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DOCUMENT

M A N A G E R

Dm

www.document-manager.com

DOCUMENT MANAGEMENT

IMAGING & CAPTURE

WORKFLOW/BPM

CONTENT MANAGEMENT

Digital patient records:

A shot in the arm?

AI Strategies:

Joining the dots

Market focus:

Making Tax Digital

Intelligent Automation:

Smart MFDs can help

NEWS • PRODUCT FOCUS • USER PROFILE • INTERVIEWS

ISSN 1351-3222 Vol 30 No 3 May/June 2022


Fujitsu

Scanning

Solutions

Fujitsu Fujitsu scanners scanners have a have well a deserved well deserved reputation reputation

for being for the being most the reliable most reliable and hard-wearing

and hard-wearing

devices devices on the on market, the market, offering offering transparency, transparency,

compliance, efficiencies and cost savings

For more information please visit emea.fujitsu.com/scanners

iX1500/iX1600 – Intuitive

iX1500/iX1600 scanning at iX1500/iX1600 – Intuitive your –

scanning

iX1400 – Beautifully fingertips at your scanning iX1500

iX1500/iX1600 – Intuitive

at y

simple, effortlessly

fingertips

scanning at your

fingertips sca

iX1500/iX1600 – Intuitive – Intuitive

iX100 – Ideal for

iX1500/iX1600 fingertips – Intuitive efficient

iX100 iX100 – Ideal – Ideal for for

iX1500/iX1600 iX1300 scanning scanning

– Premium scanning – at Intuitive your at your at your

community

iX100 workers

iX1500/iX1600 iX1500/iX1600 – Intuitive – Intuiti

– – Ideal for

personal

scanning fingertips

desktop

at fingertips your

S1100i community community iX100 workers – workers Ideal for

scanner fingertips scanning at scanning your

S1100i

S1300i

at your

community community workers

workers

workers iX100 – Ideal for S1300i

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S1100i

S1300i

fingertips

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fingertips

iX100

–– Ideal S1100i

for for

S1300i

S1100i S1100i – Ideal for

community workers

S1300i S1300i

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workers

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community workers iX100 S1100i –

iX100

Ideal


for

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community

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your

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workers

S1100i

S1300i

scanning

fingertips

at your

community S1100i workers

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fingertips

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S1300i SP-1120N / SP-1125N/

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SP-1120N / SP-1125N/

N7100 – sharing Information made easy

SP-1120N SP-1130N

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sharing made easy sharing made – Information

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made easy

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easy

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ID capture Network Scanner

customer facing

easy – Information SP-1130N SP-1120N / SP-1125N/

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made

Series

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fi-800R

capture and network fi-7300NX scanning – Web based document

environments

fi-7700

fi-800R for GP surgeries

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fi-800R

fi-7160 – Best selling

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Fujitsu’s best-in-class scanner driver and document fi-7800/ capturing fi-7900 – Ideal software

Fujitsu’s best-in-class scanner For more for heavy duty scanning

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– Web based and document document please capturing email us at software

fi-800R– Fujitsu’s Great for best-in-class fi-7300NX environments

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Dm

COMMENT

Editor:

Dave Tyler

david.tyler@btc.co.uk

Sub Editor:

Mark Lyward

mark.lyward@btc.co.uk

Welcome to the May/June issue of

Publishing Director:

John Jageurs

Document Manager magazine,

john.jageurs@btc.co.uk

Sales Manager:

which as ever is straining at the

Abby Penn

seams with opinion pieces, case studies,

abby.penn@btc.co.uk

Lead Designer

product reviews and more from all corners of

Ian Collis

our sector. At one end of the spectrum we

ian.collis@btc.co.uk

Circulation/Subscriptions:

take a look at some new research into the

Christina Willis

'secret life of the fax' - if, like me, you thought

christina.willis@btc.co.uk

Managing Director:

the fax machine was long dead, you may be

John Jageurs

in for a rude awakening. As eFax's Scott Wilson comments in the

john.jageurs@btc.co.uk

article: "… fax providers have had to develop an infrastructure that

Published by: Barrow &

guarantees business users the most secure, private, and legally

Thompkins Connexion Ltd

35 Station Square,

compliant way to transmit their confidential data to clients,

Petts Wood

vendors, partners, and other third parties." Could

Kent BR5 1LZ

Tel: 01689 616000

security/compliance be the core benefit that keeps the fax alive?

Fax: 01689 826622

Elsewhere we look at AI strategies, and specifically the need to

Subscriptions:

apply properly considered context to any planned project. Done

UK: £35/year, £60/two years,

£80/three years

properly, AI use will drive the next, more ambitious waves of

Europe: £48/year, £85 two

intelligent content and related process automation, as SER's John

years, £127 three years.

ROW:£62/year, £115/two

Bates explains: "As enterprises move beyond the low-hanging fruit

years, £168/three years

in their AI ambitions - in other words, beyond superficial, RPAbased

automation (with its emphasis on screen-scraping/cutting-

Published 6 times a year.

Single copies can be bought

for £8.50 (includes postage &

and-pasting of content rather than on understanding and

packaging). No part of this

magazine may be reproduced

modelling its semantics) - the focus must shift to cross-enterprise

without prior consent, in writing,

from the publisher.

integration and contextualisation."

©Copyright 2022 Barrow &

And these are just two of the thought-provoking pieces you'll find

Thompkins

in this issue. We also investigate the drive to include scanning and

Connexion Ltd

capture in your organisations' plans to comply with the recent

Articles published reflect the

Making Tax Digital initiative from HMRC, the increasing need for

opinions of the authors and are

not necessarily those of the

'smarter' MFDs, and the way that the general shift towards a cloud

publisher or his employees. While

every reasonable effort is made

infrastructure is impacting the management of print services.

to ensure that the contents of

We take a close look at what's happening with digital patient

articles, editorial and advertising

are accurate no responsibility can

records and how they are - at long last - delivering not just

be accepted by the publisher for

errors, misrepresentations or any

operational efficiencies but also cost savings. In another

resulting effects

management piece Storetec's Grace Schneider discusses archival: if

you still run an on-premise archive room within your business, you

are almost certainly making a mistake, argues Grace. Outsourcing it

to external experts can not only save money, but make your archival

operations more efficient, more secure and more accessible.

There's more, of course, so why not dip into this issue now - we're

confident there will be something of interest to all our readers.

Dave Tyler

Editor

david.tyler@btc.co.uk

www.document-manager.com

May/June 2022

@DMMagAndAwards

3


Dm CONTENTS

C O N T E N T S

MAY/JUNE

8

10

12

16

18

.....................................................................................................................................................................................................

EVENT: DM AWARDS 2022……………..........................................................…….6

The DM Awards returns to London in November - read on for all the categories, as well as

the all-important dates for your diary

REVIEW: BROTHER ADS-4900W………..........................................................…….8

MARKET FOCUS: HEALTHCARE………......................................................……….10

Vijay Magon of CCube Solutions describes how digitised patient records are boosting NHS

efficiency while generating savings

STRATEGY: ARCHIVING………..................................................................……….12

Now is the time to give up on your on-site archive room, argues Grace Schneider

of Storetec

RESEARCH: PRINT SERVICES…….......................................................................…14

According to the latest report from Quocirca, 80% of businesses expect to use cloud-based

print management as the overall balance of IT infrastructure shifts to the cloud

CASE STUDY: WOLSELEY……........................................................................……16

Plumbing, heating and cooling supplier Wolseley plans to move all customers to eBilling

this year

MARKET FOCUS: MAKING TAX DIGITAL…….................................................……18

Scanning and capture can enhance the ability of any organisation to address the

requirements of the HMRC's Making Tax Digital scheme, explains Andrew Cowling of

PFU (EMEA)

CASE STUDY: HILLCREST GROUP……….........................................................……20

Housing association Hillcrest Group has been able to rapidly upgrade its digital processes to

match its corporate aims and values

STRATEGY: SMART MFDS……………….......................................................…….22

Gabriela Garner, Product Marketing Director at Kofax, explains how applying intelligent

automation capabilities to MFDs can 'accelerate the journey to your future vision'

MANAGEMENT: DISASTER RECOVERY………..................................................…..24

Backup your data - and help keep your business safe, says Joe Noonan, Product Executive,

Backup and Disaster Recovery, Unitrends and Spanning

CASE STUDY: CROWN BRIDGES LIGHT RAIL ALLIANCE……….........................…..26

A metadata-driven document management platform from M-Files is delivering efficient

information management and optimising collaboration for Finland's Crown Bridges Light

Rail Alliance

STRATEGY: AI ……….......................................................................................…..28

Too much of the focus even for powerful 'deep learning' applications today is in silos and

fails to join the dots across the enterprise, says Dr John Bates of SER Group

CASE STUDY: ROYAL MARSDEN HOSPITAL…….................................................…30

This leading global cancer hospital is increasing clinical and administrative efficiencies by

enabling a complete digital patient record with the help of Hyland Healthcare

MANAGEMENT: CONSOLIDATING CONTENT……............................................….32

Whatever the reasons for implementing content or document management, argues Ian

Portman of fme, successful project delivery depends as much on understanding what you

don't need as on what you do

RESEARCH: FAX………….................................................................................….34

Fax remains a pervasive technology underpinning vital business processes and productivity,

according to recent research

4 @DMMagAndAwards May/June 2022 www.document-manager.com


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Dm EVENT: DM AWARDS 2022

Save the date

The DM Awards returns to London in November - read on for all the categories, as

well as the all-important dates for your diary

It seems like hardly any time has passed

since our last DM Awards night, but

here we are getting ready to open

nominations for the 2022 event.

As ever, the intention is to reward the

technologies, tools and solutions that

showcase the very best in the document

and content management industries.

Like you, we had hoped that the world

would be much further down the 'back to

normal' road after a couple of very

challenging years, but of course there are

still big issues out there - which makes us

all the more determined to make this

year's awards an event to remember for all

the right reasons.

The DM Awards is, as always, an

opportunity to think anew about the

players in the industry who you feel have

supported or assisted you most and who

have upheld the traditions of the industry,

and in times like these we believe this is

more important than ever before.

Building on the success of previous years,

we will again be inviting project

applications to be considered by our panel

of independent judges (NB: If you wish to

submit an entry for the Project of the Year

categories, please send them direct to

Abby at the below email address).

