43. EPMO Open Source Coordination Office Redaction File Detail Report

Produced by Araxis Merge on 6/14/2017 12:53:27 PM Eastern Daylight Time. See www.araxis.com for information about Merge. This report uses XHTML and CSS2, and is best viewed with a modern standards-compliant browser. For optimum results when printing this report, use landscape orientation and enable printing of background images and colours in your browser.

43.1 Files compared

#	Location	File	Last Modified
1	OSCIF_PC_CCWF.zip	CCWF_0007AA_Requirements Specification Document_Inc4_B5_R1.5.docx	Wed May 17 20:54:48 2017 UTC
2	OSCIF_PC_CCWF.zip	CCWF_0007AA_Requirements Specification Document_Inc4_B5_R1.5.docx	Wed Jun 14 15:45:51 2017 UTC

43.2 Comparison summary

Description	Between Files 1 and 2
Description	Text Blocks	Lines
Unchanged	4	2220
Changed	3	6
Inserted	0	0
Removed	0	0

43.3 Comparison options

Whitespace
Character case	Differences in character case are significant
Line endings	Differences in line endings (`CR` and `LF` characters) are ignored
CR/LF characters	Not shown in the comparison detail

43.4 Active regular expressions

No regular expressions were active.

43.5 Comparison detail

	1	Call Cente r Way Forw ard (CCWF)
	2
	3	Requiremen ts Specifi cation Doc ument (RSD )
	4	Release 5
	5	(CLIN 0007 AA)
	6
	7
	8
	9	Department of Vetera ns Affairs
	10	Veterans R elationshi p Manageme nt (VRM)
	11	TO-81 Cust omer Relat ionship Ma nagement ( CRM) Devel opment and Operation s and Main tenance (O &M)
	12
	13
	14	April 2017
	15	Version 6. 0
	16
	17
	18	Revision H istory
	19	Date
	20	Version
	21	Descriptio n
	22	Author
	23	4/12/17
	24	6.0
	25	Updates wi th work it ems for Re lease 5
	26	Booz Allen Hamilton
	27	3/20/17
	28	5.1
	29	Updates to reflect w ork items built in R elease 4
	30	Booz Allen Hamilton
	31	01/18/17
	32	5.0
	33	Updated wi th work it ems for Re lease 4
	34	Booz Allen Hamilton
	35	11/29/16
	36	4.1
	37	Updated to reflect w ork items built in R elease 3
	38	Booz Allen Hamilton
	39	10/12/16
	40	4.0
	41	Updated wi th work it ems for Re lease 3
	42	Booz Allen Hamilton
	43	08/08/16
	44	3.3
	45	Updated wi th additio nal inform ation for Increment 2
	46	Booz Allen Hamilton
	47	06/03/16
	48	3.2
	49	Updated Fu nctional S pecificati ons with i nformation to date
	50	Booz Allen Hamilton
	51	04/25/16
	52	3.1
	53	Updated to remove TB D content
	54	Booz Allen Hamilton
	55	04/07/16
	56	3.0
	57	Updated wi th informa tion for I ncrement 2
	58	Booz Allen Hamilton
	59	03/10/16
	60	2.2
	61	CCWF Incre ment 1 dat a removed and Increm ent 2 data added
	62	Booz Allen Hamilton
	63	03/04/16
	64	2.1
	65	CCWF Incre ment 2 dat a removed
	66	Booz Allen Hamilton
	67	02/29/16
	68	2.0
	69	CCWF Incre ment 1 Fin al
	70	Booz Allen Team
	71	09/17/15
	72	1.0
	73	CCWF RSD F inal
	74	BRISP Team
	75
	76	Table of C ontents
	77	1Introduct ion3
	78	1.1Purpose 3
	79	1.2Scope3
	80	1.3Referen ces4
	81	2Overall D escription 4
	82	2.1Accessi bility Spe cification s4
	83	2.2Busines s Rules Sp ecificatio ns5
	84	2.3Design Constraint s Specific ations7
	85	2.4Disaste r Recovery (DR) Spec ifications 8
	86	2.5Documen tation Spe cification s9
	87	2.6Functio nal Specif ications9
	88	2.7Graphic al User In terface (G UI) Specif ications23
	89	2.8Multi-D ivisional Specificat ions23
	90	2.9Perform ance Speci fications2 3
	91	2.10Qualit y Attribut es Specifi cations24
	92	2.10.1Main tainabilit y24
	93	2.10.2Data Integrity 24
	94	2.10.3Supp ortability 25
	95	2.10.4Test ability25
	96	2.11Reliab ility Spec ifications 25
	97	2.12Scope of Integra tion26
	98	2.13Securi ty Specifi cations26
	99	2.13.1Role -Based Per mission26
	100	2.13.2Priv acy Requir ements27
	101	2.13.3Cert ification and Accred itation28
	102	2.14System Features2 8
	103	2.15Usabil ity Specif ications28
	104	3Purchased Component s30
	105	4Estimatio n30
	106	Attachment AApproval Signature s31
	107	Appendix A Non-Func tional Req uirements3 2
	108
	109	Table of T ables
	110	Table 1: C CWF Releas es3
	111	Table 2: C CWF Busine ss Terms5
	112	Table 4: C CWF High-L evel Requi rements9
	113	Table 5: C CWF CRM Re quirements 12
	114	Table 6: C CWF GUI Sp ecificatio ns23
	115	Table 7: C CWF Mainta inability Requiremen ts24
	116	Table 8: C CWF Suppor tability R equirement s25
	117	Table 9: C CWF Scope of Integra tion26
	118	Table 10: CCWF User Roles26
	119	Table 11: Levels for Disaster Recovery33
	120	Introducti on
	121	The Call C enter Way Forward (C CWF) proje ct is clos ely aligne d with the Non-Depar tment of V eterans Af fairs (Non -VA) Medic al Care Wa y Forward Program Of fice. The intent of this proje ct is the full integ ration of the Custom er Relatio nship Mana gement (CR M) system. The initi al goal of the proje ct is to s taff, trai n, and pro vide acces s to infor mation, eq uipment, a nd materia ls that re sult in ou tstanding customer s upport. Cu stomer Ser vice Repre sentatives (CSRs) wi ll utilize telephone systems a nd custome r relation s manageme nt technol ogy, Inter net-based technology and infor mation fro m Veterans Health Ad ministrati on (VHA) m edical cen ter inform ation syst em (VistA) and other internal VA systems to respon d to Non-V A Medical Care Inqui ries. Info rmation to support c ustomer se rvice rema ins within these sys tems as on ly the phy sical proc essing of health cla ims is cen tralized. Customer s upport rea ches acros s the Vete rans Integ rated Serv ice Networ k (VISN) f or inquiri es regardi ng Non-VA Medical Ca re health claims.
	122	Purpose
	123	The purpos e of this Requiremen ts Specifi cation Doc ument (RSD ) is to re cord the C CWF requir ements for Release 5 (CCWF v1. 5) and to provide th e Developm ent Team a n overview of the re lease spec ifications for the C CWF projec t. The int ended audi ence for t his docume nt is the Veterans A ffairs Inf ormation T echnology (IT) Proje ct Manager (PM), bus iness stak eholders, and other parties as sociated w ith CCWF.
	124	Scope
	125	The scope of this ef fort is to build and deploy ad ditional f unctionali ty for the CCWF CRM system tha t provides the Commu nity Care Contact Ce nter (C4) with the a bility to better sup port and r esolve inb ound calls and achie ve first c all resolu tion. Thes e capabili ties inclu de, but ar e not limi ted to: ef ficient wo rkflows, s treamlined business processes, the incor poration o f common e nterprise services, the adopti on of capa bilities f rom the en terprise C RM platfor m, improve d manageme nt reporti ng, and en hanced adm inistrativ e capabili ty that is easier to manage.
	126	Table 1 sh ows the ke y features of CCWF r eleases an d dates fo r this wor k.
	127	Table 1: C CWF Releas es
	128	Release
	129	Release Da tes
	130	Release Ke y Features
	131	Release 1
	132	09/2015 – 03/2016
	133
	134
	135	CCWF Pilot
	136	Person Sea rch
	137	Contact Hi story
	138	Workflow
	139	Data Migra tion
	140	Release 2
	141	04/2016 – 09/2016
	142
	143
	144	Replacemen t of exist ing ShareP oint call tracker
	145	Integratio n with ESR (Enrollme nt System Redesign)
	146	Additional Workflow improvemen ts, includ ing for Ad verse Cred it Reporti ng
	147	Quality As surance Sc oring
	148
	149	Release 3
	150	10/2016 – 12/2016
	151	Custom Rep orts
	152	System Imp rovements (Tab Order , Field Re quirements , Dropdown Updates, etc.)
	153	Release 4
	154	01/2017 – 03/2017
	155	Integratio n with exi sting Vist A interfac es via the Health Da ta Reposit ory (HDR)
	156	Additional reports ( Custom CRM reports a nd Veteran Data repo rts)
	157	Additional System Im provements (Tab Orde r, Field R equirement s, Dropdow n Updates, etc.)
	158	Community Care (CC) Referrals workflow
	159
	160	Release 5
	161	04/2017 – 06/2017
	162	Additional CC workfl ow functio nality and updates t o existing Referrals workflow
	163	Ability to add clini cal data f rom VistA to a CRM R equest
	164	Usability updates in cluding up dates to t he Non-Cor e process, Interacti on form la yout impro vements, R equest for m modifica tions, Cli nical info rmation we b-part upd ates, and MVI search UI update s.
	165	Ability to create co rresponden ce via mai l, fax, or email.
	166	Addition o f an emerg ency butto n to aid C SRs with s uicidal Ve teran call ers.
	167	Addition o f Sensitiv e Veteran process to comply wi th regulat ions regar ding viewi ng a sensi tive patie nt’s recor d.
	168
	169	References
	170	The follow ing is a l ist of ref erences ap plicable t o this RSD :
	171	VA Handboo k 6102 Int ernet/Intr anet Web-s ite requir ements
	172	CCWF FY16 Business R equirement s Document (BRD)
	173	Community Care BRD
	174	Requiremen ts Traceab ility Matr ix (RTM)
	175	VA Handboo k 6500 – I nformation Security Program
	176	CCWF Syste m Design D ocument (S DD)
	177	CCWF Opera tions and Maintenanc e (O&M) Pl an
	178	CRM Cloud Hosting Sy stem Secur ity Plan
	179	CCWF CRM D ata Dictio nary
	180	CCWF Maste r Test Pla n
	181	Overall De scription
	182	The follow ing specif ications d elineate t he require ments nece ssary for the develo pment of t he CCWF so lution. So me of the requiremen ts may be applicable to multip le section s of the R SD.
	183	Note: The requiremen ts documen ted in thi s section are only a snapshot as of the date of th is documen t. All req uirements are mainta ined in Ra tional. Ra tional is the author itative so urce for a ll require ments and user stori es, and is a living repository .
	184	Accessibil ity Specif ications
	185	Section 50 8 Complian ce is requ ired for t he CCWF So lution to have acces sibility. According to VA Hand book 6102, accessibi lity is en suring tha t content can be nav igated and read by e veryone, r egardless of locatio n, experie nce, or th e type of computer t echnology used. VA W eb Manager s must ens ure that a ll web pag es, docume nts, and f iles poste d to the w eb and/or to a colla boration t ool must b e accessib le (includ ing .pdf, .xls, .doc ).
