Org Wide Forms Review - cdn.ymaws.com

Conducting an organization wide

forms review BFMA 2014 Conference

Craig Dartnell, Howick Design [email protected]

Agenda

•  Project overview

•  Issues common to most forms

•  Examples of problems solved

•  Q&A

About me

•  Specialist forms consultant

•  20+ years forms experience

•  Operate outside North America

•  Diverse range of clients

Why do we have problems ?

•  People don’t like filling in forms

•  People have a distorted view of their form filling ability

•  Most business people think they know their public

•  Many people think that designing forms is easy (especially graphic designers)

The costs of printed forms

•  80% of business documents are forms

•  $94 – $120 billion per annum

•  $1 spent on purchasing = $97 spent on processing

•  30% obsolete before being used

•  85% of business process start with a form

Source: Gartner Group & Price Waterhouse Coopers

Focus on Reducing Price and using Technology

“Just because it’s online doesn’t mean that it’s good”

Project Overview

Overview

•  Major Australian Government Department

–  Responsibility for social security payments

–  Wide range of form fillers

–  Applies to both paper and electronic forms

•  Previous studies – high error rates (nearly 100%)

•  Legislation paid little attention to public needs

•  Commissioned by minister responsible

•  Oversight by parliamentary committee

“[The agency] should strengthen its focus on improving communication with customers. We need to increase confidence in [the agency] by ensuring that we send out consistent and clear messages to customers. I will continue to take a high level of interest in improvements you make to letters and forms to make them easier to understand and use for customers.

Substantial progress is required in this area and I expect you to give it high priority and be able to report regularly on progress achieved.”

Statement of expectations

Old page layout

( )

( )

( )

( )

PART A

Title e.g. Mr, Mrs, Ms, Dr

Other names you havebeen or are known by:e.g. maiden nameor clan or skin name Is this a

Are you:

2 Do you have a partner?

Partner’s name

Do you authorise us to disclose information about yourpayments to your partner?You can change this authority at any time.

1 What are your contactdetails?

Your family name

Home address

Date of birth

First given name

Second given name

Country of birth

Postal address(if same as homewrite ‘as above’)

Is this a silent number?

Can we contact you inanother way? Mobile

Email

Work

Other

Date of birth

Daytime telephone numberwe can contact you on

Postcode

Postcode

Fax

YesNo

Yes

No

No

Please give details

previous married name maiden name

other

Aboriginal or Torres Strait Islander name

Male Female

Yes

YesNo

Personal details

Old page layout

$

Job 1

per week$

Job 2

per week$

1 Do you have any money held inbank, building society or creditunion accounts?This includes money in termdeposits, joint accounts, accountsin any other name, church orcharitable development funds.

What is the CURRENT balance of the account whereyou want your payment made? (This is the account younominated at PART A, Question 14.)

Yes

No

Please attach proof of bank balances(e.g. savings slips, statements, passbooks).

$

Name of bank, building society or credit unionBranch where your account is heldor (BSB) if known

Account number Account held in the name(s) of

What type of account(e.g. savings, cheque, passbook)

Please give details of all your accounts.

2 How much cash do you have?Do not include cash held to meetday-to-day expenses and to payoutstanding bills.

$

Balance

If you have MORE accounts please attach details on a separate sheet.

3 In the last 2 years, have youreceived, or do you expect toreceive, any leave entitlementpayments from an employer youhave worked for?This includes annual leave, maternityleave, long service leave or sickleave you received when youstopped work, entitlements that youcashed in before you stopped workor money in a long-service leavefund or scheme that you have notcashed in.

Yes

No

You will need to attach documents which confirm your leave entitlementpayment (e.g. Employment Separation Certificate form.If you do not have this form, call us on 13 8888 or go to our website atwww.agency.gov.au).

If you are unable to attach documents, please give details below.

Leave entitlement details

( )

Australian Business Number (ABN)

Address

Phone

Job description

Type of leave entitlement payment

Amount you receivedor expect to receivebefore tax and otherdeductions

Number of working dayscovered by the payment

Date paid ordate payable

Leave entitlement details

Australian Business Number (ABN)

Address

Phone

Job description

Type of leave entitlement payment

Employer’s details Employer’s detailsIf you have payments frommore than 2 employers, pleaseattach a separate sheet withthe details.