Most categories of course will still be

decided by the most important people of

all: you, the readers of Document

Manager magazine and the clients of

those companies big and small who will

be competing for the top honours.

Featuring 29 categories, this year's DM

Awards allow companies from every sector

of the industry to seek recognition for

their efforts over the past 12 months. See

the next page for the full list of categories.

The DM Awards 2022 timeline is as

follows:

21st June, nominations open

31st August, nominations close

6th September, finalists announced

and voting opens

4th November, voting closes

17th November, DM Awards ceremony

DM editor David Tyler comments: "It can

seem like a cliché to suggest that an

awards ceremony can mean very much

outside of a mutual back-slapping

opportunity for industry insiders, but I

genuinely believe that the DM Awards

helps us bring together a sector that is

already one of the most mutually

supportive and positive industries I cover

as a technology journalist.

"We know that the solutions being talked

about at the DM Awards are bringing real

world benefits not just to business bottom

lines, but to how people all over the world

are working and indeed living their lives.

This is a truly revolutionary industry to

work in, and this night is a reminder of

that for all of us."

If your organisation would like to be

involved in sponsoring or otherwise

supporting this leading industry event

then please contact Abby Penn at the

office on 07861 682 066 or

abby.penn@btc.co.uk. Be sure to get in

soon, as these sponsorship slots always

sell out fast!

More info: www.dmawards.com

6

@DMMagAndAwards

May/June 2022

www.document-manager.com


EVENT: DM AWARDS 2022 Dm

DM AWARDS 2022 CATEGORIES

One to Watch - Company of the Year

One to Watch - Product of the Year

Accounts Payable/Invoicing Product of the Year

Workflow/BPM Product of the Year

Enterprise CMS Product of the Year

Open Source Document Management Software of the Year

Low-Code Document Management Software of the Year

Print Fleet Management Solution of the Year

BPO/Outsourcing/Bureau Business of the Year

Data Capture/Recognition Product of the Year

Records Management Product of the Year

AI Product of the Year

RPA Product of the Year

Service/Support Company of the Year

Storage Product of the Year

Compliance Product of the Year

Channel Partner of the Year

Imaging Product of the Year: High Volume

Imaging Product of the Year: Desktop/Portable/Other

Imaging Product of the Year: Workgroup/Departmental

Mobile Capture Product of the Year

Software Product of the Year

Hardware Product of the Year

Editor's Choice

Marketing Team of the Year

Project of the Year - Private Sector

Project of the Year - Public Sector

Product of the Year

Company of the Year

MORE INFO: WWW.DMAWARDS.COM

www.document-manager.com

May/June 2022

@DMMagAndAwards

7


Dm REVIEW: BROTHER ADS-4900W

Brother ADS-4900W

Brother's latest range of desktop

scanners aim to deliver high speed,

ease of use and secure connectivity,

all in a small and lightweight package.

The device we looked at for review is the

'top of the series' ADS-4900W, which

offers scan speeds up to 60ppm (120

images per minute duplex) and a highly

impressive daily duty cycle of up to 9,000

pages (a significant improvement on

previous models).

The full range includes the ADS-4100

desktop scanner and the ADS-4300N

ethernet-connected scanner, alongside

the ADS-4500W and ADS-4700W, with

the ADS-4900W at the top of the pile

speed- and connectivity-wise. While

some in the range might appear to target

small office or home users (or indeed the

growing hybrid workforce), the ADS-

4900W is clearly a workgroup or

departmental device, despite its small

footprint (less than a foot wide). The ADF

will comfortably hold 100 sheets of

standard A4 documents.

It will of course also handle a variety of

document sizes and types including

letter, legal, business cards, driving

licenses, receipts and photos. Multi-page

feed sensors ensure that inadvertent

jams are avoided, and user intervention

is minimised.

Connection is via USB direct to a PC, or

ethernet, or wi-fi. Wi-fi setup is

remarkably intuitive and we had the

scanner on our network in a couple of

minutes. The wi-fi is dual-band which

can be useful in organisations trying to

spread the load across 2.4GHz and

5GHz.

8 @DMMagAndAwards May/June 2022 www.document-manager.com


REVIEW: BROTHER ADS-4900W Dm

All of the scanners in the range feature

a large (4.3") and easy to navigate

colour touchscreen, conveniently

positioned right in the middle of the

scanner front panel, with 2 pages of

'Basic' connections pre-configured out of

the box as well as 6 more pages that can

be customised to the users' preferences.

This allows the user to set up a huge

selection of custom one-touch options

to frequently used scan destinations. The

touchscreen includes 3 buttons (Back,

Home and Stop), and the only other

control on the scanner is the power

button (also right on the front of the

device) - simplicity itself.

We were particularly impressed with the

'scan to mobile' function, which displays

a QR code on the scanner screen that

can then be used to access the

documents that have been scanned and

uploaded to Brother's cloud service. We

were able to view searchable PDFs on an

Android phone just seconds after

scanning on the ADS-4900W.

Of course all the 'usual' connectivity

options are there as well: scan to

document, spreadsheet or presentation,

SharePoint, as well as searchable or

secure PDF formats, email, JPG, TIF or

TXT etc. Cloud services available include

Google Drive, OneNote, Box, Expensify,

Evernote, OneDrive and Dropbox. Scans

can even be sent straight to a connected

USB stick if required. In essence,

whatever option you might need from a

scanner, these devices will almost

certainly include it.

The new range is TWAIN-compatible as

we would expect, allowing for

straightforward integration into any

organisation's existing document

infrastructure. Image processing too is

comprehensive: blank page skip, hole

punch removal, background colour

dropout, automatic deskew and rotation

are all available.

Bundled software available with the

ADS-4900W is pretty much what users

would expect from a device at this level,

and everything you could need is there:

OCR is via Kofax PaperPort, while

Brother's own utilities include

ScanEssentials, Mobile Connect and for

workflow/cloud integration, iPrint&Scan.

Importantly for any network-connected

device, the ADS-4900W utilises TLS

security to ensure safe connection

between the scanner and network,

meaning users can feel sure that the

content of their scanned documents is

always secure. In regulated industries or

healthcare settings, such considerations

have long since moved from 'nice to

have' to 'absolutely essential, of course.

The range also includes device

management functionality designed to

better enable mass distribution of device

configurations, security settings,

firmware updates and the like - essential

for managing network-connected/shared

scanning environments.

Brother is positioning these new devices

as 'versatile, reliable and affordable', and

it's a pretty good summary of the ADS-

4900W. It's hard to envisage a

scanning/capture task that this device

won't be able to do - and do well. The

interface is slick and intuitive, and the

scanner itself delivers very high quality

results very quickly - to almost anywhere.

If it is Brother's intention with the new

range to broaden its appeal to

customers who might have previously

seen them as primarily a printer vendor,

then the ADS-4 range is very well

positioned to help them achieve that

goal and expand their market.

More info: www.brother.co.uk

VERDICT

The ADS-4900W and the others in the new range offer serious scanning capabilities and impressive performance

combined with a vast array of connectivity options - but it is important to recognise that Brother has in no way

sacrificed security and compliance for accessibility. We feel that they've got the balance exactly right.

www.document-manager.com

May/June 2022

@DMMagAndAwards

9


Dm MARKET FOCUS: HEALTHCARE

A shot in the arm for healthcare providers

Vijay Magon of CCube Solutions describes how digitised patient records are

boosting NHS efficiency while generating savings

The efficient flow of patient records is

integral to the NHS ecosystem: files

are constantly in circulation between

hospital wards, clinics and offices, as

patients attend appointments, medical staff

make clinical decisions and secretaries type

up notes. But the physical nature of patient

records brings problems. Documents can

be mislaid in transit, misfiled or just

degrade over time while ongoing costs rise.

It's easy to see how any of these

occurrences could have repercussions for

budgets, staff, and patients.

Over 80% of healthcare organisations

say that their hospital has been impacted

by incorrect or missing data, due to paper

processes in the last 12 months.

Productivity, teamwork, and the patient

experience are constantly at the top of

every healthcare organisation's priority list.

The problems have been further

compounded during the pandemic -

digital health records do help to reduce

face-to-face contact to protect patients

and staff, minimise the risk of Covid-19

infection, and offer practitioners the

ability to access patient information

anywhere without compromising the

integrity of care provided. That's why the

future must include 'paper-lite' initiatives

that comply with regulations and help

increase patient care quality.

CCube Solutions has been working in

the NHS secondary care sector for more

than two decades. As an independent UK

SME we have a proven track record of

working with the NHS to make this flow

of information faster, more secure, more

reliable and cost effective. Our EDRM

software currently holds and manages

over 450 million documents for 33 million

patients across 30 NHS organisations.

The process has a huge impact on

efficiency. Appointments can run more

smoothly, meaning more patients can be

seen throughout the day. Meanwhile, less

paper means less space taken up by shelf,

cabinet and trolley storage, freeing up

room for both staff and in-demand beds.

Hospitals across the UK have reaped the

financial benefits, too.

In 2009, CCube began working with St

Helens & Knowsley Teaching Hospitals

NHS Trust to digitise its records. More

than 52 million pages of medical

documents were digitised, with 7,000

documents no longer being handdelivered

each week. By the end of the

project, the trust had become the first in

the UK to stop using paper records in

clinical practice, achieving £1.4m annual

savings from a £1.2m investment.

CCube's EDRM can also be embedded

within other digital patient record

systems, such as Cerner's Millennium. At

Milton Keynes University Hospital NHS

Foundation Trust, 3,800 staff can access

legacy patient records contained in the

CCube system but view them from within

Millennium. Clinicians now just press the

EDRM tab within the Millennium menu

and the EDRM viewer immediately

displays CCube's patient record.

Debbie Phillips, Milton Keynes

University Hospital's CCIO and

consultant surgeon, comments: "The

importance of opportunities to save

clinical time within a digital system can't

be underestimated given the number of

patients we have to treat."

Digital technologies are helping to:

a. Minimise handling of physical notes

and records and ensure that patient

information is available at the point

of need;

b. Support remote consultations and

Virtual Clinics - seen as crucial for

reducing unnecessary outpatient visits,

saving time and money for patients

and the health service;

c. Ensure delivery of care to non-Covid

patients can continue, to help avoid

issues in the future and minimise

revenue losses.

