Upload
others
View
2
Download
0
Embed Size (px)
Citation preview
Conducting an organization wide
forms review BFMA 2014 Conference
Craig Dartnell, Howick Design [email protected]
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
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
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
Go to PART C on the next page
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
Go to Question B15 below
Go to Question B15 below
Go to Question B15 below
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)
Project overview continued
• 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
Please call us on 13 XXXX.
Your tax file number
No
Yes
Go to next questionNo
Do you (and your partner) have a tax file number(s)?
You
Please call us on 13 XXXX.
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)>
Project overview continued
• 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
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
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
• 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
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.
/ /
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
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.
Example 1 – Orange bar
• 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
Example 1 – Orange bar
• 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
Example 1 – Orange bar
Do you and the other person use the same kitchen?
What are your arrangements for sharing the kitchen?
28
Yes
Go to next questionNo
Do you and the other person use the same laundry?
What are the arrangements for sharing the laundry?
29
Yes
Go to next questionNo
Do you and the other person use the same bathroom?
What are the arrangements for sharing the bathroom?
30
Yes
Go to next questionNo
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
Go to next questionNo
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
Go to next questionNo
Go to next questionNo
Go to next questionNo
Go to next questionNo
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
Example 2 – Explanations
• 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
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?
Example 3 – “OR”
• Added instruction first
• “OR” moved to a more visible position
45Go 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.
Example 4 – Explanations
• 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
Example 4 – Explanations
• 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
Is this a silent number?
Mobile telephone number
SMS (write AS ABOVE ifsame as mobile)
@
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
Example 8 – Contact details problem
• Explanation added and was an improvement
• But still caused some confusion
7
Home telephone number
Is this a silent number?
Mobile telephone number
SMS (write AS ABOVE ifsame as mobile)
@
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.
Example 8 – Contact details problem
• The most recent version of this section (a common question set)
• Well received by form fillers
7
Home phone number
Is this a silent number?
Mobile phone number
@
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
Go to next questionNo
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
Go to next questionNo
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
Go to next questionNo
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
Go to next questionNo
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