Is “information management” limited to paper document storage?
No, not at all. Information Management can include storage, archiving services, networking and destruction services for all types of media, electronic files, digital files, imagery, film as well as physical property.
Does the Information Management industry primarily serve large corporations?
No. In fact, corporate information management can be just as crucial to smaller, emerging companies as it is to larger companies. Today, Recall is helping more than 80,000 companies ranging from Small to Medium Businesses to Global 2000 Enterprises across a host of industries including financial services, legal, government, healthcare, insurance, banking, engineering and real estate.
About Recall
What are Recall’s core values?
As a wholly-owned subsidiary of Brambles, Recall upholds these global core values:
• All Things Begin with the Customer
• We are Committed to Diversity, People and Teamwork
• We have a Passion for Success
• We Always Act with Respect and Integrity to the Community and the Environment
How long has Recall been in business?
Recall has been in business under one consolidated brand since 1999.
What are Recall’s measures of security and safety?
In order to provide Recall’s customers with utmost confidence, Recall has implemented stringent security measures -- operational and digital -- throughout every aspect of our business. For example, Recall utilizes remotely monitored alarm systems, digital CCTV systems, infrared motion detection systems, superior smoke detection mechanisms and biometric access control to uphold the highest standards of safety. What’s more, Recall has installed state-of-the-art fire detection and suppression systems in all of our facilities that far exceed the requirements put forth by local and federal regulations. All told, Recall’s total investment in the past two years will exceed US$9 million in fire safety, disaster protection and security programs alone.
In addition, all of Recall’s risk initiatives are supervised by our Global and Regional Risk Managers who proactively control and monitor business activities on a consistent basis. Standardised global operating procedures have been developed detailing specific infrastructure criteria for all of Recall’s existing and new facilities in order to maintain a safe and secure environment for your information as well as our employees.
How does Recall demonstrate its commitment to the environment and the community?
Recall’s Zero Harm policy states “Everyone has the right to be safe at work and to return home to their family and friends as healthy as when they started the day. The community also has the right to expect that every employee will care for the environment as well as public health and safety. We therefore expect each and every person at Recall to work safely and with respect for the environment.” With a commitment to zero injuries and zero environmental damage, Recall seeks to apply industry-best occupational health safety and environment (OHS&E) practices for employees, contractors, customers and local communities while ensuring legal compliance across the board.
How does Recall plan for disaster and prevention?
Organisations are increasingly concerned about their exposure to potential downtime and business interruption. To mitigate this risk, Recall has developed comprehensive site level Business Continuity Plans (BCP). These BCP's provide for an organized and effective response to disruption in service caused by either internal or external factors such as a pandemic, hurricanes or floods. With these well designed BCP's in place, Recall is able to respond to both manmade and natural disasters by quickly establishing alternative operating procedures to maintain seamless service to your customers. In many cases, our customer base will suffer no noticeable business interruption whatsoever. Business continuity planning, in addition to being a key part of Recall’s risk management program, is an investment in protecting and growing our business.
To what standards are Recall’s facilities maintained?
Each and every Recall facility undergoes rigorous due diligence processes conducted by Risk Managers, Property Managers and expert consultants. These reviews establish compliance with all national and local regulations as well as Recall's own Global Standards, which extend far beyond minimum compliance. A Recall facility may not operate unless it complies with environmental, fire prevention and protection, security, building infrastructure and racking engineering standards.
In addition, routine maintenance programs are established to ensure the integrity of the building fabric, fire and security systems and racking. In addition, all facilities are subject to property loss inspections by our insurers, customer internal audits and internal regulatory compliance audits by both Brambles and Recall personnel to identify areas for possible improvement. Furthermore, Recall continually references and adapts to forward-looking regulatory impact studies to ensure we are on the forefront of innovation, safety and security.
Where does Recall operate?
Recall has over 300 locations in more than 20 countries on 5 continents. For a complete list of countries where Recall operates, visit our Global Locations page.
What is a Mega-Centre?
