Users want to search ECM like the web
• New Term Findability
• Definition is the art and science of making
  content findable
• Different from search in that with findability
  the responsibility to be found lies with content
• Content must be rich or intelligent

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The Ability to Effectively Find Content is a
Universal Issue

• Most may seem unfamiliar to you as well but some
  are being adopted
• Controlled vocabularies
• Thesaurus
• Federated search
• Metadata extraction
• Automatic document recognition
• Today ECM is built on the principle of a good BCS
  augmented by good search engine technology

32
Distributed Capture Continues to Gain Momentum as
the Preferred Capture Deployment Model

• Moving capture to the point of origin

Distributed Capture AIIM Industry Watch
33
Distributed Capture Continues to Gain Momentum as
the Preferred Capture Deployment Model

• Drivers
• Cost of shipping
• Reduce gas consumption
• Alternative to faxing
• Eliminate mail float
• Faster access to content
• Accelerate business processes
• Faster access to revenue
• Enhance customer service
• Integrate paper into to workflow (business
  processes)

34
Distributed Capture Continues to Gain Momentum as
the Preferred Capture Deployment Model

• Drivers
• Expedite transactional processes
• Lower cost personal, workgroup and departmental
  scanners with advanced capabilities

35
Distributed Capture Continues to Gain Momentum as
the Preferred Capture Deployment Model
36
Distributed Capture Continues to Gain Momentum as
the Preferred Capture Deployment Model
Distributed Capture AIIM Industry Watch
37
Distributed Capture Continues to Gain Momentum as
the Preferred Capture Deployment Model
Distributed Capture AIIM Industry Watch
38
Distributed Capture Continues to Gain Momentum as
the Preferred Capture Deployment Model
Distributed Capture AIIM Industry Watch
39
Distributed Capture has Spawned a New Capture
Model Called Transaction Capture

• Distributed capture has been so effective in
  streamlining transaction-intensive processes that
  a new model called Transaction Capture has
  evolved
• Applications
• Invoice processing
• Expenses
• Order processing
• HR
• Any application involving static documents

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Distributed Capture has Spawned a New Capture
Model Called Transaction Capture

• Benefits
• Immediate access
• Eliminate lost or misplaced
• Expedite business processes
• Audit trail to demonstrate compliance
• Top application is accounts payable

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Distributed Capture has Spawned a New Capture
Model Called Transaction Capture

• Top Benefits of Imaging and Workflow (AP)
  Source Aberdeen Group, March 2008
• Remove paper at point of entry invoice 65
• Reduce time spent on inquiries 63
• Lower administrative costs of process 56
• lower headcount
• Automate task with workflow rules 55
• Improve reporting and analysis 48
• capabilities
• Improve financial audit capabilities 43
• Eliminate duplicate and over payments 40

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Distributed Capture has Spawned a New Capture
Model Called Transaction Capture
Definition of Maturity
Mean Class Performance

• Best in Class Top 20
• Industry Class Middle 50
• Laggard Class Bottom 30

• 4.60 cost to process an invoice
• 4.4 days time to process
• 12.20 cost to process
• 14.4 days to process
• 55.00 cost to process
• 34.4 days time to process

Source Aberdeen Group
43
Distributed Capture has Spawned a New Capture
Model Called Transaction Capture

• Actual customer testimonials report
• Reduce cost of processing invoices by 25 to 65
• Reduce paper by up to 90
• Reduce time to process invoices by 40
• Reallocate 25 50 of AP personnel

44
ECM Evolves from Niche to Mainstream

• Mass adoption
• Spurred by MOSS 7
• Millions of organizations have deployed
• Fastest growing product
• Microsoft vision is provide a platform to build
  content-rich applications
• Catalyst for the benefits of ECM

45
Microsoft Office SharePoint Server
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ECM Evolves from Niche to Mainstream

• Weaknesses
• Not complete integrated suite of ECM products
• No document imaging
• No forms processing (paper)
• No advance workflow (BPM)
• Strengths
• Tight integration with MS Office
• Easy to use
• Affordable

47
ECM Evolves from Niche to Mainstream

• Good for
• Ad hoc document storage
• Departmental collaboration
• Active documents
• Recommendation
• Work with knowledgeable VAR to determine
• SharePoint,
• Dedicated ECM, or
• Combination to address application needs

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Balance ROI Scorecard
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Wood County, OH

• Company Overview
• Dept. of Job and Family Services provides
• Long term family assistance or
• Temporary help
• Committed to its responsibilities
• Business Problem
• Need a solution to increase the speed and
  accuracy of responsiveness to consumers while
  easing the burden on case workers
• Consumers work with case workers completing
  numerous forms

