DM May-Jun 2022
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DOCUMENT<br />
M A N A G E R<br />
Dm<br />
www.document-manager.com<br />
DOCUMENT MANAGEMENT<br />
IMAGING & CAPTURE<br />
WORKFLOW/BPM<br />
CONTENT MANAGEMENT<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 />
NEWS • PRODUCT FOCUS • USER PROFILE • INTERVIEWS<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 />
and hard-wearing<br />
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 />
iX1500/iX1600 – Intuitive<br />
iX1500/iX1600 scanning at iX1500/iX1600 – Intuitive your –<br />
scanning<br />
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iX1500/iX1600 – Intuitive<br />
at y<br />
simple, effortlessly<br />
fingertips<br />
scanning at your<br />
fingertips sca<br />
iX1500/iX1600 – Intuitive – Intuitive<br />
iX100 – Ideal for<br />
iX1500/iX1600 fingertips – Intuitive efficient<br />
iX100 iX100 – Ideal – Ideal for for<br />
iX1500/iX1600 iX1300 scanning scanning<br />
– Premium scanning – at Intuitive your at your at your<br />
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– – Ideal for<br />
personal<br />
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desktop<br />
at fingertips your<br />
S1100i community community iX100 workers – workers Ideal for<br />
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S1300i<br />
at your<br />
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fingertips iX1500/iX1600 – Intuitive<br />
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/ SP-1125N/<br />
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Series<br />
made easy<br />
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fi fi-7260 Series / fi-7280 fi-7260 / fi-7280 fi-7140 – Document fi-7140 fi-65F – Document<br />
– Great for Day to day budget conscious<br />
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SV600 – P<br />
ID fi-7030 capture – Ideal<br />
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at<br />
Document<br />
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fi-7030 ID capture – Ideal<br />
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/ fi-7280<br />
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local<br />
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government<br />
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in<br />
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Best<br />
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30 – Ideal fi-7030 – Ideal fi-7300NX for GP – surgeries Web based document<br />
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/ fi-7480<br />
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in Business the NHS Scanning<br />
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Dm<br />
COMMENT<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 />
3
Dm CONTENTS<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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Document Scanning<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 />
www.document-manager.com
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 />
7
Dm REVIEW: BROTHER ADS-4900W<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
REVIEW: BROTHER ADS-4900W Dm<br />
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 />
VERDICT<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 />
9
Dm MARKET FOCUS: HEALTHCARE<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 />
information
Dm STRATEGY: ARCHIVING<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 />
www.document-manager.com
STRATEGY: ARCHIVING Dm<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 />
13
Dm RESEARCH: PRINT SERVICES<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 />
MPS MATURITY DOES NOT EQUAL<br />
CLOUD MATURITY<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 />
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www.document-manager.com
RESEARCH: PRINT SERVICES Dm<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 />
ADOPTION VARIES BETWEEN<br />
COUNTRIES AND SECTORS<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 />
INVESTMENT AND EDUCATION<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 />
"THERE HAS BEEN A SWIFT ACCELERATION IN THE PACE OF CLOUD<br />
ADOPTION, AND PARTICULARLY WHERE CLOUD PRINT MANAGEMENT IS<br />
CONCERNED. THE COMBINED DRIVERS OF THE NEED TO SUPPORT THE<br />
HYBRID WORKPLACE WITH SECURE, FLEXIBLE INFRASTRUCTURE, AND TO<br />
ENHANCE SUSTAINABILITY STRATEGIES, HAVE ACTED AS A CATALYST<br />
AND WE EXPECT MOMENTUM TO CONTINUE."<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 />
15
Dm CASE STUDY: WOLSELEY<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 />
DELIVERING<br />
DIGITAL<br />
HEALTHCARE<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 />
COMPLIANT & ACCREDITED<br />
RECOGNISED BY THE INDUSTRY
Dm MARKET FOCUS: MAKING TAX DIGITAL<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 />
SO WHAT IS MTD?<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 />
THE PROBLEM WITH PAPER<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 />
HOW TO DIGITISE YOUR PAPERWORK?<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
MARKET FOCUS: MAKING TAX DIGITAL Dm<br />
"SCANNING YOUR INVOICES, RECEIPTS AND RECORDS CONVERTS THEM TO A DIGITAL FORMAT, ENABLING A MUCH<br />
EASIER TRANSITION TO MAKING TAX DIGITAL… USING THIS DIGITAL DATA IN CONJUNCTION WITH A SPECIALIST<br />
SOFTWARE SOLUTION, YOUR SCANNED DOCUMENTS CAN BE INDEXED AND ORGANISED, MEANING THAT IT'S MUCH<br />
QUICKER TO FIND SPECIFIC INFORMATION AND REDUCING THE POSSIBILITY OF MANUAL INPUTTING ERRORS."<br />
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 />
WHAT SCANNER TO USE<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 />
THE MTD FUTURE IS COMING<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 />