	186	The VA Sec tion 508 C ompliance Office per formed 508 complianc e testing for MS Dyn amics CRM 2015, and identified Section 5 08 issues with the C CWF applic ation. Iss ues due to the Comme rcial off the Shelf (COTS) nat ure of MS Dynamics h ave been r eferred to MS for re solution. The CCWF d evelopment team is r esponsible for addre ssing Sect ion 508 co mpliance i ssues that are the r esult of a pplication developme nt. The S ection 508 Office is sued the C CWF projec t team an Interim Va lidation S tatement f or Release 4 on Febr uary 13, 2 017. David Fanning, the Sectio n 508 Repr esentative for the p roject, re commended the CCWF C RM product for relea se. The Se ction 508 Office wil l provide an additio nal Valida tion State ment for R elease 5 a fter their audit of the applic ation is c omplete.
	187	The Access ibility re quirements for the C CWF CRM So lution ide ntified fo r Section 508 Compli ance consi st of the requiremen ts found i n the Sect ion 508 st andard che cklist §11 94.21 (Sof tware Appl ications a nd Operati ng Systems ) and Sect ion 508 st andard che cklist §11 94.22 (Web -based Int ranet and Internet I nformation and Appli cations). These spec ific check lists have been docu mented wit hin the en terprise-l evel-requi rements by the VA Se ction 508 Compliance Office fo r the purp ose of bei ng utilize d within a pplicable projects. The detail s for CCWF 508 Compl iance chec klist spec ifications are in th e CCWF SDD .
	188	Business R ules Speci fications
	189	Business r ules are a set of VA policies and proced ures that govern dec ision maki ng in vari ous core c ontact cen ter capabi lities. Th e examinat ion of exi sting work flow proce sses is le veraged to improve t he speed, accuracy, and effici ency in wh ich inform ation is e xchanged b etween Vet erans and the VA. As a result, identifie d requirem ents from the BRD an d RSD have been defi ned as bus iness rule s and work flows and are includ ed in the user stori es for the current r elease.
	190	Table 2 il lustrates the busine ss terms t hat are re levant to the CCWF C RM applica tion and n ecessary t o develop and unders tand the a pplicable business r ules. For an expande d of terms used in t he CCWF CR M applicat ion, see t he CCWF CR M Data Dic tionary.
	191	Table 2: C CWF Busine ss Terms
	192	Business T erm
	193	Tabular De finition
	194	Caller typ e
	195	An entity contacting the CSC ( Customer S ervice Cen ter) and c omprises o f Veterans , provider , meaningf ul relatio nship, Vet eran Servi ce Officer s.
	196	Provider
	197	An entity who provid es medical , mental, dental ser vices iden tified by TIN (Tax I dentificat ion Number ).
	198	Veteran
	199	A benefici ary of non -VA benefi ts for hav ing served in the ar med forces identifie d by Name, Social Se curity Num ber (SSN), and Date of Birth ( DOB).
	200	Provider c aller type
	201	A caller t ype that r equires a CSR (Custo mer Servic e Represen tative) to input fir st name, T IN, if no TIN availa ble first name, firs t initial of last na me, physic al address , and faci lity name.
	202	Veteran ca ller type
	203	A caller t ype that r equires a CSR to inp ut Veteran name, SSN , and DOB.
	204	VSO (Veter an Service Organizat ion) calle r type
	205	A caller t ype that r equires a CSR to inp ut first n ame, first initial o f last nam e, and phy sical addr ess.
	206	Contact Hi story
	207	A record o f all cont acts made between a CSR and a caller typ e. Contact history a nd is iden tified by: Caller Ty pe, Vetera n Name, VI SN, Site, Program Ty pe, Call P urpose, Pr ovider Nam e, TIN, an d Address.
	208	VISN
	209	A VISN is a regional ized netwo rk of VA p roviders w ho provide service t o Veterans . VISNs ar e identifi ed by thei r regional number; t his projec t is curre ntly align ed with VI SN 16.
	210	Site
	211	A hospital location within a V ISN. There are curre ntly 9 sit es in VISN 16 and th ey are 502 Alexandri a, LA: 520 Biloxi, M S; 564 Fay etteville, AR VAMC ( Veterans A ffairs Med ical Cente r); 580 Ho uston, TX VAMC; 586 Jackson, M S; 598 Nor th Little Rock, AR; 623 Muskog ee, OK VAM C; 629 New Orleans, LA; 635 Ok lahoma Cit y, OK VAMC ; and 667 Shreveport , LA VAMC.
	212	Program Ty pe
	213	A speciali zed work u nit respon sible for operations within th at unit id entified a s: Choice, Non-VA Ca re, and PC 3 (Patient Centered Community Care).
	214	Call Purpo se
	215	The reason a caller is making contact wi th the CSC and is id entified a s: Claim S tatus, Cla im Status Report, Ap peal, Auth orization, Benefits, Eligibili ty, and PF RAR (Preli minary Fee Remittanc e Advice R eport).
	216	Contact hi story repo rts
	217	A contact history re port is a report bas ed on Vete ran name, SSN, TIN, phone numb er, user, program, c aller type , VISN, Si te, call p urpose, cr eation dat e, and dat e range, i n any perm utation, t o include ad hoc rep orting.
	218	Configure
	219	The abilit y to manip ulate drop down menu s in the s ystem and would incl ude add, e dit and de lete funct ionality.
	220	Access lev el
	221	Defined in section 2 .13.1.
	222	Date of se rvice
	223	The month, day, and year a Vet eran recei ves provid er service s, as well as the da te of a cl aim.
	224	Billed amo unt
	225	The total billed cha rges of a Non-VA car e claim.
	226	Claim numb er
	227	A uniquely generated identifie r from a V A claim sy stem of re cord that connects a provider, Veteran, DOS (Date of Service ), and bil led amount to a clai m.
	228	Type of Bi ll
	229	A type of bill is a Non-VA car e claim ca tegorizati on and is identified as: Unaut horized, A uthorized, and Mill Bill.
	230	Type of bi ll subcate gory
	231	A dependen t area of type of bi ll selecti on and is identified by: Unaut horized Ou tpatient, Unauthoriz ed Inpatie nt, Author ized Outpa tient, Aut horized In patient, M ill Bill O utpatient, and Mill Bill Inpat ient.
	232	Action Typ e
	233	An indicat or of work that need s to be pe rformed on a workflo w issue an d is ident ified by: Claim Repr ocess, Cla im Reproce ss Authori zation, Cl aim Reproc ess Medica l Docs, Au thorizatio n, Escalat ion, BOC ( Budget Obj ect Code), Appeals, Claim Stat us Report, and PFRAR .
	234	Action Typ e subcateg ory
	235	A dependen t area of action typ e selectio n and is i dentified by: Needs Medical Re view/Deter mination.
	236	Claim Stat us Report
	237	A workflow issue act ion type s elected wh en a provi der needs a record o f all clai ms process ed by thei r TIN over a period of time.
	238	Method of delivery
	239	The choice a caller would make in order to receive a Claim S tatus Repo rt and is identified by: Mail, Email, an d Fax subc ategories.
	240	Mail Subca tegory
	241	A method o f delivery subcatego ry identif ied by: Fa cility nam e, Attenti on Line, S treet/PO B ox, City, State, and Zip.
	242	Email Subc ategory
	243	A method o f delivery subcatego ry identif ied by: Em ail Addres s Box.
	244	Fax Subcat egory
	245	A method o f delivery subcatego ry identif ied by: At tention Na me field, Fax Number field.
	246	Date/time stamp
	247	A system g enerated d ate and ti me field a ssociated with a con tact recor d and/or w orkflow is sue being saved with new or ed ited infor mation.
	248	User
	249	One with a VA enterp rise login account t o the syst em.
	250	File attac hment
	251	A software file that can be li nked and s ent throug h a workfl ow issue a nd is iden tified by: MS Office Suite doc ument type s, PDF, an d image fi les.
	252	Workflow s tatus
	253	The curren t position a workflo w issue an d is ident ified by: Unassigned , Assigned , and Reso lved.
	254	Free text notes
	255	A componen t of a wor kflow issu e and prov ide additi onal uniqu e informat ion in a f ree type f ormat.
	256	Workflow r eports
	257	A report b ased on Ve teran name , SSN, TIN , phone nu mber, user , type of bill, type of bill s ubcategory , action t ype, claim status re port deliv ery type, status of a workflow issue, VI SN, Site, issue numb er, issue creation d ate, issue resolved date and d ate range, in any pe rmutation, and ad ho c reportin g.
	258	Issue iden tification number
	259	A uniquely system ge nerated tr acking num ber relate d to a wor kflow issu e.
	260	Workflow i ssue searc h
	261	Initiated by a user to find a workflow i ssue; they are ident ified by: Issue Numb ers, SSN, Veteran Na me, and TI N.
	262	User edits
	263	A change m ade to sys tem fields including : Type of Bill, Acti on Type, C laim Statu s Report D elivery Ty pe, Workfl ow Status, VISN, Sit e, and any free text that have been save d.
	264	First in f irst out
	265	A workflow issue tha t has the oldest cre ation date is proces sed by a u ser before others.
	266	Workflow q ueue
	267	A grouping of workfl ow issues sorted by oldest cla im generat ed first a s well as parameters that incl ude user, workflow s tatus and action typ e.
	268	User roles
	269	User roles are ident ified in s ection 2.1 3.1.
	270	Access lev el
	271	Access lev els are ou tlined in section 2. 13.1.
	272	Historical contact n otes
	273	Historical contact h istory rec ords are s tored in t he SharePo int Call/I ssue Track er and are comprised of the fo llowing fi elds: Cont act Type, Caller Typ e, First N ame, First Initial o f Last Nam e, Phone, TIN, Provi der Facili ty Name, A ddress, Pr ogram, VIS N, Facilit y, Call pu rpose, Vet eran Name, and notes .
	274	Historical workflow issues
	275	Stored in the ShareP oint Call/ Issue Trac ker and ar e comprise d of the f ollowing f ields: Vet eran Name, Phone, TI N, Type of Bill, Act ion Type, Claim Stat us Report Delivery T ype, Workf low Status , VISN, Si te, and an y free tex t that hav e been sav ed.
	276	Design Con straints S pecificati ons
	277	The follow ing design constrain ts apply t o the CCWF solution:
	278	The interf ace screen s and work flows desi gned and d eveloped w ithin CRM are intend ed only wo rk in the same “appl es-to-appl es” fashio n as the c urrent Mic rosoft Dyn amics CRM 2015 along with the reporting use cases identified by the CC WF Client.
	279	Customizat ion of the COTS prod uct Micros oft Dynami cs CRM is limited by OIT guide lines and mandates.
	280	External s ystem inte gration is dependent on the av ailability of the ne cessary We b Services and/or th e availabi lity of VA resources to assist with inte gration de velopment where web services m ust be cre ated or mo dified in VA systems not cover ed by this project.
	281	A reposito ry for cen tralized s torage of all releva nt case ma nagement d ata is req uired to i mplement t he system’ s ability to functio n as a pap erless sol ution.
	282	Upgraded e quipment a nd applica tions for all users may be req uired to i ntroduce a dded syste m capabili ties.
	283	Developmen t must be compliant with all r elevant CC WF policie s and proc edures per taining to VA securi ty standar ds.
	284	Operationa l success of the sys tem is rel iant upon the operat ion, avail ability, a nd accurac y of all i dentified interfaces .
	285	Support fo r the encr yption and decryptio n of lette rs, emails , or other documenta tion is re quired.
	286	Disaster R ecovery (D R) Specifi cations
	287	The CCWF C RM system resides at the Booz Allen CRM hosted clo ud and dep ends on th e Disaster Recovery and Concep t of Opera tions (CON OP) plans in place t o support systems th at require continuou s availabi lity and r ecovery of data to m eet VA dat a-retentio n requirem ents.
