Cs Showing The Way
- 1. Document Management Showing the Way Solutions Iron Mountain Customers Share Document Management Best Practices
- 2. Welcome As I meet with Iron Mountain customers, I’m often struck by how invested organizations are in ensuring that their information management processes and technologies are up to date with current storage, protection and management approaches, as well as all relevant regulations. In fact, the one question I hear most often with regard to this concept is, “What are you doing for my peers and competitors that you could be doing for me?” People simply want to be sure that they are keeping pace with their industries and leveraging best practices whenever and wherever possible, and the worldwide leader in information management services certainly seems like a good place for a reality check. We have history and expertise in acting as a trusted advisor for customers the world over and partnering with them to solve real-life information management challenges, so they can realize greater value from both physical and digital assets. In fact, this is a commitment you can see reaffirmed in 2011 — and beyond — in the form of such new capabilities as our Litigation Support and Accounts Payable solutions, as well as our applications for dispute resolution, contracts, mortgage and insurance. But, even with our proven best practices and a consultative approach that really gets to the heart of each individual environment, we find our customers curious to learn more in terms of customer stories and insights. They want to know how others are finding success in solving tough business issues, such as: — Addressing relevant regulatory and compliance risks and responding to litigation — Facilitating easy access to information from anywhere — Cost-effectively scanning the files they need when they need them — Converting physical files to digital — Seamlessly managing active and inactive files It’s this overwhelming interest in real customer applications and installations that inspired us to create this book for you. In the following pages, you will see how different organizations are addressing their document management needs and the benefits they are deriving from their solutions. And no matter your sector, size or specific needs and requirements, we encourage you to use their stories to challenge us and help us help you. Enjoy the book, and best wishes for continued success, Chris Churchill, Senior Vice President of Document Management Solutions Iron Mountain
- 3. Even in the midst of the Knowledge Economy, or perhaps more accurately because of it, professionals spend a considerable amount of their time searching for information. They report that there is simply too much content in too many formats and places. It’s there to be used, but it’s not useful for the people who need it. That’s because business-critical information in many organizations is simply too disjointed, dispersed and diverse to be of much real value. But, that’s not to say that all enterprises are challenged in this area. Some have benefited from the intellectual property and best practices that leverage Iron Mountain’s long and varied history in lifecycle-based records management, helping to bring together their physical and digital records and identify and implement an appropriate migration path to electronic records. Our Document Management Solutions (DMS) have helped these industry giants and innovators create comprehensive, fully integrated programs that deliver complete visibility and access to all their business records — no matter the form they are in or where they reside. They enjoy a single vendor helping them manage their transition to electronic processes, with no unnecessary transportation or break in the chain-of-custody of their records. And because Iron Mountain can also provide intelligent scanning services, some customers are even further simplifying their document management processes. 3
- 4. We’ve helped enterprises evaluate their existing document management environments and related costs and assess their long-term needs. Iron Mountain’s customers are achieving real competitive advantage and big business results via end-to-end, lifecycle-based document management solutions that are customized to address their specific needs and feature: — Active Records Management, via ActivFile® Solutions, a fully outsourced, active records management program that helps keep costs low by consolidating, organizing and indexing paper documents and archived and on-demand images. — Intelligent Document Conversion, which significantly reduces document access times, and improves both access and security for such key records as contracts, human resource files and invoices by converting them into electronic form. — osted Image Archiving, via Iron Mountain’s high-capacity, high-availability Digital Record Center® H for Images, which provides long-term storage and anytime, anywhere access and retrieval of archived documents. — Records Management Software, via Accutrac® Software, which centralizes tracking, management and application of policy (including holds) to all records — active and inactive and throughout their entire lifecycles — regardless of location. — ocument Workflow Consulting, which leverages our document management experts to D streamline business processes, enhance workflows, improve operations and support overarching business strategies. 4
- 5. Then, we work with them to develop a managed solution that supports their business goals while complementing their strengths and resources. Iron Mountain’s DMS customers are integrating WHERE physical and digital records to: Onsite Offsite – mprove employee I Centralized Distributed productivity with fast, distributed, simultaneous WHAT HOW access to all records, Active files File Room Management regardless of format Inactive files Document Conversion Hybrid records Image Hosting – rotect their business with P enforced compliance and disaster recovery strategies Iron Mountain’s Document Management Solutions integrate physical records management, imaging and electronic storage, managing our customers’ information throughout – ave time and money by S their lifecycles. Our solutions make information more implementing a solution accessible and actionable, increase compliance and security and improve workflows and business processes, thereby more quickly and with little reducing the total cost of information management to help: or no capital investment — Improve efficiencies — Decrease risk — Reduce costs 5
- 6. Infuse Efficiencies for Improved Operations It’s stunning to know In a world where efficiency is king, these figures provide telling proof that many organizations continue to struggle to optimize people, processes that 80 percent of and technology resources. Companies must rethink how they access, manage and store the corporate employees countless physical records found across departments and locations. In fact, employees the world over are wasting valuable time each day on waste upwards of 30 these unproductive tasks — which only serves to reduce the amount of time they spend making valuable contributions to the organization. minutes each day With a wide array of document imaging and storage capabilities, Iron Mountain has helped companies across industries and geographies retrieving information, drive efficiencies and optimize their most valuable internal resources. Using a collaborative approach that considers our customers’ business while another 60 percent requirements and technology investments, we develop end-to-end imaging workflows that take physical documents — in whatever their spend over an hour present form might be — and convert them to the proper electronic format. These images are stored in secure, digital archives and made duplicating the work of available on demand throughout the organization. This approach gives businesses a streamlined, logical process to follow for all records access, helping to increase efficiencies and improve responsiveness. their colleagues. 1 As we have demonstrated through hundreds of successful customer engagements, our innovative, best practices-based imaging and storage solutions provide the capabilities organizations rely upon to streamline processes and focus internal resources where they are needed most. 1 K ingsley Martin. “Show Me the Money – Measuring the Return on Knowledge Management,” http://www.llrx.com/features/kmroi.htm. 6
