Workflow and Technology in the Modern Workplace - A White Paper - Reliable Office Solutions
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A White Paper
Workflow and Technology
in the Modern Workplace
EXECUTIVE SUMMARY
The workplace is rapidly changing. Second, executive teams seeking to
Flexible start times, working from harness further efficiencies from their
home, mobile workers, and employees operations find themselves caught up
who interact daily across international in what can often be a confusing storm
boundaries all contribute to a diverse of new expectations and technological
and sometimes difficult-to-manage changes. Examples include the rise of
landscape. With big data on the rise, cloud computing, big data, blockchain
security and data management issues digital markets, mobile computing and
are evolving. At the same time, the ever-present data security threat.
businesses are becoming increasingly
aware of the importance of utilizing
information quickly and securely, no Finally, on a global level, regional
matter where their employees are differences can have an enormous
based or in what industry they work. impact on both the pace and the
direction of change in many offices.
In other words, advancements can
The catalysts for these changes vary from country to country and
range from advances in technology industry to industry, making it difficult
to the interconnected dynamic of for executives to pinpoint the best
global markets. Translating brand course of action to take to advance
values into real-world behaviors their business.
demands a committed and increasingly
social team of people that’s both
flexible and productive. But what All this has real-life implications
does productivity mean in today’s for document print and management,
technologically knowledgeable and workflow automation, and the various
fast-moving office environment? multifunction printer (MFP)-based
functions that keep our offices running.
This independent Office Insights
In a world where robotics and 2018 report was commissioned by
artificial intelligence technologies Canon and conducted by Breaking
can outperform humans in many Blue Research. The objective of the
data processing tasks, the answer research was to examine insights
to this question is multi-faceted. about trends surrounding office
First, a web of industry regulations technology and software/solutions.
sets a new bar for privacy rights, This study also explores how the pace
security, and compliance—all leading of innovations is impacting the office
to new challenges as digital markets and the technology used within.
try to catch up. Government influence
in cyber warfare, data privacy, labor
laws, and trade agreements are also
fashioning how business decision-
makers operate and what levels
of risk they’re prepared to take.
2 OFFICE INSIGHTS 2018 - A WHITE PAPERABOUT THIS RESEARCH
Office Insights 2018 is based on of document scanning and automation;
data collected from 391 technology the growth of cloud services; and the
decision-makers, influencers, and
end users in the United States. They
reveal a story of evolving needs in the
safer, better use of data—are proving
to be significant areas of focus for
many businesses. Meanwhile, businesses
46% of
office technology space. In the past, are showing an increasing pace of decision-makers
the main point of office technology change and willingness to adapt to
was to provide basic document new ways of working and to invest know the precise
services. Today, other factors— in the office of the future.
data management; the importance cost of a color page
METHODOLOGY
42% know
• Quantitative and Qualitative Research
»» Conducted in the United States in August 2017, balanced by region (Northeast,
precise cost of a
South, West, and Midwest) monochrome page
»» Q uantitative online survey among 391 IT decision-makers, influencers, and
end-users
»» Q ualitative data based on 20 in-depth interviews among IT decision-makers
and influencers (independent from quantitative sample)
• Enterprise Size 78% are
»» 3 8% Small (1 - 49 employees)
concerned about
»» 2 8% Medium (50 - 249 employees)
»» 3 4% Large (250+ employees) wasteful printing
Source: Canon U.S.A.
Office Insights 2018 research,
• Respondent Profile conducted by Breaking Blue,
August 2017.
»»52% Management role
»» 5 4% Work in general office environments
»» 41% Final decision-makers on office technology products (e.g., PCs, printers,
and copiers)
»» 2 2% Influencers of office technology purchases
»» 37% End-users of office technology
OFFICE INSIGHTS 2018 - A WHITE PAPER 3PART 1
PRINT: EVOLUTION NOT REVOLUTION
With information living in multiple appear more likely to increase their use “We haven’t
documents that co-exist in various of paper, making a full-fledged shift to
printed and digital forms and locations— “paperless” less likely. gotten to
from employees’ desks and file cabinets
to cloud servers and mobile devices— the point
it’s tempting to think that the function Interestingly, 43% of enterprises
of print is on its way out of many modern consider printers and multifunction of electronic
offices. However, when thinking about devices (with print, copy, and scan
“digital transformation,” it’s important functions) to be critical to the operation storage … yet.
