Imaging and digitization at federal scale carry distinct challenges that go well beyond scanning paper. Each handoff between physical and digital environments creates a security, privacy, and operational risk that has to be managed end to end.

The main challenges Bronson tackled:

• Sensitive personal information. Paper records contained personal information collected through ESDC program administration. Every stage of the process had to demonstrate appropriate security and privacy controls.
• Multiple handoff points. Records moved between physical receipt, imaging, metadata capture, secure transmission, physical return, and compliant destruction. Each handoff was a potential point of failure that required formal controls.
• Federal security review. All facilities, processes, and IT equipment had to be reviewed and approved by ESDC’s security authorities before production activity could begin.
• Strict service standards and timelines. Captured data had to be uploaded to ESDC within prescribed transmission timelines, and physical documents returned on a prescribed schedule.
• Scalability beyond the pilot. The pilot with the Pensions Business Line had to be designed and documented in a way that could be extended to other ESDC Business Lines without re-engineering the operating model.
• Repository integration. Captured images and metadata had to integrate into ESDC’s departmental digital repository in a format that supported future retrieval and use.

ESDC needed a delivery partner that could manage every link in the digitization chain, demonstrate compliance with federal security expectations, and produce an operating model that could scale across the department.

Our Solution

Bronson designed and delivered a structured, security-first imaging and digitization service tailored to ESDC’s federal context. The work was organized into the following streams:

1. Security Review and Pre-Production Approval – Before any production activity, Bronson worked with ESDC’s security authorities to obtain formal review and approval of all facilities, processes, and IT equipment used in the engagement. This pre-production security assurance step was a non-negotiable prerequisite given the sensitivity of the personal information involved.
2. Receipt and Physical Document Handling – Bronson received paper and other hard copy records from ESDC, handled all physical records throughout processing, and stored documents securely during the imaging window. Strict chain-of-custody and storage controls were maintained at every stage.
3. Imaging, Metadata, and Index Data Capture – Bronson converted paper records to electronic images and generated and captured the identified metadata and index data required for ingestion into ESDC’s departmental digital repository. Quality control processes were applied to ensure image accuracy and metadata completeness before transmission.
4. Secure Electronic Transmission to ESDC – Captured images and metadata were uploaded to ESDC via secure electronic transmission mechanisms, in adherence with ESDC’s service standards and transmission timelines. Privacy of personal data was maintained throughout the upload lifecycle.
5. Physical Return and Compliant Destruction – Bronson returned physical documents to ESDC on a prescribed schedule guided by established service standards. Captured data was retained on secure backup storage media until ESDC authorized destruction, at which point compliant destruction of all retained data was conducted.
6. Project Authority and Stakeholder Engagement – Bronson maintained extensive and ongoing communication with the ESDC Project Authority and designated key stakeholders throughout the pilot. Roles and responsibilities were confirmed early, the project plan was validated, the schedule was actively managed, and obstacles were identified and resolved as they arose.
7. Pilot Refinement for Future Business Line Onboarding – The pilot with the Pensions Business Line was structured to surface delivery challenges and refine operational processes before the imaging service was extended to other ESDC Business Lines. The pilot doubled as a validated template for subsequent onboarding.

Key Deliverables

• ESDC Security-Approved Facilities, Processes, and IT Equipment – Formal security review and approval of all facilities, processes, and IT equipment used in the engagement, obtained from ESDC’s security authorities prior to production commencement.
• End-to-End Mailroom Imaging Service – A delivered enterprise mailroom imaging and digitization service covering receipt, physical handling, imaging, metadata capture, secure transmission, physical return, and compliant destruction.
• Digitized Paper Records and Metadata – Electronic images and captured metadata for ESDC paper records, prepared in a format that integrates directly into ESDC’s departmental digital repository for future retrieval and use.
• Secure Transmission Workflows – Documented secure electronic transmission workflows aligned with ESDC’s service standards and transmission timelines, protecting personal data throughout the upload lifecycle.
• Document Return and Destruction Protocols – Documented protocols governing physical document return on a prescribed schedule and compliant destruction of retained backup data following ESDC authorization.
• Project Management and Stakeholder Engagement Outputs – Project plan validation, schedule management, and ongoing communication artifacts supporting close coordination with the ESDC Project Authority and designated stakeholders.
• Pilot Process Documentation for Business Line Scale-Out – Documented and validated pilot processes prepared as a template for onboarding additional ESDC Business Lines following successful pilot completion.