Acceptance of outsourced document processing services (DPS) will continue to grow in 2011, with hosted repository, document output and managed print services adopting a multi-channel approach to address paper decline. These three components provide diverse service offerings, but will grow steadily together in 2011, creating new corporate solutions to more completely support document-intensive business processes. Here's what Forrester sees looking ahead in each of these categories: Hosted Repository Services: Vendors Now Push the Multichannel View
Most hosted repository systems today capture and archive transactional content originating outside the company, including scanned images, faxes and electronic records. Although capturing paper as images remains important to businesses, volumes are continuing to decline, forcing DPS providers to adjust offerings as content moves to web forms, email and PDFs. Enterprises that focus on better transaction management will see improved data quality with reduced costs and business cycle time. In order to work more successfully with vendors, businesses must consider inbound and outbound communications together in an integrated, multi-channel perspective, rather than as distinctly separate channels. Hosted repository services can help develop multi-channel vision by linking outbound content with inbound transaction processing. Document Output Services: Pressured By Alternate Output Types
Document output services cover a wide range of projects, including contracts, facilities forms, marketing communications and faxes. Enterprises are looking to support faster, more personalized print, while increasing electronic communication to achieve better customer service and reduced costs. This goal is leading companies to develop communication triggers on websites and enterprise apps to instantly deliver emails, text messages and printed material. These new forms of communication accelerate print decline, as customers pass information electronically through smartphones and social media channels. DPS providers can support the transition from paper to electronic by reworking the services platform to distribute transactional content across mobile and web channels for more customer friendly communication processes. Managed Print Services: Enterprise Goals Start With Cost Control
More companies are attempting to narrow down office devices to cut supply costs, as well as save money on the equipment itself. Enterprises are looking to MPS providers to help make sure they can still support necessary print volumes with fewer resources. Companies are also looking to MPS providers to facilitate more secure document management processes in areas like desktop computing, document authoring and collaboration. As there is often no one specifically assigned to manage the security of these activities, loopholes — such as leaving faxes in machines for long periods of time — often go unnoticed. Enterprises expect managed service providers to help their offices protect corporate information, reduce the risk of intruders and avoid noncompliance costs. DPS providers are developing more BP and IT outsourcing competencies. Additionally, the three DPS segments will more tightly align, allowing office devices to integrate with hosted repository services and document output services to host more interactive consumer content. Within three years, enterprises will be able to process outbound customer communication as a closed loop by inbound transaction services.
CRAIG LE CLAIR is a vice president and principal analyst at Forrester Research, where he serves Business Process Professionals. For more information, visit www.forrester.com.
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