PostcodePostcode

For information about income and assets please refer to the information booklet.

NOTE: Do NOT provide the balance of your parent’s account if you are under18 years and the payment is being paid directly to your parent’s account.

Employer’s business name Employer’s business name

Amount you receivedor expect to receivebefore tax and otherdeductions

Number of working dayscovered by the payment

Date paid ordate payable

Income and assets detailsPART D

Go to Question 2

Go to Question 4

( )

Old page layout

B14 What is your CURRENT marital status?

Go to Question B15 below

your illness

partner’s illness

Go to PART C on the next page



OR indefinite

Address (if known)

Postcode

Phone number

Is there any chance of reconciliation? Don't know

partner in gaol

other




B15 Does any person of the opposite sexregularly stay in your home?

Do NOT include:¥ your children, parents, brothers or

sisters; or¥ visitors or temporary guests.

INCLUDE anyone of the opposite sex who:¥ regularly stays two or more nights per

week; or¥ uses your home as home base

(e.g. a truckdriver, fisherman or minerwho works away from home).

No Go to PART D on page 8

Go to PART D on page 8

Single (never married, never lived with a partner)

Date of divorceDivorced

Date of partner’s death

Widowed Name of deceased partner

Have a partner, butunable to live together

Period of separation: from to

Married and currentlyliving together

De facto and currentlyliving together

Their date of birth

Separated (includesde facto couple whoare separated)

Name of former partner

Date of separation

Reason:

Date of marriage

Date started living de facto

No Yes

Yes

You may need to complete a Living Arrangements form (ABC123).We will advise you if this form is required.

( )

Person’s full name Relationship to you Age

Give details

Old page layout

$

Name

Address

Postcode

Go to PART D on page 13

8 Have you ever paid any other feesfor this accommodation?This could include entrycontributions, gifts or loans for thisaccommodation.

What were thesefees for?

Yes

No

How often have youpaid these fees?

Weekly

Annually

Fortnightly

Lump sum

Monthly

Other

How much have youpaid?

When did you pay this?

Who did you pay this to?

Your partner’s share(if you have one)

What is your share of therent/lodging for the premises?

What is the total rent/lodgingfor the premises?

7 How much rent do you (and yourpartner) pay for youraccommodation each week?You may be entitled to RentAssistance.

SmartpayYou might be able to have your rentpayment automatically deductedfrom your payment and paid directto your landlord/agent.Ask us for details.

pere.g. weekly,fortnightly, monthly$

per e.g. weekly,fortnightly, monthly$

pere.g. weekly,fortnightly, monthly$

6 Do you live in public housing?e.g. Housing Commission,Department of Housing.If you are unable to answer anyparts of this question, we canobtain the information from thelocal Public Housing Authority.NOTE: We ask for this information toassess whether we can pay youRent Assistance.

Yes

No

Are you (or your partner) the PrimaryTenant?i.e. your name is on the rental contract orlease with the Public Housing Authority.

Yes

No

YesNo

Do you pay the Primary Tenant for your accommodation?

Does the State or Territory Housing Authority know that youare living at this address and your income has been takeninto consideration when the rent was calculated?

Yes

No

Is the Primary Tenant paying rent atthe Market Rate?

Don’tknow

YesNoDon’tknow

Go to Question 7

Don’tknow

Go to Question 7

Go to PART D onpage 13

Project overview

•  Staff selection

–  Most staff familiar with content of forms reviewed

–  Some had previous experience in looking at form needs

–  Guided by forms language expert – especially in workshops

Project overview continued

•  Very brief preliminary training

–  Why designs are changing

–  What constitutes a good form?

–  Guidelines on how to review forms

–  Guidelines on how to structure questions

–  (See symposium website for copies of these documents)


•  Common question sets developed

–  Much repetition across forms

–  Workshops to determine common elements

–  Specialist advice on language and structure

–  Developed a special test form that contained most common question sets

–  Business owners able to observe testing

Sample common question set

Name of bank, buildingsociety or credit union

Branch where youraccount is held

Account number(this may not be

your card number)

Account held in the name(s) of

The bank, building society or credit union account must be inyour name. A joint account is acceptable.