- 7. Lahey Clinic customer challenge While this imaging program helped Lahey create Lahey Clinic, a non-profit group practice based a digital set of its most recent records, it did not in Massachusetts, wanted to connect patient yet have a streamlined process for converting and information across various silos and improve delivering the information contained in its over continuity of care, while streamlining its transition 1.2 million existing paper records — many of which to an Electronic Medical Record (EMR). concern patients with chronic illnesses and must therefore remain open for some time. Iron mountain solution We implemented the Iron Mountain Image on To realize its goal of delivering the most important Demand™ solution to digitize paper-based records data to the point of care, Lahey opted to work with on an as-needed basis and quickly deliver the most Iron Mountain, its long-time information management important data to the point of care. partner, to develop a paper-to-digital workflow that creates electronic abstracts of the most pertinent benefits areas of paper-based patient records. The Image on Demand solution helped Lahey improve access to patient information and created At the heart of this process is our Image on Demand a comprehensive patient record that furthers its solution, which enables Lahey to digitize select EMR transition. portions of a patient record, develop an electronic abstract and move these images to its EMR system. This process ensures that, once uploaded, the With more than 5,000 physicians, nurses, therapists abstracts are instantly available to all clinicians in a and support staff working together to provide single system throughout the continuum of care. compassionate care and superior patient outcomes, The Iron Mountain Image on Demand solution has Lahey Clinic gives its patients access to leading delivered significant benefits to Lahey in the form physicians who use a consultative approach to of timeliness and accessibility of information. In the develop personalized, individually focused treatment first months after deployment, Lahey uploaded well plans. To ensure that its clinicians have access to over 7,000 images to its EMR system. Having this the proper patient information, Lahey established a information on hand greatly improves accessibility, document conversion program designed to create leading to an optimized workflow and — ultimately — electronic versions of the paper records generated better patient care. whenever an individual was admitted to the hospital. “ dopting Image on Demand is critical to bridging the gap A between paper and electronic records and providing the highest standards of patient care. Iron Mountain is helping Lahey Clinic to successfully prepare its EMR, and extend its benefits to our patients.” — Lori P. Jayne, Director of Health Information Management and Privacy Officer, Lahey Clinic 7
- 8. Motley Rice LLC customer challenge maintained two facilities for storing and servicing The task of managing records internally was pulling records. In 2007, Motley Rice decided it was time resources away from Motley Rice’s core business. to bring in outside document management experts In order to reduce expenses and improve operating to manage their records in order to streamline efficiencies, they decided to partner with an outside operations. expert to manage their records program. Motley Rice was already using Iron Mountain for tape Iron mountain solution backup services, as well as some records storage Iron Mountain helped design and manage a new services, so it made sense to consolidate the records storage facility, using secure, cost-effective best services with one trusted vendor. practices to handle both archived and open case files, Iron Mountain helped design the internal layout of the and provides tape backup and shredding services for facility and took over the daily operations, including the firm. management, staffing and related services. Initially, benefits the onsite records center managed only archived files Iron Mountain’s Document Management Solutions but our services have been so successful that Motley streamlined Motley Rice’s services, improved Rice is transferring open files to the center as well, efficiency and effectiveness and have allowed the using Iron Mountain’s ActivFile Solutions, allowing firm to better focus its litigation team on its law the firm to save more office space and improve practice. efficiencies even further. The level of service provided by Iron Mountain allows Motley Rice to focus on its growing practices and Like most law firms, Motley Rice depends on secure, serve its clients more effectively. Perhaps the biggest accessible records. But because the firm handles benefit of all is peace of mind. Iron Mountain ensures many long-running and complex cases, such as that files are consistently managed using best asbestos lawsuits, records management is especially practices that meet compliance requirements. important. To manage these records, Motley Rice “ ur first goal was to streamline operations, and we definitely O achieved that. We were also able to reduce expenditures by having Iron Mountain manage the facility.” — Hillarie Stecker, Director of Litigation Support, Motley Rice LLC 80% of employees waste 30 minutes each day retrieving information. 8
- 9. Parker Hannifin Corporation — Transportation and Logistics Department customer challenge the company contracts the services of multiple The transportation and logistics department of third-party carriers, all of whom must send a CD to Parker Hannifin Corporation, a leading global corporate headquarters with details of the numerous manufacturer of motion and control technologies and shipping transactions from the previous month. systems, was seeking a better means of managing This structure exposed Parker Hannifin to the risk international import documents. of unannounced audits by US customs and border Iron mountain solution protection — which requires documentation be Iron Mountain developed a solution that utilizes presented within 30 days or be subject to regulatory our Digital Record Center for Images as a central penalties of up to $5,000 per transaction. To find a repository for electronic shipping information from solution to streamline and remove risk from its import third-party brokers. documentation process, Parker Hannifin turned to Iron Mountain. benefits Through an accessible, centralized online repository We leveraged our Digital Record Center for Images of all international shipping information, the to act as a central repository for all of the company’s transportation and logistics department gained import documentation — replacing the need for greater efficiencies, improved compliance and brokers to send a monthly CD with online access avoided many of the penalties associated with to documents for indexing, storing and auditing failed audits. purposes. Together, these capabilities have enabled Parker Hannifin’s transportation and logistics department Because Parker Hannifin Corporation ships a large to increase the availability of international shipping volume of product internationally, the ability to information, improve the speed with which it can effectively manage customs documentation for respond to customs requests — and avoid the fines each of the countries in which it does business is and penalties related to providing insufficient an essential component of a smooth operation. documentation during audits. Complicating this matter, however, is the fact that “ n the past it could be days before we got our hands on the I documents that we needed to supply to customs, and now that transpires in a matter of minutes.” — Craig Schau, Manager, International Trade Compliance, Parker Hannifin Corporation 9
