21. EPMO Open Source Coordination Office Redaction File Detail Report

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21.1 Files compared

#	Location	File	Last Modified
1	OSCIF_ Purch Care NonVA Call Ctr_CCWF_v1.6_release 6.zip	CCWF_0007AA_Requirements Specification Document_B6_R1.6.docx	Tue Aug 15 16:01:32 2017 UTC
2	OSCIF_ Purch Care NonVA Call Ctr_CCWF_v1.6_release 6.zip	CCWF_0007AA_Requirements Specification Document_B6_R1.6.docx	Sat Sep 23 02:06:54 2017 UTC

21.2 Comparison summary

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21.3 Comparison options

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21.5 Comparison detail

	1	Call Cente r Way Forw ard (CCWF)
	2
	3	Requiremen ts Specifi cation Doc ument (RSD )
	4	Release 6
	5	(CLIN 0007 AA)
	6
	7
	8
	9	Department of Vetera ns Affairs
	10	Veteran Ce ntered Exp erience (V CE)
	11	TO-81 Cust omer Relat ionship Ma nagement ( CRM) Devel opment and Operation s and Main tenance (O &M)
	12
	13
	14	July 2017
	15	Version 7. 0
	16
	17
	18	Revision H istory
	19	Date
	20	Version
	21	Descriptio n
	22	Author
	23	07/17/17
	24	7.0
	25	Updates to reflect w ork items for Releas e 6
	26	Booz Allen Hamilton
	27	06/05/17
	28	6.1
	29	Updates to reflect w ork items built in R elease 5
	30	Booz Allen Hamilton
	31	04/12/17
	32	6.0
	33	Updates wi th work it ems for Re lease 5
	34	Booz Allen Hamilton
	35	03/20/17
	36	5.1
	37	Updates to reflect w ork items built in R elease 4
	38	Booz Allen Hamilton
	39	01/18/17
	40	5.0
	41	Updated wi th work it ems for Re lease 4
	42	Booz Allen Hamilton
	43	11/29/16
	44	4.1
	45	Updated to reflect w ork items built in R elease 3
	46	Booz Allen Hamilton
	47	10/12/16
	48	4.0
	49	Updated wi th work it ems for Re lease 3
	50	Booz Allen Hamilton
	51	08/08/16
	52	3.3
	53	Updated wi th additio nal inform ation for Increment 2
	54	Booz Allen Hamilton
	55	06/03/16
	56	3.2
	57	Updated Fu nctional S pecificati ons with i nformation to date
	58	Booz Allen Hamilton
	59	04/25/16
	60	3.1
	61	Updated to remove TB D content
	62	Booz Allen Hamilton
	63	04/07/16
	64	3.0
	65	Updated wi th informa tion for I ncrement 2
	66	Booz Allen Hamilton
	67	03/10/16
	68	2.2
	69	CCWF Incre ment 1 dat a removed and Increm ent 2 data added
	70	Booz Allen Hamilton
	71	03/04/16
	72	2.1
	73	CCWF Incre ment 2 dat a removed
	74	Booz Allen Hamilton
	75	02/29/16
	76	2.0
	77	CCWF Incre ment 1 Fin al
	78	Booz Allen Team
	79	09/17/15
	80	1.0
	81	CCWF RSD F inal
	82	BRISP Team
	83
	84	Table of C ontents
	85	1Introduct ion3
	86	1.1Purpose 3
	87	1.2Scope3
	88	1.3Referen ces5
	89	2Overall D escription 5
	90	2.1Accessi bility Spe cification s5
	91	2.2Busines s Rules Sp ecificatio ns6
	92	2.3Design Constraint s Specific ations8
	93	2.4Disaste r Recovery (DR) Spec ifications 9
	94	2.5Documen tation Spe cification s10
	95	2.6Functio nal Specif ications10
	96	2.7Graphic al User In terface (G UI) Specif ications17
	97	2.8Multi-D ivisional Specificat ions18
	98	2.9Perform ance Speci fications1 8
	99	2.10Qualit y Attribut es Specifi cations18
	100	2.10.1Main tainabilit y18
	101	2.10.2Data Integrity 19
	102	2.10.3Supp ortability 19
	103	2.10.4Test ability20
	104	2.11Reliab ility Spec ifications 20
	105	2.12Scope of Integra tion20
	106	2.13Securi ty Specifi cations21
	107	2.13.1Role -Based Per mission21
	108	2.13.2Priv acy Requir ements22
	109	2.13.3Cert ification and Accred itation22
	110	2.14System Features2 3
	111	2.15Usabil ity Specif ications23
	112	3Purchased Component s24
	113	4Estimatio n24
	114	Attachment AApproval Signature s25
	115	Appendix A Non-Func tional Req uirements2 6
	116
	117	Table of T ables
	118	Table 1: C CWF Releas es3
	119	Table 2: C CWF Busine ss Terms6
	120	Table 3: C CWF High-L evel Requi rements10
	121	Table 4: C CWF CRM Re quirements 12
	122	Table 5: C CWF GUI Sp ecificatio ns18
	123	Table 6: C CWF Mainta inability Requiremen ts19
	124	Table 7: C CWF Suppor tability R equirement s20
	125	Table 8: C CWF Scope of Integra tion20
	126	Table 9: C CWF User R oles21
	127	Table 10: Levels for Disaster Recovery27
	128	Introducti on
	129	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.
