This problem highlighted by Cathy at Forrester demonstrates what can happen when the “internet” group(s) get ahead of the business strategy.

eStatement adoption in Canada has exploded during the past few years. Forty-seven percent of online Canadians now receive an online statement for their bank deposit accounts. But there’s a problem — 86% of eStatement adopters also continue to receive a paper statement via mail.

Source:  Canadians Move To estatements — But Still Cling To Paper

The internet group tends to be driven by understanding customers needs and aspirations, supported by technology capability. But the smart organisation will keep that aligned with the business strategy, and that includes the financial’s and the business case. The business case for eStatements has to be paper elimination.

In many cases within Canada, the internet groups are still fairly autonomous, which is how I would explain this phenomenon.