Developing Cost Reduction Strategies for the Charity Sector 

Event Agenda

9.15 am Welcome and Introduction

9.30 am Smart document capture in the age of the customer Ben Davies, Commercial Account Executive, Kofax

Technology designed to meet and exceed the growing expectations of today’s charity supporter

9.50 am Inbound Mail Capture Demo Live demonstration of processing captured correspondence, donation forms and gift aid forms.

10.00 am Transforming information processes in charities Dean Francis, Business Consultant, Data Capture Solutions

Use of document process automation to transform how charities store and use information for better supporter engagement and efficient internal processes.

10.20 am Guest Speaker:MacMillan Cancer Support

Benefits of Automating Document Driven Processes - Prioritise responses to supporter requests, drive loyalty and reduce operational costs.

10.40 am

11.00 am

Q&A followed by an opportunity to network with your peers or question DCS experts.

Finish

Charity Sector

160,000 + Registered Charities

10,000+ with income over £500K

1,900+ with income over £5 Million

Total income was £35 Billion in 2004

Estimated income of £64 Billion

Source – Charity Commission

Why Is That Relevant?

Millions of documents being sent and received in various formats, sizes, types, channels – and from numerous locations.

Current manual processes are difficult to manage.

Knock-On Effect!

• Manual business process are inefficient, expensive and increase business risk

• Lack of visibility of processes as limited or no audit trails of actions carried out on documents

• Restricted customer service capability as documents could not be found quickly (donations, complaint)

• Management unable to get operational information of what is being received and from where

• Difficulty in linking processes with multiple back end systems

• Unable to share information around the organisation effectively

• Wasted time and money spent on managing and storing hard copy files

An Alternative…

Ben Davies – Commercial Account Executive

KOFAX UK

Smart Document CaptureIn the Age Of the Customer

Proven track record • Acknowledged market leader in process

automation and multichannel capture• 16% of annual profits directed towards R&D• Helping customers to automate document

driven business processes.• >25,000 global customers• Documents processed / year: 525 billion

Providing Award winning solutions that streamline the flow of information throughout an organisation

Introduction to Kofax

The Age of the Customer

Source: Forrester Research, Inc.

• Technology is changing social and business interactions“You never get a second chance to make a first impression”

• People expect their experience to be flawless• Ease of use• Self-service• Speed• Visibility

• Organisations must meet those expectations to remain competitive

Systems of Record are only as good as the information that goes in

Kofax helps you fuel these systems with the rightinformation & content

But…business is changing

10

Information Drives Value

ECM

BPM

CRM

ERPSoR

Consumerisation of IT

Consumers are more demanding

Customers want instantaccess & rapid response

Cloud-based solutions create a 24/7 service expectation

These are “Systems of Engagement”

11

It’s a Changing World

ECM

BPM

CRM

ERPSoR

Charitable donations via online activity

12

Changes in Supporter Behaviour

13

The last eight years or so, it has been ‘the year of mobile’.

14

Google cites 36% of all searches in the ‘Donations & Charitable Giving’ sector are on mobile devices (up 16% year on year)*

*Google – Donations and Charitable Giving – Quarterly Update Q2 2014

Impact of Mobile

46% - Make workflow changes to better incorporate mobility

15

73% - More impactful to their business than web in the ’90s

The Accenture 2013 CIO Mobility Survey

Top Priority

Investing

Public Perception of Charities

16

Changing Perception by Climbing the Stairway Of Value

Value

Reduce Operating

Costs

Optimise Supporter

Services

Goal

Establish Enterprise Efficiency

Radically transform & simplify the operational interactions

Increase Supporter Engagement

Establish new levels of responsiveness & collaboration

Achieve Operational Excellence

Streamline processes to greatly reduce costs

Improve Information Visibility

Document Capture for better access & compliance purposes

Information Visibility

Operational Excellence

Supporter Engagement

Enterprise Efficiency

We have made very real savings in paper storage costs

We have opened up the archive for much wider access across the business

We have much improved response times and/or better customer service

The recognition/indexing quality has been excellent

We need to expand the scope of captured documents

We need to move to the next step of scan-to-process

How would you describe the success of your scan-to-archive project(s)? (N=96 scanning-to-archive only)

Start with the basics - Document Capture: Scan-to-Archive

18Source: “Capturing Data to Multiple Business Processes – what’s holding you back?”, AIIM 2011

What do we mean by Capture to Process

Customer

Designed for upfront capture tasks

“Act & React” to issues encountered in the business process

Limited end-to-end visibility for employees or customers

19

Capture Workflow

Downstream Business Process

Downstream errors & re-scans cause delays & impact customer experience

DecideUnderstand

Typical Charity Document Processing

20

Digital Archive Finance

SharePoint

Blackbaud Raiser’s Edge

Postal Donations

Volunteer Applications

Grant Applications

Invoices

Do Not Contact

Gift Aid

Correspondence

Gone Aways

What do I do with it?What is it?

