Business intake form for VetVerify

[smishraVA]

Your Details

1. Your Name ​Samir Mishra

2. Business Line (ex., claims, health, etc.) ​Health

Notification Details

1. Notification type (email, text/SMS, or both) ​Both

2. Please describe your use case. (This is your chance to tell us an overview of your plans.) ​We would like to utilize the VA Notify email/SMS functionality to deliver verification codes to veterans

3. What actions can the user take based on the notification they receive? (ex., view secure messages, fill out a survey, schedule an appt, etc.) ​The user will relay the code back to the call center agent

4. What is the desired business outcome? (ex., fewer skipped appointments, less call center volume, etc.) ​Faster and more accurate veteran verification

5. 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) ​The VetVerify workflow will kick off the notification

6. What will trigger the notification? (ex., clicking submit, status updates for claims, appointment reminders, new services available) The call center agent triggering the verification flow​

7. 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. Your Veteran Affairs verification code is: {CODE} ​

8. 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, application is in development only at this time ​

9. 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 provide the contact info ​

10. 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) No ​

11. What is the anticipated volume of notifications per day, week, month? ​<100 per week during development

12. When does this notification need to be in production? System is being evaluated

[mjones-oddball]

@smishraVA

1. Please provide a list of va.gov email addresses for those whom you'd like to have access to our self service portal to create and edit the email/sms templates. Will you be the technical POC?
2. Please provide more information about the Veteran experience for this use case. What does "​The user will relay the code back to the call center agent" mean? Are you saying they will be on the phone, request a code, and then say the code to a person? Where is the user providing their phone number/consent to receive this code? How often might this occur? Your volume info only mentioned development.

[smishraVA]

@mjones-oddball

1. samir.mishra@va.gov; JAMESTHOMAS.FLEETWOOD@va.gov; Rohit.Oberai@va.gov; JOHN.BRANDOM@va.gov
2. Yes, the veteran will be on the phone with a call center agent. To validate the veteran's identity, the call center agent will look up their email or phone number which is part of the veteran profile (which ever the veteran prefers) and send a SMS/Email to that medium. The veteran will then relay that code back to the call center agent for verification. This will be a one time message sent, there will be no recurring messages. Currently the application is in a POC state so it won't be going to production just yet. Please let me know if you have any more questions.

[mjones-oddball]

@smishraVA I understand you're in a POC state, but in order to determine the right kind of sender phone number to provision for your team we'll need to understand estimates for production use. It can take between 6 weeks and 12 weeks to get the phone number depending on what's needed. If you aren't at a place where this info is known, it might make more sense to start off with an MVP of just email and add in SMS when there's more details. Thoughts? CC @bevnobev

[smishraVA]

@mjones-oddball We'd be looking about 5000 calls/messages per week in production

[mjones-oddball]

@smishraVA Awesome, thank you! The user list you provided was added to our Staging self service portal. Please log in and create your email and SMS templates. Can you confirm who I should send the API key to via encrypted va.gov email?

[smishraVA]

Thanks Melanie,

You can send the API key to me samir.mishra@va.gov

[smishraVA]

@mjones-oddball were you able to send that API Key out? You can send it to samir.mishra@va.gov

[mjones-oddball]

@smishraVA not yet! I will get that to you by early next week I have to also get a test phone number set up on your service so there's a little configuration work to do.

[mjones-oddball]

@smishraVA sent the technical info to your VA email! I see you are ooo thru Thursday this week. Let me know when you return if you need anything!

[mjones-oddball]

@smishraVA Just checking in to see how everything is going! I noticed your email content is the same as the SMS currently. I think it would be good for your email to include info about where this code initiated from, the action to take (give the code to the agent), and instruction on who to contact if they didn't initiate this request (VA contact info).

You can use the Information Change Notice Sample Template if you'd like to start from that and tweak the content to meet your needs.

Below is CareCentra's OTP email if you want some inspiration. Their use case is a little different since it's for app registration.

CC @bevnobev

[smishraVA]

@mjones-oddball thank you! These are great suggestions.

We were able to implement VA Notify within our application successfully so thank you for your assistance with that. It's working great so far.

[mjones-oddball]

@smishraVA is there an update on your notification work? Do you have a launch plan to move to production in mind?