More info: www.ccubesolutions.com

10 @DMMagAndAwards May/June 2022 www.document-manager.com


Capture.

Optimise.

Collaborate.

Document digitisation made

easy with our desktop document

scanner range.

www.brother.co.uk/desktop-scanners

Expertly designed with businesses in mind,

our scanners help to streamline business

processes whilst providing an effortless,

user-friendly experience.

They allow intelligent capture and optimisation

of the contents of documents and easy

collaboration with colleagues. Whether it’s

2-sided A4, business cards, receipts or batch

scanning multi-page documents, you can be

confident that this range will support all

businesses scanning needs.

Visit Brother.co.uk for more

information


Dm STRATEGY: ARCHIVING

Exposing the hidden costs of archiving

Now is the time to give up

on your on-site archive

room, argues Grace

Schneider

of Storetec

Storing reams of documents in your

office or archive rooms is rapidly

becoming outdated. The waste of

valuable space is just one aspect of the

drain on resources, but the true cost is

often hidden. One of our clients

recently undertook a cost analysis to

look at the true cost of generating and

storing their documents on-site and the

results were surprising. The final

calculations were that each lever arch

file costs around £16.00 in raw

materials (folder, paper, printing etc.)

and it attracted 2.5 hours of staff

labour to compile, handle and access in

the first 12 months of its life. Storage

costs were estimated as 1 lever arch file

costing £5.36 per year to hold in their

office in central Birmingham. After 12

months the lever arch files were boxed

up, an inventory list created and the

boxes disappear off to the archive

rooms, incurring more cost in wasted

space and staff time.

2022 saw this organisation looking to

move premises as they have run out of

room. Following our site survey, we

pointed out that 21% of their current

office footprint is taken up with storing

paper documents, and many of their

processes can be dramatically improved.

The result is that they have shelved the

planned move for 12 months to see

what impact our combination of off-site

document storage, document scanning

and cloud-based document

management can deliver.

For many businesses document

scanning may not be the right approach

for all of the paperwork - after all if the

likelihood is you'll never need to look at

the document again, why scan it?

Physical document storage still has a

part to play in our modern business

world, but only if used in conjunction

with a wider document management

strategy. The out of sight, out of mind,

paper dumping grounds of the past

need to be avoided at all costs.

So, what would be the benefits of

12

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May/June 2022

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STRATEGY: ARCHIVING Dm

holding your paperwork away from the

office?

Increase office space - Instantly get

back your office space. It is always at a

premium with every business. With

your archive in storage, it frees up

valuable office space and makes your

organisation more agile. With the

increase in hybrid working and hotdesking,

there may be an opportunity

to even downsize your office space

requirements.

Manage document retention periods -

Most reputable off-site storage

providers will provide you with access

to a cloud-based record management

system. From this system you can run

reports to identify records in storage

that have passed their retention

periods, request new collections, order

retrievals in either paper or scanned

form and generally manage your paper

archive without having to see it every

day.

Security and protection - Your storage

provider's facilities should be designed

with a number of security features to

give the best possible protection for

your documents. These should include

internal and external CCTV, monitored

fire and intruder alarms and restricted

access controls. You should also

request to visit the facility and see your

own boxes. Many companies have

been caught out in the past by

suppliers telling them they had the

latest, most secure facilities, when, in

reality, the truth was very different. If

you are not allowed to visit, don't give

them your boxes.

Accessibility - In case you need urgent

access to your information does the

off-site storage provider offer a fast

Scan-On-Demand service? In most

cases you just need to see the

information on your documents to

answer that important question or

query. Having the documents scanned

and returned electronically within a

few hours gives you all the benefits of

document scanning without the

upfront digitisation costs. It also

means that you don't have to worry

about having an office full of archive

boxes again.

A perfect home for the scanned

information would be a document

management system as this delivers

instant searchability and 24-hour

access, perfect for hybrid working.

Having a well-structured cloud-based

document management system

eradicates the need for organisations

to rely on paper records which typically

take up valuable office space. Your

supplier can duplicate your physical

filing structure into the cloud making

your documents even easier and

quicker to find.

If as you look around your office it's

awash with paper, there are

alternatives to consider which don't

cost the earth but will deliver positive

changes. Is off-site storage something

you are considering? Storetec can

collect your boxes from your current

storage location, you don't need to lift

a finger; we'll even shred the paper

documents when they have ended

their retention period. If you have a

storage project in mind, or would just

like to explore the options, get in

touch with us at Storetec.

More info: www.storetec.net

www.document-manager.com

May/June 2022

@DMMagAndAwards

13


Dm RESEARCH: PRINT SERVICES

Hybrid working

pushes print

management

to the cloud

According to the latest

report from Quocirca,

80% of businesses expect

to use cloud-based print

management as the

overall balance of IT

infrastructure shifts to the

cloud

The majority of

organisations will

operate a fully or mostly

cloud-based IT environment by

2025, according to the latest Cloud

Print Services 2022 Report from global

market insight and research company

Quocirca.

Businesses are seeking resilience, cost

savings, and the flexibility to support a

hybrid workforce without

compromising security. As a result, one

in five say they will fully transition their

IT environment to the cloud by 2025;

while 41% will 'mostly' transition. This

compares to the situation today, where

6% are fully in the cloud and 21% are

mostly in the cloud, meaning the

overall balance between cloud and onpremise

infrastructure will switch in

favour of the cloud within the next

three years.

Adoption of cloud print management

is also gathering pace. A cloud print

management platform has already

been implemented by 43%, a strong

increase from 29% who had done so in

2021. A further 37% are planning to

implement cloud print management,

making it the solution of choice for

eight in ten IT decision-makers overall.

The study also found that:

Cloud services are the top

investment priority in the coming

year, cited by 31%.

45% have implemented remote

print job submission to support

hybrid workers.

87% believe the cloud to be a lot

more, or somewhat more, secure

than an on-premise platform.

Cloud print deployment forms part

of

their

sustainability

strategy for 80%

of respondents.

Cloud provision is a key

MPS supplier selection factor,

with 38% saying it influences

their choice of MPS provider.

40% say transitioning print services

to the cloud is a key driver for MPS

adoption.

Commenting on the research findings,

Quocirca Research Director Louella

Fernandes says: "There has been a swift

acceleration in the pace of cloud

adoption, and particularly where cloud

print management is concerned. The

combined drivers of the need to

support the hybrid workplace with

secure, flexible infrastructure, and to

enhance sustainability strategies, have

acted as a catalyst and we expect

momentum to continue."

MPS MATURITY DOES NOT EQUAL

CLOUD MATURITY

The study found that organisations

with a fully outsourced Managed Print

Service were less likely than those using

a hybrid approach to have switched to

a cloud-based print environment. More

than half (52%) of fully outsourced

MPS customers are still operating their

print environment fully on-premise,

14

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RESEARCH: PRINT SERVICES Dm

compared to only 31% of those with a

hybrid set-up where part of the print

environment is managed in-house.

Louella adds: "There is a clear

opportunity here for MPS providers to

support their customers through the

transition. However, the more

traditional MPS providers may not

have the necessary cloud expertise to

act on this opportunity. Unless they

invest rapidly in developing a cloud

offering, they will find themselves at a

disadvantage compared to

competitors who are more cloudready.

Certainly, with 40% of

respondents saying that moving to the

cloud is a top benefit of MPS, those

providers that cannot meet this need

will suffer."

ADOPTION VARIES BETWEEN

COUNTRIES AND SECTORS

The research showed levels of cloud

adoption vary between geographies

and sectors. The US is most mature on

cloud print adoption - 56% have

adopted it. In the UK 40% of

respondents use cloud print

management already and 28% plan to

do so. Germany is the least mature,

with just under one-third (32%) of

respondents already using cloud print

management.

INVESTMENT AND EDUCATION

NEEDED

Quocirca's Cloud Print Services Report

2022 contains valuable

recommendations for buyers and

suppliers to guide a successful shift to

cloud print deployment. Buyers need

to be confident that proposed

solutions meet the accessibility,

"THERE HAS BEEN A SWIFT ACCELERATION IN THE PACE OF CLOUD

ADOPTION, AND PARTICULARLY WHERE CLOUD PRINT MANAGEMENT IS

CONCERNED. THE COMBINED DRIVERS OF THE NEED TO SUPPORT THE

HYBRID WORKPLACE WITH SECURE, FLEXIBLE INFRASTRUCTURE, AND TO

ENHANCE SUSTAINABILITY STRATEGIES, HAVE ACTED AS A CATALYST

AND WE EXPECT MOMENTUM TO CONTINUE."

security, and analytics requirements of

the hybrid workplace.

Suppliers, including OEM vendors

and channel businesses, must ensure

that they address the multi-cloud

needs of businesses, as most are not

yet fully cloud-native. Integration with

existing security systems and the

ability to support zero trust

configurations is also essential. This

may require partnerships with

specialist cloud providers and

businesses must be open to

developing a strong partner

ecosystem to fully support evolving

customer needs.

The report contains in-depth

coverage of cloud print service

offerings from major print

manufacturers and independent

software vendors including: Canon, HP

Inc., Konica Minolta, Lexmark, Ricoh,

Xerox, Thinprint/ezeep, Kofax, MPS

Monitor, MyQ, NT-Ware, Papercut,

Process Fusion, Vasion (PrinterLogic).

Readers of Document Manager

magazine can access a complimentary

Executive Summary of the report at

the following URL:

https://print2025.com/reports/quocirca

-cloud-print-services-landscape-2022/.

More info: www.quocirca.com

www.document-manager.com

May/June 2022

@DMMagAndAwards

15


Dm CASE STUDY: WOLSELEY

A frictionless flow

Plumbing, heating and cooling supplier Wolseley plans to move all customers to

eBilling this year

Wolseley, the leading supplier of

plumbing, heating and cooling

products, intends to encourage

all its customers to switch to eBilling thanks

to a new one-stop solution implemented in

partnership with Macro 4. The new system

offers comprehensive self-service facilities

and an improved customer experience.

Within six months 14,500 customers who

were using Wolseley's older third-party

eBilling service have switched to the new

Macro 4 system. The objective over the next

12 months is to transition the rest of its

paper-based billing customers to digital.

