Business intake form for Benefits Decision Reviews

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VA Notify: Important Scheduling Information

As we approach the end of the year, please note that VA Notify will not be starting any new notification intakes after November 15th. Our focus will be on supporting in-progress notifications, urgent zero silent failure use cases, and completing 2024 initiatives. Kick-off meetings for new intake forms submitted after November 15th will be scheduled in January.

Important Reminder: Please be mindful of launching new notifications before the holidays unless there is a business-critical deadline. There will be a VA platform code freeze 12/23/2024 - 1/3/2025, with limited support during this time.

If you have any other urgent needs that require attention before the end of the year, please reach out as soon as possible for review.

Your Details

1. Your Name Eileen Chi ​

2. Business Line (ex., claims, health, etc.) Benefits, Decision Reviews

3. VA Product/Business Owner Contact Information Amy Lai (amy.lai2@va.gov)
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   Notification Details

4. Notification type (email, text/SMS, or both) Email ​

5. Please describe your use case. (This is your chance to tell us an overview of your plans.) Zero silent failures. We need to send notifications out for errors that require manual remediation for all three of our Decision Review forms. There are three types of error emails that would be sent for each of our forms:

• Form error notification (20-0995, 20-0996, 10182)
• Evidence error notification (20-0995, 10182)
• 4142 Supporting form error notification (20-0995)

3. What actions can the user take based on the notification they receive? (ex., view secure messages, fill out a survey, schedule an appt, etc.) Users can resubmit their forms or evidence by mail, in person, and in the case for Board Appeal, by fax. ​
4. What is the desired business outcome? (ex., fewer skipped appointments, less call center volume, etc.)

• Fewer denied claims due to incomplete/lack of evidence.
• Fewer calls to the call center months later wondering why they haven't gotten updates for their decision review requests.

5. 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) VA.gov ​

6. What will trigger the notification? (ex., clicking submit, status updates for claims, appointment reminders, new services available) Status update on Submission

7. 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. We created our email designs based on the VFF VaNotify Action Needed status notification template. All of our email designs are in FIGMA There a page in the file dedicated each form. The ones that we want to move forward are marked in the 'Proposed' section with 'Ready for Review' tags​

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 will be contacting our Privacy Officer to set up an approval meeting. ​

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.) We are using ICN, but we’re currently looking up the email based on the ICN using the MPI service ​

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) No ​

11. What is the anticipated volume of notifications per day, week, month? ​By our estimates, probably once a day or less, as errors arise. We're also trying to reduce said errors.

12. When does this notification need to be in production? Aligning with the Zero Silent Failure initiative, 11/11/2024

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Our team has sent a request to the privacy officer for review

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Service exists in portal (no onboarding needed), content is being reviewed - moving to In Progress. Benefits Decision Reviews Team will update when they are ready for a launch.