Customer Communications - Scanning & Indexing

Customer Communications / Scanning and Indexing digitises physical mail and documents and converts them into secure, searchable digital records, ensuring information is easy to find, protected, and never lost in paper-based processes. Capita provides an end‑to‑end digital mailroom service, opening and scanning all inbound correspondence, applying optical character recognition (OCR), and automatically classifying and routing documents to the correct teams. High‑speed scanners handle large volumes of paper, microfilm, and fragile records, creating high‑quality digital files that are indexed and ready for immediate retrieval.

The service enables instant access to information through a secure, encrypted digital archive that can be accessed via a web portal or integrated directly into existing client systems. Automated indexing ensures every document is accurately tagged and keyword‑searchable, significantly reducing time spent searching for files and eliminating the risk of misfiled or lost records. Optional physical archiving and scan‑on‑demand services allow organisations to retain original documents securely while still benefiting from fast digital access. All processes are designed to meet data protection and security standards, supporting GDPR compliance and audit readiness.

By replacing manual, paper‑based workflows with a fully digital approach, organisations achieve faster information retrieval, lower storage and handling costs, and improved service delivery to citizens. Digital records reduce office and offsite storage requirements, strengthen compliance through clear audit trails, and enable staff to resolve enquiries more quickly. Proven at scale across public and private sector clients, Capita’s scanning and indexing services help organisations modernise records management while improving operational efficiency and customer satisfaction.