application management

How the U.S. Government’s digital transformation efforts are reducing the “time tax”

A new report illustrates how federal agencies are using “human-centered design” to improve customer experience (CX) and save everyone time, effort and money by Intelliworx Many government processes are initiated by completing a form. You read the instructions, fill out the data, and submit the document – and then wait to hear about the next steps. These forms tend to be long, complicated and take time to complete. The Office of Management and Budget (OMB) has called this a “time tax” on several occasions. Our very own CEO Rob Hankey recently observed one such process up close. His wife recently attained U.S. citizenship, which involved completing many forms over years. For example, she completed one form to enter the country on a fiancé visa. Then, once married, she completed a separate form to apply for a green card. Later, when she met the prerequisites to apply for citizenship, she filled […]

7 interesting benefits government agencies should experience when modernizing their forms and application processes

Intelliworx has worked with 39 different government agencies over the years to modernize thousands of government forms, improve data collection, and the associated business processes by Intelliworx The first step in many government processes often requires filling out a form. In many cases, a form is the beginning of an application process – an application for benefits, permits, approval, scholarships, or licensing. The form itself is nothing more than a means to collect data for a future decision. Getting things right is important because the decision, as in the case of government entitlements, can be life-changing. If the first step in a process is broken, the problem will cascade causing much bigger problems later. The recent modernization of the FASFA form is a good illustration of what can go wrong. This is just one example, however, and while it’s received a lot of attention, there are many examples of government […]

Troubleshooting what went wrong with FAFSA – and how to fix it

Digital modernization is harder than it sounds; here’s what we believe went wrong and how we think this could be prevented in the future by Intelliworx® Note: Our intent here isn’t to criticize the government or another solution provider trying to help the government, but to contribute to an important conversation about what happened. Just like an after-action review (AAR) in the military, nobody can solve a problem if we’re all too afraid to talk about the realities in public. To that end, we’ve done our best to describe suggestions in a positive fashion. Intelliworx has helped some 30 federal agencies transform hundreds of government forms. We don’t just turn paper forms into digital copies like PDFs, we transform the whole business process making it better and easier for everyone involved. We have a special interest in education too. This is because we’ve helped the Department of Veterans Affairs (VA) […]

The 7 common challenges digitizing federal application processes solves

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 […]