	288	The Disast er Recover y Specific ations are as follow s:
	289	Virtual Se rver’s Ope rating Sys tem (OS) i s backed u p using Sn ap Manager for Virtu al Infrast ructure (S MVI); back ups of the OS are do ne bi-week ly (Tuesda y and Thur sday).
	290	Server Fil e Data is backed up nightly (M onday – Fr iday), wit h one day of data lo ss, using Netbackup to restore the data.
	291	Transactio nal databa se server’ s logs are backed up every 30 minutes an d nightly, with the ability to restore 3 0 minutes to one day of data u sing eithe r SQL rest ores or Ne tbackup re stores or a combinat ion of bot h.
	292	For detail regarding Disaster Recovery ( DR) plans, please re fer to the CRM Cloud Solution Disaster R ecovery Pl an and/or the VRM Cl oud Hostin g System S ecurity Pl an (SSP). This secti on of the RSD discus ses the hi gh-level r equirement s that hav e been ide ntified an d should b e consider ed for dis aster and system rec overy:
	293	The CRM Cl oud Soluti on backs u p the virt ual machin e data via regularly occurring environme nt snapsho ts at 15-m inute inte rvals usin g industry best prac tice tools . These re al-time sn apshots wi ll be reta ined, per an outline d schedule , to provi de applica tion resto ration cap abilities in the eve nt of an o utage.
	294	A ‘Nightly ’ snapshot is taken at 12:00 a .m. EST an d retained on the st orage cont roller (SA N Storage) for seven (7) days. On the ei ghth day, the oldest snapshot is rolled off the sy stem.
	295	The CRM Cl oud contra ctor perfo rms a full system ba ckup and s ets the re tention pe riod to tw o years fo r the purp ose of his torically archiving the applic ation base line for e ach major applicatio n release.
	296	Long term backup is performed at the DR site using SAN repli cation and the repli cated data sets as t he source. Further, the backup is run ag ainst an o ffline cop y of the d ata set us ing separa te disk re sources so there is no impact to the pri vate cloud systems d uring the backup win dow.
	297	The CRM Cl oud contra ctor updat es and mai ntains the DR plan.
	298	The CRM Cl oud contra ctor will have the D R site dat abases and applicati ons operat ional with in two (2) hours of the VA dec ision to f ailover to the DR si te.
	299	The CRM Cl oud contra ctor provi des the in frastructu re, connec tivity, an d replicat ion of dat a to suppo rt success ful DR tes ting in tw o (2) regu larly occu rring cycl es: (1) Fa ilover DR testing oc curs on a monthly ba sis to con firm that failover c apabilitie s from the primary t o the DR s ite is fun ctioning a t the same level of performanc e, availab ility, and integrity as the pr imary site . As part of this te sting, the contracto r performs a monthly tape back up restora tion test with a sam ple server ; (2) Annu al DR test ing occurs once per year to de monstrate full resto ration cap abilities from the p rimary and DR sites, as well a s restorat ion from t ape. The r esults of DR testing are inclu ded as par t of the B i-Weekly S tatus Repo rt.
	300	Documentat ion Specif ications
	301	System doc umentation includes descriptio ns of the system har dware, sof tware, pol icies, sta ndards, pr ocedures, and approv als relate d to the s ystem life cycle and system’s s ecurity co ntrols. Th e VA requi res that s ufficient documentat ion exist to provide an operat ing refere nce for th e effectiv e use of h ardware an d software . Formal s ecurity an d operatio nal proced ures must also be do cumented, including documentat ion of ade quate comp letion of all Certif ication an d Accredit ation proc esses. Doc umentation must incl ude, but i s not limi ted to, al l document ation of t he securit y planning , Certific ation and Accreditat ion proces ses, and c onfigurati on managem ent of the hardware and softwa re associa ted with t he system.
	302	Functional Specifica tions
	303	This secti on provide s the func tional req uirements for the CC WF CRM sol ution deri ved from t he CCWF BR D dated Ma y 21, 2015 and the C C BRD date d June 6, 2016. Tabl e 3 contai ns high-le vel functi onal requi rements fo r CCWF CRM as develo ped by the Chief Bus iness Offi ce Purchas e Care (CB OPC).
	304	Table 3: C CWF High-L evel Requi rements
	305	Source
	306	ID
	307	Theme
	308	Requiremen ts
	309	CCWF BRD
	310	Epic 18
	311	CRM Capabi lity for N VCA Inquir ies
	312	As CBOPC N on-VA Medi cal Care C ustomer Se rvice Prov iders, we need the a bility to configure a robust C ustomer Re lations Ma nagement c apability for Non-VA Medical C are relate d inquirie s in order to meet n eeds of ou r customer s and the CBOPC orga nizational structure .
	313	CCWF BRD
	314	Epic 19
	315	CRM Capabi lity for N VCA Inquir ies
	316	As CBOPC N on-VA Medi cal Care C ustomer Se rvice Prov iders, we need the a bility to utilize th e Customer Relations Managemen t capabili ty from mu ltiple cal l center l ocations f or Non-VA Medical Ca re related inquiries in order to meet ne eds of our customers and the C BOPC organ izational structure.
	317	CCWF BRD
	318	Epic 20
	319	CRM Capabi lity for N VCA Inquir ies
	320	As CBOPC N on-VA Medi cal Care C ustomer Se rvice Prov iders, we need the a bility to utilize th e Customer Relations Managemen t capabili ty from re mote/virtu al locatio ns for Non -VA Medica l Care rel ated inqui ries in or der to mee t needs of our custo mers and t he CBOPC o rganizatio nal struct ure.
	321	CCWF BRD
	322	Epic 21
	323	CRM Capabi lity for N VCA Inquir ies
	324	As CBOPC N on-VA Medi cal Care C ustomer Se rvice Prov iders, we need manua l contact noting cap ability fo r all cont act types of Non-VA Medical Ca re contact s in order to increa se efficie ncy and st andardize processes.
	325	CCWF BRD
	326	Epic 24
	327	CRM Capabi lity for N VCA Inquir ies
	328	As CBOPC N on-VA Medi cal Care C ustomer Se rvice Prov iders, we need a rob ust workfl ow capabil ity in ord er to ensu re appropr iate resol ution of N on-VA Medi cal care i nquires.
	329	CCWF BRD
	330	Epic 25
	331	CRM Capabi lity for N VCA Inquir ies
	332	As CBOPC N on-VA Medi cal Care C ustomer Se rvice Prov iders, we need the a bility to route work flow items to indivi duals and groups in order to e nsure appr opriate re solution o f Non-VA M edical car e inquires .
	333	CCWF BRD
	334	Epic 32
	335	CRM Capabi lity for N VCA Inquir ies
	336	As CBOPC N on-VA Medi cal Care C ustomer Se rvice Prov iders, we need the a bility to compile da ta in ad h oc and aut omated rep orts in or der to res pond to Fr eedom of I nformation Act reque sts and mo nitor user performan ce.
	337	CC BRD
	338	Epic 6
	339	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	340	As a CSR, I need the ability t o look up and answer general q uestions a bout copay /other he alth insur ance (OHI) .
	341	CC BRD
	342	Epic 9
	343	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	344	As a CSR, I need the ability t o look up a Veteran' s OHI in t he ES syst em
	345	CC BRD
	346	Epic 13
	347	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	348	As a CSR, I need the ability t o create a request f or a secon dary autho rization ( SAR) to be created.
	349	CC BRD
	350	Epic 14
	351	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	352	As a CSR, I need the ability t o view sch eduling in formation for a VAMC
	353	CC BRD
	354	Epic 21
	355	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	356	As a CSR I need the ability to escalate and track a request to VAMC Ca re coordin ators (NVC C)
	357	CC BRD
	358	Epic 22
	359	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	360	As a CSR L ead/Superv isor, I ne ed the abi lity for t he system to automat ically esc alate a re quest to a queue of unresolved requests for direct follow-up by the Su pervisor.
	361	CC BRD
	362	Epic 32
	363	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	364	As a CSR, I need the ability t o have the system id entify the closest f acility Na me and Num ber based on the Vet erans' loc ation
	365	CC BRD
	366	Epic 33
	367	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	368	As a CSR, I need the ability t o automati cally esca late reque st based o n request type and p re-defined business rules.
	369	CC BRD
	370	Epic 36
	371	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	372	As a CSR, I need the ability t o access d ata from t he ES syst em so that I can ans wer Vetera n eligibil ity questi ons.
	373	CCWF also has specif ic require ments for the CRM sy stem that are being developed by the dev elopment t eam during Release 5 . Table 4 details th ese requir ements as of 04/10/2 017. The r equirement s are docu mented in Rational T eam Concer t (RTC).
	374
	375	Table 4: C CWF CRM Re quirements
	376	Rational I D
	377	Function
	378	Requiremen t
	379	Release/ S print
	380	458597
	381	Saving Not es
	382	As a CSR, I want CRM notes fie ld to not save when I click aw ay from th e Notes bo x, so that I do not accidental ly incompl ete create notes
	383	Release 5 Sprint 27
	384	445287
	385	Open Links In New Ta b
	386	As a CRM u ser, I wan t all link s to open in a new t ab so that I can vie w the nece ssary info rmation wi thout leav ing the fo rm I am cu rrently on .
	387	Release 5 Sprint 27
	388	328717
	389	Placeholde r: Define Standardiz ed Reporti ng
	390	As a CCWF user I nee d the abil ity to acc ess a list of standa rdized rep orts for g eneration and distri bution.
	391	Release 5 Sprint 27
	392	478700
	393	New Topic New Vet Bu tton Clear s Area/Sub Area For Claim Stat us Report
	394	As a CCWF User, I ne ed the Are a and Sub Area field s to clear after cli cking New Topic New Vet for Cl aim Status Report to avoid iss ues with c reating Ve teran Requ ests.
	395	Release 5 Sprint 27
	396	350997
	397	Interactio n Link In Related Re quest Grid On Vetera n Form
	398	On Related Request g rid on Vet eran, when you click Interacti on link, d oesnt take you to in teraction. Believe t his to be 508 relate d
	399	Release 5 Sprint 27
	400	474615
	401	Custom Mer ge For Vet eran Recor ds
	402	As a CCWF user, I ne ed a custo m process for mergin g Veteran Records to consolida te duplica tes and re tain the R equest His tory.
	403	Release 5 Sprint 27
	404	458255
	405	MVI Web Pa rt Languag e
	406	As a CSR, I want the instructi ons to ass ociate a v eteran to a request from MVI t o be more clear so t hat I know to double click the veteran's name to a ssociate t he veteran to the re quest
	407	Release 5 Sprint 27
	408	437992
	409	Scheduling - Add Not es
	410	As a CSR I must be a ble to add notes usi ng existin g notes fu nctionalit y and plan ned auditi ng functio nality
	411	Release 5 Sprint 27
	412	494672
	413	Clinical I nformation On Intera ction/Requ est
	414	As a CSR, I need the ability t o view the clinical informatio n tabs on the Intera ction and Request fo rms so tha t I can ea sily acces s Veteran clinical i nformation
	415	Release 5 Sprint 27
	416	438002
	417	Inform Vet eran Of Ap pointment
	418	As a CCFOR , I need t o the abil ity to inf orm a Vete ran that t heir appoi ntment has been sche duled so t hat the Ve teran is a ware of th eir appoin tment
	419	Release 5 Sprint 27
	420	276214
	421	Manually G enerate Cl aim Status Reports
	422	As a CCWF user I nee d the abil ity to man ually gene rate claim status re ports for phone call efficienc y.
	423	Release 5 Sprint 27
	424	438004
	425	View AOD A nd VAMC Tr ansfer Off ice Number s
	426	As a CSR I need the ability to view AOD and Transf er office coordinato r contact informatio n via CRM, so that I can easil y perform a warm han doff and e nsure Vete ran is dis charged pr operly. R elated to VIEWING PC P/PACT STO RY (426953 )
	427	Release 5 Sprint 27
	428	276574
	429	Searching For Medica l Document ation
	430	As a CCWF user I nee d the abil ity to sea rch for me dical docu mentation.
	431	Release 5 Sprint 27
	432	275687
	433	Automated Claim Stat us Reports
	434	As a CCWF user I nee d the abil ity for CR M to creat e automate d claim st atus repor ts through existing distributi on systems .
