Understand current process for updating contact data in the OGC database

[a6marinos]

Description

As we kickoff the effort to improve how accredited representatives update their contact information with OGC, we need to get a handle on the current state of things.

Questions we have:

• How do accredited reps currently update their information?
• Does the process for updating contact info vary for each role (attorneys, claims agents, VSOs)?
• Are there standard practices for VSOs updating their information at the organization level? Who has permissions to update VSOR information? (This includes updating contact information and removing them entirely when they leave the organization).
• How are people removed from the OGC database? (From ARM, many reports of retired or deceased people still appearing in the database)

Output/Tasks

1. Get questions answered at meeting with OGC (scheduled 6/10)
2. Reach out to accredited reps if needed to fill in gaps in our knowledge of the current state
3. Create a current state map

Leads or Collaborators

Lead: @uxrebecca

Resources

• OGC updates - Fact Sheet for attorneys and claims agents
• Attorney / claims agent persona
• Current state map
• Janelle's report on findings from "Report outdated information" button

Acceptance Criteria

• [ ] Current state map / service blueprint that reflects the experiences of VSOs, attorneys, claims agents, and OGC

[uxrebecca]

Reviewed with Christa yesterday and made changes. This is essentially done, though we're meeting next Monday with two more OGC paralegals who might have further input. Moving to review so another designer can take a look.