Better Application Forms

As a community planner, I regularly take a look at how other communities are doing things. Whether I’m looking for alternative zoning ordinances and how they approach a subject, or even just what information they provide on their website, I’m always looking. One area where I regularly see a need for improvement is in application forms.

Application forms are typically the first step in government actions initiated by residents or businesses. Platting, zoning, vendors, and licenses are all examples of actions for which cities accept application forms. Yet many of these applications are archaic at best. Many applications are simply scans of forms created long ago using a typewriter. Eventually, the scans become scans of scans as the original copy gets used or lost. They become blurry and hard to read.

Additionally, they become static based on a moment in time from long ago. Often, they were once effective for the regulations in place at the time they were created, but are no longer effective for the regulations or processes you have in place today.

Make it Fillable

Your community can utilize a variety of software packages to develop the form. I’ve seen them drafted with word processing platforms, spreadsheets, or even publisher programs. But it isn’t the software that is important in creating the right application form, it is the final format that is key. Having a fillable PDF is a game-changer. By now, most of us have utilized a fillable PDF in one way or another. Many businesses have adopted fillable PDFs for a number of reasons:

• The use of fillable PDFs can eliminate the need for printing, manual filling, and scanning. This helps to reduce paper and printing costs.
• Users of fillable PDFs can type directly into forms, streamlining data collection and minimizing typos associated with manual entry.
• Fillable PDFs can also simplify application processing and review. Completed forms can be easily saved digitally and easily shared with other departments.
• Most fillable PDFs are intuitive to use and can be opened and filled out on most devices and platforms.

The top reason, in my eyes, is legibility. We’ve all struggled with processing application forms that are poorly filled out. We waste precious time attempting to decipher what is written, as handwriting varies greatly from one person to the next.

Reflect Your Brand

Creating a new form is an ideal time to incorporate your brand as well. Expressing your brand effectively is important, no matter the medium it is printed on. Too often, the brand is reduced to a sticker on the side of a truck. Include your brand on your application forms as well.

Checking All the Boxes

Another aspect that many application forms overlook is the use of checklists. This is especially true with older forms. Checklists are essential for ensuring that complete applications are submitted accurately and on time. Many forms provide lists of what is needed in paragraph form or direct users to the regulations for guidance on the required information. However, a list with checkboxes often yields better results, especially for those who need the checkboxes to provide a sense of organization.

Provided below are examples of checklists that may be used for various municipal forms. Check them out:

City of Edina, MN: Residential Addition

City of Yutan, NE: Commercial Industrial Building Permit Application

Roosevelt City, UT: Business License Application and Checklist

City of La Vista, NE: Design Review Application

Set Aside Time

One of the biggest reasons why applications are not updated is complacency. We are all strapped for time, so creating something new to replace something that currently gets you by is pushed down the priority list. Also, there often isn’t much in the way of feedback on forms, as many applicants use the form once a year or even once in their lifetime. Their frustration with the form is contained by their lack of future use.

However, city staff read (or attempt to read) submitted application forms on a regular basis. The task may feel daunting and time-consuming when contemplated. But you need to make time. It will save you time and frustration in the long term.