Description

In the US, Document Process Outsourcing (DPO) is expected to pass the $2.1 billion mark in 2011, an 8.8% compound annual growth rate. Document solutions are growing in corporate acceptance as a route to cost savings, reduced process times and better service offering. Significant opportunities lie ahead for hardcopy vendors and software companies addressing document-intensive business processes.

Scope of this research

• Over 700 functions and 40 sectors are investigated to determine “best fit” vendors with multiple industry specifications
• DPO providers are assessed each year against 18 operational excellence criteria identified for DPO services
• Functions most in demand by customers of DPO services are ranked and reported included document type break downs
• Trends are included for market growth and benefit delivery including security, cost savings and accessibility of documents

Research and analysis highlights

Data Security & back up, solutions deployment & outsourcing implementation and service reliability are the most important attributes influencing DPO client satisfaction with their 2009 outsourcing providers. Progress in these attributes is proving key to client acceptance and market growth.

Strong dissatisfaction is uncommon in the DPO sector, occurring in less than 3.74% of diverse industry and niche clientele. UK & US clients are among the most satisfied with DPO services delivery. Strong dissatisfaction with offshore outsourcing vendors was measured 8.4% of all surveyed clients with 2018 relationships.

Single-vendors offering highly comprehensive solutions to service corporate clients ranked highest in the overall survey by clients.