	130	Purpose
	131	The purpos e of this Requiremen ts Specifi cation Doc ument (RSD ) is to re cord the C CWF requir ements for Release 6 (CCWF v1. 6) 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.
	132	Scope
	133	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.
	134	Table 1 sh ows the ke y features of CCWF r eleases an d dates fo r this wor k.
	135	Table 1: C CWF Releas es
	136	Release
	137	Release Da tes
	138	Release Ke y Features
	139	Release 1
	140	09/2015 – 03/2016
	141
	142
	143	CCWF Pilot
	144	Person Sea rch
	145	Contact Hi story
	146	Workflow
	147	Data Migra tion
	148	Release 2
	149	04/2016 – 09/2016
	150
	151
	152	Replacemen t of exist ing ShareP oint call tracker
	153	Integratio n with ESR (Enrollme nt System Redesign)
	154	Additional Workflow improvemen ts, includ ing for Ad verse Cred it Reporti ng
	155	Quality As surance Sc oring
	156
	157	Release 3
	158	10/2016 – 12/2016
	159	Custom Rep orts
	160	System Imp rovements (Tab Order , Field Re quirements , Dropdown Updates, etc.)
	161	Release 4
	162	01/2017 – 03/2017
	163	Integratio n with exi sting Vist A interfac es via the Health Da ta Reposit ory (HDR)
	164	Additional reports ( Custom CRM reports a nd Veteran Data repo rts)
	165	Additional System Im provements (Tab Orde r, Field R equirement s, Dropdow n Updates, etc.)
	166	Community Care (CC) Referrals workflow
	167
	168	Release 5
	169	03/2017 – 06/2017
	170	Additional CC workfl ow functio nality and updates t o existing Referrals workflow
	171	Ability to add clini cal data f rom VistA to a CRM R equest
	172	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.
	173	Ability to create co rresponden ce via mai l, fax, or email.
	174	Addition o f an emerg ency butto n to aid C SRs with s uicidal Ve teran call ers.
	175	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.
	176	Release 6
	177	06/2017-09 /2017
	178	Building o ut all rem aining CC workflows
	179	Creating a ll VISN/Fa cility tea ms and que ues and Re quest rout ing update s to accom modate onb oarding of additiona l VISNs
	180	Enhancemen t to the S ensitive V eteran pro cess to lo g the reco rds access ed in Vist A
	181	Additional functiona lity for t he Communi ty Viewer Help Desk LOB, inclu ding updat es to the Interactio n and Requ est form a nd Request routing
	182	Ability to create co rresponden ce via mai l, fax, or email.
	183	Updates to existing web parts for clinic al and dem ographic d ata
	184	Ability to add clini cal data f rom VistA to a CRM R equest
	185
	186	References
	187	The follow ing is a l ist of ref erences ap plicable t o this RSD :
	188	VA Handboo k 6102 Int ernet/Intr anet Web-s ite requir ements
	189	CCWF FY16 Business R equirement s Document (BRD)
	190	Community Care BRD
	191	Requiremen ts Traceab ility Matr ix (RTM)
	192	VA Handboo k 6500 – I nformation Security Program
	193	CCWF Syste m Design D ocument (S DD)
	194	CCWF Opera tions and Maintenanc e (O&M) Pl an
	195	CRM Cloud Hosting Sy stem Secur ity Plan
	196	CCWF CRM D ata Dictio nary
	197	CCWF Maste r Test Pla n
	198	Overall De scription
	199	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.
	200	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 .
	201	Accessibil ity Specif ications
	202	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 ).
	203	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 5 on June 13, 2017. David Fan ning, the Section 50 8 Represen tative for the proje ct, recomm ended the CCWF CRM p roduct for release. The Sectio n 508 Offi ce will pr ovide an a dditional Validation Statement for Relea se 6 after their aud it of the applicatio n is compl ete.
	204	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 .
	205	Business R ules Speci fications
	206	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.
	207	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.
	208	Table 2: C CWF Busine ss Terms
	209	Business T erm
	210	Tabular De finition
	211	Caller typ e
	212	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.
	213	Provider
	214	An entity who provid es medical , mental, dental ser vices iden tified by TIN (Tax I dentificat ion Number ).
	215	Veteran
	216	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).
	217	Provider c aller type
	218	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.
	219	Veteran ca ller type
	220	A caller t ype that r equires a CSR to inp ut Veteran name, SSN , and DOB.
	221	VSO (Veter an Service Organizat ion) calle r type
	222	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.
	223	Contact Hi story
	224	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.
	225	VISN
	226	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.
	227	Site
	228	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.
	229	Program Ty pe
	230	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).
	231	Call Purpo se
	232	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).
	233	Contact hi story repo rts
	234	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.
	235	Configure
	236	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.
	237	Access lev el
	238	Defined in section 2 .13.1.
	239	Date of se rvice
	240	The month, day, and year a Vet eran recei ves provid er service s, as well as the da te of a cl aim.
	241	Billed amo unt
	242	The total billed cha rges of a Non-VA car e claim.
	243	Claim numb er
	244	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.
	245	Type of Bi ll
	246	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.
	247	Type of bi ll subcate gory
	248	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.
	249	Action Typ e
	250	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 .
	251	Action Typ e subcateg ory
	252	A dependen t area of action typ e selectio n and is i dentified by: Needs Medical Re view/Deter mination.
	253	Claim Stat us Report
	254	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.
