Department of Veterans Affairs Veteran’s Enterprise Management System



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5.Data Design


The solution will store both structured and unstructured data. Unstructured data (MS Word documents, PowerPoint presentations, PDFs, and VOIP recordings will be assigned metadata to facilitate searching and retrieval operations. Structured data captured in the CRM application and web forms will be stored in MS SQL Server with associated metadata for retrieval and analytical reporting. This section outlines the design of the database management system (DBMS) and non-DBMS files associated with the system. For networks, detail the distribution of data and identify any changes to the logical data model that may occur due to software or hardware requirements. All of the solution is constrained in the cloud to minimize data leakage.

6.Detailed Design


This section describes the proposed design in detail. As the solution is constructed and deployment, the components represented in this section will be refined with details regarding the user interfaces, system interfaces, relevant hardware, and dependencies and constraints.

6.1.Software Detailed Design

Conceptual Design


This section introduces the conceptual information that establishes the basis for how the software will be built.

Product Perspective


The VEMS solution will allow the OSDBU support staff to support, manage, and report on the VEMS verification process. The system will utilize out-of-the-box CRM capabilities – provide by Microsoft Dynamics CRM 2013 -- as well as some customized functionality allowed by the extensible CRM framework. Additionally, the Commercial-Off-The-Shelf (COTS) software will provide a technical platform to integrate with the enterprise Call Center and provide additional Case Management functionality.
The following highlights critical components of the VEMS solution:
CRM Customer Relationship Management


Account Management:
CRM Dynamic’s capability to manage data related to applicant organizations, companies and supporting organizations.

Contact Management: Capability to manage data related to persons related to the organization and relevant accounts or data providers.
CRM Case Management
CRM Case Management is an umbrella entity that will allow the user to manage all activities around a VEMS Verification process. The CRM Case Management capabilities include:

  • Activities management: Phone Calls, To-Do, Email talk and custom activities such as document received, external contact from the portal etc.

  • Task Generation: VEMS CRM will provide both user- and team-based task generation mechanisms and automated and manually-assigned activates that can start additional tasks and automated workflows based on the defined rules and parameters.

  • Service Request: Case Management will include a Service Request queue that contains automated tasks, emails, notifications and alerts


CRM Workflow Management
VEMS CRM will use a collection of software components called Windows Workflow Foundation classes to manage automated and interactive processes and make workflow decisions based on defined business rules. Windows Workflow Foundation provides a runtime engine, a framework, a library of activities, and default implementations of the common runtime services. The Windows Workflow Foundation runtime engine manages the execution of system processes across extended periods of time as well as preserving the state of process execution during shutdown and restart.
The Microsoft Dynamics Workflow Designer will enable an authorized user to create and manage automated and interactive business processes. Also, Microsoft Dynamics allows developers to extend and customize the standard behavior of CRM processes using commonly available programming tools.
Processes are enabled as workflows in Dynamics CRM as:

  • Workflows. The automated or asynchronous processes that may require user input to start them. Further, these processes do not require user input to run them to completion. These processes run in the background.

  • Dialogs. The interactive or synchronous processes that require user input to start and run them to completion. When you start the dialog process, a wizard-like interface is presented to you so you can make appropriate selections to run the process.


Veteran Affairs Mid-Tier Services
The Department of Veteran affairs, through its programs like the Veteran Relationship Management (VRM) project, has established a Service Oriented Architecture (SOA) and develop reusable services across the enterprise delivering Veteran benefit and health data. Veteran data resides in multiple authoritative sources and web-services are available to deliver this data to various lines of business. The VEMS solution consumes web-services based on common standards for data exchange and integration. Microsoft Dynamics will access any of these services uses SOAP and/or REST services.
The following are the VA Mid-Tier Services in consideration for the VEMS CRM Solution:

  • Benefit Gateway Services (BGS): BGS Services deliver VBA Compensation and Pension related data that includes veteran’s person info, demographics and disability rating. Multiple web-based applications including CRM and e-Benefits are using these services. BGS services also provide access to the BIRLS data.


