Embed Size (px)
Citation preview
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
The Treasury Report on Receivables:
Transforming a DOS-Based Mainframe System to the Internet
Author: Nicole J. Burton, FMS
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
Introducing FMS
Financial Management Service Government’s bookkeeper, Department of Treasury
Issue payments Social Security and VA benefits, tax refunds, education loans
Gather financial information from Federal
government agencies Publish reports Annual Report, Consolidated
Financial Statements, Daily Treasury Statements
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
TROR: A Debt Collection Tool
In 1996, Congress mandated changes to Debt Collection Improvement Act
Existing Report on Receivables (TROR) changed/existing system antiquated
TROR: Typical legacy data collection and reporting system
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
TROR Users
250 users from 90 Federal agencies Accountants/accounting technicians
perform data entry & transmission Financial analysts prepare the data on
spreadsheets CFOs validate reports annually FMS/OMB/Congress review reports
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
The Old System
Government Operations Accounting Link System (GOALS)
“Green-screen” system requiring dedicated phone lines and modems
Data stored in proprietary database accessible to administrator only
more...
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
The Old System...
Arbitrary interface Confusing navigation No confirmation on transmission Users desperate for improvements
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
Piloting Legacy to Web
Selecting a system to pilot: Stand-alone system Supported important but not critical
activities Data not very sensitive Did not involve issuing payments
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
TROR Usability Test Process
Introduced usability testing Task analysis and user profiles First usability test when system 65-75% Humbling results...
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
First Test Results
Significant difficulty entering data Moderate difficulty navigating Design used erroneous metaphor Home Page confusing & unattractive Hated Help system
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
TROR Usability Test Process
Redesign Conducted Pilot Test at 5 Agencies Further refinement
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
Redesign
Streamlined the Save/Edit/File Report/View report process (Problem List)
Imbedded Save buttons in form Eliminated icons that weren’t clear Reduced dependence on the Part metaphor Made Part links dynamic Created printable 1-page Help sheet at onset of
application Imbedded navigation help in the form
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
Pilot Test at 5 Agencies
FMS, VA, Energy, Education, and FCC (robust & light users)
Users ran through preparer scenario using own data
Half-day, timed tasks, moderator/note-taker & timer/note-taker
How users employ system, workflow arrangements, system skills, desktop configurations
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
Further Refinement
System much better than before Data entry/editing needed more fine-tuning Users still ignored Help system Gave users zero-fill option to eliminate errors
caused by blank fields Augmented interface with one-line prompts Duplicated some of the Help on public FMS
Website for analysts
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
The New System
Home Page Select Entity Data Submission--Part I Data Submission--Part II Data Submission--Part III Report Selection Standard Report
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
Migrating Legacy Systems
Internet Legacy
Users unknown Users known
Unpredictable workflow Stable workflow
Uncontrollable desktop Controllable desktop
Multiple browsers Single operating system
Stateless connection Direct connection
Code & reiterate faster Slower tools & org. processes
High service expectations Modest service expectations
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
Guidelines for Web Migration
Select the right system Grab opportunity to innovate Plan innovations in phases Encourage customers to reengineer
workflow Encourage users to get Web/Windows
training
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
Human Factors Implications...
Users will expect better service– Faster development time– Internet-style usability– Timely E-mail and telephone response– Access to real-time data
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
Human Factors Implications...
Users will expect more innovation– Each desktop is a workstation– Better work conditions & opportunities for
lower-graded employees– Workflow changes allow self-service– Innovation where competition is not a
driver
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
Human Factors Implications...
Developers can leverage expectations– U.S. Government as “fast company”– A wedge for implementing usability,
performance centered design, and business reengineering & reinvention
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
Conclusion
Hundreds of TROR-like systems Taxpayers invest $34 billion in Federal
IT for FY2000 (not including Y2K) Deserve return on investment that takes
advantage of Internet & modern design techniques
The Treasury Report on Receivables (TROR)
HFWEB June 3, 1999
Questions?
[email protected] (202) 874-8728