"We produce around 1.4 million invoicing

and proof of delivery (POD) documents for

our customers every month," said Roger

Connett, CTO at Wolseley. "It's much more

efficient all round to make this information

available digitally rather than on paper, and

of course there is a huge cost and

environmental benefit. Macro 4 has helped

us to show customers that it's a better

alternative by making the eBilling process

frictionless and a pleasure to use."

Previously Wolseley had outsourced its

eBilling to a third-party document

management company. However, only

around a third of invoices were being sent

electronically and getting more customers

to switch was proving difficult. It was felt

that a more user-friendly service that

offered greater functionality to customers

would encourage take-up by customers.

Part of the issue was that previously only

outstanding invoices could be viewed

online via self-service and even these

disappeared from the system once paid.

PODs were not available online at all,

which was unhelpful for customers

wanting to keep track of their finances.

The limited self-service also led to staff in

Wolseley's branches spending significant

time and effort handling customer

requests for email and paper copies of

documents - especially PODs.

The new eBilling solution is based on

Macro 4's Columbus enterprise information

management software. It is designed to be

simple and easy to use with an improved

customer experience and a user-friendly

registration process to encourage adoption.

Customers can sign up to the eBilling

service, which Wolseley has branded

eDocuments (eDocs) on the

Wolseley website. They can choose to have

their documents automatically emailed on

a daily, weekly or monthly basis and they

also have access to a self-service portal

where they can view all their invoices,

credit notes, statements and PODs for the

last seven years.

"Many customers have commented on

how easy the new system is to use, as well

as how convenient it is to view invoices and

corresponding PODs in one place," said

Roger. "There is a marked improvement in

the overall customer experience."

New customers are now automatically

signed up to paperless billing and Wolseley

is confident that with the improved

functionality and better experience

delivered by the Macro 4 solution the

company has the technology and systems

in place to meet its digital transformation

goal of going fully paperless.

As more customers sign up, Wolseley

expects to reap the full benefits of going

digital, including savings in paper and

postage and a reduction in the carbon

footprint. The company also expects that by

making it easy for customers to access

documents online there will be fewer

payment delays and improved cash flow.

More info: www.macro4.com

16 @DMMagAndAwards May/June 2022 www.document-manager.com


www.ccubesolutions.com

DELIVERING

DIGITAL

HEALTHCARE

CCube software suite currently manages

some 450 million documents containing over

52 billion pages for 32 million patients

across 30 NHS organisations around the UK.

Some of our NHS sites have been using the

solution for over 20 years. Data on realisable

benefits, from just three of our sites, shows

a collective saving of c.£35M over 10 years.

COMPLIANT & ACCREDITED

RECOGNISED BY THE INDUSTRY


Dm MARKET FOCUS: MAKING TAX DIGITAL

Tax in the Digital Revolution

Scanning and capture can enhance the ability of any organisation to address the

requirements of the HMRC's Making Tax Digital scheme, explains Andrew Cowling of

PFU (EMEA)

For centuries, accountancy has been a

paper-based business. Invoices,

receipts, cash, ledgers… the list goes

on. However, the last few decades have

seen an incredible acceleration into

digital services - YouTube, Spotify, online

banking - and accountancy too is moving

in that direction!

The UK government - or more specifically

HMRC - wants to become one of the most

digitally advanced tax administrations in the

world. They've introduced a scheme called

'Making Tax Digital' which aims to make

fundamental changes to the tax system in

order to reduce administration and become

more effective, more efficient and easier for

businesses to get their tax right.

SO WHAT IS MTD?

Making Tax Digital (MTD) is the

government's strategy to digitise the tax

administration system for VAT, Income Tax

(self assessment) and Corporation Tax for

businesses and individuals.

Since the 1st April 2022 all VAT

registered UK businesses are required to

keep digital records and submit their VAT

returns digitally. The deadline is also fast

approaching for self-employed businesses

and landlords with a business or property

income above £10,000 per annum, as

they must comply with the MTD rules by

April 2024.

What do we mean by digital records?

Well, traditional bookkeeping has been

literally that - information, dates and

figures were recorded by hand in a paper

format - usually in a book. Invoices and

receipts were also kept in paper format.

Making this information digital means

converting the paper records into a digital

format which can be shared, edited and

viewed easily and securely on a computer,

tablet or mobile phone.

THE PROBLEM WITH PAPER

Before we look at how to convert paper

into a digital format, what problems do

paper-based records cause?

Firstly, there's the physical aspect. Paper

files can take up enormous amounts of

space: filing cabinets, stuffed plastic wallets

- even carrier bags!

Secondly, invoices and receipts take time

to search through. Misfiled or lost

documents can waste hours of time, and all

of this administration is costing your

business time and money.

Thirdly, paper records are prone to data

errors: one figure in the wrong place can

reduce accuracy, potentially leading to fines

through filing inaccurate information.

Finally, if there's a disaster such as fire,

flooding or theft whilst the documents are

in storage, those paper files are lost forever.

HOW TO DIGITISE YOUR PAPERWORK?

Scanning your invoices, receipts and

records converts it to a digital format,

enabling a much easier transition to

Making Tax Digital. Documents, files, and

records can all be quickly and efficiently

scanned and indexed through the use of a

high speed paper scanner. After scanning,

these documents can be securely and easily

accessed via a computer, and if your data

has been typed, the scanning process will

convert the words into text data, so you

can even search throughout the documents

for a single word in a single page instantly -

try doing that with a paper file!

Using this digital data in conjunction with

a specialist software solution, your scanned

documents can be indexed and organised,

meaning that it's much quicker to find

specific information and reducing the

possibility of manual inputting errors.

Paperwork no longer needs to be stored,

increasing your office space and offering

greater security of data.

18 @DMMagAndAwards May/June 2022 www.document-manager.com


MARKET FOCUS: MAKING TAX DIGITAL Dm

"SCANNING YOUR INVOICES, RECEIPTS AND RECORDS CONVERTS THEM TO A DIGITAL FORMAT, ENABLING A MUCH

EASIER TRANSITION TO MAKING TAX DIGITAL… USING THIS DIGITAL DATA IN CONJUNCTION WITH A SPECIALIST

SOFTWARE SOLUTION, YOUR SCANNED DOCUMENTS CAN BE INDEXED AND ORGANISED, MEANING THAT IT'S MUCH

QUICKER TO FIND SPECIFIC INFORMATION AND REDUCING THE POSSIBILITY OF MANUAL INPUTTING ERRORS."

MTD software offers a solution to save

time by automating your key financial

processes, which allows you to focus on

developing your business. Fujitsu's market

leading scanners and PaperStream

capture software can play a vital role in

this automation.

WHAT SCANNER TO USE

Fujitsu specialises in automatic document

scanners and offers a full range of devices

from personal and desktop scanners,

through to departmental and production

scanners, which means that there is a

solution to help businesses of any size

with getting their accounts paperwork

digitised and ready for indexing and filing.

For small to medium business

customers, particularly those with teams

who share a single scanner, the ScanSnap

iX1600 scanner helps to comply with

MTD. It's simply the ultimate in personal

productivity that gives time back to users

by automating essential tasks. With a

scanning speed of 40 pages per minute

it's the fastest ScanSnap yet, and offers

one-touch operation with a 4.3-inch

colour LCD touchscreen. You can even set

up pre-defined profiles and task buttons

for up to 30 individual user profiles.

The scanner uses AI to automatically

scan, recognise and classify different

document types and save them

anywhere, even sending them directly to

cloud services such as Expensify or

Dropbox. Wi-Fi is enabled for operation

anywhere with a wireless network,

whilst the ScanSnap software is included

as standard.

For scanning on the go, Fujitsu also

offers the ScanSnap iX100 - an innovative

portable wireless scanner with a tiny

footprint barely wider than a sheet of A4

paper, fitting easily in a bag. This

rechargeable scanner doesn't need any

cables, and can scan straight to your PC,

Mac or iOS or Android device - perfect

for when you're away from the office.

For something offering an on-ramp to

accelerate your document management

routines then the fi-8170 scanner with

bundled PaperStream software helps

supports digital transformation with

industry leading accuracy and user

experience, reduced power consumption

and technology you can trust.

THE MTD FUTURE IS COMING

Your business might already be affected

by Making Tax Digital - if it's not

something you've already looked at, now

is the time to do so. The savings in time

and money alone make it worthwhile, as

one in three businesses reported

spending less time on their record

keeping and tax returns since MTD.

Take some time to look at your current

processes - how would it benefit you to

go paper-free? Talk to your accountant to

see if they can recommend compatible

software. Have a look at the ScanSnap

and fi Series ranges to see which scanner

would best suit your needs.

Whilst tax is not something any of us

like to think about, a few hours spent on

Making Tax Digital could end up

increasing efficiency, reducing errors and

giving you more time to spend growing

and improving your business in the areas

you'd like to focus on.

More info: www.scansnapit.com/uk/

WORKING WITH FUJITSU SCANNERS AS A PARTNER

You can apply to be a Fujitsu channel partner to access a wealth of content including videos, imagery and a sales deck through the

PFU partner portal: https://partner.imaging-channel-program.com/English/

This enablement and incentive platform contains further assets and material to help understand and position the scan opportunity,

and additionally allows partners to register scanner sales on Fujitsu's Imaging Rewards platform to earn points and get rewarded

with a range of goods and experiences in return for your sales and commitment.

www.document-manager.com

May/June 2022

@DMMagAndAwards

19


Dm CASE STUDY: HILLCREST GROUP

New digital transformation

speeds are possible

Housing association Hillcrest Group has been able to

rapidly upgrade its digital processes to match its

corporate aims and values

Scottish housing organisation

Hillcrest successfully implemented

comprehensive digital processes in

Accounts departments across its four

businesses in a quarter of the time

usually allotted for such tasks. Hillcrest

had prioritised its plans to upgrade its

digital document management, which

had been used in the business for ten

years, as a means to enhance operations.

PANDEMIC STIMULATES THINKING

Hillcrest executives Angela Murphy,

Finance Manager, and Mark Flattery, IT

Manager, are among those who point to

technology's rise in strategic importance

as a critical component of conducting

business, and not just as a source of cost

efficiencies. Mark Flattery commented:

"The digitisation project was designed to

achieve business resilience."

The Hillcrest Group has a clearly

defined ethos with aims and values that

contain watchwords such as sustainable,

well-being, excellence and innovation

that are embraced across its four

businesses: Futures, Homes,

Maintenance and Enterprises.

