Contact Center Review for [Dbex Team 2 - ITF Error Message and Missing ID Information Error]

[nnicholas7]

Request the Contact Center Review

What this form is for

Use this template to request a Contact Center review of your product.

Please review the Self-service Product Guide Template link and the Contact Center Review How to link

Description

Please provide the name(s) of your product and a high-level description of your product.

There are two error messages that we would like for the Contact Center to review for both the 526 and BDD Product Guides. The first error message is an ITF error message that has been updated to allow Veterans to continue their disability claims online. In the past, Veterans were not able to move forward with their disability benefits claim if the system was unable to determine if they had an existing ITF. The second error message is a missing information error. We updated this to help Veterans understand exactly what information is missing from their claim. Veterans could see a message that will prompt them to submit mission information (ie. date of birth, social security number, BIRLS ID (Beneficiary Identification and Records Locator (Sub)System), EDIPI (Electronic Data Interchange Personal Identifier), and Participant ID.) by calling the VA in order to move forward in their application process.

Launch Date

Please provide the launch or rollout date and details.

• ITF Error Message: Updated on May 13, 2024.
• Missing ID Information Error: An update was made in July 2024 to help Veterans understand what is missing from their claim. Currently, VA hours of operation are listed as Monday through Friday, 8a to 9p ET. This will be revised to state that VA is available 24/7 for 800-698-2411. This launch could take place by the end of the month.

Version Number

Please provide the version number of the guide and/or video. Compensation Claims Application Benefits Delivery at Discharge- Version 3.3 Disability Benefits Compensation Claims Application- Version 4.3

Product Guide

Please provide product guide link The following links will take you to a Sharepoint site. Also attaching just in case you have trouble with the links Compensation Claims Application Benefits Delivery at Discharge- Version 3.3 Disability Benefits Compensation Claims Application- Version 4.3

526.Benefits.Delivery.at.Discharge.v3.2.product.guide_SRT_09022024.docx 526EZ.Disability.Benefits.Claims.Product.Guide.v4.2.-SRT_09022024.docx

Product Video

Please provide product video link

No product video.

Product Video Transcript

Please provide product video transcript link

No product transcripts.

Acceptance Criteria

• [ ] Platform: Contact Center QA has been completed
• [ ] Platform: Contact Center sends artifacts to appropriate contact centers
• [ ] Platform: Platform Collaboration Point Tracker is updated

Additional information

Please refer to Platform Collaboration Cycle or the Contact Center Review Touchpoint on Platform website for more information about the Collaboration Cycle.

[starlow00]

Hi, @nnicholas7. The link to the v3.3 draft of the BDD guide takes me to a page where I can't download; it just says the "domain is parked." Can you please attach that one differently? The v4.3 Claims Application draft works fine. Thanks!

[nnicholas7]

Hey @starlow00!

Oh no. Thanks for letting me know. Please let me know if any of these links work for V3.3 BDD. Apologies for the inconvenience:- 526.Benefits.Delivery.at.Discharge.v3.2.product.guide_SRT_09022024.docx

Sharepoint Link:

[starlow00]

That works, thank you @nnicholas7

[starlow00]

On track for completion by EOS.

[nnicholas7]

Thanks @starlow00 !

[nnicholas7]

Hey @starlow00 !

We have made one quick change to both product guides. We noticed that EDIPI ID should just be written as EDIPI. This correction has been made to both guides and can be viewed using the Sharepoint links above.

[starlow00]

Drafts look good, sending for VEO review.