Closed lpciferri closed 6 years ago
Noting that we discussed the desire to build BVA dispatch/outcoding functionality for AMA appeals first. What would be the desirable process to finalize an appeal at the Board and ensure it's ready for transfer to VBA, without the constraints of the legacy process? (There will be legislative constraints, of course.)
We can take a similar approach to co-located admin support - where we built with an eye toward the future state.
@allyceh @amprokop and @laurjpeterson connected on 7/27/2018 to discuss scope. We reviewed the ideal state, october scope, and extra ideal flows in this mural.
Build for BVA dispatch:
Build for IDT:
On August 14, @laurjpeterson , @nicholasholtz , and I briefly discussed giving board members the ability to edit POA. Here is where we landed: Give people (specific board members TBD, but def Dispatchers) the ability to update the POA name. This does not include editing the POA address. Hopefully, we can tie address to POA name so that when the POA name is edited, their address is reflected. If Dispatchers see any issue with the address, they'll have to reach out to someone else to update it (TBD who this is). As a starting point, we'll see how dispatchers feel about this during testing and make sure it meets their needs. cc: @amprokop
High-Level Results from Usability Testing
Dispatcher Requests from Usability Testing, likely to be addressed post-Oct
Gaps/Open Questions
Met with @mdbenjam @amprokop @aroltsch @lowellrex @laurjpeterson to chat about Oct Scope, edge cases, and temporary workarounds, based on recent changes + outcomes from usability testing one user.
Open questions are captured in this mural and below: https://app.mural.co/t/workqueue2001/m/workqueue2001/1535565721180/6fc33e4466b959672928b346bbf07e97a7af9c0a
@nicholasholtz cc: @laurjpeterson and @marvokdolor-gov , I am (intentionally) getting in the weeds after usability testing with the BVA Dispatch team and trying to identify any edge cases they might have to handle when using Caseflow on Oct 1 (so that we have a proposed solution).
Edge case 1: POA is incorrect in Caseflow and needs to be changed.
If POA is incorrect in Caseflow, Lauren and I were talking about two options we have for our pilot users to change it: 1) We get one of our pilot users access to SHARE so he can be a point person for updating POA during the pilot and for the long-term. He is currently is responsible for making other permissions-based updates in VACOLS and is used to having blockers or problem cases escalated to him. This would help the Dispatch team get cases out more quickly and fix any inconsistencies. 2) We learned that the co-located team has access to SHARE and uses it. We could have dispatch rely on co-located to update POA. Dispatch could send an email to co-located to request an update to POA. Once Dispatch users have queues later down the line, they could assign a task to co-located to update POA for them, and email goes away.
I'm a bigger fan of option one because we're letting the Dispatch team solve problems without needing a feedback loop. As we're revisit this again, @laurjpeterson and I wanted your take and to see if there's anything I am overlooking here.
@allyceh Did Rolandus have thoughts on one of them getting access to SHARE? That seems like it could be a relatively small lift if he was good with it.
Notes from convo with Rolandus 9/20:
I believe that Dhonyale should be able to get them set up - standard CSEM stuff. @laurjpeterson
Sent Dhonyale, Rolandus, @nikitarockz, @nicholasholtz, and @allyceh an email to initiate CSEM access for Will, Libby, and Corey. Dhonyale's out of office reply said she would be back in the office on Monday, September 24th.
Closing because we've delivered a solution for BVA dispatchers for October 1, 2018 RAMP appeals pilot. We'll continue BVA dispatch work with #5591
Background
Broadly, dispatching a case includes the handoff from the judge (who signs the decision) to the BVA Dispatch team responsible for mailing out the decision to both the Veteran, their representative, and congress member (if applicable). The appeal is then routed to the next Area of Jurisdiction (AOJ) the appeal should travel to for adjudication, based on the type of decision.
The Board built an Interactive Decision Template (IDT) that populates Veteran data from VACOLS, text from the CFR, and other "snippets" of language for decisions from an Access Database into one of the various decision templates in MS Word. All attorneys and judges are now using the IDT for legacy appeals. BVA Dispatch employees use the IDT to review and mail decision letter and have integrated it in to their workflow, too.
Goals
Business goals
Internal goals
Stretch goals
Top pain points from research
User stories
Since this epic touches on several parts of the appeals process, it's broken up into phases (below)
BVA dispatch distributes cases to team members
Open questions
BVA dispatch checks and mails decision
Open Questions
Upload to VBMS
"Outcoding"
Other outcoding notes:
Related Issues
Issue #5591: Streamline/replace Caseflow Dispatch
Other Helpful Background Info
Resources
BVA dispatch error study
Errors tracked
Resources about DTA errors and BEAAM
Email from Marissa Caylor with IDT requests
Decision template types
Pre-IDT dispatch process
Pre-Interactive Decision template dispatch process (see Mural from Queue discovery, fall 2017):