Hillcrest had worked with Document

Logistix for many years and turned to

the document management specialist to

ask how quickly, comprehensively and

safely a company-wide digital solution

could be implemented. Among the

Hillcrest project goals were integration

with QL Finance and the implementation

of OCC to capture data contained in

50,000 invoices processed annually.

HISTORICAL PROCESS CHALLENGES

Angela Murphy says that historical

payment processes created issues such

as bottlenecks at each stage of the

process. Bottlenecks, in turn, generated

repetition and duplication leading to

unproductive communication to resolve

issues that may have been avoided.

Other historical pitfalls resulted from

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CASE STUDY: HILLCREST GROUP Dm

"EVERYTHING WAS IMMEDIATELY LESS CLUTTERED; EMAIL COMMUNICATIONS SUBSIDED; WE HAD CLEAR USER

DASHBOARD VISUALS; MANAGERS AND DIRECTORS FELT THEY HAD EFFECTIVE TOOLS TO ASSIST THEM; AND

STAKEHOLDER RELATIONS IN OUR MAINTENANCE BUSINESS WERE ENHANCED."

the proliferation of multiple image and

document types.

As with many organisations, the

Covid-19 outbreak caused business

disruption and remote working

exacerbated process inefficiencies.

"Automation became a high priority,"

Angela said. "We viewed this as a sprint

project. Speed - managed speed - was

of the essence."

SIMPLIFYING COMPLEXITY

The Document Manager

implementation was more complex

than most as each Hillcrest company

had a different structure to the chart of

accounts for coding purposes and three

different workflow processes depending

on the type of purchase (purchase

order, works order and direct payment).

The coding of invoices has been

simplified using the templating feature

by supplier and automated matching

with open purchase orders and works

orders. Express works orders are now

flagged for attention if required data is

not present to allow payment, and the

invoice approval process is better

defined, controlled and automated.

Tim Cowell, Document Logistix CIO,

commented that the fast-track project

stood out in a number of ways.

"Hillcrest was a model customer to

work with: their project team was very

enthusiastic and thorough at all

stages, and they came to the project

with well-defined expectations.

Hillcrest also allowed enough time for

meticulous testing to be undertaken

prior to roll-out."

SPEEDY IMPLEMENTATION,

POSITIVE OUTCOMES

A straw poll of organisations that had

undertaken comparable projects

revealed that they took a minimum of

eighteen months and usually more than

two years to complete. The Hillcrest

digitisation project was completed in

just six months while working under the

constraints of Covid guidelines.

Angela Murphy says that people

throughout Hillcrest experienced very

positive changes following the project's

completion: "Everything was

immediately less cluttered; email

communications subsided; we had

clear user dashboard visuals; managers

and directors felt they had effective

tools to assist them; and stakeholder

relations in our Maintenance business

were enhanced."

She went on, "With automated alerts

on tasks, thresholds, authorisations and

escalations, we can now be much more

targeted and focused - for example, in

the case of a payment dispute - and

eliminate potentially relationshipdamaging

bottlenecks. The tasks and

reporting that were previously too

complicated to generate more regularly

than on a weekly basis, we can now do

easily every day."

BEFORE AND AFTER DIGITISATION

It is not often that an organisation can

overhaul its workflow processes as the

task can appear overwhelming.

However, once committed, a business

has opportunities to introduce unique

automated processes that embed

policies and best practice.

Hillcrest looked to supersede historical

practices that included paper

management, manual processes and

scanning. The aim was to build a

future-proof, sophisticated system

aligned to the organisation's guiding

principles that would support its plans

for growth and diversification.

A key characteristic of digital processes

is visibility; everyone can see the process

logic. Feedback from stakeholders

suggests that processes run very

smoothly, with in-built controls, secure

storage, full audit trails, automated

workflows and a significant reduction in

human error.

The availability of business intelligence

reports, exception reports, line-of-sight

across invoices in the general ledger,

and ready reconciliations, mean that

Hillcrest can mine its new

administrative platform to gain

strategic business advantage.

SUPPORTING AN ASPIRATIONAL

CULTURE

The watchwords in Hillcrest's values

underpin the Group's leadership

programme and all of the Group's

activities. Sustainability and innovation

had to be incorporated in the business

plan for a back-office function as much

as they would be a natural

consideration for housing projects.

Service is a prime performance metric

in the Housing sector which is heavily

regulated and requires detailed

statistical returns about suppliers and

delivery. As Document Manager has

ready reporting and full activity audit

trails, Hillcrest is now in a position to

demonstrate exactly how it achieves

best practice.

Angela Murphy concluded: "The

positive changes within Hillcrest have

been far reaching. Everyone felt part of

the project. We have witnessed a

change in staff mindsets, more

engagement, and an increase in

confidence. The new systems facilitate

collaboration and we foresee further

enhancements."

More info: www.document-logistix.com

www.document-manager.com

May/June 2022

@DMMagAndAwards

21


Dm STRATEGY: SMART MFDS

Smart MFDs for a digital future

Gabriela Garner, Product Marketing Director at Kofax, explains how applying intelligent

automation capabilities to MFDs can 'accelerate the journey to your future vision'

There's no doubt about it: the hybrid

workplace is here to stay. The

majority of companies will adopt a

hybrid work model, employing a mix of inperson

and remote employees, according

to the Forrester '2021 Predictions:

Accelerating Out of the Crisis' report.

But what is remote work? During the

pandemic, remote work became

synonymous with people working from

home, sporting "business on top and PJs

on the bottom." While this image can give

us a good laugh, it doesn't fully

encompass all that remote work truly is for

the modern-day organisation. Long before

COVID-19, remote work of a different sort

was in full swing as colleagues

collaborated with other departments

within the same building and different

offices around the world. When we look at

this expanded definition, most of us have

probably been engaging in remote

work for a long time.

Organisations have been able to

support employees as they

work with colleagues in

different teams, buildings,

cities and countries thanks

to the vast improvements in

access to digital

information. The postpandemic

version of

remote work, however,

ushered in a sudden shift

in the workplace

dynamic. Many

companies quickly

realised they weren't

far enough along in

their digital

transformation

efforts to support

the rapid rise of

this new type

of remote

work and

the

data it generates.

Instead, they found themselves caught

between a rock and a hard place, trying

to find a way to keep the wheels of

"business as usual" turning while steadily

rising to the level of digital aptitude

required to help employees thrive in the

new hybrid and remote work models. This

may seem like an impossible battle to

win, but there are innovative and effective

technologies that can help organisations

work toward the future without

compromising the present. In fact, the

right solution can even accelerate the

speed with which today's workflows are

executed while simultaneously boosting

strategic progress toward a more

automated, digital tomorrow.

If you're wondering how to get started

and connect the dots between today and

tomorrow, look no further than your

multi-function devices. MFDs have been a

mainstay in most organisations for quite

some time, but when the right automation

technology is applied to them, they're

transformed into versatile powerhouses.

Intelligent automation unlocks the full

potential of MFDs, making them smart

devices that can accelerate your digital

strategy and serve as the connective tissue

between your current state of digital

transformation and where it needs to go.

TODAY VERSUS TOMORROW

Just about every organisation, regardless

of where they are in their digital

transformation, is leveraging automation

as part of the effort to achieve their vision

for the future. But there's much work to be

done. Almost half (48 percent) of decision

makers surveyed said their organisations

have manual or only partially automated

processes, according to the Kofax '2021

Intelligent Automation Benchmark Study

Part 1: Successful Automation Requires an

Integrated Vendor Strategy'. Another piece

of the study discovered that while the

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STRATEGY: SMART MFDS Dm

number of use cases for which

organisations are utilising automation is

increasing, adoption rates for more

mature use cases such as back-office

tasks, decisioning and accounts payable

are still fairly low. In other words, there's a

lot of room for improvement.

When asked what they consider to be

the most critical use cases for automation,

decision makers listed robotic process

automation (RPA) (61 percent), artificial

intelligence/machine learning (43 percent)

and digital process automation (40

percent) as the top three responses. It's

interesting that all three require document

intelligence in order to succeed.

Organisations must be able to ingest,

classify and extract unstructured data

from all documents, regardless of format,

so the data can be processed and

analysed for actionable insight. The only

way to accomplish this is with document

intelligence. A combination of intelligent

automation technologies such as

intelligent capture with advanced contentaware

capabilities empowers

organisations to classify documents,

extract all relevant data and make wellinformed

decisions with the information

as well as automatically initiate documentbased

workflows.

Where is your business today when it

comes to documents? Perhaps your

company is moving away from printing

completely. If so, you're not alone. Digital

scanning and capture are faster, more

accurate, more easily accessible and more

efficient. Just think about how much time

is saved by searching for a digital

document as opposed to flipping through

stacks of paper or filing cabinets.

At the same time, there are several

reasons why printing isn't going away.

Disparate systems within the company

may not connect with each other, and in

the new hybrid world, employees may not

have access to paper documents when

they need them. For these organisations,

printing remains a critical element of the

business infrastructure. But as the volume

of data collected grows at exponential

rates, the need to digitise becomes

stronger by the minute.

The challenge, then, is how to progress

toward digitisation without interrupting

day-to-day operations. Is it even possible?

SMART MFDS AND INTELLIGENT

AUTOMATION

You may not think of your MFDs as a

stepping stone to digital workflow

transformation, but by applying

intelligent automation capabilities to

MFDs they become an on-ramp to

transformation and a bridge that

connects organisations to their digital

futures. What's even better is that smart

MFDs also improve speed, efficiency and

productivity now, enabling you to do a

better job today while accelerating the

journey to your future vision.

You may be asking, "Why intelligent

automation?" Anything less, such as a

piecemeal approach to automation, has

several drawbacks. According to

decision makers, a siloed approach

results in high technical debt (46

percent), delays in successful outcomes

(35 percent) and problems of scale (34

percent), as discovered in part two of

our benchmark study, 'Automation at

Scale: Bridging the Gap Between IT and

the Business'. Intelligent automation

provides a comprehensive set of

capabilities so organisations can achieve

end-to-end automation with a flexible

and scalable platform.

