Keeping pace with business today means organizing and managing information effectively and efficiently. One of the best ways is through document imaging. Imaging makes your data available electronically, in a centrally searchable system, and provides you with valuable business insights. Organizations that are jumping on the bandwagon for the first time - or which have had experiences with less-than-ideal imaging projects - may be unsure whether to adopt imaging in-house, or to hire outsourced services.
As you evaluate your business needs, consider several basic factors:
- the cost of the solution;
- the image and indexing quality required;
- whether your files are primarily historical or active;
- your level of trust in the outsourcing service provider and your in-house staff; and
- the importance of demonstrating compliance with regulations.
- Since the capabilities inherent in any software, hardware, or outsourcing solution vary considerably, clarifying your needs and expectations in each area is vital.
Three basic options for document imaging (and a thousand variations)
Companies that have a knowledgeable IT staff and a project leader with a clear vision often choose internal resources for their document imaging. Others with overburdened workers, significant archived files, or restrictive budgets may choose outsourcing. A third option can be a good alternative for organizations that want to keep their imaging projects in house, but lack the necessary human resources: in-sourcing scanning and indexing services. In this scenario, a company invests in purchasing document imaging software and scanning equipment to address long-term needs, bringing in personnel to scan and index back files or handle high-volume projects. Since in-sourced staff is temporary, this provides a convenient answer to the question of what to do with added staff after files are scanned and volumes drop off to reflect comparatively minimal daily needs.
Sometimes the best solution involves all three: in-house imaging for active files, outsourcing for back files, and in-sourced services for huge projects (or to relieve overburdened staff). The variations are many. The key is to be candid about your needs and expectations, as well as the time and resources your staff will be able to commit to the project.
Advantages of outsourcing
Two reasons companies choose outsourcing are cost of ownership and the avoidance of complicated human resources issues. Although robust imaging solutions today are reasonable and produce a quick return, companies still must evaluate vendors and have a solid understanding of technology to make informed decisions about infrastructure needs. By tapping into vendors who already have the software, decisions about infrastructure, software configuration, and setup are in the hands of the outsourcing company. Outsourcing firms usually have solid, practiced, and swift setup routines, and can start the scanning process quickly.
Challenges with outsourcing
Despite the advantages, there can be challenges, and some important questions need to be answered when a company considers outsourcing. Left unanswered, they can cause serious problems. Most of the challenges with outsourcing, especially if the firm is far away or overseas, result from uncertainty about trust or concerns about security. This is especially true if the company can index documents directly into your network. If your IT staff does not monitor network activity, you may be an unknowing victim of a security breach. If demonstrating regulatory compliance is a concern for your business, then outsourcing has to be managed closely - preferably by someone on your staff with solid IT skills.
Training the outsourcing company on your indexing procedures and entrusting them to ensure high quality images and consistent imaging can be difficult. Companies that take pride in providing superior products and services should have quality control procedures in place to ensure that you receive what you expect. Nevertheless, you cannot guarantee that the outsourcing company's staff will consistently care about the image quality and information accessibility as much as you will. Establishing a check-and-balance system is wise.
Another problem commonly encountered with imaging off site is the inability to scan documents on demand to keep business processes moving. Documents typically are shipped somewhere, resulting in processing delays. Questions reliant on specific files can remain temporarily unanswered as a result of outsourcing. Costs and formats also may cause concerns. In some cases, vendors charge for each imported image. They may also change filenames from the original formats, creating an undesirable, proprietary image collection. The situation can be frustrating-particularly when you add to it the logistics of moving data back and forth.
Finally, questions may arise about the financial solidity of the outsourcing company. What will happen to your files and data if the company declares bankruptcy? Even if policies and procedures have been established, reclaiming files and data can be trying. This is especially true when the outsourcing company is thousands of miles from your business, and litigation may be involved.
Advantages of in-house imaging
In-house imaging usually presents a more viable long-term solution for companies that will continue to receive and process paper on a regular basis. By scanning documents in-house, shipping costs are eliminated, and business processes dependent on files are expedited. Documents can be scanned, indexed, and available almost immediately upon receipt, enabling shorter turnaround times and better service. Scans that result in questionable image quality can be recognized and addressed immediately. Staff familiarity with the organization's diverse document types is also likely to result in more uniform indexing. This benefits everyone who will ultimately search for data stored in the system.
In organizations with significant active files containing sensitive information, or where demonstration of compliance with regulations (such as HIPAA, Sarbanes-Oxley, or the Gramm-Leach-Bliley Act) is vital, in-house imaging may be the best option. Although trust can be an issue internally as well as externally, management usually has a good sense of its employees and their accountability. Furthermore, the organization's IT administrator can monitor security, taking advantage of the electronic transaction trail provided by a document management system.
Challenges with in-house imaging
The greatest challenges with imaging in-house are choosing vendors, infrastructure and set-up, managing change, and system maintenance. Companies with savvy IT staff usually have the knowledge and experience to ask the right questions in choosing vendors and can handle imaging systems. However, if complex integrations are part of current or future plans, they may require specialized assistance. Understanding the solution's flexibility and scalability is important.
Choose a system that will grow with you. Select vendors who have the resources available to assist with consulting, set-up, staff training, integration, and maintenance, especially as your company grows and your solution needs to adapt.
Summary
Regardless of whether you choose in-house imaging, outsourcing, in-sourced projects and services, or a combination of options, you should be successful if you follow several basic principles. Evaluate your imaging needs from a short-term and long-term perspective. Assemble a detailed project plan and a thorough indexing plan that has input from your end users. Be realistic about your staff resources and their capabilities. Choose a stable product and trustworthy staff to administer your project. Communicate clearly and frequently every step of the way. Imaging that fails usually falls short in one of these areas. With these principles in mind, you will walk the path to success.
