What questions should I ask a scanning company before starting?

Key questions cover: turnaround time, preparation included, QA process (100% review or sampling), multi-feed detection, security certifications (ISO 27001), DBS-checked staff, output format and OCR, file naming and indexing, what is included in the price, hidden costs, what happens to originals, and Data Processing Agreement. Request a sample scan before committing.

What hidden costs should I watch for in scanning quotes?

Common hidden costs include: document preparation (staple and clip removal), collection and return transport, OCR processing, indexing beyond basic file naming, output media (USB drives), project management fees, rush delivery surcharges, minimum project charges, exception handling for damaged or oversized pages, and re-scanning costs.

Questions to Ask Before Starting a Digitisation Project

Starting a digitisation project without asking the right questions leads to unexpected costs, poor-quality output and wasted time. Whether you are digitising 10 boxes or 1,000, a thorough briefing conversation with your scanning provider prevents misunderstandings and ensures the final output actually meets your needs. Here are the questions to ask, organised by category.

Questions About the Process

What is the turnaround time for my volume? Get a specific timeline, not a vague estimate. Ask what the current workload is and whether your project can start immediately or will be queued
What preparation do you do before scanning? Staple removal, clip removal, unfolding, sorting, repairing torn pages — clarify exactly what is included and what costs extra
What happens when a multi-feed is detected? Ultrasonic multi-feed detection should stop the scanner when two pages overlap. Ask whether the operator re-scans or skips. Missing pages is the most common quality failure in scanning projects
What is your quality assurance process? Ask specifically — do they review 100% of images or just a sample? Who reviews — the same operator, or an independent QA team? What do they check for (legibility, skew, completeness, blank page removal)?
How do you handle exceptions? Torn pages, sticky notes, photographs, oversized documents, illegible originals — what is the process when a document does not fit the standard workflow?
Can I see a sample before the full project proceeds? A reputable provider will scan a sample batch and let you approve it before committing to the full volume

Questions About Security

Do you hold ISO 27001? If not, what security framework do you operate under? Ask for evidence, not just claims
Are your staff DBS-checked? At what level (Basic, Standard, Enhanced)? Ask whether DBS checks are renewed periodically or done only at hiring
Can I visit your facility? A refusal or reluctance is a red flag. Ask to see the scanning area, document storage and security controls
Will you sign a Data Processing Agreement? This is a legal requirement under GDPR. Ask for their standard DPA to review before the project starts
How are documents transported? If the provider collects your documents, ask about vehicle security (locked, tracked, no overnight storage in vehicles), driver vetting and transit insurance
How do you handle a data breach? Ask about their incident response process and notification timeline. GDPR requires notification within 72 hours

Questions About Output

What file format will I receive? PDF/A is standard for most business use. Ask about TIFF if you need archival master copies. Clarify colour depth (colour, greyscale, bitonal) and resolution (300 DPI is standard for text documents)
Will files be OCR-processed? Ask what OCR engine they use, what accuracy they guarantee, and whether OCR is included in the per-page price or charged separately
How will files be named and organised? Discuss your folder structure and naming convention in detail. A file named “Scan_00347.pdf” is useless; one named “Invoice_12345_Acme_2024-01-15.pdf” is immediately useful
Can you integrate with our document management system? If you use SharePoint, DocuWare, OpenText or another DMS, ask whether the provider can deliver files in the required format with the correct metadata
What delivery method is used? SFTP, encrypted USB drive, cloud upload? Clarify whether the delivery medium is included in the quote or charged separately

Questions About Costs

What is included in the per-page price? Preparation, scanning, OCR, QA, indexing, delivery — spell out each element and whether it is included
Are there any minimum charges? Some providers have minimum project fees of £500-£1,000, which significantly affect the per-page rate for small projects
What is charged separately? Ask specifically about: collection and return transport, project management fees, rush delivery surcharges, output media, exception handling (damaged pages, oversized documents), re-scanning
What triggers additional costs? Mixed document sizes, extensive staple removal, fragile material requiring flatbed scanning, complex indexing — understand what could increase the final bill
Is there a cost for changes after the project starts? If you change the specification mid-project (different resolution, additional indexing), what is the pricing impact?

Questions About Your Originals

Will my original documents be returned? In what order and condition? Confirm they will be returned in the same order and organisation they were collected
When are originals returned? Immediately after scanning, or after a holding period? Some providers batch returns to reduce transport costs
What happens if a document is damaged during scanning? Ask about their insurance cover and damage notification process
Can you destroy originals after scanning? If yes, what standard (EN 15713)? Will you receive a certificate of destruction?
Do you offer secure storage of originals after scanning? Some providers offer ongoing physical storage if you are not ready to destroy but do not need the boxes back

Get a Free Quote

Every project is different, so the best way to understand your options is to get in touch with our team. We provide clear, no-obligation advice — usually within the same day.

Call us on 01691 650355 or use the form below.