CRM Plug-In Management
A ‘plug-in’ is customized business logic represented as programmatic code that integrates with Microsoft Dynamics CRM to modify the standard behavior of the platform. Plug-ins can subscribe to a known set of events that request the CRM platform to execute code when the predefined event occurs.
For example, the VEMS CRM library of plug-in will allow the CRM application to:

  • Make in-process data calls to external data sources

  • Pass data between plug-ins

  • Render external data onto CRM forms

Examples of these components are listed in the architecture as BS Connector for Dynamics CRM, AutoMerge for Dynamics CRM PowerPivot, and WhosOnLive Chat.
CRM Database

  • Microsoft Dynamics CRM uses the latest version of Microsoft SQL Server, SQL Server 2012, for persistent data storage

  • SQL Server Reporting Services: SQL Server Reporting Services provides a full range of tools and services to deploy, extend, and manage reports. SQL Server Reporting Services creates interactive, tabular, graphical, or free form reports from relational, multidimensional, or XML-based data sources. Reports will include data visualization. Reports will be available as both standardized and ad-hoc, on-demand formats and report data be represented as Excel workbooks, PDFs, and common-delimited files, Pre-defined end users will receive alerts on reports published to the SharePoint serve when critical report data changes. SQL Server Reporting Services allows the CRM platform to request data via web-services as well SQL database queries.


CRM Interactive Dashboards:

Data visualization and analytics in Microsoft Dynamics CRM are represented as configurable dashboards for each user and for predefined group members. The following elements constitute the visualization and analytics abilities in Microsoft Dynamics CRM:



  • Visualizations: Visualizations present data graphically as charts. Charts aggregate data from Microsoft Dynamics CRM to report on pre-defined metrics and tasked items.

  • Dashboards: Dashboards act as a business intelligence tool in Microsoft Dynamics CRM by providing a snapshot of data in various forms. Dashboards can present data as a variety of charts and grids, The CRM data dashboard acts as a virtual container for these objects, and can simultaneously present data from up to six visualizations, grids, IFRAMES, or Web resources.


CRM Document Management

Microsoft Dynamics integrates with the Microsoft SharePoint solution to provide a scalable document management framework using role-based access mechanisms to protect data. The solution will store Personally Identifiable Information (PII), so the solution will be ‘hardened’ to protect unauthorized access to this information. The compliance requirements for hardening SharePoint are


The sources of documents to be processed by the VEMS solution are:

  • Documents submitted from external sources (Veterans or their designated proxies, Customer Service Representatives, Application Coaches).

  • Documents submitted by internal users (typically using CRM or the Outlook Plug-in for CRM)

VEMS requires that data management shall be in accordance with records management laws and policies including OSDBU business rules, the NARA Basic Laws and Authorities, February 2008 Revision, and DOD 5015.2. The Department of Defense has approved a collection of software products that provide compliance with DOD5015.2, but the products approved on the VA’s TRM does not align with the DoD’s requirements for ‘classified’ document storage. Candidate technologies to satisfy this additional level of hardening are being reviewed for consideration. If necessary, the VA TRM committee may be required to provide a waiver for these additional products (or relax the requirement).

Communications Interfaces


The VEMS solution communicates with other systems using the secured HTTP (HTTPS) protocol. These interfaces are still being reviewed and defined and will be represented in the System Design Document as they are clarified, prioritized, and duplications are removed.

Product Features


This subsection provides a summary of the major features of the software in alignment with the major phases of the verification process
Phase One: Pre-Submission Phase
Table 1: Pre-submission Activities and Required Functionality

Performed By

Task Description

Required CRM Functionality

Applicant

Review CFR 38 Part 74

  • Content Delivery Network

Applicant

Complete online/offline self-assessment

  • Content Delivery Network Online Form Submission

Applicant

Review required documentation matrix

  • Content Delivery Network Online Form Submission

Applicant

Create business profile on VetBiz.gov

Applicant

Request a verification coach (Optional)

  • Content Delivery Network Assign Task Co-Owners

Applicant

Complete CVE submission application

  • Account Creation

  • Content Delivery Network Online Form Submission

  • Document Scanning/OCR

  • Document Management

  • Data Quality Check

  • WebChat

  • Computer Telephony Integration

System

Start Submission Timer

  • Activity Timers

  • Auditing

  • Email Notification

  • Customized Notifications

  • Data Quality Check






Continue to Phase Two: Examination Phase





[More]
Phase Two: Initiation Phase
Table 1: Initiation Activities and Required Functionality

Performed By

Task Description

Required CRM Functionality

System and Eval Staff

Score submitted data

  • Scoring Algos

  • Auditing

  • Predictive Analysis (BI)

Eval Staff

Validate Data

  • Assess for clarity and completeness

  • Check External Data Registries for corroboration




  • Task Owner Assignment

  • Serial/Parallel workflows

  • Checklists

  • Customized data capture forms

  • Personalized bookmarks

  • Web Services Integration

  • Auditing

  • Activity Timers

Eval Staff & Applicant

Contact application to resolve issues, omissions, questions, etc.