	255	Method of delivery
	256	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.
	257	Mail Subca tegory
	258	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.
	259	Email Subc ategory
	260	A method o f delivery subcatego ry identif ied by: Em ail Addres s Box.
	261	Fax Subcat egory
	262	A method o f delivery subcatego ry identif ied by: At tention Na me field, Fax Number field.
	263	Date/time stamp
	264	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.
	265	User
	266	One with a VA enterp rise login account t o the syst em.
	267	File attac hment
	268	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.
	269	Workflow s tatus
	270	The curren t position a workflo w issue an d is ident ified by: Unassigned , Assigned , and Reso lved.
	271	Free text notes
	272	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.
	273	Workflow r eports
	274	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.
	275	Issue iden tification number
	276	A uniquely system ge nerated tr acking num ber relate d to a wor kflow issu e.
	277	Workflow i ssue searc h
	278	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.
	279	User edits
	280	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.
	281	First in f irst out
	282	A workflow issue tha t has the oldest cre ation date is proces sed by a u ser before others.
	283	Workflow q ueue
	284	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.
	285	User roles
	286	User roles are ident ified in s ection 2.1 3.1.
	287	Access lev el
	288	Access lev els are ou tlined in section 2. 13.1.
	289	Historical contact n otes
	290	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 .
	291	Historical workflow issues
	292	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.
	293	Design Con straints S pecificati ons
	294	The follow ing design constrain ts apply t o the CCWF solution:
	295	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.
	296	Customizat ion of the COTS prod uct Micros oft Dynami cs CRM is limited by OIT guide lines and mandates.
	297	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.
	298	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.
	299	Upgraded e quipment a nd applica tions for all users may be req uired to i ntroduce a dded syste m capabili ties.
	300	Developmen t must be compliant with all r elevant CC WF policie s and proc edures per taining to VA securi ty standar ds.
	301	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 .
	302	Support fo r the encr yption and decryptio n of lette rs, emails , or other documenta tion is re quired.
	303	Disaster R ecovery (D R) Specifi cations
	304	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.
	305	The Disast er Recover y Specific ations are as follow s:
	306	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).
	307	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.
	308	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.
	309	For detail regarding Disaster Recovery ( DR) plans, please re fer to the CRM Cloud Solution Disaster R ecovery Pl an and/or the VCE 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:
	310	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.
	311	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.
	312	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.
	313	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.
	314	The CRM Cl oud contra ctor updat es and mai ntains the DR plan.
	315	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.
	316	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.
	317	Documentat ion Specif ications
	318	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.
	319	Functional Specifica tions
	320	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) (now Office of Community Care (OCC) ).
	321	Table 3: C CWF High-L evel Requi rements
	322	Source
	323	ID
	324	Theme
	325	Requiremen ts
	326	CC BRD
	327	Epic 6
	328	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	329	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) .
	330	CC BRD
	331	Epic 9
	332	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	333	As a CSR, I need the ability t o look up a Veteran' s OHI in t he ES syst em
	334	CC BRD
	335	Epic 13
	336	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	337	As a CSR, I need the ability t o create a request f or a secon dary autho rization ( SAR) to be created.
	338	CC BRD
	339	Epic 14
	340	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	341	As a CSR, I need the ability t o view sch eduling in formation for a VAMC
	342	CCWF BRD
	343	Epic 18
	344	CRM Capabi lity for N VCA Inquir ies
	345	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 .
	346	CCWF BRD
	347	Epic 19
	348	CRM Capabi lity for N VCA Inquir ies
	349	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.
	350	CCWF BRD
	351	Epic 20
	352	CRM Capabi lity for N VCA Inquir ies
	353	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.
	354	CCWF BRD
	355	Epic 21
	356	CRM Capabi lity for N VCA Inquir ies
	357	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.
	358	CCWF BRD
	359	Epic 24
	360	CRM Capabi lity for N VCA Inquir ies
	361	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.
	362	CCWF BRD
	363	Epic 25
	364	CRM Capabi lity for N VCA Inquir ies
	365	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 .
	366	CC BRD
	367	Epic 21
	368	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	369	As a CSR I need the ability to escalate and track a request to VAMC Ca re coordin ators (NVC C)
	370	CC BRD
	371	Epic 22
	372	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	373	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.
	374	CC BRD
	375	Epic 32
	376	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	377	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
	378	CCWF BRD
	379	Epic 32
	380	CRM Capabi lity for N VCA Inquir ies
	381	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.
	382	CC BRD
	383	Epic 33
	384	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	385	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.
	386	CC BRD
	387	Epic 36
	388	Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement
	389	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.
	390	CCWF also has specif ic require ments for the CRM sy stem that are being developed by the dev elopment t eam during Release 6 . Table 4 details th ese requir ements as of 07/13/1 7. The req uirements are docume nted in Ra tional Tea m Concert (RTC).
