Services
Six service lines. One operating standard.
This page sets out what each line covers, what we need from you before work can start, and what you receive back. All of it non-voice. None of it priced before we have run a pilot.
The common standard
Four things are true of every engagement, whichever line it falls under.
Service descriptions are easy to write and hard to hold to. What actually determines whether outsourced work holds up is the operating discipline underneath it, and that is identical across all six lines below.
A written procedure first
Volume does not start until the process is documented and someone other than its author can follow it correctly.
An independent review stage
Every batch is checked by someone who did not produce it, before anything is released back to you.
One named owner
A single person is accountable for your process. There is no account-management layer between you and delivery.
Reporting on a fixed schedule
Agreed metrics at an agreed frequency. Exceptions are raised by us rather than discovered by you.
Service lines
What each line covers.
Engagements often combine two or three of these. The columns below are what a scoping conversation works through.
Data management & processing
Structured handling of records at volume against a defined rule set — capture, validation, correction and ongoing maintenance. Suits any operation where the volume of records has outgrown the people available to keep them accurate.
What is included
- Data capture and keying from source documents or systems
- Validation against defined business rules
- Cleansing, de-duplication and standardisation
- Format conversion and structured migration
- Ongoing record and database maintenance
What you provide
- Source data, or access to the system holding it
- The rule set that defines a correct record
- A sample of correctly processed items
- Volume and turnaround expectations
What you receive
- Processed data in your required format
- An exception log for records that failed the rules
- Batch-level accuracy reporting
- The written procedure the work runs on
Document processing & digitisation
Converting physical and unstructured documents into indexed, searchable records. Typically a one-off backlog project followed by an ongoing intake process, though either can be taken separately.
What is included
- Document capture and indexing
- Field extraction from forms, invoices and records
- Classification and archival structuring
- Naming convention and index field application
- Output format standardisation
What you provide
- Source documents, scanned or physical
- Required index fields and naming convention
- Target system or output format
- Retention and handling requirements
What you receive
- Indexed digital records in the agreed structure
- An extraction accuracy report
- A log of illegible or incomplete source items
- The written procedure the work runs on
Back-office operations
Recurring administrative workflows that consume internal capacity without requiring internal knowledge. The test for this line is simple: if your team could train a new joiner to do it in a week, it can be run externally.
What is included
- Transaction and record processing
- Order and catalogue administration
- Reconciliation between systems or statements
- Exception handling against agreed rules
- Scheduled administrative routines
What you provide
- System access at the appropriate permission level
- The current process, however it is documented today
- Escalation rules for exceptions
- A named contact for decisions outside those rules
What you receive
- The process run to schedule
- Exception and escalation reporting
- Volume and turnaround reporting at agreed intervals
- The written procedure the work runs on
Business research & analysis
Gathering, verifying and structuring information so that a decision rests on something checkable. Every data point carries a record of where it came from, which is what separates research from collection.
What is included
- Secondary market and sector research
- Company, contact and directory compilation
- Verification against named sources
- Comparative and competitive summaries
- Structured reporting and data presentation
What you provide
- The question the research is meant to answer
- Any required or excluded sources
- Output format and depth expected
- The deadline it needs to meet
What you receive
- Structured findings in your required format
- A source record against each data point
- Notes on gaps and items that could not be verified
- A summary of the method used
Digital content administration
Day-to-day upkeep of digital platforms and the assets that sit on them. This is administration of your platform to your standard — the operational layer, not the creative one.
What is included
- Preparation and formatting to your template
- Platform and CMS administration
- Digital asset organisation and library upkeep
- Scheduling and release coordination
- Pre-release verification checks
What you provide
- Platform access at the required permission level
- Your template, formatting rules and approval process
- Source material and assets
- The release schedule
What you receive
- Material prepared and staged to your standard
- A pre-release check record for each item
- Broken link and formatting issue reports
- The written procedure the work runs on
Quality assurance & audit
An independent checking layer — either over work we deliver, or over a process you already run internally or through another provider. Taken on its own, this is often the cheapest way to find out whether an existing operation is performing.
What is included
- Checklist-based review passes
- Sample audits on completed batches
- Error logging and root-cause categorisation
- Corrective reprocessing where in scope
- Trend reporting on recurring failures
What you provide
- The standard the work is judged against
- Sample size or coverage expectation
- Access to the completed output
- Your definition of a critical versus minor error
What you receive
- Audit findings measured against your standard
- A categorised error log with root causes
- Corrected output where reprocessing is in scope
- Trend reporting across audit cycles
Scope limits
What we do not take on.
Stated here so you find out now rather than three weeks into a conversation.
Voice processes of any kind
No call handling, no telephone support, inbound or outbound. This is a deliberate scope decision rather than a temporary gap, and it is not something we intend to change. If your requirement includes a voice component, you need a different provider for that part.
Work that cannot be defined before it starts
If the standard for a correct output cannot be written down, the work cannot be run reliably at a distance and we will say so at the enquiry stage. Some processes need to stay in-house, and telling you that costs us a contract but saves you a failed one.
Licensed or regulated professional services
We are not accountants, lawyers or financial advisers, and we do not sign off work requiring a professional licence or statutory certification. We can run the operational process supporting such work — preparation, records, reconciliation — while the professional sign-off stays with your qualified adviser.
Volume beyond current capacity
We will tell you what we can staff today rather than what we hope to staff next quarter. If a requirement exceeds that, we decline it or propose a phased start. We do not accept work on the assumption that hiring will catch up.
Commercials
How engagements are priced.
Pricing follows the pilot, not the enquiry. We quote a fixed price for a scoped pilot batch, and only quote ongoing rates once the work has actually been run and we know what it takes.
Structure 01
Per unit
Priced per record, document or item processed. Suits high-volume, uniform work where each item takes a comparable amount of effort.
Best whenVolume is high and the work is consistent item to item.
Structure 02
Allocated hours
Reserved team capacity that you direct across anything within our service lines. Suits mixed or unpredictable work that does not divide neatly into countable units.
Best whenThe need is constant but the work varies week to week.
Structure 03
Fixed monthly
A defined process run to an agreed standard, schedule and turnaround for a fixed monthly fee. Suits steady, predictable load where both sides want budget certainty.
Best whenVolume is stable and the process is well understood.
To quote, we need
A description of the work
And
Approximate volume and frequency
And
A sample of correct output
And
Your quality and turnaround standard
Describe the process and we will tell you if it fits.
If it falls outside our scope, we will say so in the first reply rather than book a call to find out. That is usually faster for both of us.