Information Management

When is it important to seek an Information Management outsourcing company?

Technology hasn’t eliminated paper. It has likely created even more. On average, an individual worker maintains 20,000 paper documents each year and spends 50 percent of his/her time managing those documents.* Not only can potential mismanagement of information cost your business time and money, local and federal laws are increasing dictating the ways in which you keep your company’s information secure yet accessible.

Regulatory/Compliance
In recent years new regulations concerning document management, retention and disposal have been enacted. In the US alone, the Fair and Accurate Credit Transactions Act, the Health Insurance Portability and Accountability Act (HIPAA) and Sarbanes-Oxley have been instituted. In addition, over 40 other countries have passed federal regulations concerning document management, retention and disposal. This increased regulation, combined with the growing epidemic of identity and intellectual property theft, has forced businesses to look more closely at their information management processes. In doing so, many decide to outsource their information management needs to Recall for its relevant expertise, industry knowledge and financial benefits.

Expansion
As a company grows, it begins to amass more information – both old and new. As a result, accessibility, storage and security of this information become more complicated. Recall can help businesses navigate through the expansion process by providing scalable solutions to fit your business’ growing needs. Furthermore, Recall is well-versed in the legal requirements and regulations surrounding information management as it applies to a variety of industries, in various locales. Lastly – and just as importantly – using an outsourcer during expansion ensures your crucial data is safe and secure from theft, loss, breach or disaster.

Reengineering
Many companies find that during a major reorganization such as a merger, information management requires special attention. Reorganization leads to a series of questions and concerns…How will this reorganization affect our information management processes? How do we maintain loyalty among our customers and not disrupt service? What are the current regulations we must we abide by?...These, and other crucial questions, are best answered with the help of a solutions provider with deep-seeded, real world experience.

Litigation
During litigation, companies can rely on Recall for a variety of reasons. First, Recall understands local and federal compliance issues for a variety of industries. Second, Recall has systems in place to help companies navigate the legal process as it relates it information management. In the end, Recall can save crucial time, labor and resources during litigation while providing protection against it in the future.

What are the benefits of engaging Recall?

• Peace of Mind – Recall adheres to strict measures of security in terms of physical properties as well as user access. Furthermore, we have secure systems in place to protect your data from disaster, theft, breach and/or loss. As professionals in the field of data protection, we understand the importance of confidentiality and hold ourselves accountable to the highest code of ethics.
• Time and Cost Savings – By outsourcing your information management to Recall, you can save your business time, money and resources. Outsourcing allows businesses to leave matters of information management to those who can do it more efficiently and effectively. It allows companies to regain focus on their core competencies. And it saves businesses significant resources in terms of equipment, storage space, transportation and staff.
• Streamlining Operations, Increasing Productivity –Recall employs advanced technologies and the latest innovations to help businesses streamline workflow and optimize responsiveness. In doing so, employees are able to retrieve, access and work with the information they need whenever, and wherever, they need it. As a result, businesses achieve shorter processing cycles, quicker turnaround times and improved customer satisfaction.

Is “information management” limited to paper document storage?

No, not at all. Information Management can include storage, archiving, networking and destruction services for all types of media, electronic files, digital files, imagery, film as well as physical property.

Does Recall primarily serve large corporations?

No. In fact, information management is 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 throughout every aspect of our business. For example, Recall utilizes remotely monitored alarm systems, digital CCTV systems, infrared motion detection systems, detection and suppression and biometric access controls to uphold the highest standards of safety.

In addition, standardized 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.  What’s more, Recall’s facility standards far exceed the requirements put forth by local and federal regulations.
All told, Recall’s total investment between 2004 and 2006, exceeded US$9 million in fire safety, disaster protection and security programs combined.

How does Recall demonstrate its commitment to the environment and the community?

Brambles’ 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. This focus is part of every employee’s training and a metric by which all are measured consistently.

How does Recall plan for disaster and prevention?

Organizations 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 BCPs 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 BCPs 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-Center?

Recall would typically designate a "mega-center" as an information center with a capacity of 1.0 million or more cartons, designed specifically for optimum document management 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?

Recall’s physical and digital Document Management Solutions are essentially two integrated service lines that are often combined into one integrated solution, tailored to meet individual customer needs. When putting together a DMS proposal, Recall assess our customers’ access requirements, internal processes and industry compliances. Generally speaking, DMS-P products involves storing documents in cartons whereas DMS-D entails digitizing documents into electronic form. Recall’s DMS-P solutions enable companies to comply with industry regulations while reducing overhead costs. Our DMS-D solutions give companies access to the information they need instantly via their own network systems, thus streamlining production and improving workflow.

How does Recall help determine which solution fits my company’s needs?

Recall uses its extensive experience to provide our customers with an improved document management process, taking into account:

• who must see the document
• who must approve the document
• how active the document is and how often the document will need to be accessed
• how documents should be linked as part of internal decision and operational processes
• how often the document requires multi-access
• how the document should be retained to comply with internal and external policies including Sarbanes-Oxley, HIPAA etc.
 
Why should I convert my files and records to digital format?

