PCD
Solutions are intrinsic or embedded and exclusively focused on the business or
organizational performance outcome in measurable ways. For example, a PCD
Outcome that replaces the interface of an enterprise application such
that (a) the frequency of data entry errors is reduced; (b) the frequency of
incomplete information entered into the system is reduced; (c) the speed with
which data is entered is substantially increased; and (d) the need for any form
of learning in advance of doing is substantially reduced or, preferably,
eliminated is performance-centered.
Entry Title
Fresh Electronic Inspection Reporting/Resource System (FEIRS)
Submitted by:
SRA International
Contact Name:
Jay F. Graser
Phone:
(703)706-4371
E-mail:
jay_graser@sra.com
Address:
2051 Jamieson Ave., Suite 200
Alexandria, VA 22314
Logo:
Purpose:
The United States Department of Agriculture (USDA)
Fresh Products Branch (FPB) is responsible for the inspection of fresh fruits
and vegetables. FPB develops U.S. grade standards and provides grading,
inspection and certification services (including good agricultural and
handling practices) at shipping and destination locations throughout the
country. These services facilitate the marketing of fresh fruits and
vegetables. Inspections are provided to the fruit and vegetable
industry on a user fee basis. These inspections are performed
throughout the country and the service is centrally managed in Washington,
DC. Today, the Fresh Electronic Inspection Reporting/Resource System
(FEIRS) is used by over 150 inspectors across the country; this inspection
service is critical to FPB’s mission.
The SRA team won an open competition contract to
develop and deploy an application that converted the process from totally
manual and paper-based to an automated inspection process. To create
the automated process, the SRA development team created an Electronic Performance
Support System for including smart-fields, automatically populated forms,
applying business process re-engineering where warranted, and enforcing
inspection/grading business rules within the new automated process. The
contract scope of work required SRA to construct accountability into the
system by associating the inspector’s time and attendance, expenses, and
inspection fees with the final inspection certificate for National Finance
Center (NFC) billing. Additionally, the FEIRS application moved all reference
material from cumbersome paper handbooks to online references and visual
aides as well as instant updates for inspection alerts and bulletins.
Today, SRA continues to provide annual maintenance for
the FEIRS application that helps FPB manage and continue updating the
inspection/grading program. SRA provides new technical updates,
consulting services to FPB within the USDA IT infrastructure, technical
expertise to improve overall accuracy, and uniformity and efficiency of the
Fresh Electronic Inspection Resource/Reporting System (FEIRS). SRA
provides system stability, develops new error correction algorithms, and
provides the standardization required as new inspection materials and
calculations are developed/modified within USDA.
Solution:
(Required)
The FEIRS EPSS has helped FPB modernize the
inspection/grading system for fresh fruits and vegetables by providing:
·Streamlined data collection process
·Improved accuracy
·Job performance tools
·Improved data sharing
·Protected data integrity
·Conformance to inspection standards
Project
Challenges
·Implementing a complete turnkey automated system where previously
there was no significant technology in use
·Capturing and replicating the entire grading system business processes
·Simplifying the software interface to be usable by computer novices
·Fast and effective system to handle the complex business rules of the
grading process
·Creating a portable system that could run standalone and connected
online to the USDA network
·Implementing a deployment/training plan that facilitates the adoption
of technology-based solution to an aging workforce that is accustomed to a
manual process
Benefits to Client
·Automate a manual process and create a paperless system
·Create accountability in the system tying expenses, time sheets, and
fees to the inspection certificate
·Real-time error checking of all inspections, inspections are more
accurate with less need for correction
·Inspections done faster, thus increasing revenue
·Removal of archival paper handling and costly overnight shipping
·Immediate issuance of inspection certificates
·Instant access to all completed inspections via online web site
·Provide online access to all inspection references material,
commodities updates, and inspection bulletins
FEIRS
provides these advantages to the USDA:
·Data entry at the point of data capture: out of the
office, in remote areas, in packing houses, in shipping and marketing
stations, and in other places where inspections are taking place, data is
entered immediately, directly into the system, without having to rely on
written notes after the inspection has been completed and the inspector
returns to the office.
