GARTNER公司BPR项目完整资料12

StateofArizona

DepartmentofRevenue

BRITSPhaseI

TechnologyTrendsReportJune21,2000TableofContentsTableofContentsSectionI.

e-Businessvs.e-GovernmentBusinessvs.Government“Whycan’tagovernmentbemorelikeabusiness?”AnonymousGoalsofBusinessvs.GovernmentGoalofBusiness:AsanEnterprise:PrimaryGoal:ToBeProfitable(EfficientandEffective)Example:Manufacturing,Retail,Banking,Utilities,Airports,Harbors,etc.

GoalofGovernment:AsanEnterprise

(GovernmentProcessesThatAreSimilartoBusinessProcesses):PrimaryGoal:ToBeEfficientandEffectiveExample:Utilities,Airports,Harbors,FeeforServiceEnterprises,etc.

AsaServiceandInformationProvider

(GovernmentProcessesThatAreUniqueToGovernment):PrimaryGoal:ToBeFairandEquitableExample:Welfare,EnvironmentalProtection,LicensingCustomersCompetitorsIndustryNetworksDistributionChannelsProduct

&ServiceCreationFulfillment&(ERP)Admin&OperationsMarketing,Sales&ServiceLegallyDefinedEnterpriseSuppliersBusinessPartners

TheBusinessModelCustomersOtherGovernmentsIndustryNetworksDistributionChannelsServiceCreationServiceDeliveryAdmin&GovernanceEnterpriseSystemsLegallyDefinedGov’tVendorsBusinessPartnersTheGovernmentModelProcurementsPartnershipAgreementsPolitical&LegislativeGovernmentvs.Business“Whycan’tagovernmentbemorelikeabusiness?”AnonymousViveladifference!Itsomewaysitcanandshould,butithasadifferentpurposeandshouldoperatedifferentlythanbusiness.CustomersCompetitorsIndustryNetworksDistributionChannelsProduct

&ServiceCreationLogistics&Fulfill-mentAdmin&OperationsMarketing,Sales&ServiceLegallyDefinedEnterpriseSuppliersBusinessPartnersSupplyChainManagement(SCM)CustomerRelationshipManagement(CRM)E-CommerceBackOffice(EC)E-CommerceFrontOffice(EC)

Whatise-Business?E-business=EC+SCM+CRM+BI+KM+CTBI,KMandCTforExternalInfoBI=BusinessIntelligence,KM=KnowledgeManagement,CT=CollaborationTechnologiesCustomersOtherGovernmentsIndustryNetworksDistributionChannelsServiceCreationServiceDeliveryAdmin&GovernanceEnterpriseSystemsLegallyDefinedGov’tVendorsBusinessPartnersProcurements(P)CustomerRelationshipManagement(CRM)E-CommerceBackOfficeE-CommerceFrontOffice

Whatise-Government?E-Gov=EC+CRM+BP+P+ES+PLABPforExternalInfoBP=BestPractices,ES=EnterpriseSystems,PLA=Political,Legislative&AdminProcurementsPartnershipAgreementsPolitical&LegislativeBestPracticesWhatistheDifferenceBetweene-Businessand

e-Government?ForGovernmentasaBusiness,e-Govande-Busarenearlyidentical.Bothareconcernedwith:BusinessIntelligenceSupplyChainManagementEnterpriseResourcePlanningForGovernmentasaServiceandInformationProvider,e-Govande-Busdifferinthesecomponents:Business GovernmentBusinessIntelligence BestPracticesSupplyChainManagement Procurements EnterpriseResourcePlanning EnterpriseSystemsN/A Political,Legal&Admin.ProcessesDefinitionofE-BusinessThetransformationofinternalandexternalbusinessprocessestowardcustomer-centricitybaseduponservicedeliveryopportunitiesofferedbynewcommunicationstechnologies(suchasWeb-basedtechnologies)forimproved:ProfitabilityDefinitionofE-GovernmentThetransformationofinternalandexternalbusinessprocessestowardcustomer-centricitybaseduponservicedeliveryopportunitiesofferedbynewcommunicationstechnologies(suchasWeb-basedtechnologies)forimproved:EfficiencyFairnessandEquitabilityDefinitionofE-CommerceTheuseofcommunicationstechnologies(suchastheWeb)fortheconductofbusinessandservicedeliverytransactionsNote:NotransformationofbusinessprocessesPublic Business Visitors EmployeesTaxes Taxes Tourism BenefitsRegulations Contracts Relocation RecordsLicensing SupplierOfferings RecreationInfo JobOpportunitiesPermits Orders Maps EventsSocialServices Surveys TravelOpportunities NoticesVoting RFPPostings Hotels&AutoRent PersonalizedIntranet Healthcare Specifications RealEstate Policies PayViolations Qualifications Laws EthicsEducation Payments Directory SurveysSearchLaws YellowPages StrategiesArts TravelInfo

Governments

SharedServices FundTransfers Highway LawEnforcement Education Revenue NationalGuard CivilDefense Airports

E-MG2G

G2C

G2BE-GovernmentVisionSectionII.TechnologyTrendsA.CustomerServiceB.DocumentManagementC.PaymentD.DecisionSupportE.SecurityF.Communications-OrientedTechnologiesA.CustomerService-CurrentandTargetCurrentState:SupportedbyAntiquatedTechnologyMultiple,undifferentiatedapplicationsusedbyvariouspartsoftheorganizationNocontributionintocentralizeddatarepositoryCallcenteragentsconfrontedwithathicketofmainframescreensoftenrequiringlaboriousstepstodosimpletasksFutureIdeal:WorldClassCustomerServiceHavingtherightinformationattherighttime,attherightplace,deliveredquickly,withaminimalnumberofkeystrokesDrivenby:CustomersfindingnewandexcitingwaystodemandserviceEnterprisescontinuingtoraisethebarofexcellenceincustomerserviceCustomerService-DeliveryModelsOldServiceDeliveryModelNewServiceDeliveryModel

CitizenBusinessVisitorEmployeesGovernmentAgencyGovernmentAgencyInformationSystemInformationSystem

CitizenBusinessVisitorEmployeesWebInterfaceInformationSystemInformationSystemGovernmentAgencyGovernmentAgencyTechnologyTrends-CustomerServiceCustomerRelationshipManagement(CRM)CustomerServiceandSupportApplications(CSS)E-ServiceSuitesE-mailResponseManagementSystems(ERMS)VideoKiosksComputerTelephonyContactCentersCitizenFacingWebPortalsCustomerRelationshipManagement(CRM)CRMisabusinessstrategy,notanapplicationCRMaimstounderstandandanticipatetheneedsofanenterprise’spresentandpotentialcustomersTorealizeCRM,enterprisesmustfosterbehaviorsandimplementprocessesandtechnologiesthatsupportcoordinatedcustomerinteractionsthroughoutallchannelsTechnologically,CRMinvolves:CapturingcustomerdataacrosstheenterpriseConsolidatingallinternallyandexternallyacquiredcustomer-relateddatainacentraldatabaseAnalyzingtheconsolidateddataDistributingtheresultsoftheanalysistovariouscustomertouchpointsUsingthisinformationwhendealingwithcustomersviaanytouchpointCustomerRelationshipManagement(CRM)Variousenablingtechnologies,includingfrontofficesuitesandtheWeb,arerequiredtoexecuteCRMasabusinessstrategy3majorprocessareas:SalesForceAutomation(SFA)TechnologyEnabledMarketing(TEM)CustomerServiceandSupport(CSS)CustomerServiceandSupport(CSS)AppsSetofapplicationsProvidesintegratedcustomerservicefunctionality4keyareasCallmanagement(corefunction)UsedtologallincomingcallsandtransactionsandtomanagethetransactionfrominitiationthroughclosureProblemresolution,RMA,serviceactivitymanagement,escalation,troubleticketingFieldserviceanddispatchInternet-basedcustomerservice(e-service)ContactcenterCustomerServiceandSupport(CSS)AppsIssuesCSSvendorsmissedthemovetowarde-businessNovendorisfunctionallystronginall4keyareasCustomerServiceandSupport(CSS)AppsFutureTrendsBy2001,leaderswillemergeIncreasingconfigurabilityFlexiblearchitecturetofacilitateintegrationwithtelephonycomponents,legacysystems,andotherapplicationsServingasahubtoprovideunifiedcustomersupportE-ServiceSuitesInternet-basedcustomerservicesuiteApplicationsandtoolsthatempowercustomersforself-serviceandinteractionswiththeenterpriseViatheWeb,Internet,intranetorextranetShouldbeintegratedwithfront-endservicingapplications,back-endsystemsanddatabases,andthecontactcenterEssentialfunctionalcomponentsinclude:Trackingandescalationsoftware,integratedwiththefront-endCSSservicingapplicationProblem-enabledknowledgemanagementsoftwaretoallowcustomerstoresearchinquiriesE-mailresponsemanagementsystemUniversalqueuemanagementsystemCollaborativechatE-ServiceSuitesIssueNocompletee-servicesolutioniscurrentlyavailableTraditionalCSSvendorsmissedthee-businessshiftMoreflexible,stand-alonee-servicevendorstookadvantage,buteachhasitsweaknessesFutureTrendsHeavyinvestmentbybigCSSvendors(Siebel,Oracle,Clarify,andothers)willprovideeffectiveintegratedsuitesbytheendof2001Willincludeasinglesource(centraldatarepositoryorknowledgebase)forallcustomerresponsesregardlessofthechannelorapplicationaccessedCustomizationandpersonalizationlayer(e.g.,MyYahoo)EmailResponseManagementSystems(ERMS)ERMSApplicationusedtoaddressincominge-mailsandWebformsIncludesthesebasiccapabilities:ResponsemanagementManagingandtrackinge-mailfromarrivalthroughresponse(automatedreceipt,acknowledgement,routing,queuingandresponse)ContentmanagementApplyingcontentanalysistechniques(automatingtheproblem-identificationprocessandthepreparationoftheresponse)E-mailisasignificantcommunicationschannelBy2001,enterpriseswillreceive25%ofallcustomercontactsandinquiriesviaInternete-mailsandWebformsMorethan90%ofenterprisesarenotrespondingtoe-mailsonatimelybasisortocustomers'satisfactionEmailResponseManagementSystems(ERMS)PotentialModelEmailResponseManagementSystems(ERMS)FutureTrendsERMSsolutionshavethepotentialtoreducee-mailhandlingtimeby30%to60%overcompletelymanualmethodsEnterprisesareinvestingine-mailsolutionsManyappreciatetheimportanceoftakingamorestrategicviewoftheproblemandarelookingformorecompleteservicingsuitesThevendorofferingsforERMSarechangingByyear-end2001,therewilllikelybefewstand-alonee-mailprovidersbecauseenterpriseswillprefercompletee-servicesuitesByearly2002,25%ofthefront-office(CSS)vendorswillprovidesuitesthatintegrateInternetcomputingseamlesslyEmailResponseManagementSystems(ERMS)IssuesMostcurrentERMSproductsarestand-alone,andnotintegratedwithcompleteservicingsuitesWorkforcemanagementsolutionsthatpredicte-mailarrivalratesandscheduleWebCSRsareintheirinfancyWellbehindtheaccuracyoftoday'scall-basedproductsVideoKiosksInteractivetwo-way-videokiosksLivecommunicationwithenterprisepersonnelHardwarecomponentsinclude:Kioskcabinet,touchscreenmonitor,printers,carddispenser/reader,networkinterfacecardandkeyboardMultimediavideocomponentsinclude:Camera,microphoneandtelephonehandsetRequiresvideoconferencinginvestmentattheenterpriseEitherstandalonedevicessupportingaudioandvideocapabilitiesordesktopvideoconferencingunitsCostbetween$20,000and$60,000VideoKiosksFutureTrendsNon-cash-dispensingself-servicekiosksupportinginteractivesessionswithproductexpertsand/orvideoconferencingtechnologyBy2001,25%oflargebanksandabout12%ofmid-tierbanksplantoofferthesecapabilitiesSomeoftheseinteractivesessionsmaynotbeviavideo,assomekiosksmayonlysupportaudioBankstypicallyhavereportedaggressivekioskdeploymentplansthathavenotbeencarriedoutAsoflate1999,about5%oflargebanksandlessthan2%ofmid-tierbankshavethesecapabilitiesVideoKiosksIssuesTechnologybarriersAgentslinkedtovideokiosksneedtobeequippedwithpowerfulPCsand56-Kbpsmodemorbetter(ideallybetter)forvideoconferencinginstallationAdditionalfactorssuchasclarity,synchronizationandeaseofuseConsiderationofaseparatecommunicationslineforvideotraffictoensurethatvideotrafficdoesnotinterferewithdatatraffic(transaction)BusinessbarrierDifficulttojustifyvideowithotherpressingcallcenterinvestmentconcernsComputerTelephonyAddingcomputerintelligencetothephonecallEncompasses6broadelementsMessagingVoice,faxande-mail,faxservers,pagingReal-timeconnectivityInboundandoutboundcallhandling,predictivedialingTransactionprocessingandinformationaccessIVR,customeraccesstoenterprisedata,faxondemandAddingintelligencetophonecallsScreenpopsofcustomerrecords,automatedcalldistribution,skills-basedcallrouting,smartagentsCoretechnologiesVoicerecognition,text-to-speech,digitalsignalsNewcorestandardsMicrosoftTAPI,etc.Source:Newton’sTelecomDictionaryComputerTelephonyFutureTrendsNewphonesystemswillbebuiltwithnewfeaturesbasedonopenstandards,openhardware,andopensoftwareCTI(ComputerTelephoneIntegration)wastheexclusivepreserveofproprietarysystems,withsubstantial,costlyintegrationeffortsAdvancedIVRsystemswillprovideabroaderrangeofcallcenterfunctionswithgreaterflexibilityCustomersplacinginboundcallswillbeabletoinput,extractormanipulatethedatawithininternaldatabasesACDandrelatedskills-basedroutingapplicationsarematureConvergenceblursdividebetweencomputingandtelephonySystemintegratorsarebecomingthekeyprovidersComputerTelephonyIssuesCTIproductsarebeingofferedbyCTIvendors,ACDvendors,IVRvendors,CSSvendors,outdialingvendors,etc.SomeCSSvendorsareofferingCTImodules,butthesemaybeverylimited,providingasmallamountofthefunctionalityrequiredforevenbasicCTI(screenpops)WorkbalancingnotyetwellunderstoodbyvendorsDifferentlivecontactchannelsIntegrationofreal-timelivecontactswithtime-delayedasynchronouscontactssuchase-mailContactCentersFromCallCentertoContactCenterTraditionalcallcentershandlevoice-onlycustomercontactAcontactcenterincludesalltypesofchannelsofcustomercontactincludingVoice(telephone,IVR,speechrecognitionandvoiceverification)Internet(e-mailandchat)WebFaxVideokiosksMailThisisbothaninboundandoutboundenvironmentLogicallyconsolidated,physicallydistributedsettingContactCentersPotentialModel:UniversalManagementQueueContactCentersThinkstrategically,implementtacticallyIntegrationiskeyworkflow,back-endapps,telephonyCitizenFacingWebPortalsApproachestoelectrifyinggovernmentDoitallyourselfContract-outspecificfunctionsFormseveral“partnerships”Formatrue,mutuallybeneficial,state-wide,singlepublic/privatepartnershipDesiredoutcomesSinglepointofentrytothelabyrinthof“government”-simplifyaccessCommonandconsistent“lookandfeel”FocusoninteractionsOutsourcetheoperationsbutcontrolpolicyandcontentCitizenFacingWebPortalsPublic/PrivateModelSelf-fundingthroughfeesforvalueaddedservices/enhancedaccessMajorityofinformationfree(95%+)StateContract-PortalManagerConsistentwithopenrecordsactGovernedbyaboardofdirectorsModelinOperationTheInformationNetworkofKansasNebraskaOn-LineTheAccessIndianaInformationNetworkTheInformationNetworkofArkansasTheVirginiaInformationProvidersNetworkTheInformationNetworkofMaineTheUtahInformationNetworkCitizenFacingWebPortalsHowItCanWorkUmbrellacontractwithgoverningbodyIndividualinteragencyagreementsPortalManagerbuildsfeebasedinteractiveservices:*Driverlicenses *Vehiclerecords*UCCfilings *Corporationfilings*Realestaterecords *Lobbyistservices*Businesspermits *Courtrecords*Countyrecords *CityrecordsPortalManagerenhances/expandsfreeinformationservicesPortalManagerbillsusers,collectspaymentsProvidesrevenuetothestateorstateagenciesbasedonrevenueagreementImplementsappropriateconfidentialityandsecurityproceduresCitizenFacingWebPortalsIssuesAgencyparticipation/integrationintoenterprisewideportalManagingandcoordinatingagencyandvendorrelationshipsDatauseanddataaccessissuesRegulatingprofitv.servicemotiveofPortalManagerAuthorityforGoverningBoardtosetfeesOutsourceabilityofStatetodevelopexpertiseinInternetrelatedtechnologiesEaseoftransitionupontermination/expirationofcontractCustomerService-SummaryTechnologiesareatdifferentstagesoftheHypeCycleTechnologyTrendsA.CustomerServiceB.DocumentManagementC.PaymentD.DecisionSupportE.SecurityF.Communications-OrientedTechnologiesB.DocumentManagementWhatisDocumentManagement?Softwareandhardwaretechnologiesthatallowpaperdocumentstobeconvertedtoelectronicformandthenstored,retrieved,routed,processed,andprintedThreebasicobjectivesEliminatepaper-basedprocesseswhereverfeasibleReplacemanycurrentpaper-basedprocessesentirely,byautomatingbusinessprocessessuchasdocumentlogging,filing,archiving,andretrieving;documentcopyingandreportproduction;anddocumentroutingStreamlinepaper-basedprocessesProvideopportunitiestoimproveefficiencywhenitisnotfeasibletoeliminatepaper-basedprocessesduetotechnical,business,orfinancialfactorsEnablebusinesstransactionsovertheInternetSubmit,search,retrieve,andviewdocumentimagesovercomputernetworks,includingtheInternetDocumentManagementCommondocumentmanagementtermsIDM-IntegratedDocumentManagementMayincludeimaging,OCR,onlineandofflinestorage/archiving,workflowIDARS-IntegratedDocumentArchivingandRetrievalSystemsConsolidatedstorage,access,management,andviewing/reportingofprint-streamdataWidelyusedforWebpublishingandbillpresentmentSimilartoEnterpriseReportManagement(ERM)IDOM-IntegratedDocumentandOutputManagementIncludesIDM+IDARSIEFM-IntegratedElectronicFormManagementDesigningandcreatinge-forms,populatinge-formswithdata,interfacinge-formdatafieldstoback-enddatabase,andinterfacinge-formdocumentstoworkflowsystemsDocumentManagementAreasoffocusDocumentimagingWorkflowOveralldocumentmanagementtrendsDocumentImagingWhatisDocumentImaging?Imagingisthecapturingofinformationonapaperdocumentinelectronic(digital)formDocumentimagesarestoredasbitmappedgraphics,andasmallamountoftextmaybeassociatedwiththedocumentinordertoindexitThemeaningofthedocumentcontentisknownonlytothehumanviewer,notthecomputerLikemicrofilm,signaturesandotheroriginalmarkingsremainintactTheonlinestorage,retrievalandmanagementofelectronicimagesofdocumentsthatcanbesharedbyallusersonanetworkDocumentImagingOpticalCharacterRecognition(OCR)Duringthescanningprocess,imagesmayalsoundergoanOCRprocess,which:Attemptstoidentifyformtype,fieldlocations,symbols,codes,numbers,characters,words,etc.PlacesthisinformationeitherastextorasstructuredfieldsinadatabaseInsituationsweretherecognitionengineisuncertainaboutaparticularcharacterorword,theinformationcanbefurthercorrectedbyahumanAhighdegreeofOCR/ICRtuningispossible,basedonexpectedinputinformation—themorestructuredandlimitedtheinformationontheform,themorelikelyOCR/ICRenginecanrecognizeitDocumentImagingDocumentImagingImagingtrendsImagingapplicationdevelopmentwillmoveawayfromstandaloneapplicationsandtowardworkflowandretrievalenginesthathaveenterprise-wideappealandoperateinaclient-serverenvironmentContinuedexpansionofdesktopsystemswithimagingcapabilityOpenDocumentManagementAPI(ODMA)isadecliningstandardduetotheinevitableWeb-basedmomentumStandardizesthewaydesktopapplications(spreadsheetsandwordprocessing)integratewithdocumentmanagementsystemsDocumentImagingImagingarchitecturetrendsThenewimagingarchitectureisablendofdocumentcapturetools,datacapture,andtransformationcomponentsEnterprisesusingthisarchitecturewillbeabletoselectthebest-of-breeddocument/datacaptureandtransformationtoolsandcombinethemwiththebest-of-breedorexistingrepositories,storagesystemsandviewingsystemsTheintegrationofdocumentcaptureanddatacaptureintothedocument/datacaptureandtransformationmarketwillbecompletebyyear-end2001(0.8probability)VendorssuchasUnisysprovidetailoreddataentryandcapturecapabilitiesdesignedtoaccommodatethetrendtowardusingcheckboxesontaxformsSimplifiestaxformsfortaxpayersEnsuresmorerapidturnaroundsforrefundsandpaymentsWorkflowWhatisWorkflow?Movinginformationfromdesktoptodesktoptoavoidtheneedtore-keydataDocumentroutingcanbecontrolledbythecomputerWorkflowproductsautomatebusinessprocesses,includingallofthecomponenttasksandroutesthatdocumentstakeWorkflowsystemsprovideanaudittrail,andcanhelporganizationsidentifytheinefficienciesandredundanciesinbusiness-criticalprocessesThreebasicobjectivesIncreasedproductivityImprovedcustomerserviceTighterqualitycontrols

