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| 1 | Purch Care NonVA Call Ctr_release 4, build 1.4.0.1.zip\Purch Care NonVA Call Ctr_release 4, build 1.4.0.1 | TO-81_CCWF_Requirements Specification Document_0007AA_Inc3R4.docx | Wed Jan 25 19:16:20 2017 UTC |
| 2 | Purch Care NonVA Call Ctr_release 4, build 1.4.0.1.zip\Purch Care NonVA Call Ctr_release 4, build 1.4.0.1 | TO-81_CCWF_Requirements Specification Document_0007AA_Inc3R4.docx | Mon Mar 13 03:01:20 2017 UTC |
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| 1 | Call Cente r Way Forw ard (CCWF) | |
| 2 | ||
| 3 | Requiremen ts Specifi cation Doc ument (RSD ) | |
| 4 | Increment 3 | |
| 5 | Release 4 | |
| 6 | (CLIN 0007 AA) | |
| 7 | ||
| 8 | ||
| 9 | ||
| 10 | Department of Vetera ns Affairs | |
| 11 | Veterans R elationshi p Manageme nt (VRM) | |
| 12 | TO-81 Cust omer Relat ionship Ma nagement ( CRM) Devel opment and Operation s and Main tenance (O &M) | |
| 13 | ||
| 14 | ||
| 15 | January 20 17 | |
| 16 | Version 5. 0 | |
| 17 | ||
| 18 | ||
| 19 | Revision H istory | |
| 20 | Date | |
| 21 | Version | |
| 22 | Descriptio n | |
| 23 | Author | |
| 24 | 01/18/17 | |
| 25 | 5.0 | |
| 26 | Updated wi th work it ems for Re lease 1.4 | |
| 27 | Booz Allen Hamilton | |
| 28 | 11/29/16 | |
| 29 | 4.1 | |
| 30 | Updated to reflect w ork items built in R elease 1.2 | |
| 31 | Booz Allen Hamilton | |
| 32 | 10/12/16 | |
| 33 | 4.0 | |
| 34 | Updated wi th work it ems for Re lease 1.2 | |
| 35 | Booz Allen Hamilton | |
| 36 | 08/08/16 | |
| 37 | 3.3 | |
| 38 | Updated wi th additio nal inform ation for Increment 2 | |
| 39 | Booz Allen Hamilton | |
| 40 | 06/03/16 | |
| 41 | 3.2 | |
| 42 | Updated Fu nctional S pecificati ons with i nformation to date | |
| 43 | Booz Allen Hamilton | |
| 44 | 04/25/16 | |
| 45 | 3.1 | |
| 46 | Updated to remove TB D content | |
| 47 | Booz Allen Hamilton | |
| 48 | 04/07/16 | |
| 49 | 3.0 | |
| 50 | Updated wi th informa tion for I ncrement 2 | |
| 51 | Booz Allen Hamilton | |
| 52 | 03/10/16 | |
| 53 | 2.2 | |
| 54 | CCWF Incre ment 1 dat a removed and Increm ent 2 data added | |
| 55 | Booz Allen Hamilton | |
| 56 | 03/04/16 | |
| 57 | 2.1 | |
| 58 | CCWF Incre ment 2 dat a removed | |
| 59 | Booz Allen Hamilton | |
| 60 | 02/29/16 | |
| 61 | 2.0 | |
| 62 | CCWF Incre ment 1 Fin al | |
| 63 | Booz Allen Team | |
| 64 | 09/17/15 | |
| 65 | 1.0 | |
| 66 | CCWF RSD F inal | |
| 67 | BRISP Team | |
| 68 | ||
| 69 | Table of C ontents | |
| 70 | 1Introduct ion3 | |
| 71 | 1.1Purpose 3 | |
| 72 | 1.2Scope3 | |
| 73 | 1.3Referen ces4 | |
| 74 | 2Overall D escription 4 | |
| 75 | 2.1Accessi bility Spe cification s4 | |
| 76 | 2.2Busines s Rules Sp ecificatio ns5 | |
| 77 | 2.3Design Constraint s Specific ations7 | |
| 78 | 2.4Disaste r Recovery (DR) Spec ifications 8 | |
| 79 | 2.5Documen tation Spe cification s9 | |
| 80 | 2.6Functio nal Specif ications9 | |
| 81 | 2.7Graphic al User In terface (G UI) Specif ications23 | |
| 82 | 2.8Multi-D ivisional Specificat ions23 | |
| 83 | 2.9Perform ance Speci fications2 3 | |
| 84 | 2.10Qualit y Attribut es Specifi cations24 | |
| 85 | 2.10.1Main tainabilit y24 | |
| 86 | 2.10.2Data Integrity 24 | |
| 87 | 2.10.3Supp ortability 25 | |
| 88 | 2.10.4Test ability25 | |
| 89 | 2.11Reliab ility Spec ifications 25 | |
| 90 | 2.12Scope of Integra tion26 | |
| 91 | 2.13Securi ty Specifi cations26 | |
| 92 | 2.13.1Role -Based Per mission26 | |
| 93 | 2.13.2Priv acy Requir ements27 | |
| 94 | 2.13.3Cert ification and Accred itation28 | |
| 95 | 2.14System Features2 8 | |
| 96 | 2.15Usabil ity Specif ications28 | |
| 97 | 3Purchased Component s30 | |
| 98 | 4Estimatio n30 | |
| 99 | Attachment AApproval Signature s31 | |
| 100 | Appendix A Non-Func tional Req uirements3 2 | |
| 101 | ||
| 102 | Table of T ables | |
| 103 | Table 1: C CWF Releas es3 | |
| 104 | Table 2: C CWF Busine ss Terms5 | |
| 105 | Table 4: C CWF High-L evel Requi rements9 | |
| 106 | Table 5: C CWF CRM Re quirements 12 | |
| 107 | Table 6: C CWF GUI Sp ecificatio ns23 | |
| 108 | Table 7: C CWF Mainta inability Requiremen ts24 | |
| 109 | Table 8: C CWF Suppor tability R equirement s25 | |
| 110 | Table 9: C CWF Scope of Integra tion26 | |
| 111 | Table 10: CCWF User Roles26 | |
| 112 | Table 11: Levels for Disaster Recovery33 | |
| 113 | Introducti on | |
| 114 | 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 state of the art te lephone sy stems and customer r elations m anagement technology , Internet -based tec hnology an d informat ion from V eterans He alth Admin istration (VHA) medi cal center informati on system (VistA) to respond t o Non-VA M edical Car e Inquirie s. Informa tion to su pport cust omer servi ce remains within th ese system s as only the physic al process ing of hea lth claims is centra lized. Cus tomer supp ort reache s across t he Veteran s Integrat ed Service Network ( VISN) for inquiries regarding Non-VA Med ical Care health cla ims. | |
| 115 | Purpose | |
| 116 | The purpos e of this Requiremen ts Specifi cation Doc ument (RSD ) is to re cord the C CWF requir ements for Release 1 .4 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. | |
| 117 | Scope | |
| 118 | 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. | |
| 119 | ||
| 120 | Table 1 sh ows the ke y features of CCWF r eleases an d dates fo r this wor k. | |
| 121 | Table 1: C CWF Releas es | |
| 122 | Release | |
| 123 | Release Da tes | |
| 124 | Release Ke y Features | |
| 125 | Release 1. 0 | |
| 126 | 09/2015 – 03/2016 | |
| 127 | ||
| 128 | ||
| 129 | CCWF Pilot | |
| 130 | Person Sea rch | |
| 131 | Contact Hi story | |
| 132 | Workflow | |
| 133 | Data Migra tion | |
| 134 | Release 1. 1 | |
| 135 | 04/2016 – 09/2016 | |
| 136 | ||
| 137 | ||
| 138 | Replacemen t of exist ing ShareP oint call tracker | |
| 139 | Integratio n with ESR (Enrollme nt System Redesign) | |
| 140 | Additional Workflow improvemen ts, includ ing for Ad verse Cred it Reporti ng | |
| 141 | Quality As surance Sc oring | |
| 142 | ||
| 143 | Release 1. 2 | |
| 144 | 10/2016 – 12/2016 | |
| 145 | Custom Rep orts | |
| 146 | System Imp rovements (Tab Order , Field Re quirements , Dropdown Updates, etc.) | |
| 147 | Release 1. 4* | |
| 148 | 01/2017 – 03/2017 | |
| 149 | Integratio n with exi sting Vist A interfac es via the Health Da ta Reposit ory (HDR) | |
| 150 | Additional reports ( Custom CRM reports a nd Veteran Data repo rts) | |
| 151 | Additional System Im provements (Tab Orde r, Field R equirement s, Dropdow n Updates, etc.) | |
| 152 | Community Care (CC) Referrals workflow | |
| 153 | ||
| 154 | *CCWF did not have a Release 1 .3. | |
| 155 | References | |
| 156 | The follow ing is a l ist of ref erences ap plicable t o this RSD : | |
| 157 | VA Handboo k 6102 Int ernet/Intr anet Web-s ite requir ements | |
| 158 | CCWF FY16 Business R equirement s Document (BRD) | |
| 159 | Community Care BRD | |
| 160 | Requiremen ts Traceab ility Matr ix (RTM) | |
| 161 | VA Handboo k 6500 – I nformation Security Program | |
| 162 | CCWF Syste m Design D ocument (S DD) | |
| 163 | CCWF Opera tions and Maintenanc e (O&M) Pl an | |
| 164 | CRM Cloud Hosting Sy stem Secur ity Plan | |
| 165 | CCWF CRM D ata Dictio nary | |
| 166 | CCWF Maste r Test Pla n | |
| 167 | Overall De scription | |
| 168 | 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. | |
| 169 | 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 . | |
| 170 | Accessibil ity Specif ications | |
| 171 | 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 ). | |
| 172 | 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 3 on Dece mber 9, 20 16. David Fanning, t he Section 508 Repre sentative for the pr oject, rec ommended t he CCWF CR M product for releas e. The Sec tion 508 O ffice will provide a n addition al Validat ion Statem ent for Re lease 4 af ter their audit of t he applica tion is co mplete. | |
| 173 | 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 . | |
| 174 | Business R ules Speci fications | |
| 175 | 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. | |
| 176 | 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. | |
| 177 | Table 2: C CWF Busine ss Terms | |
| 178 | Business T erm | |
| 179 | Tabular De finition | |
