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Questions to ask a Document Imaging Provider

From AIIM (Association for Information & Image Management International)

Part 1 - 7/1/15 & Part 2 - 9/14/15

Questions to ask a document imaging provider - Part 1

Choosing a document imaging partner isn’t an easy task. Document conversions are often large, high-profile projects, which means the stakes are high and you want to be sure you get it right.

 

Another big challenge is knowing what to look for. Different imaging providers offer different services, so how do you know what’s really important?

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The following questions will help. Based on our experience with hundreds of imaging projects, these questions cover all the key aspects of document imaging outsourcing. By discussing these with a prospective partner, you’ll help ensure that they meet minimum standards of service and incorporate best practices into the process.

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Key questions - Part 1

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What exactly does the quote include? 
Many document imaging providers will offer a quote based on a per-image scanning fee. However, it is important to find out exactly what is included in that fee because not all quotes include the same set of services. Many organizations have learned this hard way!If the quote is presented as a "comprehensive" quote, it should at least include document preparation, indexing, quality control, and return of documents after the scan.

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Do the scanning staff understand RIM best practices? And my industry? 
Throughout a document scanning project, many decisions and judgment calls need to be made. For example, how will you apply classifications or metadata to scanned documents? What happens when a misfiled document is discovered during the scanning process? Will anyone even notice in the first place?As you can imagine, if the scanning staff have no knowledge of records management practices – or of your business – then the chances are that these issues won’t be handled properly. This can lead to delays and errors that ultimately hamper the overall success of the project. Knowledgeable and experienced staff are essential for managing project risk, ensuring compliance and delivering positive project outcomes.

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Can you ensure that the documents will meet end-user requirements? 
During the up-front planning process, a good provider will have a methodology for understanding how staff will actually search for and use scanned documents. This understanding should be carried through to the actual scanning process so that the imaging output matches these requirements.

 

How will you provide access to records during the scan? 
During most scanning projects, staff members will require access to documents in order to maintain normal business operations. Make sure the provider uses a tested methodology for providing document access throughout the project. Nothing adds to the stress of a scanning project like slow or intermittent document access. Continuity is key!

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How will you secure records during the scan?
Throughout the process, you need to know exactly where your documents will be stored and who will be handling them. Find out what steps the provider takes to safeguard the scanning facility. This should include security staff as well as monitoring systems.It’s also a good idea to ask whether all scanning staff are bound by confidentiality agreements and that the provider has conducted background checks. This extra bit of diligence is important for overall risk mitigation.

 

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As you can see, there is a lot to consider, and there is more! Next week we’ll explore additional questions to ensure that your imaging project is in good hands. Stay tuned!

Immediate Access
 
Desktop and Mobile Access
 
Tightened Security and Encryption
 
Access Audit Trail
 
Reduce Storage Space
 
Elminate Lost and Misfiled Documents
 
Wide Range of Searchable Index Values
 
Embedded Regulatory
 
Compliance
 
Compatible with Outsourced Services
 
benefits
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Questions to ask a document imaging provider - Part 2

Last month we explored some initial questions to ask a prospective document imaging provider. As we pointed out, you need to get some up-front clarity on the quote; find out who will be working on the project; and inquire about their methodologies for planning, document access and security.

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This week we’ll dive into more essential questions that will help ensure your partner delivers a successful imaging project.

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Key questions – Part 2

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What steps do you take to ensure a high quality scan?

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When it comes to scanned documents, the term "quality" includes many things. The first is the quality of the image itself – how clearly is it captured? Beyond that, you need to think about the quality and accuracy of any applied metadata and the care with which scanned documents are re-filed.

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With any prospective imaging partner, you should ask about the following quality assurance measures and standards:

 

  • Will human quality control be performed?

  • Does the QA process involve random sampling or will each scanned document be checked?

  • Do they provide an accuracy guarantee?

  • How long is the window for quality issues to be raised and addressed?

 

What equipment will you be using?

Equipment is another important factor when it comes to quality. The right equipment and software can make all the difference in obtaining a good quality image, ensuring that it is indexed accurately and that it is distributed correctly.

 

When discussing equipment with a provider, ensure that it is all commercial grade and capable of handling the size and format of documents in your collection. It should also automatically handle image enhancement, data identification and other advanced processing.

 

What happens to records after the scan?

As well as providing document access during the scan, the partner should be prepared to deliver documents where needed once they have been scanned.

 

In many projects however, the scanned documents won't all be delivered to the same location (such as an active / inactive storage, or to a document destruction partner). In these cases, it is especially important that the provider is prepared to manage scanned documents closely so that they are tracked and delivered where needed.

 

Can you help us with our ongoing scanning needs?

Few scanning projects are one-time exercises. In most cases, ongoing scanning will be required for newly created documents. This is known as "day-forward" scanning.

 

It is a good idea to find out how the partner can support you in that effort. For example, can they help you establish the process for day-forward scanning? Can they create a dedicated scanning station for ongoing scanning?

 

If the provider is unable to support you with day-forward scanning, it adds another layer of complexity to the overall program. It means having to bring another company up-to-speed on your organization, your records management program and your scanning needs. Obviously this is not ideal, so it is best to find a provider who can support your initial and ongoing imaging needs.

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As these last two blog posts show, there is a lot to consider when selecting an imaging provider. However, with so much riding on the outcome of your scanning project, the extra diligence is certainly worth it

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