Manual based processes = slow, costly, error prone

Automated Charity Document Processing

FileStore Finance

SharePoint

Blackbaud Access

21

Dec

ide

Und

erst

and

DecideUnderstand

Postal Donations

Volunteer Applications

Grant Applications

Invoices

Do Not Contact

Gift Aid

Correspondence

Gone Aways

BPM

INFORMATION CAPTURE

Automated processes = fast, efficient, cost effective, accurate

Multi Channel Document Capture

Any Format in Any Location

22

Paper

Faxes

Digital ScannersMFPs/MFDs

Portals

Mobile Devices

MS Office/PDFTIFF / JPEG files

Emails

XML /EDIData Streams

Patented Image Perfection

Technology

Smarter Processing and Automation

23

Kofaxprovides an essential

connection to

“Systems of Engagement”generate real time,

information intensivecommunications

“Systems of Record”are enterprise applicationsdesigned for internal use

ERP / CRM / LOB

IT & Telecom Infrastructure

ECM &Records

Management

Databases& OtherArchives

Transform &Simplify the

Business Critical“First Mile”

of CustomerInteractions

Resulting in anOptimized Customer

Experience & Greatly ReduceOperating Costs

Paper

Faxes

Digital ScannersMFPs/MFDs

Portals

Mobile Devices

MS Office/PDFTIFF / JPEG files

Emails

XML /EDIData Streams

What Does This Mean for Your Charity?

It is important to execute well across all processes.

critical to excel in the first part of a business process…

..this is where interactions are information-intensive

can be slow & error-prone.

We call this the First Mile™ challenge

More than just document capture..

A comprehensive and fully integrated solution consists of:

Multi-channel Capture

Process Management

Case Management

Business Intelligence & Analytics

Mobile Strategy

Data Integration

Customer Support

In Summary

Provides an essential link between systems of engagement & systems of record

Dramatically transforms & simplifies the business critical real time, information-intensive customer interactions

26

Capture Process Analytics Mobile

Single Platform

+ + + Data+ E-Signature+

Changing Perception by Climbing the Stairway Of Value

Value

Reduce Operating

Costs

Optimise Supporter

Services

Goal

Establish Enterprise Efficiency

Radically transform & simplify the operational interactions

Increase Supporter Engagement

Establish new levels of responsiveness & collaboration

Achieve Operational Excellence

Streamline processes to greatly reduce costs

Improve Information Visibility

Document Capture for better access & compliance purposes

Information Visibility

Operational Excellence

Supporter Engagement

Enterprise Efficiency

Thank YouBen Davies

Account Executive

+44 (0)755 100 86 22

Ben.davies@kofax.com

www.uk.linkedin.com/in/bendavies

Dean Francis – Business ConsultantData Capture Solutions www.dcs.co.uk

Inbound Mail Capture Demo

Dean Francis – Business ConsultantData Capture Solutions www.dcs.co.uk

Transforming Information Processes In Charities

Managing The Process

• Paper forms are still a fact of everyday life for many organisations in many different industries

• Emails are now just part of the problem

• Capturing documents on receipt into the business is only part of the solution

Gift Aid Forms Donations Change of Address

Invoices HR Docs

CommunicationInbound and Outbound

OUTBOUND• Document Creation• Data Cleansing• Output Management• Hard Copy & Electronic• Automatic Fulfilment

INBOUND• Hard Copy \ Electronic• Multi-Channel Data Capture• Intelligent Capture of Data• Document Management• Workflow

FULLY AUDITED END-TO-END PROCESS

Paper

Fax

Email

SMS

XML

Office

PDF

DecideUnderstand

Document Management

Finance Database

MS SharePoint

Portal ERP/CRM

What do I do with it?What is it?

But Where Does this Data Reside?

DecideUnderstand

Finance Database

Portal ERP/CRM

Dec

ide

Und

erst

and

Paper

Fax

Email

SMS

XML

Office

PDF

Document Management

MS SharePoint

Capture Driven Processes

Capture Driven Processes

• More accurate decisions• Improved customer service• Integration with back-end systems• Enhanced regulatory compliance

Dec

ide

Und

erst

and

Document Management

Finance Database

MS SharePoint

Portal ERP/CRM

Paper

Fax

Email

SMS

XML

Office

PDF

• Fewer errors• Reduced costs• Faster processing• Better information quality

Secure Web Access to Documents

The log in screen can be branded with the company logo together with any colour scheme to provide a look and feel to fit with corporate standards.

Quick Access To Documents General View

Each of the attributes fields shown in columns can be sorted to present the list in different orders, and can be re-named in-line with the organisations terminology.

Document Searching

Users are able to search for specific documents by inserting information, for example:

Declaration No, Customer Reference, Post Code or a mix of search criteria.

Search Results

Users are shown documents that match the search criteria in a results window

Document Viewing

On double-clicking the desired document, it will open in a viewing window on the right with the index data shown in the left hand pane.

FileStore Audit Trail

A full audit trail is produced for each document, and this can be searched upon by “actions performed”, “user”, “date range” or a mix of criteria.

Going Mobile

Kofax Mobile Capture

Capture documents in the field – sales orders, social services reports, mortgage applications etc

FileStore Mobile Access

Retrieve documents and data remotely, authorise business documents

MI Reporting \ Analytics

What Are The Benefits?

• Capture correspondence early in the process

• Improved Supporter Services with fast access to information

• Significant reduction in manual keying of data into back-end systems

• Secure access to centralised documents

• Route electronic documents quickly around the organisation

• Integration with line of business applications

• Aids Disaster Recovery as documents are backed up

• Full audit trails (BIP0008 for legal admissibility)

• Add additional business streams (Finance, HR)

• Securely destroy some\all documents after QA period

THANK YOU