·Data validation at the point of data entry: data
validation against all applicable business rules occurs as soon as the
inspector enters the data, such functions as defect computations are
automatically calculated. This lets the inspector know immediately if
more information is required to complete an inspection or if there are
inconsistencies within the data, thus reducing inspection errors and the
likelihood that follow-up visits will be required to obtain additional
information.
·Access to multiple systems through a single “portal” application:
integration of electronic reference materials, database applications, and
office productivity software is united within a single, common “front
end.” This increases inspector efficiency by providing access to a wide
variety of tools from one client.
·Three mechanisms to issue inspection certificates – 1) printing
a hardcopy using a portable printer at the inspection location, 2) faxing or
3) emailing an electronic copy. Each certificate has a unique ID
number. Only the issued certificate is marked as the original copy, and
additional copies are marked as non-original. Once the certificate is
completed, only authorized personnel, such as field supervisor and
headquarters managers, are able to supersede it if needed. The system
also provides a list of all completed inspection certificates that have not
been transferred as a reminder to the inspector.
·Digital image inspection function, which sends inspection
certificate and related digital images to applicant via email over the
Internet.
Provide a detailed description of the overall design
and/or specific components. Explain how the solution supports business
(organization) and user performance. For example, does it reduce the amount
of business knowledge performers require before they can perform the function
and, if so, how does it do this? Include supporting graphics, screen
shots, animation, or the like here so that we can see the supporting
material. Please
provide access to the solution via the web or on CD/DVD. If access is
restricted, please provide six (6) user IDs and passwords. You may assume
that the judges will be using IE6.x or above to view your entry. Be
sure to note any plug-ins required and the details for obtaining them if not
automatically provided. Your Solution information - including the samples
provided - should focus on PCD attributes, including (but not necessarily
restricted to):
Supports
performers through best practice processes.
Establishes,
or aids in establishing, goals.
Minimizes
terminology translation or interpretation.
Provides
access to supporting knowledge resources.
Focuses
on task(s), processes, and the natural flow of work.
Reduces
or eliminates the need for training/learning.
Supports
performance FIRST, and learning only as a secondary consequence of
doing.
Is
innovative with respect to supporting performance.
Classification
and state of deployment:
(Required)
How would you classify your PCD Solution? Check one:
Traditional
EPSS - external or extrinsic "EPSS" solutions with designs rooted
primarily in learning or reference
Performance-centered
workflow solution - any PCD solution with a focus on directly supporting
business processes (aka workflow)
PCD
makeover - solutions that replace existing user interfaces with ones that
exhibit attribute and behaviors of performance-centered systems
Embedded/ intrinsic
PCD solution - performer-centered solutions that are strictly embedded in the
task context and focus on task completion - not learning - without breaking
the task context or flow
PCD
featuring innovative technology - any performance-centered solution that
features technology other than just a user interface to enable or enhance
performance
Other
category (describe):
This entry is (check
one): In
production (being used today in a live work
setting) In
a formative stage (prototype, proof-of-concept, introduced a sample of its
intended
users)
Further details:
(Required)
Use this section to provide further details and
specifics of how the solution reflects certain PCD attributes.
Elaborate on one or more of the attributes if there is clear evidence to
support claims (studies, measurements, well-documented anecdotes,
etc.). SHOW SCREEN SHOTS, ANIMATION (e.g., FLASH movie, animated gif
or dynamic HTML) OR PROVIDE LINKS TO SUCH SAMPLES THAT SUPPORT YOUR RESPONSES.
NOTE: The FEIRS application,
installation instructions, basic manual and demonstration animation were sent
to EPSSCentral on 18 August 2006, via FedEx.
The illustration below depicts the general features of
FEIRS.
1. Supports performers through best practice
processes.
The analysis, design and development of FEIRS started with
the assumption that the business process was stable and standardized.
In parallel with a spiral method of analysis, design and
development, the team took on a business process re-engineering to ensure
that the optimal process was captured and delivered through the FEIRS
EPSS. The USDA/SRA team used the alpha version of FEIRS to analyze the
steps of the business process and develop business rules and algorithms that
would best support the inspection process. This also allowed the team
to identify any areas of instability or lack standardization and either
update the process or compensate using the features of FEIRS.
