Contact Center Review for [MHV Secure Messaging on VA.gov] - In Progress

[bryan-riley-va]

This ticket is still in progress and being filled out by the MHV Secure Messaging team

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

Secure Messaging on VA.gov will provide Veterans with the same ability to securely contact their VA health care providers as on MyHealtheVet (MHV) today. The new application will employ modern technology and user-centered design to ensure that the tool is accessible, straightforward, and simple to use. Moving this product out of MyHealtheVet and into the VA.gov landscape will also provide a more seamless and consistent experience than was possible on two distinct web sites.

Launch Date

Q1 2023 for Phase 0

Version Number

Both the guide and video will be Version 1

Product Guide

Please provide product guide link - https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/products/health-care/digital-health-modernization/mhv-to-va.gov/secure-messaging/product/VA.gov%20Product%20Guide_Secure%20Messaging%20on%20VAgov%5B73%5D%20(1).docx

Product Video

Please provide product video link https://github.com/department-of-veterans-affairs/va.gov-team/blob/065ef62c16fbb7cba1f7aec61836c86ce499d496/products/health-care/digital-health-modernization/mhv-to-va.gov/secure-messaging/product/Videos

Product Video Transcript

Please provide product video transcript link https://github.com/department-of-veterans-affairs/va.gov-team/blob/c3e3bbd344d56709050cb01d51180b37aec46abe/products/health-care/digital-health-modernization/mhv-to-va.gov/secure-messaging/product/Video%20Transcript_Phase%200

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 @bryan-riley-va. When you have a draft ready for review (ideally in Word format, but Google doc is acceptable), please attach or provide a link on this ticket. Thanks!

[bryan-riley-va]

@starlow00 Thanks Steven we are working on it starting this week. Thanks!

[ATMiddleton]

@starlow00 will follow up

[starlow00]

Hello @bryan-riley-va. Just wanted to follow up on this to see if you have a product guide draft you can attach to this ticket. Thanks!

[Kimberley2019]

@bryan-riley-va are there any updates that you can share concerning this ticket?

[bryan-riley-va]

Hi @Kimberley2019 we are just wrapping up some design changes then we will update the product guide, video, and get this one moving along for sure! Should have at least a draft of that in this ticket within a few days.

[starlow00]

Hi @bryan-riley-va. Do you have a direct, open permission link to the video for this? I'm thinking in terms of the audience (a Tier 1 telephone agent at a contact center). YouTube is ideal when possible.

[bryan-riley-va]

@starlow00 do you know how others have typically published them? This one is our first video so any feedback or recommendations are appreciated! Meaning is there an account you are aware of that we could post this to?

[starlow00]

@bryan-riley-va , I don't know of a specific account. Ideally, if your team has or creates a private YouTube account where uploads are only available to those who are given the link (in this case, Tier 1 contact center telephone agents), that's best. You might want to confer with your team, but I think that's it.

[starlow00]

@bryan-riley-va The guide itself looks good, have shared it with VEO for review. Once I have their sign-off, I will post the draft on this ticket.

[starlow00]

No changes from VEO. Can include video when a link is available. Latest copy attachedhttps://app.zenhub.com/files/133843125/8e5848da-ce6c-4a04-a117-a62ffce2b789/download.