of their businesses. Moreover, when
to distinguish between the movement
asked to look ahead three years from
The fact that we’ve
toward digital as an enhancement to
paper-based document processing, now, nearly seven in 10 of IT decision- got too much
such as scan workflows and electronic makers reported that they expect
data interchange and as an outright they’ll use printers/multifunction hard-copy paper
replacement; in other words, the idea devices more than they do today.
of “going paperless.” The latter implies
would be our
that paper and digital are mutually While this might seem contrary to the limitation, and
exclusive when, in fact, they involve digitization trend, it’s important to note
independent yet complementary that the same percentage (43%) of U.S. the next
processes that are defining the organizations report they’re also likely
way we work. to make significant investments in
investment
software and solutions to improve should be in
We’re beginning to see the remodelling document workflows in the next the
of the office in a new digital form. Today’s couple of years. In other words, there’s an automated
office is designed around the needs of already recognition of the importance
people collaborating and the insights of print and its central function within storage of
an organization; the next step is making
and services they need to do their
the steady influx of information more
electronic
jobs. In this new office, the role of
the document is decentralized as readily accessible and user-friendly. documents.”
digitization continues its inexorable
march onward. But what evidence The research reveals that 49% of IT
is there of this transformation? decision-makers expect to spend more — Decision-maker in
(Accounting and Finance
on handling virtual documents in the within Wholesale Trades;
In the U.S., 36% of enterprises report coming three years as compared to 10 - 19 employees)
that they’re printing more often than today. This is important, because
they were 12 months ago, while only it signifies a move away from the
14% are printing less often. These traditional paper-handling ways of
figures are similar for scanning and the past into newer, digitized ways
copying (40% are scanning more often of working in the future. However,
and 35% are copying more often). it’s unlikely that the re-modelling
While the most common scenario is of document workflows will happen
printing levels that have stayed “about immediately; rather, it will manifest
the same” relative to one year ago, over time as a steady automation of
the fact remains that U.S. enterprises clearly defined, discrete processes.
References to “enterprises” and “organizations” in this paper are based on total respondent representation.
4 OFFICE INSIGHTS 2018 - A WHITE PAPERFinally, when it comes to print cost On the flip side, if 75% is tracking their
tracking, Office Insights 2018 reveals costs, then about 25% is not, which
75% of decision-makers report that means squandered opportunities in cost
they track print costs. This should not savings. Smaller businesses (those under
come as a surprise—it’s generally 50 employees) are particularly lagging in
understood that print-related costs print cost tracking, though it’s precisely
(including the management and these enterprises that could arguably
provisioning of devices, costs of paper, benefit most. As this part of the market
supplies, and servicing) can represent becomes more aware of the existence of
one of the largest business expenditure discovery tools that can facilitate print
items next to payroll and IT. For more cost tracking and as the use of these
than two decades, organizations have tools rise, we expect to see more
been addressing the “true cost of organizations tracking and managing
printing” (TCO) by performing cost their print spend. Ultimately, this means
reviews across an enterprise and unnecessary printing will naturally
acting on the findings. diminish as organizations move toward
more actively managed and streamlined
ways of working.
in the U.S. say printing,
scanning, and copying
documents are “essential”
75% or “very important” for
their organization
Source: Canon U.S.A. Office Insights 2018 research,
conducted by Breaking Blue, August 2017.
OFFICE INSIGHTS 2018 - A WHITE PAPER 5PART 2
AUTOMATION: THE ROLE IT
PLAYS IN STREAMLINING BUSINESS
What do “streamlined” ways of working One of the things that became apparent
look like? One way of defining this is in our research was the fact that
through the process of automation document management is a commonly
and how rapidly automated processes held priority for wider investment.
are taken up by different organizations. It’s seen by IT decision-makers as
The rise in the volume and variety a key component of the office of “The printer and
of electronic documents requiring the future and digital transformation.
processing, the continuing need to In fact, 43% of organizations would the multifunction
handle paper documents, and the like to invest significantly in software
ongoing evolution of remote working and solutions to improve document device integrate
practices mean enterprises are workflows over the next two years.
compelled to begin investing in Also among frequently mentioned
well with the
new ways of working. areas of investment are Wi-Fi workflow that is
enabled printers/copiers (39%)
and cloud-based solutions (38%). largely electronic.
