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pdfPROJECT CHARTER
This project charter document describes the purpose and the approach of the project, and lists the names of the project sponsor,
project manager, and all stakeholders. It also includes the initial estimate for the project budget, and will document formal
acceptance of the project upon signature. This document will be created by the Veterans Experience Office Portfolio Management in
coordination with the Executive Sponsor/designee and identified members of the project team.
PROJECT NAME
Community Care Customer Service
RESPONSIBLE VEO
EXECUTIVE
Jennifer Purdy, Executive
Director, Patient Experience
EXECUTIVE
SPONSOR
Kameron Matthews, DUSH-CC
Scott Fromm, Executive Director,
Delivery Operations
PROJECT MANAGER
Frederick White
VA ADMIN/OFFICE
VHA Office of Community Care
PROJECT START DATE
5/10/2019
PROJECT END DATE
12/20/2019
BUSINESS CASE
Currently, there is limited feedback and understanding
of the Veteran Community Care Customer Experience
(CX) in VA and VHA. Specifically, the VHA Office of
Community Care (OCC) does not have real-time
customer experience feedback mechanisms and
processes to collect and measure their customer
experience. This limits their ability to provide
proactive service recovery and evaluate and deploy
process improvements to improve VHA Community
Care customer experiences.
The lack of a centralized VHA Community Care
program feedback loop with corresponding analytics,
trending and case management inhibits the Office of
Community Care's ability to: respond rapidly to
emerging issues; gauge impacts from new processes
and legislation at a Community Care enterprise level;
provide service recovery for negative experiences; and
ultimately regain Veterans' trust in VA and Community
Care services.
MISSION Act implementation is scheduled for June 6,
2019 and the start of healthcare delivery for the new
Community Care Network contract is June 26, 2019.
The Veteran Choice costs the VA approximately $1
Billion/annually.
BUSINESS BENEFITS AND OUTCOMES (ROI)
This project will focus on using Human-Centered Design
(HCD), measurement and journey mapping around current
and ideal state for the entire Community Care end-to-end
process including Community Care Contact Centers (CC).
The process includes identification of pain points and
Moments that Matter, V-Signals survey design to measure
the identified moments that matter and CC customer service
for process improvements and service recovery, support of
implementation of solution, and integration between VSignals and existing Community Care CRM for service
recovery case management.
This effort will require the ability to access a list of
community care episodes of care (referrals to a community
provider) in order to associate the collected data to the
appropriate community provider and episode of care (epic
MIS-00009). Additionally, there is a need to create and store
the collected experience feedback data in the appropriate
tables in EPRS for association with the episode of care to
support the required reporting on this data (epic MIS-00010)
and to associate collected data to provider entries in PPMS
for association with provider quality and satisfaction scores
(epic MIS-00011).
This effort directly relates to SECVA's number one priority to
improve customer service and his number two priority to
fully support implementation of the MISSION Act .
SCOPE STATEMENT
VEO and the Office of VHA Community Care will work collaboratively to: 1) capture the voice and insights of the
customers – Veterans, caregivers, VA staff, & community providers; 2) utilize HCD research to identify pain points and
Moments that Matter along the VHA Community Care journey, and 3) develop V-Signals survey(s) with corresponding
data analytics and dashboards to measure the customer experience for both the Community Care contact centers and
the Community Care journey. The research and Moments that Matter will be used to inform where to institute
listening posts to gather additional feedback and inform continuous improvements. Surveys will be deployed via email
and dashboard results will be displayed via Veteran Signals (VSignals)/Medallia.
KEY DELIVERABLES
Human-Centered Design Deliverables:
Measurement Deliverables:
• HCD Research Report and presentation that provides
• Validated survey questions approved by OCC.
details about the research process and features research
• Measurable Journey maps of current and ideal state
participant profiles, quotes, key takeaways, and insights.
that highlight MTM and identify key survey
• Prioritized list of potential design opportunities for
deployment points.
improving CX in OCC.
• Iterative, refined sample survey questions that align
• Tested/refined prototypes and design solutions.
with customer feedback.
• Comprehensive recommendations for implementation
• User-friendly Medallia Dashboard, user access and
and further development of PX solutions (where
related training on using results.
applicable).
• Office of Management and Budget (OMB) approved
survey(s).
Patient Experience Deliverables:
• Establishment of a communication plan, including
• Manage deliverables and provide piloting plan.
implementation of timeline and milestones.
• Develop implementation tools and support
implementation of solutions.
RISKS AND ISSUES (Include Risk Response)
• Community Care Resourcing - This project encompasses
the contact centers and the transformational efforts of
the Office of Community Care. There is a risk to ensure
comprehensive understanding and engagement of
stakeholders. To respond to this risk, steps will be taken
to strategically engage all key stakeholders. Additionally,
a robust communication plan will ensure opportunities
are identified and resolved.
• Resource needs for large scope. Critical that EMD and PX
closely collaborate on HCD work and recommendations.
• Employee resistance for fear of retaliation; Notification to
the union partners on the data from the Dashboard as to
how it relates to employee accountability and possible
actions taken to improve the Veteran Experience.
ASSUMPTIONS/CONSTRAINTS
•
•
•
•
•
•
Data Sources & Integration - identifying the
data sources to indicate when a Veteran has
engaged in a moment that matters that will
trigger the V-Signals email solicitation may be
challenging as there are new tools being
deployed. Integrating with other VA systems
where necessary has the potential to delay
implementation as there will be OIT
dependencies.
Ongoing communication and engagement
between VEO and OCC are essential and may
impact timeline.
OCC will assist with recruiting interviewees for
HCD research and users during
prototype/testing.
Approval from OMB for survey usage.
Veterans will respond to the email survey.
VEO/OI&T will continue to maintain the
software and review the results for display on
Dashboard.
BUDGET AND RESOURCES (funding, people, equipment, facilities, software, etc.)
Please indicate if your project has funding.
☒ Yes
☐ No
Indicate resources needs: People, equipment, facilities,
software, etc. needed for this project.
VEO Contract Support: Booz Allen Hamilton, Vsignals.
FTE: Project Manager, PX and EMD support.
Travel: Site visits for HCD research, concept development,
piloting, and related training.
HCD research with locations TBD.
PROJECT CHARTER
This project charter document describes the purpose and the approach of the project, and lists the names of the project sponsor,
project manager, and all stakeholders. It also includes the initial estimate for the project budget, and will document formal
acceptance of the project upon signature. This document will be created by the Veterans Experience Office Portfolio Management in
coordination with the Executive Sponsor/designee and identified members of the project team.
MILESTONES SCHEDULE
Milestone
Target Completion Date
Kickoff Meeting
06/2019
Design research plan
06/2019
Conduct baseline research/literature review
06/2019
Complete initial HCD research and refine scope
07/2019
Complete Interviews with subject matter experts
082019
Research findings: framework, insights and opportunity areas
08/2019
Design Plan
08/2019
Design Concepts and Prototypes and Plan Implementation of Prototypes
09/2019
Design and pilot toolkits/solutions
10/2019
Design feedback report
10/2019
Refined Journey Map Prototype
10/2019
Final Report
11/2019
Configuration of Measurement Tool
12/2019
Wireframing for Measurement Tool
12/2019
Name
Curtis Carie
Jennifer Purdy
Scott Fromm
Lily Cuadra
Fredrick White
Erin Siminerio
Anil Tilbe
Jim Shaefer
Jenna Petersen
PROJECT TEAM (if applicable)
Function
VEO - Executive Director, Enterprise
Measurement and Design
VEO – Executive Director, Patient
Experience
VHA – Delivery Operations
VHA – Director, Customer Experience
VEO – Patient Experience Lead
VEO – Enterprise Measurement and
Design Program Lead
VEO – Director, Measurement and
Design
VHA – Director of Surveys (10A8)
Booz Allen Hamilton, Inc.
Responsibilities
Project Oversight
Project Oversight
Executive Sponsor
SME/Project Support
Project Manager
Project Support
Project Support/Survey Development
Senior Advisor
Contract Project Manager
AUTHORIZATIONS
Scott C Fromm
X 1683129
Refer to instructions on digital signatures.
X
Jennifer R Purdy 250272
Executive Sponsor Signature
Scott C. Fromm
Digitally signed by Jennifer R Purdy 250272
Date: 2019.06.07 08:36:54 -05'00'
Executive Sponsor Name
Delivery Operations
Jennifer R. Purdy
Acting, Executive Director for VA PX
X
VEO Responsible Executive Signature
Jennifer R. Purdy
VEO Responsible Executive Name
Acting, Executive Director for VA PX
Digitally signed by Scott C Fromm
1683129
Date: 2019.06.28 14:11:19 -06'00'
Date
Office Name
Date
Office Name
Veteran Experience Office
signed by Curtis M. Carie 297074
Curtis M. Carie 297074 Digitally
Date: 2019.06.28 07:39:45 -07'00'
X
Other Signature
Curtis Carie
Project Manager Signature
Frederick White
Project Manager Name
Veterans Experience Office – Patient Experience
Office Name
Frederick G. White 315173
Date
Digitally signed by Frederick G. White
315173
Date: 2019.06.06 16:54:08 -04'00'
Other Name
Title/Role
Executive Director for VA EMD
Office Name
Date
| File Type | application/pdf |
| Author | Tchi Sogoyou |
| File Modified | 2019-06-28 |
| File Created | 2019-06-06 |