The result was that senior inspectors and USDA Inspector
School Instructors agreed upon the optimal process and business rules to
guide the inspector through the grading of over 91 commodities, applying 158
grade standards. However, the resulting process took advantage of FEIRS
capability to automate many of the sub steps and calculations that otherwise
might have driven the USDA to completely rewrite and simplify hundreds of
pages of standards and procedures. These agreed upon best practices
were captured as business rules and algorithms in the FEIRS EPSS.
Synthesizes best practice behavior from multiple
outstanding performers and incorporates best business practices or desired
business practices that are not currently in place (as identified by business
management). Automates when possible and appropriate. Stimulates
performers through language, sequencing and other cues that prompt or enable
what to do when (based on stored data, information, and performer
input). Creates deliverables using best practice form, content,
language and style.
2. Establishes, or aids in establishing, goals.
FEIRS minimizes the variation in inspection results and
the time required to perform an inspection. FEIRS reduces the average
inspection time by at least 20%. In the previous process, inspection
invoices would take several days to get to the customer. With the Fresh
Products Branch being a fee for service office, it is reliant on generating
revenue. FEIRS allows them to rapidly provide inspection results in the
form of a certificate and an invoice to speed revenue flow to FPB.
The time keeping function of FEIRS allows managers to
readily compare inspections performed with time and travel expenses to
determine more cost effective scheduling methods. Real time collection
and analysis of data allows them to identify undesired trends and take corrective
action before any significant impact.
Includes explicit functions, elements, or components
for the performer to select appropriate goals, presents relevant goals to the
performer based on stored data/information or based on how performers have
selected from among goals appropriate to the context, or re-directs
performers toward only the most appropriate goals for the context.
Describes goal outcomes and delineates conditions, considerations, and/or
criteria for selecting a goal.
Helps performers establish what they can do, want to do, or where to
go, based on stored data/information.
3. Minimizes terminology translation or interpretation.
FEIRS includes drop down menus, context sensitive references
and business rules that guide and normalize data entry. For example,
judging the color and condition of fruits and vegetables can be extremely
subjective. The FEIRS application includes detailed photographs that
are presented at key points in the process. The application also
requires the user to calibrate their computer monitor to ensure each
inspector is seeing exactly the same color.
Subjectivity is held to an absolute minimum by providing visual
examples of the commodities. This allows the customer to view the color
calibrated photos and see for themselves examples of quality and condition
standards.
The system minimizes cognitive burden by automatically
displaying the correct measurement types, increments and tolerances for the
commodity selected. Inspectors and customers readily understand the
requirements of the grade standards as they step through the process.
Any data that is entered in the wrong format or outside allowable tolerances
causes the system to alert the inspector to correct the error before
continuing.
Uses commonly understood terminology and descriptors
rather than technically correct but obscure language that requires deep
understanding of the domain or an unreasonable memory burden. If the
performer interacts with others (customers, suppliers, work groups), the
system facilitates use of language familiar to all, and which does not
require them to interpret unfamiliar jargon.
Minimizes cognitive burden associated with interpreting terms of the
content domain or software interface.
Calls a duck a duck.
4. Provides access to supporting and learning resources.
Previous to the fielding of FEIRS, inspectors had to rely
on a large volume of references to support the inspection process. Each
commodity possesses unique qualities and measures the inspector must evaluate
in order to judge the quality and condition of the commodity.
Tolerances for each commodity can be very complex, yet an error by an
inspector can mean that thousands of dollars of produce lose their value or
consumers end up paying for sub standard produce.
The FEIRS system virtually eliminates the possibility for
human error by providing just in time guidance through business rules and
warnings that indicate to an inspector when they are entering data in error
or operating outside the tolerances for the selected commodity.
More detailed references are available through the system in
a context sensitive manner, guiding the inspector to relevant sections of the
reference material.
Integrates and makes visible support resources to
further explain, illustrate or provide examples/non-examples about
information, goals, outcomes, data, terminology, graphics, etc. that appear
on the primary display. Support resources might include things like
explanations, tips, examples, counterexamples, demonstrations, advice,
walk-throughs (e.g. step-by-step explanation graphs, illustrations, procedures,
processes, etc.), procedural steps, process diagrams, intelligent agents,
system messages (aka error messages, dialogues), and exposing underlying
logic.
These resources may be layered to accommodate performer diversity
and/or to support the natural flow of work (i.e., resources are in support of
criterion #5).
