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M A N A G E R<br />

Dm<br />

www.document-manager.com<br />





Digital patient records:<br />

A shot in the arm?<br />

AI Strategies:<br />

Joining the dots<br />

Market focus:<br />

Making Tax Digital<br />

Intelligent Automation:<br />

Smart MFDs can help<br />


ISSN 1351-3222 Vol 30 No 3 <strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong>

Fujitsu<br />

Scanning<br />

Solutions<br />

Fujitsu Fujitsu scanners scanners have a have well a deserved well deserved reputation reputation<br />

for being for the being most the reliable most reliable and hard-wearing<br />

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devices devices on the on market, the market, offering offering transparency, transparency,<br />

compliance, efficiencies and cost savings<br />

For more information please visit emea.fujitsu.com/scanners<br />

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scannersales@uk.fujitsu.com files for faster, lower-cost access and storage.<br />

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For more information please email us at<br />

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Dm<br />


Editor:<br />

Dave Tyler<br />

david.tyler@btc.co.uk<br />

Sub Editor:<br />

Mark Lyward<br />

mark.lyward@btc.co.uk<br />

Welcome to the <strong>May</strong>/<strong>Jun</strong>e issue of<br />

Publishing Director:<br />

John Jageurs<br />

Document Manager magazine,<br />

john.jageurs@btc.co.uk<br />

Sales Manager:<br />

which as ever is straining at the<br />

Abby Penn<br />

seams with opinion pieces, case studies,<br />

abby.penn@btc.co.uk<br />

Lead Designer<br />

product reviews and more from all corners of<br />

Ian Collis<br />

our sector. At one end of the spectrum we<br />

ian.collis@btc.co.uk<br />

Circulation/Subscriptions:<br />

take a look at some new research into the<br />

Christina Willis<br />

'secret life of the fax' - if, like me, you thought<br />

christina.willis@btc.co.uk<br />

Managing Director:<br />

the fax machine was long dead, you may be<br />

John Jageurs<br />

in for a rude awakening. As eFax's Scott Wilson comments in the<br />

john.jageurs@btc.co.uk<br />

article: "… fax providers have had to develop an infrastructure that<br />

Published by: Barrow &<br />

guarantees business users the most secure, private, and legally<br />

Thompkins Connexion Ltd<br />

35 Station Square,<br />

compliant way to transmit their confidential data to clients,<br />

Petts Wood<br />

vendors, partners, and other third parties." Could<br />

Kent BR5 1LZ<br />

Tel: 01689 616000<br />

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

Fax: 01689 826622<br />

Elsewhere we look at AI strategies, and specifically the need to<br />

Subscriptions:<br />

apply properly considered context to any planned project. Done<br />

UK: £35/year, £60/two years,<br />

£80/three years<br />

properly, AI use will drive the next, more ambitious waves of<br />

Europe: £48/year, £85 two<br />

intelligent content and related process automation, as SER's John<br />

years, £127 three years.<br />

ROW:£62/year, £115/two<br />

Bates explains: "As enterprises move beyond the low-hanging fruit<br />

years, £168/three years<br />

in their AI ambitions - in other words, beyond superficial, RPAbased<br />

automation (with its emphasis on screen-scraping/cutting-<br />

Published 6 times a year.<br />

Single copies can be bought<br />

for £8.50 (includes postage &<br />

and-pasting of content rather than on understanding and<br />

packaging). No part of this<br />

magazine may be reproduced<br />

modelling its semantics) - the focus must shift to cross-enterprise<br />

without prior consent, in writing,<br />

from the publisher.<br />

integration and contextualisation."<br />

©Copyright <strong>2022</strong> Barrow &<br />

And these are just two of the thought-provoking pieces you'll find<br />

Thompkins<br />

in this issue. We also investigate the drive to include scanning and<br />

Connexion Ltd<br />

capture in your organisations' plans to comply with the recent<br />

Articles published reflect the<br />

Making Tax Digital initiative from HMRC, the increasing need for<br />

opinions of the authors and are<br />

not necessarily those of the<br />

'smarter' MFDs, and the way that the general shift towards a cloud<br />

publisher or his employees. While<br />

every reasonable effort is made<br />

infrastructure is impacting the management of print services.<br />

to ensure that the contents of<br />

We take a close look at what's happening with digital patient<br />

articles, editorial and advertising<br />

are accurate no responsibility can<br />

records and how they are - at long last - delivering not just<br />

be accepted by the publisher for<br />

errors, misrepresentations or any<br />

operational efficiencies but also cost savings. In another<br />

resulting effects<br />

management piece Storetec's Grace Schneider discusses archival: if<br />

you still run an on-premise archive room within your business, you<br />

are almost certainly making a mistake, argues Grace. Outsourcing it<br />

to external experts can not only save money, but make your archival<br />

operations more efficient, more secure and more accessible.<br />

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

confident there will be something of interest to all our readers.<br />

Dave Tyler<br />

Editor<br />

david.tyler@btc.co.uk<br />

www.document-manager.com<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />

@<strong>DM</strong>MagAndAwards<br />



C O N T E N T S<br />

MAY/JUNE<br />

8<br />

10<br />

12<br />

16<br />

18<br />

.....................................................................................................................................................................................................<br />

EVENT: <strong>DM</strong> AWARDS <strong>2022</strong>……………..........................................................…….6<br />

The <strong>DM</strong> Awards returns to London in November - read on for all the categories, as well as<br />

the all-important dates for your diary<br />

REVIEW: BROTHER ADS-4900W………..........................................................…….8<br />

MARKET FOCUS: HEALTHCARE………......................................................……….10<br />

Vijay Magon of CCube Solutions describes how digitised patient records are boosting NHS<br />

efficiency while generating savings<br />

STRATEGY: ARCHIVING………..................................................................……….12<br />

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

of Storetec<br />

RESEARCH: PRINT SERVICES…….......................................................................…14<br />

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

print management as the overall balance of IT infrastructure shifts to the cloud<br />

CASE STUDY: WOLSELEY……........................................................................……16<br />

Plumbing, heating and cooling supplier Wolseley plans to move all customers to eBilling<br />

this year<br />

MARKET FOCUS: MAKING TAX DIGITAL…….................................................……18<br />

Scanning and capture can enhance the ability of any organisation to address the<br />

requirements of the HMRC's Making Tax Digital scheme, explains Andrew Cowling of<br />

PFU (EMEA)<br />

CASE STUDY: HILLCREST GROUP……….........................................................……20<br />

Housing association Hillcrest Group has been able to rapidly upgrade its digital processes to<br />

match its corporate aims and values<br />

STRATEGY: SMART MFDS……………….......................................................…….22<br />

Gabriela Garner, Product Marketing Director at Kofax, explains how applying intelligent<br />

automation capabilities to MFDs can 'accelerate the journey to your future vision'<br />

MANAGEMENT: DISASTER RECOVERY………..................................................…..24<br />

Backup your data - and help keep your business safe, says Joe Noonan, Product Executive,<br />

Backup and Disaster Recovery, Unitrends and Spanning<br />

CASE STUDY: CROWN BRIDGES LIGHT RAIL ALLIANCE……….........................…..26<br />

A metadata-driven document management platform from M-Files is delivering efficient<br />

information management and optimising collaboration for Finland's Crown Bridges Light<br />

Rail Alliance<br />

STRATEGY: AI ……….......................................................................................…..28<br />

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

fails to join the dots across the enterprise, says Dr John Bates of SER Group<br />

CASE STUDY: ROYAL MARSDEN HOSPITAL…….................................................…30<br />

This leading global cancer hospital is increasing clinical and administrative efficiencies by<br />

enabling a complete digital patient record with the help of Hyland Healthcare<br />

MANAGEMENT: CONSOLIDATING CONTENT……............................................….32<br />

Whatever the reasons for implementing content or document management, argues Ian<br />

Portman of fme, successful project delivery depends as much on understanding what you<br />

don't need as on what you do<br />

RESEARCH: FAX………….................................................................................….34<br />

Fax remains a pervasive technology underpinning vital business processes and productivity,<br />

according to recent research<br />

4 @<strong>DM</strong>MagAndAwards <strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong> www.document-manager.com

Turn your paper<br />

documents into a<br />

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Dm EVENT: <strong>DM</strong> AWARDS <strong>2022</strong><br />

Save the date<br />

The <strong>DM</strong> Awards returns to London in November - read on for all the categories, as<br />

well as the all-important dates for your diary<br />

It seems like hardly any time has passed<br />

since our last <strong>DM</strong> Awards night, but<br />

here we are getting ready to open<br />

nominations for the <strong>2022</strong> event.<br />

As ever, the intention is to reward the<br />

technologies, tools and solutions that<br />

showcase the very best in the document<br />

and content management industries.<br />

Like you, we had hoped that the world<br />

would be much further down the 'back to<br />

normal' road after a couple of very<br />

challenging years, but of course there are<br />

still big issues out there - which makes us<br />

all the more determined to make this<br />

year's awards an event to remember for all<br />

the right reasons.<br />

The <strong>DM</strong> Awards is, as always, an<br />

opportunity to think anew about the<br />

players in the industry who you feel have<br />

supported or assisted you most and who<br />

have upheld the traditions of the industry,<br />

and in times like these we believe this is<br />

more important than ever before.<br />

Building on the success of previous years,<br />

we will again be inviting project<br />

applications to be considered by our panel<br />

of independent judges (NB: If you wish to<br />

submit an entry for the Project of the Year<br />

categories, please send them direct to<br />

Abby at the below email address).<br />

Most categories of course will still be<br />

decided by the most important people of<br />

all: you, the readers of Document<br />

Manager magazine and the clients of<br />

those companies big and small who will<br />

be competing for the top honours.<br />

Featuring 29 categories, this year's <strong>DM</strong><br />

Awards allow companies from every sector<br />

of the industry to seek recognition for<br />

their efforts over the past 12 months. See<br />

the next page for the full list of categories.<br />

The <strong>DM</strong> Awards <strong>2022</strong> timeline is as<br />

follows:<br />

21st <strong>Jun</strong>e, nominations open<br />

31st August, nominations close<br />

6th September, finalists announced<br />

and voting opens<br />

4th November, voting closes<br />

17th November, <strong>DM</strong> Awards ceremony<br />

<strong>DM</strong> editor David Tyler comments: "It can<br />

seem like a cliché to suggest that an<br />

awards ceremony can mean very much<br />

outside of a mutual back-slapping<br />

opportunity for industry insiders, but I<br />

genuinely believe that the <strong>DM</strong> Awards<br />

helps us bring together a sector that is<br />

already one of the most mutually<br />

supportive and positive industries I cover<br />

as a technology journalist.<br />

"We know that the solutions being talked<br />

about at the <strong>DM</strong> Awards are bringing real<br />

world benefits not just to business bottom<br />

lines, but to how people all over the world<br />

are working and indeed living their lives.<br />

This is a truly revolutionary industry to<br />

work in, and this night is a reminder of<br />

that for all of us."<br />

If your organisation would like to be<br />

involved in sponsoring or otherwise<br />

supporting this leading industry event<br />

then please contact Abby Penn at the<br />

office on 07861 682 066 or<br />

abby.penn@btc.co.uk. Be sure to get in<br />

soon, as these sponsorship slots always<br />

sell out fast!<br />

More info: www.dmawards.com<br />

6<br />

@<strong>DM</strong>MagAndAwards<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />


EVENT: <strong>DM</strong> AWARDS <strong>2022</strong> Dm<br />

<strong>DM</strong> AWARDS <strong>2022</strong> CATEGORIES<br />

One to Watch - Company of the Year<br />

One to Watch - Product of the Year<br />

Accounts Payable/Invoicing Product of the Year<br />

Workflow/BPM Product of the Year<br />

Enterprise CMS Product of the Year<br />

Open Source Document Management Software of the Year<br />

Low-Code Document Management Software of the Year<br />

Print Fleet Management Solution of the Year<br />

BPO/Outsourcing/Bureau Business of the Year<br />

Data Capture/Recognition Product of the Year<br />

Records Management Product of the Year<br />

AI Product of the Year<br />

RPA Product of the Year<br />

Service/Support Company of the Year<br />

Storage Product of the Year<br />

Compliance Product of the Year<br />

Channel Partner of the Year<br />

Imaging Product of the Year: High Volume<br />

Imaging Product of the Year: Desktop/Portable/Other<br />

Imaging Product of the Year: Workgroup/Departmental<br />

Mobile Capture Product of the Year<br />

Software Product of the Year<br />

Hardware Product of the Year<br />

Editor's Choice<br />

Marketing Team of the Year<br />

Project of the Year - Private Sector<br />

Project of the Year - Public Sector<br />

Product of the Year<br />

Company of the Year<br />

MORE INFO: WWW.<strong>DM</strong>AWARDS.COM<br />

www.document-manager.com<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />

@<strong>DM</strong>MagAndAwards<br />



Brother ADS-4900W<br />

Brother's latest range of desktop<br />

scanners aim to deliver high speed,<br />

ease of use and secure connectivity,<br />

all in a small and lightweight package.<br />

The device we looked at for review is the<br />

'top of the series' ADS-4900W, which<br />

offers scan speeds up to 60ppm (120<br />

images per minute duplex) and a highly<br />

impressive daily duty cycle of up to 9,000<br />

pages (a significant improvement on<br />

previous models).<br />

The full range includes the ADS-4100<br />

desktop scanner and the ADS-4300N<br />

ethernet-connected scanner, alongside<br />

the ADS-4500W and ADS-4700W, with<br />

the ADS-4900W at the top of the pile<br />

speed- and connectivity-wise. While<br />

some in the range might appear to target<br />

small office or home users (or indeed the<br />

growing hybrid workforce), the ADS-<br />

4900W is clearly a workgroup or<br />

departmental device, despite its small<br />

footprint (less than a foot wide). The ADF<br />

will comfortably hold 100 sheets of<br />

standard A4 documents.<br />

It will of course also handle a variety of<br />

document sizes and types including<br />

letter, legal, business cards, driving<br />

licenses, receipts and photos. Multi-page<br />

feed sensors ensure that inadvertent<br />

jams are avoided, and user intervention<br />

is minimised.<br />

Connection is via USB direct to a PC, or<br />

ethernet, or wi-fi. Wi-fi setup is<br />

remarkably intuitive and we had the<br />

scanner on our network in a couple of<br />

minutes. The wi-fi is dual-band which<br />

can be useful in organisations trying to<br />

spread the load across 2.4GHz and<br />

5GHz.<br />

8 @<strong>DM</strong>MagAndAwards <strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong> www.document-manager.com


All of the scanners in the range feature<br />

a large (4.3") and easy to navigate<br />

colour touchscreen, conveniently<br />

positioned right in the middle of the<br />

scanner front panel, with 2 pages of<br />

'Basic' connections pre-configured out of<br />

the box as well as 6 more pages that can<br />

be customised to the users' preferences.<br />

This allows the user to set up a huge<br />

selection of custom one-touch options<br />

to frequently used scan destinations. The<br />

touchscreen includes 3 buttons (Back,<br />

Home and Stop), and the only other<br />

control on the scanner is the power<br />

button (also right on the front of the<br />

device) - simplicity itself.<br />

We were particularly impressed with the<br />

'scan to mobile' function, which displays<br />

a QR code on the scanner screen that<br />

can then be used to access the<br />

documents that have been scanned and<br />

uploaded to Brother's cloud service. We<br />

were able to view searchable PDFs on an<br />

Android phone just seconds after<br />

scanning on the ADS-4900W.<br />

Of course all the 'usual' connectivity<br />

options are there as well: scan to<br />

document, spreadsheet or presentation,<br />

SharePoint, as well as searchable or<br />

secure PDF formats, email, JPG, TIF or<br />

TXT etc. Cloud services available include<br />

Google Drive, OneNote, Box, Expensify,<br />

Evernote, OneDrive and Dropbox. Scans<br />

can even be sent straight to a connected<br />

USB stick if required. In essence,<br />

whatever option you might need from a<br />

scanner, these devices will almost<br />

certainly include it.<br />

The new range is TWAIN-compatible as<br />

we would expect, allowing for<br />

straightforward integration into any<br />

organisation's existing document<br />

infrastructure. Image processing too is<br />

comprehensive: blank page skip, hole<br />

punch removal, background colour<br />

dropout, automatic deskew and rotation<br />

are all available.<br />

Bundled software available with the<br />

ADS-4900W is pretty much what users<br />

would expect from a device at this level,<br />

and everything you could need is there:<br />

OCR is via Kofax PaperPort, while<br />

Brother's own utilities include<br />

ScanEssentials, Mobile Connect and for<br />

workflow/cloud integration, iPrint&Scan.<br />

Importantly for any network-connected<br />

device, the ADS-4900W utilises TLS<br />

security to ensure safe connection<br />

between the scanner and network,<br />

meaning users can feel sure that the<br />

content of their scanned documents is<br />

always secure. In regulated industries or<br />

healthcare settings, such considerations<br />

have long since moved from 'nice to<br />

have' to 'absolutely essential, of course.<br />

The range also includes device<br />

management functionality designed to<br />

better enable mass distribution of device<br />

configurations, security settings,<br />

firmware updates and the like - essential<br />

for managing network-connected/shared<br />

scanning environments.<br />

Brother is positioning these new devices<br />

as 'versatile, reliable and affordable', and<br />

it's a pretty good summary of the ADS-<br />

4900W. It's hard to envisage a<br />

scanning/capture task that this device<br />

won't be able to do - and do well. The<br />

interface is slick and intuitive, and the<br />

scanner itself delivers very high quality<br />

results very quickly - to almost anywhere.<br />

If it is Brother's intention with the new<br />

range to broaden its appeal to<br />

customers who might have previously<br />

seen them as primarily a printer vendor,<br />

then the ADS-4 range is very well<br />

positioned to help them achieve that<br />

goal and expand their market.<br />

More info: www.brother.co.uk<br />


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

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

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

www.document-manager.com<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />

@<strong>DM</strong>MagAndAwards<br />



A shot in the arm for healthcare providers<br />

Vijay Magon of CCube Solutions describes how digitised patient records are<br />

boosting NHS efficiency while generating savings<br />

The efficient flow of patient records is<br />

integral to the NHS ecosystem: files<br />

are constantly in circulation between<br />

hospital wards, clinics and offices, as<br />

patients attend appointments, medical staff<br />

make clinical decisions and secretaries type<br />

up notes. But the physical nature of patient<br />

records brings problems. Documents can<br />

be mislaid in transit, misfiled or just<br />

degrade over time while ongoing costs rise.<br />

It's easy to see how any of these<br />

occurrences could have repercussions for<br />

budgets, staff, and patients.<br />

Over 80% of healthcare organisations<br />

say that their hospital has been impacted<br />

by incorrect or missing data, due to paper<br />

processes in the last 12 months.<br />

Productivity, teamwork, and the patient<br />

experience are constantly at the top of<br />

every healthcare organisation's priority list.<br />

The problems have been further<br />

compounded during the pandemic -<br />

digital health records do help to reduce<br />

face-to-face contact to protect patients<br />

and staff, minimise the risk of Covid-19<br />

infection, and offer practitioners the<br />

ability to access patient information<br />

anywhere without compromising the<br />

integrity of care provided. That's why the<br />

future must include 'paper-lite' initiatives<br />

that comply with regulations and help<br />

increase patient care quality.<br />

CCube Solutions has been working in<br />

the NHS secondary care sector for more<br />

than two decades. As an independent UK<br />

SME we have a proven track record of<br />

working with the NHS to make this flow<br />

of information faster, more secure, more<br />

reliable and cost effective. Our EDRM<br />

software currently holds and manages<br />

over 450 million documents for 33 million<br />

patients across 30 NHS organisations.<br />

The process has a huge impact on<br />

efficiency. Appointments can run more<br />

smoothly, meaning more patients can be<br />

seen throughout the day. Meanwhile, less<br />

paper means less space taken up by shelf,<br />

cabinet and trolley storage, freeing up<br />

room for both staff and in-demand beds.<br />

Hospitals across the UK have reaped the<br />

financial benefits, too.<br />

In 2009, CCube began working with St<br />

Helens & Knowsley Teaching Hospitals<br />

NHS Trust to digitise its records. More<br />

than 52 million pages of medical<br />

documents were digitised, with 7,000<br />

documents no longer being handdelivered<br />

each week. By the end of the<br />

project, the trust had become the first in<br />

the UK to stop using paper records in<br />

clinical practice, achieving £1.4m annual<br />

savings from a £1.2m investment.<br />

CCube's EDRM can also be embedded<br />

within other digital patient record<br />

systems, such as Cerner's Millennium. At<br />

Milton Keynes University Hospital NHS<br />

Foundation Trust, 3,800 staff can access<br />

legacy patient records contained in the<br />

CCube system but view them from within<br />

Millennium. Clinicians now just press the<br />

EDRM tab within the Millennium menu<br />

and the EDRM viewer immediately<br />

displays CCube's patient record.<br />

Debbie Phillips, Milton Keynes<br />

University Hospital's CCIO and<br />

consultant surgeon, comments: "The<br />

importance of opportunities to save<br />

clinical time within a digital system can't<br />

be underestimated given the number of<br />

patients we have to treat."<br />

Digital technologies are helping to:<br />

a. Minimise handling of physical notes<br />

and records and ensure that patient<br />

information is available at the point<br />

of need;<br />

b. Support remote consultations and<br />

Virtual Clinics - seen as crucial for<br />

reducing unnecessary outpatient visits,<br />

saving time and money for patients<br />

and the health service;<br />

c. Ensure delivery of care to non-Covid<br />

patients can continue, to help avoid<br />

issues in the future and minimise<br />

revenue losses.<br />

More info: www.ccubesolutions.com<br />

10 @<strong>DM</strong>MagAndAwards <strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong> www.document-manager.com

