Given its history, it is no surprise that paper still plays a major role in most corporations. But as businesses redouble their efforts to increase productivity by automating and rethinking paper-centric business processes, IT is finally gaining the upper hand.
There's little choice, says Alan Goldstein, managing director at The Bank of New York Co. "As volumes increase, the only way firms can adjust is by going to greater automation," he says.
The effects of such efforts are being felt in the paper markets. "Paper consumption levels are essentially flat," says Merilyn Dunn, an analyst at InfoTrends/Cap Ventures in Weymouth, Mass. Sales of cut-sheet paper are expected to grow at less than 2 percent over the next few years, a sharp drop from the double-digit growth rates of 10 years ago. The slowdown is a direct result of the replacement of paper-based systems with electronic ones, Dunn says.
Businesses have made strides in reducing paper flows. Thanks to technologies such as Electronic Data Interchange and Web services, imaging and electronic documents, and document management systems, many workflows have been redesigned to reduce or eliminate paper-centric processes and replace them with more efficient ones.
Re-engineering workflows is the key to cutting costs, says Steven Thum, vice president of the business process engineering division at Bank of New York. "You really need to understand technology, how you can take advantage of it and re-engineer the underlying processes," he says.
Sticking to paper
In some areas, however, the use of paper is likely to continue for the foreseeable future. Many people still have a cultural preference for paper-based output. For example, Sonora Quest Laboratories in Tempe, Ariz., is automating its medical test lab processes, but at the end of the day, health care providers still want a printout.
"A lot of doctors still want a hard copy. [They] like to show it to the patient," says CIO Bob Dowd.
People like to have paper copies of documents that represent the final outputs of transactions, says Richard Harper, senior researcher, socio-digital systems at Microsoft Research. "Paper can act as the physical embodiment of a transaction," such as an insurance policy, he explains.
Even that could eventually change. More than 40 percent of the workforce was born after 1975 and has always used computers, says Dunn. "They've learned to absorb and retain information from screen displays ... and they look at paper as redundant," she says.
That has been the case at Bank of New York, where users have adapted to viewing document images and PDF files on screen instead of printing them. "I've seen how readily some folks who have more than a few years in this industry have embraced the ability to pull up a record on their desktop. People printing it is truly the exception," says Thum. Nonetheless, there's a difference between viewing transactional documents on screen and reading large reports and other knowledge-intensive documents in that way, says Harper.
At appliance maker Whirlpool Corp., product manuals are an area where paper remains the superior technology, despite the potential cost savings of digital documents. A paper manual can be attached to an appliance, where it is more immediately available to the customer than electronic documents on a CD-ROM or Web site. Paper also has certain tangible qualities that are attractive for marketing purposes.
"[Marketing] may want to use a certain type of paper that conveys our brand image," says Thomas Ehrman, director of global enablement services at Benton Harbor, Mich.-based Whirlpool.
At a software company like Microsoft Corp., however, printed manuals aren't very useful. "There's no way you could print a manual for Windows, because it changes every six weeks," says Harper.
Compliance by hard copy
Other documents, such as contracts, must be retained on paper for legal or regulatory compliance reasons. "As much as we've gone electronic in our core business, we still have contracts, trust agreements, etc., that are required to establish a relationship with the bank," says Thum. Such documents are scanned, but electronic versions are complementary.
"I would be surprised to see actual, legally binding documents maintained in purely electronic form," says Ernie Harris, product manager at Raymond James Financial Inc. in St. Petersburg, Fla. The financial services firm uses imaging technology for inbound documents and faxes, but the desire to eliminate paper-based transactions with customers is tempered by regulatory requirements and a cultural preference for signed forms. The company processes hundreds of thousands of paper-based requests to open, update or change customers' accounts each month.
That paper adds up quickly. A new client who is retired typically opens at least six accounts and signs 20 to 30 pieces of paper, says Harris. Currently, 50 percent of the company's transaction requests come in by mail or fax.
Raymond James aims to address that by creating dynamic documents that consist of a common form and modules that can be integrated based on a customer's needs. "You only have to sign one contract. Now we're talking about signing one, two or maybe three pieces of paper [instead of 30]," Harris says.
