Customer Self-Scanning Devices

Lambeth Council are commissioning for a self-scan service for customers to use when presenting evidence to support their business with us

Citizens who make applications for various council services like Housing benefit, may be required to provide certain documentation to support their application. This could include a Passport, driving license, proof of address etc. The residents have a number of ways to provide this. They can scan the documents themselves and submit online, send in copies via post or visit a customer service centre (CSC) and have the documents scanned by a customer service representative. The majority of citizens will visit the CSC and the process of scanning in their supporting documentation can be time consuming and resource intensive. Each application can take up to 10 minutes. The scanned document needs to be sent to the mailbox of the relevant team who will then import and index into an internal Document Management System (like Anite).

We are looking to implement a self-scanning solution allowing citizens to avoid queuing and scan any relevant supporting document themselves. This solution will streamline the process and remove any unnecessary intervention from Scanning and Indexing (S&I) staff. The system needs to be able to capture basic information from the resident (Application ref, postcode etc) and provide an easy to use process for them to scan their document(s). These should then be automatically imported and indexed into our document management system(s). The solution should be cost effective. We need it to be easy to use with quick and straightforward set up. We need it to integrate into back office systems. Documents sent over WiFi need to be encrypted before transmission. We need it to be locked down. We need it to be able to scan and send a document in no more than a few minutes and we need it to be able to scan photographic evidence in a high enough quality and resolution for us to be able to use it.