| 180 | Caller typ e | |
| 181 | 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. | |
| 182 | Provider | |
| 183 | An entity who provid es medical , mental, dental ser vices iden tified by TIN (Tax I dentificat ion Number ). | |
| 184 | Veteran | |
| 185 | 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). | |
| 186 | Provider c aller type | |
| 187 | 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. | |
| 188 | Veteran ca ller type | |
| 189 | A caller t ype that r equires a CSR to inp ut Veteran name, SSN , and DOB. | |
| 190 | VSO (Veter an Service Organizat ion) calle r type | |
| 191 | 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. | |
| 192 | Contact Hi story | |
| 193 | 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. | |
| 194 | VISN | |
| 195 | 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. | |
| 196 | Site | |
| 197 | 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. | |
| 198 | Program Ty pe | |
| 199 | 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). | |
| 200 | Call Purpo se | |
| 201 | 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). | |
| 202 | Contact hi story repo rts | |
| 203 | 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. | |
| 204 | Configure | |
| 205 | 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. | |
| 206 | Access lev el | |
| 207 | Defined in section 2 .13.1. | |
| 208 | Date of se rvice | |
| 209 | The month, day, and year a Vet eran recei ves provid er service s, as well as the da te of a cl aim. | |
| 210 | Billed amo unt | |
| 211 | The total billed cha rges of a Non-VA car e claim. | |
| 212 | Claim numb er | |
| 213 | 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. | |
| 214 | Type of Bi ll | |
| 215 | 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. | |
| 216 | Type of bi ll subcate gory | |
| 217 | 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. | |
| 218 | Action Typ e | |
| 219 | 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 . | |
| 220 | Action Typ e subcateg ory | |
| 221 | A dependen t area of action typ e selectio n and is i dentified by: Needs Medical Re view/Deter mination. | |
| 222 | Claim Stat us Report | |
| 223 | 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. | |
| 224 | Method of delivery | |
| 225 | 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. | |
| 226 | Mail Subca tegory | |
| 227 | 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. | |
| 228 | Email Subc ategory | |
| 229 | A method o f delivery subcatego ry identif ied by: Em ail Addres s Box. | |
| 230 | Fax Subcat egory | |
| 231 | A method o f delivery subcatego ry identif ied by: At tention Na me field, Fax Number field. | |
| 232 | Date/time stamp | |
| 233 | 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. | |
| 234 | User | |
| 235 | One with a VA enterp rise login account t o the syst em. | |
| 236 | File attac hment | |
| 237 | 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. | |
| 238 | Workflow s tatus | |
| 239 | The curren t position a workflo w issue an d is ident ified by: Unassigned , Assigned , and Reso lved. | |
| 240 | Free text notes | |
| 241 | 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. | |
| 242 | Workflow r eports | |
| 243 | 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. | |
| 244 | Issue iden tification number | |
| 245 | A uniquely system ge nerated tr acking num ber relate d to a wor kflow issu e. | |
| 246 | Workflow i ssue searc h | |
| 247 | 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. | |
| 248 | User edits | |
| 249 | 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. | |
| 250 | First in f irst out | |
| 251 | A workflow issue tha t has the oldest cre ation date is proces sed by a u ser before others. | |
| 252 | Workflow q ueue | |
| 253 | 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. | |
| 254 | User roles | |
| 255 | User roles are ident ified in s ection 2.1 3.1. | |
| 256 | Access lev el | |
| 257 | Access lev els are ou tlined in section 2. 13.1. | |
| 258 | Historical contact n otes | |
| 259 | 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 . | |
| 260 | Historical workflow issues | |
| 261 | 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. | |
| 262 | Design Con straints S pecificati ons | |
| 263 | The follow ing design constrain ts apply t o the CCWF solution: | |
| 264 | 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. | |
| 265 | Customizat ion of the COTS prod uct Micros oft Dynami cs CRM is limited by OIT guide lines and mandates. | |
| 266 | 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. | |
| 267 | 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. | |
| 268 | Upgraded e quipment a nd applica tions for all users may be req uired to i ntroduce a dded syste m capabili ties. | |
| 269 | Developmen t must be compliant with all r elevant CC WF policie s and proc edures per taining to VA securi ty standar ds. | |
| 270 | 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 . | |
| 271 | Support fo r the encr yption and decryptio n of lette rs, emails , or other documenta tion is re quired. | |
| 272 | Disaster R ecovery (D R) Specifi cations | |
| 273 | 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. | |
| 274 | The Disast er Recover y Specific ations are as follow s: | |
| 275 | 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). | |
| 276 | 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. | |
| 277 | 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. | |
| 278 | 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: | |
| 279 | 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. | |
| 280 | 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. | |
| 281 | 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. | |
| 282 | 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. | |
| 283 | The CRM Cl oud contra ctor updat es and mai ntains the DR plan. | |
| 284 | 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. | |
| 285 | 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. | |
| 286 | Documentat ion Specif ications | |
| 287 | 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. | |
| 288 | Functional Specifica tions | |
| 289 | 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). | |
| 290 | Table 3: C CWF High-L evel Requi rements | |
| 291 | Source | |
| 292 | ID | |
| 293 | Theme | |
| 294 | Requiremen ts | |
| 295 | CCWF BRD | |
| 296 | Epic 18 | |
| 297 | CRM Capabi lity for N VCA Inquir ies | |
| 298 | 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 . | |
| 299 | CCWF BRD | |
| 300 | Epic 19 | |
| 301 | CRM Capabi lity for N VCA Inquir ies | |
| 302 | 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. | |
| 303 | CCWF BRD | |
| 304 | Epic 20 | |
| 305 | CRM Capabi lity for N VCA Inquir ies | |
| 306 | 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. | |
| 307 | CCWF BRD | |
| 308 | Epic 21 | |
| 309 | CRM Capabi lity for N VCA Inquir ies | |
| 310 | 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. | |
| 311 | CCWF BRD | |
| 312 | Epic 24 | |
| 313 | CRM Capabi lity for N VCA Inquir ies | |
| 314 | 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. | |
| 315 | CCWF BRD | |
| 316 | Epic 25 | |
| 317 | CRM Capabi lity for N VCA Inquir ies | |
| 318 | 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 . | |
| 319 | CCWF BRD | |
| 320 | Epic 32 | |
| 321 | CRM Capabi lity for N VCA Inquir ies | |
| 322 | 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. | |
| 323 | CC BRD | |
| 324 | Epic 6 | |
| 325 | Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement | |
| 326 | 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) . | |
| 327 | CC BRD | |
| 328 | Epic 9 | |
| 329 | Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement | |
| 330 | As a CSR, I need the ability t o look up a Veteran' s OHI in t he ES syst em | |
| 331 | CC BRD | |
| 332 | Epic 13 | |
| 333 | Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement | |
| 334 | As a CSR, I need the ability t o create a request f or a secon dary autho rization ( SAR) to be created. | |
| 335 | CC BRD | |
| 336 | Epic 14 | |
| 337 | Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement | |
| 338 | As a CSR, I need the ability t o view sch eduling in formation for a VAMC | |
| 339 | CC BRD | |
| 340 | Epic 21 | |
| 341 | Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement | |
| 342 | As a CSR I need the ability to escalate and track a request to VAMC Ca re coordin ators (NVC C) | |
| 343 | CC BRD | |
| 344 | Epic 22 | |
| 345 | Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement | |
| 346 | 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. | |
| 347 | CC BRD | |
| 348 | Epic 32 | |
| 349 | Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement | |
| 350 | 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 | |
| 351 | CC BRD | |
| 352 | Epic 33 | |
| 353 | Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement | |
| 354 | 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. | |
| 355 | CC BRD | |
| 356 | Epic 36 | |
| 357 | Customer S ervice, El igibility, Authoriza tion, Prov ider Relat ionship Ma nagement | |
| 358 | 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. | |
| 359 | CCWF also has specif ic require ments for the CRM sy stem that are being developed by the dev elopment t eam during Release 1 .4. Table 4 details these requ irements. The requir ements are documente d in Ratio nal Team C oncert (RT C). | |
| 360 | Table 4: C CWF CRM Re quirements | |
| 361 | Rational I D | |
| 362 | Function | |
| 363 | Requiremen t | |
| 364 | Release/Sp rint | |
| 365 | 310654 | |
| 366 | MVI search - mother' s maiden n ame does n ot reset | |
| 367 | On Interac tion>>ente r data int o MVI addi tional sea rch fields >>>click ' Reset'>> M other's Ma iden name does not c lear out | |
| 368 | Release 4 Sprint 23 | |
| 369 | 322031 | |
| 370 | Autopopula te date on outbound calls | |
| 371 | As a CCWF user I nee d the outb ound call dates to b e autopopu lated at t he time th e outbound resolutio n is set s o that the date can be validat ed.Functio nality in this story was asked to be rem oved on 6/ 16 Q&A cal l. Develop ment remov ed in Spri nt 13 | |
| 372 | Release 4 Sprint 23 | |
| 373 | 350997 | |
| 374 | Interactio n link in related re quest grid on Vetera n form | |
| 375 | On Related Request g rid on Vet eran, when you click Interacti on link, d oesn’t tak e you to i nteraction . Believe this to be 508 relat ed | |
| 376 | Release 4 Sprint 23 | |
| 377 | 351001 | |
| 378 | MVI search not auto tabbing fr om field t o field in date of b irth | |
| 379 | MVI Search not auto tabbing fr om field t o field in Date of B irth | |
| 380 | Release 4 Sprint 23 | |
| 381 | 352678 | |
| 382 | Remove def ault notes text | |
| 383 | 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. | |
| 384 | Release 4 Sprint 23 | |
| 385 | 352903 | |
| 386 | All reques ts in Vete ran histor y grid | |
| 387 | 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. | |
| 388 | Release 4 Sprint 23 | |
| 389 | 353741 | |
| 390 | State look up filteri ng doesn't always ac count for abbreviati ons | |
| 391 | For exampl e, if user type CO, Colorado a nd British Columbia would both show. Req uires user to enter more lette rs. | |
| 392 | Release 4 Sprint 23 | |
| 393 | 353978 | |
| 394 | When click ing new to pic New Ve t, MVI fie lds don't clear out | |
| 395 | When click ing New To pic new Ve t button a nd going u p to MVI s earch the SSN, First /Last Name and DOB a re not cle ared so th ey can ent er in anot her Vetera n. | |
| 396 | Release 4 Sprint 23 | |
| 397 | 360427 | |
| 398 | Service co nnected % and prefer red facili ty seem to be switch ed | |
| 399 | Service Co nnected % and Prefer red Facili ty on Demo graphic an d Eligibil ity ESR We b Part on the Intera ction form seem to b e switched . Screensh ot from Pa ul attache d | |
| 400 | Release 4 Sprint 23 | |
| 401 | 392239 | |
| 402 | VAMC notif ied requir ements | |
| 403 | As a CCWF user, I ne ed the cor rect field s to be re quired in the ACR Qu estions sc enario to allow for proper dat a entry. | |
| 404 | Release 4 Sprint 23 | |
| 405 | 392988 | |
| 406 | ACR reason drop down values | |
| 407 | As a CCWF User, I ne ed the abi lity to se lect a ran ge of drop downs from the Reaso n field to accuratel y document the situa tion. | |
| 408 | Release 4 Sprint 23 | |
| 409 | 393068 | |
| 410 | Load edit requests | |
| 411 | AS a CCWF User I nee d a subare a value fo r Load Edi t to categ orize thos e Requests . | |
| 412 | Release 4 Sprint 23 | |
| 413 | 393085 | |
| 414 | Validation on OB cal l dates | |
| 415 | As a CCWF User, I ne ed to sele ct the cor rect dates when the outbound c alls are m ade for re porting pu rposes. | |
| 416 | Release 4 Sprint 23 | |
| 417 | 412674 | |
| 418 | Moving ACR requests backwards in the que ue process | |
| 419 | As a CCWF User, I ne ed the abi lity to mo ve an ACR Request to a previou s stage to ensure it is fully completed. | |
| 420 | Release 4 Sprint 23 | |
| 421 | 412682 | |
| 422 | Reactivati ng ACR req uests/clos ing the lo op final s tatus | |
| 423 | As a CCWF User, I ne ed Reactiv ated ACR R equests to move to t he right Q ueue and s et the cor rect statu s so data is capture d correctl y. | |
| 424 | Release 4 Sprint 23 | |
| 425 | 413835 | |
| 426 | Closing th e loop OB resolution value | |
| 427 | As a CCWF User, I ne ed the abi lity to ch oose an OB Resolutio n that ref lects how the call s cenario we nt. | |
| 428 | Release 4 Sprint 23 | |
| 429 | 416108 | |
| 430 | Report for 14 day st andard on requests | |
| 431 | As a CCWF User, I ne ed the abi lity to re port on pe rcentage o f Requests that are resolved w ithin the 14 day sta ndard. | |
| 432 | Release 4 Sprint 23 | |
| 433 | 425844 | |
| 434 | Dashboard for superv isor views | |
| 435 | Dashboard to display superviso r views | |
| 436 | Release 4 Sprint 23 | |
| 437 | 440341 | |
| 438 | Autosettin g for clai m status r eport chan ges | |
| 439 | Additional fixes mad e to impro ve autoset ting the S ub Area an d Action b ack to Cla im Status Report. | |
| 440 | Release 4 Sprint 23 | |
| 441 | 440346 | |
| 442 | Workflow a djustments for choic e/ops stat us | |
| 443 | Stop workf low check on setting Choice/Op s Status t o Complete d for ACR CSC Queue Routing | |
| 444 | Release 4 Sprint 23 | |
| 445 | 440358 | |
| 446 | Validation on reques t action f ield | |
| 447 | As a CCWF user, I ne ed validat ion on the Request A ction fiel d so I do not leave it blank b y accident . | |
| 448 | Release 4 Sprint 23 | |
| 449 | 440382 | |
| 450 | Autoset ba ck to clai m status r eport | |
| 451 | As a CCWF user, I ne ed the Are a/Sub Area /Request A ction to c hange back to Claim Status/Cla im Status Report/Cla im Status Report if I update t hese field s before p erforming an MVI sea rch to sav e time. | |
| 452 | Release 4 Sprint 23 | |
| 453 | 426939 | |
| 454 | Consult fu ll view | |
| 455 | As a CSR o r CCFOR, I need to b e able to view the f ull consul t in CRM s o that I c an assist the caller | |
| 456 | Release 4 Sprint 23 | |
| 457 | 426940 | |
| 458 | Consult gr id view | |
| 459 | As a CSR o r CCFOR, I need a li st view fr om the Con sults tab, so that I can quick ly view al l consults to assist the calle r | |
| 460 | Release 4 Sprint 23 | |
| 461 | 426941 | |
| 462 | Consult gr id view – filter/sor t | |
| 463 | As a CSR o r CCFOR us er, I need the abili ty to filt er and sor t the cons ults displ ayed so th at I can m ore easily retrieve the inform ation I am looking f or | |
| 464 | Release 4 Sprint 23 | |
| 465 | 426942 | |
| 466 | Claim grid view | |
| 467 | As a CSR o r CCFOR us er, I need a list vi ew from th e claims t ab, so tha t I can qu ickly view all claim s to assis t the call er | |
| 468 | Release 4 Sprint 23 | |
| 469 | 426943 | |
| 470 | Claim grid view - co nditional highlighti ng | |
| 471 | As a CSR o r CCFOR us er, I need the claim s list (gr id) view t o have con ditional h ighlightin g based on the statu s of the c laim, so I can quick ly identif y certain scenarios to assist the caller | |
| 472 | Release 4 Sprint 23 | |
| 473 | 426944 | |
| 474 | Claim grid view – fi lter/sort | |
| 475 | As a CSR o r CCFOR us er, I need the abili ty to filt er and sor t the clai ms display ed so that I can mor e easily r etrieve th e informat ion I am l ooking for | |
| 476 | Release 4 Sprint 23 | |
| 477 | 426945 | |
| 478 | Claim full view | |