	435	Release 5 Sprint 27
	436	300792
	437	Search Cla im And Med ical Docum ents
	438	As a User, I need th e ability to search Claim and Medical do cuments fo r a Vetera n when the Veteran's informati on on thos e document s does not match MVI Currently, if the Ve teran's in formation (e.g., SSN ) is incor rect on cl aim and me dical docu ments, a u ser can se arch for t hese docum ents using other cri teria (e.g ., Claim N o.). Need to accomm odate this scenario in CRM.
	439	Release 5 Sprint 27
	440	486775
	441	Suicide Pr evention - Scripts
	442	As a CSR, I want acc ess to sui cide preve ntion scri pts so tha t I can mo re effecti vely handl e calls wi th suicida l Veterans
	443	Release 5 Sprint 27
	444	438023
	445	View Expan ded Demogr aphics (Ad d P&T Info )
	446	As a CRM u ser, I wan t to be ab le to see P&T inform ation on t he veteran record an d interact ino in CRM so that I can provi de accurat e eligibil ity inform ation for dental and CHAMPVA
	447	Release 5 Sprint 27
	448	458627
	449	Set Vetera n Home Fac ility From E&E
	450	As a CRM U ser, I wan t the pref erred faci lity field in CRM to be auto-p opulated f rom E&E so that I do not have to set tha t field ma nually(Eli gibility & Enrollmen t [ESR])
	451	Release 5 Sprint 27
	452	457442
	453	Collapse E DIPI Searc h By Defau lt
	454	As a CSR, I want "Se ction 2 - Search by EDIPI" to be collaps ed by defa ult so tha t I can co nserve scr een space unless sea rching by EDIPI
	455	Release 5 Sprint 27
	456	486774
	457	Suicide Pr evention - Superviso r Contact
	458	As a CSR, I want the suicide p revention scripts to also show the avail able super visors so I can easi ly transfe r a call w ith a suic idal Veter an.
	459	Release 5 Sprint 27
	460	426951
	461	View Legal Documents
	462	I need the ability t o view the se legal d ocuments:1 . Power of Attorney2 . Guardian ship (incl udes dimin ished capa city) 3. R elease of informatio n4. Execut or
	463	Release 5 Sprint 27
	464	426952
	465	Legal Docu ment Sourc e Systems (Tech)
	466	The system should re trieve leg al documen ts from mu ltiple sys tems
	467	Release 5 Sprint 27
	468	426954
	469	Additional Veteran D emographic s View (VA MC Informa tion)
	470	As a CSR o r CCFOR, I need addi tional vet eran info rmation to be displa yed from V istA (CPRS ) in the V eteran Rec ord
	471	Release 5 Sprint 27
	472	437962
	473	Add/Remove Consults
	474	As a CSR, I must be able to ad d consults from the consults t ab to “Con sult Detai ls” sectio n of reque st, to pro vide speci fic inform ation abou t the refe rral inves tigation
	475	Release 5 Sprint 27
	476	426967
	477	Doc Search Source Sy stems (Tec h)
	478	When selec ting the d oc search record, al l informat ion from t he followi ng source systems sh ould be vi sible, so the user h as access to all rel evant info rmation
	479	Release 5 Sprint 27
	480	426965
	481	Doc Search Full View
	482	As a CSR o r CCFOR, I need to b e able to view the f ull Doc Se arch in CR M so that I can assi st the cal ler
	483	Release 5 Sprint 27
	484	426966
	485	Doc Search Grid View
	486	As a CSR o r CCFOR us er, I need a list vi ew from th e Clinical Tracking tab, so th at I can q uickly vie w all Clin ical Track ing to ass ist the ca ller
	487	Release 5 Sprint 27
	488	437970
	489	Add/Remove Appointme nts
	490	As a CSR I need the ability to add and r emove an a ppointment to/from t he request so the CC FOR knows which appo intment to work on a nd the sys tem knows which appo intment to determine priority from
	491	Release 5 Sprint 27
	492	426968
	493	Doc Search Grid View – Filter/ Sort
	494	As a CSR o r CCFOR us er, I need the abili ty to filt er and sor t the Doc Search dis played so that I can more easi ly retriev e the info rmation I am looking for
	495	Release 5 Sprint 27
	496	456860
	497	Update "VA MC" Web Pa rt
	498	As a CRM U ser, I wan t to updat e the "VAM C" Web Par t with inf ormation a bout a Vet eran's vis its so tha t we can d etermine t he applica ble action based on visit data .
	499	Release 5 Sprint 27
	500	426976
	501	DOS Filter Persisten t
	502	Date filte r has to b e persiste nt across all screen s (tabs)
	503	Release 5 Sprint 27
	504	426975
	505	DOS Filter Fields
	506	As a CCFOR User, I n eed the ab ility to e nter start date of s ervice and end date of service in the DO S Filter, so I can m ore effici ently see relevant d ata to ass ist the ca ller
	507	Release 5 Sprint 27
	508	437977
	509	Referral I nvestigati on Require d Objects
	510	As a CCFOR I need he following informati on should be prepopu lated on t he request form from the inter action, so I can mor e efficien tly assist the veter an
	511	Release 5 Sprint 27
	512	276133
	513	View All M edical Doc umentation To Verify Receipt
	514	As a CCWF user I nee d the abil ity to see medical i nformation to verify that all documents have been received.
	515	Release 5 Sprint 27
	516	438005
	517	Adjust Gri d View Col umn Width
	518	As a CRM u ser, I nee d the abil ity to man ually adju st Column width so I can view all text w ithin the field
	519	Release 5 Sprint 27
	520	438015
	521	Correspond ence - Ema il
	522	As a CSR I need the ability to enter an Email addr ess if the Method of Delivery is set to Email so t hat I can easily sen d the form letter by email
	523	Release 5 Sprint 27
	524	486277
	525	Persist Ca ller Infor mation To Request
	526	As a user, I want th e caller i nformation and Veter an to be v isible eve rywhere on the Reque st record when I nav igate ther e from the Interacti on so that I always am able to see the c aller info rmation.
	527	Release 5 Sprint 27
	528	352678
	529	Remove Def ault Notes Text
	530	As a CCWF user, I ne ed the "En ter a note " text in the Notes to be remo ved to sav e time whe n entering notes.
	531	Release 5 Sprint 27
	532	458640
	533	Persist Ca ller Infor mation On Interactio n Page
	534	As a CSR, I want the caller an d Veteran informatio n to appea r in the i nteraction header so that I ca n have a m ore stream lined view of the Ca ller and p atient Dem ographics.
	535	Release 5 Sprint 27
	536	437961
	537	Facility L ocator
	538	As a CRM u ser, I wan t the Va.g ov facilit y search w eb page (f acility lo cator) wit hin CRM, s o I don’t have to la unch anoth er browser
	539	Release 5 Sprint 27
	540	437960
	541	Auto Close Request
	542	As a CSR I need the system to automatica lly close request wh en you sub mit intera ction with “Referred to VAMC” resolution (Core Cal l FCR)
	543	Release 5 Sprint 27
	544	353741
	545	State Look up Filteri ng Doesn't Always Ac count For Abbreviati ons
	546	As a CRM u ser, I wan t state lo okup field s to be se archable b y the stat e's abbrev iation, so that I ca n search b y both sta te name an d state ab breviation
	547	Release 5 Sprint 27
	548	437968
	549	CSR - Add Notes To R eferral Re quest
	550	As a CSR I must be a ble to add notes usi ng existin g notes fu nctionalit y and plan ned auditi ng functio nality so that I can document how I have assisted the caller
	551	Release 5 Sprint 27
	552	437969
	553	Referral - Request Ac tion
	554	As a CSR I need the following values in the Reques t Action d rop-down o n the requ est, in th is order, so I can i nform the CCFOR why I am routi ng the req uest
	555	Release 5 Sprint 27
	556	426971
	557	Appointmen ts- Area/S ubarea/Res olutions/A ctions - U pdates
	558	As a CSR, I want the Appointme nts reques t actions updated so that I ca n more eas ily catego rize appoi nments rel ated call
	559	Release 5 Sprint 27
	560	426972
	561	Referrals - Area/Sub area/Resol utions/Act ions
	562	As a CSR, I want the ability t o categori ze calls a bout refer rals so th at I can r oute refer rals relat ed calls t o CCFORs
	563	Release 5 Sprint 27
	564	426974
	565	Provider M anagment - Area/Suba rea/Resolu tions/Acti ons
	566	As a CSR, I need add itional CR M fields r elated to the provid er managem ent proces ses so tha t I can ca tegorize c alls about eligibili ty
	567	Release 5 Sprint 27
	568	426973
	569	Eligibilit y - Area/S ubarea/Res olutions/A ctions
	570	As a CSR, I need add itional CR M fields r elated to eligibilit y processe s so that I can cate gorize cal ls about e ligibility
	571	Release 5 Sprint 27
	572	437975
	573	Referrals - Queue Ac cess
	574	As a CCFOR I need to restrict access to the Referr al Investi gation que ue so I ca n ensure t he appropr iate perso nnel are a ssigned re quests
	575	Release 5 Sprint 27
	576	426980
	577	View CPAC On Interac tion
	578	As a CSR a nd CCFOR, I need the ability t o view CPA C informat ion on the interacti on form so that I ca n refer Ve terans to the correc t CPAC
	579	Release 5 Sprint 27
	580	426978
	581	Viewing Mu ltiple Fac ilities
	582	As a CSR, I need the ability t o view all facilitie s that a V eteran has an associ ated recor d so that I can to d etermine w hich VAMC to refer t he veteran back to a nd view al l informat ion relati ng to the Veteran’s care
	583	Release 5 Sprint 27
	584	465262
	585	Additions To Request Tracking
	586	As a C4 us er, I need additiona l informat ion to be tracked in the Reque st History in order to report on who is completing work.
	587	Release 5 Sprint 27
	588	437979
	589	Referrals – Reroute To Appoint ments
	590	As a CCFOR I need to be able t o route a request fo r appointm ents sched uling afte r I enter a referral so that t he appoint ment can b e schedule d
	591	Release 5 Sprint 27
	592	493251
	593	Unhide CC Functional ity
	594	As a CRM u ser, I nee d CC funct ionality v isible so that CC ca n onboard the pilot users
	595	Release 5 Sprint 27
	596	438000
	597	Complete I nteraction – First C all Resolu tion
	598	As a CSR, I need to be able co mplete an interactio n when I a m able to provide th e veteran with appoi ntment inf ormation s o that I c an achieve and repor t on first call reso lution
	599	Release 5 Sprint 27
	600	437997
	601	Scheduling - Queue A ccess
	602	As a CCFOR I need to restrict access to the schedu ling queue so I can ensure the appropria te personn el are ass igned requ ests
	603	Release 5 Sprint 27
	604	497884
	605	Program Ty pe And Sub Category Updates
	606	As a CCWF CRM user, I want the Program T ype and Su b-Category fields on the reque st to be u pdated so that I am able to ac curately p rovide the se values for each r equest
	607	Release 5 Sprint 27
	608	457832
	609	Technical Story: Add Teams For Facility
	610	As a user, I want 1 team per f acility so that queu es will on ly show re quests rel ated to my facility/ facilities
	611	Release 5 Sprint 27
	612	458607
	613	Request No tes In Cur rent Topic
	614	As a CSR, I want a n otes field in the Cu rrent Topi c section that will add notes to the Req uest so th at I don't have to o pen the Re quest to a dd notes.