At the heart of every business sits
information. In this study, 84% of
decision-makers state that systems As the speed of digitization rapidly
We use it to scan
to convert paper documents into accelerates, so will the pace of change directly to PDF.”
digital, editable documents are in day-to-day working methods. IT
critical or important. Examples decision-makers and influencers
of these systems include workflow recognize that this makes automation
—Decision-maker; President
apps such as point of sale (POS), of document management not only in Retail; 1-9 employees)
customer relationship management necessary, but also “inevitable.” There’s
(CRM), and enterprise resource widespread recognition of automation
planning (ERP) systems. In fact, on benefits, not only among IT decision-
average, IT decision-makers believe makers and influencers, but also end-
that approximately 30% of their users. Benefits are interconnected and
budget will go toward document include everything from productivity
processing solutions and software and profitability to integrated business
in three years’ time. analytics to security. The benefits of
automation considered to be most
valuable are document conversion
Much has been written in recent years on (31%), document security (30%),
the possible impact of automation on the and automatic capturing /processing
workforce. The broad consensus is that based on information contained
something significant will happen (and, within scanned documents (28%).
arguably, is already happening) to the job Nevertheless, there’s still a way to
market. We can see evidence now that go before the majority of businesses
many jobs—or task components within begin making these changes pertaining
jobs—are being automated. But how will to document management. Many
this affect office life for the majority of business executives are concerned
people in the long run? about the initial investment,
Source: Forbes, The Impact of Automation on the Independent Workforce (May 2, 2017).
Much has been written in recent years on the possible impact of automation on the workforce.
6 OFFICE INSIGHTS 2018 - A WHITE PAPERimplementation headaches, and scenario being that printing use will
the retraining involved. Cost remains remain the same in the short term
a large barrier and was the most as well as scanning and copying. In
commonly mentioned impediment short, while automation and streamlined
(45%). Concerns over training (29%), processes are certainly gaining traction,
security (28%), and the time it takes they’re quite far off from being the norm.
to implement document process
automation (26%) also play a role in
making automation more of a longer- Finally, it’s important to note that
term goal—it’s not something that’s automation doesn’t just refer to singular
likely to happen in the next 12 months. processes. Effective ERP implementation
allows businesses to use a system of
integrated applications to automate
The current extent of automation back-office functions. Currently, about
is such that 66% of U.S. respondents 50% of decision-makers report that they
plan to stop producing hard copies use an ERP system and 75% report that
of transactional documents at some their organizations have automated the
future point, with 16% stating processing of at least one type of
this will happen within the next year document. Among total respondents,
and seven percent reporting that documents most likely to be automated
they’ve already done so. are financial, such as invoices (34%), and
However, as noted, our 2017 legal, such as contracts (27%).
research reveals no discernible
move to “paperless”; the most likely
Have you automated the way you process and
manage paperwork for any of the following?
Invoices
Contracts or Legal Documents
Expenses Claims
Customer Communications
Incoming Post (Letters, etc.)
CVs
Other
0 5 10 15 20 25 30 35 40
Source: Canon U.S.A. Office Insights 2018 research,
conducted by Breaking Blue, August 2017.
OFFICE INSIGHTS 2018 - A WHITE PAPER 7PART 3
SECURITY: A GROWING PRIORITY
With greater freedom comes greater that the cost of inaction is simply too “I am worried
responsibility, and with information high, as lax print security will ultimately
now moving around both physically mean additional spend to reproduce lost that our document
and electronically, there’s more documents (55%), contribute to loss of
focus on security than ever before. business (21%), and even create the need and information
Media coverage of data security to enact disciplinary action of internal flow might not
breaches, such as Equifax and employees (40%).
high profile ransomware attacks be secure.
like Wanna Cry and Petya, have
put a glaring spotlight on IT security. As data breaches in the U.S. escalate Specifically,
The latest forecast from Gartner to an all-time high, organizations
says worldwide information security operating within a digitally connected I worry about
economy are more vulnerable to cyber-
spending will have grown seven percent
warfare and hackers than ever before.
