Lijo John

Thank you for agreeing to participate in this important survey on document process outsourcing. Your responses will be kept strictly confidential and only aggregate data will be shared with the survey’s sponsor. The survey should take less than 10 minutes to complete. Please do your best to answer the questions accurately, as it is not possible to back up and re-take the survey by clicking on the link again.

Which of the following document processing functions does your company or organization currently outsource?

Mail Services

Print / Copy Center Management

Print / Copy Fleet Management

Records Management

Imaging / Scanning

Electronic Discovery

Litigation Support

We do not outsource any of these functions

You said that you do not currently outsouce any document process functions. Has your company or organization made the decision to begin outsourcing all or part of these activities?

Yes

Don't know

As you look forward over the next 12 months, how likely is your company or organization to begin outsourcing some of its document process activities?

Not at all likely to outsource

Somewhat likely to outsource

Very likely to outsource

Unsure / Do not know

Please select the single statement which best describes your role in selecting a document process outsourcing (DPO) vendor.

I am one of the key decision-makers

I help evaluate vendors, manage the selection process, or provide recommendations to decision-makers

I am not involved in the vendor selection process but I work closely with DPO vendors once they are selected

I am not involved in the vendor selection process and I do not work closely with the company's DPO vendors

When your company or organization begins to outsource some of its document process activities, what do you anticipate your role will be in the vendor selection process?

I will be one of the key decision-makers

I will help evaluate vendors, manage the selection process, or provide recommendations to decision-makers

I will not be involved in the vendor selection process but I will work closely with DPO vendors once they are selected

I will not be involved in the vendor selection process and I will not work closely with my organization's DPO vendors

Please select the category that best describes the industry in which your company or organization operates.

Please select the sub-category of “Financial Services” that best describes your company’s primary focus.

Please select the level of "Government" for which you work.

Municipal

State

Federal

Other (please specify)

Please select the sub-category of “Health Care / Pharmaceuticals” that best describes your company or organization.

Hospital

Health management organization

Biotech company

Pharmaceutical company

Healthcare products

Other (please specify)

Please select the area of "High Tech" that best describes your company.

Please select the sub-category of "Information / Media / Entertainment" that best describes your company's primary focus.

Please select the sub-category of "Insurance" that best describes your company's primary focus.

Please select the type of “Manufacturing” in which your company engages.

Discrete

Continuous process / flow

Other (please specify)

Please select the approximate range of annual revenue for your entire company.

Less than $50 Million

$50 Million - $500 Million

$500 Million - $1 Billion

$1 Billion - $5 Billion

$5 Billion - $10 Billion

More than $10 Billion

Please specify the number of lawyers in your entire firm (i.e., not just your particular office).

Please specify the approximate number of full-time employees working for your organization.

Please select the functional area in which you work within your company or organization.

Please select the title that best describes your role within your company or organization.

CEO / President / Owner / Partner

General Counsel / Chief Legal Officer

Other “C-level” role (e.g.; COO, CMO, CFO, CIO, CCO, CAO)

General Manager

Vice President / SVP

Director

Manager / Supervisor

Analyst / Staff member

Other (please specify)

Please select the title that best describes your role in your law firm.

Please select the primary vendor that your organization works with for each of the following document process activities.

Earlier we asked you what your role was in the vendor selection process for document process outsourcing (DPO). We appreciate that your role may be different across various DPO categories, so please specify your role for each of these categories?

Who else in your firm has significant influence in the vendor selection process for document process outsourcing (for any type of DPO)?

Many companies do not begin outsourcing all of their document process activities at the same time. When did your company or organization begin to outsource the following activities?

Generally speaking, when your company or organization decides to outsource a document process activity, what is the primary motivation for doing so? Please select only one response.

Cost reduction

Improved process performance

To focus on our core business

Cannot say / don’t know

Please think back to the last time a document process outsourcing agreement came up for renewal. Did your company or organization follow a formal RFP (request for proposal) process, where other companies were invited to submit proposals in addition to your current vendor?

Yes

Don't know

No contracts have come up for renewal yet

Have not yet outsourced any activities

The last time a document process outsourcing agreement came up for renewal, did your company or organization retain its existing DPO vendor?

