Business intake form for VA CX SRP / VA Profile

[nymorales23]

Your Details

1. Natalie Morales ​
2. Business Line a. Veterans Experience Office, b. MyVA 411 Tier 1 c. VA Hotline ​

   Notification Details

3. Notification type Both ​
4. Please describe your use case. o The VA Notify system should be integrated with the CRM system in order to track updates made to customer VA Profile information. o Whenever a change is made to the customer contact's VA profile information in VA CX SRP CRM, the VA Notify system should generate an immediate automated Text and/or Email notification. o The Text and/or Email notification should be sent to the customer contact's email and Phone address on profile. Note: Suggestion is to have a 2FA implemented to avoid any fraud updates. o The Text and/or Email notification should clearly state the specific changes that were made to the customer contact's VA profile information. o The Text and/or Email notification should be sent only when there is an actual change in the customer contact's VA profile information. If no changes were made, no email notification should be sent. o The Text and/or Email notification should be formatted in a clear and professional manner, ensuring that the customer contact can easily understand the changes made to their information. o The Text and/or Email notification should provide contact information for the VA CX SRP platform support team in case the customer contact has any questions or concerns about the updated information. (Reach out to VA CX SRP (Identity Theft Helpline - 1-855-578-5492 Monday – Friday, 8:00 a.m. – 8:00 p.m. ET). o The VA Notify system should maintain a log of all email notifications sent, including the date and time of each notification, as well as the content of the notification. o The VA Notify system should provide an option to not opt-out of receiving Text and/or Email notifications for profile updates. o The Text and/or Email notification should be sent in a reliable manner, ensuring that it is delivered to the customer contact's inbox and does not end up in their spam or junk folder. o The system should be able to handle a high volume of profile updates and send Text and/or Email notifications in a timely manner without any performance issues. o The VA Notify system should be able to handle different types of profile updates, including changes to Address (Residence Address and Mailing Address), Email, Phone (Work, Home and Mobile) and any other relevant fields. ​
5. What actions can the user take based on the notification they receive? Affected user's will be instructed to call the number provided in the notification for assistance. (Reach out to VA CX SRP (Identity Theft Helpline - 1-855-578-5492 Monday – Friday, 8:00 a.m. – 8:00 p.m. ET). ​
6. What is the desired business outcome? To reduce/prevent fraudulent activity by confirming our Veterans took the triggered actions to update their contact information. ​
7. What system will kick off the notification? Please note the system should be inside the VA or have an ATO. VA CX SRP will initiate the notification. ​
8. What will trigger the notification? When a caller's VA Profile information is updated or changed. ​
9. Provide sample content per notification type, if you have it. Sample screenshot provided. Note: This is not the final version. ​
10. Has a Privacy Officer (PO) seen and approved the content? If not, do you know who your PO is? No. Our Privacy Officer is: Rita Grewal ​
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. TBD. We have questions about how the VAPROFILEID is used. ​
12. Do you currently capture communication preferences related to this notification? If so, please describe. No. ​
13. What is the anticipated volume of notifications per day, week, month? TBD. Our intent is to start with a pilot (3,000-4,000 notifications) and possible phased roll-out. ​
14. When does this notification need to be in production? 4Q24

[bevnobev]

Hi @nymorales23 Can you share some dates/times that you and your team are available to chat?

[mjones-oddball]

Technical Contacts:

• Technical Contact: john.seabury@va.gov
• Lead Developer for this: natasha.bowman@va.gov

[mjones-oddball]

I've created a service called "CX SRP". Awaiting a list of users to grant access to.

[mjones-oddball]

Followed up via email RE the list of users. Once portal access is granted, then I will also queue up the API key provisioning.

[mjones-oddball]

Users have been granted access

[mjones-oddball]

This use case is shifting to VA Profile to manage. CX SRP has mentioned another use case for following up with resource links the Veteran asked for.