Notes

Dear Wendy,

For your information, there were scanning tests conducted between 1 to 4 Sep 2020.

Target:
To scan and verify 1,400 documents per day (The daily filing number as at Jul 2020. The number may be increased subject to reasons such as increase in caseload. As reference, the number was around 1,200 in Nov 2019)

Resources involved
4 JAS and 2 scanning machines

Results:
Only an average of 204 number of documents could be scanned per day. By estimation, we are only able to absorb the documents filed for newly commenced PI cases per day.

Please find below with the summary:-
Date Hours spent No. of documents scanned No. of pages scanned Average No. of documents scanned per hour Remarks
1.9.2020 (Tue) 4.5 hours 217 1,912 48 QC and fixed up by vendor in the morning session
2.9.2020 (Wed) 6 hours 242 2,228 40
3.9.2020 (Thu) 5.5 hours 141 2,264 25 1 scanner was used for vendor checking in the afternoon
4.9.2020 (Fri) 4.5 hours 216 2,394 48
Total (Average per day) 20.5 hours (5) 816 (204) 8,798 (2,200) 40
Findings
(A) System and equipment
System performance was not stable. There were reports of (i) error messages where we were forced to close and restart the IE browser (ii) unable to load image on the first day but not for other days. We were advised by ITOT that it was caused by the unstable network connection of the testing network
2 out of 8,798 documents got missing pages i.e. the summary provided by the system did not tally with the actual documents. e.g. the actual documents got 16 pages but the summary shown 15 pages. We noted from ITOT that the problem has been sent to the Framework team for investigation but they were not able to repeat the problem at the testing site.
Some words of tiny size or the page only contains a few words, system would treat those as blank page. We were advised by ITOT to operate by way of special steps. (Note: Takes extra time to operate)
The time for scanning and verification of the scanned images were relatively short when compared with the actual loading time of document image to system. As demonstration, it is of standard practice for the scanning staff to check twice of the content due to design and incorporation of the scanned materials from the scanning programme to iCMS. Staff took 19 minutes in the 1st check and 14 minutes in the 2nd check of a bundle of 91 pages of documents. As to frequency of loading images to iCMS, as per expert opinion of ITOT and due to heavy network traffic, images will only be uploaded twice in a day unless it is classified as urgent document i.e. at 1230 at 1900. That said, we are only able to verify the content of documents submitted in the morning session until in the afternoon. While for those submitted in the afternoon session, we can only conduct checking the next day. For operational impact, we cannot scan and verify the documents in one go. Further, the longer that the scanning team are to keep the documents, the chance of other sections to retrieve documents from the scanning team will increase. Extra effort has to be spent on retrieving documents from the pending scanning/verification pool.
The scanning performance was affected by paper jamming problem. On average, there were around 10 times reported for paper jam. The situation has improved a bit after vendor approached the scanning team and fix the problem. However, there were still 6 occasions with paper jam. We were advised that paper jamming may be due to the rubbers for rolling the papers inside scanners were worn out. Due to such problem, extra steps on fixing regularly is necessary.
Insufficient scanners. There is no spare machine.

(B) Staff
At the moment are not experience enough, training and refining workflow is necessary in order to speed up performance. However, the existing test was performed under a controlled environment. There was no document integration/movement with/between the Registry/Accounts/MCO and Courts. Even though when the scanning staff are trained up, they have to manage extra duties such as marking in/out of documents and retrieving documents urgently as per request of JJOs and other teams
There was no break for the scanning team during the test and they were highly concentrated on the screens for verification of images. Given the reasons quoted under (A)2 and 3. above, extra resources had to be spent on the verification task. It imposes OSH issue.
There is no relieving staff and consideration has to be given on leave of staff, including vacation leave and sick leave.
Insufficient manpower to take up the heavy workload. Staff cannot met the target of scanning 1,400 documents per day. On average, 4 JAS were only able to scan and check around 200 documents per day

Recommendation
To include some staff to help out the pre-scanning, such as remove staples, check and mark the number of pages of documents in the scanning form to facilitate verification as we have to be certain on the number of pages in the original document can tally with the scanned images, mark in/out documents, etc and post scanning works e.g. to reinstate the documents in their original sequence. It is noted that around half of the operating hours were spent for pre and post scanning actions.
By direct projection of the existing resources to the limit of 1,400 documents (7 hours [by excluding meal/restroom break] x 40 [average No. of documents scanned per hour] = 280 [for 4 JASs and 2 machines]), we will need 5 times of the existing manpower and equipment to fulfill scanning and checking of 1,400 documents per day. Further refinement on workflow and the support of 1. above is necessary in order to allow staff to only focus on scanning and verification plus to maximize usage of the scanning machines.
We need to perform testing in the production environment so as to confirm if system performance, such as speed and accuracy is up to standard and if further fine-tuning is necessary. The original plan is to start the test after the roll out of 6 Mag Cts and in Nov 2020. Besides, this is the chance for our better projection of resources as there will be document movement with other sections such as the registry, accounts, MCO and court support
On site support of ITOT for our action on 3. above is necessary. We were able to inform ITOT immediately on problems found and for their consideration on fix up and fine tuning in the current test. I consider this as an effective means to communicate direct and aiming at problem solving and improvement. It is considered that the existing version is not yet perfect such as we found missing pages on scanned version.
Something has to be done on the paper jam part in particular, the vendor may not be able to provide urgent requirement service. We were given to understand that the rubbers were worn out. However, there is yet heavy duty work deployed to both scanners.

I stand ready to discuss when necessary.