1. Process Trumps Paper:
Beyond Print to Digital Services
Steve Nelles
Manager, GSA Document Services
Ventura County

2. Facing the competition

3. Future State
• Print is a commodity and is not viewed as Green.
• The Future is cloudy, competition is leveraged and local
• Paper usage will continue to decline. Mobile devices will
make great capture devices.
• Opportunities for Workflow BPM. Focus on the Lifecycle.

8. • Focus on doing more work in less time or with less
people.
• Successful organizations deploy and use
technology and innovation to improve customer
service, decision making and data capture.
• It’s not paper you should be trying to save, its
people’s time.
• For maximum return focus on workflows –Process
Trumps Paper

9. How did we begin?
• We changed our vocabulary – beyond print
• We talked to your customers – what do they need?
• Capital Investment – platform and tools
• We got focused on creation – document design
• Deploy and report – ROI’s and a story
• Vendor Partners

10. Document Lifecycle

12. Managed Services

14. Hospital
Print Volume

15. Hospital Needs:
create & manage

16. COV Survey

17. Electronic Forms enables organizations to replace their existing
paper forms and processes with electronic versions accessible
from the web. Users can complete forms on-line and submit
them to a Content Management System for
collection, management, and automation of processes.
More than 75% of business processes depend on forms.
(Gartner)
Electronic Forms

18. Designer
creates forms
Forms
published
on website
User fills &
submits form
DocuShare users…
Search
Access
Manage
Automate
workflow

19. – Reduces the costs associated with
paper
supplies, printing, storage, and
distribution.
– Improve customer satisfaction and
response rates through improved
access and form design.
– Saves time. A fleeting moment to
define business cycles and
automated workflows.
– Increase security with access and
data capture in a managed
environment.
– Promotes a “go green” message.
Benefits

20. Form Selection

21. Look for Risk

22. Kaizen!

23. Learn. Deliver. Get Good.
• Start Simple (low volume, big reward)
• Learn tools-of-the-trade
• Rely on relationships / credibility: IPMA
• Get some wins and show a ROI
• Move up in complexity

24. Tools map and transform our
workflows into process and
data.
User
Experience
Data
Collection
and Display
Database
Design
ScriptingFlowcharts

25. Process informs the technology and technology informs the process
The skill to define what is unknown into code.

26. Jackpot?

27. In-Bin or
StuckBin?
Free Me!

28. Workflow
Behind every form is a process
BPM and measuring improvement is key
Tools help digitize and visualize your workflow

29. From Excel to Data Driven Change
Hard to find and read. Easy to find and analyze

30. P.simx.com/ simx/ 4R.stp?prm= rep&
your task
Intuitive user interface, canned templates, unmatched layout flexibility and reporting variety facilitate
design of complex output forms and reports in a matter of hours, precisely to the client’s
specifications.
Data as Subscription
Service
$

31. Creative Team

32. Simple and Accurate

33. Design for
Mobile

34. ROI Snapshot
• We’re focusing on process and saving time
• Metrics help make and verify the business case
• Publish ROI studies

35. • Lower labor costs
• Remove manual steps
• Stop delays and waiting
• Create a Future State.
Build a Value Dashboard
Value = Qty * (soft labor + hard costs)

39. Revenue Goals
Document Channel Volume Trends (From
Output to Service)
FY 2011-12
Actual
FY 2012-13
Target
FY 2013-14
On-time percentage 87% 91% 94%
Customer Satisfaction Survey X X X
Revenue per Employee $250,000 $275,000 $275,000
Digital Documents Printed 17,692,672 20,500,000 18,750,000
NEW- split from print volume - Documents
Scanned
50,000 400,000 2,500,000
Increase
Integrated Variable Data Output Transactions 2,251,547 2,475,000 3,323,500
New E-Forms and Document Services
New Document Design Revenue $15,000 $25,000 $40,000
New Managed BPM Workflows 5 15 30
New E-Form Services and Revenue $25,000 $45,000 $100,000
New Document Management Licensing $7,500 $15,000 $25,000
* Data mock to make a point.

40. With electronic forms, customers can:
• reduce paper consumption, storage, and costs
• improve data accuracy
• define information security
• automate processes through form submission
• increase customer satisfaction
With electronic forms, In-Plants can:
• Unlock new revenue streams
• Future proof your business
• Increase customer satisfaction

41. What’s Next For Us?
• Fund more FTEs and vendor partnerships
• Increase our deployment pace and scheduling
• Monetize form access and data
• Maintain and improve digital platforms
• Move to Mobile
• Get competent in complexity and platform integrations
• Expand marketing reach and display growth/ROI’s

42. Face the Future
• The Future is cloudy, and mobile – best tools
• Paper usage may decline options
• Develop in house technical competency – partner
• Focus on process automation and efficiency –
This is what we are!
• The Future is service oriented
• Customers just expect things to work
• The Future is full of opportunity

44. Questions

45. Process Trumps Paper:
Beyond Print to Digital Services
Steve Nelles
Manager, GSA Document Services
Ventura County