	615	Release 5 Sprint 27
	616	493649
	617	Correspond ence - Cor respondenc e Type
	618	As a CSR, I need the ability t o choose w hat type o f correspo ndence I a m sending so that I can send t he correct content t o the reci pient
	619	Release 5 Sprint 27
	620	426977
	621	Technical Story: Sen sitive Pat ient Deter mination
	622	As a CRM u ser, I nee d the syst em to dete rmine if t he veteran record I am viewing is consid ered to be a sensiti ve patient so that I can ensur e informat ion is dis closed app ropriately
	623	Release 5 Sprint 27
	624	437978
	625	CCFOR - Re ferrals - Add Notes
	626	As a CCFOR I need to be able t o ad notes to the re quest, so that work is documen ted approp riately
	627	Release 5 Sprint 27
	628	426979
	629	Filter By Facility
	630	As a CSR a nd CCFOR, I need the ability t o enter th e Facility once and have all g rids filte r views by Facility so that I can more e fficiently assist th e caller
	631	Release 5 Sprint 27
	632	417912
	633	Remove Hov er Over To ol On Note s
	634	As a CCWF User, I ne ed the hov er over to ol to not display fo r Notes so my view o f the form is not ob structed.
	635	Release 5 Sprint 27
	636	438596
	637	Improve Re quest Form Switch
	638	As a CCWF user, I ne ed the Req uest form to switch between th e general and ACR fo rm faster to save ti me.
	639	Release 5 Sprint 27
	640	451997
	641	Sensitive Patient - CRM Proces s
	642	As a CSR o r CCFOR, I need the ability to take a ca ll with a sensitive veteran de pending on my access rights so that I co mply with security p rotocols.
	643	Release 5 Sprint 27
	644	437999
	645	Appointmen ts Require d Objects
	646	As a CCFOR I need he following informati on should be prepopu lated on t he request form from the inter action, so I can mor e efficien tly assist the Veter an
	647	Release 5 Sprint 27
	648	478698
	649	Expand MVI Search Ta b On New T opic New V et
	650	As a CCWF User, I ne ed the MVI Search ta b to expan d after cl icking New Topic New Vet to si mplfy the Claim Stat us Report process.
	651	Release 5 Sprint 27
	652	494877
	653	Request Fo rm Update For CC - O bject Deta ils
	654	As a CRM u ser, I wan t the CC R equest to be modifie d to have additional sections for adding entities so that I can easily access th e addition al
	655	Release 5 Sprint 27
	656	479159
	657	Resolution Field Res trictions
	658	As a CCWF User, I ne ed the Res olution fi eld to be locked unt il the Req uest hits the Queue to maintai n data int egrity for reporting .
	659	Release 5 Sprint 27
	660	492653
	661	Multiple C laims/Vali dation On PFRAR Requ ests
	662	AS a CSR, I need the PFRAR wor kflow to b e updated to validat e that at least one claim is a ssociated and to all ow for add ing multip le claims from curre nt topic s o that I c an work a PFRAR requ est direct ly from th e interact ion page
	663	Release 5 Sprint 27
	664	457376
	665	Remove Fie lds From I nteraction Informati on
	666	As a CSR, I need the fields to be remove d from the Interacti on informa tion so th at we can have more accurate i nformation in the In teraction Informatio n
	667	Release 5 Sprint 27
	668	496600
	669	Heathnet/T riwest And Assign To Bims Not Displaying Correctly After Rer outeacr
	670	When routi ng ACR Req uests to C hoice or O perations using the Route To f ield in th e Administ ration sec tion, the HealthNet/ Triwest an d Assign t o BIMs fie lds do not change ap propriatel y for wher e you rout e to.
	671	Release 5 Sprint 27
	672	494804
	673	Request Fo rm Update For CC- Su mmary
	674	As a CRM u ser, I nee d the curr ent Commun ity Care R equest to be updated to facili tate the a ddition of new Commu nity Care processes so that I can effect ively send requests to NVCC ag ents (CCFO Rs)
	675	Release 5 Sprint 27
	676	416064
	677	Source Inf ormation F or Request s
	678	As a CCWF user, I ne ed certain fields re lated to t he source of an Inte raction to be copied to the Re quest for reporting.
	679	Release 5 Sprint 27
	680	458637
	681	Rename Cho ice/Ops St atuses
	682	As a CRM u ser, I wan t a status on the AC R Request to reroute from Choi ce to Oper ations and vice vers a so that I am able to route R equests ap propriatel y
	683	Release 5 Sprint 27
	684	352903
	685	Placeholde r: All Req uests In V eteran His tory Grid
	686	As a CCWF User, I ne ed to see all Reques ts in the Veteran Hi story grid on the ve teran form to answer any histo rical ques tions.
	687	Release 5 Sprint 27
	688	458314
	689	Purpose/Su b-Purpose On Interac tion Infor mation
	690	As a CSR, I want the ability t o select t hat MVI se arch/Veter an is not required f or the req uest I am working so that I ca n use the default Ve teran on n o Veteran Interactio ns
	691	Release 5 Sprint 27
	692	496394
	693	All Reques ts In Requ est Detail Grid
	694	As a CSR, I want all requests to show in a single Request De tails grid so that I can more easily see the reque sts that h ave worked on.
	695	Release 5 Sprint 27
	696	458650
	697	Don't Rout e Request On Save
	698	As a CSR, I do not w ant reques ts to be r outed save so that a request d oes not ac cidentally route to a queue on save.
	699	Release 5 Sprint 27
	700	496115
	701	Current To pic Layout
	702	As a CSR, I want the Current T opic layou t to be up dated to a ccommodate the addit ional fiel ds from th e Interact ion inform ation so t hat I can enter thes e fields f or each re quest with out having to drill into the r equest
	703	Release 5 Sprint 27
	704	492654
	705	Multiple C laims/Vali dation On Load Edit Requests
	706	As a CSR, I need the Load Edit workflow to be upda ted to val idate that at least one claim is associa ted and to allow for adding mu ltiple cla ims from c urrent top ic so that I can wor k a Load E dit reques t directly from the interactio n page
	707	Release 5 Sprint 27
	708	496380
	709	Collapsibl e Veteran Demographi cs
	710	As a CSR, I want the current s ection wit h the Vete ran Demogr aphics Web Parts to be in a co llapsible section so that I ca n conserve screen sp ace on cal ls where I do not ne ed that in formation
	711	Release 5 Sprint 27
	712	462342
	713	Add Multip le Claims From Curre nt Topic
	714	As a CSR, I want the ability t o add mult iple claim s to an in teraction from the C urrent Top ic section of a requ est so tha t I do not have to o pen up the request.
	715	Release 5 Sprint 27
	716	496422
	717	Prevent Sa ving Blank Choice/Op s Status O n ACR
	718	As a CCWF user, I ne ed somethi ng to prev ent me fro m saving t he Choice/ Ops status as blank so the sec tion doesn 't disappe ar.
	719	Release 5 Sprint 27
	720	459351
	721	Non-Core I nteraction Updates
	722	As a CSR, I want the existing Non-Core b utton to b e updated so that I have more detail on Non-Core I nteraction s
	723	Release 5 Sprint 27
	724	496011
	725	Closing Th e Loop OB Call Enfor cement
	726	As a CCWF user, I ne ed the Clo sing the L oop sectio n of ACR R equests no t to be cl osed until three cal l attempts have been made or a n attempt reaches th e veteran to provide full reso lution.
	727	Release 5 Sprint 27
	728	438012
	729	Correspond ence - Cho ose Recipi ent
	730	As a CSR, I need the ability t o choose w ho I am se nding corr espondence to so tha t I can se nd the let ter to the intended recipient
	731	Release 5 Sprint 28
	732	438014
	733	Correspond ence - Add Recipient s
	734	As a CSR I need the ability to add recip ients to t he corresp ondence so that I ca n send the letter to multiple recipients
	735	Release 5 Sprint 28
	736	438013
	737	Correspond ence - Cho ose Format
	738	As a CSR, I need the ability t o choose w hether to send the f orm letter by fax, m ail, or em ail so tha t the call er can rec eive the l etter in t heir prefe rred forma t
	739	Release 5 Sprint 28
	740	438018
	741	Correspond ence - Pos t-Emergenc y Claim Fi ling - Con tent
	742	As a CSR, I need the form lett er to cont ain specif ic informa tion so th at the cal ler is inf ormed of t he criteri a for time ly filing of emergen cy claims
	743	Release 5 Sprint 28
	744	438016
	745	Correspond ence - Fax
	746	As a CSR I need the ability to enter a F ax number if the Met hod of Del ivery is s et to Fax so I can e asily send the form letter by fax
	747	Release 5 Sprint 28
	748	438017
	749	Correspond ence - Pos tal Mail
	750	As a CSR, I need the ability t o view and select al l addresse s associat ed to the veteran or enter a n ew address so that I can choos e the appr opriate ad dress to s end the le tter by ma il
	751	Release 5 Sprint 28
	752	438019
	753	Email No R eply
	754	As a CRM U ser, I wan t the abil ity to sen d emails f rom a DONO TREPLY add ress so th at recipie nts are no t able to respond to my person al email a ddress
	755	Release 5 Sprint 28
	756	493653
	757	Sending Co rresponden ce
	758	As a CSR, I need the ability t o complete my corres pondence r equest so that the r ecipient c an receive the requi red inform ation and I can cont inue the i nteraction
	759	Release 5 Sprint 28
	760	437976
	761	Referrals - Queue No tification
	762	As a CCFOR I need to notify th e team whe n Requests are urgen t, so they are worke d in a tim ely manner
	763	Release 5 Sprint 28
	764	437988
	765	Appointmen ts – Rerou te To Refe rral Inves tigation
	766	As a CCFOR , I need t o be able to re-rout e a reques t to refer ral invest igator whe n scheduli ng an appo intment
	767	Release 5 Sprint 28
	768	437989
	769	Re-Route R equest To Another Fa cility
	770	As a CCFOR , I need t he ability to re-rou te request if reques t goes to wrong faci lity
	771	Release 5 Sprint 28
	772	Graphical User Inter face (GUI) Specifica tions
	773	In general , MS Dynam ics CRM 20 15 provide s a primar y console interface that is co nfigured f or CCWF. W hen config uring enti ties withi n MS Dynam ics CRM fo r CCWF, th e CRM Dyna mics syste m utilizes a single GUI allowi ng respond ers to int eract with the data more effic iently tha n the prev ious set o f applicat ions that were used. The User Interface (UI) inclu des lists with custo mizable vi ews, Find and Advanc ed Find ca pabilities , editors for all en tities, lo okup dialo gues, and various UI s.
	774	The MS Dyn amics CRM GUI specif ications b eing confi gured for CCWF were determined through o n-going in teractions with Subj ect Matter Experts ( SMEs) from the CCWF site.
	775	Table 5 il lustrates the CCWF G UI Specifi cations th at have be en configu red to dat e.
	776	Table 5: C CWF GUI Sp ecificatio ns
	777	Descriptio n
	778	Source
	779	Single UI – Replace legacy app lication s creens use d by CCWF users with a single- UI.
	780	CCWF – BRD
	781	Display Ve teran data – Display key infor mation abo ut the Vet eran, wher e it is pr ominent, d uring the entire cal l.
