Important mandatory requirement information

Online forms can be either:

• filled in online, printed and then faxed, delivered by hand or posted to the agency
• filled in online and submitted electronically.

Online forms can also automatically run checks on the information supplied to ensure that it is complete and correct.

Why must I?

Under the Online Content Requirements, agencies are required to provides forms for public use (printable or online versions) for government services.

If it is not possible for a form to be made available online, information about alternative ways of obtaining and completing the form are to be provided.

Online forms provide benefits to the public:

Improved availability – forms can be accessed and submitted outside of business hours and do not have to be collected from a physical location.

• Improved data capture and validation - problems can be reported in real time as the form is being completed.
• Improved accessibility – online forms can be read and completed by some people more easily than hardcopy forms, for example through browsers/screen readers.
• Instant receipting or delivery confirmation – if the form is submitted online.

Online forms provide benefits to agencies:

• Reduced logistics effort – the user is involved in print and distribution.
• Version control – updated forms are instantly available and there is no outdated print stockpile.
• Consistency in delivery – with information provided alongside the form.
• Reduced manual processing time and errors – data can be validated at input and automatically entered to backend systems.
• Reduced development, operational and support costs by leveraging off existing whole of government service offerings (e.g. http://smartforms.business.gov.au/DeveloperResources/pages/Default.aspx).

What must I do?

When determining the most appropriate online format for specific forms you will need to consider:

• cost
• complexity of the form
• nature and size of the user group
• authentication and security requirements.

Agencies also need to ensure the submission of online forms meets security, accessibility and privacy requirements.

When designing a form, or building a business case, you should consider your intended users, including:

• IT aptitude - this may affect the amount of ‘help text’ in the form and other support arrangements.
• Geography - this may affect options for submitting completed forms.
• Bandwidth - some users may not be able to download large files or maintain online sessions.
• Platform/application independence - some users may not have direct control over their IT environment, and this can be important if the form relies on particular applications or configuration settings.
• Business goal of the form - is it a simple 1-step interaction, or part of a complex series of steps? If the business process involves repeated reference to previous information, you may want to consider a web application.
• Discoverability - how will the audience find out about the service or the form?
• Consistency – consider other forms for related services, this may include forms from other agencies.
• Different presentation methods - there are pros and cons for all forms methods, including (but not limited to) RTF, HTML, PDF, Flash and XSLT.
• Business continuity - ensure you have another method/channel should the online form be unavailable.
• Wet ink signatures - the requirement for a ‘wet ink signature’ may affect options for submitting completed forms. Depending on the form’s purpose, there may be other methods available for ‘confirmation of completeness’, approval and authentication.

How do I?

When developing an online form (or converting an offline form to an online format), the following issues need to be resolved.

• Distribution – how will users discover the form?
• Data accuracy – what controls will be put in place to check for completeness or correctness before it is accepted? Potential answers could include cross-checking data in the form itself or against other online sources.
• Online submission and receipting – if the online form is intended to reduce manual processing, automating the submission process, determining what information should be available immediately after a successful submission and linking it into backend business process are all ways to reduce double handling.
• Automated data entry – make sure information is in a machine readable format for insertion into backend business processes.
• Associating completed forms with other items – does the form need to have online versions of payment or attachment processes as well?

Subjects:

• online forms
• SmartForms