Yes

Don't know

Please indicate the extent to which you would agree with the statements shown below when thinking about outsourcing more specialized document process activities such as:

:- Records Management

:- Imaging / Scanning

:- Electronic Discovery

:- Litigation Support

Please indicate the extent to which you would agree with the statements shown below when thinking about outsourcing traditional document process activities such as:

:- Mail services

:- Print / copy center management

Please indicate the extent to which you would agree with the statements shown below when thinking about the outsourcing of print / copy fleet management.

We just discussed your attitudes about specific document process outsourcing (DPO) activities. Let’s now consider the DPO category in its entirety. Please rate the importance of each of the following things that a prospective DPO vendor could provide.

Please rank the following factors in order of their importance when deciding which document processing outsourcing vendor to select.

Reputation
Service
Expertise
Innovation
People
Price
Tailoring

Please select the statement that best describes your experience with each of the vendors listed below.

You said that you have not considered using Océ Business Services for your document process outsourcing needs. Please select the single statement that best describes why you have not considered working with this vendor.

I am not very familiar with what they have to offer

I am familiar with them but I don’t think they could serve our needs well

I believe they are too expensive

Their salespeople have not called on us

There are many other good options to choose from

You said that you have considered using Océ Business Services for your document process outsourcing needs but have not yet retained them. Please select the single statement that best describes why you have not yet retained this vendor.

There was no room to include them in our RFP process

They participated in our RFP but were too expensive

They participated in our RFP but their proposal was not strong

Their salespeople have not called on us

An opportunity to work with them has not yet arisen

There are too many other good options to choose from

You said that you have used Océ Business Services in the past but do not work with them currently. Please select the single statement that best describes why you no longer work with this vendor.

They were replaced by a lower cost competitor

We chose a vendor who offered a more appropriate solution

We were not satisfied with the quality of their work

We consolidated our DPO work with another vendor

You said that Océ Business Services is one of several document process outsourcing (“DPO”) vendors that you currently use. Please select the single statement that best describes why you have not consolidated more of your DPO work with this vendor.

I wasn’t aware that they could perform other DPO functions

They are good at what they do but other vendors are best for some DPO functions

It is too risky to consolidate too much DPO work with a single vendor

They have not proposed it to us

You said that Océ Business Services is your primary document process outsourcing vendor. How satisfied are you with their performance?

Based on what you know about Océ Business Services, to what extent would you agree with the following statements about them?

Based on what you know about Pitney Bowes, to what extent would you agree with the following statements about them?

Many DPO vendors offer a wide breadth of different services but may be mostly associated with one or two core services. If you knew a vendor primarily for their electronic discovery solutions, how credible do you think it would be for them to also offer the following services, based on what you know about the skills and capabilities needed to deliver them?

If you knew a vendor primarily for their mail services, how credible do you think it would be for them to also offer the following services, based on what you know about the skills and capabilities needed to deliver them?

Listed below are 7 services that a DPO vendor could provide. Please rank these services based upon the relative importance of price in selecting a vendor to work with, with “1” representing the service which is most dependent on having a low price and “7” representing the service that is least dependent on price.

Litigation Support
Print / Copy Fleet Management
Mail Services
Electronic Discovery
Records Management
Imaging / Scanning
Print / Copy Center Management

Please rank these services in order of the extent to which there is a real, meaningful difference in what each vendor is offering, with “1” being the service that varies the most from vendor to vendor, and “7” being the service that varies the least across vendors.

Mail Services
Print / Copy Center Management
Imaging / Scanning
Records Management
Electronic Discovery
Print / Copy Fleet Management
Litigation Support

Would it be okay for one of our research managers to contact you for a brief follow up interview? We would like to spend a few minutes with you on the telephone to further probe some of the issues raised in this survey. An incentive will be offered to all interview participants as a token of our appreciation for your time.

Yes, it is ok to contact me

No, thank you

What is your name?

What company do you work for?

What is your business email address?

What is your work telephone number?

What is your mailing address?

Please indicate the extent to which you would agree with the statements shown below when thinking about the outsourcing of print / copy fleet management.

Please contact [email protected] if you have any questions regarding this survey.