- 10. A Mutual Life Insurance Company customer challenge The company chose Iron Mountain for this project One of the nation’s largest mutual life insurance based on our methodology and two-stage solution that companies wanted to enhance the availability and focused on relocating records to a low-cost facility and management of the more than seven million active developing a comprehensive imaging system. During policy files it was storing on an outdated the relocation process, all records were inventoried, retrieval system. verified and affixed with barcode labels. We audited the process each step of the way to ensure that the Iron mountain solution files were moved efficiently and accurately from the Iron Mountain managed the relocation and organization insurer’s location to our facility. of the insurer’s files and delivered an imaging solution that provides quick and easy document retrieval. The imaging system we implemented creates, stores and distributes more than 30,000 images daily, benefits providing the company with quick and efficient access The company realized dramatic improvements in to policy folders for both service branches and the the speed with which records are accessed — cutting company’s corporate office. average retrieval times from three days to 24 hours. Thanks to new technology and a best practice-based records management process, the insurer realized With over seven million active policy files stored in financial savings and improved quality of service and a 69,000 square foot facility, the sheer volume of records access. Furthermore, the system improved physical records and the size of the storage facility retrieval time for paper records from three days to made the process of accessing records a slow, 24 hours, and delivered instant access to digitized inefficient one that could take upwards of three days to documents and policy folders. complete. These realities caused the insurer to rethink its record management polices and focus on ways to cut costs, drive efficiencies and improve service levels. The insurer improved retrieval time for paper records from three days to 24 hours, with instant access to digitized documents and policy folders. 10
- 11. A Financial Services Firm customer challenge At these sites, Iron Mountain employees are A leading US-based financial services firm helping the firm with various records program with operations in more than 100 countries management tasks, including defining policies wanted to outsource its records program and workflows, developing retention and management operations, so it could improve destruction schedules and much more. compliance, streamline processes, reduce benefits costs and free up more internal resources to As a result of this outsourced records focus on its core mission. program management engagement, the Iron mountain solution firm is able to help users become more Already an Iron Mountain customer, the firm self-reliant, streamline the development opted to expand the relationship by working and implementation of records retention with us to develop a fully managed records schedules and better support office closings program management function. As part and relocations, as well as divestitures and of this engagement, we sourced key team acquisitions. members to work directly with the firm at its headquarters and major operating centers. A Publishing Company customer challenge comprising an estimated 575,000 pages — A world-leading publisher of scientific, the publisher looked to Iron Mountain for technical and medical information needed to help. We responded with a solution that standardize and streamline publisher-author applies a best practice-based approach to the contract management, administration and management of the document conversion storage, so it could more efficiently process process, including formatting and uploading royalty payments and accurately respond to to the company’s corporate image repository. author requests. benefits Iron mountain solution Today, this major publisher enjoys the When it realized that non-standard, benefits of a consistent, centralized and decentralized contract management and easily accessible contract repository — one storage approaches were hindering its ability that boosts productivity and streamlines to operate efficiently and limiting service and supports publisher-author relations quality – especially when faced with an via standardized and properly indexed initiative to relocate some 32,000 legal files documents. 11
- 12. Schering-Plough Corporation customer challenge an imaging solution that digitizes and stores roughly Schering-Plough, a major international pharmaceutical 6,000 accounts payable documents each day, making company, wanted to modernize a microfilm-based them available on demand to the hundreds of authorized accounts payable system to shorten processing time, employees at company locations throughout the country. improve productivity and provide its employees with benefits self-service capabilities. Our document imaging solution helped Schering-Plough Iron mountain solution reduce costs and improve operational efficiency. In Citing the successes Iron Mountain has had helping addition, the company has extended the solution to similar companies securely and efficiently scan and support asset forms, property and equipment processes, store critical documents, Schering-Plough turned to approval authorizations and several other applications. us to guide the project. We designed and implemented “ ow that we see the power of Iron Mountain’s Document N Management Solutions, we want to grow them as much as possible.” — Carl McAvoy, Senior Manager of Global Administrative Services, Schering-Plough Corporation A Global Professional Services Company customer challenge helped the company implement a hosted image Faced with the impending move of its shared repository — leveraging the Iron Mountain services center to a much smaller location, a Digital Record Center for Images — that provides leading global professional services organization secure, rapid access to digitized versions of its needed to transfer such critical documents as critical records. intern and candidate applications, employee files benefits and I-9 forms to a new storage facility — without With our help, the professional services hindering its ability to respond quickly to corporate organization was able to free up valuable space in and employee requests. the new, smaller shared services center, alleviate Iron mountain solution security, compliance and chain-of-custody After assessing the organization’s needs, taking key concerns, provide fast document access at remote customer contacts on a tour of two Iron Mountain offices and respond to employee and corporate facilities and demonstrating our scanning process, requests in a timely manner. chain-of-custody and security measures, we 12
- 13. A Worldwide Financial Institution customer challenge and uploaded the most critical documents to Following a compelling event, a worldwide an image repository for on-demand access. financial institution sought to reengineer its Following this first step, we helped the records management program to enhance company image and store the remainder of security and compliance — and make human its human resources documents for efficient resource information more readily available to retrieval across the organization. employees in remote offices. benefits Iron mountain solution Since this latest implementation, the institution An Iron Mountain customer since 1989, the has imaged over five million documents, company once again turned to us to help it electronically backed up each file and execute this new program. In response, we securely stored them all in a centralized worked with the institution to devise a hybrid image repository to speed response to human document management solution that scanned resources requests. “ nce documents are uploaded, people can access what O they need from their desktop. That was the big value I saw, having things immediately available without needing to request them.” — Vice President, Document Management, Worldwide Financial Institution A Global Energy Company customer challenge assistance. We responded by developing a In response to the relocation and solution based on our Backfile Conversion consolidation of an office into a smaller service, which outlined a phased, project- space, the treasury department of a global based workflow for the fast, cost-effective energy company needed a better way of bulk conversion of existing physical records. storing and sharing key hardcopy financial benefits documents — without limiting their availability With its Backfile Conversion program in place, or accessibility. the energy company was able to maximize Iron mountain solution the value of its limited storage space, while Sensing the challenges inherent in storing continuing to provide users in multiple a large amount of existing information in a locations with quick and easy access to significantly reduced footprint, the energy electronic images of critical documents. company turned to Iron Mountain for 13
