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Our Collecting Information From Users team and a guest from the Home Office share how we’re helping people in government to create accessible, affordable digital forms. The transcript for the episode follows: ------------- Vanessa Schneider: Hello and welcome to the Government Digital Service podcast. My name is Vanessa Schneider and I am Senior Channels and Community Manager at GDS. Today, I’m chatting with colleagues about our work supporting teams across government that collect information from users using online forms, paper forms or a combination of the two. We've been partnering with other government organisations to investigate how they're currently collecting this information and what kind of help they might need. Because right now, almost all of the forms on GOV.UK that have been downloaded around 7,000 or so times are PDFs or other document-based forms. Usually they are inaccessible, hard to use, and on average teams spend 8 minutes more on processing the information they collect, compared to online forms. This is bad for users, and also bad for government, as it’s inefficient and misses opportunities for using the data for analysis. Worse, these kinds of forms are growing by approximately 6% every year and we estimate it would take the existing form-building service teams more than 70 years to convert just the existing PDFs into HTML forms. So I’m joined by Harry Voss, Senior Product Manager, and Moyo Kolawole, Senior User Researcher, from GDS, who are part of a team working on a solution that will make it much easier to digitise existing forms, and make it simpler for people in government to create new digital forms - even if they don’t have technical expertise. I’m also joined by Suzanne Mycock from the Family Policy Unit in the Home Office, who has been contributing to the research our team is conducting. To kick us off, Moyo, would you please introduce yourself to our listeners? Moyosore Kolawole: Sure. Hi I'm Moyo Kolawole. I'm a Senior User Researcher on the Collecting Information from Users team at GDS. Vanessa Schneider: Great, thank you. Harry how about you, would you please introduce yourself? Harry Vos: Yeah, sure. Hey, folks, I'm Harry Vos, I'm a Senior Product Manager at Government Digital Service. Um, I've been around for like 4 years or something, err, and, err, yeah I’ve been looking at forms and how people collect information from members of the public and businesses, err, since December. So I've been really lucky to be working with some amazing people across government. Thanks for having me. Vanessa Schneider: No worries, thank you. And finally, Suzanne, would you like to introduce yourself as well, please? Suzanne Mycock: Hi there. My name's Suzanne Mycock. And I'm a Guidance and Forms Editor. I work on the Guidance Rules and Forms team, part of the Family Policy Unit within the Home Office. Err, our team manages 3 of the main tools needed to implement policy, all of which are vital for caseworkers and customers. So that's coordinating secondary legislation, managing guidance and managing application forms. Vanessa Schneider: Suzanne, as I mentioned, there is a mountain of work to be done to improve forms, but maybe it would help listeners if you could start us off by explaining how the process of creating or editing forms works for you? Suzanne Mycock: So for us it tends to be led by policy teams, so if a policy changes or if a new policy comes into play, sometimes they'll need a, a form to to support the work that they're doing to collect information from end users or applicants. Now, it's not just a case of a policy team coming to us and saying we need a form, we need a paper form, can you go away, create that for us? It’s kind of bigger than that, because it depends on a number of factors. Many of our forms are now on GOV.UK, they’ve been digitised and, um, that they sort of stand for quite a number of the forms that we used to, we used to be responsible for. Um, that number has has shrunk. But as you just said a few moments ago, we are sort of being asked to create sort of bespoke forms, um, for low usage routes, really, or forms that may not need to be around for years and years. It might just be to suit for a short term policy or a, um, intermediary policy. So what happens is a policy team will come to us and say that they need a form. Um, we will then take that to a board and it is up to the board then to decide whether the form will, um, exist as paper or whether it will be digitised on GOV.UK. Um, and as I say, err, that decision basically comes down to the cost, the usage and how long that form would be needed for. So it's kind of, it's all kicked off by policy and rules changes and policy changes. And then if it's decided that, yes, it's it’s suitable to go, err, on a paper, paper form, the policy team will come to us with a basic set of questions that they want to ask, the information that they want to extract from from the applicants. And we will then go away and we'll put that onto, um, our software. We'll try and build them a form as best as we can that meets accessibility needs, because that obviously is our number one priority, making