	391	Table 4: C CWF CRM Re quirements
	392	Rational I D
	393	Function
	394	Requiremen t
	395	Release/ S print
	396	512745
	397	Community provider i ssue repor ting
	398	As a COR I need the ability to view stat istics on community provider u rgent issu es and com plaints, s o that I c an verify if contrac tual oblig ations are met
	399	Release 6
	400	555807
	401	Research: update “VA MC" web pa rt - backe nd
	402	As a CRM U ser, I wan t to updat e the "VAM C" Web Par t source s ystem so t hat I am r etrieving informatio n from the authorita tive sourc e
	403	Release 6 Sprint 31
	404	512749
	405	Add/remove progress notes to e mergency n otificatio n requests
	406	As a CSR I need to a ttach the Hospital N otificatio n Progress Note to t he request that is r outed to N VCC for em ergency, s o the NVCC agent has context f or the epi sode of ca re
	407	Release 6
	408	512748
	409	Route emer gency noti fication r equests to NVCC
	410	As a CSR I need to b e able to route Emer gency Noti fications requests t o NVCC, so they can perform en titlement reviews
	411	Release 6
	412	538016
	413	Update "VA MC" web pa rt - facil ity phone number
	414	As a CRM U ser, I wan t the Visi t Web Part to have t he Facilit y's Main P hone Numbe r so that I can easi ly refer t he caller to contact the facil ity
	415	Release 6 Sprint 31
	416	538011
	417	Update "VA MC" web pa rt - facil ity name
	418	As a CRM U ser, I wan t the Visi t Web Part to have t he Facilit y Name so that I can tell whic h Facility is being referenced in the ta ble
	419	Release 6 Sprint 31
	420	474615
	421	Custom Mer ge for Vet eran recor ds
	422	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.
	423	Release 6 Sprint 31
	424	437962
	425	Add/remove consults
	426	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
	427	Release 6 Sprint 31
	428	556228
	429	Request ch anges for CVHD
	430	As a CVHD user, I ne ed the Req uest form to only sh ow me fiel ds that I need in or der to pro perly work a request .
	431	Release 6 Sprint 31
	432	437970
	433	Add/remove appointme nts
	434	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
	435	Release 6 Sprint 31
	436	456860
	437	Update "VA MC" web pa rt
	438	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 .
	439	Release 6 Sprint 31
	440	437977
	441	Referral i nvestigati on require d objects
	442	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
	443	Release 6
	444	529496
	445	Claim Requ irements f or Bill of Collectio ns Action
	446	As a CSR, I want BOC request t o require a claim to route so that I can not route a BOC requ est withou t a claim
	447	Release 6 Sprint 31
	448	554951
	449	Areas/Suba reas for C VHD
	450	As a CVHD user, I ne ed certain Areas and Sub Areas in order to correct ly classif y the call .
	451	Release 6 Sprint 31
	452	276133
	453	View all m edical doc umentation to verify receipt
	454	As a CCWF user I nee d the abil ity to see medical i nformation to verify that all documents have been received.
	455	Release 6
	456	437999
	457	Appointmen ts require d objects
	458	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
	459	Release 6
	460	539296
	461	Technical story: con sults back end update s
	462	As a CRM u ser, I wan t the cons ults servi ce to be u pdated so that I hav e the most accurate consults i nformation from Vist A.
	463	Release 6 Sprint 32
	464	539202
	465	Technical: clinical informatio n performa nce improv ements
	466	As a CRM u ser, I wan t the spee d at which clinical informatio n is retur ned to be increased so that I do not hav e to wait as long fo r this inf ormation
	467	Release 6 Sprint 31
	468	540622
	469	Integratio n Team Sto ry: Filter ing update s
	470	Story to t rack resea rch into u pdating da te filter in web par ts
	471	Release 6 Sprint 31
	472	539170
	473	Technical Story: Upd ate javasc ript Eval Command
	474	As a CCWF CRM Stakeh older, I n eed the CR M solution s to be co mpliant wi th Softwar e Assuranc e Office s tandards s o that I a m able to complete s ubsequent production Releases.
	475	Release 6 Sprint 31
	476	494672
	477	Clinical i nformation on intera ction/requ est
	478	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
	479	Release 6 Sprint 31
	480	438004
	481	View AOD a nd VAMC tr ansfer off ice number s
	482	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 )
	483	Release 6 Sprint 31
	484	555542
	485	Sensitive Vet 10: Vi stA/VIA SS Oi
	486	As a CRM u ser, I wan t to autom atically b e logged i n to vista so I do n ot have to spend tim e entering my VistA credential s in CRM
	487	Release 6
	488	555522
	489	Sensitive Vet 1: Upd ate sensit ive Vetera n check
	490	As a CRM u ser, I wan t the sens itive Vet check to o ccur using the sensi tive veter an determi nation pro vided from MVI so th at I do no t have to wait for a n addition al search to the Enr ollment sy stem
	491	Release 6 Sprint 31
	492	530267
	493	Sensitive Vet 3: ISO Log in Vi stA
	494	As a CRM u ser, I nee d access t o a sensit ive or dec eased vete ran's reco rd logged in VistA s o that I a m complian t with ISO standards
	495	Release 6 Sprint 31
	496	458627
	497	Set Vetera n home fac ility from E&E
	498	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
	499	Release 6 Sprint 31
	500	555526
	501	Sensitive Vet 5: upd ate non-se nsitive Ve teran reco rd
	502	As a CCWF user, I ne ed the Vet eran recor d to be up dated with the Sensi tive and V eteran fla g so that I can alwa ys have th e most rec ent value of the ind icator
	503	Release 6 Sprint 31
	504	555529
	505	Sensitive Vet 6: upd ate sensit ive Vetera n record
	506	As a CCWF user, I ne ed a sensi tive Veter an’s recor d to be up dated with the Sensi tive and V eteran fla g so that I can alwa ys have th e most rec ent value of the ind icator
	507	Release 6 Sprint 31
	508	530275
	509	Sensitive Vet 9: Det ermination from Requ est/Submit ted Intera ction
	510	As a CRM u ser, I wan t the Sens itive Vet pop up to appear whe n I open a Request o r submitte d Interact ion for a sensitive Veteran so that I ca n properly log acces sing a sen sitive Vet eran's CRM data on t he form.