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Wood County, OH

• Implementation Objectives
• Replace paper files with electronic
• Reduce physical storage requirements
• Aide with compliance
• Integrate with CRIS-E (Client Registry
  Information System Enhanced), a custom mainframe
  applications used by Ohio DJFS
• Solution
• EZ Forms (Custom Application)
• Enter consumer SSN and existing consumer
  information from CRIS-E populates various forms
• Completed forms are signed using signature pad
  from Topaz Systems (digital signature)

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Wood County, OH

• Integrated ECM Suite
• Signed forms stored in ECM respository
• Supporting documents scanned and stored
• Sample ROI
• Case workers can manage higher volumes
• Substantial reduction in storage (elim. 90 of
  paper added 2 offices)
• Workflow makes checking status of processed forms
  easier
• Audit trail proves accountability

52
Ruby Tuesday

• Company Overview
• Headquarters in Maryville, TN
• Founded over 30 years ago
• Founded by Sandy Beall and four buddies with a
  vision for a restaurant with
• Quality, Passion and Pride
• Today
• Publicly owned
• Traded on NYSE
• 850 co-owned and franchised restaurants
• More than 38,000 team members
• Operations throughout U.S. and Worldwide

53
Ruby Tuesday

• Business Problem
• Fast-growing company with distributed operations
• Needed to eliminate costly and in-efficient
  paper-based processes
• Weekly restaurants would ship weeks worth of
  paperwork to corporate for processing (HR
  documents, payroll forms invoices)
• 800 packages received on a given day
• FedExp boxes stacked to the rafters

54
Ruby Tuesday

• Business Problem
• Accounts payable frequently took as long as six
  days to process
• Typical AP issues
• Lost or misplaced documents resulting in
  duplicate payments or late fees
• Average cost of processing manually 24 (.22 to
  350)
• Invoice volumes increasing

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Ruby Tuesday

• Solution
• Cardiff TeleForm with Web Capture Option
  (captures, classifies accurately extracts the
  data from the 1500 invoices each day)
• 800 Workgroup Scanners
• ROI
• Accelerated AP process by 5 days
• Reduced annual shipping costs
• Reassigned 50 of AP personnel
• ROI achieved in 18 months

56
Universal Forest Products, Inc.

• Company Overview
• Grand Rapid, MI
• Fortune 1000 Manufacturer Distributor of Wood
  Wood Alternatives
• 96 Facilities and 9,000 employees
• Business Problem
• Much of their growth as a result of acquisitions
• Result of growth was an increased need to store
  massive amounts of documents
• Storing docs. consuming office space they were
  paying for additional storage
• Legal dept. needed a way to easily retrieve docs.
  that might be relevant to a case

57
Universal Forest Products, Inc.

• Solution
• Hylands Integrated Doc. Mgmt. BPM Solution
• Fujitsu fi-4120C Workgroup fi-4530C
  Departmental scanners
• Benefits
• Reduce time to access documents in legal from
  weeks to hours
• Quickly reached minimum ROI to prove concept

58
Universal Forest Products, Inc.

• Business Problem in HR/Payroll
• Needed to manage docs. For 9,000 employees in 100
  locations
• 40 different documents they needed to store,
  track and access frequently for employee files
• Time to locate paper document about 15 minutes
• 21 employees accessing 10 documents per day (est.
  cost 4,000 per wk. or 200,000 per yr.)

59
Universal Forest Products, Inc.

• Solution
• Kofax Ascent Capture and Fujitsu fi-4120 and
  fi-4350 scanners
• ROI
• Cost slashed to zero by converting documents to
  electronic format giving employees instant access
  to documents

60
Universal Forest Products, Inc.

• Leverage Solution to Another Operational Issue -A
  Decentralized Accounts Payable Process
• 71 locations
• Invoices lost or misplaced resulting overpayments
  or late fees
• Invoice must be retain for 7 yrs. (previously
  stored in on-remise trailer note fire in
  Canadian facility)
• Solution
• Kofax distributed capture using separator sheets
  and barcode with vendor ID
• Images sent via internet to central AP repository

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Universal Forest Products, Inc.

• ROI
• No more lost or misplaced invoices
• Improved visibility for management regarding the
  AP process
• Paper storage costs eliminated
• Ensured physical protection of data
• Substantial labor costs savings (71 AP employees
  freed for other tasks)
• Still Gaining ROI
• We have really just scratched the surface of
  this solution
• Most recently

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Implementation Recommendations

• Analysis
• Information management corporate responsibility
• Identify single information intensive business
  problem
• Define business objectives
• Define business case (min. ROI)
• Get educated
• Retain services of a knowledgeable VAR

• Steps
• Information survey
• RFP
• Research solutions
• Evaluate IT infrastructure
• Purchase ECM hardware software
• Pilot or model office
• Roll-out
• Post Implementation

63
More Information

• Industry Association
• ARMA at www.arma.org
• AIIM at www.aiim.org
• Trade Show
• Seminars
• Social Networking (informationzen.org)
• Education
• Case Studies, product information and white
  papers
• Fujitsu at http//us.fujitsu.com/fcpa