shifts transforming the office document technology industry
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Shifts Transforming the Office Document Technology Industry. Randy Dazo , Senior Director Solutions & Services. Worldwide industry analyst firm focused on the consumer imaging, office document technology and production printing and publishing industries. UK. Boston. Tokyo. - PowerPoint PPT PresentationTRANSCRIPT
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1 © 2012 InfoTrends www.infotrends.com© 2011 InfoTrends
Shifts Transforming the Office Document Technology Industry
Randy Dazo, Senior Director Solutions & Services
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Boston
UK
Tokyo
Worldwide industry analyst firm focused on the consumer imaging, office document technology and production printing
and publishing industries.
Focused Credible Responsive Visionary
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Transformation – (tran(t)s-fər-ˈmā-shən) the act of change of composition or structure
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MEGA Disruptive Forces
ECONOMY
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North America Employment
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Canada GDP
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MEGA Disruptive Forces
ECONOMY EVOLUTION OF TECHNOLOGY
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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
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Storage Priceshttp://mozy.com/blog/misc/how-much-is-a-petabyte/
$0.05
March 2013
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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
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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….???
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Allowed for the Adoption of These…..
DISRUPTIONProcessing
Storage
Bandwidth
MOBILE
INTERNET NEW MEDIA
CLOUD
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MEGA Disruptive Forces
ECONOMY EVOLUTION OF TECHNOLOGY
ME
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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
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Moving At The Speed of ME - It is ALL about ME
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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
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MEGA Disruptive Forces
ECONOMY EVOLUTION OF TECHNOLOGY
ME
NEW ERA OF
COMMUNICATIONS
AND COMPUTING
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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
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Begin to Transform
From this Old World
To this New World
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Bridging the Paper World to this New World
MANAGEDPRINT
SERVICES
MOBILE
BUSINESSPROCESS
AUTO-MATION
CLOUD
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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
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North America MPS Forecast 2010 – 2015 – Supplies Only
8% CAGR
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North America MPS Forecast 2010 – 2015 – Hardware Print Management
10% CAGR
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North America MPS Forecast 2010 – 2015 – Enhanced
16% CAGR
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Bridging the Paper World to this New World
MANAGEDPRINT
SERVICES
BUSINESSPROCESS
AUTO-MATION
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• 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.
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Identifying Business Process Automation Opportunities
Inform(push)
Decide(process)
Capture(pull)
Internal ExternalConsumers Businesses
Process Control
ProcessComplexity
Low
High
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
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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
InsuranceHQ
InsuranceHQ
AcceptanceDecline
1
2
3
4
5
InsuranceHQ
(Acceptance)
(Declined)
Processing
(Policy Sent)
Basic New CustomerOn Boarding Process
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Q36: How would you rate the importance for each of the following goals and objectives?
9.4%
22.6%
9.4%
58.5%
67.9%
79.2%
84.9%
84.9%
86.8%
15.1%
9.4%
9.4%
26.4%
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
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Q13: For the most part, what is used for the following types of new policies?
35.7%
15.4%
18.5%
41.2%
50.0%
34.6%
33.3%
47.1%
14.3%
50.0%
48.1%
11.8%
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
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26.1%
2.2%
4.3%
6.5%
10.9%
19.6%
30.4%
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
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Business Process Automation Key Summaries
Inform(push)
Decide(process
)
Capture(pull)
Internal ExternalConsumers Businesses
Process Control
ProcessComplexity
Low
High
High Low
Business P
rocess Automation Opportu
nities
Workgroup Departments
• 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
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Business Process Automation Key Summaries
Inform(push)
Decide(process
)
Capture(pull)
Internal ExternalConsumers Businesses
Process Control
ProcessComplexity
Low
High
High Low
Business P
rocess Automation Opportu
nities
Workgroup Departments
• 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
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Bridging the Paper World to this New World
MANAGEDPRINT
SERVICES
BUSINESSPROCESS
AUTO-MATION
CLOUD
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IT Evolution
source: smart-future.org
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….that print mimics…
source: smart-future.org
Centralized Print
Decentralized Print – Distribute and Print
Mega Decentralized MFD Environment
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The Cloud Connects People with ProcessesIT
Outsourcer
Agency
HRO
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Bridging the Paper World to this New World
MANAGEDPRINT
SERVICES
MOBILE
BUSINESSPROCESS
AUTO-MATION
CLOUD
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Workgroup Mobile Solutions
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Mobile Output Printing Categories
Mobile Cloud - Open
Mobile Pull Printing
Mobile Enterprise Printing - Closed
WiFi/IP Printing
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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
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eForms
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eSignatures
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Mobile Cloud Document Management Solutions
Mobile Cloud CreationCloud Repositories
Cloud CollaborationSocial Document Management
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Mobile Device Management Companies
General MDMSolutions
MobileSecurity
MDMUsage Tacking
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The Solutions Framework
Multifunction Devices, Single Function Scanners, Mobile, IT
BPA
Dev
ice
M.
Paper Input Capture
IDR/Data Classification
Workflow
Info
/ A
naly
tics
Content Data Analytics
Ent.
Mobile Input/Capture
Vertical Enterprise Software
Electronic InputMul
ti-C
hann
el
Inpu
t
MFP DMServices
Mobile DMServices
IT DMServices
Horizontal Enterprise Software
Cloud, ECM, EDM Software
Mobile/Social AnalyticsPrinting Analytics
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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
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Any Questions????