MFD fleets powered by intelligent

automation software allow companies to

meet (and even exceed) the needs of

today, while speeding up the path to

tomorrow by empowering companies to:

1. Achieve continual improvement on

short-term business objectives while

sustainably executing on the broader

transformation vision. MFDs can

intelligently capture information from

digital and physical documents,

process the information and transmit

it wherever it needs to go across the

enterprise.

2. Digitally connect disparate systems

within an organisation's ecosystem

and eliminate manual, error-prone,

paper-based processes. Intelligent

automation eliminates the need for

separate systems to print, sign, scan

and fax. Integration with enterprise

applications, legacy systems,

transforms enterprise document

management workflows.

3. Control the rate of progress based on

the changing needs of the business.

Keep printing where it's still essential -

manage everything securely and

ensure compliance with redaction,

watermarking and audit trail reporting

capabilities. Meanwhile, other areas

can shift to data capture and all-digital

workflows. A flexible platform gives

organisations a choice and supports

growth, meeting your immediate and

long-term needs.

4. Improve productivity of the distributed

workforce and delight remote

employees in any capacity with access

to critical business information from

any location without connectivity

disruptions. A consistent user

experience for print, capture and

mobile across all devices is convenient

and simple, keeping your remote and

hybrid workers agile and connected.

5. Accelerate the business results of

today while maximising your strategic

goals for business transformation

tomorrow. Advanced capture and

print workflows drive efficiency and

productivity of the daily grind.

Employees have easy access to more

accurate information from any

location and device, so they can get

work done faster while the business

simultaneously moves toward the

digitisation needed for future success.

Predictive analytics allow users to

harness the power of data, so you can

make informed business decisions on

the digital transformation journey.

No matter where you rank on the digital

aptitude scale, one thing is clear - smart

MFDs backed by intelligent automation

help organisations build a foundation

today for a complete digital

transformation tomorrow. Connect the

dots between the present and the future,

faster than ever, and start working like

tomorrow, today.

More info: www.kofax.com

www.document-manager.com

May/June 2022

@DMMagAndAwards

23


Dm MANAGEMENT: DISASTER RECOVERY

'Not if, but when': time to

review your BCDR strategy

Backup your data - and help keep your business safe,

says Joe Noonan, Product Executive, Backup and

Disaster Recovery, Unitrends and Spanning

Backup and disaster recovery

solutions have always been

critical components for any

business. The past two years have,

however, raised the stakes. The

pandemic has highlighted the scale of

the data threats facing every business

today. Cybercrime is rampant, with

ransomware, account takeover attacks,

and phishing schemes all proliferating.

Moreover, while hardware failures do

not make the news, they are a

frequent occurrence that can cause

significant data loss across an

organisation along with deletions

through user error or malicious intent.

The shift to remote working over the

past two years has also raised levels of

business vulnerability. Work from home

(WFH) and hybrid arrangements have

created more challenges for IT

professionals, especially with the rise in

shadow IT, which is the use of software

and devices without the explicit

approval of the IT department. More

employees working remotely means

more opportunities for cybercriminals

to breach weaker defences across a

distributed network of personal

devices, corporate laptops, unsecured

Wi-Fi networks, and exponentially

more remote connections to their

servers and applications.

CYBERCRIME WAVE

Cybercriminals have taken advantage of

the remote and hybrid work world to

conduct increasingly sophisticated

attacks, making it even more critical for

businesses to assess their business

continuity and disaster recovery (BCDR)

plans frequently. In fact, the UK

Information Commissioner's Office

(ICO) recently announced that it

recorded a 2,650% surge in phishing

and a 423% increase in malware

incidents in 2021. Employees working

from home are often an especially

vulnerable target.

As the cybercrime landscape evolves,

organisations must shift to a "not if,

but when" mindset when assessing

their security needs, which includes

their BCDR strategy.

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MANAGEMENT: DISASTER RECOVERY Dm

"CYBERCRIMINALS HAVE TAKEN ADVANTAGE OF THE REMOTE AND HYBRID WORK WORLD TO CONDUCT

INCREASINGLY SOPHISTICATED ATTACKS, MAKING IT EVEN MORE CRITICAL FOR BUSINESSES TO ASSESS THEIR

BUSINESS CONTINUITY AND DISASTER RECOVERY PLANS FREQUENTLY. IN FACT, THE UK INFORMATION

COMMISSIONER'S OFFICE RECENTLY ANNOUNCED THAT IT RECORDED A 2,650% SURGE IN PHISHING AND A

423% INCREASE IN MALWARE INCIDENTS IN 2021. EMPLOYEES WORKING FROM HOME ARE OFTEN AN

ESPECIALLY VULNERABLE TARGET. AS THE CYBERCRIME LANDSCAPE EVOLVES, ORGANISATIONS MUST SHIFT TO A

'NOT IF, BUT WHEN' MINDSET WHEN ASSESSING THEIR SECURITY NEEDS, WHICH INCLUDES THEIR BCDR

STRATEGY."

THE ROLE OF DATA BACKUP

Today, with growing cyber-threats

along with data living in more places

than ever before, we are increasingly

seeing the importance of having

stringent data backup technologies

and processes. It is especially key when

you consider there is often zero

tolerance for downtime in an alwayson

world. Businesses are - often

unrealistically - expected to be back up

and running as normal immediately

after a system failure.

A robust backup approach is crucial if

organisations want to avoid losing

critical data. Many businesses find that

difficult. Backup is often manual and

unreliable, with administrators often

wasting many hours every week

babysitting the process and

considerable time fixing errors.

Additionally, tests to ensure that

disaster recovery, or even just local

recoveries, will work well have become

more important as the amount of data

continues to grow. But since these

tests are often time-consuming, they

typically are not completed as

frequently as they need to be, are

completed in inadequate ways, or

sometimes not at all.

PLANNING FOR RECOVERY

Organisations that prioritise unified

BCDR solutions will be best positioned

to stop data loss incidents, whether

through malicious cyberattacks,

natural disasters, outages, power or

hardware failures or accidental data

deletion. BCDR represents a set of

approaches or processes that help an

organisation recover from a disaster

and resume its routine business

operations.

Disaster recovery is a key element of

an organisation's recovery strategy and

involves getting IT systems up and

running quickly following a disaster.

Businesses need to determine

acceptable downtime for critical

systems and implement backup and

disaster recovery solutions for them, as

well as SaaS application data.

Planning for disaster recovery involves

first defining parameters for the

company such as recovery time

objective (RTO) - the maximum time

systems can be down without causing

significant damage to the business,

and recovery point objective (RPO) -

the amount of data that can be lost

without affecting the business.

Critically too, it also includes

implementing backup and disaster

recovery BCDR solutions and creating

processes for restoring applications

and data on all systems.

TEST AND AUTOMATE

To simplify the disaster recovery

process, unified BCDR solutions use

automated disaster recovery testing to

ensure backups are ready when

disaster strikes.

Indeed, this kind of testing is a vital

part of a backup and recovery plan.

Without proper testing, organisations

will never know if their backup can be

recovered. According to the 2019

State of IT Operations Survey Report,

only 31 percent of the respondents

test their disaster recovery plan

regularly, which shows that businesses

usually underestimate the importance

of testing. Automation also plays a key

role in day-to-day backup operations

with unified BCDR solutions, with

features that proactively fix common

problems in the backup environment.

Technicians can spend up to 33% of

their day monitoring, managing, and

troubleshooting backups.

Organisations should therefore look

for solutions that provide a unified

view from a single dashboard to help

save time and reduce human error. To

achieve this, the best BCDR solutions

integrate seamlessly with existing IT

solutions.

Every second counts in mitigating

cyber-attacks, so organisations should

look for unified BCDR technologies

that use AI and machine learning to

identify suspicious activity and alert

administrators.

Getting the BCDR strategy right is

critically important to the ongoing

viability of any business. When

implemented properly, it will ensure

that organisations are able to operate

as normally possible after an

unexpected interruption, with minimal

loss of data.

Ultimately it will allow IT decisionmakers

to stop losing sleep over

missed backups and failed recoveries

and move positively ahead with a

unified BCDR solution that offers the

peace of mind they need.

More info: www.unitrends.com

www.document-manager.com

May/June 2022

@DMMagAndAwards

25


Dm CASE STUDY: CROWN BRIDGES LIGHT RAIL ALLIANCE

Bridging the information gap

A metadata-driven document management platform from M-Files is delivering

efficient information management and optimising collaboration for Finland's Crown

Bridges Light Rail Alliance

The Crown Bridges Light Rail Alliance

is a unique transport project located

in the heart of Helsinki, Finland. The

alliance promotes dynamic and sustainable

urban development that benefits several

districts. The project will connect Laajasalo,

Korkeasaari, and Kalasatama to Helsinki's

city centre, and also provide a new seaside

route for cyclists and pedestrians. The

project will also include other earthworks,

street construction and municipal

engineering works.

The project encompasses new tramlines,

bridges, cycle paths, and other urbanplanning

related construction projects.

Comprehensive information management

plays an important role in the project's

continued success: experts from various

organisations must simultaneously

produce, access, and edit documents and

other vital information. As such, all project

stakeholders, from clients to contractors

and subcontractors, must work within the

same information management

environment.

The Crown Bridges Light Rail Alliance

project employs 500 knowledge workers,

experts, and subcontractors to create and

process documents. So far, the project has

already produced more than 70,000

documents. Thanks to M-Files' state-ofthe-art

document management platform,

the project now exercises resilient, robust

control over all documents and subprojects.

All stakeholders with access

rights can securely access and edit the

right document versions from anywhere

at any time.

"The number of documents and

information and the number of people

using them in the Crown Bridges Light Rail

Alliance project is massive, making agreedupon,

clear information management

policies and automation even more

important," said Liisa Kemppainen,

information modeller, Crown Bridges Light

Rail Alliance.

"With M-Files, we can ensure that

information is always up-to-date and easily

accessible. Day-to-day work is simplified

with centralised information management,

model-based design, and digital services.

All this saves time and costs and optimises

accountability and interactivity. The right

information needs to be in the right place

at the right time," she said.

"M-Files is ideally suited to support

large-scale urban planning projects such

as the Crown Bridges Light Rail Alliance,"

said Antti Nivala, founder and CEO, M-

Files. "Our metadata-driven document

management platform ensures all

stakeholders have secure access to the

documents and information they need

and enables them to manage that

information in the same system. When

information is always up-to-date and

there are no information silos between

stakeholders, the business risks

associated with construction projects are

greatly reduced."

