Business (Document) Process Outsourcing - PowerPoint PPT Presentation

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Business (Document) Process Outsourcing
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Business (Document) Process Outsourcing

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  1. Business (Document) Process Outsourcing Stephen E. Brooks

  2. Business Process Outsourcing • Hiring another company to handle business activities for you • May encompass a number of functions considered "non-core" to the primary business strategy • Common Functions • Finance & Administration • Human Resources & Payroll • IT Outsourcing • Customer Service & Call Center BPO KPO BTO ITES Offshoring

  3. Outsourcing Offers Advantages • Reduced Operating Costs • Increased Flexibility • Reduced Business Risk • Improved Scalability • Avoidance of TechnologyObsolescence • Enhanced Service Delivery • Redirected Focus

  4. Implementation Methodology DataBank Delivers Outsourcing Solutions Solution Focus National Scale Service Scope Leading Infrastructure Healthcare Education Government Commercial Document Storage Document Management Workflow BPM Scan on Demand People Systems Process ECM / SaaS DIGITAL SCANNING DATABASE MICROFILM DATA / FORMAT SCANNING DIGITAL TO MICROFILM / FICHE INDEXING MATCH & MERGE ANALYTICS LEGACY DPI B & W COLOR DOCUMENTS BOOKS ENGINEERING OCR / ICR BAR CODE KEY TIFF PDF JPEG Private WAN Secure FTP Transport Managed Storage 7/24/365 Monitored Systems Standards SOC 2 / PCI DSS / HIPAA / FERPA

  5. DataBank Operates Nationally Northeast Region Mid Atlantic Region Southeast Region Midwest Region Gulf States Region Southwest Region Western Region Regional Offices and Processing Facilities Northwestern Region Advanced, consistent and redundant processing facilities help to ensure business continuity and disaster protection for customers!

  6. DataBank Process Security DataBank Maintains the Highest Level of Process and Data Security in our Industry 201 CMR Compliance

  7. Catalysts for Change - Outsourcing • Implementation of ECMTechnology • Process Centralization(Shared Services) • Merger-Acquisition • Volume Change (Volatility) • ERP System Upgrades • External (Macro-Economic) Pressure

  8. Characteristics of Optimal Applications • Manual, Labor-Intensive • Document-Centric • Invoices • Applications • Claims • Substantial – Volatile Volume • Non-Core (Non-Value Add) • Predominantly Objective

  9. DataBank Outsourcing Customers

  10. Emergency Room Billing (multiple providers) • Client Site Based Staff • USPS Box Support • Document handling, preparation, scanning, indexing – 3,000,000 annual images • Manifest Creation & Audits • 24-36 Hour Turn Times • 99.5% Accuracy Levels • Experienced/Tenured Team Outsourcing Example (Healthcare)

  11. Outsourcing Example (Industrial) Document Conversion(s) • 42,000,000+ Images • Claims • Invoices • Well Contracts, Logs, and Files • Correspondence Variable Venue(s) • Three (3) Simultaneous DataBank Facilities (Houston, Dallas, and Chesterton) • Seventeen (17) Client Facilities (sequential)

  12. Outsourcing Example (Industrial) DataBank Solution Components • Project Management, Document Security, File Retrieval, Document Preparation, Scanning, Indexing, Document Type Identification, Quality Control, SFTP Transmission to ECM System (OnBase), and Day Forward Support SLA’s Achieved • 99.5% for Images Scanned, Indexing , and Deliverable Turn Time

  13. Outsourcing Example (Shared Services) Accounts Payable • Receive ~40,000 invoices monthly across 16 North American plants • USPS, E-mail, Facsimile • Document handling, preparation, scanning • Intelligent Capture-ReadSoft • Verify extracted invoice data • Deliver electronic content to OnBase workflow • Empowered streamlined processing, visibility, metrics

  14. Outsourcing Example (Shared Services) Payroll • Receive ~3,000 payroll related documents bi-monthly across 16 North American plants • Document handling, preparation, scanning • Indexing employee and pay center indicative data by document type • Deliver electronic Content to DBOS-OnBase Online • Leverage OnBase Report Services to communicate monthly KPI’s supporting staffing levels across BU’s

  15. DataBank Customer Feedback “Moving the mail handling, invoice image capture and data verification processes to DataBank streamlined tasks, reduced costs and helped return the Accounts Payable staff to analytical work.” Kira Geiss, CPP, ARM, APM Division Manager, Shared Services USA ArcelorMittal

  16. DataBank Customer Insight “If a broken process is handed off you will encounter the same problems as would have been internally, limiting success.” “The partner is critical – they must have deep knowledge of the business process and bring breadth of experience to the project.” Lori Konapasek, ARMD, ACP Project Manager, Shared Services USA ArcelorMittal

  17. Formula for Success • Detailed InitialDiscovery • Identification ofProcess Improvements • ComprehensiveStatement of Work • End-to-End Testing • Clear, Realistic SLA’s • Effective On-goingCommunication

  18. Considering Outsourcing? Consultative Process Detailed Review-Discovery Qualified Recommendations Let’s Talk

  19. Thank you for yourtime and attention! Stephen E. Brooks

  20. DataBank Implementation Approach • “#1 Core Value: Customer Satisfaction” Identify Resources Define Project Scope Set Initial Timeline Set Expectations Confirm Sponsorship • Current Process Definition • Envision Desired Process • Requirements Gathering • Recommend Solution • Document and Validate Approach • Finalize Solution Design • Formalize Statement of Work • Establish Project Plan • Address Test Cases, Backup, Support, Training Plans and System Documentation • Configure System • Develop Solution • Pilot Group Processing • Include Modifications • Secure UAT • Complete Training GO LIVE LAUNCH