Electronic Forms - The Nugget of Hope!

Paper ... The Legacy
Why do we like paper so much? Is there some genocode in our makeup that inextricably binds us to paper? While we wait for some clever scientist to discover the link and maybe an enterprising pharmacist to develop anti-paper tablets we can take every morning, what do we do in the meantime?

Back in the eighties when personal computers came into being, pundits predicted the demise of paper - computers and electronic storage systems were going to wean humans off paper. Computers did not solve the paper problem; in fact. they made it worse through widespread access to low-cost technology to print more. The growth of ink cartridge shops in our high street could not have been predicted!

eForms ... The Nugget of Hope!
Amongst predictions about the impact of amazing developments in hardware and software technologies rested a less-publicized nugget about the imminent and rapid growth of electronic forms, or eForms. With the growing rise in online business and e-commerce, organizations need a simple, cost-effective way to capture and track transactions through the various processes, to successful conclusion. Studies carried out by Gartner and Microsoft clearly show very significant and tangible savings where eForms are deployed. Why aren't more organizations using eForms? To answer this question, it's worth looking closely at this technology and why this nugget may still hold the secret to eliminating, or at least minimizing, our dependency on paper.

The marketing message goes as follows: "eForms provide the ability to capture and workflow business forms and is completely compatible with any application and any industry. Best of all, the form is very easy to setup and use - the user simply fills out drop-down lists, checkboxes, radio buttons, and text fields that can be validated in real time. The form-filling process is intelligent; depending on one answer, different choices are given for the next question(s). As the users fill the forms, data is collected behind the scenes and, upon completion, is used to generate an actual form in a read-only format, together with the full data set, which can be used to automate back-end business processes."

This sounds good, but is it a viable business proposition and can it really deliver what it says? As a technology, electronic forms certainly deliver the required functionality. But technology on its own will not deliver a cost-effective solution. It is a key component in a framework, which includes procedures and policies to deliver strategic objectives. So, let us start at the beginning - what is an electronic form?

Which eForm?
We are all familiar with pForms, or paper forms - these have been around and in use since paper was invented. They are still in widespread use, primarily because of paper's portability, free of batteries, and benefit from improvements in recognition technologies for automated data capture. Electronic forms have been in existence in various guises since the late seventies. There are several types of electronic forms, ranging from basic (standalone) forms that can be downloaded from web sites, filled in electronically (or by hand) and printed, to interactive and complex (integrated) electronic forms that provide functionality to capture data keyed in by users in an online environment, complete with data validation and integration with business processes. There was a rapid rise in the use of standalone forms when PCs started becoming available. Desktop applications like PageMaker, Word and Excel allowed users to create forms for data collection and for initiating transactions. However, the design, deployment and form-filling tasks remained unconnected with the business process and soon these forms served little purpose beyond filling and printing! Worse, lack of processes and management behind these forms led to rising costs due to lost productivity, errors, poor customer service, etc. Soon, these preprinted or standalone forms lost confidence and favor.

Integrated electronic forms - eForms - provide end-to-end functionality from design, through submission and output management, to fulfill specific business requirements. eForms are essentially structured data entry screens used for collecting data, which can be used to feed any number of front and back-end systems used in business processes, reporting tools, letter generation, etc. But these forms must not be seen as simply tools for data collection - there is more. The essential functionality must include:

• The ability to use a form that interactively changes according to the needs of each individual user's session. The user simply fills out drop-down lists, and depending on one answer, different choices are given for the next questions - intelligent navigation.

• Users are lead through the process of filling out a form from beginning to end with a point-and-click interface. As a user answers questions, a form is built electronically.

• These electronic forms link to supporting documents of all types.

• The system administrators have the ability to change the way the form presents itself.

• The form design must not involve programming. Although more complex forms will require some IT input, users who understand the business process are ideally placed to design forms.

• The eForms system is independent of any back-end business system, although it can be integrated; consequently, it can be used to collect data for any back-end system, including centralized information repository systems.

• Upon completion, the form is automatically saved and integrated into a back-end repository, which allows users to access and search for the form based on data populated in the form, directly from the repository. Receipt of a completed form may trigger back-end workflow applications.

• eForms must be detached from any front-end application, to avoid counting eForms users as concurrent users, eliminating any licensing implications. The system must support unlimited access by internal and external users.

eForms ... Strategy and Framework
Functionality identified by users paints a picture of an eForms Framework, which helps to define a business strategy; simply deploying an eForms application will not deliver the business strategy. This stems from expensive lessons learned elsewhere. Simply implementing technologies will not solve the problem or generate benefits; the trick is to understand careful application of technologies.