Capture.<br />

Optimise.<br />

Collaborate.<br />

Document digitisation made<br />

easy with our desktop document<br />

scanner range.<br />

www.brother.co.uk/desktop-scanners<br />

Expertly designed with businesses in mind,<br />

our scanners help to streamline business<br />

processes whilst providing an effortless,<br />

user-friendly experience.<br />

They allow intelligent capture and optimisation<br />

of the contents of documents and easy<br />

collaboration with colleagues. Whether it’s<br />

2-sided A4, business cards, receipts or batch<br />

scanning multi-page documents, you can be<br />

confident that this range will support all<br />

businesses scanning needs.<br />

Visit Brother.co.uk for more<br />



Exposing the hidden costs of archiving<br />

Now is the time to give up<br />

on your on-site archive<br />

room, argues Grace<br />

Schneider<br />

of Storetec<br />

Storing reams of documents in your<br />

office or archive rooms is rapidly<br />

becoming outdated. The waste of<br />

valuable space is just one aspect of the<br />

drain on resources, but the true cost is<br />

often hidden. One of our clients<br />

recently undertook a cost analysis to<br />

look at the true cost of generating and<br />

storing their documents on-site and the<br />

results were surprising. The final<br />

calculations were that each lever arch<br />

file costs around £16.00 in raw<br />

materials (folder, paper, printing etc.)<br />

and it attracted 2.5 hours of staff<br />

labour to compile, handle and access in<br />

the first 12 months of its life. Storage<br />

costs were estimated as 1 lever arch file<br />

costing £5.36 per year to hold in their<br />

office in central Birmingham. After 12<br />

months the lever arch files were boxed<br />

up, an inventory list created and the<br />

boxes disappear off to the archive<br />

rooms, incurring more cost in wasted<br />

space and staff time.<br />

<strong>2022</strong> saw this organisation looking to<br />

move premises as they have run out of<br />

room. Following our site survey, we<br />

pointed out that 21% of their current<br />

office footprint is taken up with storing<br />

paper documents, and many of their<br />

processes can be dramatically improved.<br />

The result is that they have shelved the<br />

planned move for 12 months to see<br />

what impact our combination of off-site<br />

document storage, document scanning<br />

and cloud-based document<br />

management can deliver.<br />

For many businesses document<br />

scanning may not be the right approach<br />

for all of the paperwork - after all if the<br />

likelihood is you'll never need to look at<br />

the document again, why scan it?<br />

Physical document storage still has a<br />

part to play in our modern business<br />

world, but only if used in conjunction<br />

with a wider document management<br />

strategy. The out of sight, out of mind,<br />

paper dumping grounds of the past<br />

need to be avoided at all costs.<br />

So, what would be the benefits of<br />

12<br />

@<strong>DM</strong>MagAndAwards<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />



holding your paperwork away from the<br />

office?<br />

Increase office space - Instantly get<br />

back your office space. It is always at a<br />

premium with every business. With<br />

your archive in storage, it frees up<br />

valuable office space and makes your<br />

organisation more agile. With the<br />

increase in hybrid working and hotdesking,<br />

there may be an opportunity<br />

to even downsize your office space<br />

requirements.<br />

Manage document retention periods -<br />

Most reputable off-site storage<br />

providers will provide you with access<br />

to a cloud-based record management<br />

system. From this system you can run<br />

reports to identify records in storage<br />

that have passed their retention<br />

periods, request new collections, order<br />

retrievals in either paper or scanned<br />

form and generally manage your paper<br />

archive without having to see it every<br />

day.<br />

Security and protection - Your storage<br />

provider's facilities should be designed<br />

with a number of security features to<br />

give the best possible protection for<br />

your documents. These should include<br />

internal and external CCTV, monitored<br />

fire and intruder alarms and restricted<br />

access controls. You should also<br />

request to visit the facility and see your<br />

own boxes. Many companies have<br />

been caught out in the past by<br />

suppliers telling them they had the<br />

latest, most secure facilities, when, in<br />

reality, the truth was very different. If<br />

you are not allowed to visit, don't give<br />

them your boxes.<br />

Accessibility - In case you need urgent<br />

access to your information does the<br />

off-site storage provider offer a fast<br />

Scan-On-Demand service? In most<br />

cases you just need to see the<br />

information on your documents to<br />

answer that important question or<br />

query. Having the documents scanned<br />

and returned electronically within a<br />

few hours gives you all the benefits of<br />

document scanning without the<br />

upfront digitisation costs. It also<br />

means that you don't have to worry<br />

about having an office full of archive<br />

boxes again.<br />

A perfect home for the scanned<br />

information would be a document<br />

management system as this delivers<br />

instant searchability and 24-hour<br />

access, perfect for hybrid working.<br />

Having a well-structured cloud-based<br />

document management system<br />

eradicates the need for organisations<br />

to rely on paper records which typically<br />

take up valuable office space. Your<br />

supplier can duplicate your physical<br />

filing structure into the cloud making<br />

your documents even easier and<br />

quicker to find.<br />

If as you look around your office it's<br />

awash with paper, there are<br />

alternatives to consider which don't<br />

cost the earth but will deliver positive<br />

changes. Is off-site storage something<br />

you are considering? Storetec can<br />

collect your boxes from your current<br />

storage location, you don't need to lift<br />

a finger; we'll even shred the paper<br />

documents when they have ended<br />

their retention period. If you have a<br />

storage project in mind, or would just<br />

like to explore the options, get in<br />

touch with us at Storetec.<br />

More info: www.storetec.net<br />

www.document-manager.com<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />

@<strong>DM</strong>MagAndAwards<br />



Hybrid working<br />

pushes print<br />

management<br />

to the cloud<br />

According to the latest<br />

report from Quocirca,<br />

80% of businesses expect<br />

to use cloud-based print<br />

management as the<br />

overall balance of IT<br />

infrastructure shifts to the<br />

cloud<br />

The majority of<br />

organisations will<br />

operate a fully or mostly<br />

cloud-based IT environment by<br />

2025, according to the latest Cloud<br />

Print Services <strong>2022</strong> Report from global<br />

market insight and research company<br />

Quocirca.<br />

Businesses are seeking resilience, cost<br />

savings, and the flexibility to support a<br />

hybrid workforce without<br />

compromising security. As a result, one<br />

in five say they will fully transition their<br />

IT environment to the cloud by 2025;<br />

while 41% will 'mostly' transition. This<br />

compares to the situation today, where<br />

6% are fully in the cloud and 21% are<br />

mostly in the cloud, meaning the<br />

overall balance between cloud and onpremise<br />

infrastructure will switch in<br />

favour of the cloud within the next<br />

three years.<br />

Adoption of cloud print management<br />

is also gathering pace. A cloud print<br />

management platform has already<br />

been implemented by 43%, a strong<br />

increase from 29% who had done so in<br />

2021. A further 37% are planning to<br />

implement cloud print management,<br />

making it the solution of choice for<br />

eight in ten IT decision-makers overall.<br />

The study also found that:<br />

Cloud services are the top<br />

investment priority in the coming<br />

year, cited by 31%.<br />

45% have implemented remote<br />

print job submission to support<br />

hybrid workers.<br />

87% believe the cloud to be a lot<br />

more, or somewhat more, secure<br />

than an on-premise platform.<br />

Cloud print deployment forms part<br />

of<br />

their<br />

sustainability<br />

strategy for 80%<br />

of respondents.<br />

Cloud provision is a key<br />

MPS supplier selection factor,<br />

with 38% saying it influences<br />

their choice of MPS provider.<br />

40% say transitioning print services<br />

to the cloud is a key driver for MPS<br />

adoption.<br />

Commenting on the research findings,<br />

Quocirca Research Director Louella<br />

Fernandes says: "There has been a swift<br />

acceleration in the pace of cloud<br />

adoption, and particularly where cloud<br />

print management is concerned. The<br />

combined drivers of the need to<br />

support the hybrid workplace with<br />

secure, flexible infrastructure, and to<br />

enhance sustainability strategies, have<br />

acted as a catalyst and we expect<br />

momentum to continue."<br />



The study found that organisations<br />

with a fully outsourced Managed Print<br />

Service were less likely than those using<br />

a hybrid approach to have switched to<br />

a cloud-based print environment. More<br />

than half (52%) of fully outsourced<br />

MPS customers are still operating their<br />

print environment fully on-premise,<br />

14<br />

@<strong>DM</strong>MagAndAwards<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />



compared to only 31% of those with a<br />

hybrid set-up where part of the print<br />

environment is managed in-house.<br />

Louella adds: "There is a clear<br />

opportunity here for MPS providers to<br />

support their customers through the<br />

transition. However, the more<br />

traditional MPS providers may not<br />

have the necessary cloud expertise to<br />

act on this opportunity. Unless they<br />

invest rapidly in developing a cloud<br />

offering, they will find themselves at a<br />

disadvantage compared to<br />

competitors who are more cloudready.<br />

Certainly, with 40% of<br />

respondents saying that moving to the<br />

cloud is a top benefit of MPS, those<br />

providers that cannot meet this need<br />

will suffer."<br />



The research showed levels of cloud<br />

adoption vary between geographies<br />

and sectors. The US is most mature on<br />

cloud print adoption - 56% have<br />

adopted it. In the UK 40% of<br />

respondents use cloud print<br />

management already and 28% plan to<br />

do so. Germany is the least mature,<br />

with just under one-third (32%) of<br />

respondents already using cloud print<br />

management.<br />


NEEDED<br />

Quocirca's Cloud Print Services Report<br />

<strong>2022</strong> contains valuable<br />

recommendations for buyers and<br />

suppliers to guide a successful shift to<br />

cloud print deployment. Buyers need<br />

to be confident that proposed<br />

solutions meet the accessibility,<br />







security, and analytics requirements of<br />

the hybrid workplace.<br />

Suppliers, including OEM vendors<br />

and channel businesses, must ensure<br />

that they address the multi-cloud<br />

needs of businesses, as most are not<br />

yet fully cloud-native. Integration with<br />

existing security systems and the<br />

ability to support zero trust<br />

configurations is also essential. This<br />

may require partnerships with<br />

specialist cloud providers and<br />

businesses must be open to<br />

developing a strong partner<br />

ecosystem to fully support evolving<br />

customer needs.<br />

The report contains in-depth<br />

coverage of cloud print service<br />

offerings from major print<br />

manufacturers and independent<br />

software vendors including: Canon, HP<br />

Inc., Konica Minolta, Lexmark, Ricoh,<br />

Xerox, Thinprint/ezeep, Kofax, MPS<br />

Monitor, MyQ, NT-Ware, Papercut,<br />

Process Fusion, Vasion (PrinterLogic).<br />

Readers of Document Manager<br />

magazine can access a complimentary<br />

Executive Summary of the report at<br />

the following URL:<br />

https://print2025.com/reports/quocirca<br />

-cloud-print-services-landscape-<strong>2022</strong>/.<br />

More info: www.quocirca.com<br />

www.document-manager.com<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />

@<strong>DM</strong>MagAndAwards<br />



A frictionless flow<br />

Plumbing, heating and cooling supplier Wolseley plans to move all customers to<br />

