The Road To Wireless Forms Processing

While forms processing VARs and integrators trek down the road of customer requirements, they need to consider what looms around the next bend. Wireless technology for forms processing isn't just around the corner. It's right in front of us. John Marx, managing partner of 80-employee integrator Open Systems Group (OSG) (St. Louis), knew that wireless was the correct route. He recognized his customers' need to rejoin their mobile workforces with the workplace.

In addition to providing custom technology solutions, from systems integration to customer applications development, OSG now implements wireless solutions. These solutions include cellular, CDPD (cellular digital packet data), and spread spectrum technologies (see "Talk The Wireless Talk," pg. 54). OSG sees wireless applications as a way to eliminate paper forms processing and to enhance workflow for clients that have mobile workforces. An important part of OSG's wireless solutions is its own document management software product, called Para-Docs, which integrates Parascript's (Niwot, CO) natural handwriting recognition software into it. The Para-Docs software handles the IP (internet protocol) communication over the CDPD network. It uses XML (extensible markup language) to create an open architecture for client to server communications. The software is designed for the scanning and workflow aspects of document management, but it is also an important part of OSG's wireless forms processing solutions.

Wireless Forms Processing Today
The San Antonio Police Department is the first client to use OSG's wireless forms processing. In the past, police cars used terminals on radio frequency networks. The terminals allowed police officers to request the "wants and warrants" on drivers by using their license checks and drivers' license numbers. If they didn't use in-car terminals, they would have to issue audio requests on the radio waves, perhaps interfering with important 911 dispatches.

"San Antonio's police force has grown to more than 750 officers on patrol, so it's more important than ever to protect audio frequency," said Marx. Because of its growth, the city knew it would have to expand its radio frequency network, and this would require new tower installations at a cost of $6 million. At the same time, AT&T was installing a CDPD network in the area. AT&T convinced the police department that the network would be reliable enough for use with patrol car computers.

OSG won the bid to replace the patrol cars' radio frequency computers, and now laptops can do those wants and warrants searches over the CDPD network. The laptops are ruggedized and were originally created for the military by companies like Panasonic. Marx said the cases are made out of nearly indestructible alloys, and parts are seated differently so they are shockproof.

In addition to the wireless technology for electronic forms processing, the San Antonio Police Department now uses GPS (global positioning systems) and AVL (auto vehicle locator). Police dispatch knows where all the police cars are, and the cars can bring up maps on the computer screen to find the location of a call. When the police get to the scene, they can key in the report and file it electronically. A workflow module routes it to a supervisor who is also in a car on patrol. The supervisor approves the report and transmits it. The electronic form goes to the substation server, the main server, and then to the document management network in San Antonio.

Other Applications For Wireless Forms Processing
Vertical markets that have a cost recovery model for timely transition of information need wireless forms processing, according to Marx. For example, in home healthcare, information about patients and their medications can be transmitted immediately to the home office. And, while wireless forms processing can increase the quality of patient care, it can accelerate the billing inventory processes as well.

"Businesses with field force automation talk to us about wireless forms processing," said Marx. He said interest has come from distributors of products that need to control materials management. Construction companies that do field supervision of expensive construction projects are considering it for use.

Out in the field, small devices like PDAs (personal digital assistants) are typically used in wireless technology; however, their form factors are not adequate for forms processing, said Marx. Full-format clipboard computers, manufactured by companies like Casio and Fujitsu, can be used in the field for wireless forms processing. They have full screens and accommodate Windows-compliant software. The units display the same number and length of lines that a desktop computer does. They are not physically the same size as a PC screen, but the amount of data presented is comparable.

Another industry that can benefit from wireless forms processing is the insurance industry. Insurance companies are recognizing wireless forms processing as a way to streamline the field adjustment process. "Fewer adjusters can do more field inspections, and the insurance company realizes a definite labor savings," said Marx.

The service industry, with its large field force, is another candidate. Television cable companies have large fleets of service and installation professionals. Car computers can dispatch the professionals so they can service more calls per day. Each truck becomes more efficient. Other wireless forms processing applications include home appraisals and utility meter reading for gas and electric companies.

All of these industry segments have historically used paper processes that can be replaced by electronics. When an appliance repair person uses a part from the inventory in the truck, a form has to be filled out so the stock can be replenished. With wireless technology, the company headquarters finds out immediately that the part has been used. In addition, all customer billing information can be tracked with the wireless device.

Wireless Forms Processing Constraints
An important factor that constrains commercial application of wireless forms technology is transmission costs. Marx reported that it's difficult to build a cost recovery model in a commercial environment because of cost. The CDPD vendors charge the user based on bytes transferred. However, in public safety, as in the San Antonio police department installation, vendors offer a flat rate regardless of the amount of data passed back and forth.

Transmission speed is also another consideration in the wireless forms processing market. At the present time, wireless connections are typically around 19.2 Kbps (kilobits per second). However, when 56 Kbps technology becomes more pervasive, users will be able to download documents faster. New software will enable a one-second transfer time from page to page of a document.

Document Streaming Middleware Allows Quicker Viewing
Recently, audio and video streaming across the Web has allowed users to view concerts and other interesting programs on their computers. The streaming caches the incoming data so the user can view the beginning of a file without having to wait for the entire file to download. OSG's Para-Docs software contains a middleware module with the ability to stream documents, both over the Web and in wireless applications. "We've engineered a technology that downloads one page at a time," Marx said. "It paginates the document on the server through the CDPD 56 Kbps line. So instead of waiting for 90 pages to download, the document comes right up on the user's screen."

Carriers And Connections
With all the hardware and software in place for a wireless application, it will only be as good as its carrier will allow it to be. Wireless carriers are rolling out like cable carriers did. Usually, in a given area, there is only one carrier that builds the infrastructure. Carriers will then roam on each others' infrastructures. Marx reported that in Missouri, where OSG is headquartered, Verizon, a merger result of Ameritech and GTE, provides wireless service. In San Antonio, where the police department is using wireless, AT&T Wireless is the major carrier.

VARs and integrators should beware of dark spots in the network, advised Marx. Networks are strong on interstates, but the signal strength drops in rural areas. Wireless applications must have an offline and online mode. In forms processing, it's especially important that the unit stay operational, even if it's not connected because of a wireless outage. To address this issue, Marx said that his company created what it calls the "elastic client." It looks at what the user is producing and caches data locally to the client. It expands the amount of data on the system, so if it has an outage, it still has the data tables to do all the form validation necessary to finish the operation.

Open Systems Group started 11 years ago in a garage, with no outside capital. Over the past decade, the company has grown through anticipating the needs of its customers and fulfilling them. When a major customer relocated to St. Louis from Dallas, Open Systems Group followed them. The temporary St. Louis office became permanent. John Marx aims to continue looking up the road and being ready to meet the needs of his customers by providing them with solutions like wireless forms processing.

Ann Silverthorn