	511	Release 6 Sprint 32
	512	555523
	513	Sensitive Vet 2: Pro ceed messa ge + Login VIA
	514	As a CRM u ser, I nee d the abil ity to log into Vist A so that I can log sensitive patient ac cess
	515	Release 6 Sprint 31
	516	543383
	517	Correspond ence 5: se lect E&E d ata
	518	As a CRM u ser, I wan t to selec t data fro m the E&E system whe n completi ng corresp ondence so that I ca n automatc ially send correspon dence to t he the Vet eran's ema il/fax/add resses.
	519	Release 6 Sprint 32
	520	539621
	521	Technical story: Sen sitive Vet - CRM pro cess usabi lity updat es
	522	As a CRM s ystem Admi nistrator, I want th e CRM log of sensiti ve Veteran access to be more c lear so th at I can m ore easily provide t he require d data to the ISO
	523	Release 6 Sprint 31
	524	555525
	525	Sensitive Vet 4: Unm asked SSN/ DOB field
	526	As a CRM u ser, I nee d a sensit ive non-Ve teran’s un masked SSN /DOB to be saved sep arately fr om the reg ular SSN a nd DOB fie ld so that these fie lds can be hidden un less I hav e approval to see th em
	527	Release 6 Sprint 31
	528	555532
	529	Sensitive Vet 7: Eva luate stat us
	530	As a CRM u ser, I nee d to know if I have access to a sensitiv e patient’ s record s o that I a m complian t with the ISO stand ard
	531	Release 6 Sprint 31
	532	539625
	533	Sensitive vet 8: CRM external log access
	534	As a VA OI T Stakehol der, I do not want e nd users t o have acc ess to the ir own sen sitive vet eran acces s audit lo gs so that I am not in violati on of any security s tandards.
	535	Release 6 Sprint 31
	536	543389
	537	Correspond ence 6: vi ew E&E dat a
	538	As a CSR, I want to see data f rom the E& E system w hen comple ting corre spondence so that I can know t he Veteran 's email/f ax/address es.
	539	Release 6 Sprint 32
	540	438015
	541	Correspond ence 2: Em ail
	542	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
	543	Release 6 Sprint 31
	544	438018
	545	Correspond ence 4: po st-emergen cy claim f iling - co ntent
	546	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
	547	Release 6 Sprint 31
	548	526454
	549	State look up not ass ociating M E with Mai ne
	550	As a CRM u ser, I nee d the stat e lookup t o work wil l all abbr eviations in order t o easily f ind what I am lookin g for.
	551	Release 6 Sprint 31
	552	500653
	553	Discharge planning - area/suba rea/resolu tions/acti ons
	554	As a CSR, I need add itional CR M fields r elated to discharge planning p rocesses s o that I c an categor ize calls about Disc harge Plan ning
	555	Release 6 Sprint 31
	556	500660
	557	Traveling Veteran - area/subar ea/resolut ions/actio ns
	558	As a CSR, I need add itional CR M fields r elated to traveling veteran pr ocesses so that I ca n categori ze calls a bout Trave ling Veter ans
	559	Release 6 Sprint 31
	560	541493
	561	Correspond ence 3: co rresponden ce from re quest
	562	As a CSR I need the ability to access th e options to send co rresponden ce directl y from the Request s o that I c an quickly send corr espondence while on a call
	563	Release 6 Sprint 31
	564	493650
	565	Correspond ence 1: co rresponden ce from in teraction
	566	As a CSR I need the ability to access th e options to send co rresponden ce directl y from the interacti on so that I can qui ckly send correspond ence while on a call
	567	Release 6 Sprint 31
	568	500651
	569	Dental - a rea/subare a/resoluti ons/action s
	570	As a CSR, I need add itional CR M fields r elated to Dental pro cesses so that I can categoriz e calls ab out Dental
	571	Release 6 Sprint 31
	572	437998
	573	Appointmen ts - queue notificat ion
	574	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
	575	Release 6 Sprint 31
	576	438019
	577	Email no r eply
	578	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
	579	Release 6 Sprint 32
	580	458597
	581	Saving Not es on Requ est
	582	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
	583	Release 6
	584	523562
	585	Research: Location o f Routing Informatio n section
	586	Research h aving Rout ing inform ation and Address/fa x/email fi elds on th e same row as Comple te topic b uttons
	587	Release 6 Sprint 31
	588	512742
	589	Reroute co mplaints t o NVCC
	590	As a CSC S upervisor I need to be able to route / a ssign a co mplaints f or Quality or Safety issues to the NVCC, so they c an review the issue with the c ontractor
	591	Release 6
	592	457832
	593	NVCC routi ng - queue / team se tup
	594	As a VISN 6/21 CCFOR , I want q ueues to o nly show r equests re lated to m y facility /facilitie s so that I am only displayed work I am able to co mplete
	595	Release 6
	596	552777
	597	NVCC routi ng for all visns
	598	As a CCFOR , I want q ueues to o nly show r equests re lated to m y facility /facilitie s so that I am only displayed work I am able to co mplete
