Digitizing Federal Application Processes for Better Efficiency

More agencies are digitizing forms and processes because it’s a cost-effective way for the government to deliver a higher quality of service and benefits to citizens

by Intelliworx

The key to the federal government’s digital transformation is to keep the big picture in mind. So wrote our CEO Rob Hankey in a recent article contributed to FEDweek. Digitizing a single form is relatively straightforward, he noted. The hard part is mapping the data collected on these forms to the larger business process and workflow.

The management of applications – or application management – is a good example. Citizens must apply for a range of government benefits, authorizations, and services at different times in their lives. This ranges from obtaining a passport and requesting student loans – to securing permits to use federal land and applying for federal housing grants.

There are a lot of good reasons for the renewed enthusiasm for improving the digital experience provided by the government. Arguably, the most important reason is that paperless digital formats simply serve Americans’ needs better.

In the 20-year history of our company, we’ve helped several federal agencies convert paper-based applications and the processes for managing those applications to digital formats. Some examples include:

The Department of Interior (DoI) – an application process for permitting and land usage;
The Department of Housing and Urban Development (HUD) – a process to apply and award grants; and
The Department of Veteran’s Affairs (VA) – manages applications for a scholarship program and a specialty education student loan repayment program.

While each of these programs has unique information needs, approval processes and program budgets – they also have some common challenges. That’s the opportunity. That’s why we are seeing more federal agencies automate their application processes.

The common problems digitizing federal application processes solves

Solving these underlying issues enables the agency to work more efficiently and serve constituents better while also controlling costs. Below are some of the biggest challenges federal agencies solve through digitizing these procedures.

1. Provides clearer application requirements

Instead of filling out complicated forms – some of which come with instructions that are longer than the forms themselves – we turn these into intelligent interviews. These “interviews” are similar to the way popular tax software helps consumers fill out and file tax forms.

The computer-based interview style format gives applicants the best chance to complete an application correctly and completely the first time. Built-in logic ensures that applicants aren’t barraged with questions that don’t apply – and won’t miss asking a necessary question.

This eliminates a lot of the back-and-forth citizens have to engage in to understand the requirements, which induces a lot of frustration on all sides. The Office of Management and Budget calls it a “time tax” on citizens – and wants to shrink it.

2. Reduces and eliminates rote work

Good software eliminates low-value, repetitive tasks for both the applicant and the internal stakeholders. There’s no need to re-key data or transcribe the information from a paper form because it’s already in a digital format. That eliminates manual error. Further, data, like contact information, can be easily reused.

It can also check to see if supporting documentation is accessible automatically. Consider how tax software can check if W-2 forms have been published by employers at the click of a button. Similarly, an applications management system – when integrated with other systems – can check for required supporting documentation.

For example, the VA may already have proof of qualifying service for a veteran on file. The system can check and validate it for the reviewer – or signal to the applicant that proof is still required. Similarly, a land use permit applicant may already have an environmental impact study on file the system can access and validate.

3. Facilitates the application review and approval process

Every completed application has a review and approval process. Typically, this is a linear process that must be done in a set order to avoid out-of-sequence reviews. Application management software will methodically route applications to the next reviewer at every stage of the process. Further, it will remind them of looming deadlines by email.

Software that facilitates review and approval processes brings a higher level of accountability to the review process because every stakeholder can see where an application is in the process. Bottlenecks become visible and easier to resolve because everyone is kept informed.

4. Supports communication, collaboration and transparency

If you’ve used commercial tax software to file your taxes, you know the system confirms when your completed tax form is submitted, accepted, and when you can expect a refund (or when payment is due).

The same is true for agencies that we’ve worked with to digitize their application processes. If more information is needed, the software supports bi-directional communication. As an added benefit, application management supports the process of appealing a decision – without the applicant having to start a whole new form from scratch.

5. Simplified application reporting and metrics

How many applications were submitted? In a paper-based world, a civil servant would have to count physically the number of applications received. Modern intranets and internal file servers made this a bit easier, but it was also prone to clutter from various naming conventions (jane_doe_app2_final_final).

In a complete system, the data is rolled up into a report effortlessly. Administrators can say with confidence exactly how many applications have been submitted, are in review, in appeal, and approved or denied.

6. Makes integration easy

Secure cloud-based technologies make integration easy. For example, some agencies have a backend system that they prefer to use in place already. In those cases, Intelliworx just handles the information collection and passes it along to the system of record. System integration effectively helps to future-proof the government’s existing investment in technology.

7. Safe and secure

Digitizing supports security in two ways. As noted before the system can automatically validate certain data fields – place and date of birth for example. In this way, the government knows they are dealing with citizens that have been authenticated. Second, the data is typically held in secure and FedRAMP-authorized cloud storage – as opposed to having data spread out in different repositories.

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Intelliworx provides purpose-built software such as workflow, application management, financial disclosure, and automated digital forms to more than 30 federal government agencies. The company is a certified veteran-owned small business and is FedRAMP-authorized.