sure that everything that we produce or try and make sure that things that that we produce going forward is, um, now and going forward, should I say, is as accessible as it possibly can be. Although we do have, sort of, some legacy forms, um, that are based on paper and can only be printed out and filled in by hand. The, the work that we have on forms tends to come in sort of peaks and troughs so we can be extremely busy on forms, um, or we can have no work to do on forms for, for a while, because as you're probably aware, we don't just work on application forms, we sort of cover a wide spectrum of work than than just application forms. But it tends to be driven largely by things like policy changes. Now, they tended to happen a couple of times a year, but just recently we've sort of had, sort of several changes, um, throughout the year. So, um, we've sort of had a few, a few peaks this year and sort of late last year, err, for various reasons. But again, it depends on the sort of the, the extent of the changes, because sometimes they're very minor and it could just be changing one question, err, which takes no time at all, or if it's a case of building a brand new form, um, that can actually take with some of the software that we use, um, believe, err, to like, can take a good sort of three days to, to build and pull the accessibility text behind that. And the reason it takes so long is, is partly because the, the software that we currently use is no longer supported. So it's becoming slower, more clunky, more difficult to work with, and, um, it's very unstable. Err, so that sometimes means that if it's not behaving like it should, it can take us a little bit longer. Err, and of course, it depends how long the form is as well, so if it's a brand new form sometimes it can just be a couple of pages. Other times it can be a 40-page form. Um, so it, it depends on, on those different factors, really. Policy are the ones who inform whether, whether a form is needed. Um, and policy teams will work with legal representatives, obviously, to make sure that the content of the, the forms is, um, sort of legally upstanding. Um, but it will also work with operational staff to make sure that the, the form is capturing the kind of content that they need to be able to process application forms. Um, and then decisions are also made by the senior management team when it goes to the board to decide on whether it's going to be paper form or whether it's going to be purely, um, digitised. So it's, um, it can be a very sort of fast moving environment, err, depending on sort of the, the nature of what it is we're involved with, because obviously we've been involved with some sort of high profile areas. Vanessa Schneider: I'm actually curious to hear what you think works about this process and what doesn't. Suzanne Mycock: I think for, for simplicity purposes, the process works quite well. People know, err, where to go to, to, to ask about forms or to ask for changes or new forms. Um, so I think that works pretty well. People know, um, where they can get that information from. When people do want changes to forms, it's quite a, err, cost effective way of, of making those changes because we don't have to go to a third party and ask them to make those changes. We can actually physically do it on our team. So it's a cost effective and easy way to make and maintain forms. I like to think that we are sort of continually striving to make sure that we produce accessible forms, um, accessibility to, to us is obviously ensuring that a, a product is available and can be used by everyone. Um, so that would mean that people with certain conditions or disabilities can access exactly the same information as everybody else and that it is easy to access and to use. And it is something that we are aware of, um, and we want to get better at, at doing that. We try to talk to specialists. So, um, accessibility specialists in the department and sometimes in other government departments as well to sort of try and glean best practice from them. Um, we are aware of our responsibilities under the accessibility regulations, which is why really we’re, we’re keen to get involved with this project, because the more we can do, err, to make our forms accessible, the better, because we just want to create a service or a product that is going to work for everybody and to take our responsibility seriously. So whilst we may not be 100 percent there, I think we've sort of certainly got the, the ethos on team to to and have the desire to want to be there. And we are happy to engage with anybody who can help us get there. So, um, I, I think we're, we’re doing OK, but we could do a lot better. Vanessa Schneider: That makes sense. I was actually wondering, Moyo, you've been conducting a couple of research sessions. Do the things that Suzanne is highlighting chime with what other people on panels have said, or are the responses very varied across what works for them and what doesn't work for them when creating forms? Moyosore Kolawole: I think a lot of what Suzanne has said has resonated, um, a lot across the different form builders that we've been able to speak to across government. There’s this