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Business intake form for Identity Team #77339

Open claytonzook opened 5 months ago

claytonzook commented 5 months ago

Your Details

  1. Your Name - Clayton Zook

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

    Notification Details

  3. Notification type - email, at least to begin with (email, text/SMS, or both) ​

  4. Please describe your use case - We like to issue notifications around reducing potential account fraud. There is already a notification set up to alert veterans to a direct deposit change on their account, we're looking at adding notifications about other account changes which can help us detect potential fraud quicker (This is your chance to tell us an overview of your plans.) ​

  5. What actions can the user take based on the notification they receive? - ideally we'd CTA the veteran with options that could include "if xyz action wasn't you..."

    • link to a future sign out all devices option
    • instructions on how to change password
    • instructions on how to call the veteran help center to report fraud and get add'l help recovering their account (ex., view secure messages, fill out a survey, schedule an appt, etc.) ​

  6. What is the desired business outcome? - more quickly addressing fraud, a reduction in monetary damages to the VA, increase trust of veterans (ex., fewer skipped appointments, less call center volume, etc.) ​

  7. What system will kick off the notification? Please note the system should be inside the VA or have an ATO. - This might be a better addressed by my teams' engineers, but my understanding would be through a tool like Google Analytics or DataDog - But however we do it will be similar to how we are sending the current Direct Deposit change notifications (which is coincidentally not currently owned by Identity team but might be refolded back into my team, tbd) (ex., BVA hearing reminders are kicked off from Caseflow) ​

  8. What will trigger the notification? - We're still on the front end of deciding what trigger(s) will be most effective and not overload veterans. But the mostly likely options are notifications for email/address/phone number updates to a veteran's VA profile, since fraud incidents often include these being updated without the veteran being aware. (ex., clicking submit, status updates for claims, appointment reminders, new services available) ​

  9. Provide sample content per notification type, if you have it. - don't currently have Please note we collaborate with all of our users on their content to ensure it meets standards. ​

  10. Has a Privacy Officer (PO) seen and approved the content? If not, do you know who your PO is? - don't know who our Privacy Officer is, didn't realize this was a thing. I could ask my VA Product Owner about it? (ex., PO has seen the content but it is not approved) ​

  11. 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. - this might be a bit TBD. Because this could include a notification for a recent email address change, we'd want to send the notification to the old email address, which might require jumping through some hoops and discussing how to best address this - we are super early in this process (ex., VAPROFILEID, PID, BIRLS, ICN, etc.) ​

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

  13. What is the anticipated volume of notifications per day, week, month? - it would be "as needed" we don't anticipant that many veterans will often be changing their VA Profile data, and changes related to fraud are relatively rare. ​

  14. When does this notification need to be in production? - no set date at this point, we're still early in the process and defining our way forward.

mjones-oddball commented 5 months ago

Hi @claytonzook here's the va notify playbook. If you have questions about the existing notifications (e.g. you mention direct deposit updates and other profile updates) you can reach out in DSVA slack to the authenticated experience team - #accountexp-authexp.

mjones-oddball commented 4 months ago

@claytonzook Anything you need from VA Notify? As FYI @tpharrison @mtcA6 are working on consolidating direct deposit change form(s) and notification templates into 1 of each. Related overview: https://github.com/department-of-veterans-affairs/va.gov-team/issues/80019

claytonzook commented 4 months ago

@mjones-oddball Thanks for checking in! And for the consolidation info. MY team is in a bit of a holding pattern on this at the moment. Not the least of reasons that our VA PO is reassessing where we fit into sign in and fraud related notification to make sure our team isn't doubling notification efforts across the VA.