Can people apply online instead of on paper forms you retype?

Online forms check for missing information and create the record directly, so nobody types it in again.

How to automate it

How to automate “retype information from paper forms and applications”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today.

60 min

typically, every day

65%

of the time can be automated

Some setup

to set up

Fix 1 of 2

Software featureBest fix

Move paper applications to online forms that feed the case system

Online forms check for missing information, accept document uploads and create the record directly. Nobody retypes them and fewer applications come back incomplete.

Typically saves about 50% of the time8 h to set up

1Pick the paper form you retype most.
2Work with IT to rebuild it on your agency's form platform (Salesforce Public Sector, Microsoft Power Pages, ServiceNow, Granicus or GovOS).
3Make required fields and uploads mandatory.
4Keep a kiosk or staff-assisted option for people without internet.

Tools: Salesforce Public Sector · Microsoft Power Pages · ServiceNow · Granicus · GovOS

Fix 2 of 2

Automation

Have document AI read uploaded proofs and fill in the fields

Document AI reads IDs, pay slips and bills, pulls out the key details and flags what is missing. Staff check and decide instead of typing.

Typically saves about 40% of the time8 h to set up

1List the documents you check most often.
2Ask IT whether your case system has document reading built in, or can use Azure AI Document Intelligence, Google Document AI or AWS Textract.
3Start with one document type and compare against manual checks for a few weeks.
4Keep the final eligibility decision with staff.
5Use only AI tools your agency has approved for client or resident data, and follow your records and privacy rules.

Tools: Azure AI Document Intelligence · Google Document AI · AWS Textract · Your case management system

Quick wins

Have you tried…

Can people apply online instead of on paper forms you retype?: Online forms check for missing information and create the record directly, so nobody types it in again.

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Government caseworker / clerk

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