hackers, people
to reach $86.4 billion (USD) in 2017 and
will climb to $93 billion next year.* Such One quarter of respondents to the 2018 stealing identities,
massive investments are likely driven Office Insights survey reported that
by a sober awareness that security is their organizations have experienced a and social security
data breach, defined as the loss or theft
already being compromised—that this
of protected personal data in an office
numbers. I have
threat is real, present, and damaging
as opposed to hypothetical. technology environment. This is likely a lot of employees’
a function of the fact that more than
half of decision-makers, influencers, personal
Document security challenges are and end-users reported that their
a key area receiving attention. Our jobs require them to share documents
information …
study uncovered that about two- outside company systems, and [I am also
thirds of IT decision-makers reported 46% of their printed and electronic
they were aware of instances when documents contain sensitive concerned about]
documents have gone missing, either information (on average). Yet
inside their organization (65%) or more than half of respondents legal compliance
when employees have lost documents aren’t fully aware of their company’s issues.
while outside the company (64%). legal and compliance responsibilities,
and 40% of end-users report that
they don’t know if their organization
It follows that 72% of senior — Decision-maker
has a security policy at all. What’s (Senior Management within
management says they’re likely even more alarming is that among Banking, Finance, and Insurance;
to upgrade their document security those whose organizations do have 1 - 9 employees)
in the next year or two. They’re a formal security policy, 27% report
also actively combating unsecure that it does not include copier/printers.
practices, such as leaving behind
sensitive documents in output trays
(41%) and printing personal documents
(32%). Management is recognizing
* S ource: Gartner press release, “Gartner Says Worldwide Information Security Spending Will Grow 7 Percent to Reach $86.4 Billion in 2017”
(August 17, 2017) https://www.gartner.com/newsroom/id/3784965
8 OFFICE INSIGHTS 2018 - A WHITE PAPEROne reason why the office workplace is attributed the same level of protection
among the most at-risk areas for business as so-called structured data that resides
data is because multifunctional printing, in databases.
copying, and scanning devices are akin to Ultimately, printer/copier security
a file server sitting exposed in the corner is on the radar for some organizations
of the office. In addition to the basic lack and, for a notable subset, awareness
of awareness that this is a vulnerable is being translated into action: 45%
security area to be taken as seriously of IT decision-makers report that they
as it is in the PC space, IT teams often have consulted an external information
don’t have governance over printer/ security specialist; 25% have consulted
copier devices nor do they have expert a co-worker specialized in this area,
knowledge of the proprietary operating and 10% have done both. The latter
environments and languages used for represents those most serious about
computer printing. As a result, documents security and it’s a number that’s likely
that are part of the unstructured flow to grow in the coming years.
of business information are rarely
Do you have a formal “security policy“?
Does it include copiers/printers?
Don't know
17% Yes, we have
a formal security
policy in place.
38%
No, we don't
have a formal
security policy. Yes,
but it
31% doesn't
include
copiers/
printers.
14%
Source: Canon U.S.A. Office Insights 2018 research,
conducted by Breaking Blue, August 2017.
OFFICE INSIGHTS 2018 - A WHITE PAPER 9PART 4
MOBILE AND CLOUD: THE FINAL FRONTIER
The explosion of mobile technology has As we move from a manufacturing /
significantly altered our culture, both production-driven society to a
inside and outside the workplace. That knowledge-driven one, office space
said, technology often remains ahead will be based more on function and
of office realities. There’s still work less on fixed standards and hierarchies.
needed to create the framework, Status will be defined less by the “It is very
culture, and IT infrastructure necessary number of windows in a person’s
for a seamless mobile/workplace office and more by his or her ability important [for
experience. Although tablets and
smartphones have allowed people
to collaborate. Companies looking
for the next generation of space will
our users to be
to be accessible 24/7, most workers continue to move away from dedicated able to print from
are still tethered to the physical office. offices and workstations into a more
There’s not enough secure access to free-flowing environment that blurs the a wider range of
networks and too many documents lines between work life and private life.
are still not in electronic form. But mobile devices],
this will change radically and quickly,
revolutionizing the whole idea of The roll-out of cloud services is also and so we’ve
picking up pace, with more businesses
what an office is and can be.