Recall would typically designate a "mega-centre" as an information centre of 1.0 million or more cartons, designed specifically for optimum archiving services. Recall has developed a number of state-of-the-art, purpose-built document storage facilities. One of our largest is located at Greystanes in Sydney, Australia covering 20,000 square meters with racking 24 meters high. When full, this facility will hold 6.6 million cartons of documents.
Document Management Solutions (DMS-P/DMS-D)
What is the difference between Recall’s physical and digital Document Management Solutions?
At Recall, physical and digital Document Management Solutions are in fact two integrated service lines that help companies manage their information operationally and systematically. These two solutions are complimentary but, generally speaking, DMS-P involves storing documents in cartons whereas DMS-D entails digitizing documents into electronic form. While DMS-P enables companies to comply with industry regulations while reducing overhead costs, DMS-D gives companies access to the information they need readily, thus streamlining production and improving workflow.
Does Recall provide on-site or off-site imaging scanning?
Recall will tailor an imaging/capture solution that fits your business requirements in the most cost effective way. Our proposals cover the benefits of an on-site solution and the benefits of an off-site solution so that you are equipped to make the best-informed decision for your business.
Why should I convert my files and records to digital format?
Converting physical documents into digital offers a number of strategic benefits including:
- Immediate, simultaneous access for multiple users in multiple locations across who mat require varying media formats
- Substantial cost-savings in maintaining and storing physical documentation
- Dramatic increase in productivity and workflow improvements
- Security that your documents are safe and protected from theft, encroachment or natural disaster
- Consistency and compliance with local and federal industry regulations
- Environmental preservation by significantly reducing paperwork
What applications does Recall have digital expertise in?
A/P, A/R, Insurance and Medical Claims, H/R, Mortgage and Lending Files, Financial Statements and Legal Contracts, to name a few.
What are the steps entailed in converting files to digital format?
- Preparation and Collection
In this step, Recall prepares documents for scanning by removing staples, paper clips, tape, etc. then batches the documents by type, organizes them with batch separator sheets and finally, assigning bar codes.
- Scanning
Recall’s high-speed scanners read and convert physical documents into digital format including PDF, Microsoft Word and Excel spreadsheet (among others).
- Data Capturing and Processing
Recall’s sophisticated software captures specific data from the digital format to be used for indexing, tracking and rapid recovery.
- Quality Assurance/verification
This is the stage where all images and indexed fields are checked and verified through automated processes and designated Recall staff.
- Digital Archiving
Images and Metadata is loaded into Recall’s ReViewSM software application, which provides instantaneous, user-authorised access to digitised documents from a desktop via the Internet.
Can I track the location of my documents at any given time?
Through Recall’s DMS-D, you may track your documents through our secure portal, ReViewSM, from anywhere, at any time.
What if I need access to my original documents?
After each document has been digitised, Recall will physically store them at the conversion site for a period of 60 to 90 days at no charge. Thereafter, we can store them in our DMS facility or securely destroy them upon request.
What is ReViewSM?
ReView is Recall’s flagship web-application solution, which provides:
- State-of-the-art software without costly investments in hardware, software or additional IT resources
- Full-Text Indexing allowing visibility to the total content of your digital documents
- Instant, secure, multiple-user access with 128-bit encryption, equal to on-line banking security levels
- Digital Report Management features to automatically capture, store and distribute data for status reports and operational statements
- Workflow functions including e-Forms and automatic routing
What are Recall’s storage capabilities/limitations?
One of the greatest advantages in utilising Recall’s archiving services is that we are continuously investing in our storage facilities and technologies to meet the growing marketplace needs for information management.
What data capture capabilities does Recall have?
We can provide data capture solutions to fit your requirements in the most cost effective way. Recall performs OCR on images scanned by you or in one of our capture centres. We can also perform data entry on-shore or offshore cost effectively to meet your business needs.
Data Protection Services
What are some real world applications of Recall’s Data Protection Services?
Businesses employing anywhere from 30 personnel or more have a need for secure offsite data backup services. These can include hospitals and clinics, law firms, financial companies, banks and professional service organisations such as Engineering firms or IT Consulting companies. Each of these organisations needs to keep up their business continuity in order to stay productive.
How is my media managed?