- 14. A Worldwide IT Company customer challenge vaults for scanning as business needs dictate. In After accumulating volumes of microfiche images addition, the solution arranged for the upload of of decades-old human resources files, a worldwide all scanned documents to a digital archive, where IT company realized that the time had come to they are accessible on demand to employees in implement a new model that would digitize these the company’s human resources and benefits critical records, eliminate the aging equipment departments. needed to view them, provide broader records benefits access and speed responses to increasing human After implementing the hybrid solution, the IT resources requests. company became better positioned to meet the Iron mountain solution compliance requirements associated with its human We worked with the IT company to develop a hybrid resources files, drive efficiencies, quickly respond solution that focused on backfile scanning of only a to requests and provide higher quality service to its portion of the microfiche and storing the remaining employees. files in one of our climate-controlled underground A Sales and Marketing Support Firm customer challenge that leverages our Backfile Conversion The HR department of a firm that provides service and Digital Record Center for Images, targeted market data to organizations across enabling the firm to create electronic the globe was looking for a way to make the versions of the legacy personnel records legacy, paper-based personnel files residing and host these in a central repository that is in three separate locations more accessible readily available to users in all areas of the across the business. organization. Iron mountain solution benefits Recognizing the need for a partner who could This new solution has not only helped the adapt proven information management best firm gain better control over its existing practices to its HR department’s unique HR documents, it has also provided a needs, the firm sought the guidance of streamlined, cost-effective means of making Iron Mountain. After assessing its unique important information available wherever and requirements, we implemented a workflow whenever it is needed. 14
- 15. A Worldwide Energy Company customer challenge We worked with the company to devise a plan that A worldwide energy company was looking to reclaim managed the onsite packing and categorization of valuable office space and create a more streamlined physical records, as well as the shipment, storage means of managing and distributing the contracts and backfile and day-forward scanning of the paper it stored onsite, in 40-plus filing cabinets — and documents at our facility. improve its ability to locate and deliver documents to benefits satisfy internal requests. This end-to-end document management solution Iron mountain solution helped the company improve the overall quality of Realizing that it needed faster document retrieval its records management program, streamline access and transport processes, the company asked Iron to important records, accelerate business processes, Mountain to help it create an efficient conversion speed responses to internal requests and focus more program for backfile and day-forward scanning. attention on core business processes. 60% of employees spend an hour or more duplicating the work of others. 15
- 16. Mitigate Risk for Better Compliance and Governance With trillions of paper Each time this happens, companies not only face steep financial penalties, they also incur high levels of organizational risk that can result documents circulating in significant legal repercussions and cause irreparable damage to brand reputation and customer relationships. throughout businesses And yet, with such a large percentage of corporate memory continuing to reside on paper, it looks as though organizations will be contending in the United States, with the legal, regulatory and compliance risks associated with lost or damaged physical records well into the future. it’s only natural that a Iron Mountain has helped organizations in various industries and locations reduce risk by providing a broad portfolio of document significant percentage conversion, transport and storage capabilities. We create and implement comprehensive imaging workflows that leverage a best practice- will be lost or misfiled. based approach to document preparation, scanning, filing and quality assurance. In addition, our specialty fleet of vehicles transports physical records following a firm, auditable chain-of-custody that ensures optimal levels of safety as documents move from customer sites to one of our facilities and back again. And finally, we build storage facilities with security in mind — providing the confidence that physical records are being housed in a manner that keeps them safe and out of harm’s way at all times. What’s more, we take a practical approach to litigation preparedness that delivers the resources you need to manage the request and discovery processes and effectively supply evidentiary data for pending litigation. This helps you contain discovery costs, minimize information volumes and create a legally defensible program that is supported by well-defined, consistently applied policies and procedures. As our experience shows, the combination of our imaging, transportation, storage and litigation readiness processes and best practices provides organizations with a secure, reliable means of safeguarding documents and reducing their overall risk profiles. 16
- 17. A Global Provider of Healthcare Products customer challenge files left its facilities. As concerns about the risk The diagnostics division of a leading multinational associated with this process grew, the company provider of healthcare products and services requested proposals from several vendors it thought was seeking a cost-effective, reliable document could streamline the conversion process. conversion solution that drove efficiencies and Among all of the vendors to reply to the RFP, only enhanced records security. Iron Mountain proved it could address the company’s Iron mountain solution concerns about process, security and cost. We Iron Mountain delivered an integrated, fully managed established an integrated workflow that begins with approach to document conversion that employed the files being boxed onsite at company headquarters safe, efficient processes and the technology required and transported in secure vehicles to one of our to meet the company’s needs. Records Centers. There, documents are prepared, scanned, checked and indexed using digital coding benefits and merging, reducing conversion costs and the With Iron Mountain’s solution in place, authorized potential for re-keying errors. employees gained better access to business-critical documents, improving productivity while reducing Upon completion, a DVD of the material is sent to costs and eliminating various exposure points. the company and loaded into its computer system, making it immediately available to authorized users. Both the original documents and backup DVDs are With business and research facilities headquartered stored at the Iron Mountain facility, ensuring full, hundreds of miles apart, and additional facilities rapid recovery in the event of a disaster or disruption. located throughout the world, the diagnostics division Following the implementation, the company’s of a leading healthcare products company relies essential documents are now converted more quickly, on digital imaging to give authorized employees efficiently and with higher quality. What’s more, the immediate access to essential company