using such services for document
worked really
handling, storage, or transfer. Often hard [to make
According to IT decision-makers, these solutions are from well-known
influencers, and end-users in the global brands like Google and Microsoft. that happen]. ”
U.S., 25% of organizations allow Concerns about security are weighed
“most or all” employees to work against the obvious benefits of agility
remotely and an additional 33% and flexibility that come with mobile — Decision-maker
allow “some” employees to work and cloud functionality. The majority (Associate Superintendent in
remotely. About the same percentage of decision-makers are aware of Education; 50 - 99 employees)
are permitted to connect their own cloud-based solutions to help manage
personal devices to the company’s document workflows and know
networks or printers (28%). Respondents the potential benefits they bring in
are enthusiastic about the potential streamlining and improving on existing
personal and professional benefits processes. Although perceived cost
that remote and mobile work can bring. remains a barrier for many businesses,
Mobile printing in the workplace is met the importance of keeping information
with particular enthusiasm, with 44% both sensibly and securely managed
of respondents saying this would provide suggests that cloud-based solutions are
value to them. Overall, enterprises becoming more viable for the majority.
recognize that the ability to work
from virtually anywhere, on devices
they’re accustomed to, will ultimately
make them more efficient, more
productive, and more profitable.
Source: Forbes, The Impact of Automation on the Independent Workforce (May 2, 2017).
10 OFFICE INSIGHTS 2018 - A WHITE PAPERThe proof is in the numbers: 42% of Nevertheless, barriers to adoption are
respondents report that they’re currently still holding some companies back. In
using cloud-based solutions to manage addition to the concern about losing data
documents and content, and an additional or documents stored in the cloud, cost
15% report that they plan to introduce (28%) and security (28%) are also among
cloud applications in the coming year. the main mitigating factors. Again,
This degree of adoption (both current though, these issues can be addressed
and planned) is a reflection of with education as well as the overall
organizations across a variety of awareness that cloud services are about
industries embracing the technology so much more than simply data storage.
as a means of decentralizing the They can literally transform businesses
workforce and increasing the and office life, allowing workplaces to be
flexibility of enterprise. designed around people and the way they
interact with business data and others,
rather than written documents. This is
why their adoption is simultaneously
slow and yet so widespread.
42% agree cloud applications will become the norm
In a few years, cloud-based applications
will be the norm for most companies 42%
I worry about losing data or documents 34%
stored in the cloud
Cloud-based applications can significantly
improve workforce productivity 32%
Having the latest cloud technology gives us
a competitive edge 32%
Cloud-based applications significantly 28%
reduce our internal IT costs
0 10 20 30 40
Source: Canon U.S.A. Office Insights 2018 research,
conducted by Breaking Blue, August 2017.
OFFICE INSIGHTS 2018 - A WHITE PAPER 11CONCLUSION
A LOOK TO THE FUTURE
As demonstrated in Office Insights made conducive to collaboration.
2018, today’s office is expanding beyond New tools must be made user-friendly,
its conventional boundaries in a number resistant to data loss and, overall, able
of ways. The idea that the office is a to streamline work processes.
specific place where our professional
lives happen is becoming less universal.
Workers can be productive anywhere, Our data suggests that, while the
thanks to mobile, cloud, faster network “workplace” is being redefined through
access, and a growing number of online technology, enterprises will continue
collaboration tools. Wherever the office to experience a “print evolution.” This
may be, wider and better use of social is happening through an integration
networks, data analytics, and smart of fundamental, print-based processes
technologies is having a monumental and improved ways of managing, storing,
effect on productivity and expectations. and accessing data through automation,
digitization, and mobility. Security
will continue to play a critical role,
However, this expansion brings with it key especially as awareness of office
challenges, including privacy and security technology vulnerabilities expands
issues posed by a global workforce of beyond the narrow confines of PC
people who work digitally, remotely, and security. Ultimately, these trends
with multiple devices. These changes will define the office of the future,
also mean that work spaces—whether which still rests somewhere between
they’re conventional offices, temporary the old and the new.
ones, or conference facilities—must be
For more information on how Canon business
systems can help you make it happen, visit:
USA.CANON.COM
Canon is a registered trademarks of Canon Inc. in the United States and may also be
registered trademarks or trademarks in other countries. All other referenced product
names and marks are trademarks of their respective owners. Not responsible for
typographical errors.
©2018 Canon U.S.A., Inc. All rights reserved.
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