Groom eBenefits KPIs for KPI dashboard

[joanneesteban]

Issue Description

Groom team KPIs for technical feasibility. There's currently an eBenefits KPI dashboard on Domo that will need to be reconfigured.

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Tasks

• [ ] Groom analytics for technical feasibility
• [ ] Document data sources for each metric
• [ ] Document unavailable vs. available metrics
• [ ] If any, add implementation issue for additional necessary implementation

Acceptance Criteria

• [ ] VSP Analytics & Insights understand which KPIs are feasible, how to retrieve them, and has a documentation of blockers for additional KPIs

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KPIs in Epic.

[bmcgrady-ep]

@jason-gcio - I am grooming the KPIs for the eBenefits KPI dashboard and have a couple of questions. In regards to this ticket, what does RBPS mean in terms of the metrics? Also, where does this data live?

[bmcgrady-ep]

eBenefits KPI	Drilldown	Data Source	Go/No Go
Page views on Manage Dependents unauthenticated content	Page contains /disability/add-remove-dependent/	BigQuery	✔️ Go (in staging)
Successful application submissions	event label = disability-21-686c--submission-successful	BigQuery	✔️ Go (in staging)
Number of auto-approved applications by Rules Based Processing Service (RBPS)	N/A	Regular Report or API	❌ No Go (don't currently have the data from RBPS)
Time to manually process submissions	N/A	Offline	❌ No Go (offline metric)
% of Dependency Claims that go thru RBPS / manual processing	Total Dependency Claims / (RBPS claims processed + Offline claims processed)	Regular Report or API	❌ No Go (don't currently have the data from RBPS)
Time to complete Form 686c	N/A	BigQuery	✔️ Go (in staging)
% of submitted vs. draft RBPS submissions	N/A	Regular Report or API	❌ No Go (don't currently have the data from RBPS)
Number of Dependency Claims processed within n days of submission regardless of approval method	N/A	Regular Report or API	❌ No Go (don't currently have the data from RBPS)
% of people who land on wizard and start the application	Goal Funnel: 1. event label = cta-primary-button-click on page: /careers-employment/education-and-career-counseling/apply-career-guidance-form-28-8832/introduction 2. event label = login-successful-start-form or no-login-start-form on page: /careers-employment/education-and-career-counseling/apply-career-guidance-form-28-8832/introduction	BigQuery	Future 🔶 Go (once implemented)
% of people who abandon (Abandonment Rate)	Goal Funnel for Form 28-8832	BigQuery	Future 🔶 Go (once implemented)
% of people who complete the form	Goal Funnel for Form 28-8832	BigQuery	Future 🔶 Go (once implemented)
Customer Satisfaction (CSAT)	N/A	CSAT data	Future 🔶 Go (once implemented)

Note: Per slack conversation with Jason Wolf, we are waiting on data for the RBPS metrics. Also, the dataLayer for CH36 (Form 28-8832) still needs to be implemented.

[bmcgrady-ep]

Hi @jason-gcio! Do you have an update on the RBPS data or is there someone you can put the Analytics & Insights team in contact with that can get us the RBPS data?

[jason-gcio]

Hey @bmcgrady-ep - no update as of yet, but I asked again just now.

[bmcgrady-ep]

@jason-gcio - Thank you for following up with them. Please let us know when you hear from them. Thanks!

[bmcgrady-ep]

Hi @jason-gcio - We currently have the following metrics available (in staging) for a dashboard: Page views on Manage Dependents unauthenticated content, Successful application submissions, and Time to complete Form 686c. Are these metrics alone useful (in decision-making) for a dashboard for your team?

[jason-gcio]

Yes, definitely. I hope to get a hold of actual submission data soon. Thanks!

[bmcgrady-ep]

@jason-gcio Good to know, thanks! Also, can you provide an update on when 686c will be live? Thanks!

[jason-gcio]

Its in prod now actually while we move through integration testing and UAT. But its not publicly available.

[johnny-jesensky-adhoc]

Dashboard is still listed as WIP in Domo closing this ticket.