Contact Center Review for Benefits 2 - Combined Debt Portal

[denisecoveyduc]

Request the Contact Center Review

What this form is for

Use this template to request a Contact Center review of your product.

Please review the Self-service Product Guide Template link and the Contact Center Review How to link

Description

Combined Debt Portal - Providing Veterans with a singular combined experience where they can see all of their financial matters in one place. Including VA Debts, debt letters, and health care copay statements.

Launch Date

Original goal was mid to late June but with staffing changes we are now aiming to launch early July after usability research has been conducted.

• Release Plan

Version Number

Please provide the version number of the guide and/or video. I am hoping we can identify the current product guide for the debt portal to which we can update it.

Product Guide

Please provide product guide link

Product Video

Please provide product video link

Product Video Transcript

Please provide product video transcript link

Acceptance Criteria

• [ ] Platform: Contact Center QA has been completed
• [ ] Platform: Contact Center sends artifacts to appropriate contact centers
• [ ] Platform: Platform Collaboration Point Tracker is updated

Additional information

Please refer to Platform Collaboration Cycle or the Contact Center Review Touchpoint on Platform website for more information about the Collaboration Cycle.

[starlow00]

Hi @denisecoveyduc. Regarding your Slack message, the only debt-related product guide to which I have access is the following (currently in version 3): VSA-Form-5655-Product-Guide-v3.docx

[denisecoveyduc]

Thanks @starlow00 So there isn't one for the Debt Portal or manage-va-debt at all? That surprises me.

[starlow00]

Hi @denisecoveyduc . That's the only debt-related guide to which I have access. The other national call centers outside VEO may have others, I don't know. Sorry I can't shed more light on this for you!

[denisecoveyduc]

Thanks @starlow00 I am still a little confused as to where the product guides live/go. I looked thru GH and found this old contact center review from the first release of the debt portal back in 2020.. it is so outdated though it isn't of much use. Contact Center Review for Debt Letters MVP + Iteration2 #12948

[starlow00]

Hi @denisecoveyduc The product guides I work with are in VEO sharepoint at https://dvagov.sharepoint.com/sites/VACOveohotline/Training%20Files/Forms/AllItems.aspx?newTargetListUrl=%2Fsites%2FVACOveohotline%2FTraining%20Files&viewpath=%2Fsites%2FVACOveohotline%2FTraining%20Files%2FForms%2FAllItems%2Easpx&id=%2Fsites%2FVACOveohotline%2FTraining%20Files%2FKM%20Docs%2FVA%2EGOV&viewid=20f6569c%2D2353%2D4bb3%2D8b1d%2D7d2cf9919651