alevindecanini
commented
1 year ago Notes from call with Chante:
Contact support & Login.gov adoption team 051223
Chante John Rahaghi Porta Elizabeth Anthony
Porta: As we look at finalizing different pathways: Organic adoption Reactivation IPP Keep support in mind
What do you (Chante) need to be informed of? Anticipate spikes in calls Knowledge articles? Escalation paths?
Also looking at features and target users: Modeling what volume might look like 
Folks with DSL/MHV & Login/ID.me: Reach out to them - ensure you still have access
Chante: We have reporting on numbers - ID.me vs. Login.gov vs. DSL vs. MHV What’s tricky: we don’t manage the contact center that handles We work with them But don’t have control of system (Salesforce CRM) Granularity isn’t great But we can pull reports easily, ie which issues have been classified as ID.me Have subtopics as well:
Contact Center Domo dashboard: https://va-gov.domo.com/page/130739792
In Salesforce reporting: Qualitative summaries, which you can pull Porta: Can we get access? Or coordinate with your team? Chante: We don’t manage control, can always request access Starting point: We have a data request form that can be filled out, start there - Github template Pulling data Then have a discussion It’s helpful to see what’s available, determine whether it should come on a regular cadence and what you really need ie If qualitative stuff isn’t helpful (minimal or wrong info?)
Defining escalation pathways? Chante: Telling people essentially to create an account Now: We point them toward login.gov or id.me for help They’re more expert in that arena of support Tier 2 queue comes from Tier 1 agents We don’t see a ton of cases that are anything outside standard (Credential isn’t working, etc.) Users may say they didn’t get the support they need, so they’re coming to us Need to understand why they can’t do it Also have instances where we see: not just frustrating process, but some kind of technical blocker For that, we’ll try to escalate to credential group, and typically escalate to VA.gov Identity team or IAM team Depending on the error message, we can determine if it’s an IAM problem Over the past month, have been refining Are we doing it quickly enough? How can we improve? Now have a process to escalate immediately, review cases, dramatically reduce number of cases coming into the queue What are you looking for in terms of tracking and visibility? Have tried to give teams access to Salesforce so they can have things routed to them Hasn’t been successful - teams don’t want another system
There are very few technical issues that we encounter on the Identity side Login will have the best sense of the blockers in going through the flow They get most of the calls Agents typically will route people to Login.gov for support, too For those Tier 1 process user flow issues, Login.gov would have better info We could tell you move about the more technical, general confusion type questions (I’m not sure what I’m supposed to use) Haven’t necessarily tagged those, but could pull reports and look for trends
Elizabeth: In Salesforce/Domo dashboard, there are things tagged ID.me, DSL, but nothing for Login Are redirects labeled differently? Chante: Dashboard hasn’t been updated, that’s why it’s not there Don’t have the ability to track how many get routed to Login.gov Make assumptions: Tier 1 queue handles issues, closes them Tier 2 team handles, triages more technical/troubleshooting Assume that if it was handled and resolved within Tier 1 A good chunk of Login & ID.me issues were resolved or sent to Login.gov You could analyze text of those issues: try to find key terms - “route,” keywords
Elizabeth: Tim Hudak said to contact Eric Thomas, who owns KMS Is that what contact center uses? Same one? Chante: Eric is a VEO contact center lead They have a strange KMS We create articles for them all the time to help with that There might be a possibility: recently made technical enhancements to their IVR system We could have a discussion: creating IVR messaging to route people to the right place? “If you have a question about creating your Login.gov account, go here” Login can answer vast majority of questions
Porta: 4 initiatives Reactivation Organic Deferred In-person First 2: get out ASAP It’s not new functionality, just creating more traffic Don’t need to change too much, don’t need own queue? But not just going to turn it on Keep in mind that we send emails to 10k/100k Veterans, gauge how many cases that generates, to plan for larger rollout
When we start looking at DIP or IPP: new functionality That’s where we’ll look at IVR, queues, etc to support that
Chante: Makes sense For us: all this stuff can be tracked As long as we have advanced awareness What comms are going out? When? Won’t change much, but will want to provide language, to answer any questions people have “I got this message, is this real?” Agents can confirm, advise them to do __, and track Could also request that contact center build out a little more: tracking questions about the migration, vs. … Overall issues about Login.gov, vs. tagging issues where people have questions about migration messaging Never will be perfect, depends on what agents select But with filtering by Login.gov, you can start to see trends
Chante’s questions: I mostly got them answered You know the collaboration cycle process We have product guides In this case, we’d want a product guide, but for the messaging campaign That helps us know what we need to create for ourselves, for Veterans Will create resources and support articles? Yes As long as we can see the full scope of everything that’s being created Want to see it ahead, so we can give some input Have the ability to say: we need things changed
elizabethmkoch
To-dos: