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Document Process Outsourcing: In-House versus OnShore versus OffShore
Document Process Outsourcing (DPO) includes operations like inbound document capture, scanning and digitizing of records, forms and invoice processing, and outbound print and communications. A recent whitepaper by AIIM looked at document processing outsourcing and pros and cons of using in-house, onshore, near-shore, and offshore operations.
The report found that while as many as 57 percent of organizations are interested in outsourcing their document processing work, many organizations aren’t comfortable with using an offshore provider of services. 60 percent say that they are “apprehensive” about offshoring.
Issues of concern with organizations in the process of deciding to use outsourcing include data safety and security. Issues that have caused organizations to discontinue outsourcing include a feeling of lack of control over the data and a low return on investment.
Among those organizations that are currently already outsourcing their document processes, twenty percent say that they’ll increase their budget using domestic outsourcers and 7 percent will increase their budget with offshore agencies.
The report concludes that “decisions will still be made with cost as the most common denominator, but emphasis will increasingly be placed on infrastructure, technology, domain knowledge, and skills sets of the provider. It is here where service level performance, support for next generation services, and ROI will weigh heavy”