ADDING COLLABORATION AND

AUTOMATION TO INFORMATION

MANAGEMENT

In addition to the cloud-based, metadatadriven

document management platform

provided by M-Files, the M-Files Hubshare

portal serves as an information and

document sharing tool for external

suppliers and stakeholders. Project

partners have secure access to the required

information and documents - either by

directly using M-Files or via the M-Files

Hubshare portal. All stakeholders can edit

and process the same documents,

ensuring accurate version control.

The M-Files platform also ensures

systematic data management through

automation and common workflows. For

example, documents can be automatically

named and assigned to folder views based

on applicable metadata. Since the

necessary information still needs to be

accessible at the end of a project, the

document management platform retains

everything and helps serve as a baseline

for new projects.

More info: www.m-files.com

26 @DMMagAndAwards May/June 2022 www.document-manager.com


Dm STRATEGY: AI

Without business context, AI's

potential is massively compromised

Too much of the focus even for powerful 'deep learning'

applications today is in silos and fails to join the dots

across the enterprise - which means companies aren't

benefitting from an enriched knowledge base, says Dr

John Bates, CEO of SER Group

For every exciting and highly-valued AI

tool developer on the market, there

are countless enterprise customers

using their products to a fraction of their

potential. And, while the software

products are transformational in their own

way, allowing a labour-intensive activity to

be automated, this is only the top of the

iceberg of enterprise AI's real scope.

Although these are by no means

unintelligent robotic process automation

tools, the tools I'm referring too are

largely pattern-detection based. That is,

they are designed to train and use AI to

recognise and make sense of documents

and their contents.

Using image and text recognition they

can detect when incoming PDFs or paper

documents are invoices, for instance, and

make an experienced guess

(algorithm/score-based) on which of the

various content parts or document fields

constitute the company name, tax ID,

payable value, and so on. And they can go

on to part-process that information in a

semi-structured way (populate a database,

check a box, trigger the next step in a

workflow), easing the strain on busy

teams and so on.

However, pattern matching is only half of

the story. Real transformation comes only

when this kind of activity can be

integrated with the bigger enterprise

picture - improving end-to-end visibility,

enabling reliable onward decision-making,

streamlining extended processes, reducing

risk and increasing revenue opportunities.

Without that integration and wider

contextualisation, even the slickest

intelligent order or invoice automation

solution (or whatever the immediate use

case) will be restricted in its potential. Each

time the system encounters a new

document it will be as a goldfish,

beginning its memory-less discovery again

from scratch. In short, the company isn't

building an enriched knowledge bank.

FROM SINGLE-USE 'DISCOVERY' TO

BROADER, DECISION-SUPPORTING

BUSINESS INSIGHTS

The problem in these early scenarios is

that, however 'smart' the AI-enabled

automation tool may be, it isn't building

up exploitable, reusable knowledge about

Bates Ltd/John Bates and his track record

as a supplier - or conversely his buying

habits as a customer (nor his payment

history, nor his satisfaction rating). So it

isn't contributing to the nirvana that is the

360-degree customer/supplier view. And,

unless the facility feeds straight into ERP

and finance systems, it isn't going to result

in John's latest order/payment being

approved any faster, as he hasn't been

identified as a known account - and

indeed his transaction can't even be

identified as non-fraudulent.

The problem is that the intelligent AI

capability isn't joining the dots. It isn't

matching orders to historic customer

records or invoices to POs. The gains to

the business, then, and in the form of an

improved experience for John or for Bates

Ltd, aren't as 'transformative' as they

might be.

This is the vital next step for AI in the

enterprise, then: the blending of AI and

latest best practice in advanced

document management with - and so it

contributes to - synthesised institutional

knowledge. Here - across an entire

platform, and multiple applications - the

company's AI-enhanced knowledge bank

is enriched by every document that ever

passes across it. Each one is remembered,

each one adds to enterprise learning - to

the bigger picture.

LEARN FROM - AND BUILD ON -

WHAT'S GONE BEFORE

With this powerful interplay of pattern

recognition and contextual AI, the scope

for business process transformation

increases several-fold. Now, once an

incoming document has been identified,

the AI-enabled content services platform

knows not just what it is and what its

constituent information means, but also

what to do with it next - which systems

need to be updated, and which next-level

actions can be triggered confidently.

If it's an invoice from a recognised

supplier, and the amount tallies with the

PO/with what was expected, it could be

that protracted processes (sequential

approvals) are now circumvented, for

instance - resulting in faster payment for a

loyal supplier.

As orders rack up for a recently-added

customer, meanwhile, discounts and other

28 @DMMagAndAwards May/June 2022 www.document-manager.com


STRATEGY: AI Dm

"AS ENTERPRISES MOVE BEYOND THE LOW-HANGING FRUIT IN THEIR AI AMBITIONS - IN

OTHER WORDS, BEYOND SUPERFICIAL, RPA-BASED AUTOMATION (WITH ITS EMPHASIS ON

SCREEN-SCRAPING/CUTTING-AND-PASTING OF CONTENT RATHER THAN ON

UNDERSTANDING AND MODELLING ITS SEMANTICS) - THE FOCUS MUST SHIFT TO CROSS-

ENTERPRISE INTEGRATION AND CONTEXTUALISATION."

incentives could be invoked to reward

loyalty - or to compensate for a recent

poor experience. If it's a HR/workforcebased

scenario, this could be about

building a picture from sickness days,

holiday bookings, record access or

meeting requests of employees who may

be feeling restless, anxious or dissatisfied.

This would allow line managers to step in

with a timely review, revised training plan,

pay rise or promotion to prevent valued

talent from leaving.

BI STARTS WITH CONNECTED

KNOWLEDGE

While a plethora of 360-degree

CRM/SCM/ERP/HCM applications have

long promised to provide the kind of

holistic intelligence business managers

dream of, the effectiveness of these

systems relies on the information that

teams proactively feed them.

Simply using these systems doesn't

guarantee that a sales team will know

when they are wasting their time

(because that customer is a lousy payer),

or that there's a related contract currently

with the Legal team, or that staff from

that company have outstanding requests

with the service desk.

Add advanced, AI-enabled document

intake/content management into the mix

- a capability that transcends a single

application or department - and that

whole-picture view will be continuously

enriched automatically. This in turn will

help drive ever better decisions and more

timely interventions or service delivery,

while enabling the identification and

exploitation of new revenue and business

growth opportunities.

WHY LIMIT AI'S SCOPE?

There's another important reason why AI's

potential should be decoupled from

single-purpose applications, and that's in

the interests of future-proofing. A

software application that is marketed

'with AI in it' is, by definition, already out

of date. The technology is developing so

rapidly that any capabilities embedded

today will have a very limited shelf life.

Where a software application comes

with 'AI built in' also suggests that these

software companies have bet on a

particular AI/machine-learning

framework. That could be Google

TensorFlow, Microsoft Azure Cognitive

Services, a Python-based framework, or

specific capabilities for pattern

matching/image recognition or natural

language processing (BERT, ERNIE, etc.).

Given how quickly things change and

leading technologies are disrupted,

going all in with a single AI framework is

a risky move.

Rather than standardise on any one set

of capabilities, companies would

probably do better to plump for an open

content architecture, which supports any

combination of current and future AI

options on a 'composable' basis, as

needs change and as technology

continues to evolve.

A FOUNDATION FOR INNOVATION

As enterprises move beyond the lowhanging

fruit in their AI ambitions - in

other words, beyond superficial, RPAbased

automation (with its emphasis on

screen-scraping/cutting-and-pasting of

content rather than on understanding

and modelling its semantics) - the focus

must shift to cross-enterprise

integration and contextualisation. That's

if businesses are to exploit AI and

machine learning to its fuller potential,

and deliver that elusive 'single view' of

customers/suppliers/employees/products

- or whatever the strategic goal

happens to be.

A whole raft of external market

developments - in the global economy,

in the reinvention of the workplace, and

in the world of technology - are

creating the perfect storm for AI's

extended and more deeply integrated

role in an organisation and its

processes. As the technology's use

becomes more embedded, it is proving

invaluable in augmenting and

accelerating the vital everyday work that

human teams are working so hard to

stay on top of.

It's in this context that composable,

embedded AI use will drive the next,

more ambitious waves of intelligent

content and related process

automation. That's if organisations take

the broad view of AI and smarter

knowledge use across their operations.

More info: www.sergroup.com

www.document-manager.com

May/June 2022

@DMMagAndAwards

29


Dm CASE STUDY: ROYAL MARSDEN HOSPITAL

Founded in 1851, The Royal

Marsden Hospital was the first

cancer hospital established in the

entire world. Even today, the hospital

remains dedicated exclusively to cancer

care - not only diagnosis and

treatment, but also helping patients

live with and beyond the disease.

Like many hospitals across the NHS,

The Royal Marsden is in the midst of a

digital transformation journey with an

Clinical efficiency

This leading global cancer hospital is increasing clinical

and administrative efficiencies by enabling a complete

digital patient record with the help of Hyland

Healthcare

end goal to eliminate paper, improve

clinical and administrative workflows,

optimise patient care and support

research. The Royal Marsden realises

this shift will require much more than

the purchase of a new electronic

patient record (EPR) platform.

"I think there's been a tendency to

view off-the-shelf EPR software

products as complete digital health

record solutions," says Lisa Emery, chief

information officer at the Royal

Marsden Hospital. "We know they're

not. An EPR product is a large and

central part of it, but a complete digital

health record also requires the

integration of clinical documentation,

digital diagnostics, medical images and

more."

Emery speaks from experience. The

Royal Marsden is a pioneer of sorts

when it comes to EPRs - developing its

own in-house EPR solution nearly 30

years ago. The provider realises an

upgrade is necessary to meet the

evolving demands of the industry and

to provide a more comprehensive

research data set, and is currently

evaluating new EPR solutions. However,

it is also keenly aware that a new EPR

on its own won't address all of its

30

@DMMagAndAwards

May/June 2022

www.document-manager.com


CASE STUDY: ROYAL MARSDEN HOSPITAL Dm

"THE PEOPLE WHO SEE THE IMPACT OF ONBASE ON A DAY-TO-DAY BASIS ARE THE CLINICAL ADMINISTRATIVE

STAFF. IT'S TRANSFORMED THE WAY THEY WORK. THEY NO LONGER HAVE TO HANDLE INDIVIDUAL PAPER

RECORDS FOR INDIVIDUAL PATIENTS. THEY ARE NO LONGER LOSING PIECES OF PAPER, SEEING DOCUMENTS GO

MISSING OR FOREVER CHASING AFTER STUFF. IT'S ALL THERE DIGITALLY IN THE SYSTEM."

needs. Therefore, the Royal Marsden is

taking a phased approach to digital

transformation - one where OnBase,

Hyland Healthcare's enterprise

information platform, plays an integral

part today and will continue to in the

future.