	782	CCWF – BRD
	783	System Int egration – Integrate with all Veteran No n-VA medic al care sy stem or re cord repos itories.
	784	CCWF – BRD
	785	Multi-Divi sional Spe cification s
	786	User acces s to data within the Dynamics CRM system is based on the seg mentation of permiss ions in a hierarchic al structu re. The to p level fo r the CCWF CRM syste m is the B usiness Un it, which defines th e business divisions throughou t the syst em and org anizes use rs into gr oups.
	787	User Roles determine the speci fic access permissio ns (Create , Read, Wr ite, Delet e, Append, or Append To) for a ny given e ntity. Use r Roles ca n be assig ned at the User, Tea m, Busines s Unit, or Organizat ional leve l. This mu lti-tiered approach to divisio nal hierar chical str ucturing e nables the CRM to fu lly meet a ccessibili ty and sec urity requ irements w hile provi ding a sea mless user experienc e.
	788	Performanc e Specific ations
	789	The CCWF a pplication supported 200 users at Go Liv e in the b eginning o f October. The appli cation is currently expected t o support 500 users. More user s will be accessing the applic ation as a dditional VISNs are onboarded.
	790	Call volum e may incr ease if th e call cen ter is req uired to p rovide sup port in th e event of a public health eme rgency, su ch as an e pidemic or pandemic. Other nat ural disas ters and/o r power ou tages at a n individu al center can also i ncrease ca ll volumes at other call cente rs.
	791	CCWF CRM r esponse ti me is depe ndent on s everal ext ernal fact ors includ ing:
	792	VRM hosted cloud dat a center s upport and applicati on respons e time;
	793	The respon se time of external VA data se rvices inc luding Mas ter Vetera n Index (M VI), Eligi bility and Enrollmen t (E&E), H DR, and ot her curren tly undete rmined ser vices.
	794	Quality At tributes S pecificati ons
	795	Maintainab ility
	796	A comprehe nsive main tenance pr ogram is d efined as part of th e CCWF O&M Plan. Bri efly, the Developmen t Team sha ll:
	797	Consider h ow the sys tem will m anage chan ges to bus iness proc esses and dynamic bu siness rul es,
	798	Follow doc umentation standards and relea se standar ds, and
	799	As a part of best pr actice, cr eate logs of changes , updates, or fixes.
	800	Table 6 co ntains mai ntainabili ty require ments that are addre ssed by CC WF CRM.
	801	Table 6: C CWF Mainta inability Requiremen ts
	802	Descriptio n
	803	Source
	804	Maintenanc e, includi ng the mai ntenance o f external ly develop ed softwar e incorpor ated into the single desktop v iew, shall be schedu led during off peak hours or i n conjunct ion with r elevant Vi stA mainte nance sche dules.
	805	CCWF Opera tions and Maintenanc e Plan
	806	Provide a real-time monitoring solution during the maintenan ce windows or when t echnical i ssues/prob lems occur that may require a preventati ve backup.
	807	CCWF Opera tions and Maintenanc e Plan
	808	Notificati on of sche duled main tenance pe riods that require t he service to be off line or th at may deg rade syste m performa nce shall be dissemi nated to t he user co mmunity a minimum of one week prior to t he schedul ed event.
	809	CCWF Opera tions and Maintenanc e Plan
	810	Communicat ion of CRM maintenan ce schedul e & expect ed/unexpec ted down t ime/outage s will be proactivel y monitore d and prov ided to th e CCWF Tea m.
	811	CCWF Opera tions and Maintenanc e Plan
	812	Data Integ rity
	813	The CCWF C RM system contains d ata integr ity measur es to prot ect sensit ive inform ation. For a detaile d descript ion of the se data in tegrity co ntrols, se e the CRM Cloud Host ing System Security Plan dated July 7, 2 016.
	814	The CCWF C RM environ ment has b een deemed to be FIP S Moderate . The basi c threat i nvolving d ata integr ity is the corruptio n of data. Threats t o data int egrity inc lude:
	815	Component Failure;
	816	Thundersto rm;
	817	Blizzard;
	818	User Sabot age;
	819	Earthquake ;
	820	Fire; and
	821	Power Fail ure.
	822	All threat s have a m edium or l ow level r isk level.
	823	There are 20 system and inform ation inte grity cont rols in pl ace for th e CCWF CRM system. T here are n o addition al control s planned. For a ful l list of the data i ntegrity c ontrols in place, se e Section 2.0: Secur ity Contro l Identifi cation of the CRM Cl oud Hostin g System S ecurity Pl an.
	824	Supportabi lity
	825	The CCWF C RM system uses Scien ceLogic En terprise M anagement 7 (EM7) fo r system m onitoring, troublesh ooting, an d tracing tools. Add itional su pportabili ty require ments are based on t he VRM hos ted cloud and will b e added as they beco me known. Table 7 co ntains the supportab ility requ irements f or the CCW F CRM.
	826	Table 7: C CWF Suppor tability R equirement s
	827	Descriptio n
	828	Source
	829	Informatio n about re sponse tim e degradat ion result ing from u nscheduled system ou tages and other even ts that de grade syst em functio nality and /or perfor mance shal l be disse minated to the user community within 30 minutes of the occur rence. The notificat ion shall include th e informat ion descri bed in the current A utomated N otificatio n Reportin g (ANR) te mplate mai ntained by the VA Se rvice Desk . The busi ness impac t must be noted.
	830	CCWF Opera tions and Maintenanc e Plan
	831	Testabilit y
	832	Testabilit y is fully addressed in the CC WF Master Test Plan. In summar y, the dev elopment t eam create s user int eraction t ests scrip ts to maxi mize test and code c overage, a nd specify system in puts and o utputs to facilitate the const ruction of test case s. User Ac ceptance T esting (UA T) personn el shall i nclude CSR s, SMEs, a nd adminis trators th at are abl e to confi rm accepta ble change s to their workflow.
	833	Reliabilit y Specific ations
	834	The CCWF C RM system is hosted at and dep endent upo n the reli ability of the VRM h osted clou d environm ent. The C CWF CRM is expected to be avai lable at a rate of 9 9.5% durin g business hours (7: 00AM – 10: 00PM EST), excluding 10 Federa l holidays .
	835	A maintena nce team m onitors th e CCWF CRM system in the Produ ction envi ronment. T ools, meth ods, and s pecificati ons for mo nitoring t he reliabi lity of th e CCWF CRM system ar e at the d iscretion of the mai ntenance t eam. The p recision ( resolution ) and accu racy of th e system’s output sh ould be 99 %, but the actual ac curacy of the system is depend ent on the data stor ed by inte gration pa rtners.
	836	Scope of I ntegration
	837	The CCWF C RM provide s internal users wit h the abil ity to acc ess a sing le desktop view in t he CRM usi ng Active Directory (AD) capab ilities fo r all auth entication s and is t he call ce nter entry point for support o f Veterans & other c allers. Th e CCWF CRM integrate s with mul tiple VA s ystems to allow CSRs to view V eteran inf ormation & medical r ecord docu mentation.
	838	Table 8 il lustrates the integr ations nee ded for CC WF per the CCWF BRD.
	839	Table 8: C CWF Scope of Integra tion
	840	Descriptio n
	841	Source
	842	CCWF CRM w ill provid e an integ rated repo rting plat form for v arious sou rces of da ta. Source s of data may includ e: VistA, CPRS, and FBCS.
	843	CCWF – BRD
	844	MS Dynamic s CRM will provide i ntegration with VA p ortal-base d applicat ions as we ll as VHA (Veterans Health Adm inistratio n) data.
	845	CCWF – BRD
	846	Enterprise Technolog y Architec ture (ETA) data serv ices are n eeded to i nterface w ith the da ta sources for the C CWF CRM. T he CCWF im plementati on team is working w ith VA rep resentativ es to dete rmine the appropriat e services for integ ration ext ernal syst ems. These services consist of existing, available services, and possi bly new se rvices, as required to meet th e CCWF fun ctional re quirements .
	847	Security S pecificati ons
	848	All VA sec urity requ irements a re adhered to. Based on Federa l Informat ion Proces s Standard s (FIPS) 1 99 and Nat ional Inst itute of S tandards a nd Technol ogy (NIST) Special P ublication (SP) 800- 60, the re commended Security C ategorizat ion of the CCWF syst em is ‘Mod erate’.
	849	This recom mended Sec urity Cate gorization drove the initial s et of mini mal securi ty control s required for the i nformation system. M inimum sec urity cont rol requir ements are addressed in NIST S P 800-53 a nd VA Hand book 6500.
	850	Role-Based Permissio n
	851	MS Dynamic s CRM is r ole based and every user is re quired to be assigne d a valid role to wo rk within the system . Predefin ed roles i n MS Dynam ics CRM ma y be used in CCWF CR M. CSRs pe rform demo graphic re view and e ntry, and appointmen t scheduli ng. Table 9 contains the vario us roles t hat a user can be as signed in the CCWF s ystem.
	852	Table 9: C CWF User R oles
	853	User Level
	854	User Role( s)
	855	Responsibi lities
	856	Access Lev el
	857	Primary
	858	CSC Produc tion User
	859	CSR
	860	CSC Lead
	861	CSC Superv isor
	862	CSC Qualit y Analyst
	863	CSC Lead P rogram Ana lyst
	864	CSC Leader ship
	865	Conduct MV I Veteran searchInpu t contact history In put workfl ow issue
	866	Contact hi story CRM read, writ e
	867	Workflow i ssue CRM r ead, write
	868	Primary
	869	CSC Workfo rce User
	870	CSC Superv isor
	871	CSC Workfo rce Analys t
	872	CSC Lead P rogram Ana lyst
	873	CSC Leader ship
	874	Generate c ontact his tory repor ts
	875	Generate w orkflow is sue report s
	876	Configure ad hoc rep orts
	877	Contact hi story CRM generate r eport
	878	Workflow i ssue CRM g enerate re port
	879	Primary
	880	CSC Superv isory User
	881	CSC Superv isor
	882	CSC Leader ship
	883	Conduct MV I Veteran searchInpu t contact history In put workfl ow issue
	884	Assign wor kflow issu e
	885	Edit workf low issue
	886	Contact hi story CRM read, writ e, edit, d elete
	887	Workflow i ssue CRM r ead, write , edit, de lete
	888	Secondary
	889	CSC Admini strator
	890	CSC Lead P rogram Ana lyst
	891	CSC Leader ship
	892	Configure contact hi story menu s
	893	Configure workflow i ssue menus
	894	Configure ad hoc rep orts
	895	Contact hi story CRM read, writ e, edit, d elete, con figure
	896	Workflow i ssue CRM r ead, write , edit, de lete, conf igure
	897	Primary
	898	Field Supp ort User
	899	Voucher Ex aminer
	900	Lead Vouch er Examine r
	901	FS Analyst
	902	FS Supervi sor
	903	FS Leaders hip
	904	Edit workf low issue
	905	Workflow i ssue CRM r ead, write
	906	Secondary
	907	Field Supp ort Workfo rce User
	908	FS Analyst
	909	FS Supervi sor
	910	FS Leaders hip
	911	Generate w orkflow is sue report s
	912	Configure ad hoc rep orts
	913	Workflow i ssue CRM g enerate re port
	914	Primary
	915	Field Supp ort Superv isory User
	916	FS Supervi sor
	917	FS Leaders hip
	918	Assign wor kflow issu e
	919	Edit workf low issue
	920	Workflow i ssue CRM r ead, write , edit, de lete
	921	Primary/Se condary
	922	CCWF User
	923	CSR
	924	CSC Lead
	925	CSC Superv isor
	926	CSC Qualit y Analyst
	927	CSC Lead P rogram Ana lyst
	928	CSC Leader ship
	929	Voucher Ex aminer
	930	Lead Vouch er Examine r
	931	FS Supervi sor
	932	FS Leaders hip
	933	Input work flow issue
	934	Assign wor kflow issu e
	935	Edit workf low issue
	936	Workflow i ssue CRM r ead, write
	937	Privacy Re quirements
	938	The CCWF C RM adheres to all VA and VHA P rivacy req uirements. A Privacy Act Syste m of Recor ds Notice (SORN) mus t cover ef forts that involve t he collect ion and ma intenance of individ ually iden tifiable i nformation .
