Feature

From Document Manager Magazine Vol 18 No 02 - April 2010

Dr. Vijay Magon of OITUK attempts to dispel some of the myths surrounding electronic forms: is this a technology whose time has finally come?

With the growing rise in online business and e-commerce, organisations need a simple, cost effective way to capture and track transactions to successful conclusion. Studies carried out by Gartner and Microsoft clearly show significant and tangible savings where eForms are deployed. So why aren't more organisations using eForms? To answer this question, it's worth looking closely at a technology which may finally hold the secret to eliminating - or at least reducing - our dependency on paper.

The marketing message sounds impressive: "eForms provide the ability to capture and workflow business forms in a manner 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, check-boxes, 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 users fill the forms, data is collected behind the scenes and on 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." As a technology, eForms certainly offers the required functionality. But technology on its own does not make a cost-effective solution - it is one component in a framework which includes procedures and policies to deliver strategic objectives.

WHICH EFORM?

Paper forms are still in widespread use primarily because of paper's portability and ease of use - and they have benefited from improvements in recognition technologies for automated data capture. Electronic forms have existed in various guises since the seventies. There are several types of eForm, 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 use of standalone forms when PCs started becoming available - desktop applications 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 process management behind such forms led to rising costs due to lost productivity, errors, poor customer service, etc. Predictably, such standalone forms soon fell out of favour. Integrated eForms provide end-toend functionality from design, through submission and output management, to fulfilling specific business requirements. eForms are essentially structured data entry screens used for collecting data which can be used to feed front and back-end systems used in business processes, for example, HR and ERP applications, reporting tools, letter generation, etc. But these forms should not be seen solely as tools for data collection. The essential functionality must include:

?? A form that intelligently changes according to each individual user session. Depending on one answer, different choices are given for the next question

?? Users are led through the form filling process from beginning to end with a point and click interface. As a user answers questions, a form is built electronically

?? eForms link intelligently to any supporting documents

?? System administrators can change the way the form presents itself

?? Form design should not require programming, (although more complex forms will require some IT input) thus 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 centralised 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 information repository. Receipt of the completed forms may trigger back end workflow applications.

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

FRAMEWORK & STRATEGY

This functionality paints a picture of an eForms Framework which helps to define a business strategy. Simply implementing technologies will not solve a problem or generate benefits; the trick is to understand careful application of available (and emerging) technologies. A practical and effective eForms strategy should include the following key components: 1.Requirements Analysis 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?

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 forms and how the data can be used to automate back-end processes? Understanding the process is key to developing effective eForms, keeping in mind the mantra: "data should be keyed in once!"

2.Development The output from requirements analysis will most likely point to development of one or more eForms. An eForms designer - an application which allows designated users to build and maintain electronic forms and publish these for use within web browser environments - should provide all the necessary tools for creating, revising, publishing, and managing forms. Key functionality includes:

?? Integration with back-end databases to validate information, reduce errors and keying. 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 - easily justified if the end user experience can be enhanced in terms of clarity and simplicity. It is worth noting that integration also serves another valuable purpose: instant feedback to the user during the form filling process - this cannot be achieved with paper forms

?? Where possible controlled options will be provided, such as pick lists, radio buttons and check boxes. 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 multi-page forms.

?? Allow users to see the results, e.g. summary display, PDF output, etc. which can be emailed and/or printed. Users must be able to see the results of the form process otherwise they will not use the eForms.

3.Deployment The eForms designer will allow designated users to publish forms. A published form can be accessed via business intranets or customer facing sites on the Internet (or both). This will typically take the form of web pages or portals containing links organised via the existing classification system, e.g., clicking on "Time Sheets" may display one or more forms relating to weekly/monthly time sheets. Thus eForms can be accessed and completed online by anyone who wishes to engage with the business/department.

4.End User Experience The end user experience of the form filling process is key to success or failure. Users must be intuitively led through the process of filling a form from beginning to end. As the user answers questions, a form will be built electronically and all data saved in a SQL database. The form must be simple to use and navigate - 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. As a minimum, users expect the following:

?? Access and form-fill via the We

b; ?? Forms must be smart, interactive, and guide the user;

?? Allow users to fill in a form over time - return to un-completed forms;

?? Preview, print, and email facilities to "see how the form will look" including the ability to save and retrieve;

?? Support online calculations and population of form fields;

?? Clear indicators on unanswered questions;

?? Online help notes;

?? Route/workflow forms for approval/verification purposes, with options for resubmitting a form without having to "go back to square one";

?? A clear end point where a form is completed and submitted as an online transaction.

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

?? Collection of the required information at source, at the time of filling in form, using standard, off-the-shelf databases;

?? Facilities for setting up standard templated output documents - these are auto-populated using data collected via application forms, complete with organisational logos, contact information, and any standard text within business documents;

?? Integrate completed forms with back-end document repositories and workflow systems, preferably via support for Web APIs;

?? All the data gathered on the form has to be available to any number of third-party systems, so options must be available for packaging this using XML, WebAPI, CSV, etc.

6.Reporting Reporting serves two distinct requirements:

?? Provide statistics to establish how the forms are being used, and who uses the forms;

?? Provide information on output from the forms and how the output is used to drive the business processes

7.Support Training for forms designers is a key part of the eForms strategy - to build good quality forms that enhance the end user experience. This has a direct impact on costs and training requirements for end users: there should be no need to train end users if forms are well designed. Consequently, the focus shifts to a well thought-out and purpose built forms designer, further supported by instructions, help guides, training and a helpdesk, along with other visual aides such as videos.

ENVISAGED BENEFITS

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

?? Significantly reduce the time taken to design online forms

?? Improved service to users by automating feedback

?? Reduction in data duplication and errors

?? Reduction in printing and management costs currently incurred when forms are revised

?? Standardisation of procedures and templates, and a reduction in the use of paper generally

?? Forms can be completed by nonspecialist staff, thereby freeing trained and experienced staff to concentrate on processing applications

?? Improved use and access will help promote integrity of business data and its use within business processes.

?? Integration with back-end EDM & Workflow solutions and databases.

More info: www.oituk.com

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