Document Process Outsourcing (DPO) is not new. It has been a part of the business landscape for over three decades now. Many businesses have DPO confined to their document scanning operations, and should take a step back and look at DPO for capturing inbound documents, forms and invoices (both electronic and paper), multi-channel communications, and support for managing documents related to their LOB activities.
Globalization has transformed market reach, re-defining the concept of multi-national operations. This, combined with a growing challenge in meeting regulatory compliance, makes it more difficult for businesses to match the appropriate skill sets within their organizations to accomplish the tasks. Re-mapping labor costs and local skill sets is only part of the equation. The use of partitioning capture activities and fragmentation of document processing by region, ensures data privacy laws are met. This is rapidly becoming a vital part of the business requirement – to securely capture and manage business information – rather than a passe someday we may do it approach.
In My View
Modern businesses must maintain focus on their core competency, and be less concerned with non-core services if they are to grow and prosper. DPO is one area where businesses can take advantage of outsource services not only to capture documents that are static in their physical retention areas, but expand DPO use to include all aspects capture.
Incorporating DPO as part of an overall strategy requires planning to ensure that the provider you choose aligns with your information management strategy. Regulatory requirements like the European Union (EU) General Data Protection Rules (GDPR) must be a consideration and will help not only in choosing an approach to DPO but also in determining choice of on-shore, near shore and offshore locations. Steps you can take to assess first use or expansion of DPO in your organization includes:
- Identify business opportunities where DPO will benefit in both labor and physical costs – include mailroom, archive, and LOB possibilities
- Calculate all related value areas like labor, physical plant, overhead to maintain the facility, etc.
- Document your regulatory requirements and match these to the DPO provider of choice
- Standardize and automate your processes whenever and wherever possible
- Establish goals and metrics related to DPO to ensure service levels are being met
Bob Larrivee is President and Founder of Bob Larrivee Consultancy, a recognized expert in the application of advanced technologies and process improvement, and Journalist on Information Technology for Document Strategy. In his career, Bob has led many projects and authored hundreds of eBooks, Industry Reports, Blogs, Articles, and Infographics. In addition, he has served as host and guest Subject Matter Expert on a wide variety of Webinars, Podcasts, Virtual Events, and lectured at in-person seminars and conferences around the globe.