Are you of Aboriginal or Torres Strait Islander origin?If you are of both Aboriginal and Torres Strait Islander origin,please tick both ‘Yes’ boxes.

Questions 1 and 2 are optional and will not affect your payment.If you do answer, the information will help us to continue toimprove services to Aboriginal, Torres Strait and AustralianSouth Sea Islander peoples.

Financial Institution Details

Where do you want your payment made?1

Aboriginal/Islander Origin

1

Are you of Australian South Sea Islander origin?2No

Yes

No

Yes – Aboriginal

Yes – Torres Strait Islander

Branch number (BSB)

Sample common question set

Interpreter

What is your preferred written language?

Go to 3

What is your preferred spoken language?

No

Yes

Do you need an interpreter when dealing with XXX?

This includes an interpreter for people who have a hearing orspeech impairment.

To speak to XXX in languages other than English,call 13 8888.

1

Go to next question

2

3

Have you given us your tax file number before?

Go to 3

Tax details

Go to next questionNot sure

Yes

You are not breaking the law if you do not give us your tax filenumber, but if you do not provide it to us, or authorise us toget it from the Australian Taxation Office, you may not be paid.

Please read this before answering the following questions.1

Please call us on 13 XXXX.

Your tax file number

Do you have a tax file number?2No

Yes

If your only income for this financial year is the payment youare now claiming, you may not have to pay any tax.

However, you may have to pay tax if you get any other incomethis financial year, such as salary or wages.

If you think you will have to pay tax this year, you can ask us todeduct tax instalments from your payment. You can change thisat any time.

If you are not sure how much tax to have taken out of yourpayment, contact the Australian Taxation Office.

Please read this before answering the following question.3

Go to next question

Amount(must be in whole dollars)

No

Yes

$ .00 per fortnight OR

Percentage (%)of taxable payment

% per fortnight

Do you want tax taken out of your payment?

Enter the amount OR percentage of tax you want takenout per fortnight.

Go to next questionNo Have you (and your partner) given us your tax file number(s)before?

Go to ##

Go to next questionNot sure

Yes


Your tax file number

No

Yes

Go to next questionNo

Do you (and your partner) have a tax file number(s)?

You


Your partner’s tax file number

No

Yes

Your partner

Please read this before answering the following questions.1

2

You are not breaking the law if you do not give us your (andyour partner’s) tax file number(s), but if you (and your partner)do not provide them to us, or authorise us to get them fromthe Australian Taxation Office, you may not be paid.

Note to designer:Use TFN sets as required for the form.<Customer only (use left side)Customer and partner (use right side)>


•  Ongoing workshops examine forms –  Look at content, not layout

•  Form design ‘guidelines’ developed –  Standards considered not flexible enough for

good design

–  Need to cover special circumstances

•  Redesign selected forms using best practice

•  Returned to business for review

•  Usability test (where applicable)

•  Review and sign-off by committee

Issues Common to Most Forms

Issue 1 – Initial instructions

How to claim

How to claim in 5 easy steps

Remember to return your forms to Centrelink within 14 days to ensure you are paid from theearliest date possible.If you cannot return all of the forms straight away, do not delay returning your claim form.If you are experiencing difficulty in returning your claim form, contact Centrelink on 13 2717.

Step 2

Step 3

Step 4

Step 5

Step 1

Make an appointment with your doctorTo help us decide if you can get Mobility Allowance we need a report from the doctor who normallytreats you.When you make the appointment please tell the receptionist that you need the doctor to completea Treating Doctor’s Report for Mobility Allowance.The time taken to complete the medical report may be claimed by your doctor under a Medicareitem when included as part of a consultation. If your doctor does not bulk bill, your consultationfee may be more than usual because of the extra time taken to complete the report.

Treating Doctor’s ReportFill in STEP 1 on the front of the Treating Doctor’s Report.Read the information and sign your name at STEP 2 on the front of the Treating Doctor’s Report.Your doctor may complete the report and give it back to you or send it directly back to Centrelink.If you cannot get an appointment with the doctor within 14 days do not delay returning your claimform to Centrelink.

