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2019 BFMA Annual Conference: Sessions May 7

Sessions for Tuesday, May 07, 2019

Overview | Conference Packages | Sessions | Speakers | Travel | Presentations

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* Pre-Conference Activities


Forms Management (500s)

Forms Technology Solutions (600s)

6:30am – 5:00pm

Registration Desk open

7:45am – 9:00am

Breakfast Keynote

9:10am – 10:00am

501How bad is your survey, on a scale from 1 to 10?

Presenters: Dan Zola and Kerry Thompson

Have your ever received an online survey and...

  • Ignored it
  • Took the survey only to abandon it half-way through, or
  • Submitted answers that you knew were wrong?

You're not alone.

When done right, an online survey is an invaluable tool. Surveys help to:

  • Understanding your audience
  • Know what messages make sense to your users
  • Impart the value of your product to your customers
  • Drive business strategy & increase product innovation

But how do you create, distribute and analyze a winning survey?

Dan Zola of Sway UX has spent a career crafting surveys that work for dozens of industries, from Hospitality to Healthcare.

601 Improve customer experience with omnichannel data collection and unified forms processing

Presenter: Mark Jackson

The past 20 years has seen many advancements, and we now have a lot of ways to collect, submit, and process data using a variety of forms and automation solutions. We’ve pushed out capture solutions to become a paperless office, we’ve been on a digital transformation journey to the web, and we’re now gathering information from smartphones and automating processes with robots. But are we getting better at meeting customer expectations or more efficient handling the data we collect? Maybe not but we can with an omnichannel approach to data collection and integrated forms processing.

10:10am – 11:00am

502 Same Forms, Same Vendors, Provable Hard-dollar Cost Savings

Presenter: Dustin Borklund

Despite our best efforts to become a paperless society, printed material still exists. If you handle the printed forms or other documents for your organization, how do you decide how many to order and where to keep them? Do you take the vendor’s recommendation? Do you base it on an arbitrary period like “3 months” worth of product? We know ordering too many is bad because you might end up throwing them away when the product changes. We know ordering too few is wrong because you might run out or overpay. So, how do you know? This question will be answered definitively. Other tips and tricks will be discussed for anyone who manages printed forms. To get the most out of the class, bring an actual print quote (company names redacted) with you that has two quantities and two prices for the same product.

You'll learn:

  • How to easily calculate the exact right amount to order of any printed product.
  • Prove to management how you save money simply by adjusting your order quantities.
  • How to calculate your own prices that your vendor will use.


602 BFMA Body of Knowledge: Selecting Content for Your Forms Management Intranet

Presenter: Terri Hansen

A web presence is a prime method of communication with your organization, form owners and users. Detailing the services the department offers, how-to use the services, FAQ, contact information, etc. are only a few of the items that should be documented on the web. It may be a way to access the forms catalog. Ongoing maintenance of web information is vital.

11:10am – 12:00pm

503 BFMA Body of Knowledge: Evaluating the Project Request

Presenter: Olufunke Somefun

The Forms Management programs receives several requests for Forms. Before beginning in-depth work on the development or production of a form, it is crucial to ensure the form owner and the Forms Management Program areas define and agree on the intended purpose, business requirements, desired outcome, scope and timeline of the project. To achieve this, the Forms Management Program assigns a forms analyst or business process analyst to evaluate the project request regarding its nature, resources, feasibility, priority, risk, timeline, and alignment with organization priorities. This session also will be reviewing the elements to be captured in a Form Project Request.

603 CASE STUDY: Improving Customer Experience in Regulated Industries

Presenter: Eric Stevens

Organizations are struggling to make the transition to personalized, customized documents from the static, generic documents that most customer see today. Organizations know they should shift to interactive, personalized document delivery models in order to dramatically improve the customer experience, yet they delay because of concerns around approvals and compliance. This session will include examples from regulated industries showing how personalized documents are the foundation for a digital transformation and can dramatically improve the experience for customers.

12:00pm – 1:00pm

Birds of a Feather Lunch

1:10pm – 2:00pm

504 BFMA Body of Knowledge: Understanding Your Organization for Process Analysis

Presenter: Olufunke Somefun

Understanding the business structure of your organization is imperative to ensure that the Forms Management Program provides forms that flow throughout your organization effectively and efficiently. Process analysis is an analysis method that helps to increase the efficiency and effectiveness of a process. This session introduces practical examples, discussions and engaging activity.

604 CASE STUDY: National General, Turning a Paper Problem into an Electronic Solution

Presenter: Peter Hyjek

The session will provide a case study on how a national insurance company converted a paper-based forms business process to an electronic Enterprise Content Management solution, eliminating the receiving, filing/storage and manual retrieval of critical USPS forms for litigation. This solution includes electronic receipt of the documents from an external print/mail vendor, automated ingestion and indexing, and a searching/results process that locates the required forms in seconds, rather than hours.

2:10pm – 3:00pm

505 BFMA Body of Knowledge: Governance

Presenter: Ray Killam CFC, CFSP

A forms mandate, policy, strategy, mission, vision and objectives are imperative for a well-run Forms Management department. They help define roles, authority and responsibilities, and are part of the organization’s governance. Their absence can result in lack of senior management understanding and support, undefined roles, poorly implemented policies, inefficient and undocumented processes and forms, lack of regulatory compliance, outsourcing of Forms Management functions, and more importantly, increased risk to the organization.

605 My Mind Says Yes, But Your Forms Say NO

Presenter: Richard Walker

The best companies in the world thrive because they understand how to provide the highest quality service. Are your forms holding you back from greatness? Forms are one of the fundamental tools in the world of business yet few have learned how to turn forms into a point of service for your customers. When you treat forms as a tool it turns customers away. Learn how to make forms part of your service and onboard more customers faster.

3:10pm – 4:00pm

Plenary Session—Transforming the Customer Experience Inside-Out: Building a Digital Foundation with Data and Platforms (MetLife)

4:00pm – 6:00pm

Triple D Reception


BFMA General Meeting

All BFMA members are strongly encouraged to attend the Annual Meeting that is required by our bylaws. The General Meeting brings the installation of the new Board of Directors for the coming year and a chance for members to show their support of these people who volunteer so much of their time. The Association President will discuss the state of the Association.


Incoming Board of Directors Meeting

BFMA members are always welcome to BFMA board of directors meetings. This meeting is required by our bylaws and is attended by all newly installed Directors for the 2019-2020 Board.

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more Calendar

11/9/2020 » 11/10/2020
2020 Virtual Conference

10/1/2021 » 10/31/2021
2021 BFMA Annual Conference (exact date TBD)

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