  • Email

  • Customized Letter generation

  • VOIP integration/recording

  • Document Management

  • OCR

  • SharePoint Integration

  • Checklists

  • Activity Timers

  • WebChat

  • Computer Telephony Integration

If success (complete and accurate), continue to Exam Phase

  • QA Algos

  • Activity Timers

  • Email

  • Customized Notification/ Alerts

If failure (incomplete and exceeds timers), send withdrawal letter

  • Letter Generation

  • Auditing

  • Activity Timers

  • Reminders/Alerts



[More]


Phase Three: Examination Phase

Table 1: Examination Activities and Required Functionality

Performed By

Task Description

Required CRM Functionality

System and Exam Staff

Score submitted data

  • Scoring Algos

  • Auditing

  • Predictive Analysis (BI)

Exam Staff

Conduct Examination Assessment

  • Review documentation to-date

  • Review/capture remarks

  • Review/capture correspondence

  • Review/capture historical profile data and/or submission/rejection data

  • Review / capture VOIP messages



  • Task Owner Assignment

  • Serial/Parallel workflows

  • Checklists

  • Customized data capture forms

  • Personalized bookmarks

  • Web Services Integration

  • Auditing

  • Activity Timers

  • VIP accounts

  • Escalated task assignments

  • Risk Profiling / QA process profiling

  • Activity timers WebChat

  • Computer Telephony Integration

Exam Staff

Gather additional data for verification

Websites


Web Services

Emails, phone calls, scanned documents



  • Email

  • Customized Letter generation

  • VOIP integration/recording

  • Document Management

  • OCR

  • Escalated task assignments

  • Risk Profiling / QA process profiling

  • Activity timers

  • SharePoint Integration

  • Checklists

  • Activity Timers

  • Auditing

  • Customized Quality Control policies

  • WebChat

  • Computer Telephony Integration

Exam Staff (system)

Assign preliminary risk score

  • QA Algos

  • Customized Notification/ Alerts

Exam Staff (system)

Send and collect supervisor’s signature

  • Letter Generation

  • eSignature

  • Role-based task assignment

  • Auditing

  • Activity Timers

  • Reminders/Alerts


Phase Four: Evaluation Phase

Table 1: Evaluation Activities and Required Functionality

Performed By

Task Description

Required CRM Functionality

System and Eval Staff

Score submitted data

  • Scoring Algos

  • Auditing

  • Predictive Analysis (BI)

Eval Staff

Conduct Evaluation Assessment

  • Review documentation to-date

  • Review/capture remarks

  • Review/capture correspondence

  • Review/capture historical profile data and/or submission/rejection data

  • Review / capture VOIP messages



  • Task Owner Assignment

  • Serial/Parallel workflows

  • Checklists

  • Customized data capture
    forms

  • Personalized bookmarks

  • Web Services Integration

  • Auditing

  • Activity Timers

  • VIP accounts

  • Escalated task assignments

  • Risk Profiling / QA process profiling

  • Activity timers

Eval Staff

Validate Examiner’s Recommendation


  • Rule-based task owner
    assignments

  • Email

  • VOIP integration/recording

  • Document Management

  • Escalated task assignments

  • Risk Profiling / QA process profiling

  • Activity timers

  • SharePoint Integration

  • Checklists

  • Activity Timers

  • Auditing

  • Customized Quality
    Control policies

Eval Staff (system)

Assign preliminary Eval Recommendation score

  • QA Algos

  • Customized Notification/
    Alerts

  • Auditing

Eval Staff

Determine Final Eval Recommendation


  • Letter Generation

  • eSignature

  • Role-based task assignment

  • Auditing

  • Activity Timers

  • Reminders/Alerts

Eval Staff

Draft Determination or Disposition Letter and forward to supervisor

  • Email

  • Letter Generation

  • SharePoint integration

  • Rule-based Notifications/
    Alerts

Eval Staff

Review Paralegal Team’s Work

  • Role-based task ownership

  • Reminders/Alerts

  • Email

  • VOIP

  • SharePoint integration

Eval Staff

Draft Approval Letter

  • Letter generation

  • SharePoint integration

  • Notes/remarks




Is Site Visit Recommended?