documents. secure workflow helps to ensure that documents However, as physical documents expanded in both remain safe, and sophisticated encryption technology volume and diversity, the company experienced long permits only authorized users to access company delays in converting, shipping and storing documents, information online. which created apprehension about security as the A Major Sporting Goods Retailer customer challenge leveraging the combined resources of seven of our A leading retailer of name-brand sporting goods imaging centers, which worked together to prep, was involved in a legal discovery project that image and index all 60,000 files — and save them required some 1,400 cartons containing more than to a secure FTP site, burned DVD or external hard 60,000 employee records to be imaged, indexed drive within the required timeframe. and delivered to internal counsel in two weeks. benefits Iron mountain solution With our help, the retailer was able to deliver the Recognizing that there could be no delays in records needed to support the litigation event, preparing this immense volume of records to while avoiding the risks and penalties associated support litigation efforts, the company turned with failing to provide the required information to Iron Mountain for help. We responded by within the prescribed timeframe. 17
- 18. A Leading Pharmaceuticals Manufacturer customer challenge associated with each file and putting everything One of the world’s leading pharmaceuticals into storage cartons for shipment to Iron Mountain. manufacturers needed a solution that could Next, we scanned carton- and file-level data into effectively convert more than 25 million paper-based our SafeKeeperPLUS® inventory-control system intellectual property documents into the proper for greater tracking accuracy. The documents were digital format — and deliver the appropriate indexing, then prepared, scanned, indexed and uploaded to an tracking and online security capabilities. image archive and stored in a secure facility. Iron mountain solution benefits Recognizing the critical importance of the In the end, the company achieved centralized control company’s IP, Iron Mountain implemented a multi- over its important records and improved its safety phase solution that managed the full scope of the through encryption and other electronic security project. The first step was to create a file-level methods — helping it reduce the risk that these inventory of all documents by scanning the barcodes records could be lost or compromised. A Global Communications Company customer challenge we tailored our proven imaging best practices to To support the creation of two distinct new business the company’s unique requirements — creating an units, a global communications company was tasked outsourced solution that scanned and properly with locating relevant patent documents dating categorized more than 130,000 patent files. back more than 80 years, and separating, scanning benefits and refiling each by the end of 2010 — all while Our customized imaging solution helped the maintaining an unbreakable chain-of-custody. communications company isolate, scan and store Iron mountain solution the required patent documents well ahead of the An Iron Mountain customer for more than a decade, end-of-year deadline, enabling it to launch the new the company turned to us once again to help it business units with the confidence that the proper execute this complex, critical effort. To this end, supporting information was available. 18
- 19. A Leading Insurance Provider customer challenge responded with a solution that scanned all Facing a class-action lawsuit, a leading 400,000 claims forms — creating a total insurance provider needed to retrieve of over 200 million images — and reboxed more than 400,000 hardcopy claims forms the hardcopy records following our proven residing in multiple storage facilities, and information management best practices. image them within a 60-day window. benefits Iron mountain solution With Iron Mountain’s help, the insurance Due to the distributed nature of the records company was able to provide the records in question — and the lack of standardization needed for the lawsuit before the 60-day with which they were stored — the insurance deadline, increase process efficiencies, company enlisted Iron Mountain to guide reduce risk and better prepare itself for the retrieval and imaging processes. We future litigation and audit events. A Nuclear Energy Company customer challenge conversion of documents across formats and A US-based nuclear energy company was media and post-scanning document storage looking to reduce the risks associated with the at a secure facility. onsite storage of Design Change Revisions — benefits documents, drawings, photographs, reports By converting its Design Change Revisions, and more pertaining to the ongoing design the energy company enhanced the security and improvement of the plant. of its backup media and provided remote Iron mountain solution access to authorized users. In addition, Leveraging its experience in the nuclear the company has been able to capture and utility industry, Iron Mountain designed an preserve existing documentation with a imaging program that included transportation reduced footprint, while eliminating the risks between the company’s site and our associated with storing copies of these vital specialized underground storage facility, records onsite. 19
- 20. An International Security Company customer challenge of completed images that follows a An international manufacturer of secure chain-of-custody every step security systems and software, of the way. hardware, automatic entrances and benefits residential safety products needed Iron Mountain’s solution helped to safeguard its master lock the company free up valuable codes — the codes used to reset a office space and ensured the malfunctioning locking system — safety of its critical master lock by eliminating paper documents codes in the event of a disaster. and developing backups of these Additionally, the company was vital records. able to more efficiently process Iron mountain solution and fulfill requests for master lock Iron Mountain delivered a solution codes, leading to improvements in comprised of our Document customer service. Conversion Services and transfer An Academic Research Center customer challenge program that preserved the notebooks while One of the world’s premier centers for the maintaining easy access. We delivered a study of alcohol and substance abuse wanted solution that converted the lab notebooks for to safeguard the information contained in high availability and created additional offsite its laboratory notebooks — vital records copies for disaster recovery purposes. containing key research data — without benefits limiting its availability to the scientific With our help, the research center was able to community. preserve the content of notebooks via high- Iron mountain solution quality images, protect information integrity Knowing that it needed to ensure the ongoing during the imaging process through a tight recoverability and availability of these chain-of-custody and ensure the long-term documents, the research center looked to preservation of these important documents — Iron Mountain to provide a secure imaging all while assuming a lower overall risk profile. 20