Recall has developed a product, ReQuest Media Manager, which tracks tape inventory in real time. Clients can monitor where their media is at all points in the rotation cycle. Recall’s handheld scanners scan and track the tapes from the first time they are entered into the system through all rotation and storage patterns. Discrepancy reports can be run daily to ensure that all media slated for retrieve has been received by Recall.
What is the process for transportation of a customer’s media?
Recall receives a client file via the Internet, FTP or e-mail indicating which tapes are required for rotation and the frequency at which the client will rotate their data back-up tapes.
1. Recall’s media clients are typically on schedules of either daily, weekly, biweekly or monthly rotations.
2. On the specified date, Recall’s Information Centre Specialists pull the appropriate tapes in the rotation for delivery at the client location.
3. Recall scans the tapes against the client manifest and runs a discrepancy report to ensure that all the proper tapes are slated for delivery.
4. These tapes are then placed into media transportation containers and are staged for delivery.
5. The media transportation containers staged, sealed are placed into locked, climate-controlled vehicles and are routed for delivery efficiency.
6. Once at the client location, the Recall Courier delivers the media to the appropriate authorised user and retrieves any tapes that are staged for return to the Recall Information Centre.
7. Again, the media is transported in media transport containers within locked, climate-controlled vehicles equipped with security systems.
8. Once back at the Recall Information Centre, the tapes are scanned into the system and racked in the preferred storage for the client.
How secure are a customer’s media in Recall’s Information Centre?
Recall has standardised corporate safety and security measures globally for all facilities. In addition, all our buildings meet and/or exceed all industry and government code requirements. Furthermore, our facilities include:
• Climate-controlled systems consisting of air circulation and filtration systems, in which we target and continuously monitor at 40 percent humidity and 66 degree Fahrenheit temperature.
• Concrete and steel I-beam construction, built using a security compound effect as a single tenant site.
• Interior walls rated at 3 hours of 1500 F fire protection
• Vault doors rated at 1.5 hours fire protection
• Smoke and fire detection systems monitored 24 hours a day by an outside security company and connected to the local fire department
• Keycard access throughout the facility to limit areas to authorised personnel only
• Halon fire suppression coverage for all computer media vaults
• Infrared and ultrasonic motion detectors throughout the facility
• CCTV monitoring and recording throughout the facility
• Double garage door access to loading dock area
• Sealed concrete floors in vaults eliminating dust
• Leibert temperature and humidity control systems in each media vault
• Loading and unloading of vehicles is done inside the facility
• Uniformed drivers wear a Recall Identification badge
Why use Recall’s offsite tape storage service?
Regulatory Compliance
Offsite data tape storage fulfils the audit, process and disaster recovery regulatory requirements put forth by such regulations as the Sarbanes-Oxley Act of 2002 (SOX).
Disaster Recovery
Every company’s day-to-day business functions rely on computer systems and Recall’s management of your offsite tape requirements ensures that when you need it most - your data is always available for timely recovery in the event of a disaster.
Backup Rotation Scheduling
Managing your backup scheduling to ensure that the right tapes are always cycled is easy using Recall’s Backup Rotation systems. So that your IT staff can stay focused on their jobs, Recall’s trained staff can also do the tape exchange at your servers for you.
Peace of Mind
As a business owner, directors or key manager, you are concerned about the safe management and timely recoverability of your vital data for your business survival in today’s data-driven commercial environment.
How does Recall DPS manage my data?
Every item managed by DPS must be bar-coded, either with tri-optic barcode labels supplied by the customer or custom-made barcode labels supplied by Recall. Every item is tracked by scanning the barcode in and out of Total Recall, our Tape Management System – this creates an audit trail of the item, which can be viewed by our customers via the web.
What about security at Recall’s Data Protection Centres?
Recall’s Data Protection Centres (DPCs) offer the highest level of security, fire protection and environmental control systems that are regularly serviced and monitored 24/7. All Recall vaults are of concrete construction with walls solid core steel reinforced and comply, if not exceed, local safety standards.
Access to our DPC’s is by arrangement only and tightly controlled by swipe card access control systems. These access systems combined with a high level of electronic detection devices including CCTV are externally monitored 24 hours per day ensuring data tapes are safe at all times.
