Use Case - Business Licence Application

The use case describes how a City that requires a business licence for every operating business can make use of formsflow.ai capabilities. The City can publish an online form for business licence application submission and configure an approval workflow to process these submitted applications.  

The below steps describe how an application for a business licence can be created and executed with a one-step approval process using formsflow.ai 

Setup Users, Groups & Roles

An online business licence application can be submitted by citizens or businesses that have an account with the City services. When an application is submitted, an email is triggered to the City staff to review the application, ask for any additional information needed from the business, ensure that the application is complete before it can be approved. 

We can broadly divide the actors or users involved in this
use case as – 

  • Citizen or business – the client who would submit the application 
  • Staff user – who reviews and takes a decision on the application
  • Staff user – who is in charge of designing the business licence application form 

Based on the actors involved, the user, group, and role creation and management are performed in Keycloak by the Keycloak administrator.    

  • 1

    Create Users

    Users are created in Keycloak by choosing the appropriate realm and navigating to the User menu  

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  • 2

    Set User Credentials

    Once the user is created, the login credentials are set in the credentials tab  

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  • 3

    User Group Mapping

    The user is then mapped to the appropriate group in the Groups tab  

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Designing an application form

  • The City staff (Peter Watts) oversees designing the business licence application form 
  • He is mapped to the designer group in Keycloak 
  • Peter Watts will only have Forms menu option in formsflow.ai 
  • He follows the below steps to design a business application license form  
  • Create form
    Create Form
  • Choose the components
    Choose the components
  • Save the form
    Save the Form
  • Associate with Approval Workflow
    Associate with Approval Workflow
  • Publish the Form
    Publish the Form

Example Design

Below is an example of how different elements from the menu can be used to design a form  

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Design Text Field Component

  • 1

    Edit Settings

    Click on the Settings gear icon

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  • 2

    Provide Label

    Provide a suitable label for the text field

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  • 3

    Configure Validation

    Check on the required validation and any other validations that need to be performed

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  • 4

    Set Property Name

    Provide a suitable property name for the field to be passed to the backend

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Submitting an Application Form

  • A citizen or business (e.g. David Langer) requiring a business licence will have to be registered with a City Services account 
  • A web service can be used to map these accounts in Keycloak to the Client Group  
  • David Langer will only have two menu options when he logs in to formsflow.ai - Forms: to submit a new application, Applications: to view all submitted applications, status, and history 
  • 1

    Submit New

    Click ‘Submit New’ in the Forms menu to start filling in a new application  

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  • 2

    Fill Details & Submit

    Fill in the relevant details and click on Submit at the bottom of the page. Validation messages for each field will be displayed as and when the user makes an invalid entry  

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  • 3

    Application Submitted

    Once the application is submitted, the user is displayed a non editable version of the application with an option to download the application. The application status will now appear as ‘New’  

Other Available Options

The below section describes the various options available for a client login.

  • 1

    Download Applications

    Once the application is submitted, the user is displayed a non editable version of the application with an option to download the application.  

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  • 2

    View Applications

    • Click on the Applications menu to see the newly submitted application  
    • Click on the View button to see the non editable submitted application in a new tab  
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  • 3

    View Application Details

    • Click on the Application ID to see the below details of an application  
    • The Forms tab shows the submitted application (non editable) 
    • Clicking on the History tab shows thevarious stages through which the application is processed. Clicking on the View Submission from here gives you the
      version of the application at that state.
        
    • The Process Diagram shows the approval workflow diagram  
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Reviewing/Approving an Application Form

  • The City staff (Nancy Smith) is responsible for reviewing and taking a decision on the business licence application submitted
  • She is mapped to the reviewer group in Keycloak 

Nancy Smith has the below menu options 

  • Forms – to view all the available form templates 
  • Applications – to view all submitted applications, status, and history 
  • Tasks – to take an action on the submitted applications (approve/reject) 
  • Metrics – a graphical interface to view all different types of applications submitted and their status over a period of time 
  • Insights - this section provides meaningful insights based on the data that the user input while submitting an application  

 

  

Steps to Review Application

  • 1

    Tasks Menu

    • Go to the Tasks menu to take an action on the application
    • Click on Review Submission to see the overall details of the application  
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  • 2

    Review Submission

    • Click on Assign to me, to assign the application to the logged in reviewer to take an action. Notice that clicking on Assign to me displays the logged in username with also an action to Unassign 
    • The reviewer is provided with the option to Approve or Reject the application. Choose the relevant option and click submit. The review status options can be configured in Camunda. 
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  • 3

    Application History

    • Once the application is approved or rejected, the new status change shows up in the History tab. The client can also see the Rejected status once he logs in.  
    • Clicking on the History tab shows the various stages through which the application is processed. Clicking on the View Submission from here gives you the version of the application at that state. It especially useful if there is a two-step approval workflow with the approver reverting the application to the client for possible edits.  
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Viewing Metrics and Insights

  • The City staff (Nancy Smith) who is mapped to the reviewer group in Keycloak can view the Metrics and Insights Menu 
  • Metrics - The metrics displays a pie chart that depicts the different types of applications made in the system based on their status over a period  
  • Insights - Insights provides meaningful data interpretation based on the user input while submitting an application. This can be configured in Redash and made available in formsflow.ai.

Below is an example of a dashboard setup for New Business License Applications.   

Enabling Sentiment Analysis

Currently, formsflow.ai supports a custom component for designer to enable fields for sentiment analysis. To use the custom component in formsflow.ai follow the below steps:  

  • 1

    Design Forms

    • Login with the designer role 
    • Choose a new/existing form and click edit forms button 
    • Drag and drop Text Area with Analytics component from the Basic section in left panel  
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  • 2

    Configure Settings & Save

    • Choose the settings icon of Text Area with Analytics component and go to section Data -> Add the Key topics for Sentiment Analysis like facility, service etc. 
    • Click the save button.  
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  • 3

    View Sentiment Analysis Dashboard

    Login as a reviewer, navigate to Insights menu to view the Sentiment Analysis Dashboard which displays a graphical representation of positive, negative and neutral feedback  

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