- 21. A Hospital Based in the United States customer challenge benefits In order to address an urgent internal litigation By working with Iron Mountain, the hospital was issue, the chief privacy officer of a US-based able to avoid the penalties associated with the hospital needed to quickly image roughly failing to provide the necessary documents for this 1,800 patient files — each of which contained particular litigation request by obtaining the approximately 125 pages — in 10 business days. proper electronic records and delivering them ahead of schedule. Iron mountain solution Within eight days, the Iron Mountain team had not only assessed the client’s needs, but also completed the entire imaging process and placed all converted records onto four DVD sets — and delivered it all to the hospital before the deadline. A Major US Professional Sports League customer challenge records across the user base. In addition, the new A national sports organization was faced with release of Accutrac included an imaging integration the challenge of managing large volumes of that provided a unified interface from which to confidential paper and electronic contracts across manage paper and electronic records. multiple departments, while providing roughly 100 benefits employees with the ability to manage emails as By implementing the latest version of Accutrac, records from their desktops. the sports organization was able to better manage Iron mountain solution large volumes of contracts, regardless of format Iron Mountain proposed a solution where the sports or location, enabling it to more effectively address organization would upgrade to the latest version of compliance-driven requirements for legal holds and our Accutrac Software, which featured a new web helping it improve overall business processes. interface that streamlined the process of rolling out 21
- 22. An International Energy Company customer challenge imaging of all boxed records. This comprehensive In order to provide the information required for a solution allowed the company’s attorneys to review litigation event, an international energy company the scanned contents of the boxes — some 12 million needed a streamlined way to access, review and images in all — at our facility and determine which isolate pertinent content on records contained within were most relevant to the case. more than 8,000 storage boxes. benefits Iron mountain solution By partnering with Iron Mountain, the energy To help the energy company navigate this massive company was able to simplify a considerable legal catalogue of information, we employed a process discovery task — and eliminate the financial and based on the Iron Mountain Litigation Support brand liability associated with any delays in providing Solution that addressed the staging, review and information required for the matter. A Global Technology Leader customer challenge than 30,000 records and the development With its contracts and agreements created and of a workflow for scanning and indexing 2,500 stored in 20-plus locations worldwide using new records per week. In addition, we provided cumbersome manual processes, a global technology a robust image archive for easy search and firm needed a means of accessing contracts in a retrieval, and supplied offsite storage at one of timely manner to better support business initiatives, our secure facilities. compliance requirements and legal actions. benefits Iron mountain solution The Iron Mountain solution facilitates the timely Iron Mountain helped create an end-to-end solution destruction of paper and electronic records — in for capturing, managing and providing secure, keeping with the customer’s retention schedule — distributed access to contracts and agreements. enhancing compliance while reducing exposure to The solution included a one-time conversion of more discovery and litigation risks. 22
- 23. An International Consulting Firm customer challenge process that managed all Faced with reductions in the preparation, scanning, indexing space it used to store employee and quality-control functions. benefit records, an international benefits consulting firm wanted to create a By implementing a comprehensive, centralized digital archive of these secure document imaging and documents for greater overall storage solution, the firm was access and security. able to enhance the control and Iron mountain solution security of its vital records. Due to the sensitive nature of the files, the firm enlisted Iron Mountain to develop a workflow A US-based Energy Provider customer challenge help. We created a solution that collected and Due to a government inquiry, an energy converted these documents to an electronic provider operating within the US was required format, enabling the company to quickly tag to submit documentation pertaining to how the information related to testing procedures. recently each section of its transmission benefits network was tested. This comprehensive imaging solution Iron mountain solution helped the energy provider streamline Since complying with this directive required the administration of a vast array of the energy company to locate specific pieces records, improve the accessibility of critical of information distributed across 20 field information — and, most importantly, avoid offices and 1.25 million documents — many the nearly $4 million fine associated with of which were aging, in delicate condition or failing to provide the required documentation in folded, oversized blueprint formats — the in a timely manner. energy company turned to Iron Mountain for 23
- 24. Cut Costs at all Levels IDC estimates that And with the number of paper-based records still growing at a significant rate in the US alone, the costs associated with managing, locating, a 1,000-employee retrieving and storing documents do not look as though they will decline any time soon. organization will waste And yet, with so much vital corporate intellectual property residing on paper, companies are caught in a double bind between controlling costs between $2.5 and $3.5 and keeping the business moving forward. To address these challenges, organizations need to rethink how they manage paper. Instead of million simply searching storing it onsite, in inefficient, low-security filing systems, paper should be selectively converted to digital records and moved to an archive where the right people can safely and cost-effectively access it at the right time. for nonexistent Iron Mountain delivers document imaging and archiving solutions that information, failing to help companies trim the costs connected to managing paper documents, including those related to storage, accessibility, retrieval and destruction. find existing information By building comprehensive document conversion workflows, we are able to transform physical documents to digital records and store them or recreating in secure repositories following an organization’s specific access and retention guidelines. information that can’t We have a substantial history of providing these best practices-based imaging and storage solutions to customers across the globe. In each be found. 2 engagement, we implemented a cost-efficient program that helped to mitigate many of the financial liabilities and penalties businesses typically incur when searching for, reproducing or distributing physical records. 2 IDC. “The High Cost of Not Finding Information: An IDC White Paper.” July 2001. 24
- 25. “ he time I was spending securing the T documents I can now spend answering the audit questions.” — ason Lance, Tax Analyst, Parker Hannifin Corporation J Parker Hannifin Corporation — Accounting Department customer challenge Although the P-Card program streamlined pre- The accounting department of Parker Hannifin approved purchases, it lacked the visibility needed Corporation, the world’s leading manufacturer of to quickly validate receipts. Moreover, it created a motion and control technologies and systems, needed compliance bottleneck for routine state tax audits a way to cost-effectively manage hardcopy receipts by requiring temporary workers to visit the Iron from its purchasing card program, while eliminating Mountain storage facility to manually locate, copy and manually intensive, paper-based processes. submit backups of select receipts. Iron mountain solution These inefficiencies catalyzed efforts to find Iron Mountain implemented a comprehensive solution alternative solutions. Leveraging its long-standing based on our Digital Record Center for Images partnership with Iron Mountain, the company repository and Day-Forward Conversion and Image on replaced its existing, highly manual processes with an Demand services. automated, electronic solution. benefits As part of this solution, Iron Mountain images P-Card With these capabilities in place, Parker Hannifin’s receipts as they are submitted via our Day-Forward accounting department gained a centralized Conversion service, and uploads the electronic repository of digital images and eliminated the need versions to the Digital Record Center for Images — for contract labor — providing greater efficiencies and where they are centrally located for indexing, storing visibility, faster information access and lower costs. and auditing. For any existing physical records, Parker Hannifin takes advantage of the Iron Mountain Image on Demand solution, which allows the company to A worldwide leader providing precision-engineered create electronic versions of only those receipts solutions for a wide variety of mobile, industrial and necessary for each audit. aerospace markets, Parker Hannifin Corporation With its new electronic solution in place, the operates a global network of business units that accounting department was able to improve visibility serves customers in 54 countries across six across the P-Card program, eliminate the need to continents. In an effort to streamline the procurement contract with temporary employees during audits process across these locations, the company’s and cut audit-related costs by 60-70% — leading to an accounting department implemented a purchasing annual savings of more than $30,000. card (P-Card) program that enables over 3,000 employees to conveniently cover expenses, such as travel and office supplies. 25