Collect all the documents you needThe form tells you what documents you will need to provide as proof of identity (there is acomplete list of acceptable documents in the booklet Information you need to know about yourclaim for Sickness Allowance, Newstart Allowance, Youth Allowance, Disability Support Pension,Mobility Allowance).The form will also tell you what other documents you need to provide to support your claim (suchas documents to confirm Australian residence).If you cannot provide all of the documents straight away, do not delay returning your claim form.You can provide the other documents later. However you should provide the other documents assoon as you can. Your claim cannot be processed until Centrelink has all the documents.Please remember that Centrelink needs to see original documents (not photocopies).

Return the completed forms to CentrelinkReturn your forms to Centrelink within 14 days to ensure you are paid from the earliest datepossible under social security law. If you cannot return all of the forms straight away, do not delayreturning your claim form. If you are experiencing difficulty in returning your claim form, contactCentrelink on 13 2717.

Fill in the formsFill in the forms you need to complete. Please use black or blue pen.Check that you have answered all the questions you need to answer, and that you have signedand dated the forms.If you need help filling in the forms, phone Centrelink on 13 2717.

Forms in your claim pack

In your claim pack, you should have the following:

¥ Information you need to know about your claim for Sickness Allowance, Newstart Allowance,Youth Allowance, Disability Support Pension, Mobility Allowance

¥ Claim for Mobility Allowance

¥ Treating Doctor’s Report

This form should be accompanied by the bookletInformation you need to know about your claim for SicknessAllowance, Newstart Allowance, Youth Allowance, DisabilitySupport Pension, Mobility Allowance.

If you don’t have this booklet, call Centrelink on 13 2717 or go toour website at www.centrelink.gov.au

Office use only

CRN

Centrelink date of receipt

Telephone interim lodgement date

Logon ID

Receipt number

Mobility Allowance is paid to people with disabilities, illnessesor injuries who:

¥ are 16 years and over; and¥ can’t use public transport without extra help because of

their disability, illness or injury for 12 months or longer; and– are doing at least 32 hours over a 4 week period of voluntary

work, paid work, training or any combination of these; or– receive Newstart Allowance, Youth Allowance or Austudy and be

fulfilling the activity test associated with these payments; or– have an agreement to look for work with a disability employment

service or Job Network member; and¥ need to travel to and from their home as part of these activities.

Claim forMobility Allowance

Issue 1 – Initial instructions

•  Generally not read

•  Many forms had a lot of information all in a single block

•  Errors made were made completing the form because people missed important information

•  Generates telephone enquiries

•  Inconsistency in the way information is presented

Issue 1 – New cover layout

Claim forMobility Allowance

Filling in this form Please use black or blue pen.

Mark boxes like this with a or .

Where you see a box like this Go to 5 skip to the question number shown. You do notneed to answer the questions in-between.

What else you willneed to provide

You will need to provide proof of identity. There is a complete list of acceptable documentsin the Information Booklet.

This form tells you which other documents you need to provide to support your claim.

Depending on your circumstances, you may have to fill in other forms.

Interpreters andtranslations

If you need an interpreter or translation of any documents for Centrelink business, we canarrange this for you free of charge.

If you have a hearingor speech impairment

TTY service Freecall™ 1800 810 586. A TTY phone is required to use this service.

Use this form to claim Mobility Allowance if you are 16 years and over and have a disabilityand cannot use public transport without extra help. There does not need to be public transportin your area to qualify. You must also be undertaking a qualifying activity.

Mobility Allowance is not taxable.

You do not need to be getting any other Centrelink payments to qualify for Mobility Allowance.

You should have received the booklet Information you need to know about your claimfor Disability Support Pension, Sickness Allowance and Mobility Allowance with thisform. In this claim, this booklet will be referred to as the Information Booklet. If you do nothave this booklet, call us on 13 2717 or go to our website at www.centrelink.gov.au

When to use this form

For more information Call Centrelink on 13 2717, visit your local Centrelink Customer Service Centre or go toour website at www.centrelink.gov.au

To speak to Centrelink in languages other than English, call 13 1202.