| 479 | As a CSR o r CCFOR, I need to b e able to view the f ull claim in CRM so that I can assist th e caller | |
| 480 | Release 4 Sprint 23 | |
| 481 | 426946 | |
| 482 | Appointmen t grid vie w | |
| 483 | As a CSR o r CCFOR, I need a li st view fr om the cla ims tab so that I ca n quickly view all c laims to a ssist the caller | |
| 484 | Release 4 Sprint 23 | |
| 485 | 426947 | |
| 486 | Appointmen t full vie w | |
| 487 | As a CSR o r CCFOR us er, I need to be abl e to view the full a ppointment in CRM so that I ca n assist t he caller | |
| 488 | Release 4 Sprint 23 | |
| 489 | 426948 | |
| 490 | Appointmen t grid vie w – filter /sort | |
| 491 | As a CSR o r CCFOR us er, I need the abili ty to filt er and sor t the appo intments d isplayed s o that I c an more ea sily retri eve the in formation I am looki ng for | |
| 492 | Release 4 Sprint 23 | |
| 493 | 426949 | |
| 494 | No appoint ments mess age | |
| 495 | As a CSR o r CCFOR us ers, I nee d a messag e of no ap pointments scheduled if no dat a is avail able from any of the source sy stems so t hat I can easily det ermine whe ther there is no app ointment s cheduled | |
| 496 | Release 4 Sprint 23 | |
| 497 | 426950 | |
| 498 | POA alert | |
| 499 | As a CRM u ser, I wan t an alert to appear on the In teraction after I co nduct an M VI search if a legal doc exist s for the Vet so tha t I can di sclose inf ormation a bout the V eteran app ropriately | |
| 500 | Release 4 Sprint 23 | |
| 501 | 426951 | |
| 502 | View legal documents | |
| 503 | 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 | |
| 504 | Release 4 Sprint 23 | |
| 505 | 426952 | |
| 506 | Legal docu ment sourc e systems (tech) | |
| 507 | The system should re trieve leg al documen ts from mu ltiple sys tems | |
| 508 | Release 4 Sprint 23 | |
| 509 | 426953 | |
| 510 | PCP/pact r equest vie w | |
| 511 | As a CSR o r CCFOR, I need PCP/ PACT infor mation to be display ed from Vi stA (CPRS) in the re quest unde r the exis ting “Demo graphics” view, so t hat I can quickly lo cate the a ppropriate contact i nformation | |
| 512 | Release 4 Sprint 23 | |
| 513 | 426954 | |
| 514 | Additional Veteran d emographic s view | |
| 515 | As a CSR o r CCFOR, I need addi tional Vet eran infor mation to be display ed from Vi stA (CPRS) in the Ve teran Reco rd | |
| 516 | Release 4 Sprint 23 | |
| 517 | 426955 | |
| 518 | PCP/pact s ource syst ems (tech) | |
| 519 | PCP/Pact I nformation should be available from mult iple Sourc e Systems, so that a ll relevan t informat ion is pro vided to t he user | |
| 520 | Release 4 Sprint 23 | |
| 521 | 426971 | |
| 522 | New areas | |
| 523 | As a CSR o r CCFOR, I need addi tional are as in CRM in order t o complete CC calls | |
| 524 | Release 4 Sprint 23 | |
| 525 | 426972 | |
| 526 | New sub ar eas | |
| 527 | As a CSR o r CCFOR, I need addi tional sub -areas in CRM in ord er to comp lete CC ca lls -incom plete | |
| 528 | Release 4 Sprint 23 | |
| 529 | 426973 | |
| 530 | New reques t actions | |
| 531 | As a CSR o r CCFOR, I need addi tional act ions Reque st Actions in CRM in order to complete C C calls | |
| 532 | Release 4 Sprint 23 | |
| 533 | 426974 | |
| 534 | New queue resolution s | |
| 535 | As a CSR o r CCFOR, I need addi tional act ions Resol utions in CRM in ord er to comp lete CC ca lls | |
| 536 | Release 4 Sprint 23 | |
| 537 | 426975 | |
| 538 | DOS filter fields | |
| 539 | 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 | |
| 540 | Release 4 Sprint 23 | |
| 541 | 426976 | |
| 542 | DOS filter persisten t | |
| 543 | Date filte r has to b e persiste nt across all screen s (tabs) | |
| 544 | Release 4 Sprint 23 | |
| 545 | 426977 | |
| 546 | Sensitive patient fl ags | |
| 547 | As a CRM u ser, I nee d to be ab le 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 | |
| 548 | Release 4 Sprint 23 | |
| 549 | 426978 | |
| 550 | Viewing mu ltiple fac ilities | |
| 551 | 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 | |
| 552 | Release 4 Sprint 23 | |
| 553 | 426979 | |
| 554 | Filter by facility | |
| 555 | 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 | |
| 556 | Release 4 Sprint 23 | |
| 557 | 437960 | |
| 558 | Auto close request | |
| 559 | As a CSR I need the system to automatica lly close request wh en you sub mit intera ction with “Referred to VAMC” request ac tion (Core Call FCR) | |
| 560 | Release 4 Sprint 23 | |
| 561 | 437961 | |
| 562 | CRM wrappe r | |
| 563 | As a CSR o r CCFOR I want the V a.gov faci lity searc h web page within CR M, so I do n’t have t o launch a nother bro wser | |
| 564 | Release 4 Sprint 23 | |
| 565 | 437962 | |
| 566 | Add consul ts (referr al) | |
| 567 | 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 | |
| 568 | Release 4 Sprint 23 | |
| 569 | 437963 | |
| 570 | Remove co nsults | |
| 571 | As a CSR o r CCFOR, I must be a ble to rem ove consul ts from th e “Consult Details” section of request, to ensure accurate i nformation about the referral investigat ion | |
| 572 | Release 4 Sprint 23 | |
| 573 | 437964 | |
| 574 | Add claims (referral ) | |
| 575 | As a CSR o r CCFOR, I must be a ble to add claims fr om the cla ims tab to the “Clai m Details” section o f the requ est, so th at I can p rovide spe cific info rmation ab out the re ferral inv estigation | |
| 576 | Release 4 Sprint 23 | |
| 577 | 437965 | |
| 578 | Referral - remove cla ims | |
| 579 | As a CSR o r CCFOR, I must be a ble to rem ove claims from the “Claim Det ails” sect ion of req uest, to e nsure accu rate infor mation abo ut the ref erral inve stigation | |
| 580 | Release 4 Sprint 23 | |
| 581 | 437966 | |
| 582 | Add referr als | |
| 583 | As a CSR I must be a ble to add referrals from the referrals tab to the request, so that I can provid e specific informati on about t he referra l investig ation | |
| 584 | Release 4 Sprint 23 | |
| 585 | 437967 | |
| 586 | Remove ref errals | |
| 587 | As a CSR o r CCFOR, I must be a ble to rem ove Referr als from t he “Referr al Details ” section of request , to ensur e accurate informati on about t he referra l investig ation | |
| 588 | Release 4 Sprint 23 | |
| 589 | 437968 | |
| 590 | CSR - add notes to r eferral re quest | |
| 591 | 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 | |
| 592 | Release 4 Sprint 23 | |
| 593 | 437969 | |
| 594 | Referral - request a ction | |
| 595 | 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 | |
| 596 | Release 4 Sprint 23 | |
| 597 | 437970 | |
| 598 | Associate appointmen t | |
| 599 | As a CSR I need the ability to associate the appoi ntment to the reques t so the s ystem know s which ap pointment to determi ne the tim e frame fr om | |
| 600 | Release 4 Sprint 23 | |
| 601 | 437971 | |
| 602 | Autoset ur gent flag (tech) | |
| 603 | System mus t be able to flag th e request as urgent if the ass ociated ap pointment is within 72 hours | |
| 604 | Release 4 Sprint 23 | |
| 605 | 437972 | |
| 606 | Set urgent flag | |
| 607 | As a CSR I need to b e able to set the re quest as u rgent, so I can ensu re proper routing | |
| 608 | Release 4 Sprint 23 | |
| 609 | 437973 | |
| 610 | Request ac tion (appo intment) | |
| 611 | As a CSR I need to b e able to set Reques t Actions, so the re cipient of the reque st knows w hat to do. Both act ions route request t o same que ue (either urgent or non-urgen t) | |
| 612 | Release 4 Sprint 23 | |
| 613 | 437974 | |
| 614 | Referrals - queue se tup | |
| 615 | As a CCFOR , I need t o be able to view an d pick req uests that require r eferral in vestigatio n so that I can cond uct the re ferral inv estigation – elabora tion requi red | |
| 616 | Release 4 Sprint 23 | |
| 617 | 437975 | |
| 618 | Referrals - queue ac cess | |
| 619 | 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 | |
| 620 | Release 4 Sprint 23 | |
| 621 | 437976 | |
| 622 | Referrals - queue no tification | |
| 623 | 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 | |
| 624 | Release 4 Sprint 23 | |
| 625 | 437977 | |
| 626 | Referral - prepopula ted object s | |
| 627 | As a CCFOR I need th e followin g informat ion should be prepop ulated on the reques t form fro m the inte raction, s o I can mo re efficie ntly assis t the Vete ran | |
| 628 | Release 4 Sprint 23 | |