eBilling this year<br />

Wolseley, the leading supplier of<br />

plumbing, heating and cooling<br />

products, intends to encourage<br />

all its customers to switch to eBilling thanks<br />

to a new one-stop solution implemented in<br />

partnership with Macro 4. The new system<br />

offers comprehensive self-service facilities<br />

and an improved customer experience.<br />

Within six months 14,500 customers who<br />

were using Wolseley's older third-party<br />

eBilling service have switched to the new<br />

Macro 4 system. The objective over the next<br />

12 months is to transition the rest of its<br />

paper-based billing customers to digital.<br />

"We produce around 1.4 million invoicing<br />

and proof of delivery (POD) documents for<br />

our customers every month," said Roger<br />

Connett, CTO at Wolseley. "It's much more<br />

efficient all round to make this information<br />

available digitally rather than on paper, and<br />

of course there is a huge cost and<br />

environmental benefit. Macro 4 has helped<br />

us to show customers that it's a better<br />

alternative by making the eBilling process<br />

frictionless and a pleasure to use."<br />

Previously Wolseley had outsourced its<br />

eBilling to a third-party document<br />

management company. However, only<br />

around a third of invoices were being sent<br />

electronically and getting more customers<br />

to switch was proving difficult. It was felt<br />

that a more user-friendly service that<br />

offered greater functionality to customers<br />

would encourage take-up by customers.<br />

Part of the issue was that previously only<br />

outstanding invoices could be viewed<br />

online via self-service and even these<br />

disappeared from the system once paid.<br />

PODs were not available online at all,<br />

which was unhelpful for customers<br />

wanting to keep track of their finances.<br />

The limited self-service also led to staff in<br />

Wolseley's branches spending significant<br />

time and effort handling customer<br />

requests for email and paper copies of<br />

documents - especially PODs.<br />

The new eBilling solution is based on<br />

Macro 4's Columbus enterprise information<br />

management software. It is designed to be<br />

simple and easy to use with an improved<br />

customer experience and a user-friendly<br />

registration process to encourage adoption.<br />

Customers can sign up to the eBilling<br />

service, which Wolseley has branded<br />

eDocuments (eDocs) on the<br />

Wolseley website. They can choose to have<br />

their documents automatically emailed on<br />

a daily, weekly or monthly basis and they<br />

also have access to a self-service portal<br />

where they can view all their invoices,<br />

credit notes, statements and PODs for the<br />

last seven years.<br />

"Many customers have commented on<br />

how easy the new system is to use, as well<br />

as how convenient it is to view invoices and<br />

corresponding PODs in one place," said<br />

Roger. "There is a marked improvement in<br />

the overall customer experience."<br />

New customers are now automatically<br />

signed up to paperless billing and Wolseley<br />

is confident that with the improved<br />

functionality and better experience<br />

delivered by the Macro 4 solution the<br />

company has the technology and systems<br />

in place to meet its digital transformation<br />

goal of going fully paperless.<br />

As more customers sign up, Wolseley<br />

expects to reap the full benefits of going<br />

digital, including savings in paper and<br />

postage and a reduction in the carbon<br />

footprint. The company also expects that by<br />

making it easy for customers to access<br />

documents online there will be fewer<br />

payment delays and improved cash flow.<br />

More info: www.macro4.com<br />

16 @<strong>DM</strong>MagAndAwards <strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong> www.document-manager.com

www.ccubesolutions.com<br />




CCube software suite currently manages<br />

some 450 million documents containing over<br />

52 billion pages for 32 million patients<br />

across 30 NHS organisations around the UK.<br />

Some of our NHS sites have been using the<br />

solution for over 20 years. Data on realisable<br />

benefits, from just three of our sites, shows<br />

a collective saving of c.£35M over 10 years.<br />




Tax in the Digital Revolution<br />

Scanning and capture can enhance the ability of any organisation to address the<br />

requirements of the HMRC's Making Tax Digital scheme, explains Andrew Cowling of<br />

PFU (EMEA)<br />

For centuries, accountancy has been a<br />

paper-based business. Invoices,<br />

receipts, cash, ledgers… the list goes<br />

on. However, the last few decades have<br />

seen an incredible acceleration into<br />

digital services - YouTube, Spotify, online<br />

banking - and accountancy too is moving<br />

in that direction!<br />

The UK government - or more specifically<br />

HMRC - wants to become one of the most<br />

digitally advanced tax administrations in the<br />

world. They've introduced a scheme called<br />

'Making Tax Digital' which aims to make<br />

fundamental changes to the tax system in<br />

order to reduce administration and become<br />

more effective, more efficient and easier for<br />

businesses to get their tax right.<br />


Making Tax Digital (MTD) is the<br />

government's strategy to digitise the tax<br />

administration system for VAT, Income Tax<br />

(self assessment) and Corporation Tax for<br />

businesses and individuals.<br />

Since the 1st April <strong>2022</strong> all VAT<br />

registered UK businesses are required to<br />

keep digital records and submit their VAT<br />

returns digitally. The deadline is also fast<br />

approaching for self-employed businesses<br />

and landlords with a business or property<br />

income above £10,000 per annum, as<br />

they must comply with the MTD rules by<br />

April 2024.<br />

What do we mean by digital records?<br />

Well, traditional bookkeeping has been<br />

literally that - information, dates and<br />

figures were recorded by hand in a paper<br />

format - usually in a book. Invoices and<br />

receipts were also kept in paper format.<br />

Making this information digital means<br />

converting the paper records into a digital<br />

format which can be shared, edited and<br />

viewed easily and securely on a computer,<br />

tablet or mobile phone.<br />


Before we look at how to convert paper<br />

into a digital format, what problems do<br />

paper-based records cause?<br />

Firstly, there's the physical aspect. Paper<br />

files can take up enormous amounts of<br />

space: filing cabinets, stuffed plastic wallets<br />

- even carrier bags!<br />

Secondly, invoices and receipts take time<br />

to search through. Misfiled or lost<br />

documents can waste hours of time, and all<br />

of this administration is costing your<br />

business time and money.<br />

Thirdly, paper records are prone to data<br />

errors: one figure in the wrong place can<br />

reduce accuracy, potentially leading to fines<br />

through filing inaccurate information.<br />

Finally, if there's a disaster such as fire,<br />

flooding or theft whilst the documents are<br />

in storage, those paper files are lost forever.<br />


Scanning your invoices, receipts and<br />

records converts it to a digital format,<br />

enabling a much easier transition to<br />

Making Tax Digital. Documents, files, and<br />

records can all be quickly and efficiently<br />

scanned and indexed through the use of a<br />

high speed paper scanner. After scanning,<br />

these documents can be securely and easily<br />

accessed via a computer, and if your data<br />

has been typed, the scanning process will<br />

convert the words into text data, so you<br />

can even search throughout the documents<br />

for a single word in a single page instantly -<br />

try doing that with a paper file!<br />

Using this digital data in conjunction with<br />

a specialist software solution, your scanned<br />

documents can be indexed and organised,<br />

meaning that it's much quicker to find<br />

specific information and reducing the<br />

possibility of manual inputting errors.<br />

Paperwork no longer needs to be stored,<br />

increasing your office space and offering<br />

greater security of data.<br />

18 @<strong>DM</strong>MagAndAwards <strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong> www.document-manager.com






MTD software offers a solution to save<br />

time by automating your key financial<br />

processes, which allows you to focus on<br />

developing your business. Fujitsu's market<br />

leading scanners and PaperStream<br />

capture software can play a vital role in<br />

this automation.<br />


Fujitsu specialises in automatic document<br />

scanners and offers a full range of devices<br />

from personal and desktop scanners,<br />

through to departmental and production<br />

scanners, which means that there is a<br />

solution to help businesses of any size<br />

with getting their accounts paperwork<br />

digitised and ready for indexing and filing.<br />

For small to medium business<br />

customers, particularly those with teams<br />

who share a single scanner, the ScanSnap<br />

iX1600 scanner helps to comply with<br />

MTD. It's simply the ultimate in personal<br />

productivity that gives time back to users<br />

by automating essential tasks. With a<br />

scanning speed of 40 pages per minute<br />

it's the fastest ScanSnap yet, and offers<br />

one-touch operation with a 4.3-inch<br />

colour LCD touchscreen. You can even set<br />

up pre-defined profiles and task buttons<br />

for up to 30 individual user profiles.<br />

The scanner uses AI to automatically<br />

scan, recognise and classify different<br />

document types and save them<br />

anywhere, even sending them directly to<br />

cloud services such as Expensify or<br />

Dropbox. Wi-Fi is enabled for operation<br />

anywhere with a wireless network,<br />

whilst the ScanSnap software is included<br />

as standard.<br />

For scanning on the go, Fujitsu also<br />

offers the ScanSnap iX100 - an innovative<br />

portable wireless scanner with a tiny<br />

footprint barely wider than a sheet of A4<br />

paper, fitting easily in a bag. This<br />

rechargeable scanner doesn't need any<br />

cables, and can scan straight to your PC,<br />

Mac or iOS or Android device - perfect<br />

for when you're away from the office.<br />

For something offering an on-ramp to<br />

accelerate your document management<br />

routines then the fi-8170 scanner with<br />

bundled PaperStream software helps<br />

supports digital transformation with<br />

industry leading accuracy and user<br />

experience, reduced power consumption<br />

and technology you can trust.<br />


Your business might already be affected<br />

by Making Tax Digital - if it's not<br />

something you've already looked at, now<br />

is the time to do so. The savings in time<br />

and money alone make it worthwhile, as<br />

one in three businesses reported<br />

spending less time on their record<br />

keeping and tax returns since MTD.<br />

Take some time to look at your current<br />

processes - how would it benefit you to<br />

go paper-free? Talk to your accountant to<br />

see if they can recommend compatible<br />

software. Have a look at the ScanSnap<br />

and fi Series ranges to see which scanner<br />

would best suit your needs.<br />

Whilst tax is not something any of us<br />

like to think about, a few hours spent on<br />

Making Tax Digital could end up<br />

increasing efficiency, reducing errors and<br />

giving you more time to spend growing<br />

and improving your business in the areas<br />

you'd like to focus on.<br />

More info: www.scansnapit.com/uk/<br />


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

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

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

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

with a range of goods and experiences in return for your sales and commitment.<br />

www.document-manager.com<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />

@<strong>DM</strong>MagAndAwards<br />



New digital transformation<br />

speeds are possible<br />

Housing association Hillcrest Group has been able to<br />

rapidly upgrade its digital processes to match its<br />

corporate aims and values<br />

Scottish housing organisation<br />

Hillcrest successfully implemented<br />

comprehensive digital processes in<br />

Accounts departments across its four<br />

businesses in a quarter of the time<br />

usually allotted for such tasks. Hillcrest<br />

had prioritised its plans to upgrade its<br />

digital document management, which<br />

had been used in the business for ten<br />

years, as a means to enhance operations.<br />


Hillcrest executives Angela Murphy,<br />

Finance Manager, and Mark Flattery, IT<br />

Manager, are among those who point to<br />

technology's rise in strategic importance<br />

as a critical component of conducting<br />

business, and not just as a source of cost<br />

efficiencies. Mark Flattery commented:<br />

"The digitisation project was designed to<br />

achieve business resilience."<br />

The Hillcrest Group has a clearly<br />

defined ethos with aims and values that<br />

contain watchwords such as sustainable,<br />

well-being, excellence and innovation<br />

that are embraced across its four<br />

businesses: Futures, Homes,<br />

Maintenance and Enterprises.<br />

Hillcrest had worked with Document<br />

Logistix for many years and turned to<br />

the document management specialist to<br />

ask how quickly, comprehensively and<br />

safely a company-wide digital solution<br />

could be implemented. Among the<br />

Hillcrest project goals were integration<br />

with QL Finance and the implementation<br />

of OCC to capture data contained in<br />

50,000 invoices processed annually.<br />


Angela Murphy says that historical<br />

payment processes created issues such<br />

as bottlenecks at each stage of the<br />

process. Bottlenecks, in turn, generated<br />

repetition and duplication leading to<br />

unproductive communication to resolve<br />

issues that may have been avoided.<br />

Other historical pitfalls resulted from<br />

20<br />

@<strong>DM</strong>MagAndAwards<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />






the proliferation of multiple image and<br />

document types.<br />

As with many organisations, the<br />

Covid-19 outbreak caused business<br />

disruption and remote working<br />

exacerbated process inefficiencies.<br />

"Automation became a high priority,"<br />

Angela said. "We viewed this as a sprint<br />

project. Speed - managed speed - was<br />

of the essence."<br />


The Document Manager<br />

implementation was more complex<br />

than most as each Hillcrest company<br />

had a different structure to the chart of<br />

accounts for coding purposes and three<br />

different workflow processes depending<br />

on the type of purchase (purchase<br />

order, works order and direct payment).<br />

The coding of invoices has been<br />

simplified using the templating feature<br />

by supplier and automated matching<br />

with open purchase orders and works<br />

orders. Express works orders are now<br />

flagged for attention if required data is<br />

not present to allow payment, and the<br />

invoice approval process is better<br />

defined, controlled and automated.<br />

Tim Cowell, Document Logistix CIO,<br />

commented that the fast-track project<br />

stood out in a number of ways.<br />

"Hillcrest was a model customer to<br />

work with: their project team was very<br />

enthusiastic and thorough at all<br />

stages, and they came to the project<br />

with well-defined expectations.<br />

Hillcrest also allowed enough time for<br />

meticulous testing to be undertaken<br />

prior to roll-out."<br />



A straw poll of organisations that had<br />

undertaken comparable projects<br />

revealed that they took a minimum of<br />

eighteen months and usually more than<br />

two years to complete. The Hillcrest<br />

digitisation project was completed in<br />

just six months while working under the<br />

constraints of Covid guidelines.<br />

Angela Murphy says that people<br />

throughout Hillcrest experienced very<br />

positive changes following the project's<br />

completion: "Everything was<br />

immediately less cluttered; email<br />

communications subsided; we had<br />

clear user dashboard visuals; managers<br />

and directors felt they had effective<br />

tools to assist them; and stakeholder<br />

relations in our Maintenance business<br />

were enhanced."<br />

She went on, "With automated alerts<br />

on tasks, thresholds, authorisations and<br />

escalations, we can now be much more<br />

targeted and focused - for example, in<br />

the case of a payment dispute - and<br />

eliminate potentially relationshipdamaging<br />

bottlenecks. The tasks and<br />

reporting that were previously too<br />

complicated to generate more regularly<br />

than on a weekly basis, we can now do<br />

easily every day."<br />


It is not often that an organisation can<br />

overhaul its workflow processes as the<br />

task can appear overwhelming.<br />

However, once committed, a business<br />

has opportunities to introduce unique<br />

automated processes that embed<br />

policies and best practice.<br />

Hillcrest looked to supersede historical<br />

practices that included paper<br />

management, manual processes and<br />

scanning. The aim was to build a<br />

future-proof, sophisticated system<br />

aligned to the organisation's guiding<br />

principles that would support its plans<br />

for growth and diversification.<br />

A key characteristic of digital processes<br />

is visibility; everyone can see the process<br />

logic. Feedback from stakeholders<br />

suggests that processes run very<br />

smoothly, with in-built controls, secure<br />

storage, full audit trails, automated<br />

workflows and a significant reduction in<br />

human error.<br />

The availability of business intelligence<br />

reports, exception reports, line-of-sight<br />

across invoices in the general ledger,<br />

and ready reconciliations, mean that<br />

Hillcrest can mine its new<br />

administrative platform to gain<br />

strategic business advantage.<br />



The watchwords in Hillcrest's values<br />

underpin the Group's leadership<br />

programme and all of the Group's<br />

activities. Sustainability and innovation<br />

had to be incorporated in the business<br />

plan for a back-office function as much<br />

as they would be a natural<br />

consideration for housing projects.<br />

Service is a prime performance metric<br />

in the Housing sector which is heavily<br />

regulated and requires detailed<br />

statistical returns about suppliers and<br />

delivery. As Document Manager has<br />

ready reporting and full activity audit<br />

trails, Hillcrest is now in a position to<br />

demonstrate exactly how it achieves<br />

best practice.<br />

Angela Murphy concluded: "The<br />

positive changes within Hillcrest have<br />

been far reaching. Everyone felt part of<br />

the project. We have witnessed a<br />

change in staff mindsets, more<br />

engagement, and an increase in<br />

confidence. The new systems facilitate<br />

collaboration and we foresee further<br />

enhancements."<br />

More info: www.document-logistix.com<br />

www.document-manager.com<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />

@<strong>DM</strong>MagAndAwards<br />



Smart MFDs for a digital future<br />

Gabriela Garner, Product Marketing Director at Kofax, explains how applying intelligent<br />

automation capabilities to MFDs can 'accelerate the journey to your future vision'<br />

There's no doubt about it: the hybrid<br />

workplace is here to stay. The<br />

majority of companies will adopt a<br />

hybrid work model, employing a mix of inperson<br />

and remote employees, according<br />

to the Forrester '2021 Predictions:<br />

Accelerating Out of the Crisis' report.<br />

But what is remote work? During the<br />

pandemic, remote work became<br />

synonymous with people working from<br />

home, sporting "business on top and PJs<br />

on the bottom." While this image can give<br />

us a good laugh, it doesn't fully<br />

encompass all that remote work truly is for<br />

the modern-day organisation. Long before<br />

COVID-19, remote work of a different sort<br />

was in full swing as colleagues<br />

collaborated with other departments<br />

within the same building and different<br />

offices around the world. When we look at<br />

this expanded definition, most of us have<br />

probably been engaging in remote<br />

work for a long time.<br />

Organisations have been able to<br />

support employees as they<br />

work with colleagues in<br />

different teams, buildings,<br />

cities and countries thanks<br />

to the vast improvements in<br />

access to digital<br />

information. The postpandemic<br />

version of<br />

remote work, however,<br />

ushered in a sudden shift<br />

in the workplace<br />

dynamic. Many<br />

companies quickly<br />

realised they weren't<br />

far enough along in<br />

their digital<br />

transformation<br />

efforts to support<br />

the rapid rise of<br />

this new type<br />

of remote<br />

work and<br />

the<br />

data it generates.<br />

Instead, they found themselves caught<br />

between a rock and a hard place, trying<br />

to find a way to keep the wheels of<br />

"business as usual" turning while steadily<br />

rising to the level of digital aptitude<br />

required to help employees thrive in the<br />

new hybrid and remote work models. This<br />

may seem like an impossible battle to<br />

win, but there are innovative and effective<br />

technologies that can help organisations<br />

work toward the future without<br />

compromising the present. In fact, the<br />

right solution can even accelerate the<br />

speed with which today's workflows are<br />

executed while simultaneously boosting<br />

strategic progress toward a more<br />

automated, digital tomorrow.<br />

If you're wondering how to get started<br />

and connect the dots between today and<br />

tomorrow, look no further than your<br />

multi-function devices. MFDs have been a<br />

mainstay in most organisations for quite<br />

some time, but when the right automation<br />

technology is applied to them, they're<br />

transformed into versatile powerhouses.<br />

Intelligent automation unlocks the full<br />

potential of MFDs, making them smart<br />

devices that can accelerate your digital<br />

strategy and serve as the connective tissue<br />

between your current state of digital<br />

transformation and where it needs to go.<br />


Just about every organisation, regardless<br />

of where they are in their digital<br />

transformation, is leveraging automation<br />

as part of the effort to achieve their vision<br />

for the future. But there's much work to be<br />

done. Almost half (48 percent) of decision<br />

makers surveyed said their organisations<br />

have manual or only partially automated<br />

processes, according to the Kofax '2021<br />

Intelligent Automation Benchmark Study<br />

Part 1: Successful Automation Requires an<br />

Integrated Vendor Strategy'. Another piece<br />

of the study discovered that while the<br />

22<br />

@<strong>DM</strong>MagAndAwards<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />



number of use cases for which<br />

organisations are utilising automation is<br />

increasing, adoption rates for more<br />

mature use cases such as back-office<br />

tasks, decisioning and accounts payable<br />

are still fairly low. In other words, there's a<br />

lot of room for improvement.<br />

When asked what they consider to be<br />

the most critical use cases for automation,<br />

decision makers listed robotic process<br />

automation (RPA) (61 percent), artificial<br />

intelligence/machine learning (43 percent)<br />

and digital process automation (40<br />

percent) as the top three responses. It's<br />

interesting that all three require document<br />

intelligence in order to succeed.<br />

Organisations must be able to ingest,<br />

classify and extract unstructured data<br />

from all documents, regardless of format,<br />

so the data can be processed and<br />

analysed for actionable insight. The only<br />

way to accomplish this is with document<br />

intelligence. A combination of intelligent<br />

automation technologies such as<br />

intelligent capture with advanced contentaware<br />

capabilities empowers<br />

organisations to classify documents,<br />

extract all relevant data and make wellinformed<br />

decisions with the information<br />

as well as automatically initiate documentbased<br />

workflows.<br />

Where is your business today when it<br />

comes to documents? Perhaps your<br />

company is moving away from printing<br />

completely. If so, you're not alone. Digital<br />

scanning and capture are faster, more<br />

accurate, more easily accessible and more<br />

efficient. Just think about how much time<br />

is saved by searching for a digital<br />

document as opposed to flipping through<br />

stacks of paper or filing cabinets.<br />

At the same time, there are several<br />

reasons why printing isn't going away.<br />

Disparate systems within the company<br />

may not connect with each other, and in<br />

the new hybrid world, employees may not<br />

have access to paper documents when<br />

they need them. For these organisations,<br />

printing remains a critical element of the<br />

business infrastructure. But as the volume<br />

of data collected grows at exponential<br />

rates, the need to digitise becomes<br />

stronger by the minute.<br />

The challenge, then, is how to progress<br />

toward digitisation without interrupting<br />

day-to-day operations. Is it even possible?<br />



You may not think of your MFDs as a<br />

stepping stone to digital workflow<br />

transformation, but by applying<br />

intelligent automation capabilities to<br />

MFDs they become an on-ramp to<br />

transformation and a bridge that<br />

connects organisations to their digital<br />

futures. What's even better is that smart<br />

MFDs also improve speed, efficiency and<br />

productivity now, enabling you to do a<br />

better job today while accelerating the<br />

journey to your future vision.<br />

You may be asking, "Why intelligent<br />

automation?" Anything less, such as a<br />

piecemeal approach to automation, has<br />

several drawbacks. According to<br />

decision makers, a siloed approach<br />

results in high technical debt (46<br />

percent), delays in successful outcomes<br />

(35 percent) and problems of scale (34<br />

percent), as discovered in part two of<br />

our benchmark study, 'Automation at<br />

Scale: Bridging the Gap Between IT and<br />

the Business'. Intelligent automation<br />

provides a comprehensive set of<br />

capabilities so organisations can achieve<br />

end-to-end automation with a flexible<br />

and scalable platform.<br />

MFD fleets powered by intelligent<br />

automation software allow companies to<br />

meet (and even exceed) the needs of<br />

today, while speeding up the path to<br />

tomorrow by empowering companies to:<br />

1. Achieve continual improvement on<br />

short-term business objectives while<br />

sustainably executing on the broader<br />

transformation vision. MFDs can<br />

intelligently capture information from<br />

digital and physical documents,<br />

process the information and transmit<br />

it wherever it needs to go across the<br />

enterprise.<br />

2. Digitally connect disparate systems<br />

within an organisation's ecosystem<br />

and eliminate manual, error-prone,<br />

paper-based processes. Intelligent<br />

automation eliminates the need for<br />

separate systems to print, sign, scan<br />

and fax. Integration with enterprise<br />

applications, legacy systems,<br />

transforms enterprise document<br />

management workflows.<br />

3. Control the rate of progress based on<br />

the changing needs of the business.<br />

Keep printing where it's still essential -<br />

manage everything securely and<br />

ensure compliance with redaction,<br />

watermarking and audit trail reporting<br />

capabilities. Meanwhile, other areas<br />

can shift to data capture and all-digital<br />

workflows. A flexible platform gives<br />

organisations a choice and supports<br />

growth, meeting your immediate and<br />

long-term needs.<br />

4. Improve productivity of the distributed<br />

workforce and delight remote<br />

employees in any capacity with access<br />

to critical business information from<br />

any location without connectivity<br />

disruptions. A consistent user<br />

experience for print, capture and<br />

mobile across all devices is convenient<br />

and simple, keeping your remote and<br />

hybrid workers agile and connected.<br />

5. Accelerate the business results of<br />

today while maximising your strategic<br />

goals for business transformation<br />

tomorrow. Advanced capture and<br />

print workflows drive efficiency and<br />

productivity of the daily grind.<br />

Employees have easy access to more<br />

accurate information from any<br />

location and device, so they can get<br />

work done faster while the business<br />

simultaneously moves toward the<br />

digitisation needed for future success.<br />

Predictive analytics allow users to<br />

harness the power of data, so you can<br />

make informed business decisions on<br />

the digital transformation journey.<br />

No matter where you rank on the digital<br />

aptitude scale, one thing is clear - smart<br />

MFDs backed by intelligent automation<br />

help organisations build a foundation<br />

today for a complete digital<br />

transformation tomorrow. Connect the<br />

dots between the present and the future,<br />

faster than ever, and start working like<br />

tomorrow, today.<br />

More info: www.kofax.com<br />

www.document-manager.com<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />

@<strong>DM</strong>MagAndAwards<br />



'Not if, but when': time to<br />

review your BCDR strategy<br />

Backup your data - and help keep your business safe,<br />

says Joe Noonan, Product Executive, Backup and<br />

Disaster Recovery, Unitrends and Spanning<br />

Backup and disaster recovery<br />

solutions have always been<br />

critical components for any<br />

business. The past two years have,<br />

however, raised the stakes. The<br />

pandemic has highlighted the scale of<br />

the data threats facing every business<br />

today. Cybercrime is rampant, with<br />

ransomware, account takeover attacks,<br />

and phishing schemes all proliferating.<br />

Moreover, while hardware failures do<br />

not make the news, they are a<br />

frequent occurrence that can cause<br />

significant data loss across an<br />

organisation along with deletions<br />

through user error or malicious intent.<br />

The shift to remote working over the<br />

past two years has also raised levels of<br />

business vulnerability. Work from home<br />

(WFH) and hybrid arrangements have<br />

created more challenges for IT<br />

professionals, especially with the rise in<br />

shadow IT, which is the use of software<br />

and devices without the explicit<br />

approval of the IT department. More<br />

employees working remotely means<br />

more opportunities for cybercriminals<br />

to breach weaker defences across a<br />

distributed network of personal<br />

devices, corporate laptops, unsecured<br />

Wi-Fi networks, and exponentially<br />

more remote connections to their<br />

servers and applications.<br />


Cybercriminals have taken advantage of<br />

the remote and hybrid work world to<br />

conduct increasingly sophisticated<br />

attacks, making it even more critical for<br />

businesses to assess their business<br />

continuity and disaster recovery (BCDR)<br />

plans frequently. In fact, the UK<br />

Information Commissioner's Office<br />

(ICO) recently announced that it<br />

recorded a 2,650% surge in phishing<br />

and a 423% increase in malware<br />

incidents in 2021. Employees working<br />

from home are often an especially<br />

vulnerable target.<br />

As the cybercrime landscape evolves,<br />

organisations must shift to a "not if,<br />

but when" mindset when assessing<br />

their security needs, which includes<br />

their BCDR strategy.<br />

24<br />

@<strong>DM</strong>MagAndAwards<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />










STRATEGY."<br />


Today, with growing cyber-threats<br />

along with data living in more places<br />

than ever before, we are increasingly<br />

seeing the importance of having<br />

stringent data backup technologies<br />

and processes. It is especially key when<br />

you consider there is often zero<br />

tolerance for downtime in an alwayson<br />

world. Businesses are - often<br />

unrealistically - expected to be back up<br />

and running as normal immediately<br />

after a system failure.<br />

A robust backup approach is crucial if<br />

organisations want to avoid losing<br />

critical data. Many businesses find that<br />

difficult. Backup is often manual and<br />

unreliable, with administrators often<br />

wasting many hours every week<br />

babysitting the process and<br />

considerable time fixing errors.<br />

Additionally, tests to ensure that<br />

disaster recovery, or even just local<br />

recoveries, will work well have become<br />

more important as the amount of data<br />

continues to grow. But since these<br />

tests are often time-consuming, they<br />

typically are not completed as<br />

frequently as they need to be, are<br />

completed in inadequate ways, or<br />

sometimes not at all.<br />


Organisations that prioritise unified<br />

BCDR solutions will be best positioned<br />

to stop data loss incidents, whether<br />

through malicious cyberattacks,<br />

natural disasters, outages, power or<br />

hardware failures or accidental data<br />

deletion. BCDR represents a set of<br />

approaches or processes that help an<br />

organisation recover from a disaster<br />

and resume its routine business<br />

operations.<br />

Disaster recovery is a key element of<br />

an organisation's recovery strategy and<br />

involves getting IT systems up and<br />

running quickly following a disaster.<br />

Businesses need to determine<br />

acceptable downtime for critical<br />

systems and implement backup and<br />

disaster recovery solutions for them, as<br />

well as SaaS application data.<br />

Planning for disaster recovery involves<br />

first defining parameters for the<br />

company such as recovery time<br />

objective (RTO) - the maximum time<br />

systems can be down without causing<br />

significant damage to the business,<br />

and recovery point objective (RPO) -<br />

the amount of data that can be lost<br />

without affecting the business.<br />

Critically too, it also includes<br />

implementing backup and disaster<br />

recovery BCDR solutions and creating<br />

processes for restoring applications<br />

and data on all systems.<br />


To simplify the disaster recovery<br />

process, unified BCDR solutions use<br />

automated disaster recovery testing to<br />

ensure backups are ready when<br />

disaster strikes.<br />

Indeed, this kind of testing is a vital<br />

part of a backup and recovery plan.<br />

Without proper testing, organisations<br />

will never know if their backup can be<br />

recovered. According to the 2019<br />

State of IT Operations Survey Report,<br />

only 31 percent of the respondents<br />

test their disaster recovery plan<br />

regularly, which shows that businesses<br />

usually underestimate the importance<br />

of testing. Automation also plays a key<br />

role in day-to-day backup operations<br />

with unified BCDR solutions, with<br />

features that proactively fix common<br />

problems in the backup environment.<br />

Technicians can spend up to 33% of<br />

their day monitoring, managing, and<br />

troubleshooting backups.<br />

Organisations should therefore look<br />

for solutions that provide a unified<br />

view from a single dashboard to help<br />

save time and reduce human error. To<br />

achieve this, the best BCDR solutions<br />

integrate seamlessly with existing IT<br />

solutions.<br />

Every second counts in mitigating<br />

cyber-attacks, so organisations should<br />

look for unified BCDR technologies<br />

that use AI and machine learning to<br />

identify suspicious activity and alert<br />

administrators.<br />

Getting the BCDR strategy right is<br />

critically important to the ongoing<br />

viability of any business. When<br />

implemented properly, it will ensure<br />

that organisations are able to operate<br />

as normally possible after an<br />

unexpected interruption, with minimal<br />

loss of data.<br />

Ultimately it will allow IT decisionmakers<br />

to stop losing sleep over<br />

missed backups and failed recoveries<br />

and move positively ahead with a<br />

unified BCDR solution that offers the<br />

peace of mind they need.<br />

More info: www.unitrends.com<br />

www.document-manager.com<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />

@<strong>DM</strong>MagAndAwards<br />



Bridging the information gap<br />

A metadata-driven document management platform from M-Files is delivering<br />

efficient information management and optimising collaboration for Finland's Crown<br />

Bridges Light Rail Alliance<br />

The Crown Bridges Light Rail Alliance<br />

is a unique transport project located<br />

in the heart of Helsinki, Finland. The<br />

alliance promotes dynamic and sustainable<br />

urban development that benefits several<br />

districts. The project will connect Laajasalo,<br />

Korkeasaari, and Kalasatama to Helsinki's<br />

city centre, and also provide a new seaside<br />

route for cyclists and pedestrians. The<br />

project will also include other earthworks,<br />

street construction and municipal<br />

engineering works.<br />

The project encompasses new tramlines,<br />

bridges, cycle paths, and other urbanplanning<br />

related construction projects.<br />

Comprehensive information management<br />

plays an important role in the project's<br />

continued success: experts from various<br />

organisations must simultaneously<br />

produce, access, and edit documents and<br />

other vital information. As such, all project<br />

stakeholders, from clients to contractors<br />

and subcontractors, must work within the<br />

same information management<br />

environment.<br />

The Crown Bridges Light Rail Alliance<br />

project employs 500 knowledge workers,<br />

experts, and subcontractors to create and<br />

process documents. So far, the project has<br />

already produced more than 70,000<br />

documents. Thanks to M-Files' state-ofthe-art<br />

document management platform,<br />

the project now exercises resilient, robust<br />

control over all documents and subprojects.<br />

All stakeholders with access<br />

rights can securely access and edit the<br />

right document versions from anywhere<br />

at any time.<br />

"The number of documents and<br />

information and the number of people<br />

using them in the Crown Bridges Light Rail<br />

Alliance project is massive, making agreedupon,<br />

clear information management<br />

policies and automation even more<br />

important," said Liisa Kemppainen,<br />

information modeller, Crown Bridges Light<br />

Rail Alliance.<br />

"With M-Files, we can ensure that<br />

information is always up-to-date and easily<br />

accessible. Day-to-day work is simplified<br />

with centralised information management,<br />

model-based design, and digital services.<br />

All this saves time and costs and optimises<br />

accountability and interactivity. The right<br />

information needs to be in the right place<br />

at the right time," she said.<br />

"M-Files is ideally suited to support<br />

large-scale urban planning projects such<br />

as the Crown Bridges Light Rail Alliance,"<br />

said Antti Nivala, founder and CEO, M-<br />

Files. "Our metadata-driven document<br />

management platform ensures all<br />

stakeholders have secure access to the<br />

documents and information they need<br />

and enables them to manage that<br />

information in the same system. When<br />

information is always up-to-date and<br />

there are no information silos between<br />

stakeholders, the business risks<br />

associated with construction projects are<br />

greatly reduced."<br />




In addition to the cloud-based, metadatadriven<br />

document management platform<br />

provided by M-Files, the M-Files Hubshare<br />

portal serves as an information and<br />

document sharing tool for external<br />

suppliers and stakeholders. Project<br />

partners have secure access to the required<br />

information and documents - either by<br />

directly using M-Files or via the M-Files<br />

Hubshare portal. All stakeholders can edit<br />

and process the same documents,<br />

ensuring accurate version control.<br />

The M-Files platform also ensures<br />

systematic data management through<br />

automation and common workflows. For<br />

example, documents can be automatically<br />

named and assigned to folder views based<br />

on applicable metadata. Since the<br />

necessary information still needs to be<br />

accessible at the end of a project, the<br />

document management platform retains<br />

everything and helps serve as a baseline<br />

for new projects.<br />

More info: www.m-files.com<br />

26 @<strong>DM</strong>MagAndAwards <strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong> www.document-manager.com