Note: Calls from your home phone to Centrelink 13 numbers from anywhere in Australia arecharged at a fixed rate. That rate may vary from the price of a local call and may also varybetween telephone service providers. Calls from public and mobile phones may be timedand charged at a higher rate.

Returning your form(s) Check that you have answered all the questions you need to answer and that you havesigned and dated this form.

If you return required documents (and your claim form):• by post – we will photocopy your documents and return originals to you by registered post.• in person – we will photocopy your documents and return the originals to you.

Return this form, all additional documents and any other forms you are required to completeto a Centrelink Customer Service Centre within 14 days to ensure you are paid from theearliest date possible.

If you cannot return all the forms or documents within 14 days, contact Centrelink forextra time.

Issue 1 – New cover layout

•  Simplified text

–  Uses typical form filler language

–  Consistent across forms

–  Makes finding information easier

•  Most users scan – they don’t read everything

•  Important background information is contained in separate booklets

–  Prevents duplication of instructions

Issue 2 – Forms not signed

•  Original design

–  Statement placed after last question often missed

•  Hand icon

–  Added to signature space to attract form fillers attention

Your signature

Date

Issue 2 – Forms not signed

•  Revised design

–  Given a question number

•  Most form fillers sign the form

•  Standard declaration text developed

Your signature

Date

Statement58I declare that:• the information provided in this form is complete and

correct.• I have received the Information Booklet which includes

the privacy notice.

I understand that:• giving false or misleading information is a serious offence.• information relating to programs jointly administered with

another department may be passed to that department.• We can make relevant enquiries to ensure I receive the

correct entitlement.

/ /

Issue 3 – Declaration not read

•  Hand icon caused form fillers to go directly to the signature space

•  When icon removed, more form fillers read the statement

Your signature

Date

Statement58I declare that:• the information provided in this form is complete and


the privacy notice.




/ /

Issue 3 – Declaration not read

•  Some form fillers still failed to read the declaration

•  Could be solved by adding in a preliminary statement

Your signature

Date

PLEASE READ AND MAKE SURE YOU UNDERSTANDTHIS STATEMENT BEFORE SIGNING IT

58

I declare that:• the information provided in this form is complete and


the privacy notice.




/ /

Statement

Issue 4 – Checklists not used

•  Checklists were included AFTER the declaration and were ignored by most form fillers

•  Checklists are now numbered and included BEFORE the declaration

Details of vocational training(if you answered Yes at question 40)

Authorising a person or organisationto enquire or act on your behalf form (AA888)

(if you answered Yes at question 56)

Which of the following forms, documents and otherattachments are you providing with this form?If you are not sure, check the question to see if you shouldattach the documents.

57

Where you are asked to supply documents, attachoriginal documents.

Proof of your residence status(if you answered No at question 25)

Details of independent living skills or life skills training(if you answered Yes at question 41)

Details of self-employment(if you answered Yes at question 42)

Details of voluntary work(if you answered Yes at question 44)

Details of employment(if you answered Yes at question 43)

Proof of identity

Issue 4 – Checklists not used

•  Checklists are now cross referenced back to the actual question

Details of vocational training(if you answered Yes at question 40)

Authorising a person or organisationto enquire or act on your behalf form (AA888)

(if you answered Yes at question 56)

Which of the following forms, documents and otherattachments are you providing with this form?If you are not sure, check the question to see if you shouldattach the documents.

57

Where you are asked to supply documents, attachoriginal documents.

Proof of your residence status(if you answered No at question 25)

Details of independent living skills or life skills training(if you answered Yes at question 41)

Details of self-employment(if you answered Yes at question 42)

Details of voluntary work(if you answered Yes at question 44)

Details of employment(if you answered Yes at question 43)

Proof of identity

Do you want another person or organisation to enquire oract on your behalf when dealing with us?

56

Go to next questionNoYes You will need to complete and attach an

Authorising a person or organisation toenquire or act on your behalf form.If you do not have this form, call us on13 8888 or go to our website atwww.agency.gov.au

Issue 5 – Poor routing

•  Nested questions regularly fail

6 Do you live in public housing?e.g. Housing Commission,Department of Housing.If you are unable to answer anyparts of this question, we canobtain the information from thelocal Public Housing Authority.NOTE: We ask for this information toassess whether we can pay youRent Assistance.