| 629 | 437978 | |
| 630 | CCFOR - re ferrals - add notes | |
| 631 | As a CCFOR I need to be able t o ad notes to the re quest, so that work is documen ted approp riately | |
| 632 | Release 4 Sprint 23 | |
| 633 | 437979 | |
| 634 | Referrals - close re quest | |
| 635 | As a CCFOR I need to be able t o close th e request, so that w ork is doc umented ap propriatel y | |
| 636 | Release 4 Sprint 23 | |
| 637 | 437980 | |
| 638 | Validation of consul t | |
| 639 | When setti ng actions , I want t he system to notify me if ther e is a con sult linke d to the r equest tha t I did no t create a referral for | |
| 640 | Release 4 Sprint 23 | |
| 641 | 437988 | |
| 642 | CCFOR sche duling – r eroute to referral i nvestigati on | |
| 643 | 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 | |
| 644 | Release 4 Sprint 23 | |
| 645 | 437989 | |
| 646 | Re-route r equest to another fa cility | |
| 647 | As a CCFOR , I need t he ability to re-rou te request if reques t goes to wrong faci lity | |
| 648 | Release 4 Sprint 23 | |
| 649 | 437990 | |
| 650 | Scheduling - add con sults | |
| 651 | 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 | |
| 652 | Release 4 Sprint 23 | |
| 653 | 437991 | |
| 654 | Scheduling - add cla ims | |
| 655 | As a CSR o r CCFOR, I must be a ble to add claims fr om the cla ims tab to the “Clai m Details” section o f the requ est, so th at I can p rovide spe cific info rmation ab out the re ferral inv estigation | |
| 656 | Release 4 Sprint 23 | |
| 657 | 437992 | |
| 658 | Scheduling - add not es | |
| 659 | 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 | |
| 660 | Release 4 Sprint 23 | |
| 661 | 437993 | |
| 662 | Scheduling - request actions | |
| 663 | As a CSR, I need the ability t o set an a ction to r oute a req uest to CC FOR at the local fac ility so t hat the CC FOR is abl e to sched ule the ap pointment | |
| 664 | Release 4 Sprint 23 | |
| 665 | 437994 | |
| 666 | Scheduling - remove consults | |
| 667 | As a CSR o r CCFOR, I must be a ble to rem ove consul ts from th e “Consult Details” section of request, to ensure accurate i nformation about the referral investigat ion | |
| 668 | Release 4 Sprint 23 | |
| 669 | 437995 | |
| 670 | Scheduling - remove claims | |
| 671 | As a CSR o r CCFOR, I must be a ble to rem ove claims from the “Claim Det ails” sect ion of req uest, to e nsure accu rate infor mation abo ut the ref erral inve stigation | |
| 672 | Release 4 Sprint 23 | |
| 673 | 437996 | |
| 674 | Scheduling - queue s etup | |
| 675 | As a CCFOR , I need t o be able to view an d pick req uests that require a ppointment s to be sc heduled so that I ca n schedule the appoi ntment | |
| 676 | Release 4 Sprint 23 | |
| 677 | 437997 | |
| 678 | Scheduling - queue a ccess | |
| 679 | 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 | |
| 680 | Release 4 Sprint 23 | |
| 681 | 437998 | |
| 682 | Scheduling - queue n otificatio n | |
| 683 | 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 | |
| 684 | Release 4 Sprint 23 | |
| 685 | 438000 | |
| 686 | Complete i nteraction – first c all resolu tion | |
| 687 | 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 | |
| 688 | Release 4 Sprint 23 | |
| 689 | 438002 | |
| 690 | Inform Vet eran of ap pointment | |
| 691 | 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 | |
| 692 | Release 4 Sprint 23 | |
| 693 | 438005 | |
| 694 | Adjust gri d view col umn width | |
| 695 | 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 | |
| 696 | Release 4 Sprint 23 | |
| 697 | 438011 | |
| 698 | Referral – provider - mail | |
| 699 | As a CCFOR , I need t he ability to send c orresponde nce to a p rovider vi a mail aft er I have created a referral s o that I c an describ e to the p rovider ex actly what they are authorized to prefor m | |
| 700 | Release 4 Sprint 23 | |
| 701 | 438020 | |
| 702 | Sidebar ta bs | |
| 703 | Mirror FTP | |
| 704 | Release 4 Sprint 23 | |
| 705 | 438021 | |
| 706 | View posti ngs | |
| 707 | Mirror FTP | |
| 708 | Release 4 Sprint 23 | |
| 709 | 438022 | |
| 710 | View order s | |
| 711 | Mirror FTP | |
| 712 | Release 4 Sprint 23 | |
| 713 | 438023 | |
| 714 | View expan ded demogr aphics | |
| 715 | TBD | |
| 716 | Release 4 Sprint 23 | |
| 717 | 275677 | |
| 718 | Viewing cl aim inform ation from FBCS | |
| 719 | As a CCWF user I nee d the abil ity to vie w claim in formation originatin g from FBC S. | |
| 720 | Release 4 Sprint 24 | |
| 721 | 275687 | |
| 722 | Automated claim stat us reports | |
| 723 | 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 . | |
| 724 | Release 4 Sprint 24 | |
| 725 | 275700 | |
| 726 | Create Vet eran callb ack list | |
| 727 | As a CCWF user I nee d the abil ity to cre ate a Vete ran callba ck list (m arketing l ist). | |
| 728 | Release 4 Sprint 24 | |
| 729 | 275715 | |
| 730 | Viewing ED I claims i n progress (from cle aring hous e applicat ion) | |
| 731 | As a CCWF user I nee d the abil ity to vie w all EDI claims in progress ( pre-proces sed claims ) to provi de status. | |
| 732 | Release 4 Sprint 24 | |
| 733 | 275724 | |
| 734 | Viewing bo wel and bl adder clai ms | |
| 735 | As a CCWF user I nee d the abil ity to vie w claims r elated to bowel and bladder. | |
| 736 | Release 4 Sprint 24 | |
| 737 | 276214 | |
| 738 | Manually g enerate cl aim status reports | |
| 739 | As a CCWF user I nee d the abil ity to man ually gene rate claim status re ports for phone call efficienc y. | |
| 740 | Release 4 Sprint 24 | |
| 741 | 276223 | |
| 742 | View proce ssed EDI c laims | |
| 743 | As a CSR I need the ability to view acce pted, reje cted, or d enied EDI claims to perform co rrective a ctions.(po tential fo r autopopu lating) | |
| 744 | Release 4 Sprint 24 | |
| 745 | 276548 | |
| 746 | View payme nt informa tion for a claim | |
| 747 | As a CCWF user I nee d the abil ity to vie w payment informatio n to be ab le to prov ide a chec k number a nd check d ate.(I rec eived a PF RAR that s how its be en paid) | |
| 748 | Release 4 Sprint 24 | |
| 749 | 304841 | |
| 750 | Claim sear ch results order by claim stat us | |
| 751 | As a CCWF User I nee d to have claims sea rch result s display in a speci fic order | |
| 752 | Release 4 Sprint 24 | |
| 753 | 304846 | |
| 754 | Ability to view clai m history detail fro m claim | |
| 755 | As a CCWF User I nee d the abil ity to vie w claim hi story deta ils from a claim. | |
| 756 | Release 4 Sprint 24 | |
| 757 | 310817 | |
| 758 | Searching for claims (need ac confirmati on) | |
| 759 | As a CCWF User I nee d the abil ity to sea rch claims by date r ange, clai m number, or UB, HCF A, EDI or all. | |
| 760 | Release 4 Sprint 24 | |
| 761 | 342672 | |
| 762 | Interacted with valu es of VA e mployee an d Veteran representa tive | |
| 763 | As a CCWF user I nee d the abil ity to cho ose Intera cted With values of VA Employe e and Vete ran Repres entative t o accurate document caller inf ormation. | |
| 764 | Release 4 Sprint 24 | |
| 765 | 344009 | |
| 766 | Search cla ims by VIS N | |
| 767 | As a CCWF user I nee d the abil ity to sea rch Claims using VIS N as a par ameter to narrow my search res ults and l ocate the claim. | |
| 768 | Release 4 Sprint 24 | |
| 769 | 344012 | |
| 770 | Viewing cl aim inform ation from FBCS | |
| 771 | As a CCWF user I nee d the abil ity to vie w claim in formation originatin g from FBC S. | |
| 772 | Release 4 Sprint 24 | |
| 773 | 352202 | |
| 774 | Interactio n number d oes not di splay comp letely unl ess you wa ve the mou se over | |
| 775 | As a CCWF user, I ne ed to be a ble to see the whole Interacti on number on the Req uest form for ease o f use. | |
| 776 | Release 4 Sprint 24 | |
| 777 | 360406 | |
| 778 | The author izations f or Healthn et are lon g - they s tart with a date (yr /mon/day) then the w ord 'autho rization' followed b y 6 digits . | |
| 779 | As a CCWF user, I ne ed the fie ld for Hea lthNet aut horization s to be ab le to hold a large n umber of c haracters to accommo date the l ong author ization nu mber. | |
| 780 | Release 4 Sprint 24 | |
| 781 | 367575 | |
| 782 | Renaming o f CCWF to Community Care | |
| 783 | As a CCWF User I nee d to be ab le to see the correc t naming c onventions in light of the Com munity Car e expansio n to reduc e confusio n. | |
