For quite some time I have been a strong advocate for larger organisations taking control, and responsibility, for their own scanning processes. I have nothing against outsourced scanning organisations, it’s just that organisations are entrusting what could be their most sensitive data to a third party, and not only that, they are relying on them to deliver it back to you as good accurate images and more often than not along with key associated data.
I now hear cries of “what’s wrong with that?” Well a number of things actually…
- Just who are the people carrying out the scanning? Who has access to these files
- What skills do they have in identifying key parts of a document?
- Compliance issues / complications
- Quality control
Let’s look at these one at a time.
So who is actually doing the scanning and indexing tasks? Well in-house you have control over this, basically you choose who to employ. However, when outsourced you have no idea who has access to these files, sometimes you don’t even know what information could be found in these files (if sent directly to an outsourced document capture organisation), let alone then what sensitive information is being read by who.
Let’s be honest, being a document scanner is not the most thrilling of jobs, so outsourcing companies will often employ “lower skilled staff” (please don’t take that the wrong way) and staff working on a project per project of very temporary basis. This brings me on to point 2…
What skills do your outsourcing company staff deliver? Have they any experience of scanning or indexing and if so, do they understand your business and what content to expect / look for in scanning documents?
Compliance is a big thing here and even I sometimes get a little lost with it in regards to outsourcing. For many markets, compliance means you have to know where all your data and content is stored at any point. Now if you are using an outsourcing company, does this mean you need to know what machines that content is being stored on? Where those machines are? With regards to cloud computing this is a big problem as organisations simply don’t know exactly what server is holding what information of theirs…so does the same apply when outsourcing your document capture. Worth taking some time to think about that one….
Quality control is a big bear of mine. In IT circles remember “shi* in, equals shi* out” and that’s so true with document capture. If your image quality is poor, or the accuracy of its accompanying data, then when trying to locate that content, you will find it rather hard, and your great document retrieval / ECM system will be almost pointless…
Ahhh, speed. This is often, along with cost, the big factor for organisations choosing to outsource document capture, but is it any quicker? In my experience the answer is no. I have worked on numerous projects which have used outsourcing companies for their document capture, only to find it has taken an unexpectedly long time to get the images into the retrieval system (based on the data received / postal date of content for example).
So get centralised
It’s cost effective for larger organisations to get their own centralised scanning environment. Not only will the business process of capturing this content be smoother, but also the quality of your images and accompanying data will be better. With greater investment in scanning software and the automation of data capture (OCR / ICR, Forms recognition, Auto-indexing etc) organisations will find it easier than ever before to reap the rewards and enjoy a quick ROI.
There is already currently a trend back towards centralised scanning. A recent AIIM industry watch article highlights this. Have a read here; http://www.aiim.org/research/document-scanning-and-capture.aspx, then ensure you take ownership of your own document capture requirements…
For a good place to start when thinking about document capture and scannign solutions, read one of my earlier posts on Document Capture success….