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A large-scale, optical disk-based, operational image system for office-size documents has been implemented to support an insurance customer service application. Images stored on optical disk can be displayed on any of the more than 1400 workstations or printed on any of 22 printers. This system was the prototype for the IBM MVS/ESA™ ImagePlus™ product. Each day over 25 000 pages of incoming mail are scanned, stored, and delivered to users for processing. In addition, computer-generated data (soon expected to reach one million pages per day) are stored for display or print on image-stored overlay forms. The system is described in the context of any large-scale office document application. The discussion includes some of the business factors that created an environment for success and the business issues that led to the development of the system. The paper discusses the discoveries and lessons learned from use of two pilot systems. The authors conclude that the present level of technology makes this a good time to move forward with the installation of large-scale operational document image systems.
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