Business intake form for 10-10 Health Apps team

[hdjustice]

Your Details

1. Your Name

   • Heather Justice

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

   • Health Tools ​

     Notification Details

3. Notification type (email, text/SMS, or both)

   • Email only

4. Please describe your use case. (This is your chance to tell us an overview of your plans.)

   • For the 10-10EZ, we currently use GovDelivery to send emails to Veterans, informing them that their application was not submitted successfully, We would like to use VA Notify for the submission failure emails sent to Veterans. Emails are sent from va-notifications@public.govdelivery.com.

5. 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 Veteran is provided a link to go back to the 10-10EZ and a phone number to call for assistance. Screenshot of email ​

6. What is the desired business outcome? (ex., fewer skipped appointments, less call center volume, etc.)

   • Utilizing target state notification platform and being able to control the messaging ​

7. 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)

   • Veteran Enrollment System ​

8. What will trigger the notification? (ex., clicking submit, status updates for claims, appointment reminders, new services available)

   • All application submission retries to Vets-API have failed ​

9. 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.

   • This is what is currently on the submission failure email, with a couple minor adjustments. We can definitely adjust more where needed and review as a group to be more consistent in messaging.

We're sorry. Your health care application didn't go through because of a technical issue on our end. You didn't do anything wrong when you filled out the application. We apologize for the inconvenience, but you'll need to go back and apply again.

Apply for VA health care

We'll send you an email to let you know when we've successfully received and processed your application.

If you have questions , please call us at 877-222-8387, Monday through Friday, 8:00a.m. to 8:00 p.m. ET. We won't be able to retrieve your application, but we can help answer general questions about applying for health care.

• Note: This is an automated email, so you can't reply to us here. ​
  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)
• We do not know who the Privacy Officer is, was assuming it was the same for VA.gov ​
  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.)
• Contact information (email address) will be captured within the form data that is logged for submission failures in Argo/PersonalInformation log

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)

    • We do not capture communication preferences.
    • We do capture phone and email information ​

11. What is the anticipated volume of notifications per day, week, month?

    • Over the last 12 months, we've had 141 submission failures. That averages out to 11-12 per month.​

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

    • Whenever possible. This is not urgent, but it is something that we've been wanting to have done for quite some time.

[mjones-oddball]

Hi @hdjustice who all would you like to access our self service portal to create/manage notification templates? We'll need a list of va.gov email addresses :) By default we'll give them edit access unless you specify that someone should be view only. Additionally, I'll need a technical POC's va.gov email address so we can send them API keys. CC @GitSamJennings @k-macmillan

[hdjustice]

Hi @mjones-oddball! Here is the list of folks requested:

• patrick.bateman@va.gov
• heather.justice1@va.gov
• alexander.seelig@va.gov
• angela.agosto1@va.gov
• jessica.stump@va.gov
• katelyn.caillouet@va.gov
• hieu.vo@va.gov
• matthew.long6@va.gov
• dmitry.saltykov@va.gov
• allan.to@va.gov

Technical POCs:

• matthew.long6@va.gov
• dmitry.saltykov@va.gov

[mjones-oddball]

@GitSamJennings Can you please create a service "10-10 Health Apps" and add the provided user list above? Just a note, I believe some of these users already exist in portal but will need access to the new service.

[GitSamJennings]

Good morning all! I have added the 10 users as Editors of the 10-10 Health Apps Service in Staging and as Viewers of that service in Prod.

[mjones-oddball]

@k-macmillan Can you please grant API keys for the 10-10 Health Apps service and send them to the individuals below? This is an email-only service. matthew.long6@va.gov dmitry.saltykov@va.gov

[mjones-oddball]

@hdjustice if you log into https://staging.notifications.va.gov/ you (and the list you provided) should have access to your new 10-10 Health Apps service. When you create an email template you can view and start from a sample template to get a sense of the standard styling, salutation, personalization, and sign off content. When you have a content draft, please let us know and we'll be happy to take a look and offer guidance if you have any questions.

[hdjustice]

great! thank you!

[k-macmillan]

Email sent @mjones-oddball

[mjones-oddball]

@hdjustice Your technical POCs were sent the Staging API key so you should be good to create template(s) and test sending notifications once your notification trigger code exists. If you'd like to receive delivery status callbacks, which provides individual notification statuses in real-time, please let us know! This is helpful if you'd like to track which emails bounced for example. Your engineering team can learn more about this here: https://github.com/department-of-veterans-affairs/va.gov-team/tree/master/products/va-notify#delivery-status-callbacks

When you're ready to prep for launch let us know and we can send the prod API key over as well.

[hdjustice]

@mjones-oddball - Hi there! We have a new engineer on our team that will be taking on this work for us and I would like to get him access to the VA Notify portal. it is Brandon Cooper (brandon.cooper1@va.gov). Is there something specific I need to do to get Brandon access?

[mjones-oddball]

Hey @hdjustice! I've added Brandon to the portal so he can log in to confirm access when ready! The Staging API key info was sent to Matthew and Dmitry, so they could share it with him if needed. Once you're ready to prep for launch we will share a Production API key as well.

[hdjustice]

That's the plan, thanks so much @mjones-oddball !

[coope93]

@mjones-oddball I am able to access the staging environment, but it looks like I need assigned to the new service still? I do not see the "create template" button.

[mjones-oddball]

@coope93 Sorry about that - you should be good now

[hdjustice]

@mjones-oddball Hi Melanie! now that we are in Production, is it ok to close this ticket as completed?

[mjones-oddball]

Absolutely! Thanks @hdjustice