CULTURE SHIFT

The first phase of The Royal Marsden's

digital transformation is enabling

electronic document management

(EDM) in core areas of the hospital and

integrating these capabilities with its

existing home-grown EPR.

The Royal Marsden began by rolling

out OnBase in its Rapid Diagnostic

and Assessment Centres (RDACs).

These clinics serve as one-stop shops

where patients with suspected cancer

come to receive testing, diagnosis and

treatment options on the same day.

The processes and workflows that drive

care at the RDACs are very paperintensive.

The Royal Marsden believes

digitising this documentation first and

linking it to its existing EPR produces

the greatest efficiencies for the

hospital and serves as a good use case

for other departments to follow.

Emery also believes linking electronic

documents to the Royal Marsden's

existing EPR will aid in the eventual

transition to a new EPR product. "Our

goal is to create a mind shift at The

Royal Marsden where we get clinicians

and administrative staff to start

digitising content and accessing this

information electronically long before

we implement a new EPR," she says.

"This way, when we cut over to a new

EPR, the staff will be used to accessing

documents and images in this way and

it will streamline change

management."

SINGLE PANE OF GLASS

In addition to digitising clinical

documentation in the RDACs, The

Royal Marsden is also leveraging

OnBase to link a wide array of medical

images and digital photography to the

EPR. The impact of this effort has been

significant, particularly for

administrative staff and clinicians.

"The people who see the impact of

OnBase on a day-to-day basis are the

clinical administrative staff," says

Marcus Thorman, Chief Financial

Officer at The Royal Marsden. "It's

transformed the way they work. They

no longer have to handle individual

paper records for individual patients.

They are no longer losing pieces of

paper, seeing documents go missing or

forever chasing after stuff. It's all there

digitally in the system."

Clinicians have gained the benefit of

a more complete view of the patient.

"There's an absolutely vast array of

information that needs to be

incorporated into an EPR to make sure

the clinician is fully aware of

everything that is contributing to the

patient's disease and should be

contributing to the patient's

treatment," says Dr. Tim Wigmore,

consultant, intensivist and former chief

clinical information officer at The Royal

Marsden. "This includes everything

from test results to echo images to

MRIs and more. OnBase provides a

single pane of glass that brings all of

this together in one place in a

structured fashion that is easily

searchable."

For example, prior to OnBase, if a

clinician wanted a copy of a medical

image, they needed to go to the

medical photography department and

request a printed hard copy. With

OnBase, they can actually sit in the

clinic and pull a digital version of that

content up in the EPR. This capability

helps saves time and improve quality

because the digital images are in high

resolution.

EXPANDING INTO CLINICAL TRIALS

The Royal Marsden has only begun to

expand the capabilities of OnBase

throughout the enterprise. The

hospital is currently working with

Hyland to implement OnBase in other

areas including clinical trials and

surgery. The clinical trial process at The

Royal Marsden is also very paper

intensive.

The hospital could have as many as

900 trials running at any time and

there are a lot of paper-driven

regulations and controls that impact

the process. The ability to digitise and

expose much of this paperwork using

OnBase could be very advantageous.

"Some of our researchers currently

spend as much as the first six months

of their fellowship working through

paper records trying to find patient

candidates for a clinical trial," says

Emery. "By digitising these paper

records, we can facilitate search and

give these fellows back time to

conduct valuable research."

The Royal Marsden views OnBase as

an integral part of its current and

future digital transformation initiatives.

The solution is positioned to sit

alongside whatever new EPR solution

the provider implements in the near

future.

More info: www.hyland.com

www.document-manager.com

May/June 2022

@DMMagAndAwards

31


Dm MANAGEMENT: CONSOLIDATING CONTENT

The consolidation game

Whatever your company's reasons for implementing a

new content or document management system, argues

Ian Portman of fme AG, successful project delivery will

depend as much on understanding what you don't need

as on what you do

Perhaps it's a growing sprawl of

disparate systems that's created a

spiralling situation of document

duplication, hard-to-access information,

and mounting storage costs. Maybe it's

the accelerating pace of technology

change that's created a risk of systems

being unsupported and left behind. Or

perhaps it's the growing need for

dynamism - which is hard to achieve

when critical content is strewn across

the global organisation - fuelling the

desire for transformation.

The chances are, the impetus for

change is a combination of all three

scenarios. So, what now?

A successful DMS consolidation or

content-based digital transformation

project starts with understanding the

strategic emphasis of the initiative.

Think carefully about - or get help to

work out - what you're trying to achieve

and why. This will help determine who

needs to be involved in any decisionmaking.

It will also help set the project

parameters - and with excluding data

and content that doesn't need to be

moved across. Trying to move everything

across to the new set-up could waste

valuable time and budget, without

delivering any benefit - especially if that

content lacks metadata/smart tagging to

aid rediscovery.

CATEGORISE YOUR CONTENT

We tend to group a company's

documentation into 4 main categories:

Operational documents (e.g. systemsupporting

documentation and

project documentation);

Organisational documents (e.g.

policies, procedures & SOPs);

Historical documents (potentially

spanning categories 1 and 2, these

documents are no longer current -

often retained primarily for

compliance); and

'Unknown' documentation (e.g.

content resulting from documents

having been incorrectly stored or

labelled, or inherited as part of a

company acquisition).

Understanding the current format of

all of this content will be useful too -

what proportion is in paper format with

wet signatures, for instance; and, where

scanned PDFs are stored in file-shares,

are these viable as primary records?

BE RUTHLESS

As teams assess and classify their

content, they'll begin to understand its

relative importance. This will help inform

the requirement of the new centralised

system/unified platform, and - by

extension - the work needed to clean

up/de-duplicate content; check/add

metadata; and migrate everything to the

new set-up.

By sorting documentation from across

the organisation and quantifying it,

companies will build a picture of the

new system capacity they will need

(both now and in the future), and scope

and inform the budget for the inevitable

content verification, preparation and

migration work.

Understanding the role and relative

importance of each category of content

will also help inform any automated

treatment of information and

documents in the new system - in

keeping with data protection/records

retention policy enforcement and

tracking - across the lifecycle of each

asset.

SETTING EXPECTATIONS

After all this scoping, going out to

tender for a new system should be a

fairly streamlined process.

Even so, there are no guarantees of a

perfect match. To achieve a single,

definitive source of truth for company

content, companies must be realistic in

their expectations and accept what

they may need to give up in return

(such as obsolete legacy investments

and bespoke, in-house systems). Do

this and the company will be in a

better position to benefit from smarter

integration; modern, agile project

management options; and the

opportunities to be inherently more

'data driven' and compliant with any

forthcoming regulations.

BE INCLUSIVE

Finally, ensuring that all relevant

business stakeholders and subjectmatter

experts are included on the

transformation journey from the start is

critical. It will help not just with

acceptance of the new system, but also

with optimising processes - ensuring

that everyone benefits from the new,

centralised resource. As ever,

preparation is everything.

More info: www.fme.de

32 @DMMagAndAwards May/June 2022 www.document-manager.com


Dm RESEARCH: FAX

The secret life of the fax

Fax remains a pervasive technology underpinning vital business processes and

productivity, according to recent research

Fax today remains a pervasive

technology, powering many of the

things we all rely on from finance and

insurance, to buying a house, for

healthcare and for getting the food on our

plates. This is according to the latest

research from eFax.

Scott Wilson, Vice President, Sales &

Service, eFax, stated: "The chances are that

today you are working in an office with

people who have no idea what a fax

machine is or why faxing was for so long

the most efficient and effective way to

communicate. It will come as a surprise to

many that the fax is still very much with

us, just not how you would imagine. Its

secret life continues to underpin many of

the day-to-day needs of businesses and

consumers alike."

In late 2021, eFax conducted a major

research project to gain greater

understanding of the cloud-based

electronic faxing market and its

dynamics. The survey

polled 1001

senior IT and business decision-makers in

large enterprises, small to medium-sized

businesses (SMEs) and public sector

organisations.

Key findings included:

Just over a third of us send and receive

secure documents every day, a further

34% do so 3 or 4 times a week

When asked 22% of respondents stated

they send and receive secure documents

at least weekly

The number of fax users in

organisations is also far higher than you

could ever imagine. Over half of the

sample - 54% - had between 6 to 50

users; A full fifth claimed that there

were 51 or more users in their

organisation.

Fax usage is also expected to increase

in over 37% of the sample, with 28%

stating there would be no change,

while only 35% felt they might see a

decrease

Over the past year, an amazing 64% of

respondents stated that the number of

secure documents received had seen

no change or had in fact

increased

45% of the sample

send and receive

confidential

documents via password protected

emails, and 43% said they use email

encrypted software

When it comes to fax, 35% use cloudbased

fax systems, while 31% use a mix

of cloud and traditional faxing, while

15% of respondents remained wedded

to their traditional fax machine. But

these figures hide a wealth of detail

when it comes to different markets

68% see it remaining for at least the

next five years, while 14% of users see it

remaining for the foreseeable future.

Wilson continued: "Fax remains central to

many businesses and their operations. Its

secret life underpins many organisations,

powering the effective communication of

secure and legally binding documentation

today and for years to come. It is therefore

no surprise that the biggest driver for the

ongoing use of fax is security at 41%. But

this is rapidly followed by cost efficiency at

36%, compliance to GDPR at 34% and

the increasing importance of cloud

storage at 23%."

"Cloud fax providers have had to develop

an infrastructure that guarantees business

users the most secure, private, and legally

compliant way to transmit their confidential

data to clients, vendors, partners, and other

third parties. This is why the secret life of

the fax will remain at the heart of many

business processes," concluded Wilson.

More info: www.efax.co.uk

34 @DMMagAndAwards May/June 2022 www.document-manager.com


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