Environment Agency forms [page 2/2]

Our approach (continued)

• Devised a numbering system to identify different divisions of the Agency, families of forms, associated guidance or background notes and and subsequent updates.
• Rewrote forms guidance notes using clear language .
• Pilot forms tested on users and Agency staff and revised accordingly.
• A forms style guide set out the standards and process for generating new or revising existing forms in the Agency style.
• Process for translating signed off work to comply with the 1993 Welsh Language Act.

Our solution

The number of customer-facing forms used by the Agency was reduced and made consistent, and were managed, developed and revised to a formal procedure which emphasised usability for customer and Agency. With a robust system for making usable forms in place, we later worked with the Agency on the development of online forms.

[previous page] [see similar projects]