	599	Release 6
	600	511823
	601	Routing fo r CVHD Req uests
	602	As a CVHD user, I ne ed the abi lity to ro ute Reques ts in orde r to get w ork done.
	603	Release 6
	604	437961
	605	VA resourc es / facil ity locato r
	606	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
	607	Release 6 Sprint 31
	608	500657
	609	DME - area /subarea/r esolutions /actions
	610	As a CSR, I need add itional CR M fields r elated to Durable Me dical Equi pment (DME ) processe s so that I can cate gorize cal ls about D ME
	611	Release 6 Sprint 31
	612	553776
	613	Remove dup licate fac ility
	614	As a CRM u ser, I nee d all faci lities in CRM to be unique so that I can retrieve the correc t integrat ed data fo r the faci lity
	615	Release 6 Sprint 31
	616	426974
	617	Complaints (provider managment ) - area/s ubarea/res olutions/a ctions
	618	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 provider complaints
	619	Release 6 Sprint 31
	620	538669
	621	Email MOD for PFRAR
	622	As a CCWF user, I wa nt to have the optio n to email a PFRAR t o accommod ate new bu siness fun ctionality .
	623	Release 6 Sprint 31
	624	510991
	625	Field supe rvisors re activate r equests
	626	As a Field Superviso r, I need the abilit y to react ivate Requ ests in or der to mak e necessar y updates.
	627	Release 6 Sprint 31
	628	511820
	629	Interactio n changes for CVHD
	630	As a CVHD user, I ne ed modific ations to the Intera ction form based on Type in or der to cap ture only the inform ation I ne ed.
	631	Release 6 Sprint 31
	632	437989
	633	Re-route r equest to another fa cility
	634	As a CCFOR , I need t he ability to re-rou te request if reques t goes to wrong faci lity
	635	Release 6 Sprint 31
	636	512741
	637	Reroute co mplaints t o COR
	638	As a CSC S upervisor I need to be able to re-route / assign a complaint s for expe rience iss ues to the COR, so t hey can re view the i ssue with the contra ctor
	639	Release 6
	640	552698
	641	CC request history t racking
	642	As a CRM u ser, I wan t the abil ity to see and repor t on wheth er a reque st has bee n re-route d so that I can trac k the life cycle of a request.
	643	Release 6
	644	534438
	645	Assign to CSC Superv isor date field widt h need to be expande d on ACR f orm
	646	As a CCWF user, I ne ed to see the full A ssign to C SC Supervi sor date f ield in or der to tra ck the Req uest.
	647	Release 6 Sprint 31
	648	500659
	649	Emergent c are notifi cation - a rea/subare a/resoluti ons/action s
	650	As a CSR, I need add itional CR M fields r elated to emergent c are notifi cation pro cesses so that I can categoriz e calls ab out Emerge nt Care No tification
	651	Release 6 Sprint 31
	652	Graphical User Inter face (GUI) Specifica tions
	653	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.
	654	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.
	655	Table 5 il lustrates the CCWF G UI Specifi cations th at have be en configu red to dat e.
	656	Table 5: C CWF GUI Sp ecificatio ns
	657	Descriptio n
	658	Source
	659	Single UI – Replace legacy app lication s creens use d by CCWF users with a single- UI.
	660	CCWF – BRD
	661	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.
	662	CCWF – BRD
	663	System Int egration – Integrate with all Veteran No n-VA medic al care sy stem or re cord repos itories.
	664	CCWF – BRD
	665	Multi-Divi sional Spe cification s
	666	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.
	667	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.
	668	Performanc e Specific ations
	669	The CCWF a pplication supported 200 users at Go Liv e in Octob er 2016. T he applica tion curre ntly suppo rts approx imately 50 0 users. M ore users will be ac cessing th e applicat ion as add itional VI SNs are on boarded.
	670	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.
	671	CCWF CRM r esponse ti me is depe ndent on s everal ext ernal fact ors includ ing:
	672	VRM hosted cloud dat a center s upport and applicati on respons e time;
	673	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.
	674	Quality At tributes S pecificati ons
	675	Maintainab ility
	676	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:
	677	Consider h ow the sys tem will m anage chan ges to bus iness proc esses and dynamic bu siness rul es,
	678	Follow doc umentation standards and relea se standar ds, and
	679	As a part of best pr actice, cr eate logs of changes , updates, or fixes.
	680	Table 6 co ntains mai ntainabili ty require ments that are addre ssed by CC WF CRM.
	681	Table 6: C CWF Mainta inability Requiremen ts
	682	Descriptio n
	683	Source
	684	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.
	685	CCWF Opera tions and Maintenanc e Plan
	686	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.
	687	CCWF Opera tions and Maintenanc e Plan
	688	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.
	689	CCWF Opera tions and Maintenanc e Plan
	690	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.
	691	CCWF Opera tions and Maintenanc e Plan
	692	Data Integ rity
	693	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.
	694	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:
	695	Component Failure;
	696	Thundersto rm;
	697	Blizzard;
	698	User Sabot age;
	699	Earthquake ;
	700	Fire; and
	701	Power Fail ure.
	702	All threat s have a m edium or l ow level r isk level.
	703	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.
	704	Supportabi lity
	705	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 VCE 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.
	706	Table 7: C CWF Suppor tability R equirement s
	707	Descriptio n
	708	Source
	709	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.