| 784 | Release 4 Sprint 24 | |
| 785 | 376703 | |
| 786 | Updating a dvanced fi nd field l ists | |
| 787 | As a CCWF User I nee d to be ab le to perf orm advanc ed find qu eries effi ciently in the syste m to reduc e confusio n and impr ove speed | |
| 788 | Release 4 Sprint 24 | |
| 789 | 380125 | |
| 790 | Ability to reactivat e interact ions | |
| 791 | May want t o give sup ervisors t he ability to reacti vate Inter actions in case a CS R submits before com pleting it . | |
| 792 | Release 4 Sprint 24 | |
| 793 | 380583 | |
| 794 | ACR reques t requirem ents | |
| 795 | Closing th e Loop OB 1 Resoluti on and OB 1 Date sho uld be req uired.The fields for Provider name, cont act name a nd return phone numb er are not required on an ACR request. Y ou cannot work the r equest wit hout this informatio n so it sh ould be re quired bef ore the Re quest can be created .In the cl osing the loop secti on of the ACR form, when closi ng the loo p status i s set to c losed, OB 1 resoluti on and OB 1 Date bec ome requir ed | |
| 796 | Release 4 Sprint 24 | |
| 797 | 382679 | |
| 798 | PFRAR meth od of deli very | |
| 799 | As a CCWF user I nee d the abil ity to ent er method of deliver y informat ion for a PFRAR simi lar to a C laim Statu s Report | |
| 800 | Release 4 Sprint 24 | |
| 801 | 383104 | |
| 802 | Site field doesn't c lear when the VISN i s changed | |
| 803 | When the V ISN in the Choice/Op erations s ection is changed, t he Site fi eld doesn' t clear ou t. | |
| 804 | Release 4 Sprint 24 | |
| 805 | 386594 | |
| 806 | Line of bu siness ren aming to c ustomer ex perience | |
| 807 | As a CCWF User I nee d the Line of Busine ss in the system to be Custome r Experien ce for acc urate repo rting. | |
| 808 | Release 4 Sprint 24 | |
| 809 | 394545 | |
| 810 | Ability to route a r equest fro m the requ est form | |
| 811 | As a CCWF User, I ne ed the abi lity to re -route a R equest for m a Queue from the R equest for m to incre ase speed. | |
| 812 | Release 4 Sprint 24 | |
| 813 | 409348 | |
| 814 | Add column of choice /operation s group VI SN to all queue view s | |
| 815 | As a CCWF User, I ne ed to be a ble to see the VISN set in the Choice/Op erations G roup tab f rom the Qu eues. | |
| 816 | Release 4 Sprint 24 | |
| 817 | 416064 | |
| 818 | Source inf ormation f or request s (placeho lder) | |
| 819 | Need addit ional deta ils on fie lds/requir ements as the intera ction sour ce is expa nded beyon d phone. | |
| 820 | Release 4 Sprint 24 | |
| 821 | 417471 | |
| 822 | Facility l abeling. A CR form VI SN/facilit y matching | |
| 823 | As a CCWF User, I ne ed the VIS N and Faci lity field labels to reflect w hat they a re represe nting. | |
| 824 | Release 4 Sprint 24 | |
| 825 | 417483 | |
| 826 | Interactio n facility /VISN | |
| 827 | As a CCWF User, I ne ed the VIS N to match the Facil ity I choo se. | |
| 828 | Release 4 Sprint 24 | |
| 829 | 417912 | |
| 830 | Remove hov er over to ol on note s | |
| 831 | 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. | |
| 832 | Release 4 Sprint 24 | |
| 833 | 425207 | |
| 834 | Request vi ew for my resolved r equests | |
| 835 | A request view that would show any Activ e Request assigned t o you and any Reques ts you res olved, so a version of all Req uests just that rela te to that user | |
| 836 | Release 4 Sprint 24 | |
| 837 | 437877 | |
| 838 | User was a ble to val idate type , area and sub area which all matched fr om the int eraction, but in "ot her detail s" section the VISN and facili ty that us er selecte d weren't transferre d over. | |
| 839 | As a CSR, I want the Facility and VISN t o be copie d from the OTHER DET AILS secti on of the Interactio n to a Req uest that has alread y been cre ated so th at the Req uest VISN and Facili ty match t he Interac tion VISN and Facili ty. | |
| 840 | Release 4 Sprint 24 | |
| 841 | 438596 | |
| 842 | Improve re quest form switch | |
| 843 | 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. | |
| 844 | Release 4 Sprint 24 | |
| 845 | 439089 | |
| 846 | Set focus to current topic | |
| 847 | As a CCWF user, I ne ed the Int eraction t o focus to the Curre nt Topic s ection aft er I selec t the Vete ran from M VI so I kn ow the Req uest has b een create d. | |
| 848 | Release 4 Sprint 24 | |
| 849 | 440348 | |
| 850 | Method of delivery w hen switch ing off cl aim status report | |
| 851 | As a CCWF user, I ne ed the met hod of del ivery fiel ds to beco me not req uired if I am trying to switch from a Su b Area or Action of Claim Stat us Report to avoid e ntering un necessary data. | |
| 852 | Release 4 Sprint 24 | |
| 853 | 440373 | |
| 854 | VISN requi rements wh en switchi ng area | |
| 855 | As a CCWF user, I ne ed the VIS N field to correctly required or not req uired when changing the Area t o ensure d ata integr ity. | |
| 856 | Release 4 Sprint 24 | |
| 857 | 441651 | |
| 858 | Hiding req uest actio ns | |
| 859 | As a CCWF user, I ne ed certain unused an d out of s cope Reque st Actions hidden so these req uests are not routed to be wor ked. | |
| 860 | Release 4 Sprint 24 | |
| 861 | 443512 | |
| 862 | Resolution date | |
| 863 | As a CCWF user, I ne ed a resol ution date on all Re quests in order to p ull report s. | |
| 864 | Release 4 Sprint 24 | |
| 865 | 443541 | |
| 866 | Reactivati on trackin g | |
| 867 | As a CCWF user, I ne ed a log o f Request reactivati ons in ord er to trac k exceptio ns to the business p rocess. | |
| 868 | Release 4 Sprint 24 | |
| 869 | 446386 | |
| 870 | Report for requests resolved | |
| 871 | As a CCWF user, I ne ed a repor t that tel ls me how many Reque sts has an employee or team re solved ove r a number of days i n order to track pro ductivity. | |
| 872 | Release 4 Sprint 24 | |
| 873 | 446391 | |
| 874 | Report for employees with pend ing reques ts | |
| 875 | As a CCWF user, I ne ed a repor t for how many emplo yees/teams have assi gned/pendi ng Request s in order to track productivi ty. | |
| 876 | Release 4 Sprint 24 | |
| 877 | 446392 | |
| 878 | Report for total req uests reso lved | |
| 879 | As a CCWF user, I ne ed a repor t for how many total Requests were resol ved during a date ra nge in ord er to trac k producti vity. | |
| 880 | Release 4 Sprint 24 | |
| 881 | 446549 | |
| 882 | New value for choice /ops claim resolutio n | |
| 883 | As a CCWF user, I ne ed a new v alue in th e Claim Re solution f ield in th e Choice/O ps section of the AC R Request in order t o better c apture inf ormation. | |
| 884 | Release 4 Sprint 24 | |
| 885 | Graphical User Inter face (GUI) Specifica tions | |
| 886 | 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. | |
| 887 | 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. | |
| 888 | Table 5 il lustrates the CCWF G UI Specifi cations th at have be en configu red to dat e. | |
| 889 | Table 5: C CWF GUI Sp ecificatio ns | |
| 890 | Descriptio n | |
| 891 | Source | |
| 892 | Single UI – Replace legacy app lication s creens use d by CCWF users with a single- UI. | |
| 893 | CCWF – BRD | |
| 894 | 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. | |
| 895 | CCWF – BRD | |
| 896 | System Int egration – Integrate with all Veteran No n-VA medic al care sy stem or re cord repos itories. | |
| 897 | CCWF – BRD | |
| 898 | Multi-Divi sional Spe cification s | |
| 899 | 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. | |
| 900 | 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. | |
| 901 | Performanc e Specific ations | |
| 902 | 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. | |
| 903 | 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. | |
| 904 | CCWF CRM r esponse ti me is depe ndent on s everal ext ernal fact ors includ ing: | |
| 905 | VRM hosted cloud dat a center s upport and applicati on respons e time; | |
| 906 | 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. | |
| 907 | Quality At tributes S pecificati ons | |
| 908 | Maintainab ility | |
| 909 | 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: | |
| 910 | Consider h ow the sys tem will m anage chan ges to bus iness proc esses and dynamic bu siness rul es, | |
| 911 | Follow doc umentation standards and relea se standar ds, and | |