	939	Certificat ion and Ac creditatio n
	940	VA require s that mec hanisms ar e in place to contro l any chan ges being made to sy stem secur ity docume ntation. T hese mecha nisms must address t he revisio ns to all system sec urity plan ning docum entation ( such as Se curity Pla ns and Con tingency P lans). The system ow ner ensure s that a t able of ch anges that describes the natur e of signi ficant cha nges that require re vision to the docume nt is main tained wit hin the Sy stem Secur ity Plan o r other do cument. Th e Informat ion Securi ty Officer (ISO) con ducts annu al reviews of the se curity doc umentation with syst em owners, system ma nagers, an d other Of fice of In formation Technology (OIT) per sonnel.
	941	The securi ty control s are desi gned, deve loped, app roved by t he VA, and implement ed in acco rdance wit h the prov isions of the VA sec urity syst em develop ment lifec ycle as ou tlined in NIST SP 80 0-37 (Guid e for Appl ying the R isk Manage ment Frame work to Fe deral Info rmation Sy stems), VA Handbook 6500 (Info rmation Se curity Pro gram), and VA Handbo ok 6500.5 (Incorpora ting Secur ity and Pr ivacy in S ystem Deve lopment Li fecycle). The CCWF C RM falls u nder the V RM hosted cloud’s Sy stem Secur ity Plan ( SSP) as a Minor Appl ication co vered by i ts certifi ed network . The Fiel d Security Service ( FSS) Stand ard Operat ing Proced ure (SOP) for a Mino r Applicat ion is bei ng followe d to addre ss Certifi cation and Accredita tion for C CWF CRM.
	942	System Fea tures
	943	System fea tures are documented in the Fu nctional S pecificati ons, Secti on 2.6.
	944	Usability Specificat ions
	945	User exper ience enco mpasses th e entire i nteraction between t he user an d the syst em. This i ncludes di rect inter action wit h the syst em as well as other interactio ns, unders tanding, a wareness, perception s, beliefs , feelings , and acti ons that r esult. One key compo nent of th e user exp erience is the usabi lity of th e system. Improving usability of the new system ov er the pri or version is a key requiremen t for this applicati on. The In ternationa l Organiza tion for S tandardiza tion (ISO) defines u sability a s “the ext ent to whi ch a produ ct can be used by sp ecified us ers to ach ieve speci fied goals with effe ctiveness, efficienc y, and sat isfaction in a speci fied conte xt of use” (1998).
	946	In order f or this ap plication to promote a good us er experie nce, the s ystem must meet the requiremen ts outline d in this section. T hese invol ve attribu tes of the applicati on as well as the pr ocess requ ired to ac hieve them .
	947	In order t o improve the usabil ity of VA- developed or purchas ed applica tions, the following actions a re require d:
	948	In accorda nce with t he Office of the Nat ional Coor dinator fo r Health I nformation Technolog y’s (ONCHI T) Meaning ful Use (M U) Stage 2 final rul ing, use o f an indus try recogn ized User Centered D esign (UCD ) process is require d. The met hods for U CD are wel l defined in documen ts and req uirements such as IS O 9241–11, ISO 13407 , ISO 1698 2, Nationa l Institut e of Stand ards and T echnology Interagenc y Report ( NISTIR) 77 41, ISO/In ternationa l Electroc hemical Co mmission ( IEC) 62366 , and ISO 9241-210. Developers will choo se their U CD approac h; one or more speci fic UCD pr ocesses wi ll not be prescribed .
	949	Adherence to an indu stry recog nized UI B est Practi ces Guidel ine or Sty le Guide. For exampl e, first f ollow UI g uidelines for the de velopment platform. In instanc es where p latform gu idelines a re not ava ilable, th e system m ust adhere to the VA ’s Best Pr actices Gu idelines/S tyle Guide .
	950	Inform req uirements and design s with det ailed huma n factors in mind. E xamples of specific human fact ors activi ties might include h euristic e valuations , site vis its, inter views, app lication-s pecific de sign guide s, and usa bility tes ting on ex isting sys tems or pr ototypes.
	951	The system demonstra tes high u sability b y being:
	952	Intuitive and easy t o learn wi th minimal training,
	953	Effective by allowin g users to successfu lly comple te tasks,
	954	Efficient by allowin g users to complete their work in a mann er consist ent with c linical pr actice and workflow,
	955	Perceived to have hi gh usabili ty, as dem onstrated by appropr iate surve y measures , and
	956	Designed t o aid user s in meeti ng task go als withou t being an additiona l burden.
	957	The system demonstra tes reliab ility and enables us er trust b y providin g:
	958	Stable and reliable performanc e,
	959	Accurate d ata,
	960	A display of all dat a availabl e in nativ e or inter faced syst ems and in tended to be availab le in the applicatio n, and
	961	Accessible informati on related to the so urce of da ta.
	962	The system allows th e user to view data from multi ple source s and incl udes a mod ern GUI th at provide s:
	963	An integra ted displa y of struc tured and unstructur ed data,
	964	A rich dat a visualiz ation and graphical display of data,
	965	The abilit y to switc h between tabular an d graphica l data vie ws,
	966	The abilit y to inter act with d isplayed d ata to obt ain additi onal detai ls related to the da ta and sou rce of the data, and
	967	User custo mizable co mponents a nd setting s.
	968	The system provides advanced a nd up-to-d ate search ing, inclu ding:
	969	Fast, Goog le-like, L ucene sear ch functio nality wit h auto-com plete and real-time display of matched r esults dur ing typing , and
	970	A search h istory.
	971	The system provides advanced f iltering c apabilitie s, includi ng:
	972	Filtering of data ta bles, list s, and gri ds, and
	973	Filtering of search results.
	974	The system design is modified to:
	975	Address th e specific findings from a hum an factor heuristic evaluation conducted on the pr ior versio n of the a pplication ,
	976	Address th e specific findings reported f rom field use of the prior ver sion, and
	977	Address th e specific findings reported f rom usabil ity testin g of the p rior versi on or rele vant proto types.
	978	Usability requiremen ts for thi s work eff ort are do cumented i n the CCWF BRD.
	979	Purchased Components
	980	VA contrac t and purc hase infor mation is sensitive. Please co ntact the CCWF IT Pr oject Mana ger for th is informa tion if ne eded.
	981	Estimation
	982	The functi onal size of the pro ject is ze ro (0) as this relea se is rela ted to con tractor en hancements to the MS Dynamics CRM COTS a pplication and does not develo p or enhan ce existin g VistA bu siness fun ctionality , CRM is t herefore e xempt from this func tional siz ing proces s.
	983	Attachment AApproval Signature s
	984	REVIEW DAT E:
	985	SCRIBE:
	986
	987
	988	__________ __________ __________ __________ __________ ________
	989	Signed:Dat e:
	990	PII , Business Sponsor
	991
	992
	993	__________ __________ __________ __________ __________ ________
	994	Signed:Dat e:
	995	PII , CCWF Dev elopment T eam Projec t Manager
	996
	997
	998	__________ __________ __________ __________ __________ ________
	999	Signed:Dat e:
	1000	P II , VA OIT P roject Man ager
	1001
	1002	Appendix A Non-Funct ional Requ irements
	1003	The follow ing non-fu nctional r equirement s should b e reviewed and asses sed while developing the requi rements fo r the proj ect.
	1004	System Per formance R eporting R equirement s
	1005	(Note: Eac h system d eveloped b y the Depa rtment of Veterans A ffairs (VA ) Office o f Informat ion and Te chnology ( OI&T) must comply wi th the fol lowing man datory req uirements. )
	1006	Include in strumentat ion to mea sure all p erformance metrics s pecified i n the Non- Functional Requireme nts sectio n of the R equirement s Traceabi lity Matri x (RTM). A t a minimu m, systems will have the abili ty to meas ure report ing requir ements for Responsiv eness, Cap acity, and Availabil ity as def ined in th e non-func tional req uirements section of the RTM.
	1007	Make the p erformance measureme nts availa ble to the Informati on Technol ogy (IT) P erformance Dashboard to enable display o f “actual” system me trics to c ustomers a nd IT staf f.
	1008	Operationa l Environm ent Requir ements
	1009	System res ponse time s and page load time s shall be consisten t with con tract stan dards (for example, My Healthe Vet or Hea ltheVet). (Comment: There may be differe nt expecta tions for an externa l display vs. a quer y. Need to address t hese diffe rent uses. Also indi cate if th is informa tion is un known).
	1010	Maintenanc e, includi ng mainten ance of ex ternally d eveloped s oftware in corporated into the CCWF appli cation(s), shall be scheduled during off peak hour s or in co njunction with relev ant mainte nance sche dules. The business owner shou ld provide specific requiremen ts for est ablishing system mai ntenance w indows whe n planned service di sruptions can occur in support of period ic mainten ance.
	1011	Informatio n about re sponse tim e degradat ion result ing from u nscheduled system ou tages and other even ts that de grade syst em functio nality and /or perfor mance shal l be disse minated to the user community within 30 minutes of the occur rence. The notificat ion shall include th e informat ion descri bed in the current A utomated N otificatio n Reportin g (ANR) te mplate mai ntained by the VA Se rvice Desk . The spec ific busin ess impact must be n oted in or der for OI T to provi de accurat e data in the servic e impact n otice of t he ANR.
	1012	Provide a real-time monitoring solution to report agreed/ide ntified cr itical sys tem perfor mance para meters.
	1013	Critical b usiness pe rformance parameters shall be identified e.g., tra nsaction s peed, resp onse time for screen display/r efresh, da ta retriev al, etc. i n a manner that data capture c an occur t o support metric rep orting and support t he OI&T pe rformance dashboard display. I f no such performanc e metrics are requir ed or prov ided there will be n o program specific S ervice Lev el Agreeme nts (SLA) created, n or shall t here be an y active/r eal time m onitoring through OI &T Perform ance Dashb oard to pr ovide the business o wners any performanc e metrics.
	1014	Notificati on of sche duled main tenance pe riods that require t he service to be off line or th at may deg rade syste m performa nce shall be dissemi nated to t he busines s user com munity a m inimum of 48 hours p rior to th e schedule d event.
	1015	Documentat ion Requir ements
	1016	The traini ng curricu lum shall state the expected t raining ti me for pri mary users and secon dary users to become proficien t at using the CCWF applicatio n(s).
	1017	All traini ng curricu la, user m anuals and other tra ining tool s shall be developed by the CC WF team an d updated by the VRM TDD Team and delive red to all levels of users. If known, in sert how m uch time i n advance the traini ng tools w ill be del ivered and via what mechanism( s); for ex ample, 2-4 weeks in advance of the relea se of the enhancemen t through nationwide conferenc e calls an d PowerPoi nt present ations). T he curricu la shall i nclude all aspects o f the enha nced CCWF applicatio n(s) and a ll changes to proces ses and pr ocedures.