	710	CCWF Opera tions and Maintenanc e Plan
	711	Testabilit y
	712	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.
	713	Reliabilit y Specific ations
	714	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 .
	715	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.
	716	Scope of I ntegration
	717	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.
	718	Table 8 il lustrates the integr ations nee ded for CC WF per the CCWF BRD.
	719	Table 8: C CWF Scope of Integra tion
	720	Descriptio n
	721	Source
	722	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.
	723	CCWF – BRD
	724	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.
	725	CCWF – BRD
	726	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 .
	727	Security S pecificati ons
	728	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’.
	729	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.
	730	Role-Based Permissio n
	731	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.
	732	Table 9: C CWF User R oles
	733	User Level
	734	User Role( s)
	735	Responsibi lities
	736	Access Lev el
	737	Primary
	738	CSC Produc tion User
	739	CSR
	740	CSC Lead
	741	CSC Superv isor
	742	CSC Qualit y Analyst
	743	CSC Lead P rogram Ana lyst
	744	CSC Leader ship
	745	Conduct MV I Veteran searchInpu t contact history In put workfl ow issue
	746	Contact hi story CRM read, writ e
	747	Workflow i ssue CRM r ead, write
	748	Primary
	749	CSC Workfo rce User
	750	CSC Superv isor
	751	CSC Workfo rce Analys t
	752	CSC Lead P rogram Ana lyst
	753	CSC Leader ship
	754	Generate c ontact his tory repor ts
	755	Generate w orkflow is sue report s
	756	Configure ad hoc rep orts
	757	Contact hi story CRM generate r eport
	758	Workflow i ssue CRM g enerate re port
	759	Primary
	760	CSC Superv isory User
	761	CSC Superv isor
	762	CSC Leader ship
	763	Conduct MV I Veteran searchInpu t contact history In put workfl ow issue
	764	Assign wor kflow issu e
	765	Edit workf low issue
	766	Contact hi story CRM read, writ e, edit, d elete
	767	Workflow i ssue CRM r ead, write , edit, de lete
	768	Secondary
	769	CSC Admini strator
	770	CSC Lead P rogram Ana lyst
	771	CSC Leader ship
	772	Configure contact hi story menu s
	773	Configure workflow i ssue menus
	774	Configure ad hoc rep orts
	775	Contact hi story CRM read, writ e, edit, d elete, con figure
	776	Workflow i ssue CRM r ead, write , edit, de lete, conf igure
	777	Primary
	778	Field Supp ort User
	779	Voucher Ex aminer
	780	Lead Vouch er Examine r
	781	FS Analyst
	782	FS Supervi sor
	783	FS Leaders hip
	784	Edit workf low issue
	785	Workflow i ssue CRM r ead, write
	786	Secondary
	787	Field Supp ort Workfo rce User
	788	FS Analyst
	789	FS Supervi sor
	790	FS Leaders hip
	791	Generate w orkflow is sue report s
	792	Configure ad hoc rep orts
	793	Workflow i ssue CRM g enerate re port
	794	Primary
	795	Field Supp ort Superv isory User
	796	FS Supervi sor
	797	FS Leaders hip
	798	Assign wor kflow issu e
	799	Edit workf low issue
	800	Workflow i ssue CRM r ead, write , edit, de lete
	801	Primary/Se condary
	802	CCWF User
	803	CSR
	804	CSC Lead
	805	CSC Superv isor
	806	CSC Qualit y Analyst
	807	CSC Lead P rogram Ana lyst
	808	CSC Leader ship
	809	Voucher Ex aminer
	810	Lead Vouch er Examine r
	811	FS Supervi sor
	812	FS Leaders hip
	813	Input work flow issue
	814	Assign wor kflow issu e
	815	Edit workf low issue
	816	Workflow i ssue CRM r ead, write
	817	Privacy Re quirements
	818	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 .
	819	Certificat ion and Ac creditatio n
	820	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.
	821	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 CE 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.
	822	System Fea tures
	823	System fea tures are documented in the Fu nctional S pecificati ons, Secti on 2.6.
	824	Usability Specificat ions
	825	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).
	826	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 .
	827	In order t o improve the usabil ity of VA- developed or purchas ed applica tions, the following actions a re require d:
	828	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 .
	829	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 .
	830	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.
	831	The system demonstra tes high u sability b y being:
	832	Intuitive and easy t o learn wi th minimal training,
	833	Effective by allowin g users to successfu lly comple te tasks,
	834	Efficient by allowin g users to complete their work in a mann er consist ent with c linical pr actice and workflow,
	835	Perceived to have hi gh usabili ty, as dem onstrated by appropr iate surve y measures , and
	836	Designed t o aid user s in meeti ng task go als withou t being an additiona l burden.
	837	The system demonstra tes reliab ility and enables us er trust b y providin g:
	838	Stable and reliable performanc e,
	839	Accurate d ata,
	840	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
	841	Accessible informati on related to the so urce of da ta.
	842	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:
	843	An integra ted displa y of struc tured and unstructur ed data,
	844	A rich dat a visualiz ation and graphical display of data,
	845	The abilit y to switc h between tabular an d graphica l data vie ws,
	846	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
	847	User custo mizable co mponents a nd setting s.
	848	The system provides advanced a nd up-to-d ate search ing, inclu ding:
	849	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
	850	A search h istory.
	851	The system provides advanced f iltering c apabilitie s, includi ng:
	852	Filtering of data ta bles, list s, and gri ds, and
	853	Filtering of search results.
	854	The system design is modified to:
	855	Address th e specific findings from a hum an factor heuristic evaluation conducted on the pr ior versio n of the a pplication ,
	856	Address th e specific findings reported f rom field use of the prior ver sion, and
	857	Address th e specific findings reported f rom usabil ity testin g of the p rior versi on or rele vant proto types.
	858	Usability requiremen ts for thi s work eff ort are do cumented i n the CCWF BRD.
	859	Purchased Components
	860	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.