| 912 | As a part of best pr actice, cr eate logs of changes , updates, or fixes. | |
| 913 | Table 6 co ntains mai ntainabili ty require ments that are addre ssed by CC WF CRM. | |
| 914 | Table 6: C CWF Mainta inability Requiremen ts | |
| 915 | Descriptio n | |
| 916 | Source | |
| 917 | 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. | |
| 918 | CCWF Opera tions and Maintenanc e Plan | |
| 919 | 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. | |
| 920 | CCWF Opera tions and Maintenanc e Plan | |
| 921 | 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. | |
| 922 | CCWF Opera tions and Maintenanc e Plan | |
| 923 | 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. | |
| 924 | CCWF Opera tions and Maintenanc e Plan | |
| 925 | Data Integ rity | |
| 926 | 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. | |
| 927 | 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: | |
| 928 | Component Failure; | |
| 929 | Thundersto rm; | |
| 930 | Blizzard; | |
| 931 | User Sabot age; | |
| 932 | Earthquake ; | |
| 933 | Fire; and | |
| 934 | Power Fail ure. | |
| 935 | All threat s have a m edium or l ow level r isk level. | |
| 936 | 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. | |
| 937 | Supportabi lity | |
| 938 | 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. | |
| 939 | Table 7: C CWF Suppor tability R equirement s | |
| 940 | Descriptio n | |
| 941 | Source | |
| 942 | 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. | |
| 943 | CCWF Opera tions and Maintenanc e Plan | |
| 944 | Testabilit y | |
| 945 | 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. | |
| 946 | Reliabilit y Specific ations | |
| 947 | 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 . | |
| 948 | 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. | |
| 949 | Scope of I ntegration | |
| 950 | 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. | |
| 951 | Table 8 il lustrates the integr ations nee ded for CC WF per the CCWF BRD. | |
| 952 | Table 8: C CWF Scope of Integra tion | |
| 953 | Descriptio n | |
| 954 | Source | |
| 955 | 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. | |
| 956 | CCWF – BRD | |
| 957 | 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. | |
| 958 | CCWF – BRD | |
| 959 | 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 . | |
| 960 | Security S pecificati ons | |
| 961 | 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’. | |
| 962 | 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. | |
| 963 | Role-Based Permissio n | |
| 964 | 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. | |
| 965 | Table 9: C CWF User R oles | |
| 966 | User Level | |
| 967 | User Role( s) | |
| 968 | Responsibi lities | |
| 969 | Access Lev el | |
| 970 | Primary | |
| 971 | CSC Produc tion User | |
| 972 | CSR | |
| 973 | CSC Lead | |
| 974 | CSC Superv isor | |
| 975 | CSC Qualit y Analyst | |
| 976 | CSC Lead P rogram Ana lyst | |
| 977 | CSC Leader ship | |
| 978 | Conduct MV I Veteran searchInpu t contact history In put workfl ow issue | |
| 979 | Contact hi story CRM read, writ e | |
| 980 | Workflow i ssue CRM r ead, write | |
| 981 | Primary | |
| 982 | CSC Workfo rce User | |
| 983 | CSC Superv isor | |
| 984 | CSC Workfo rce Analys t | |
| 985 | CSC Lead P rogram Ana lyst | |
| 986 | CSC Leader ship | |
| 987 | Generate c ontact his tory repor ts | |
| 988 | Generate w orkflow is sue report s | |
| 989 | Configure ad hoc rep orts | |
| 990 | Contact hi story CRM generate r eport | |
| 991 | Workflow i ssue CRM g enerate re port | |
| 992 | Primary | |
| 993 | CSC Superv isory User | |
| 994 | CSC Superv isor | |
| 995 | CSC Leader ship | |
| 996 | Conduct MV I Veteran searchInpu t contact history In put workfl ow issue | |
| 997 | Assign wor kflow issu e | |
| 998 | Edit workf low issue | |
| 999 | Contact hi story CRM read, writ e, edit, d elete | |
| 1000 | Workflow i ssue CRM r ead, write , edit, de lete | |
| 1001 | Secondary | |
| 1002 | CSC Admini strator | |
| 1003 | CSC Lead P rogram Ana lyst | |
| 1004 | CSC Leader ship | |
| 1005 | Configure contact hi story menu s | |
| 1006 | Configure workflow i ssue menus | |
| 1007 | Configure ad hoc rep orts | |
| 1008 | Contact hi story CRM read, writ e, edit, d elete, con figure | |
| 1009 | Workflow i ssue CRM r ead, write , edit, de lete, conf igure | |
| 1010 | Primary | |
| 1011 | Field Supp ort User | |
| 1012 | Voucher Ex aminer | |
| 1013 | Lead Vouch er Examine r | |
| 1014 | FS Analyst | |
| 1015 | FS Supervi sor | |
| 1016 | FS Leaders hip | |
| 1017 | Edit workf low issue | |
| 1018 | Workflow i ssue CRM r ead, write | |
| 1019 | Secondary | |
| 1020 | Field Supp ort Workfo rce User | |
| 1021 | FS Analyst | |
| 1022 | FS Supervi sor | |
| 1023 | FS Leaders hip | |
| 1024 | Generate w orkflow is sue report s | |
| 1025 | Configure ad hoc rep orts | |
| 1026 | Workflow i ssue CRM g enerate re port | |
| 1027 | Primary | |
| 1028 | Field Supp ort Superv isory User | |
| 1029 | FS Supervi sor | |
| 1030 | FS Leaders hip | |
| 1031 | Assign wor kflow issu e | |
| 1032 | Edit workf low issue | |
| 1033 | Workflow i ssue CRM r ead, write , edit, de lete | |
| 1034 | Primary/Se condary | |
| 1035 | CCWF User | |
| 1036 | CSR | |
| 1037 | CSC Lead | |
| 1038 | CSC Superv isor | |
| 1039 | CSC Qualit y Analyst | |
| 1040 | CSC Lead P rogram Ana lyst | |
| 1041 | CSC Leader ship | |
| 1042 | Voucher Ex aminer | |
| 1043 | Lead Vouch er Examine r | |
| 1044 | FS Supervi sor | |
| 1045 | FS Leaders hip | |
| 1046 | Input work flow issue | |
| 1047 | Assign wor kflow issu e | |
| 1048 | Edit workf low issue | |
| 1049 | Workflow i ssue CRM r ead, write | |
| 1050 | Privacy Re quirements | |
| 1051 | 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 . | |
| 1052 | Certificat ion and Ac creditatio n | |
| 1053 | 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. | |
| 1054 | 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. | |
| 1055 | System Fea tures | |
| 1056 | System fea tures are documented in the Fu nctional S pecificati ons, Secti on 2.6. | |
| 1057 | Usability Specificat ions | |
| 1058 | 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). | |
| 1059 | 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 . | |
| 1060 | In order t o improve the usabil ity of VA- developed or purchas ed applica tions, the following actions a re require d: | |
| 1061 | 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 . | |
| 1062 | 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 . | |
| 1063 | 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. | |
| 1064 | The system demonstra tes high u sability b y being: | |
| 1065 | Intuitive and easy t o learn wi th minimal training, | |
| 1066 | Effective by allowin g users to successfu lly comple te tasks, | |
| 1067 | Efficient by allowin g users to complete their work in a mann er consist ent with c linical pr actice and workflow, | |
| 1068 | Perceived to have hi gh usabili ty, as dem onstrated by appropr iate surve y measures , and | |
| 1069 | Designed t o aid user s in meeti ng task go als withou t being an additiona l burden. | |
| 1070 | The system demonstra tes reliab ility and enables us er trust b y providin g: | |
| 1071 | Stable and reliable performanc e, | |
| 1072 | Accurate d ata, | |
| 1073 | 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 | |
| 1074 | Accessible informati on related to the so urce of da ta. | |
| 1075 | 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: | |
| 1076 | An integra ted displa y of struc tured and unstructur ed data, | |
| 1077 | A rich dat a visualiz ation and graphical display of data, | |
| 1078 | The abilit y to switc h between tabular an d graphica l data vie ws, | |
| 1079 | 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 | |
| 1080 | User custo mizable co mponents a nd setting s. | |
| 1081 | The system provides advanced a nd up-to-d ate search ing, inclu ding: | |
| 1082 | 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 | |
| 1083 | A search h istory. | |
| 1084 | The system provides advanced f iltering c apabilitie s, includi ng: | |
| 1085 | Filtering of data ta bles, list s, and gri ds, and | |
| 1086 | Filtering of search results. | |
| 1087 | The system design is modified to: | |