	1018	The traini ng curricu lum develo ped by the Program O ffice shal l state th e expected task comp letion tim e for prim ary and se condary us ers.
	1019	User manua ls and tra ining tool s shall be developed . If they already ex ist, updat es shall b e made, as necessary , to them and they s hall be de livered to all level s of users .
	1020	IT will pr ovide the level of d ocumentati on require d to suppo rt the sys tem and ma intain ope rations an d continui ty. Docume ntation sh all repres ent minima l programm atic and l ifecycle o perations support do cumentatio n artifact s as defin ed by VA s tandards i n ProPath and as req uired by t he VA Ente rprise Sys tem Engine ering Life cycle and Release Ma nagement o ffice for sustained operations , maintena nce, and s upport (ht tp://vaww. eie.va.gov /lifecycle /default.a spx) prior to approv al by any VA change control bo ard and re lease into productio n.
	1021	Implementa tion Requi rements
	1022	Technical Help Desk support fo r the appl ication sh all be pro vided for users to o btain assi stance wit h CCWF.
	1023	The IT sol ution shal l be desig ned to com ply with t he applica ble approv ed Enterpr ise SLA.
	1024	The implem entation o f Release 1.2 must b e complete by 12/29/ 2016.
	1025	Data Prote ction/Back -up/Archiv e Requirem ents
	1026	Based upon the criti cality of the system , provide a back-up and data r ecovery pr ocess for when the s ystem is b rought off -line for maintenanc e or techn ical issue s/problems .
	1027	Data prote ction meas ures, such as back-u p interval s and redu ndancy sha ll be cons istent wit h systems categorize d as routi ne (30 day restorati on), missi on essenti al (72 hou r restorat ion), or m ission cri tical (12 hour resto ration).
	1028	Business o wners are required t o state th e mission criticalit y of the I T services required in order t o assist t he planner s and deve lopers in determinin g best str ategies fo r engineer ing an IT solution t o meet the ir busines s objectiv es/needs. The busine ss owner n eeds to st ate the cr iticality of the dat a and the impact to the busine ss during a service disruption so approp riate tech nologies c an be cons idered.
	1029	Levels for Disaster Recovery
	1030	Table 10: Levels for Disaster Recovery
	1031	Classifica tion
	1032	Recovery T ime Object ive
	1033	Recovery P oint
	1034	Objective Routine
	1035	30 day res toration
	1036	TBD
	1037	Mission Es sential
	1038	72 hour re storation
	1039	24 hours
	1040	Mission Cr itical
	1041	12 hour re storation
	1042	2 hours
	1043	Recovery T ime Object ive (RTO) – RTO defi nes the ma ximum amou nt of time that a sy stem resou rce can re main unava ilable bef ore there is an unac ceptable i mpact on o ther syste m resource s, support ed mission /business processes, and the M TD.
	1044	Maximum To lerable Do wntime (MT D) - The M TD represe nts the to tal amount of time t he system owner/auth orizing of ficial is willing to accept fo r a missio n/business process o utage or d isruption and includ es all imp act consid erations.
	1045	Recovery P oint Objec tive (RPO) - The RPO represent s the poin t in time, prior to a disrupti on or syst em outage, to which mission/bu siness pro cess data can be rec overed (gi ven the mo st recent backup cop y of the d ata) after an outage .
	1046	Data Quali ty/Assuran ce Require ments
	1047	A monitori ng process shall be provided t o ensure t hat data i s accurate and up-to -date and provides a ccurate al erts for m alfunction s while mi nimizing f alse alarm s.
	1048	User Acces s/Security Requireme nts
	1049	Ensure the proposed solution m eets all V eterans He alth Admin istration (VHA) Secu rity, Priv acy, and I dentity Ma nagement r equirement s includin g VA Handb ook 6500.
	1050	Usability/ User Inter face (UI) Requiremen ts
	1051	Adhere to good User Interface/ User Cente red Design (UI/UCD) principles as outlin ed in the Usability Appendix o f the BRD.
	1052	Conceptual Integrity
	1053	Provide st andards ba sed messag ing and mi ddleware i nfrastruct ure needed to suppor t both Leg acy Vetera ns Health Informatio n Systems Technology Architect ure (VistA ) and futu re VistA 4 deploymen ts.
	1054	Availabili ty
	1055	Maintenanc e window, including maintenanc e of exter nally deve loped soft ware incor porated in to the Vis tA 4 appli cation(s), will be b y mutual a greement b etween OI& T and the VHA Point of Contact (POC) for the affec ted facili ty. VHA wi ll provide POCs for each facil ity.
	1056	VistA appl ication un availabili ty due to an unplann ed outage or planned outages t hat exceed the defin ed mainten ance windo w will not exceed 8. 76 hours p er year an d will not exceed 43 .8 minutes per month (99.9% av ailability ).
	1057	The applic ation shal l be avail able 24 ho urs a day, seven day s a week, with an up time of 99 .9%.
	1058	All system updates a nd schedul ed mainten ance shoul d occur be tween the hours of 1 800 and 06 00 (per lo cal time z one), when clinical usage woul d be light est.
	1059	Interopera bility
	1060	The system shall sup port all r ecognized health sys tem standa rds i.e., Health Lev el 7 (HL7) , Fast Hea lthcare In teroperabi lity Resou rces (FHIR ).
	1061	Systems mu st be hete rogeneous and agnost ic for ope rating sys tems and c ode bases.
	1062	Provide th e ability to securel y transfer large fil es (of 4-8 gigabyte) from an e xternal so urce to VA systems.
	1063	Provide ac cess to th e system o ver a remo te access solution.
	1064	Manageabil ity
	1065	Provide Se rvice Desk /Incident and Proble m Manageme nt trackin g related to mainten ance event s of patie nt care sy stems with priority over non-p atient car e systems.
	1066	Provide da ta related to mainte nance even ts, both r outine and exception al, includ ing key me tadata:
	1067	Predicted routine wo rk
	1068	Occurrence s where ma intenance is complet ed, includ ing restar t from dow n time
	1069	Identity o f the orga nization p erforming maintenanc e
	1070	User perfo rming main tenance (i f availabl e)
	1071	Identity o f the syst em
	1072	Date/time, physical location
	1073	Systems im pacted
	1074	Does it af fect patie nt care
	1075	Non-urgent or emerge nt
	1076	Provide au dit capabi lities for system ac cess and u sage with settings t hat are co nfigurable to suppor t internal and exter nal audits based on federal an d VHA mand ates.
	1077	The system must comp ly with VA Directive 6300 Reco rds and In formation Management and with VHA Record s Control Schedule ( RCS) 10-1, in genera l and spec ifically w ith Electr onic Final Version o f Health R ecord: Des troy/Delet e 75 years after las t episode of patient care, or longer (if specified ).
	1078	Performanc e
	1079	Provide an Info butt on Query R esponder o n all plat forms with a respons e time of less than .5 seconds .
	1080	The system shall rec ognize, re port, and retransmit data lost , with les s than 0-1 % chance o f incomple te patient records.
	1081	Provide pa tient data (for data within th e system) transactio ns (e.g., capture, s earch, req uest for d ata) withi n .5 secon ds.
	1082	Mouse or k ey-based U I controls , e.g., me nus, check boxes shal l provide instantane ous respon siveness ( <90ms).
	1083	Part-scree n refreshe s after us er action shall comp lete withi n a pro-ra ted interv al between 200ms and 1200ms ti mes a perc entage of the screen area bein g refreshe d. For exa mple, a co mponent 10 % of the s creen area would ref resh in (1 200 – 200) * 0.10 + 200 = 300m s.
	1084	Reliabilit y
	1085	Provide sy stem relia bility:
	1086	Threshold = 99.9%
	1087	Objective = 99.99% s ystem and applicatio n
	1088	Provide sy stem relia bility:
	1089	Level 1 se verity =<1 failure p er month
	1090	Level 2 se verity =<2 failures per month
	1091	Level 3 se verity =<3 failures per month
	1092	Security
	1093	Provide ma nagement o f electron ic attesta tion of in formation including the retent ion of the signature of attest ation (or certificat e of authe nticity) a ssociated with incom ing or out going info rmation.
	1094	Supportabi lity
	1095	Provide al erts (that extend be yond syste m messages to extern al systems like mobi le devices ) for malf unctions, while prev enting fal se alarms for local, regional, and natio nal evalua tions in r eal time.
	1096	Provide re ports on p erformance metrics a s specifie d in the V istA 4 Eff ectiveness and Value / Benefit s Framewor k on a bi- weekly bas is.
	1097	Provide na tional, re gional, an d local re ports on p erformance metrics a s specifie d in the V istA 4 Eff ectiveness and Value / Benefit s Framewor k.
	1098	Provide pe rformance metrics (f rom reques t for info rmation to receipt o f informat ion on the screen) m onitored b y the syst em and sys tem admini strators s o they kno w what the user expe rience is like witho ut users h aving to c all them a nd tell th em the sys tem is run ning very slow.
	1099	Provide th e ability for VHA an d IT staff to create standard and ad-hoc reports o f usage, b andwidth, response t ime, login time, and other var iables wit h a verifi cation pro cess for m easuring t he capabil ities of t he system.
	1100	Provide en d-user tra ining on h ow to gene rate the v arious sys tem perfor mance repo rts (e.g., in standa rd file fo rmats such as Comma Separated Values [CS V], Portab le Documen t Format [ PDF], or E xcel) depe nding on t he user's needs.
	1101	Provide th e ability to view sy stem stati stics (e.g ., informa tion on th e specific network e nvironment ) and iden tify areas that are having iss ues or are beyond ca pacity, in near-real -time (to be quantif ied at a l ater time) .
	1102	Technical Help Desk support fo r the appl ication vi a instant message, o n-line, ph one, and r emote desk top access support, shall be p rovided fo r users to obtain as sistance 2 4/7.
	1103	The IT sol ution shal l be desig ned to com ply with t he applica ble approv ed Enterpr ise SLAs.
	1104	Data prote ction meas ures, such as back-u p interval s and redu ndancy sha ll be cons istent wit h systems categorize d as missi on critica l (1hr res toration, 2hrs backu p recovery ). Impact of system failure mu st be moni tored on a near real time basi s.
	1105	Provide th e ability to set thr esholds an d notifica tion type (e.g., ema il or text alerts) w hen alerti ng the use r about re sponse tim e degradat ion and un scheduled outages.
	1106	Disaster R ecovery Pl ans (DRP) and Contin uity of Op erations P lan (COOP) will be u pdated and tested se mi-annuall y to addre ss the Vis tA 4 produ ct (see Na tional Sec urity and Homeland S ecurity Pr esidential Directive : National Continuit y Policy. NSPD-51/HS PD-20, May 9, 2007 h ttp://www. fas.org/ir p/offdocs/ nspd/nspd- 51.htm)
	1107	Usability
	1108	Provide vi ewability/ usability of VistA 4 applicati ons on mob ile device s.
	1109	User promp ts and scr een help s hall be em bedded int o the syst em to guid e use of t he solutio n.
	1110	Documentat ion
	1111	The traini ng curricu lum shall be provide d in two h ours or mo re of trai ning time for primar y users an d secondar y users to become pr oficient a t using th e VistA 4 applicatio n(s).
	1112	All traini ng curricu la, user m anuals and other tra ining tool s shall be developed /updated b y the VE P rogram Off ice and de livered to all level s of users 4 weeks i n advance of the rel ease of th e enhancem ent throug h mediums that will best suppo rt the sha ring of in formation to all aff ected staf f.
	1113	Provide fo llow-up tr aining cla sses tailo red to VHA workflow 4 weeks af ter the us ers have b egun to us e the syst em.