Yes

No

Are you (or your partner) the PrimaryTenant?i.e. your name is on the rental contract orlease with the Public Housing Authority.

Yes

No

YesNo

Do you pay the Primary Tenant for your accommodation?

Does the State or Territory Housing Authority know that youare living at this address and your income has been takeninto consideration when the rent was calculated?

Yes

No

Is the Primary Tenant paying rent atthe Market Rate?

Don’tknow

YesNoDon’tknow

Go to Question 7

Don’tknow

Go to Question 7

Go to PART D onpage 13

Issue 5 – Poor routing

•  Turned into separate questions

•  Significantly easier for the form filler to work with

•  Note the additional routing in this example

Do you live with the primary tenant AND your income has beentaken into account by the public housing authority whencalculating the rent?

53

No

Yes

Go to next question

Go to 61

Does the primary tenant pay rent at the market rate?54No

Yes

Do not answer questions 55 to 69.Go to 70

Go to 61

Not sure Go to 61

That is, your (and/or your partner’s) name is on the tenancyagreement (lease) with the public housing authority.

Are you (and/or your partner) the primary tenant?52

Do not answer questions 53 to 69.Go to 70

No

Yes

Go to next question

Issue 6 – Section headings

•  Section headings can be misleading

•  Form fillers are inclined to skip over sections that they don’t THINK apply to them

i3 Give details about youraccommodation in thehospital or home

On what date did you move into this accommodation?

Please attach your latest lease, tenancy agreement or AccommodationCharge Agreement.

Hospital or home for people with disabilities

Go to PART J on page 19

i4 Did you pay a sum ofmoney or transfer anyassets to another personin return for thisaccommodation for life?

Address

Postcode

To whom?

Go to PART J on page 19

Life interest

Name of person or organisation

NoYes

Examples of problems solved

Example 1 – Orange bar

•  Initial explanation of orange bar below did not cause errors

Your name

Your address

Your details

Postcode

IMPORTANT NOTESome questions on this formare about your relationship with

Where this appears it refers to him/her.


•  Merged questions confusing to many

–  Very high error rate

living areas1 Do you andshare or have separate ...

sleeping areas

utilities(kitchen, laundry, bathroom)

share

share

share

separate

separate

separate

If not separate, describe the arrangements for sharing


•  Orange bar removed and explanation given

–  Improved appearance of forms

–  Reduced comments about the form being ‘unusual’ or ‘strange’

Other person’s name

Some questions on this form are about your relationshipwith this person. Where the words “the other person”appear, they refer to the abovenamed person.

1


Do you and the other person use the same kitchen?

What are your arrangements for sharing the kitchen?

28

Yes


Do you and the other person use the same laundry?

What are the arrangements for sharing the laundry?

29

Yes


Do you and the other person use the same bathroom?

What are the arrangements for sharing the bathroom?

30

Yes


Please read this before answering the question

Do you have a sexual relationship with the other person?

It is a requirement under social security law that we ask thefollowing question as one of the considerations for assessingthe relationship status.

33

Go to next question

Go to 39

No

Yes

Are there any other rooms or areas of the home that are for yoursole use and not shared with the other person?

Go to next question

Describe the areas

32

No

Yes

Do you and the other person use the same bedroom?

What are your arrangements for sharing the bedroom?

31

Yes


living areas1 Do you andshare or have separate ...

Give details

sleeping areas

utilities(kitchen, laundry, bathroom)

share

share

share

separate

separate

separate

2 Has your home been structurallyaltered since your separation?

3 Do you exclusively occupy anyarea of the home?

4 How long do you intend toshare accommodation?

5 Do you continue to share theuse of household goods andfurniture?

6 Do you pay rent?

Describe the arrangement

What is the total amount of rent for the property?Yes

No

What is the amount you pay? $ per week

To whom is it paid?

If not separate, describe the arrangements for sharing

Is there a lease?