If Yes, continue to On Demand Phase 1 – Site Visit

If No, continue



  • Rule-based workflow

  • Activity timers

  • Notifications/alerts

Eval Team

Forward determination letter to Director/Deputy Director

  • Rule-based workflow

  • eSignature

  • SharePoint Integration

  • Email

  • VOIP

  • Auditing

  • Activity Timers

Eval Team

Notify applicant

  • Email

  • Computer Telephony
    Integration

  • Auditing

  • Activity Timers



On-Demand Phase 1: Site Visit [Mobile User]

Table 1: Site Visit Activities and Required Functionality

Performed By

Task Description

Required CRM Functionality

System and Exam Staff

Score submitted data

  • Scoring Algos

  • Auditing

  • Predictive Analysis (BI)

Exam Staff

Prepare Site Visit Materials

  • Review documentation to-date

  • Review/capture remarks

  • Review/capture correspondence

  • Review/capture historical profile data and/or submission/rejection data

  • Review / capture VOIP messages

  • Create/update site visit log

  • Collaborate on goals/outcomes

  • Schedule site visit



  • Task Owner Assignment

  • Serial/Parallel workflows

  • Checklists

  • Customized data capture forms

  • Personalized bookmarks

  • Web Services Integration

  • Auditing

  • Activity Timers

  • VIP accounts

  • Escalated task assignments

  • Risk Profiling / QA process profiling

  • Personalized Journals/checklists

  • Email

  • Letter generation

  • Online document review

  • Shared Calendars

  • Generate meetings/appointments

Exam Staff

Prepare Site Visit Report

  • Update documentation to-date

  • Review/capture remarks

  • Review/capture correspondence

  • Review/capture historical profile data and/or submission/rejection data

  • Review / capture VOIP messages

  • Update site visit log



  • Email

  • Customized Letter generation

  • VOIP integration/recording

  • Document Management

  • OCR

  • Escalated task assignments

  • Risk Profiling / QA process profiling

  • Activity timers

  • SharePoint Integration

  • Checklists

  • Activity Timers

  • Auditing

  • Personalized Journals/checklists

  • Email

  • Letter generation

  • Online document review

  • Shared Calendars

  • Generate meetings/appointments



Exam Staff (system)

Assign preliminary risk score

  • QA Algos

  • Customized Notification/ Alerts

Exam Staff (system)

Store/send Site Visit Report for Evaluation Team

  • Records Management

  • SharePoint integration

  • eSignature

  • Role-based task assignment

  • Auditing

  • Activity Timers

  • Reminders/Alerts








On-Demand Phase 2: Customer Service Center

Table 1: Call Center Activities and Required Functionality

Performed By

Task Description

Required CRM Functionality

System

Accept incoming call

  • IVR

  • WebChat

  • Computer Telephony Integration Rule-based Task Owner Assignment

System

Accept incoming email


  • Rule-based Task Owner Assignment

  • Serial/Parallel workflows

  • Role-based routing

  • Personalized bookmarks

  • Web Services Integration

  • Auditing

  • Activity Timers

  • VIP accounts

  • Escalated task assignments

  • Risk Profiling / QA process profiling

  • Personalized Journals/checklists

  • Email

  • Letter generation

  • Online document review

  • Notifications/Alerts

  • Reminders




Exam Staff

Handle Call using Scripts and Update Account Record (Case mgmt.)



  • Email

  • Customized Letter generation

  • VOIP integration/recording

  • Escalated task assignments

  • Risk Profiling / QA process profiling

  • Activity timers

  • SharePoint Integration

  • Checklists

  • Activity Timers

  • Auditing

  • Letter generation

  • Online document review

  • Shared Calendars

  • Generate meetings/appointments

  • Notes

  • WebChat

  • Computer Telephony Integration

Exam Staff (system)

Handle email using SOPs and Update Account Record (case mgmt.)

  • Email

  • Customized Letter generation

  • VOIP integration/recording

  • Escalated task assignments

  • Risk Profiling / QA process profiling

  • Activity timers

  • SharePoint Integration

  • Checklists

  • Activity Timers

  • Auditing

  • Letter generation

  • Online document review

  • Shared Calendars

  • Generate meetings/appointments

  • Notes

Exam Staff (system)

Store/send Site Visit Report for Evaluation Team

  • Records Management

  • SharePoint integration

  • eSignature

  • Role-based task assignment

  • Auditing

  • Activity Timers

  • Reminders/Alerts

Note: Not all workflows are represented above. Some workflows such as the Status Protests, Requests for Reverification, Congressional and Executive Inquires processes are on-demand, situational procedures that utilize the same features and functionality of the VEMS solution as those listed above.



User Characteristics


End users of the VEMS solution should have experience with the Microsoft Office productivity suite (Outlook, Word, PowerPoint, Excel, and Internet Explorer). As the solution utilizes virtualized desktops installed in the cloud, experience with Microsoft Remote Desktop, Microsoft Terminal Services, or Citrix XenApp would be preferred. VEMS training materials will include materials to cover these technologies as part of the deployment.

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