- 26. “ ron Mountain is a sure bet for quality I improvement. Not only is it easier to access scanned patient records stored with Iron Mountain, but we’ve dramatically reduced patient wait time in the Emergency Department. ” — Cliff Miller, Vice President, Emergency Services Department, Wyckoff Heights Medical Center Wyckoff Heights Medical Center customer challenge After evaluating a number of potential options Wyckoff Heights Medical Center, a 350-bed teaching to address these challenges, Wyckoff chose Iron hospital located in New York City, was looking to Mountain for its stellar industry reputation in records enhance patient care via improved records access. management and its expertise in bringing cost- effective, custom solutions to healthcare providers. Iron mountain solution We responded with a solution that leverages our Iron Mountain helped the hospital transform paper- Document Conversion Service and Digital Record based emergency department files into electronic Center for Images. records and store them in a secure digital archive. Upon implementation, the hospital immediately began benefits scanning nine months of historical ED records, which By shortening the time required to access a particular we then uploaded to our secure Digital Record Center record, Wyckoff realized significant cost reductions and for Images. There, the digital ED records are available to improved patient care. Wyckoff staff members around the clock. With our records management solution in place, Patient care comes first at Wyckoff Heights Medical Wyckoff has experienced a significant reduction in Center. Yet, with a steady flow of patients coming into the time it takes to locate and access a particular ED the hospital’s Emergency Department (ED) and limited record — from hours down to just seconds. This has onsite filing space, secure storage of, and timely access helped the hospital dramatically reduce the costs to, patient records were difficult. As such, retrieving associated with the process, while enabling it to drive important documents often required significant better, more efficient patient care. personnel time and delayed patient care in the ED. 26
- 27. Noridian Administrative Services customer challenge help it meet the NARA regulations. Because we Noridian Administrative Services, a subsidiary of had already gone to great lengths to ensure our Noridian Mutual Insurance Company, needed to bring four Federal Records Centers adhered to these its record storage facilities in line with the US National guidelines, we knew the type of storage and safety Archives and Records Administration (NARA) 36 Code measures Noridian would need to adopt, and helped of Federal Regulations (CFR) Part 1234. the company quickly transfer its records to the appropriate facilities. Iron mountain solution Iron Mountain worked closely with Noridian to What’s more, we also helped Noridian establish understand what was needed to comply with 36 CFR information management best practices and Part 1234 and helped the company move existing operational workflow processes to ensure that federal records to compliant facilities. compliance would be maintained over time. And, we enabled Noridian to share this knowledge with the benefits Centers for Medicare and Medicaid Services (CMS), an Noridian saved $1.43 million by partnering with Iron organization the company works with on many reform Mountain to comply with 36 CFR Part 1234. and reconciliation efforts. “We started with 300,000 cubic feet of federal A provider of Medicare and Medicaid claims records that did not meet NARA’s standards for processing for government agencies, Noridian compliance,” recalls Ken Roseth, Assistant Vice Administrative Services distributes nearly $17 billion President of Facilities for Noridian. “It was an anxious in funds to over four million beneficiaries each year. phase, but as soon as we decided to work with Iron Because Noridian works so closely with the federal Mountain, we knew we could achieve compliance in a government, keeping its records storage policies timely and cost-effective manner.” in line with a multitude of regulations is a constant With the help of Iron Mountain’s facilities, solutions, concern. So when NARA issued 36 CFR Part 1234 — best practices and practical advice — and the which created security, environmental and fire efficiencies they afford — Noridian has been safety requirements for federal record storage able to achieve more than $1.4 million in total facilities — Noridian knew it had to bring its existing savings throughout the process. From improved processes in line with these guidelines ahead of the database cross-referencing services to streamlined October 2009 deadline. transportation options, the Iron Mountain solutions Since anything but complete compliance was not Noridian leverages all generate impressive cost an option, Noridian turned to Iron Mountain, its savings — much of which the company will continue to information management partner since 1996, to capture on an annual basis. Noridian Administrative Services saved $1.43 million by partnering with Iron Mountain to comply with 36 CFR Part 1234. 27
- 28. Exempla Healthcare customer challenge needed to gain buy-in at the highest level. After Exempla Healthcare, a network of hospitals serving evaluating several vendors, Exempla turned to Iron the Denver metro area, needed to drive patient care Mountain for its healthcare expertise and ability to improvements via better records access, while cutting deliver comprehensive information management costs wherever possible. solutions. Iron mountain solution We re-engineered Exempla’s record storage processes We worked with the team at Exempla Healthcare to to improve tracking, create stronger retention re-engineer their current information management policies and, ultimately, enhance patient care. Despite practices and aid in the paper-to-digital transition. a tight timeline, all records residing at third-party storage vendors and onsite locations were moved on benefits schedule to a dedicated records center, and remained By enhancing the methods by which it distributes accessible throughout the process. In addition to patient records, Exempla Healthcare realized a cost moving Exempla’s onsite files, we evaluated a large savings of 20 percent over existing processes. number of previously inaccessible boxed records for destruction, then relabeled, reordered and transferred these to the storage facility. Formed in 1998, Exempla Healthcare includes three hospitals and a staff of over 7,000 employees and By re-engineering its records storage workflows, 2,000 physicians that cares for more than 153,000 Exempla transformed information management into patients in its emergency departments each year. a smooth process that ensures higher quality care With such a high volume of new patients, Exempla at a lower cost. In fact, by outsourcing the entire needed an information management solution that process to Iron Mountain, Exempla was able to reduce could simultaneously improve access to patient its annual information management costs by 20 information and facilitate the transition to electronic percent. What’s more, the savings Exempla realized records. In addition, to gain administrative approval, from this program have freed up funding for strategic the solution also needed to reduce costs. initiatives, such as film digitization and document scanning, that are helping the hospital make the Though Exempla explored the idea of developing the transition from paper to digital medical records. solution in house, internal research quickly revealed that this method would not drive the cost efficiencies Outsourcing storage processes to Iron Mountain helped Exempla Healthcare reduce its annual information management costs by 20 percent. 28