A practical and effective eForms strategy, with eForms as a key component, can be readily identified. Such a strategy must include the following key components:

1. Requirements Analyses
This is surely the starting point. There is a business requirement, and the need for an eForm may be obvious, but what about the processes on either side, and how can technology and processes be orchestrated to deliver measurable business benefits?

Simply converting an existing paper or standalone form to an eForm will not be sufficient without consideration for the role played by the form within a business process - the form may play a key role in a process, it is not the solution for the process. For example, does it make sense to design a timesheet form to capture the weekly hours worked by employees without looking at how employees will access and fill out forms and how the data can be used to automate back-end processes? Understanding the process is key to developing effective eForms that must connect the development, form filling and output tasks to the business to maximize automation and auditing, keeping in mind the mantra that data should only be keyed in once!

2. Development
The output from requirements analyses will most likely point to development of one or more eForms. eForms must be developed using software designed to build electronic forms rather than general purpose software. An eForms designer - an application that allows designated users to build and maintain electronic forms and publish these for use within web browser environments - will provide the necessary tools for creating, revising, publishing and managing forms. The key functionality must include:

• Integration with back-end databases validates information, and helps reduce errors and keystrokes. It will be interactive and, therefore, will ask only appropriate and relevant questions. Selected questions can be tagged as mandatory. Intelligent navigation is a requirement and will require some IT input - this is easily justified if the end user experience can be enhanced. It is worth noting that integration also serves another valuable purpose: instant feedback to the user during the form filling process, which cannot be achieved with paper forms.

• Where possible, controlled options will be provided, such as pick lists, radio buttons and checkboxes. This will streamline the completion of questions to a one key entry.

• Facilities for designing and maintaining electronic data entry screens complete with data validation rules and page navigation within multipage forms. Once published, this will provide a number of "application forms" that users can fill in. The forms should be created and managed by users without specialist knowledge.

• Facilities for users filling in forms to see the results, e.g. summary display, PDF output, etc., which can be e-mailed and/or printed. Users must be able to see the results of the form filling process; otherwise they will not use eForms!

3. Deployment
The eForms designer will allow designated users to publish forms. A form when published can be accessed via one or more web sites - business intranets or customer facing sites on the Internet (or both). This will typically take the form of web pages or portals containing links to required forms. Subcategories can also be supported. Clicking on a subcategory may display other options below that, etc. Thus, eForms can be accessed and completed online by anyone who wishes to engage with the business or department.

4. End User Experience
End user experience (the form filling process) is key to success or failure. Users must be led through the process of filling out a form from beginning to end with a point-and-click interface. As the user answers questions, a form will be built electronically and all the data will be saved in a SQL database. The form must be clear and simple to use and navigate through - the business process drives the inherent workflow within forms and this must be clear to avoid confusion and interruption. Above all, users must be able to see the result of what they key in at every stage of the process; instant feedback scores huge productivity advantages over paper and standalone forms. The ability to e-mail, print, preview, etc. will be vital to the success or failure. At a minimum, users expect the following:

• The opportunity to access and form-fill via the web.
• The form must be smart, be interactive, and guide the user.
• The ability to fill in a form over time - return to uncompleted forms.
• Facilities to "see how the form will look" including the ability to save and retrieve.
• Support online calculations and population of form fields.
• The system will have clear indicators on unanswered questions.
• Navigation around the screens will be very simple.
• A clear end point where a form is submitted as an online transaction.

5. Output Management
Once the form is completed and submitted, the results provide the output required to drive the remainder of the business process. This output must be made available as data and as a locked transaction - a document - that binds the data to the form. The latter represents an image of the completed form - generally a web-friendly PDF file that represents a vital record of the online transaction and must be saved or archived in compliance with business guidelines. An eForms system must include:

• Collection of the required information at the source.
• Facilities for setting up standard (template) output documents.
• Integration of forms with back-end document repositories and workflow systems.
• All the data gathered on the form to be used by any number of third-party systems.

Benefits of eForms
A well-thought-out eForms strategy will deliver measurable business benefits, including:

• Significant reduction in the time it takes to design online forms.
• Improved service to users by automating feedback.
• Reduction in data errors by controlled data collection and validation at source.
• Reduction in the high printing and management costs incurred for form revisions.
• Standardization of procedures and templates, and a reduction in the use of paper.
• Forms may be completed by staff that do not need to specialize in the application.
• Improved use and access to promote integrity of business data.
• Integration with document management, line-of-business and workflow applications.

It is satisfying to know that the paper problem will be solved in the future .... after all, there is no evidence of paper on board the Starship Enterprise!

[Source: ECM Connection]