OBS 020608

Thank you for agreeing to participate in this important survey about the document process outsourcing category. Your individual responses will be kept strictly confidential and only aggregate data will ever being shared with anyone. The survey should take less than 10 minutes to complete.

(Placeholder statement - customized statements in development)

* Which of the following document processing functions does your company currently outsource either all or part of its activity?

Mail services

Print / copy

Facilities management

Records management

Imaging

Electronic discovery

Other business services

We do not outsource any of these functions

* You said that your company does not currently outsouce any of its document processing activities. As you look forward over the next 12 months, how likely is your company to begin to outsource some of its document processing 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 document process outsourcing (DPO) vendor selection process.

I am the sole or primary decision-maker

I am one of the key decision-makers

I provide recommendations to decision-makers

I help manage the selection process

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

I will be the sole or primary decision-maker

I will be one of the key decision-makers

I will provide recommendations to decision-makers

I will help manage the selection process

I will not be involved in the vendor selection process

I don’t know

* Please select the category that best describes the industry that you company or organization operates in.

* Please select which sub-category of “Financial Services” that best describes what your company or organization engages in.

* Please select which sub-category of “Manufacturing” that best describes what your company or organization engages in.

* Please select which sub-category of “Not For Profit / Institutional” that best describes what your company or organization engages in.

* Please select which sub-category of “Health Care” that best describes what your company or organization engages in.

* Please select which sub-category of “Other Business Services” that best describes what your company or organization engages in.

* Please select your company's range of annual revenue.

Less than $5 Million

$5 Million - $25 Million

$25 Million - $100 Million

$100 Million - $250 Million

$250 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 firm.

* Please select the functional area of your company in which you work.

* Please select the title which best describes your role within your company

CEO / President / Owner / Partner

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

General Manager

Vice President / SVP

Director

Manager / Supervisor

Analyst

Staff member

Other

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

Please select all of the vendors that your company currently retains for each document processing activity.

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 the various DPO categories, so please specify your role for each of these categories?

Who else in your firm is involved in the vendor selection process for document process outsourcing (for any type of DPO)?

* Please select the statement that best describes your annual document process outsourcing decision-making process.

Unless our situation has changed significantly, we typically just renew existing vendor contracts and terms

We actively renegotiate vendor contracts each year, setting new goals that must be achieved to retain our business

We accept unsolicited proposals from competing vendors and give our existing vendors an opportunity to match what they are offering

We follow a RFP process each year, but existing vendors have the inside track so long as they meet our pricing requirements

We follow a formal RFP process and are very willing to switch vendors if a competitor offers a better proposal

* If you have ever switched DPO vendors, please select the reason that best describes why you switched.

We have never switched DPO vendors

We switched but I am not familiar with the circumstances

We switched because another vendor offered a better price

We switched because the service the vendor provided was poor

We switched because another vendor had better technology

When making a document process outsourcing decision, how would you rate the importance of each of the following things that a prospective vendor could offer you?

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

Quality of on-site staff
Price
Tailored solutions
The vendor’s scale
Quality of equipment / technology

* You said that you have not considered using Oce Business Services for your DPO 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 Oce Business Services for your DPO needs but have retained them yet. 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 Oce 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

They were replaced by a competitor that offered a solution that fit our needs better

We were not satisfied with the quality of their work

We consolidated our DPO work with another vendor

* You said that Oce Business Services is one of several DPO vendors that you currently use. Please select the single statement that best describes why you have not consolidated all of your DPO work with this vendor.

I wasn’t aware that they could perform all of the DPO functions

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

It is too risky to consolidate all document processing work with a single vendor

They have not proposed it to us

* You said that Oce Business Services is your primary DPO vendor. How satisfied are you with their performance?

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

Based on what you know about Xerox, 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?

Please select the DPO vendor that you most associate with each of the following adjectives.

To the best of your recollection, please indicate all of the interactions you have had over the past 6 months with the DPO vendors shown below.

* From your perspective, what should a company’s attitude towards electronic discovery be?

How discovery is managed is the lawyers issue to deal with

Electronic discovery should be managed by external counsel but follow strict cost guidelines

A company should require its law firms to use a specific e-discovery vendor that the company has carefully vetted

Electronic discovery is now a strategic issue and most large companies should have their own e-discovery solution in house

* What would be your reaction, if a DPO vendor said that they could seamlessly manage the entire “document lifecycle”, from a document’s creation, to its distribution, storage and retrieval, as well as managing its role in any future litigation?

“It sounds very appealing”

“Doesn’t every vendor say they do that now”

“I don’t think a single vendor could do all of those functions well”

“Even if a single firm could do everything, you shouldn’t put all of your eggs in one basket

Which factors, if any, make your industry’s document processing needs unique from most other industries?

Extremely high print volume

Speed is a critical

Highly focused on cost efficiency

Significant and irregular fluctuations in workflow

Highly specialized equipment needs

High risk associated with managing records

Large number of disparate processing sites

Accuracy of the work is extremely important

Unique regulatory environment

Please rank the aspects of industry expertise and specialization that are most important for a DPO vendor to provide

Relevant case examples from other companies in my industry

Technology solutions that are custom designed for our industry

Account managers that specializes in our industry

Onsite staff that specialize in our industry

Proactively surfacing relevant business improvement ideas

White papers and other thought leadership

A deep understanding of the regulatory issues facing our industry

From each of the following pairs, choose the source of DPO vendor differentiation that is most attractive to you.

* Would it be ok for one of research managers to contact you for a brief follow up interview? We would like to spend just a few minutes with you on the telephone to probe some of the issues raised in this survey with you further. 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 contact [email protected] if you have any questions regarding this survey.