WORKING WITH FUJITSU SCANNERS AS A PARTNER<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 />
19
Dm CASE STUDY: HILLCREST GROUP<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 />
PANDEMIC STIMULATES THINKING<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 />
HISTORICAL PROCESS CHALLENGES<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 />
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www.document-manager.com
CASE STUDY: HILLCREST GROUP Dm<br />
"EVERYTHING WAS IMMEDIATELY LESS CLUTTERED; EMAIL COMMUNICATIONS SUBSIDED; WE HAD CLEAR USER<br />
DASHBOARD VISUALS; MANAGERS AND DIRECTORS FELT THEY HAD EFFECTIVE TOOLS TO ASSIST THEM; AND<br />
STAKEHOLDER RELATIONS IN OUR MAINTENANCE BUSINESS WERE ENHANCED."<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 />
SIMPLIFYING COMPLEXITY<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 />
SPEEDY IMPLEMENTATION,<br />
POSITIVE OUTCOMES<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 />
BEFORE AND AFTER DIGITISATION<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 />
SUPPORTING AN ASPIRATIONAL<br />
CULTURE<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 />
21
Dm STRATEGY: SMART MFDS<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 />
TODAY VERSUS TOMORROW<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 />
www.document-manager.com
STRATEGY: SMART MFDS Dm<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 />
SMART MFDS AND INTELLIGENT<br />
AUTOMATION<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 />
23
Dm MANAGEMENT: DISASTER RECOVERY<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 />
CYBERCRIME WAVE<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 />
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MANAGEMENT: DISASTER RECOVERY Dm<br />
"CYBERCRIMINALS HAVE TAKEN ADVANTAGE OF THE REMOTE AND HYBRID WORK WORLD TO CONDUCT<br />
INCREASINGLY SOPHISTICATED ATTACKS, MAKING IT EVEN MORE CRITICAL FOR BUSINESSES TO ASSESS THEIR<br />
BUSINESS CONTINUITY AND DISASTER RECOVERY PLANS FREQUENTLY. IN FACT, THE UK INFORMATION<br />
COMMISSIONER'S OFFICE RECENTLY ANNOUNCED THAT IT RECORDED A 2,650% SURGE IN PHISHING AND A<br />
423% INCREASE IN MALWARE INCIDENTS IN 2021. EMPLOYEES WORKING FROM HOME ARE OFTEN AN<br />
ESPECIALLY VULNERABLE TARGET. AS THE CYBERCRIME LANDSCAPE EVOLVES, ORGANISATIONS MUST SHIFT TO A<br />
'NOT IF, BUT WHEN' MINDSET WHEN ASSESSING THEIR SECURITY NEEDS, WHICH INCLUDES THEIR BCDR<br />
STRATEGY."<br />
THE ROLE OF DATA BACKUP<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 />
PLANNING FOR RECOVERY<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 />
TEST AND AUTOMATE<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 />
25
Dm CASE STUDY: CROWN BRIDGES LIGHT RAIL ALLIANCE<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 />
ADDING COLLABORATION AND<br />
AUTOMATION TO INFORMATION<br />
MANAGEMENT<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
Dm STRATEGY: AI<br />
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 />
FROM SINGLE-USE 'DISCOVERY' TO<br />
BROADER, DECISION-SUPPORTING<br />
BUSINESS INSIGHTS<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 />
LEARN FROM - AND BUILD ON -<br />
WHAT'S GONE BEFORE<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
STRATEGY: AI Dm<br />
"AS ENTERPRISES MOVE BEYOND THE LOW-HANGING FRUIT IN THEIR AI AMBITIONS - IN<br />
OTHER WORDS, BEYOND SUPERFICIAL, RPA-BASED AUTOMATION (WITH ITS EMPHASIS ON<br />
SCREEN-SCRAPING/CUTTING-AND-PASTING OF CONTENT RATHER THAN ON<br />
UNDERSTANDING AND MODELLING ITS SEMANTICS) - THE FOCUS MUST SHIFT TO CROSS-<br />
ENTERPRISE INTEGRATION AND CONTEXTUALISATION."<br />
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 />
BI STARTS WITH CONNECTED<br />
KNOWLEDGE<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 />
WHY LIMIT AI'S SCOPE?<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 />
A FOUNDATION FOR INNOVATION<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 />
29
Dm CASE STUDY: ROYAL MARSDEN HOSPITAL<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 />
www.document-manager.com
CASE STUDY: ROYAL MARSDEN HOSPITAL Dm<br />
"THE PEOPLE WHO SEE THE IMPACT OF ONBASE ON A DAY-TO-DAY BASIS ARE THE CLINICAL A<strong>DM</strong>INISTRATIVE<br />
STAFF. IT'S TRANSFORMED THE WAY THEY WORK. THEY NO LONGER HAVE TO HANDLE INDIVIDUAL PAPER<br />
RECORDS FOR INDIVIDUAL PATIENTS. THEY ARE NO LONGER LOSING PIECES OF PAPER, SEEING DOCUMENTS GO<br />
MISSING OR FOREVER CHASING AFTER STUFF. IT'S ALL THERE DIGITALLY IN THE SYSTEM."<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 />
CULTURE SHIFT<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 />
SINGLE PANE OF GLASS<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 />
EXPANDING INTO CLINICAL TRIALS<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 />
31
Dm MANAGEMENT: CONSOLIDATING CONTENT<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 />
CATEGORISE YOUR CONTENT<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 />
BE RUTHLESS<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 />
SETTING EXPECTATIONS<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 />
BE INCLUSIVE<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
Dm RESEARCH: FAX<br />
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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AI in business process<br />
management is good for<br />
staff and great for business.<br />
• Accurate data capture<br />
• Automated mailrooms<br />
• Reliable workflows<br />
• Reduced errors<br />
• Checkpoint alerts<br />
• Built-in compliance<br />
Product of the Year<br />
Document Logistix<br />
Document Manager 5<br />
Visit our website<br />
www.document-logistix.com<br />
T +44 (0)1908 366 388 E info@document-logistix.com<br />
8 Copperhouse Court, Caldecotte, Milton Keynes MK7 8NL
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