Activity Based Work Models (ABW) and

the implication for the traditional

communication channels: Transforming the mailroom from a logistics hub into an information gateway. EMC Momentum Day ANZ 2012

Information …. Transformation

Information Intelligence … the first thought?

The fundamental problem of communication is

that of reproducing at one point either exactly

or approximately a message selected at

another point. Frequently the messages have

meaning.

- Claude Shannon (1948)

What else happened in 1948?

What else happened in 1948?

1948 – the office communication

1948 - communication

1948 – the mail room

1948 – office layout

1948 – office layout

Industrial to Information

Source: Veldhoen + Company

Activity Based Working (ABW)

Three environments in which work occurs in a

integrated manner;

1. the physical environment (the building and the work

environment),

2. the virtual environment (the IT and information

management)

3. the behavioural environment (people and organisational

aspects).

Activity Based Working

Activity Based Working

Activity Based Working

Activity Based Working

Traditional Mailrooms How to combine the old with the new

Mailrooms are the entry and exit for …

Courier arrives

with Mail for

processing

Unloaded

Weighed &

Scanned

REGISTERED

Items recorded

Mailroom

Management

System

PRIMARY SORTATION

Branch Mail Interstate MailCorporate Office

MailExternal Mail

Franking

DL Aggregation

(NSW only)

SECONDARY SORTATION

Individual BSB Building

Department

LevelIndividual BSB

Individual BSB

Delivery via Toll

Bank Branch

Network

Delivery via Toll

Courier Network

Delivered to

Onsite Mailroom

Delivered to

recipient work

area

Delivered to

Bank Branch

Collected by

Australia Post

Tranship to

relevant Interstate

Mailroom

Delivered to

Interstate

Mailroom

Collected by Toll

Interstate Courier

Mailrooms manage

Mail

Courier

Freight

Document and information

management

Non-core service to most

organisations

Information Flow

Traditional Mailroom Services

Onsite & Offsite

Process

• Sort

• Count

• Open

• Prepare

• Printing

• Franking

• Bulk mail

• Reports

• Postage discounts

• Fold & insert

• Fulfilment

• Document imaging

Incoming

• Australia Post

• Couriers

• Faxes

• Internal mail

• DX mail

• Office supplies

• Newspapers

Dispatch

• Australia Post

• Couriers

• Fax

• Internal mail

• Remail

• DX mail

• Floor deliveries

• Digital information

Facilities Support Services

• Concierge, reception, management of meeting rooms/office supplies etc.

Digital Mailrooms – Information Logistics

Digital Mailroom Products

Applications, Architecture & Systems

Traditional Mailroom •Sporadic / Departmental

Imaging of Paper, Fax and

Email (simple capture rules

high transactional count)

•Mail is manually delivered to

business unit work queues

•Multiple BPM tools in use

across Bank

•Dysfunctional supply chain

with slow processing times

•Mailrooms located on Bank

premises to deliver mail

Digital Mailroom - Imaging •Enterprise wide Imaging

supported by mail handling

rules

•Simple systems that auto

classify and assign mail to

enterprise work queues

•Integrated supply chain linking

offsite mailroom to Smart

Lockers or onsite service desk

for management of physical

deliveries

•Delivered to Customer ECM

for transactional view of

inbound mail

Digital Mailroom - Intelligent

Document Capture •Standardisation and

rationalisation of inbound mail

•Introduction of Intelligent data

capture off documents

• Completion of document

fields

• Address validation

• Correction of OCR errors

• Check signatures

•Customer resources access

hosted ECM / BPM for

transaction processing

Digital Mailroom - STP •Automated Mailroom creates

actionable data for the majority

of transactions

•Rationalised and

Standardised forms, systems

and processes

•Advanced BPM / ECM to

manage exceptions processing

presented to a mix of offshore

and onshore resources

•ECM / BPM integrated with

Bank systems to aid process

automation and efficiency

Transition & Implementation

Infrastructure & Scanners Locations

Digital Mailroom Conceptual Overview

Mail Handling Overview

Toll Digital Mailroom - Imaging Service

A scalable cost effective

capture solution

Integrated supply chain logistics – National coverage with established

imaging centres in mainland capital states

– Eliminate interstate Mail movements

– Located in Toll Depots to integrate with Air, Road, Courier & Freight services

Mail can be processed in 3 shifts – 5:00am – 9:00am - AM/Morning

shift

– 10:00am – 6:30pm – Day shift

– 6:30pm – 12:00 am – Night shift

Infrastructure – Robust DR and BCP in Data

Centre’s – Service will be monitored and

supported by Toll Group IT (24 x 7)

Personal deliveries to the office

Source: smh.com.au – 10th August 2012

Parcel lockers for enterprise

Parcel lockers for enterprise

Questions