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Business intake form for [AVA] #63217

Open ruchishah29 opened 1 year ago

ruchishah29 commented 1 year ago

1## Your Details

  1. Ruchi Shah

​

  1. Business Line (ex., claims, health, etc.) ​Ask VA (AVA) to send on behalf of AVA Support Staff (who answer questions for VA Business Lines)

Notification Details

  1. Notification type (email, text/SMS, or both) Email ​
  2. Please describe your use case. (This is your chance to tell us an overview of your plans.) ​ Overview: AVA on the modernized VA.gov platform will be a digital support channel that works with other tools and features on VA.gov and VA ecosystems to quickly and accurately answer submitters' questions. Submitters should feel it is easy and intuitive to submit their issues and receive adequate updates and information that results in a final resolution. Ultimately, we want AVA to feel part of a cohesive and submitter-centered approach to support. Scope of Phase 1: Ask VA Front-End Portal Redesign Bring Ask VA up to VA.gov design standards (Front-End Updates) Update topics and categories based on content style guide (without changing form functionality and output). Update form questions based on content style guide (without changing form functionality and output). Update UI to reflect the VA Design System. Make it mobile-friendly. Do iterative submitter research to test usability of new form design and content updates. Make it 508 Compliant. Implement form on VA.gov Understand current routing rules When Inquiry data is collected on VA.gov, the implementation will send this data to Dynamics CRM for the agents to answer the questions. Releasing this new form to a page on VA.gov

Our Phase 1 will have brought the current Ask VA up to VA.gov design and accessibility standards, updated the content to make it more intuitive for our submitters, and sunset the existing front-end portal of AVA.

  1. What actions can the user take based on the notification they receive? (ex., view secure messages, fill out a survey, schedule an appt, etc.) ​View messages from AVA Support Agents. This is not interactive.

  2. What is the desired business outcome? (ex., fewer skipped appointments, less call center volume, etc.) ​Notify Veterans/Beneficiaries of the following to keep them informed of the status of support inquiries.

The current AVA form sends EMAIL notifications on these events: Submitter submits new inquiry. Submitter replies to an inquiry (this isn’t currently an email. This is a suggestion to add this as a notification). Submitter replies to an inquiry, but it’s invalid (a reply outside of the window, no matching inquiry, replies aren’t enable) Agent replies to inquiry. Agent splits inquiry (changing the single submission to multiple) (sometimes there are multiple questions asked and must be routed to multiple support agents)

  1. What system will kick off the notification? Please note the system should be inside the VA or have an ATO. (ex., BVA hearing reminders are kicked off from Caseflow) ​ For Phase 1 - Dynamics (CRM) will be sending the notifications.

  2. What will trigger the notification? (ex., clicking submit, status updates for claims, appointment reminders, new services available) ​ Submitter submits new inquiry. Submitter replies to an inquiry (this isn’t currently an email. This is a suggestion to add this as a notification). Submitter replies to an inquiry, but it’s invalid (a reply outside of the window, no matching inquiry, replies aren’t enable) Agent replies to inquiry. Agent splits inquiry (changing the single submission to multiple) (sometimes there are multiple questions asked and must be routed to multiple support agents)

  3. Provide sample content per notification type, if you have it. Please note we collaborate with all of our users on their content to ensure it meets standards. View sample content in this Google Doc.

  4. Has a Privacy Officer (PO) seen and approved the content? If not, do you know who your PO is? (ex., PO has seen the content but it is not approved) ​ No. The current templates were probably not reviewed by a PO. The AVA CRM team mentioned that the notifications are very close to what IRIS sent out for 15 years, all the Lines of Business reviewed and approved the new notifications, and VBA also has their own template.

We do not know who our Privacy Officer is.

  1. Would you prefer to provide contact information for the recipients or would you rather VA Notify look this up for you by Veteran ID? If by ID, please let us know what identifier is used in your system. (ex., VAPROFILEID, PID, BIRLS, ICN, etc.) ​We will use the email address as the contact information provided by the user filling out the submission.

  2. Do you currently capture communication preferences related to this notification? If so, please describe. (ex., opt in for claim status updates via email or text)

Notification preferences don't exist at the moment and is not a needed for Phase 1. It can be fair to assume that if a submitter is sending an inquiry, they expect a notification.

  1. What is the anticipated volume of notifications per day, week, month? Per the AVA CRM team - ​Since go live in October of 2021, we’ve processed almost 725,000 inquiries. It would take some to get more exact numbers but an average inquiry would probably get about 2 notifications (successful submission, response posted).

Because GI Bill is our biggest customer and they are authenticated submitters, the average notifications would skew towards 2. Unauthenticated submitters would just get the successful submission notification and an email response.

  1. When does this notification need to be in production?

We are still working on the launch strategy for Phase 1, so I do not have a concrete timeline. However, if I were to make a preliminary assessment, I see this going into production between March to June of 2024.

We plan to come up with our launch strategy by September end, so I’ll have more clarity on this by the beginning of October.

ruchishah29 commented 1 year ago

VA Emails

Ruchi Shah | ruchi.shah3@va.gov Emily Allan | emily.allan@va.gov Chante Lantos Swett | chante.lantosswett@va.gov Andrea Schneider | Andrea.Schneider3@va.gov Jacob Cheriathundram | jacob.cheriathundam@va.gov Edwin Otero | edwin.otero@va.gov Thomas Michaud | thomas.michaud@va.gov Tyler Gindraux | tyler.gindraux@va.gov Joe Hall | joseph.hall4@va.gov Khoa Nguyen | khoa.nguyen26@va.gov Becky Phung | becky.phung@va.gov

mjones-oddball commented 1 year ago

@ruchishah29 Thank you for the intake!

  1. Just to confirm - you want the full list of folks you commented with to have access to our Self Service Portal where you'll be creating and managing notification templates? I noticed Chante and @Eallan919 so I just wanted to be sure before I added everyone.
  2. Which user(s) will be your technical POC who should receive the api key for your team via encrypted va.gov email?
ruchishah29 commented 1 year ago

Hi @mjones-oddball - you can exclude Chante, Andrea, and Em.

@jakehova - would be the technical POC on this.

mjones-oddball commented 1 year ago

@ruchishah29 I've added the folks you provided to Staging and Production Self Service Portals, which is available on the VA Network. Please begin your email journey in Staging as you create new templates and create/test api triggers for email. I'll follow up with Jacob via encrypted email with api keys next.

mjones-oddball commented 1 year ago

@jakehova sent you the api keys

mjones-oddball commented 1 year ago

@ruchishah29 Just checking in - is this work on hold for now?

ruchishah29 commented 1 year ago

yes - for our phase 1 - we are not planning to integrate with VA Notify. So for now on hold until we revisit this in the second half of 2024.

On Fri, Nov 3, 2023 at 12:17 PM Melanie Jones @.***> wrote:

@ruchishah29 https://github.com/ruchishah29 Just checking in - is this work on hold for now?

— Reply to this email directly, view it on GitHub https://github.com/department-of-veterans-affairs/va.gov-team/issues/63217#issuecomment-1792737255, or unsubscribe https://github.com/notifications/unsubscribe-auth/BAGGXPFIUG3FBZEODEJMKHDYCUKK7AVCNFSM6AAAAAA3HFHCDWVHI2DSMVQWIX3LMV43OSLTON2WKQ3PNVWWK3TUHMYTOOJSG4ZTOMRVGU . You are receiving this because you were mentioned.Message ID: @.*** .com>

-- Sincerely, Ruchi

Eallan919 commented 6 months ago

Still on pause- although this is something we intend to do down the line.