Informationcenteredvs.ProcesscenteredWorkflowWorkflowtrendsWorkflowwillexpandandbecometheenginethatmovesinformationthroughthee-businessworldWorkflowsupportwillbedevelopedforusersandprocessbeyondorganizationalwallsStandardsdefinitionsinworkflowproductswillbeInternet-centricXMLwillbecriticalWorkflowwillnolongerwillbeexclusivelycoupledwithdocumentmanagementsystems“Document-less”data-drivenmodelsforworkflowwillflourishDocumentManagementTrendsElevationofdocumentmanagementThedemandforIntegratedDocumentManagement(IDM)-enabledapplicationsandthesupplyoffunctionallyrichworkgroupsystemsandWebserverplatformswillelevatedocumentmanagementfunctionalitytocore-LAN-infrastructurestatusThreemajorinterfaceswillemergeastheprimarydeliveryvehicleforIDMfunctionality:WebbrowsersIDM-readydesktopsApplication-specificinterfacesBy2002,30%ofalldocumentmanagementfunctionalitywillbedeliveredthrougheitheraWebbrowserandanapplication-specificinterface(0.7probability)Byyear-end2002,vendorswillceasetodevelopanddelivervendor-specificIDMclient/serverinterfaces(0.7probability)DocumentManagementTrendsWebServerDesktopWebBrowserPresentationIDMReadyDesktopPresentationApplicationSpecificPresentationBusinessRulesDataAccessHTTPServerIDMClientAPILibraryServices/Workflow/CompoundDocumentsBusinessRulesandDataAccessDocumentManagementServicesDocumentManagementTrendsChangingindustrystandardsWeb-basedimplementationwillmakecurrentindustrystandardsirrelevantandreplacethemwithWeb-basedcorollariesdefinedinXMLWebDistributedAuthoringandVersioning(WebDAV)SimpleWorkflowAccessProtocol(SWAP)WebDistributedAuthoringandVersioning(WebDAV)By2002,60%oftheauthoringsoftwareanddocumentmanagementvendorswillsupportWebDAVandonly10%willcontinuetosupportODMA(0.7probability).MicrosoftdecidedtoonlysupportWebDAVinOffice2000ThemovetoWebDAVwillstrengthenthepushforuserstoimplementaWeb-basedarchitecturetosupporttheirIDMneedsDocumentManagementTrendsDocumentManagementandGovernmentSomeagenciesareseekingenterprise-levelsolutionstoworkinconjunctionwithenterpriseresourceplanning(ERP)solutions.TheSacramentoCountyDepartmentofFinance(CA)hasselectedtoworkwithitsSAPR/3systemisworkingwithMaricopaCounty(AZ)toputitsCountyRecorder’sOfficedocumentsonline,allowingpublicaccessovertheWebandincreasingworkerproductivityTheEssexCountyRegisterofDeeds(MA)hasselectedaUnisysdocumentimagingandmanagementsolution,PrimStorNAS2000,tostoreandmanagedeedsandlandrecorddocumentsandtomakethemavailableovertheinternetTechnologyTrendsA.CustomerServiceB.DocumentManagementC.PaymentD.DecisionSupportE.SecurityF.Communications-OrientedTechnologiesC.PaymentandBilling-OverviewTrendsandmodelsTypesofpaymentsCreditCardPaymentsDebitCardPaymentsCheckPaymentsCashPaymentsPaymentandBilling-PaymentFacts&TrendsCurrentestimatesarethatU.S.banksincuratleast$4billioninannualcostsprocessingpaperchecksCosttoaveragelargebankofprocessingane-paymentis15cents,or24%ofthecostofapaperpayment(GGsurvey)Acrossindustry,billersanticipatethatthevolumeofpaymentstheywillreceiveelectronicallywillskyrocketElectronicBillingandPaymentIncreasingtrendofelectronicbilling56%ofhigh-volumebillersplannedtoofferbillselectronicallytocustomersbytheendof1999Realistically,40%ormorereachedthatgoalIncludesbillspresentedthroughcompanywebsites,throughthirdparties,atbankwebsites,throughIVRchannels,andtobusinesscustomersthroughEDIModel:Billpaymentprocessors(4categories)PaypresentedbillsbutnoremittanceprocessingProcessorscangenerateACH,creditcardorotherpaymenttypesfrominsideabillpresentmentapplication,butane-billingapplicationstillneedstocombinepaymentandremittancedataforA/RprocessingElectronicBillingandPaymentModel:Billpaymentprocessors(4categories)(cont’d)Prepare,payandremitpresentedbillsProcessorsmanagebillpresentment,paymentinitiationandremittancefilespassedbacktolegacyaccountingsystemsPayanybillviaabankProcessorscanpayanybill,throughthemailorelectronicallypresented,aslongasthepaymentinstructionisoriginatedbyabankwithdirectaccesstotheconsumer'saccountPayanybillviaanyoneProcessorscanpayanybillfromanyconsumeraccesspoint,butmusttakecalculatedriskifitlacksaccesstoconsumeraccountsorhasnosponsoringbanktoguaranteepaymentCreditCardPaymentCreditcardfactsDominantInternetpaymentmethod(90%retailtransactions)Advantagesinclude:Customersbuynow,paylater(unlikedebittransactions)LimitedcustomerliabilityincasesoffraudReluctancetoenteracreditcardnumberonlineovercomeCreditCardPaymentModel:OutsourcedcreditcardpaymentprocessorOfficialPaymentsCorp.Consumerspaytaxesandfeesusingacreditcard,overtelephone(IVR)orInternetGovernmentagencyreceivesservicesforfree,buttypicallymarketstheserviceinmailingsConsumerschargedaconveniencefee,typically2.5