Enterprise Storage Solutions For Data & Document Management From COLD to digital automated document factory By John Gillis and Don Thompson INSCI Corp. Where to go from COLD? Many companies have successfully implemented computer output to laser disc (COLD) capabilities (one which will be outlined at the end of this article). The key question for any company seeking either to take the first step into COLD, or to leverage their existing COLD implementation, is what a broader long-term strategy regarding archiving and document management might be. This article seeks to answer that question. Our suggestion involves a two-phase process: 1) adhering to an integrated document and output management (IDOM) framework, and 2) eventually moving toward an automated document factory (ADF). IDOM defined IDOM provides an organizational and technological framework in which to overcome the constraints of today's limited document management capabilities. The major focus of IDOM lies with imaging, workflow and document management software, hard-copy output production (including distributed print and distributed output management), and paper reduction strategies that include network "browsers" and application tools for document output. At its heart, an IDOM framework provides the ability to integrate all the disparate processes related to computer output and classical document management. This results in a "global" solution--one where users do not have to deal separately with the many software components that are necessary for an efficient and integrated solution, even if there is substantial complexity "under the hood." Further, the strategic direction of any IDOM effort should be toward the automated document factory (ADF), described below. ADFs defined An ADF is a high-performance, high-end document delivery infrastructure that provides a seamless mechanism for input, management, and output of documents throughout the organization. ADFs provide enterprise document management in a consistent, high-performance manner. ADFs are the key to the future of documents for every large company. The objective of an ADF is as follows: to provide the ability to take any form of document, in any volume, and to output this document or container of documents to any type of output process including any method of distribution, storage or printing. With the ADF, the management and scheduling of such processes is to a large extent automated, just as it has become in any other type of factory. The ADF is the document production equivalent of computer integrated manufacturing (CIM). As such it aims to speed up and render efficient the organizational production of documents in high volumes. What do we mean by "high volume" in the context of an ADF? In classical document management we tended to handle document transactions in the tens of thousands per day, possibly even the hundreds of thousands. In the ADF, we are handling document transactions in the ranges of millions per day. Production document management is thus quantitatively different from classical document management. ADFs differ from traditional document management in several ways. When speaking of traditional document management, we mean a document creation, retrieval, delivery and archival system that is generally composed of a few key elements--and focuses on the creation and input of paper-based documents. These elements often include imaging, COLD, information retrieval, and workflow. While powerful document management systems fall short in several key areas, technology has advanced to the point where the potential for document management becomes all too apparent. In addition, competitive pressures demand better service and higher productivity. Specifically, ADFs provide the following features in addition to the core features of document management mentioned above: * COLD and electronic printing--the ability to print documents through non-traditional, digital methods and storage of electronic print files for retrieval, viewing and reprints. * High-volume document production--the ability to produce thousands or millions of documents in a short period of time, perhaps even daily. * Print-on-demand--the ability to mass-produce documents on an ad hoc as well as scheduled basis in order to respond quickly to customer service demands, to manage and schedule the processes required for the large print center and the large mailroom operation, and to integrate these paper-based and microfiche processes into digital means of document production. * Document distribution--the ability to distribute documents in a high-volume manner such as on CDs (or soon, DVDs). * Accepts input from all your available sources--that in turn provides output to a variety of media, including paper, CD-ROM, and archival storage. * Handles a range of documents--from the simplest to the most complex. * Addresses the rise of the Internet--in particular the ADF is now rapidly incorporating the requirement to integrate the Internet with an organization's technical infrastructure such that the Internet can become an alternate means of storing, distributing and managing documents. This aspect of the ADF is quickly becoming the most important component in the rapidly evolving area of document management. Drivers behind IDOM/ADFs The rise of IDOM and ADFs can be attributed to a mix of business and technical drivers. Market forces have created an environment ripe for exploitation of more efficient, cost-effective technical solutions that allow organizations to leverage their resources and create competitive advantage. ADFs qualify as such a technology. Some of the key business drivers behind ADFs include: * Customer service is increasingly expensive--ADFs can cut costs here. * Paper prices rising again; ADFs cut costs. * Need to provide documents "as they are"--your customer rep needs to see documents as your customer sees them. ADFs provide this. * Need to respond quickly to customer requests for documents. Again, ADFs are the solution. * Requirements for more market focused output--output that is tailored for a specific marketing purpose. ADFs provide this capability. Some of the key technical drivers behind ADFs include: * Convergence of COLD, imaging and workflow technologies that make ADFs an almost natural outgrowth of this convergence. * Decentralized organizations and data center consolidation that lend themselves to centralized ADFs. * Rise of digital repositories--the ability to store high volumes of documents using cheap storage capabilities make ADFs more feasible. The combination of these business and technical drivers creates the need for a new business model for document management, described below. Toward a new business model Current technologies have essentially automated what Gutenberg did several hundred years ago to a very refined degree. Gutenberg printed paper. We print paper. We simply print a lot more, a lot faster, and distribute it more effectively. The basic value chain of document creation and distribution, however, has remained essentially unchanged since the time of Gutenberg. IDOM not only introduces manufacturing technologies, methods and processes to the print automation phase for analog or paper output, it also allows documents to be maintained and managed throughout the post-print phase. How? Primarily through capturing the printed page in digital form and providing access to it through workstation or terminal-based digital services. As seen in the illustration, these digital services form "the digital hub" and a new business model for document management. As shown, new modes of digital distribution expand outward in terms of the number of users and/or customers who can potentially be reached. One example One major midwestern bank has become a true believer in what COLD and imaging can provide. In fact, the bank has moved toward some ADF-like capabilities well ahead of the competition. According to a key player in the bank's recent imaging/COLD implementation, the bank was responding to a "mandatory requirement of customer support" that would give customer service reps the capability of viewing customer statements exactly as their customers saw them, and instantaneously. "As they are" statements Not only are statements viewable immediately, but in all of their original splendor. And sending a copy no longer requires a fiche request that takes a two-day turnaround. Instead the turnaround is immediate, and the customer is happy. This capability is being rolled out nationwide and eventually to five or six foreign countries. Centralized COLD Another interesting aspect of the bank's implementation of COLD, imaging and workflow is that the storage is basically centralized even as customer service becomes more decentralized. According to the bank, "The changes in banking laws have prompted a change in organizational structure--it makes sense to decentralize customer service, but you need to centralize COLD." In this case, this centralization takes place in Chicago, with the COLD server close to the mainframe. Future enhancements to the bank's COLD implementation include: * CD-distribution of trust statements in place of paper for large institutional clients. * Internet access to digitally stored documents. COINSERV a key element When evaluating COLD products, the bank used several criteria that allowed it to access an adequate vendor. The following are the criteria, translated generically: * Does the COLD system support very high-volume (in excess of one million pages per day over indefinite periods) transaction loads? * Does the COLD system provide full support for AFP viewing? * Is it a client-server-based solution? * Does it provide open communications support? * Does it have a Windows-based front-end? * Does it have strong indexing capability? * Can you annotate documents and provide custom manuscripting? The bank had ultra-high performance requirements. Insci's COINSERV provided the enabling access, viewing and storage technology that provided the levels of electronic printing, archiving and viewing required. John Gillis is the COO of INSCI Corp. He has spent more than 20 years in information-processing industries and is an expert in the design and implementation of integrated output management systems for large enterprises. Don Thompson is a senior technology consultant, analyst and writer and also serves as the editor for Enterprise Storage Trends, a leading technology newsletter published by INSCI.
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