The Paperless Office Making the myth a reality through outsourcing Solutions for paper intensive processes. Keith Grieves, Director E-business Computershare, May 2010
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The Paperless OfficeMaking the myth a reality through outsourcingg y y g g
Solutions for paper intensive processes. Keith Grieves, Director E-business Computershare, May 2010
The paper challenge…
80% of business is conducted Paper documents80% of business is conducted on unstructured information Gartner Group Emails
Faxes
50% of your daily office work requires document handling Adobe
70% of your documents require extra handling
20% of your documentsequ es docu e t a d g dobe 20% of your documents require exchanging with customers, peers or partners
The paper challenge… The costs, delays and risks associated with capturing and organising massive quantities of business critical contentquantities of business critical content
The on-premises challenge…
On-premises solutions institutionalise paper within your organisationp p y g
Core business goal to reduce paper document volumes (cost, delay, risk)
On-premise capability requires high volumes (scale) to amortise costs
Economies of scale institutionalise volume and contradicts core objective
The Computershare experience…
Computershare Australia: 2002 = 8 million paper transactionsC d d dCommenced project to increased document automation
Total costs
ng c
osts
80% variable costs- Direct labour
Total costs
Proc
essi
n
20% fixed costs-Technology- Facilities
Management
Volume
- Management
8m
The Computershare experience…
Computershare Australia: 2008 = 10 million paper transactionsO d l d ( 20% )On-premises document automation implemented (15-20% capacity)
Total costs
ng c
osts
80% variable costs- Direct labour
Total costs
Proc
essi
n
20% fixed costs-Technology- Facilities
Management
Volume
- Management
8m 10m
The Computershare experience…
Computershare Australia: 2008 = 10 million paper transactionsO d l d ( 20% )
Total costs
On-premises document automation implemented (15-20% capacity)
Project savings 80% variable costs
- Direct labour
Total costs
ng c
osts
57% fixed costs
Total costs
20% fixed costs-Technology- Facilities
Management
Proc
essi
n 57% fixed costs-Technology- Facilities- Management
43% variable costs- Direct labour- Management
Volume 10m
The Computershare experience…
Computershare Australia: 2009/10 = 2.5 million paper transactions% l d h l ( % f )75% migration to online and IVR channels (5% of capacity)
Total costs (2002)
ng c
osts Total costs (2009/10)
( )
Lack of scale economies
Proc
essi
n
Volume decline
Volume 10m2.5m
The outsource alternative…
O t l ti id th fl ibilit tOutsource solutions provide the flexibility to purchase only what you need today and then add (remove) scale overtime as necessaryadd (remove) scale overtime as necessary
Core business goal to reduce paper document volumes (cost, delay, risk)
Outsource document-centric business processes and reduce volumes
Outsource model enables complete cost and volume transparency - no hidden internal costs (slack), volume reductions can be measured
The paperless office… making the myth a reality through outsourcingmaking the myth a reality through outsourcing
Strategy 1: Drive internal behavioural changeStrategy 1: Drive internal behavioural change
Less Multi-function devices
Implement a digital document
Staff sustainability program Think before you devices
Print, fax, e-mail, imagesdigital document routing solution ECM capabilities, paperless workflow
program Think before you print, paper cut programs, centralise and restrict MFDs
The paperless office… making the myth a reality through outsourcingmaking the myth a reality through outsourcing
Strategy 2: Drive customer behavioural changeStrategy 2: Drive customer behavioural change
CustomerTouch-point map Lifecycle analysis
$
Purchasedecision
Supplyinformation
Accountenquiry
Changeinformation
Payments
$
Cross-sell product
Close account
People & processesBranch service, Call agent, Billing, Third party advisors
Communication providers, Business process outsourcersp , p
Supporting technologies
Print & mail
systems
ERP & CRM Call centreACD, IVR
Digital mailroom, Workflow
Websitee-comms
Business intelligence
Customer self service• Map customer touch points• Design service processes that ensure web has
l ti d t i à i th h l
Electronic communications• Use incentive-based migration programs• Take advantage of legislative changes
L k i t i i t t i
y
relative advantage vis-à-vis other channels• Use e-capture to reduce paper transactions
• Lock-in customer permissions at account opening
The paperless office… making the myth a reality through outsourcingmaking the myth a reality through outsourcing
Strategy 3: Redirect paperStrategy 3: Redirect paper
Digital mailroomDigitise all inbound
Your OrganisationDatabaseCall centre Process
tPayment ll ti
Business systems g
communications
- Knowledge workers never receive paper
- Achieve over 90% of
Archive and presentmentException handling
Databasemanagement allocationssystems
transactions via STP- 100% same day
payment allocations
- Mailroom Service
Document imaging
Data and images
Register in Workflow
Document classification
Data capture, match and validation
- Mailroom Service- Imaging, classifying, data
capture, matching and validation
- Applications and claims- Accounts payable/receivable
PrepareDocuments
Y C t P t & S lip y /
- Response or undelivered mailYour Customers, Partners & Suppliers Mail Fax WebEmail
The paperless office… making the myth a reality through outsourcingmaking the myth a reality through outsourcing
Strategy 4: Get data and images from the sourceStrategy 4: Get data and images from the source
Manager interfaceSuppress paper communications, pp p preal-time electronic transfer
- Automated, single point of integration- Eliminates mailroom processes - opening,
sorting, scanning, classification, validation- No manual activity, errors or exceptions- Full reconciliation and audit trail- Real-time, superior customer service
Available now between share registry and for middle and back offices of…- Wealth managers - brokers, fund managers,
super funds, and asset managers- Custodians, wrap services, and nomineesCustodians, wrap services, and nominees
The paperless office… making the myth a reality through outsourcingmaking the myth a reality through outsourcing
Strategy 5: Understand your true costsStrategy 5: Understand your true costs
On-premises solutions Outsource solutions
Hardware, software Contracted op-ex costsKnown Hardware, software Contracted op ex costs
Known labour Contract management
Risk of project failure and/or scope creep
Known costs
Hidden Consultant, contractor and managerial overheads
Volume peaks / troughs – underutilised labour or missed SLAs
costs
Single point dependences, support, recruitment and training overheads
Low value activities – integration code, maintaining hardware and performance
Business change requirements and risk of system obsolescenceBusiness change requirements and risk of system obsolescence
The paperless office… making the myth a reality through outsourcingmaking the myth a reality through outsourcing
Strategy 6: Capture, organise and publish on-demandStrategy 6: Capture, organise and publish on demand
Computershare’s Enterprise Communication PlatformY O i ti Communication PlatformEnd-to-end document and payment management delivered on-demand
Your Organisation
- Compelling, customer centric communications
- Integrates multiple communication channels
- Increase automation and STP
- Same day funds allocation and increased WC- Same day funds allocation and increased WC
- Reduce print, paper and postage costs
- Reduce IT capital, human resource commitments
Your customers
Questions?Q
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