- 29. “ ron Mountain is always responsive and I flexible in meeting the needs of our business units. They have helped us manage the costs and maximize the value of our records management processes.” — anager, Mail and Logistics Corporate Services, Enterprise Technology Solutions, International M Financial Institution An International Financial Institution customer challenge sending these documents to 15 separate storage One of Canada’s largest financial institutions needed centers for archiving — a process that took five days to manage all of its records on both the “money in” for a document to be filed, and three to four days to and “money out” sides of the business, and gain retrieve the document if it was needed again. quicker, more efficient access to these files. After performing a thorough analysis of this workflow, Iron mountain solution Iron Mountain overhauled the process to streamline The financial institution turned to Iron Mountain for it and build efficiencies. Now, materials are picked help with the full breadth of its active document and up by an internal courier each day, brought to one of business records management needs — from filing, four major service centers in Canada and then sent storage and retrieval to transporting, scanning and to our centralized Records Center in Toronto. The posting. documents are sorted, filed and made accessible to the bank via a fax response system. benefits Acting as a trusted advisor for records management, For example, if a branch wants to verify a customer Iron Mountain has helped the company consolidate deposit, we’ll retrieve the deposit slip and get it back records storage, dramatically streamline document to the bank within 15 minutes for an expedited request capture and retrieval and reduce costs. or within 24 hours for a regular request. By allowing Iron Mountain to store over five million active, paper-based files and handle over 98 percent With operations throughout Canada and the US, of document inquiries, the bank has experienced the financial institution operates in a transaction- significant reductions in the time it takes to respond intensive environment that generates large amounts to such requests, leading to better customer of paper each day. For example, every piece of paper service and a reduction in the costs associated with that a teller or ATM receives — such as checks, money the process. orders or bills — has to be stored, yet made easily available when needed. The company had been 29
- 30. A Uniform Services Firm customer challenge company used to digitize paper documents typically A leading provider of uniforms, apparel and related took three to four days from when the paperwork materials and services to businesses needed to was shipped to the processing center before the contain the out-of-control costs inherent in the information could be accessed. complex process it employed to scan and store Moreover, of the some two million documents the invoices, proof-of-delivery statements and other company scanned each month, only 11% ever needed paperwork. to be retrieved. To streamline its imaging workflows Iron mountain solution and wring costs from the process, the uniform We designed and implemented a solution that services firm enlisted the help of Iron Mountain. leveraged electronic documentation and online access We worked with the firm to first understand which via our Digital Archive system, paired with hardcopy types of documentation internal and external sources retrieval only when necessary. required most. After determining that proof-of- benefits delivery statements and settled invoices were the With faster document access, the company has saved most necessary, we developed a workflow that scans over $4 million, improved customer service and a specific paper document upon request, and uploads accelerated customer payments by reducing the time the electronic version to a digital archive for quick and for invoice delivery. easy retrieval. A few years after implementing this paper-to- digital solution, the uniform services firm realized With over 200 locations and customers across a significant savings of over $4 million, improved 19 countries, a uniform services firm employs an customer service and accelerated customer payments extensive route accounting system to image and store by reducing the time for invoice delivery. important paperwork, such as invoices and proof- of-delivery statements. However, the process the “ ron Mountain was very thorough in the way it approached I project management. This was a tremendous group of people who worked well together and really produced results for us.” — Director of Field Systems Implementation, Uniform Services Firm A 1,000-employee organization will waste between $2.5 and $3.5 million searching for, failing to find or recreating information that can’t be found. 30
- 31. A Products and Services Company customer challenge Specifically, we helped the company centralize With nearly 600 loan contracts generated, scanned all existing loan files at one of our Digital Record and filed each day, a products and services company Centers for Images, and built a workflow that specializing in heavy equipment was seeking a way manages the daily pickup, scanning and storage to more effectively contend with growing volumes of all new loan contracts. of information and eliminate many of the costs benefits associated with managing this process in house. The integrated solution we delivered helped the Iron mountain solution company drive down the costs connected to the Impressed by Iron Mountain’s expertise and internal staff members who previously managed collaborative approach to records management, the imaging and filing process — and free up the the company partnered with us to create an end-to- valuable real estate that was once taken up by over end solution that addressed its unique challenges. 100 filing cabinets. About Iron Mountain Document Management Solutions Iron Mountain Document Management Solutions help organizations create a comprehensive, fully integrated document management program that provides complete visibility and access to all business records — where and when they are needed. You can become more effective and efficient managing employee information, supplier agreements, contracts, customer relationships and more. Our enhanced access and control can speed business processes and decision-making, improve customer service and support compliance requirements. For more information on Iron Mountain Document Management Solutions, visit www.ironmountain.com/storeaccessmanage. 31
- 32. 745 Atlantic Avenue Boston, Massachusetts 02111 800 899 IRON ironmountain.com ABOUT IRON MOUNTAIN. Iron Mountain Incorporated (NYSE: IRM) provides information management services that help organizations lower the costs, risks and inefficiencies of managing their physical and digital data. Founded in 1951, Iron Mountain manages billions of information assets, including backup and archival data, electronic records, document imaging, business records, secure shredding, and more, for organizations around the world. Visit the company Web site at www.ironmountain.com for more information. © 2011 Iron Mountain Incorporated. All rights reserved. Iron Mountain, the design of the mountain, Accutrac, ActivFile, Digital Record Center and SafeKeeperPLUS are registered trademarks and Image on Demand is a trademark of Iron US-DMS-EXT-CS-030411-001 Mountain Incorporated in the U.S. and other countries. All other trademarks are the property of their respective owners.