What about the environmental control and fire detection in the vaults?
Recall vaults employ our Vault Environmental Monitoring (VEM) state of the art temperature and humidity control system to maintain internal environment at 18°C +/- 2°C and 50% relative humidity +/- 5%.
All Recall vaults comply with Australian Standard AS 3636.4 incorporating the latest Very Early Smoke Detection Apparatus (VESDA) systems and automatic gas fire suppression systems.
How do arrange tape retrievals?
From time to time you will need to have tapes retrieved outside their usual Rotation Schedules and the easiest way to do so is to simply lodge your Retrieval Request through your web interface with Recall. Alternatively tape retrievals can be arranged via fax or our 1300 phone – (security measures apply)
How does Recall manage tape rotation schedules?
Tape Rotation Schedules are carefully created within the Total Recall Operating System in conjunction with the customer to ensure that every tape rotation rule is captured. Our software then automatically controls the rotation of every tape and when rule changes are needed it is a simple matter to create the necessary schedule changes.
How do I arrange Urgent Retrievals?
Your tapes are available 24/7 and when an emergency need arises it is a simple process to initiate an Urgent Retrieval by contacting your local Recall Data Protection Centre (DPC) either via the web or by phone (security measures apply). Your local contact arrangements will be confirmed as part of your customer induction process.
Secure Destruction Services
What are Recall’s Secure Destruction Services?
Recall provides information management solutions at every point of a document’s lifecycle, including secure destruction. Customers can choose to have their sensitive documents destroyed onsite via a Recall mobile shredder or offsite at a Recall Destruction Centre. Below is the procedural process followed by Recall employees:
• Secured containers are strategically placed on clients’ sites by insured Recall Secure Service Representatives (SSRs).
• Clients dispose confidential material into the provided locked destruction bin (Keys to bins are available to designated employees only.)
• For offsite shredding, Secure Recall Vehicles are unloaded under video surveillance upon arrival at our Secure Destruction Centre. Containers are staged for shredding inside our secured facility.
• Destruction involves several steps including:
o Containers with Confidential Materials are placed on tipper.
o Tipper dumps materials into hopper.
o Hopper mixes materials and deposits them onto the conveyor.
o Conveyor transports materials through the shredder.
o Conveyor deposits shredded materials into baler.
o Shredded materials are baled into 1,200 to 2,000 pound bales and are sent to pulping
mill for de-inking, pulping and recycling.
Why use Recall for my Secure Destruction needs?
By partnering with Recall to destroy sensitive materials, you add strong assurances to your organisation’s confidentiality policies:
1. Maximum Protection at Minimal Expense
Recall’s global network of Secure Destruction Centres safeguards your sensitive materials throughout the destruction process with a closed loop system that protects your materials from beginning to end. Your risk of loss, breach or disaster is minimised, if not eliminated. Furthermore, compared to the cost of a lawsuit, a compromised position in the marketplace and stiff penalties for non-compliance, costs associated with Recall’s Secure Destructions are a non-factor.
2. Confidence and Security
Recall has established stringent qualification and training standards to ensure that we provide your organisation with professionals who perform unparalleled service. Our companywide Perfect Order promise sets the global standard to deliver 100% on time, secure service to all our customers.
How much material does Recall recycle?
Recall collects, shreds and recycles approximately 200,000 tons of paper each year – equalling roughly three million trees.
How familiar is Recall with industry regulations regarding proper destruction?
Recall is also HIPAA Compliant as well as compliant with all other regulations such as Sarbanes-Oxley, FACTA, and Gramm Leach Bliley.
In regards to all industry regulations, Recall conducts frequent employee background checks and has a closed-loop system throughout all Destruction Facilities to ensure the safety of your materials. A Certificate of Destruction is provided for services rendered in conjunction with the monthly invoice.
How secure are Recall’s facilities?
Recall's global network of Destruction Centres safeguards your organisation’s sensitive information 24 hours a day, 7 days a week with several levels of security and preventive measures such as Card Key Access (to time-stamp/track individuals and authorize entry/exit) and Perimeter Fencing & Lighting.