Support resources are represented in their most powerful form to
achieve understanding, learning or task performance (e.g. a voice-narrated
demonstration is more powerful than a procedural list when explaining a
system interaction task; visual task models are more powerful than text
descriptions; grids/tables are more powerful than text in paragraphs
Support resources are not merely collections of reference material made
available to the performer, but explicitly support or enable the other PCD
criteria.). For example, support resources may appear in the interface
to help the performer establish a goal or move the performer through the
proper flow of work.
5. Focuses on task(s), processes, and the natural flow of work.
The designers of FEIRS worked carefully to ensure that the
logical flow of the process drove the software and not the other way
around. Working closely with inspectors both in the classroom and at
inspection sites such as farmers markets, the design team built in tools to
be available at the appropriate moment in order to facilitate the natural
work flow. The inspection culminates with a tamper-proof certificate,
complete with a digital signature, printed at the site of the inspection
using the inspector’s portable printer.
Uses task models and/or sequencing to facilitate best
practice work performance by performers. Performers need not have
internalized the task model and sequencing in advance to successfully perform
the work. Data input, retrieval and manipulation are presented within
the task context rather than as the primary focus of the system or as items
that the performer is burdened with identifying or retrieving once the task
context is identified. That is, the system can not require that the
task model, data transformation, and navigation sequences be in the
performer's head in advance with data-entry the only real goal of the
system.
Task sequencing is more than simply navigating through various data
screens. Task language, goals, and related resources are incorporated
into the work-flows.
Reflects and/or accommodates the way work naturally occurs, thus
supporting other PCD criteria (e.g., presents relevant data and tools to
accomplish a goal at the proper point in the workflow). Does not merely
instruct the performer of which sequence to navigate, but facilitates proper
navigation. Passively constrains the performer to a flow or process in
cases of high risk, or re-directs / suggests best alternatives when risk is
low. Generates deliverables automatically (e.g. file notes,
communications, purchase orders, etc.).
6. Reduces or eliminates the need for training/learning.
The use of FEIRS produces more consistent performance between
inspectors, regardless of their experience level. In order to maintain
the same level of performance, FPB would have had to invest in more frequent
refresher training.
Even if the design basis of the solution is learning or
reference, its PCD characteristics should reduce or eliminate the need for
training/learning in advance of performing the supported task. Visual
representations of quantities, actions, components, and physical
affects/dynamics can instantly communicate vital information that enables
task completion without the need for lengthy explanations. The use of
metaphor, task sequencing, redirection, passive constraint, and embedded
workflow can ensure speedy and accurate task completion without deliberation,
hesitation, or extensive conceptual activity.
Reducing or eliminating training means that the flow of work/process,
the information essential to getting the task done, and the specific human
factors of the performer are orchestrated such that all three are optimal and
overlap. Maximum results are attained with minimal cognitive effort
because proper sequencing of events is facilitated, human preferences are
anticipated or accommodated, and support for decisions presents itself
immediately. The maximum amount of complexity of the task enabling tool
is eliminated, leaving the performer free to synthesize business or
organizational issues necessary to complete the task. If learning is at
all necessary, it occurs as a secondary consequence of performing the task.
7. Supports performance FIRST, and learning only as a secondary
consequence of doing.
Process Flow: Using FEIRS begins with an
intuitive process flow. The system logically steps the inspector
through the process, providing business rules at appropriate times, rather
than break the process flow in order to look up standards and tolerances for
the particular commodity.
Human Factors/Diversity: Transitioning from a
paper-based inspection to an electronic inspection is a significant change,
especially with at least half of the field work force not familiar with
computers. In order to get the buy-in from inspectors, SRA conducted
surveys, interviews, demonstrations, hands-on trials and field trials.
This process gradually familiarized the users with the new system, and
changed fears and uncertainty to excitement.
SRA conducted comprehensive market and technology
research on hardware to meet the FEIRS application requirement, and selected
several different laptop PCs, tablet PCs and hand-held devices. The
project team demonstrated all selected hardware to the government users for
hands-on evaluation. The government project team and field users
singled out two laptops for their features, durability and feasibility to the
field application. Field trails were used to select a final platform,
the Panasonic Toughbook TM laptop
computer. The system was thoroughly tested in field conditions to
ensure that the design accounted for environmental and human factors.