	861	Estimation
	862	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.
	863	Attachment AApproval Signature s
	864	REVIEW DAT E:
	865	SCRIBE:
	866
	867
	868	__________ __________ __________ __________ __________ ________
	869	Signed:Dat e:
	870	PII , Business Sponsor
	871
	872
	873	__________ __________ __________ __________ __________ ________
	874	Signed:Dat e:
	875	PII , CCWF Dev elopment T eam Projec t Manager
	876
	877
	878	__________ __________ __________ __________ __________ ________
	879	Signed:Dat e:
	880	P II , VA OIT P roject Man ager
	881
	882	__________ __________ __________ __________ __________ ________
	883	Signed:Dat e:
	884	PII , VA OIT P roject Man ager
	885
	886
	887	Appendix A Non-Funct ional Requ irements
	888	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.
	889	System Per formance R eporting R equirement s
	890	(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. )
	891	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.
	892	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.
	893	Operationa l Environm ent Requir ements
	894	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).
	895	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.
	896	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.
	897	Provide a real-time monitoring solution to report agreed/ide ntified cr itical sys tem perfor mance para meters.
	898	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.
	899	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.
	900	Documentat ion Requir ements
	901	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).
	902	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 VCE 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.
	903	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.
	904	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 .
	905	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.
	906	Implementa tion Requi rements
	907	Technical Help Desk support fo r the appl ication sh all be pro vided for users to o btain assi stance wit h CCWF.
	908	The IT sol ution shal l be desig ned to com ply with t he applica ble approv ed Enterpr ise SLA.
	909	The implem entation o f Release 1.2 must b e complete by 12/29/ 2016.
	910	Data Prote ction/Back -up/Archiv e Requirem ents
	911	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 .
	912	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).
	913	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.
	914	Levels for Disaster Recovery
	915	Table 10: Levels for Disaster Recovery
	916	Classifica tion
	917	Recovery T ime Object ive
	918	Recovery P oint
	919	Objective Routine
	920	30 day res toration
	921	TBD
	922	Mission Es sential
	923	72 hour re storation
	924	24 hours
	925	Mission Cr itical
	926	12 hour re storation
	927	2 hours
	928	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.
	929	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.
	930	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 .
	931	Data Quali ty/Assuran ce Require ments
	932	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.
	933	User Acces s/Security Requireme nts
	934	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.
	935	Usability/ User Inter face (UI) Requiremen ts
	936	Adhere to good User Interface/ User Cente red Design (UI/UCD) principles as outlin ed in the Usability Appendix o f the BRD.
	937	Conceptual Integrity
	938	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.
	939	Availabili ty
	940	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.
	941	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 ).
	942	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%.
	943	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.
	944	Interopera bility
	945	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 ).
	946	Systems mu st be hete rogeneous and agnost ic for ope rating sys tems and c ode bases.
	947	Provide th e ability to securel y transfer large fil es (of 4-8 gigabyte) from an e xternal so urce to VA systems.
	948	Provide ac cess to th e system o ver a remo te access solution.
	949	Manageabil ity
	950	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.
	951	Provide da ta related to mainte nance even ts, both r outine and exception al, includ ing key me tadata:
	952	Predicted routine wo rk
	953	Occurrence s where ma intenance is complet ed, includ ing restar t from dow n time
	954	Identity o f the orga nization p erforming maintenanc e
	955	User perfo rming main tenance (i f availabl e)
	956	Identity o f the syst em
	957	Date/time, physical location
	958	Systems im pacted
	959	Does it af fect patie nt care
	960	Non-urgent or emerge nt
	961	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.
	962	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 ).
	963	Performanc e
	964	Provide an Info butt on Query R esponder o n all plat forms with a respons e time of less than .5 seconds .
	965	The system shall rec ognize, re port, and retransmit data lost , with les s than 0-1 % chance o f incomple te patient records.
	966	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.
	967	Mouse or k ey-based U I controls , e.g., me nus, check boxes shal l provide instantane ous respon siveness ( <90ms).
	968	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.
	969	Reliabilit y
	970	Provide sy stem relia bility:
	971	Threshold = 99.9%
	972	Objective = 99.99% s ystem and applicatio n
	973	Provide sy stem relia bility:
	974	Level 1 se verity =<1 failure p er month
	975	Level 2 se verity =<2 failures per month
	976	Level 3 se verity =<3 failures per month
	977	Security
	978	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.
	979	Supportabi lity
	980	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.
	981	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.
	982	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.
	983	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.
	984	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.
	985	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.
	986	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) .
	987	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.
	988	The IT sol ution shal l be desig ned to com ply with t he applica ble approv ed Enterpr ise SLAs.
	989	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.
	990	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.
	991	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)
	992	Usability
	993	Provide vi ewability/ usability of VistA 4 applicati ons on mob ile device s.
	994	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.
	995	Documentat ion
	996	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).
	997	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.
	998	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.