# Presentation: 269690

## The Treasury Report on Receivables:

- Transforming a DOS-Based Mainframe System to the Internet
- Author:  Nicole J. Burton, FMS

## Legacy-to-Web Development

- Establishing Criteria for Pilot System
- Incorporating Performance Centered Design (PCD) and Usability Testing in Development Process
- Implications of Legacy-to-Web Development

## Introducing FMS

- Government’s bookkeeper, Dept. of Treasury
- Issue payments
- Gather financial information
- Publish reports
- Manage Federal debt collection activities

## TROR: A Debt Collection Tool

- In 1996, Congress mandated changes to Debt Collection Improvement Act
- Existing Report on Receivables (TROR) changed/existing system antiquated
- TROR: Typical legacy data collection and reporting system

## TROR Users

- 250 users from 90 Federal agencies
- Accountants/accounting technicians perform data entry & transmission
- Financial analysts prepare the data on spreadsheets
- CFOs validate reports annually
- FMS/OMB/Congress review reports

## The Old System

- Government Operations Accounting Link System (GOALS)
- “Green-screen” system requiring dedicated phone lines and modems
- Data stored in proprietary database accessible to administrator only
- more...

## The Old System...

- Arbitrary interface
- Confusing navigation
- No confirmation on transmission
- Users desperate for improvements

## Selecting TROR as Pilot Internet System

- Stand-alone system undergoing revision
- Supported an important though not highly visible activity
- Data not very sensitive
- Did not involve issuing payments

## Incorporating PCD & Usability Testing into Development Process

- Introduced usability testing at FMS
- Site visits, user profiles, task analysis, usability goals
- Conducted first usability test @ 65-75%
- Conducted Pilot Test at 5 agencies
- Further refinement
- Implementation

## First Test Results

- Significant difficulty entering data
- Moderate difficulty navigating
- Design used erroneous metaphor
- Home Page confusing & unattractive
- Hated Help system

## Redesign

- Streamlined the Save/Edit/File Report/View report process (Problem List)
- Imbedded Save buttons in form
- Eliminated icons that weren’t clear
- Reduced dependence on the Part metaphor
- Made Part links dynamic
- Created printable 1-page Help sheet at onset of application
- Imbedded navigation help in the form

## Pilot Test at 5 Agencies

- FMS, VA, Energy, Education, and FCC (robust & light users)
- Users ran through preparer scenario using own data
- Half-day, timed tasks, moderator/note-taker & timer/note-taker
- How users employ system, workflow arrangements, system skills, desktop configurations

## Further Refinement

- System much better than before
- Data entry/editing needed more fine-tuning
- Users still ignored Help system
- Gave users zero-fill option to eliminate errors caused by blank fields
- Augmented interface with one-line prompts
- Duplicated some of the Help on public FMS Website for analysts

## The New System

- _[Home ](file:///TROR/Treasury%20Receivables%20Home%20Page.htm)__[Page](file:///TROR/Treasury%20Receivables%20Home%20Page.htm)_
- Select Entity
- Data Submission--Part I
- Data Submission--Part II
- Data Submission--Part III
- Report Selection
- Standard Report

## Migrating Legacy Systems

## Guidelines for Web Migration

- Select the right system
- Grab opportunity to innovate
- Plan innovations in phases
- Encourage customers to reengineer workflow
- Encourage users to get Web/Windows training

## Human Factors Implications of Web Applications

- Users will expect better service
- Internet-style usability
- Customized options
- Timely E-mail and telephone response
- Access to real-time data

## Human Factors Implications of Web Applications

- Users will expect more innovation
- Each desktop is a workstation
- Influences workflow
- More self-service
- Better work conditions & opportunities for lower-graded employees
- Innovation where competition is not a driver

## Leveraging Expectations

- Web Applications can be a wedge for introducing
- Evolving “phased” systems
- Performance centered design and usability testing
- Business reengineering
- Re-ignited “Reinventing Government” initiatives

## Conclusion

- Hundreds of TROR-like systems
- Taxpayers invest $34 billion in Federal IT for FY2000 (not including Y2K)
- Deserve return on investment that takes advantage of Internet & modern design techniques

## Questions?

- Nicole.burton@fms.sprint.com
- (202) 874-8728