For example, testing was done in refrigerated storage areas to ensure that
the displays would still be visible and would not fog over due to
condensation and that the touch screen features continued to function.
Inspectors were not required to deviate from their
normal mode of operation to accommodate for the laptop or the software.
The system does not require an internet connection during operation and
reduces the amount of material that the inspector must carry with
them. In the previous process, the inspector had to package their
inspection forms and ship them to the central processing office for data
entry. Using FEIRS, inspectors only need a phone line in their office,
home or hotel room where they can periodically dial-in via virtual private
network to download inspection data and receive updates. The entire
process is designed to reduce the distance between the database and the point
of collection. Data entry is no longer reliant on the accuracy and
judgment of the inspector or the data entry clerk. Inspection data is
collected virtually error free at the site. Business rules ensure that
data is normalized to standards that allow the data to be analyzed over time,
identifying trends and expediting budgeting, billing and cash
flow. The fee for service nature of the operation means that if
the workforce becomes more efficient by using FEIRS, they are able to
generate more revenue per inspector. The additional revenue helps the
Fresh Products Branch reduce or eliminate the need for appropriated funds.
Pertinent Information/Knowledge: Inspectors
follow the intuitive design of the system in a logical process flow.
The system does not intervene, unless the inspector enters information
outside the parameters of the established business rules for that step.
Reference and tutorials are available; however they do not become involved
unless activated by the inspector.
The three essential elements of performance are process
flow, human factors/diversity, and pertinent information/knowledge. All
three elements are considered and optimized in the interaction domain of the
work if performance is truly supported. If process steps are left to
the performer to discover, then performance is not supported. If
translation or calculations that could otherwise be accommodated by the
interface are left to the performer, then performance is not supported.
If the performer has to break the task context to obtain information vital to
the task by clicking, navigating, or scrolling, then performance is not supported.
If the performer population is visually oriented and learns kinesthetically,
then a user interface that is primarily static and textual does not support
performance.
Your solution's characteristics should exhibit that process
flow/workflow is reflected and supported in the solution, that the human
factors of performer personas are consistently represented, and that
essential data, information, and knowledge are present. All three
elements should work synergistically to ensure performance with minimal learning,
cognitive burden, assistance, etc. Any learning elements of the
solution must be essentially passive, meaning that learning takes place as a
secondary consequence of doing. For example, performance-centered
solutions are often inferred from visual representations of complex business
rules. The task is completed first by observing graphical
representations, and over time an explicit understanding of rules is
developed.
8. Is innovative with respect to supporting performance.
FEIRS is self contained, providing high levels of
integration between references, procedures and effective inspection
techniques. In the previous paper-based inspection system, the speed
and efficiency of the inspection varied based on the skill and experience of
the inspector. Although to the layman, many commodities would seem to
be the same (for example an apple has many of the same attributes as a pear),
the standards for many of the commodities have evolved over decades and vary
greatly in their approach. Measurement increments, tolerances and the
execution of the inspection can be very different between commodities that
may seem very similar to the inexperienced. This could potentially
result in ambiguity and a lack of uniformity between inspections.
The design and development process included a business
process reengineering. Variations in interpretation and inspection
techniques were analyzed by the SRA and USDA teams to determine what
techniques could be standardized and built into the application and which
ones needed to be eliminated. Other, less robust applications may have
required the USDA to rewrite standards, scales and tolerances that have been
developed over decades. Instead, the design team sought the “low
hanging fruit” where the USDA experts could easily clarify areas of ambiguity
and update the standards. However, beyond the areas of ready agreement,
the design team translated complex scales, formulas and tolerances into an
automated set of business rules that vastly improved uniformity and
efficiency, while virtually removing any ambiguity.
The end result was that the team’s innovative approach
improved the performance of the inspectors such that a newly trained
inspector’s performance was very similar to that of an inspector with years
of experience.
By its forward-looking, anticipatory nature, this
criterion defies concrete description. In essence, the judges wish to
be pleasantly surprised by clever design or application of
performance-centered design principles in novel domains. For instance…
It achieves profound, focused results with elegance, meaning that a
great deal is accomplished by a performer who expends little effort and
encounters minimal cognitive challenges as goals are established and
accomplished. (Example: Completing a total sales transaction in
one or two clicks.)
