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.