Without business context, AI's<br />

potential is massively compromised<br />

Too much of the focus even for powerful 'deep learning'<br />

applications today is in silos and fails to join the dots<br />

across the enterprise - which means companies aren't<br />

benefitting from an enriched knowledge base, says Dr<br />

John Bates, CEO of SER Group<br />

For every exciting and highly-valued AI<br />

tool developer on the market, there<br />

are countless enterprise customers<br />

using their products to a fraction of their<br />

potential. And, while the software<br />

products are transformational in their own<br />

way, allowing a labour-intensive activity to<br />

be automated, this is only the top of the<br />

iceberg of enterprise AI's real scope.<br />

Although these are by no means<br />

unintelligent robotic process automation<br />

tools, the tools I'm referring too are<br />

largely pattern-detection based. That is,<br />

they are designed to train and use AI to<br />

recognise and make sense of documents<br />

and their contents.<br />

Using image and text recognition they<br />

can detect when incoming PDFs or paper<br />

documents are invoices, for instance, and<br />

make an experienced guess<br />

(algorithm/score-based) on which of the<br />

various content parts or document fields<br />

constitute the company name, tax ID,<br />

payable value, and so on. And they can go<br />

on to part-process that information in a<br />

semi-structured way (populate a database,<br />

check a box, trigger the next step in a<br />

workflow), easing the strain on busy<br />

teams and so on.<br />

However, pattern matching is only half of<br />

the story. Real transformation comes only<br />

when this kind of activity can be<br />

integrated with the bigger enterprise<br />

picture - improving end-to-end visibility,<br />

enabling reliable onward decision-making,<br />

streamlining extended processes, reducing<br />

risk and increasing revenue opportunities.<br />

Without that integration and wider<br />

contextualisation, even the slickest<br />

intelligent order or invoice automation<br />

solution (or whatever the immediate use<br />

case) will be restricted in its potential. Each<br />

time the system encounters a new<br />

document it will be as a goldfish,<br />

beginning its memory-less discovery again<br />

from scratch. In short, the company isn't<br />

building an enriched knowledge bank.<br />




The problem in these early scenarios is<br />

that, however 'smart' the AI-enabled<br />

automation tool may be, it isn't building<br />

up exploitable, reusable knowledge about<br />

Bates Ltd/John Bates and his track record<br />

as a supplier - or conversely his buying<br />

habits as a customer (nor his payment<br />

history, nor his satisfaction rating). So it<br />

isn't contributing to the nirvana that is the<br />

360-degree customer/supplier view. And,<br />

unless the facility feeds straight into ERP<br />

and finance systems, it isn't going to result<br />

in John's latest order/payment being<br />

approved any faster, as he hasn't been<br />

identified as a known account - and<br />

indeed his transaction can't even be<br />

identified as non-fraudulent.<br />

The problem is that the intelligent AI<br />

capability isn't joining the dots. It isn't<br />

matching orders to historic customer<br />

records or invoices to POs. The gains to<br />

the business, then, and in the form of an<br />

improved experience for John or for Bates<br />

Ltd, aren't as 'transformative' as they<br />

might be.<br />

This is the vital next step for AI in the<br />

enterprise, then: the blending of AI and<br />

latest best practice in advanced<br />

document management with - and so it<br />

contributes to - synthesised institutional<br />

knowledge. Here - across an entire<br />

platform, and multiple applications - the<br />

company's AI-enhanced knowledge bank<br />

is enriched by every document that ever<br />

passes across it. Each one is remembered,<br />

each one adds to enterprise learning - to<br />

the bigger picture.<br />



With this powerful interplay of pattern<br />

recognition and contextual AI, the scope<br />

for business process transformation<br />

increases several-fold. Now, once an<br />

incoming document has been identified,<br />

the AI-enabled content services platform<br />

knows not just what it is and what its<br />

constituent information means, but also<br />

what to do with it next - which systems<br />

need to be updated, and which next-level<br />

actions can be triggered confidently.<br />

If it's an invoice from a recognised<br />

supplier, and the amount tallies with the<br />

PO/with what was expected, it could be<br />

that protracted processes (sequential<br />

approvals) are now circumvented, for<br />

instance - resulting in faster payment for a<br />

loyal supplier.<br />

As orders rack up for a recently-added<br />

customer, meanwhile, discounts and other<br />

28 @<strong>DM</strong>MagAndAwards <strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong> www.document-manager.com







incentives could be invoked to reward<br />

loyalty - or to compensate for a recent<br />

poor experience. If it's a HR/workforcebased<br />

scenario, this could be about<br />

building a picture from sickness days,<br />

holiday bookings, record access or<br />

meeting requests of employees who may<br />

be feeling restless, anxious or dissatisfied.<br />

This would allow line managers to step in<br />

with a timely review, revised training plan,<br />

pay rise or promotion to prevent valued<br />

talent from leaving.<br />



While a plethora of 360-degree<br />

CRM/SCM/ERP/HCM applications have<br />

long promised to provide the kind of<br />

holistic intelligence business managers<br />

dream of, the effectiveness of these<br />

systems relies on the information that<br />

teams proactively feed them.<br />

Simply using these systems doesn't<br />

guarantee that a sales team will know<br />

when they are wasting their time<br />

(because that customer is a lousy payer),<br />

or that there's a related contract currently<br />

with the Legal team, or that staff from<br />

that company have outstanding requests<br />

with the service desk.<br />

Add advanced, AI-enabled document<br />

intake/content management into the mix<br />

- a capability that transcends a single<br />

application or department - and that<br />

whole-picture view will be continuously<br />

enriched automatically. This in turn will<br />

help drive ever better decisions and more<br />

timely interventions or service delivery,<br />

while enabling the identification and<br />

exploitation of new revenue and business<br />

growth opportunities.<br />


There's another important reason why AI's<br />

potential should be decoupled from<br />

single-purpose applications, and that's in<br />

the interests of future-proofing. A<br />

software application that is marketed<br />

'with AI in it' is, by definition, already out<br />

of date. The technology is developing so<br />

rapidly that any capabilities embedded<br />

today will have a very limited shelf life.<br />

Where a software application comes<br />

with 'AI built in' also suggests that these<br />

software companies have bet on a<br />

particular AI/machine-learning<br />

framework. That could be Google<br />

TensorFlow, Microsoft Azure Cognitive<br />

Services, a Python-based framework, or<br />

specific capabilities for pattern<br />

matching/image recognition or natural<br />

language processing (BERT, ERNIE, etc.).<br />

Given how quickly things change and<br />

leading technologies are disrupted,<br />

going all in with a single AI framework is<br />

a risky move.<br />

Rather than standardise on any one set<br />

of capabilities, companies would<br />

probably do better to plump for an open<br />

content architecture, which supports any<br />

combination of current and future AI<br />

options on a 'composable' basis, as<br />

needs change and as technology<br />

continues to evolve.<br />


As enterprises move beyond the lowhanging<br />

fruit in their AI ambitions - in<br />

other words, beyond superficial, RPAbased<br />

automation (with its emphasis on<br />

screen-scraping/cutting-and-pasting of<br />

content rather than on understanding<br />

and modelling its semantics) - the focus<br />

must shift to cross-enterprise<br />

integration and contextualisation. That's<br />

if businesses are to exploit AI and<br />

machine learning to its fuller potential,<br />

and deliver that elusive 'single view' of<br />

customers/suppliers/employees/products<br />

- or whatever the strategic goal<br />

happens to be.<br />

A whole raft of external market<br />

developments - in the global economy,<br />

in the reinvention of the workplace, and<br />

in the world of technology - are<br />

creating the perfect storm for AI's<br />

extended and more deeply integrated<br />

role in an organisation and its<br />

processes. As the technology's use<br />

becomes more embedded, it is proving<br />

invaluable in augmenting and<br />

accelerating the vital everyday work that<br />

human teams are working so hard to<br />

stay on top of.<br />

It's in this context that composable,<br />

embedded AI use will drive the next,<br />

more ambitious waves of intelligent<br />

content and related process<br />

automation. That's if organisations take<br />

the broad view of AI and smarter<br />

knowledge use across their operations.<br />

More info: www.sergroup.com<br />

www.document-manager.com<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />

@<strong>DM</strong>MagAndAwards<br />



Founded in 1851, The Royal<br />

Marsden Hospital was the first<br />

cancer hospital established in the<br />

entire world. Even today, the hospital<br />

remains dedicated exclusively to cancer<br />

care - not only diagnosis and<br />

treatment, but also helping patients<br />

live with and beyond the disease.<br />

Like many hospitals across the NHS,<br />

The Royal Marsden is in the midst of a<br />

digital transformation journey with an<br />

Clinical efficiency<br />

This leading global cancer hospital is increasing clinical<br />

and administrative efficiencies by enabling a complete<br />

digital patient record with the help of Hyland<br />

Healthcare<br />

end goal to eliminate paper, improve<br />

clinical and administrative workflows,<br />

optimise patient care and support<br />

research. The Royal Marsden realises<br />

this shift will require much more than<br />

the purchase of a new electronic<br />

patient record (EPR) platform.<br />

"I think there's been a tendency to<br />

view off-the-shelf EPR software<br />

products as complete digital health<br />

record solutions," says Lisa Emery, chief<br />

information officer at the Royal<br />

Marsden Hospital. "We know they're<br />

not. An EPR product is a large and<br />

central part of it, but a complete digital<br />

health record also requires the<br />

integration of clinical documentation,<br />

digital diagnostics, medical images and<br />

more."<br />

Emery speaks from experience. The<br />

Royal Marsden is a pioneer of sorts<br />

when it comes to EPRs - developing its<br />

own in-house EPR solution nearly 30<br />

years ago. The provider realises an<br />

upgrade is necessary to meet the<br />

evolving demands of the industry and<br />

to provide a more comprehensive<br />

research data set, and is currently<br />

evaluating new EPR solutions. However,<br />

it is also keenly aware that a new EPR<br />

on its own won't address all of its<br />

30<br />

@<strong>DM</strong>MagAndAwards<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />







needs. Therefore, the Royal Marsden is<br />

taking a phased approach to digital<br />

transformation - one where OnBase,<br />

Hyland Healthcare's enterprise<br />

information platform, plays an integral<br />

part today and will continue to in the<br />

future.<br />


The first phase of The Royal Marsden's<br />

digital transformation is enabling<br />

electronic document management<br />

(E<strong>DM</strong>) in core areas of the hospital and<br />

integrating these capabilities with its<br />

existing home-grown EPR.<br />

The Royal Marsden began by rolling<br />

out OnBase in its Rapid Diagnostic<br />

and Assessment Centres (RDACs).<br />

These clinics serve as one-stop shops<br />

where patients with suspected cancer<br />

come to receive testing, diagnosis and<br />

treatment options on the same day.<br />

The processes and workflows that drive<br />

care at the RDACs are very paperintensive.<br />

The Royal Marsden believes<br />

digitising this documentation first and<br />

linking it to its existing EPR produces<br />

the greatest efficiencies for the<br />

hospital and serves as a good use case<br />

for other departments to follow.<br />

Emery also believes linking electronic<br />

documents to the Royal Marsden's<br />

existing EPR will aid in the eventual<br />

transition to a new EPR product. "Our<br />

goal is to create a mind shift at The<br />

Royal Marsden where we get clinicians<br />

and administrative staff to start<br />

digitising content and accessing this<br />

information electronically long before<br />

we implement a new EPR," she says.<br />

"This way, when we cut over to a new<br />

EPR, the staff will be used to accessing<br />

documents and images in this way and<br />

it will streamline change<br />

management."<br />


In addition to digitising clinical<br />

documentation in the RDACs, The<br />

Royal Marsden is also leveraging<br />

OnBase to link a wide array of medical<br />

images and digital photography to the<br />

EPR. The impact of this effort has been<br />

significant, particularly for<br />

administrative staff and clinicians.<br />

"The people who see the impact of<br />

OnBase on a day-to-day basis are the<br />

clinical administrative staff," says<br />

Marcus Thorman, Chief Financial<br />

Officer at The Royal Marsden. "It's<br />

transformed the way they work. They<br />

no longer have to handle individual<br />

paper records for individual patients.<br />

They are no longer losing pieces of<br />

paper, seeing documents go missing or<br />

forever chasing after stuff. It's all there<br />

digitally in the system."<br />

Clinicians have gained the benefit of<br />

a more complete view of the patient.<br />

"There's an absolutely vast array of<br />

information that needs to be<br />

incorporated into an EPR to make sure<br />

the clinician is fully aware of<br />

everything that is contributing to the<br />

patient's disease and should be<br />

contributing to the patient's<br />

treatment," says Dr. Tim Wigmore,<br />

consultant, intensivist and former chief<br />

clinical information officer at The Royal<br />

Marsden. "This includes everything<br />

from test results to echo images to<br />

MRIs and more. OnBase provides a<br />

single pane of glass that brings all of<br />

this together in one place in a<br />

structured fashion that is easily<br />

searchable."<br />

For example, prior to OnBase, if a<br />

clinician wanted a copy of a medical<br />

image, they needed to go to the<br />

medical photography department and<br />

request a printed hard copy. With<br />

OnBase, they can actually sit in the<br />

clinic and pull a digital version of that<br />

content up in the EPR. This capability<br />

helps saves time and improve quality<br />

because the digital images are in high<br />

resolution.<br />


The Royal Marsden has only begun to<br />

expand the capabilities of OnBase<br />

throughout the enterprise. The<br />

hospital is currently working with<br />

Hyland to implement OnBase in other<br />

areas including clinical trials and<br />

surgery. The clinical trial process at The<br />

Royal Marsden is also very paper<br />

intensive.<br />

The hospital could have as many as<br />

900 trials running at any time and<br />

there are a lot of paper-driven<br />

regulations and controls that impact<br />

the process. The ability to digitise and<br />

expose much of this paperwork using<br />

OnBase could be very advantageous.<br />

"Some of our researchers currently<br />

spend as much as the first six months<br />

of their fellowship working through<br />

paper records trying to find patient<br />

candidates for a clinical trial," says<br />

Emery. "By digitising these paper<br />

records, we can facilitate search and<br />

give these fellows back time to<br />

conduct valuable research."<br />

The Royal Marsden views OnBase as<br />

an integral part of its current and<br />

future digital transformation initiatives.<br />

The solution is positioned to sit<br />

alongside whatever new EPR solution<br />

the provider implements in the near<br />

future.<br />

More info: www.hyland.com<br />

www.document-manager.com<br />

<strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong><br />

@<strong>DM</strong>MagAndAwards<br />



The consolidation game<br />

Whatever your company's reasons for implementing a<br />

new content or document management system, argues<br />

Ian Portman of fme AG, successful project delivery will<br />

depend as much on understanding what you don't need<br />

as on what you do<br />

Perhaps it's a growing sprawl of<br />

disparate systems that's created a<br />

spiralling situation of document<br />

duplication, hard-to-access information,<br />

and mounting storage costs. <strong>May</strong>be it's<br />

the accelerating pace of technology<br />

change that's created a risk of systems<br />

being unsupported and left behind. Or<br />

perhaps it's the growing need for<br />

dynamism - which is hard to achieve<br />

when critical content is strewn across<br />

the global organisation - fuelling the<br />

desire for transformation.<br />

The chances are, the impetus for<br />

change is a combination of all three<br />

scenarios. So, what now?<br />

A successful <strong>DM</strong>S consolidation or<br />

content-based digital transformation<br />

project starts with understanding the<br />

strategic emphasis of the initiative.<br />

Think carefully about - or get help to<br />

work out - what you're trying to achieve<br />

and why. This will help determine who<br />

needs to be involved in any decisionmaking.<br />

It will also help set the project<br />

parameters - and with excluding data<br />

and content that doesn't need to be<br />

moved across. Trying to move everything<br />

across to the new set-up could waste<br />

valuable time and budget, without<br />

delivering any benefit - especially if that<br />

content lacks metadata/smart tagging to<br />

aid rediscovery.<br />


We tend to group a company's<br />

documentation into 4 main categories:<br />

Operational documents (e.g. systemsupporting<br />

documentation and<br />

project documentation);<br />

Organisational documents (e.g.<br />

policies, procedures & SOPs);<br />

Historical documents (potentially<br />

spanning categories 1 and 2, these<br />

documents are no longer current -<br />

often retained primarily for<br />

compliance); and<br />

'Unknown' documentation (e.g.<br />

content resulting from documents<br />

having been incorrectly stored or<br />

labelled, or inherited as part of a<br />

company acquisition).<br />

Understanding the current format of<br />

all of this content will be useful too -<br />

what proportion is in paper format with<br />

wet signatures, for instance; and, where<br />

scanned PDFs are stored in file-shares,<br />

are these viable as primary records?<br />


As teams assess and classify their<br />

content, they'll begin to understand its<br />

relative importance. This will help inform<br />

the requirement of the new centralised<br />

system/unified platform, and - by<br />

extension - the work needed to clean<br />

up/de-duplicate content; check/add<br />

metadata; and migrate everything to the<br />

new set-up.<br />

By sorting documentation from across<br />

the organisation and quantifying it,<br />

companies will build a picture of the<br />

new system capacity they will need<br />

(both now and in the future), and scope<br />

and inform the budget for the inevitable<br />

content verification, preparation and<br />

migration work.<br />

Understanding the role and relative<br />

importance of each category of content<br />

will also help inform any automated<br />

treatment of information and<br />

documents in the new system - in<br />

keeping with data protection/records<br />

retention policy enforcement and<br />

tracking - across the lifecycle of each<br />

asset.<br />


After all this scoping, going out to<br />

tender for a new system should be a<br />

fairly streamlined process.<br />

Even so, there are no guarantees of a<br />

perfect match. To achieve a single,<br />

definitive source of truth for company<br />

content, companies must be realistic in<br />

their expectations and accept what<br />

they may need to give up in return<br />

(such as obsolete legacy investments<br />

and bespoke, in-house systems). Do<br />

this and the company will be in a<br />

better position to benefit from smarter<br />

integration; modern, agile project<br />

management options; and the<br />

opportunities to be inherently more<br />

'data driven' and compliant with any<br />

forthcoming regulations.<br />


Finally, ensuring that all relevant<br />

business stakeholders and subjectmatter<br />

experts are included on the<br />

transformation journey from the start is<br />

critical. It will help not just with<br />

acceptance of the new system, but also<br />

with optimising processes - ensuring<br />

that everyone benefits from the new,<br />

centralised resource. As ever,<br />

preparation is everything.<br />

More info: www.fme.de<br />

32 @<strong>DM</strong>MagAndAwards <strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong> www.document-manager.com


The secret life of the fax<br />

Fax remains a pervasive technology underpinning vital business processes and<br />

productivity, according to recent research<br />

Fax today remains a pervasive<br />

technology, powering many of the<br />

things we all rely on from finance and<br />

insurance, to buying a house, for<br />

healthcare and for getting the food on our<br />

plates. This is according to the latest<br />

research from eFax.<br />

Scott Wilson, Vice President, Sales &<br />

Service, eFax, stated: "The chances are that<br />

today you are working in an office with<br />

people who have no idea what a fax<br />

machine is or why faxing was for so long<br />

the most efficient and effective way to<br />

communicate. It will come as a surprise to<br />

many that the fax is still very much with<br />

us, just not how you would imagine. Its<br />

secret life continues to underpin many of<br />

the day-to-day needs of businesses and<br />

consumers alike."<br />

In late 2021, eFax conducted a major<br />

research project to gain greater<br />

understanding of the cloud-based<br />

electronic faxing market and its<br />

dynamics. The survey<br />

polled 1001<br />

senior IT and business decision-makers in<br />

large enterprises, small to medium-sized<br />

businesses (SMEs) and public sector<br />

organisations.<br />

Key findings included:<br />

Just over a third of us send and receive<br />

secure documents every day, a further<br />

34% do so 3 or 4 times a week<br />

When asked 22% of respondents stated<br />

they send and receive secure documents<br />

at least weekly<br />

The number of fax users in<br />

organisations is also far higher than you<br />

could ever imagine. Over half of the<br />

sample - 54% - had between 6 to 50<br />

users; A full fifth claimed that there<br />

were 51 or more users in their<br />

organisation.<br />

Fax usage is also expected to increase<br />

in over 37% of the sample, with 28%<br />

stating there would be no change,<br />

while only 35% felt they might see a<br />

decrease<br />

Over the past year, an amazing 64% of<br />

respondents stated that the number of<br />

secure documents received had seen<br />

no change or had in fact<br />

increased<br />

45% of the sample<br />

send and receive<br />

confidential<br />

documents via password protected<br />

emails, and 43% said they use email<br />

encrypted software<br />

When it comes to fax, 35% use cloudbased<br />

fax systems, while 31% use a mix<br />

of cloud and traditional faxing, while<br />

15% of respondents remained wedded<br />

to their traditional fax machine. But<br />

these figures hide a wealth of detail<br />

when it comes to different markets<br />

68% see it remaining for at least the<br />

next five years, while 14% of users see it<br />

remaining for the foreseeable future.<br />

Wilson continued: "Fax remains central to<br />

many businesses and their operations. Its<br />

secret life underpins many organisations,<br />

powering the effective communication of<br />

secure and legally binding documentation<br />

today and for years to come. It is therefore<br />

no surprise that the biggest driver for the<br />

ongoing use of fax is security at 41%. But<br />

this is rapidly followed by cost efficiency at<br />

36%, compliance to GDPR at 34% and<br />

the increasing importance of cloud<br />

storage at 23%."<br />

"Cloud fax providers have had to develop<br />

an infrastructure that guarantees business<br />

users the most secure, private, and legally<br />

compliant way to transmit their confidential<br />

data to clients, vendors, partners, and other<br />

third parties. This is why the secret life of<br />

the fax will remain at the heart of many<br />

business processes," concluded Wilson.<br />

More info: www.efax.co.uk<br />

34 @<strong>DM</strong>MagAndAwards <strong>May</strong>/<strong>Jun</strong>e <strong>2022</strong> www.document-manager.com


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