It is self-contained, with high levels of integration of all elements
required for successful work performance by very experienced through very
inexperienced personnel. Appropriate constructs come to performer,
regardless of competence / level of experience, without the performer having
to make context- and experience-specific choices.
Changes dynamically to accommodate changes in business climate,
organizational knowledge and strategy, and wisdom with a minimum of
programmer intervention. At the very least, it does not have to wait
for the next release to respond to and accommodate business dynamics.
Continuously captures and incorporates task structuring, knowledge,
data, tools and communications. Represents each element in its most
powerful form; e.g., highly visual, relationships are clear, language is
natural.
Incorporates powerful, clever metaphors that enable many concepts,
procedures, steps, and pieces of information to be assimilated and applied to
the goal immediately and without confusion. Anticipates and
accommodates changing requirements of performers and business.
Surprises the performer with its richness, representation and
power. Is always self-revealing, regardless of how sophisticated the
tasks it supports. Makes life very easy for performers.
By its forward-looking, anticipatory nature, this criterion defies
concrete description. In essence, the judges wish to be pleasantly
surprised by clever design or application of performance-centered design
principles in novel domains. For instance…
It achieves profound, focused results with elegance, meaning that a
great deal is accomplished by a performer who expends little effort and
encounters minimal cognitive challenges as goals are established and
accomplished. (Example: Completing a total sales transaction in
one or two clicks.)
It is self-contained, with high levels of integration of all elements
required for successful work performance by very experienced through very
inexperienced personnel. Appropriate constructs come to performer,
regardless of competence / level of experience, without the performer having
to make context- and experience-specific choices.
Changes dynamically to accommodate changes in business climate,
organizational knowledge and strategy, and wisdom with a minimum of
programmer intervention. At the very least, it does not have to wait
for the next release to respond to and accommodate business dynamics.
Continuously captures and incorporates task structuring, knowledge,
data, tools and communications. Represents each element in its most
powerful form; e.g., highly visual, relationships are clear, language is
natural.
Incorporates powerful, clever metaphors that enable many concepts,
procedures, steps, and pieces of information to be assimilated and applied to
the goal immediately and without confusion. Anticipates and
accommodates changing requirements of performers and business.
Surprises the performer with its richness, representation and
power. Is always self-revealing, regardless of how sophisticated the
tasks it supports. Makes life very easy for performers.
Prior State:
(Required)
In the prior state, inspections were accomplished using
paper forms and notations from the inspector. Accuracy relied solely on
the skill of the inspector and their ability to interpret references
consisting of several hundred pages.
Processing of data required several days as the inspector’s
paper based forms from the day’s inspections would have to be sent by the
inspector to the central processing center where the data was entered by hand
and records were updated. From that data invoices were sent to the
customers being inspected.
Insert a description of the processes and/or system(s)
that were previously used to perform the function that your solution now
supports. If a system was used to perform this function, please consider
including a screen shot of it.
User Profile:
(Required)
USDA Inspectors can range in age from early twenties to
sixties. They are male or female and are usually college
educated. They usually have some sort of agricultural experience or
education. Experience levels as an inspector range from recent
inspector school graduates to several decades of experience as an inspector.
This profile did not change as a result of implementing
FEIRS, however the performance became more consistent across the wide range
of experience across the inspector workforce.
Insert a profile of typical users; their skills,
education level, job experience and business knowledge. Did this profile
change as a result of implementing the PCD Solution? If so, please
explain how.
Results:
(Required)
FEIRS reduces the cycle time required to generate
certificates by eliminating the shipping of paper records to a central
administrative facility, where inspection data was manually entered into the
system. The previous manual approach lengthened the process as well as
introducing potential errors. See figure below.
An added benefit of FEIRS is that the bulletin feature can
be used to combat agro-terrorism. A clear depiction of any threat and
actions to be taken can be rapidly deployed to the entire inspector force
with their next data upload. This replaces sending faxes and making
phone calls to alert inspectors to potential threats.
Insert a summary of any performance improvement data
you may have collected. For example, this might include information about
reductions in errors, training time, or the time it takes to perform specific
tasks.
Other Evidence:
The FEIRS application, installation instructions, basic
manual and demonstration animation were sent to EPSSCentral on 18 August
2006, via FedEx.
Describe anything else that contributes to your submission
being an exceptional and/or innovative PCD Solution entry.