Converting physical documents into digital format offers a number of strategic benefits including:
- Substantial cost-savings in maintaining and storing physical documentation
- Immediate, simultaneous access for multiple users across multiple locations who might require documents in varying media formats
- Increased productivity and transactional results through streamlined operations 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 are the steps entailed in converting files to digital format?

- Collection, Preparation and Sorting
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 and Conversion
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 Optical Character Recognition (OCR) and Integer Character Recognition (ICR) software applications are used to capture specific data (regardless of where it is contained within the document) for the purpose of indexing, tracking and rapid recovery.
- Quality Assurance/Verification
While Recall’s Indexing function achieves, on average, a 90% accuracy rate, we also verify all images and indexed fields via automated processes and designated Recall staff.
- Digital Archiving
Images and Metadata are loaded into Recall’s ReViewSM software application, which provides instantaneous, user-authorized access to digitized documents from a desktop via the Internet.

Can I track the location of my documents at any given time?

Through Recall’s DMS-D Solutions, you may track your documents through our secure portal, ReViewSM, from anywhere, at any time. You can also view at which Recall facility the document is located as well as the last date/time it was retrieved.

What if I need access to my original documents?

After each document has been digitized, 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. To order an original document, Recall customers can use our ReQuest service to have the physical document delivered as quickly as possible.

How will Recall protect my physical information?

Recall holds all customer information in secured information centers that not only comply but in many cases exceed local regulatory requirements for security and fire protection. In addition, Recall employs a standard set of operating procedures globally that drive consistent, secure and reliable service at all times. (See Perfect Order.)

In what fields are Recall’s Document Management Solutions employed?

Recall provides tailored Document Management Solutions to thousands of customers dealing in  Accounts Payables and Receivables, Insurance and Medical Claims, Human Resources, Transportation Proof of Delivery, Leasing and Lending Files, Financial Statements and Legal Contracts, to name a few.

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

Does Recall provide ongoing reports detailing monthly activity?

Yes, see this sample provided.

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 effective way. Our proposals cover the benefits of an on-and/or off-site solution so that you can be equipped to make the best-informed decision for your business.

What are Recall’s storage capabilities/limitations?

One of the greatest advantages of outsourcing your documents with Recall is that we are continuously investing in our storage facilities and technologies to meet the growing marketplace needs for information management.

What is RFID technology?

Radio Frequency Identification (RFID) is a technology based on barcodes emitting a radio signal and Recall is the first in the industry to put it into action.

Typically, physical cartons are held in racks three cartons deep, stacked four cartons high. With RFID technology, Recall can “read” a  barcode without shifting cartons to “see” the barcode. As a result, Recall can read inventory with 100% accuracy. In fact, Recall was the first in the industry to complete a 100% inventory audit of customer carton holdings within an information center.

Ultimately, RFID technology provides significant cost and time savings to Recall’s customers.

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 Optical Character Recognition (OCR) on images scanned by you or in one of our capture centers. 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 data protection services. These can include hospitals and clinics, law firms, financial companies, banks and professional service organizations such as Engineering firms or IT Consulting companies.  Each of these organizations needs to ensure 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 cycles. 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 Center 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 sealed media transportation containers 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 authorized user and retrieves any tapes that are staged for return to the Recall Information Center.
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 Center, the tapes are scanned into the system and racked in the clients’ preferred storage manner.

How secure are a customer’s media in Recall’s Information Center?

Recall has stringent standardized corporate safety and security measures for all our facilities around the globe. Recall’s buildings meet if not exceed all industry and government code requirements to 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 limited to authorized 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
• Controlled loading and unloading of vehicles inside the facility
• Uniformed drivers with 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 manage the tape exchange at your servers for you.

Peace of Mind
As a business owner, director or key manager, you are concerned about the safe management and timely recoverability of your vital information 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 along all stages of movement – 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 Centers?

Recall’s Data Protection Centers (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 built of solid core steel reinforced and comply, if not exceed, local safety standards.

Access to our DPCs 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%.

In addition to regulated fire and detection systems, Recall is incorporating the latest Very Early Smoke Detection Apparatus (VESDA) systems and automatic gas fire suppression systems throughout our facilities.

How do I 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 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. When changes to these rules 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 Center (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 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 Center. 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 onsite shredding, Recall's Security Service Representatives (SSRs) will remove locked bins (or the contents of a stationary container) and transport it to the onsite destruction vehicle for immediate destruction on client premises, at a regularly scheduled service date.
• For offsite shredding, secure Recall vehicles are unloaded under video surveillance upon arrival at our Secure Destruction Center. 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 organization’s confidentiality policies:

1. Maximum Protection at Minimal Expense

Recall’s global network of Secure Destruction Centers 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 minimized, if not eliminated all together.

2. Confidence and Security

Recall has established stringent qualification and training standards to ensure that we provide your organization 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 over 200,000 tons of paper each year – the equivalent of more than three million trees.

How familiar is Recall with industry regulations regarding proper destruction?

Recall is 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 Centers safeguards your organization’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. Because our business relies on securing our customers’ information, you can rest assured we take every precaution to protect it to the utmost degree.