User Requirements from Inbound Document Management ~~~

User Requirements from

Inbound Document

Management

~~~

Market Assessment

February 2009

 2009 by NelsonHall. February 2009

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 2009 by NelsonHall. February 2009

Abstract

The purpose of this study is to analyze user requirements for inbound document management services and to recommend options for vendors in addressing this market. In particular, the study uses user interviewing to establish:

 The document management issues and challenges faced by user organizations

 Satisfaction with existing inbound document management services

 The organization of delivery of inbound document management services

 Current and planned usage of outsourced inbound document management services

 Benefits sought from outsourced inbound document management services and vendor selection criteria

 Perceived vendor capabilities in document management services. NelsonHall’s document management services report is designed for:

 Marketing, sales and business managers developing strategies to target segments of the document management services market

 Executives in purchasing organizations seeking an understanding of document management services offered and vendor capabilities in this area

 Consultants advising purchasing organizations in service and vendor selection.

The geographic scope of this study is the U.S., the U.K. and Continental Europe.

Copyright © 2009 by NelsonHall. All rights reserved. No part of the publication may be reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher.

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NelsonHall exercises its best efforts in preparation of the information provided in this report and believe the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.

 2009 by NelsonHall.

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Table of Contents

Chapter 1: Introduction

1

A. Objectives & Scope 1

B. Methodology 2

C. Structure of the Report 3

Chapter 2: Executive Summary

4

A. Forty-One Per Cent of Organizations Will Evaluate Outsourced Inbound

Document Management Services in 2009 4

B. Restructuring the Delivery of Inbound Document Management 7 C. Improving Management of Workload Fluctuations and Backlogs 10 D. Delivery of Consistent Multi-Channel Inbound Support 11

Chapter 3: Inbound Document Management Issues

12

Chapter 4: Organization of Inbound Document

Management

22

Chapter 5: Current and Planned Usage of External

 2009 by NelsonHall.

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 2009 by NelsonHall.

- 1 -

Chapter

1

Introduction

A

Objectives & Scope

The purpose of this study is to analyze the market for inbound document management services and to recommend options for vendors in addressing this market. In particular, the study uses user interviewing to establish:

 The document management issues and challenges faced by user organizations

 Satisfaction with existing inbound document management services

 The organization of delivery of inbound document management services

 Current and planned usage of outsourced inbound document management services

 Benefits sought from outsourced inbound document management services and vendor selection criteria

 Perceived vendor capabilities in document management services.

NelsonHall’s document management services market assessment is designed for:

 Marketing, sales and business managers developing strategies to target segments of the document management services market

 Executives in purchasing organizations seeking an understanding of document management services offered and vendor capabilities in this area

 Consultants advising purchasing organizations in service and vendor selection. The geographic scope of the study is the U.S., Continental Europe and the U.K.

 2009 by NelsonHall.

- 2 -

Methodology

NelsonHall defines BPO as the outsourcing of business functions or processes to a third party. In order to qualify under this definition, BPO contracts must involve the vendor taking overall responsibility for the business process and not just supplying IT applications or processes to facilitate the process. Typically BPO involves the vendor in employing those personnel involved in delivery of the business process.

Document management BPO is defined as the outsourcing of a document-related process to a third-party.

Document management BPO is segmented into three areas:

 Inbound document capture, verification and distribution, covering:

 Data capture, processing and distribution

 Document storage & retrieval

 Mailroom operations

 Document infrastructure management, covering:

 Reprographics and fleet copier management

 Distributed printer fleet management

 Outbound document management services, which is further divided into:

 Transactional mail: the printing & distribution (both physical and electronic) of transactional mail such as invoices and statements

 Print management: including the print sourcing and procurement, warehousing and distribution of marketing materials and corporate documentation.

Multi-service document management BPO describes the provision of multiple document services by an external services provider.

The approach taken to analyze this market encompassed interviews with 90 user organizations in the U.S., U.K. and Continental Europe.

The profile of user organizations interviewed is shown in Exhibit I-1. Exhibit I-1

Interview Profile

Industry Sector Number of organizations Interviewed

Federal and Central Government departments & agencies

30

Insurance 30

Retail banking 30

 2009 by NelsonHall.

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C

Structure of the Report

The report is structured into the following chapters:

Chapter I: Introduction

Chapter II: Executive Summary

Chapter III: Inbound Document Management Issues, covering user satisfaction and the challenges of delivering inbound document management services

Chapter IV: Organization of Inbound Document Management, covering current and desired approaches to the organization of inbound document management services

Chapter V: Current and Planned Usage of External Services, covering outsourced inbound document management service usage and 2009 buying

intentions

Chapter VI: Services Purchasing & Vendor Selection, covering the benefits required from outsourced services, identification of decision-makers, and vendor perceptions