The uptake and application of workflow management systems in the UK financial services sector

Workflow management systems (WFMSs) are an important new technology, which are likelyto have a significant impact on the way in which clerical and administrative operations areorganised and executed. This paper seeks to investigate how WFMSs are being exploitedand utilised commercially by UK-based organisations operating in the financial servicessector. In-depth interviews were conducted with fourteen project managers to explore thedevelopment, application and commercial implications of this powerful, yet flexible,technology. The results indicate that workflow technology has the potential to facilitatesignificant changes to the way in which an organisation conducts its business, through theautomation of a wide range of document-intensive operations. Furthermore, when applied ina well-focussed manner it has the potential to realise significant increases in anorganisation’s flexibility, and productivity, as well as delivering major improvements to thequality, speed and consistency of customer service.