Some legal documents could go away if digital signature technology became widely accepted. Harris says he is one-third of the way through an evaluation of digital signature technology that could eliminate paper contracts. That system includes a digital capture pad that embeds a secure signature image and document hash into a Word or PDF file. However, he doubts that digital contracts will replace paper anytime soon. "We have hundreds of years of comfort applying pen to paper. It gets really uncertain when you start applying digital representations of those things," he says.
However, the payoff of a transition to digitally signed documents would be huge. "We have the potential to make a quantum leap forward in terms of service-level turnaround. Clients could have their accounts open and ready for a transaction within minutes," says Harris.
Paper has also faded as a medium for archival storage. Bank of New York estimates it has imaged more than 290 million documents since it began scanning in 1997. Thanks to imaging and technologies such as the PDF, paper is rapidly disappearing as an archival medium, says Keith Kmetz, an analyst at IDC. "Printing is not necessarily a permanent record anymore. [It] has become a temporary repository of information," he says.
However, disposable printouts -- a temporary instantiation of electronic documents that are discarded after use -- are likely to continue because people like the contrast and feel of paper. Such printouts may actually be increasing in some areas, says Kmetz. To better manage that, companies are deploying document accounting systems that track who printed what when.
Battle at the edge
On the front lines in the battle to eradicate paper -- where the business touches customers and suppliers -- paper has remained stubbornly entrenched for many types of transactions. But that's also the area where businesses see the greatest opportunity for savings.
For example, Web-based ordering is a great alternative, but it won't work if customers don't want to play ball. "In the early '90s, we thought everyone would go to the Internet. Five years later, we found that we had more paper than ever," says Boren Novakovic, Whirlpool's senior supply chain strategy manager for the North American region. The problem: The appliance maker receives more than 1.5 million orders a year from home builders who still send them in by fax.
Whirlpool couldn't eliminate its fax machines because those customers often work in the field and don't have Internet access. "If they want to do it by fax and we can't accommodate that, they will ... go to another product manufacturer," says Ehrman.
Now Whirlpool captures incoming faxes digitally, rather than printing them out. A new document-exchange system from Esker Inc. in Madison, Wis., receives incoming faxes and archives the images to an IBM DB2 CommonStore repository.
In the next phase, currently in pilot, Whirlpool will use optical character recognition (OCR) technology to automatically extract data from faxed forms and route them to its SAP system, which will process the orders and fax back a confirmation.
Extracting data from images is tricky, however. Whirlpool's plan calls for a 95 percent pass-through rate on incoming faxes, but success will depend on a change in business processes: getting customers to use standard forms.
"We'll have a digital nightmare," says Novakovic, if Whirlpool simply converts all of its paper-based processes to digital ones without any standardization or business process improvements.
Raymond James also plans to use OCR to extract content from document images. One challenge, however, is that clients sometimes hand-write changes on the form. Rules must be created to flag such contract changes, Harris says.
Ultimately, Harris would like to create business processes that allow the processing of incoming fax orders to be fully automated. "If we could do that, it would make a huge reduction in staffing requirements," he says. But that isn't likely to happen anytime soon. Raymond James currently uses an automated fax service from EasyLink Services Corp. in Piscataway, N.J., that captures incoming fax images, routes them and attempts to extract some content using OCR. The system does a good job routing document images, and the OCR pilot has been successful, but that process doesn't work for all forms. "There's no way to guarantee the accuracy rates Raymond James requires," says Bill Fallon, vice president of marketing at EasyLink, so each fax must also be manually reviewed.
Bank of New York has also faced challenges in extracting data from imaged requests. "We're largely dealing with an institutional client base where they each have their own formats -- or no formats. We're doing OCR selectively," Thum says.
The bank has had imaging systems in place for years but has reached a point of diminishing returns. Most business transactions have moved online, but, Thum says, "paper nonetheless remains." Although incoming paper documents are scanned, many originals must be stored for compliance or legal reasons. But while the total percentage of documents remaining in paper form may be relatively small, the absolute numbers of documents coming in by mail and fax are still significant.
As the costs of manual processing increase, the potential for cost savings is providing a strong incentive to push the remaining paper-based processes out of the business.