VBA call center hours are missing or inconsistent

[Mottie]

What happened?

The Veteran Benefits Assistance (VBA) call center has listed hours throughout the website, but they are not consistent. While briefly searching, I found:

• 8:00 a.m. to 9:00 p.m. ET (correct times)
• 8:30 a.m. – 4:30 p.m. ET (some 526 pages)
• 8:00 a.m. to 7:00 p.m. ET (letters app)
• 8:00 a.m. to 8:00 p.m. ET (debt letters)

I called the number and learned that the first time range 8:00 a.m. to 9:00 p.m. ET is correct.

We need to go through all the vets-website code and correct these times, and verify that all times stored in the CMS are also correct.

Note:

• Many entries for VBA's number (800-827-1000) do not include hours of operation

  Example code

  ```jsx

  If you requested a decision review and haven’t heard back from VA yet, please don’t request another review. Call VA at{' '} .

  ```

• And some listings bundle in the 711 TTY number, which may have different hours of operation.

  Example code

  ```jsx

  We need more information from you before you can {titleLowerCase}. Please call Veterans Benefits Assistance at{' '} (TTY:{' '} ), Monday through Friday, 8:00 a.m. to 9:00 p.m. ET to update your account.

  ```

Specs:

• Device: All
• Browser: All
• Test User: All

Steps to Reproduce

• URL: Multiple
• Test User: All

Desired behavior

The user should get all and consistent office hour information for the VBA number.

Acceptance Criteria

• [ ] Consistent hours of operation should be shown to the user

How to configure this issue

• [ ] Attached to a Milestone (when will this be completed?)
• [ ] Attached to Epic (what body of work is this a part of? possibly Ongoing Maintenance)
• [ ] Labeled with Team (product support, analytics-insights, operations, triage, tools-improvements)
• [ ] Labeled with Practice Area (backend, frontend, devops, design, research, product, ia, qa, analytics, contact center, research, accessibility, content)
• [ ] Labeled with Bug

[Mottie]

Form 526 issues have been fixed in this PR - https://github.com/department-of-veterans-affairs/vets-website/pull/14271

[jilladams]

@Mottie this ticket slipped through the cracks with the Facilities team. Am assuming it's still real / we need to follow up, unless you can say otherwise?

[Mottie]

Our team now only owns the decision review apps (HLR, NOD & Supplemental Claims). I haven't checked on the other apps listed in this ticket in a long time, so this might need to be reviewed by the respective team