Call Center Hand-off - Product and Eng Review and Support

[kellylein]

Project Status Overview

Project Objective:

Prove that a Veteran can move between the mobile app and the National Call Center in an authenticated way

The Veteran logs in to the Mobile App and checks a Claim Status. The Veteran has additional questions and clicks on the phone number on the bottom of the page (800-827-1000) (How do we include an accessible option to transition the call?) The Veteran reaches the call center, and because the Veteran is dialing from the mobile app, the call center knows who you are without having to provide any additional information. When the Veteran reaches an agent, the agent knows the Veteran has checked the claim status in the mobile app and asks if the Veteran is calling about the claim.

(Perhaps the mobile app will need a Tap here to talk to a live agent about your claim )

Prove that a Veteran can move between X and Y channels smoothly

Team from Veteran Experience Services (part of OIT) will start in mid-September to work on this experiment to connect Veteran information from the mobile app claim status experience to a call with the contact center.

Current Dependencies / Blockers

Blockers

|Blocker | Team / Owner | Est to Resolution | |-------|---------|-------| | Work not prioritized | PO | Being reviewed for Q4 planning | | | | | | |

Project Timeline

Milestones

|Step | Timing | |-------| ---------| |Sprint 0 - Discovery | | |Step 1 - Strategy | | |Step 2 - Design | | |Step 3 - Building / Implementing | | | 100% Release | | |Step 4 - Post Verification| |

Monthly Update

Updates

|Month| Project Health | Progress & Key Accomplishments| Issues/Risks/Blockers| |-------| ---------|--------|---------| |Sep '23| | Mobile epic created; discussions on Q4 planning consideration | Project not prioritized, limited information known by mobile | |Oct '23|

Detailed Project Scope

Problem Statement

When a Veteran calls a call center, the Veteran needs to go through a call tree, identify themselves, and start every conversation from scratch. Is there a way that the mobile app can reduce the burden on Veterans and improve their customer experience by passing some of this information to the call center?

Assumptions

• Valuable information (confidence = guesses!)
• Identity of caller
• Reason for call (or at least area)
• What you were doing before your call (I was looking at Claims on my iPhone with build 238 of the app)
• Error messages that you encountered
• The call center has a way to ingest information from outside (confidence level = medium)
• Auto-dialer style beep boop
• API that could pull data into CRM system
• That the phone number you call isn’t effectively doing most of this already (one number for claims, another for Rx, etc.)

Risks

• What are the things that could throw a wrench in our efforts?
• Are there steps we can take to mitigate these risks?

1. Lack of connectivity with call center systems
   • Mitigated by solid discovery with call center technologists
2. Our intervention increases calls in situations where it’s not helpful. For example, every error message has a phone number attached
   • Be thoughtful about where the ramps are.
3. Pushing people to call for more information where the call center doesn’t have newer better info
   • Systemic efforts to decrease latency between systems so that there is less incentive to call as an extra check
   • Be up front about refresh rate on status. “This gets updated once a day”
4. This may require re-training with contact center agents. What if they’re not willing to do this?
5. That we won’t be able to track how this is working after deployment.

Definition of Done

Following needs to be true

|Item | Completed | |-------| ---------| | | | | | |

Project Scope

Items in and out of scope

|In Scope | Out of Scope| |-------| ---------| | Start with the Claim Status page and the National Call Center phone number | Passing Veteran data into call center CRM/caseflow | | Create a handoff from that page directly to the Claims tree in the contact center | |

Important Project Links

Links

- [Github](url) - [Product Brief](https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/products/va-mobile-app/features/Call_Center_Integration/Call_Center_Integration.md) - [Product Canvas](url) - Design - [Discovery](url) - [Mockups](url) - [Final Design](url) - [Figma File](url) - Research - [Document 1](url) - [Document 2 ](url) -Analytics - [Document 1](url)

Team Members

Contact List

- **OCTO Product Leads:** Rachel Han and Ryan Thurlwell - **PM:** Rachel Han - **Ad Hoc PM:** Meko Hong - **Engineering:** Jayson Perkins and Jon Bindbeutel - **Design:** Lauren Russell - **External Team 1 & Role:** - **External Team 1 & Role:**

OKR and Analytic Metrics

Metrics

What metrics can we watch to see if our efforts are reaching the desired outcomes? Abandonment rate? Percentage of calls redirected? Quantify any labor savings on call center side? |What we are measuring | Why | Event Name |-------| ---------| ----- | | | | | | | | |

Questions

Open Questions

- How does the Call Center's system work? - What data do they track that we might be able to furnish? - How do they measure success now? Time on task? Number of calls to solution?