real desire to be able to fulfil these accessibility kind of guidelines, um, the 2018 accessibility guidelines. But there is a lack of kind of like time or a lack of, um, knowledge around how exactly to do that. And I think it’s, err, a barrier, like the process of creating accessible forms or knowing what to include to make forms more accessible for, for instance, um, users who might have visual impairments and therefore, you require screen readers to access information how to best design forms for them. There's, it's almost like, a lack of knowledge around how exactly to put it in practice to be able to fulfil these, um, WCAG 2.1 AA guidelines. And so I think there's a real desire for a solution that not only tackles the problem of inaccessible forms, but also helps kind of upskill those who are creating the forms, um, to learn more about how they can also, you know, be better at thinking with accessibility in mind while designing. Um, so I think a lot of what Suzanne has said has definitely come out in our research. Vanessa Schneider: Well, it makes sense that others feel the same way. Um, I was wondering, Harry, there are clearly common themes that are emerging. I was wondering if there's anything that you have a bigger picture on, err, besides potentially the accessibility point that, um, that really speaks to why this needs tackling. Harry Vos: So, I mean, our vision being that every single form on GOV.UK is, err, accessible, easy to use and quick to process. And it's in that order, really, I suppose, because accessibility is, is really about, um, people's, err yeah, people's rights under the Equality Act and people, you know, not being discriminated against right. How do we make sure that everybody can complete these forms first time, err, not sort of like battle through this thing that is really tricky to use and get stuck and we've got to call up because I don't know I don't even know what question you're asking me here. I don't actually have that information. So there's this whole, whole thing that's kind of like around this form design and then and then also about like sort of speed of processing, a lot, we hear from a lot of teams that, um, you know, so many forms come in, err, to to their to their team inbox or, err, to to their in, in, in some circumstances in their post tray, err, and and and the forms don't have the information they need to make a decision about that person or that business or that sector. And, and so, you know, it was kind of interesting to pick up on what Suzanne was saying around, you know, the policy role as having to work with those operations teams to actually understand like what is it that you need to make that decision about a person. And I suppose if we can if we can speed that up, um, you know, just simply through making sure, does does that form have everything they need to make up the decision, um, err, through you know, the things like sort of validating that that the information that is submitted is is is in the format that we would expect. Um, so if someone has put, err, the, the date of application instead of their date of birth, you know, is that something that we can we can be like, oh that's a really obvious thing. Like, um, well, let's let's fix that. So we should see some improvements there as well. And, and, and we reckon, err, just through some, some simple changes to, like, how the information gets collected, should be able to speed up, err, things by, on average 8 minutes per per form and in terms of that just having the right information to make the decision. Um, so it's going to vary from service to service and from form to form. Um, but there's some kind of big improvements we want to make there. Vanessa Schneider: I was wondering if you could talk to us a little bit more about the scale of what you're trying to tackle here. Harry Vos: Yeah, it's a it's a it's a big it's a big challenge. Um, I’m not going to lie, err, there’s, there's over 5,000 form pages on GOV.UK and, and each of those, err, can have, you know, any, anywhere, anywhere from between sort of one and in some cases hundreds of of of different forms attached to those pages. Um, so it's a really big, err, challenge. And and and like you mentioned at the start, um, most of them remain solely as sort of document-based forms, err, which, err, you know, which despite everyone's best efforts, sometimes do you have accessibility problems. And so, um, yeah, it's a really big, it's a big challenge. And I think it's something that the appetite is there. So you know we heard, you know Suzanne you’re mentioning you know you really want to you and your team have got accessibility at heart and you're thinking about how to make this service as easy as possible for people to use. There's lots of teams that, that that sort of want to do the right thing, err, and, and, and, try and improve those forms. Um, but, yeah, sometimes the sort of software isn't always there, um, for people to sort of, err, to to make those improvements. So it feels like a good opportunity. And yeah, we're hoping that, yeah, if you're if you're listening and the, this issue resonates with you, you know…
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