Why 'Paperless' Office Is Still A Way Off

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SAINT PAUL, Minn.-Paper remains pervasive at Affinity Plus FCU here, despite 10 years of electronic content management at the $2.3-billion CU, observed Keith Malbrue, COO.

About 70% of the credit union's documents are paper-based, he said. "It's common for members to take documents home to complete them, or for the member to complete a form in a branch after it has been printed. We want to be as flexible with the member as possible as we move them to a more paperless way to do business."

Affinity Plus has some solutions that may hasten the transition, he added. "We can require that the MSR completes the form and the member signs the form electronically for instant archival, versus printing out. We could create a kiosk area where member forms can be filled out with mobile devices, such as iPads with roaming MSRs. We can also focus on documents not yet electronically available," in particular, lending documents.

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