Whose names appear on the lease agreement?Yes

No

Yes

No

Yes

No

When was it sighted?

About the place where you livePART A

$ per week

Yes

No

Does the place where you live have more than one living areasuch as a granny flat, caravan or converted garage?

Go to 27

What type of living area?

Granny flat

Give details below

Tick ALL that apply

Do you pay rent at the place where you live?

Go to 23

Name and address of the company or person the rentis paid to

What is the total amount of rent you (and the peoplewho live with you) pay for your home?

$ per week

How much of this do YOU pay?

$ per week

Postcode

Since you have indicated that you do not own your own homeand you do not pay board, lodging or rent, give details about whyyou do not pay for your accommodation.

You need to attach a full copy of yoursigned lease or tenancy agreement.

Is there a tenancy agreement (lease) for the rent?

Go to 24

Go to 24

Does the other person pay for their accommodation at any otheraddress?

Give details below

Go to next question

Do you and the other person use the same bedroom?

What are your arrangements for sharing the bedroom?

Do you and the other person use the same bathroom?

What are the arrangements for sharing the bathroom?

Do you and the other person use the same laundry?

What are the arrangements for sharing the laundry?

Do you and the other person use the same kitchen?

What are your arrangements for sharing the kitchen?

26 Do you or the other person live in one of these areas?

Go to next question

Give details below

27 Do you and the other person eat meals together?

Go to next question

Go to 29

28

29

30

3125

24

23

22

21No

Yes

No

Yes

No

Yes

No

Yes Yes

Yes

Yes

Yes

No

Yes

No

Yes

Caravan

Converted garage

Other





OLD page layout

NEW page layout

Example 2 – Explanations

•  Many form fillers don’t read explanations

$11 What is your estimate of the total value

of YOUR household contents andpersonal effects?Your household contents include all thefurniture such as soft furnishings (e.g.curtains), TV, stereo, fridge, other thanfixtures such as stoves and built in items,antiques and works of art. Do not includeyour parents’ household contents andeffects.Personal effects include jewellery forpersonal use and hobby collections(e.g. stamps, coins).

Use the current market valueCurrent market value means money that you get if you sold the asset,but not counting any money that you still owe on the asset.We use the current market value not the replacement cost or theinsurance value.

Actual read path

Expected read path


•  Form fillers consistently read the instructions

•  Note the special start instruction

Have you ever CLAIMED or are you ABLE TO CLAIMcompensation, insurance and/or damages?

Include:• workers’ compensation/damages as a result of a work injury• third party damages as a result of a motor vehicle accident• personal accident and sickness insurance or income

replacement insurance• sporting injury compensation• public liability compensation• medical negligence compensation• damages paid to victims of crime or as a result of criminal

injuries.

Please read this before answering the following questionabout compensation, insurance and/or damages.

82

No

Yes

Go to next question

You will need to complete and attach a Compensation and damages form.If you do not have this form, call us on 13 8888or go to our website at www.agency.gov.au

Example 3 – “OR”

•  Form fillers failed to read the “OR”

45Go to next question


No

Yes

$ .00 per fortnight

OR Percentage (%)of taxable payment

% per fortnight


Example 3 – “OR”

•  Added instruction first

•  “OR” moved to a more visible position

45Go to next question


No

Yes

$ .00 per fortnight OR

Percentage (%)of taxable payment

% per fortnight


Enter the amount OR percentage of tax you want takenout per fortnight.


•  Many form fillers did not read the boxed explanation

Do you live in a home which you (and/or your partner) ownjointly with another person or organisation?

35

Go to next questionNoYes

This includes living in the home that you jointly own withsomeone else, a home owned by a private company, ora home held by a private trust in which you are involved.

Go to 54


•  Integrated the instruction into the question

Do you live in a home which you (and/or your partner) ownjointly with another person, or in a home owned by aprivate company or private trust in which you are involved?

35

Go to next questionNoYes Go to 54

Example 5 – Skimming questions

•  Missed ‘you’ after ‘paid’

•  Answered as ‘paid for their accommodation’

Have you previously had people staying in your home whopaid you for their accommodation?