Closed Questions

| Question | Answer | |--------|----------| | | | | | |

Change / Decision Log

Change & Decision Log Details

| Change | Rationale | Decision Maker | Date Change | |-------|------- | -------- | -------- | | | | | | | | | | |

Checklist

Toggle Product Checklist

**Project Kickoff & Requirements Gathering** - [ ] Project Kickoff session - [ ] Initiative Scope finalized - [ ] Link Product Brief - [Sprint 0 ](https://docs.google.com/document/d/1WHDJ1iCt9J-acLx8_DSL4tkRKoVYqJGaRUqXuFf7ceg/edit# ) - [ ] Link to Implementation Strategy - Implementation Plan - UAT Plan - Release Plan - Metrics Identified (what metrics are we capturing, how do they tie into stakeholder OKRs, etc) **Pre-Production Readiness** - [ ] Associate Readiness - [ ] Update product guide - [ ] Coordinate with contact center support teams - [ ] What’s New Content - [ ] App Store/In App messaging (if applicable) - [ ] Coordinate with Release coordinator - [ ] App store Content changes required? Y/N - [ ] App store images needed? Y/N - [ ] QA Signed off - [ ] UAT complete - [ ] Obtain Go/No Go decision **Feature Go Live** - [ ] Ensure Waygate/Feature toggle release ticket submitted w/engineering & QA - **Template: Turn on Waygate/Turn off feature flag** - [ ] Coordinate with content & release coordinator if what’s new in app is required

Toggle Team Collaboration Checklist

- [ ] Design Intent & Feasibility discussions - [X] Research needed? No - [ ] UAT Needed? Yes/No - [ ] Ticket creation - [ ] Demo feature (mid check, end of development)

Toggle Design/UX Checklist

- [ ] Review problem/opportunity statement - [ ] Add questions and assumptions to product brief - [ ] Add research links to product brief - [ ] Document high-level research/design plans - [ ] Create lo/hi fi wireframes & user flows if applicable - [ ] Add links to Epic & applicable GitHub folders - [ ] Socialize designs - [ ] Sign off received - [ ] Complete Design QA - [ ] Does it require component review? - [ ] Accessibility review needed?

Toggle Content Checklist

- [ ] Review product brief and surface any questions, assumptions & risks - [ ] Participate in project discovery and kickoff activities/ceremonies - [ ] Complete comparative analysis/content research activities for net-new content - [ ] Review current content and determine where app may need to differ and potential improvements to share with web - [ ] Review past VA research and decisions documentation - [ ] Support Research & UX Design in research sessions and synthesis - [ ] Make content recommendations for lo-/hi-fi wireframes in collaboration with UX Design - [ ] Collaborate with Sitewide Content team for alignment, improvements, and sign-off - [ ] Participate in FE hand off - [ ] Complete content QA - [ ] Write copy for What's New In App - [ ] Write copy for app stores' What's New sections. - [ ] Write copy for updated screenshots in app stores

Toggle Engineering Checklist

- [ ] Are UI designs/ specs available/ready? If yes, they should be attached to attach specs. (We are assuming the design specs have been approved) - [ ] Are there any deadlines that need to be met? - [ ] What is the roll out plan? (Do we need a feature toggle? is this going to be available to every user immediately or do we want to roll out to a few users first) - [ ] Does this project require api integration? if yes, what api endpoint are we integrating with and what is the expected response body? - [ ] Do we want to capture analytics for this projects (i.e. update GA, add logs to grafana/datadog etc)?If yes, what metrics would we like to capture?

Toggle QA Checklist

- [ ] Create test plan - **Template: QA Test Plan** - [ ] Identify test data needs - [ ] Gotten & incorporated test plan review - [ ] QA Complete - [ ] Waygate tasks complete - [ ] Added new feature cases to the RC in TestRail - [ ] Added feature cases to appropriate section of active cases in TestRail - [ ] Spun up a (future) UI automation ticket for new feature

[bischoffa]

Updated epic to include template and specific details that were in the product brief. At this time not a lot of information for mobile to plan with but will use what we have and make estimates with what we have.

[kellylein]

VES team (Tanzu) working on this will just need Mobile to answer questions and support their work. They will likely reach out to us in November. No Mobile implementation in Q4 23.