Universal Access allows a citizen to apply for programs from the Universal Access portal. The online application can be made from the results page of a previous online screening determination or directly from the Universal Access portal home page. The online application process involves asking the client a series of targeted questions on their personal details, income, expenses, employment, education etc. so that this data can be later used as evidence on the agency's eligibility system to determine the citizen's eligibility for the programs being applied for. The questions are presented to the citizen via a structured group of web pages, known as a question script, that are accessed from the Universal Access portal. The answers to these questions are then submitted to a database from which the agency can later extract and use the data to determine program eligibility.
Once the citizen has applied they can log back into the Universal Access portal using their account details (if they have chosen to set up a Citizen Account) and check on the status of their online applications.
Although Universal Access promotes the use of the online method of application, the solution also provides the facility for organizations to allow citizens to make a traditional paper application as an alternative. On completion of a question script, the citizen can open a PDF form that is pre-populated with the answers they have provided, print it off and submit it manually to the agency.
There are a number of steps to configuring a Universal Access application. Before configuring an online application an organization needs to consider the programs to be made available for application, what questions need to be asked and how these questions are structured in the script. They should also consider if PDF application forms are going to be provided for each program, whether programs will only be available at certain local offices and if service areas will be set up to be serviced by these offices.
This chapter outlines how to configure an online application. It will detail the programs that will be available to apply for on that application, the associated service areas, local offices and PDF forms that can be configured for the application.