Document and Records Processing — Every Document Logged, Indexed, and Retrievable

Our document processing teams have experience working within the major document management platforms used across the industries we serve — including iManage, NetDocuments, SharePoint, Google Drive, Dropbox Business, Box, M-Files, Laserfiche, and various sector-specific systems used in legal, healthcare, and financial services environments. During the onboarding phase, we provision access to your specific DMS and complete platform-specific training until our agents can navigate, file, and retrieve documents independently within your system. If you use a less common or custom-built DMS, we assess the platform during discovery and include additional training time in the onboarding plan. The key requirement is that the system supports the metadata fields and folder structures needed to implement your agreed document processing standards — most modern DMS platforms do.

For large-scale digitisation projects involving physical documents, we work with you to determine the most practical logistics arrangement. In many cases, physical documents are scanned at the client's premises by a local scanning partner operating under our quality standards, with the digital output transmitted securely to our processing team for indexing and filing. For clients who prefer to ship physical documents, we can arrange secure courier collection and delivery to our facility, where scanning is performed in-house. The approach depends on the volume of documents, their sensitivity classification, any regulatory restrictions on physical document movement, and the client's preference. We assess the logistics during the discovery phase and recommend the approach that balances cost, security, and practicality for your specific situation. All physical document handling is governed by documented chain-of-custody protocols.

Indexing accuracy is maintained through a multi-layer verification process. First, agents are trained against your specific metadata schema and naming conventions before processing begins, with competency verified through test batches. Second, every processing batch is subject to quality assurance review — a defined percentage of documents in each batch are independently verified by a second agent or team leader, with the sampling rate determined by the accuracy target in your processing standards. Third, error patterns identified during QA are logged, root-cause analysed, and addressed through targeted retraining or process adjustment. Fourth, monthly accuracy metrics are compiled and reported against your agreed target threshold — typically 99.5% or above. If accuracy falls below target in any reporting period, a corrective action plan is implemented immediately. The combination of training, batch QA, error tracking, and monthly reporting creates a verification framework that sustains accuracy at levels most in-house operations cannot match because they lack the structured QA infrastructure.

Document security is managed across multiple layers. Access control: our agents access your DMS through secured connections with permissions limited to the specific folders and functions required for their processing role — they cannot access documents outside their assigned scope. Data transmission: all document transfers between your systems and our facility use encrypted channels. Facility security: our processing centre operates physical access controls, clean-desk policies, and device restrictions that prevent unauthorised access to or removal of client data. Confidentiality: every agent signs a comprehensive confidentiality agreement covering all client data they handle, with contractual penalties for breach. For clients with heightened security requirements — particularly in legal and financial services — we can implement additional controls including dedicated secure workstations, enhanced background screening, restricted team assignments, and client-specific security protocols. The specific security framework for your engagement is documented and agreed during onboarding, and compliance is audited as part of the monthly compliance review cycle.

Yes — records retention schedule management is a core component of our document processing service, not an optional add-on. During onboarding, we document your retention schedule for each document category — defining the retention period, the trigger event that starts the retention clock, the action required at expiry (deletion, anonymisation, archival, or review), and the authorisation protocol for disposal. Once operational, our team actively monitors retention dates across your document estate, generates disposal lists when records reach their retention expiry, submits those lists for your authorisation, and executes the approved disposals with documented confirmation. Monthly compliance reports include retention schedule status — showing how many records are approaching expiry, how many have been flagged for review, and how many have been disposed of during the period. This active enforcement is critical for GDPR, CCPA, and sector-specific compliance — regulations require that personal data is not retained beyond its lawful basis, and passive retention by default is itself a compliance failure.

Unclassifiable documents are handled through a documented exception protocol rather than forced into an incorrect category or left unfiled. When an agent encounters a document that does not fit the existing taxonomy, they log it as a classification exception with a description of the document type and a recommended classification. The exception is escalated to the team leader for review. If the document represents a genuinely new document type that the taxonomy does not accommodate, the team leader flags it for inclusion in the next quarterly taxonomy review, where it is assessed and, if appropriate, a new category is created with defined metadata fields and filing rules. In the interim, the document is filed in a designated exceptions folder with full metadata to ensure it remains retrievable. The goal is to maintain taxonomy integrity — every category should be meaningful and consistently applied — while ensuring that no document is lost or left unprocessed because the taxonomy has not yet been updated to accommodate it. Over time, the exception rate decreases as the taxonomy matures and covers the full range of document types your business generates.