| 1088 | Address th e specific findings from a hum an factor heuristic evaluation conducted on the pr ior versio n of the a pplication , | |
| 1089 | Address th e specific findings reported f rom field use of the prior ver sion, and | |
| 1090 | Address th e specific findings reported f rom usabil ity testin g of the p rior versi on or rele vant proto types. | |
| 1091 | Usability requiremen ts for thi s work eff ort are do cumented i n the CCWF BRD. | |
| 1092 | Purchased Components | |
| 1093 | 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. | |
| 1094 | Estimation | |
| 1095 | 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. | |
| 1096 | Attachment AApproval Signature s | |
| 1097 | REVIEW DAT E: | |
| 1098 | SCRIBE: | |
| 1099 | ||
| 1100 | ||
| 1101 | __________ __________ __________ __________ __________ ________ | |
| 1102 | Signed:Dat e: | |
| 1103 | PII , Business Sponsor | |
| 1104 | ||
| 1105 | ||
| 1106 | __________ __________ __________ __________ __________ ________ | |
| 1107 | Signed:Dat e: | |
| 1108 | PII , CCWF Dev elopment T eam Progra m Manager | |
| 1109 | ||
| 1110 | ||
| 1111 | __________ __________ __________ __________ __________ ________ | |
| 1112 | Signed:Dat e: | |
| 1113 |
|
|
| 1114 | ||
| 1115 | Appendix A Non-Funct ional Requ irements | |
| 1116 | 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. | |
| 1117 | System Per formance R eporting R equirement s | |
| 1118 | (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. ) | |
| 1119 | 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. | |
| 1120 | 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. | |
| 1121 | Operationa l Environm ent Requir ements | |
| 1122 | 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). | |
| 1123 | 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. | |
| 1124 | 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. | |
| 1125 | Provide a real-time monitoring solution to report agreed/ide ntified cr itical sys tem perfor mance para meters. | |
| 1126 | 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. | |
| 1127 | 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. | |
| 1128 | Documentat ion Requir ements | |
| 1129 | 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). | |
| 1130 | 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. | |
| 1131 | 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. | |
| 1132 | 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 . | |
| 1133 | 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. | |
| 1134 | Implementa tion Requi rements | |
| 1135 | Technical Help Desk support fo r the appl ication sh all be pro vided for users to o btain assi stance wit h CCWF. | |
| 1136 | The IT sol ution shal l be desig ned to com ply with t he applica ble approv ed Enterpr ise SLA. | |
| 1137 | The implem entation o f Release 1.2 must b e complete by 12/29/ 2016. | |
| 1138 | Data Prote ction/Back -up/Archiv e Requirem ents | |
| 1139 | 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 . | |
| 1140 | 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). | |
| 1141 | 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. | |
| 1142 | Levels for Disaster Recovery | |
| 1143 | Table 10: Levels for Disaster Recovery | |
| 1144 | Classifica tion | |
| 1145 | Recovery T ime Object ive | |
| 1146 | Recovery P oint | |
| 1147 | Objective Routine | |
| 1148 | 30 day res toration | |
| 1149 | TBD | |
| 1150 | Mission Es sential | |
| 1151 | 72 hour re storation | |
| 1152 | 24 hours | |
| 1153 | Mission Cr itical | |
| 1154 | 12 hour re storation | |
| 1155 | 2 hours | |
| 1156 | 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. | |
| 1157 | 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. | |
| 1158 | 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 . | |
| 1159 | Data Quali ty/Assuran ce Require ments | |
| 1160 | 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. | |
| 1161 | User Acces s/Security Requireme nts | |
| 1162 | 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. | |
| 1163 | Usability/ User Inter face (UI) Requiremen ts | |
| 1164 | Adhere to good User Interface/ User Cente red Design (UI/UCD) principles as outlin ed in the Usability Appendix o f the BRD. | |
| 1165 | Conceptual Integrity | |
| 1166 | 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. | |
| 1167 | Availabili ty | |
| 1168 | 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. | |
| 1169 | 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 ). | |
| 1170 | 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%. | |
| 1171 | 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. | |
| 1172 | Interopera bility | |
| 1173 | 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 ). | |
| 1174 | Systems mu st be hete rogeneous and agnost ic for ope rating sys tems and c ode bases. | |
| 1175 | Provide th e ability to securel y transfer large fil es (of 4-8 gigabyte) from an e xternal so urce to VA systems. | |
| 1176 | Provide ac cess to th e system o ver a remo te access solution. | |
| 1177 | Manageabil ity | |
| 1178 | 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. | |
| 1179 | Provide da ta related to mainte nance even ts, both r outine and exception al, includ ing key me tadata: | |
| 1180 | Predicted routine wo rk | |
| 1181 | Occurrence s where ma intenance is complet ed, includ ing restar t from dow n time | |
| 1182 | Identity o f the orga nization p erforming maintenanc e | |
| 1183 | User perfo rming main tenance (i f availabl e) | |
| 1184 | Identity o f the syst em | |
| 1185 | Date/time, physical location | |
| 1186 | Systems im pacted | |
| 1187 | Does it af fect patie nt care | |
| 1188 | Non-urgent or emerge nt | |
| 1189 | 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. | |
| 1190 | 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 ). | |
| 1191 | Performanc e | |
| 1192 | Provide an Info butt on Query R esponder o n all plat forms with a respons e time of less than .5 seconds . | |
| 1193 | The system shall rec ognize, re port, and retransmit data lost , with les s than 0-1 % chance o f incomple te patient records. | |
| 1194 | 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. | |
| 1195 | Mouse or k ey-based U I controls , e.g., me nus, check boxes shal l provide instantane ous respon siveness ( <90ms). | |
| 1196 | 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. | |
| 1197 | Reliabilit y | |
| 1198 | Provide sy stem relia bility: | |
| 1199 | Threshold = 99.9% | |
| 1200 | Objective = 99.99% s ystem and applicatio n | |
| 1201 | Provide sy stem relia bility: | |
| 1202 | Level 1 se verity =<1 failure p er month | |
| 1203 | Level 2 se verity =<2 failures per month | |
| 1204 | Level 3 se verity =<3 failures per month | |
| 1205 | Security | |
| 1206 | 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. | |
| 1207 | Supportabi lity | |
| 1208 | 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. | |
| 1209 | 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. | |
| 1210 | 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. | |
| 1211 | 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. | |
| 1212 | 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. | |
| 1213 | 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. | |
| 1214 | 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) . | |
| 1215 | 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. | |
| 1216 | The IT sol ution shal l be desig ned to com ply with t he applica ble approv ed Enterpr ise SLAs. | |
| 1217 | 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. | |
| 1218 | 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. | |
| 1219 | 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) | |
| 1220 | Usability | |
| 1221 | Provide vi ewability/ usability of VistA 4 applicati ons on mob ile device s. | |
| 1222 | 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. | |
| 1223 | Documentat ion | |
| 1224 | 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). | |
| 1225 | 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. | |
| 1226 | 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. |
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