27

Go to next questionNoYes Give the names of those people

Example 5 – Skimming questions

•  Question redesigned

•  Form fillers no longer missed the ‘YOU’ when skimming the question

Have you previously had people staying in your home whopaid YOU for their accommodation?

27

Go to next questionNoYes Give the names of those people

Example 6 – Misunderstood intent

•  The intent is to determine if there is a relationship

•  The objective is to find out if other people are present

Do you and the other person go on holidays together?40Go to next questionNo

Yes Give details below

How often by yourselves?

How often with other adults/children (if applicable)?

Example 6 – Misunderstood intent

•  Problem solved by adding the word ‘just’

Do you and the other person go on holidays together?40Go to next questionNo

Yes Give details below

How often just by yourselves?

How often with other adults/children (if applicable)?

Who is the provider?

Give information about the payment of the following bills55Electricity

What is the arrangement for sharing the payment?

No

Yes

Do you share the payment with the other person?

Who pays it?

Example 7 – Ambigious language

•  The term ‘provider’ referred to the ‘vendor’

•  Some form fillers thought it was the person they rented their home from

Name of the electricity company

Give information about the payment of the following bills55Electricity

What is the arrangement for sharing the payment?

No

Yes

Do you share the payment with the other person?

Who pays it?

Example 7 – Ambigious language

•  Text changed to be more specific

7

Home telephone number


Mobile telephone number

SMS (write AS ABOVE ifsame as mobile)

Email

@

No Yes

Fax

Work

Alternative telephonenumber

( )

( )

( )

( )

How can we contact you?

Example 8 – Contact details problem

•  Form fillers confused about why form asked about SMS when cell/mobile phone number already given

•  Form didn’t explain reason for question


•  Explanation added and was an improvement

•  But still caused some confusion

7

Home telephone number


Mobile telephone number

SMS (write AS ABOVE ifsame as mobile)

Email

@

No Yes

Fax

Work

Alternative telephonenumber

( )

( )

( )

( )

We need to know the best way to contact you

In the spaces below, enter the details of ONLY those methodsyou would like us to use. If you don’t want to be contacted byone of these methods, leave it blank.


•  The most recent version of this section (a common question set)

•  Well received by form fillers

7

Home phone number


Mobile phone number

Email

@

No Yes

Fax number

Work phone number

Alternative phone number

( )

( )

( )

( )

Your contact details

Whose name is the phone account in? My name

Whose name is the mobile phone account in?

My partner’s name

Another name

My name

My partner’s name

Another name

Example 9 – Poor sequencing

•  The form fillers partner was included in the “Do NOT include” portion of the explanation

Does any person of the opposite sex regularly stay in your house?

Give details of each person below

17

Yes


Do NOT include:• family members other than your partner

Include anyone of the opposite sex who:• regularly stays any number of nights per week; or• uses your home as a base (e.g. a truck driver, fisherman or

miner who works away from home).

Example 9 – Poor sequencing

•  Sequence changed so that partner is now in the “Include” explanation

Does any person of the opposite sex regularly stay in your house?

Give details of each person below

17

Yes


Include:• your partner• anyone of the opposite sex who regularly stays any number

of nights per week; or• anyone of the opposite sex who uses your home as a base

(e.g. a truck driver, fisherman or miner who works away from home).

Do NOT include:• other family members

Example 10 – Ambiguity

•  Emergency contact person not understood

Has any person listed in Question 20 been named by you as acontact person in an emergency? (e.g. employer, school, day carecentre)

Give details below

23

Yes


Example 10 – Ambiguity

•  Emergency contact changed to “What is the contact for?”

Has the other person been named by you as a contact person inan emergency? (e.g. employer, school, day care centre)

What is the contact for?

23

Yes


Why project succeeded

•  Used best practice design methodology –  Based on over 25 years experience and testing on

a wide variety of forms

–  Radically different to most forms world wide

–  Different to Paperwork Reduction Act   Reduces sheets of paper but increases work

•  Forms are easier and faster to complete

•  Reduced need to contact customers, correct errors and deal with bad data

•  Expect savings: millions of dollars per year

THE END

Thank you

[email protected]

Documents

Org Wide Forms Review - cdn.ymaws.com