36C10X18R0141-001.pdf

My VA Verification Process Future State Design 5.b Version 2/08/2018 In ta ke

A na ly st

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VO

SB

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Po rt fo lio

M an ag er

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Ca se A na ly st (4

Se ni or A na ly st (5

Fe de ra l R ev ie w C oo rd in at or

(7

Fe de ra l R ev ie w er (8

D ire ct or

(9

Ca se C oo rd in at or (6

Sy st em F un ct io na lit y

(S

Sy st em F un ct io na lit y

(S

Sy st em F un ct io na lit y

(S

Sy st em F un ct io na lit y

(S

Phase

Vet has option to request time extension up to 10 Business Days. Everything beyond 10 days requires Fed approval. From 11 to 15 days requires Contractor Approval. More than 15 days requires Fed approval.The FRC can request an administrative removal if no documents are submitted after the 10 days

20/15/10 Estimated Values

SYSTEM

Individual is able to view account, exit the account, and log back into the account.

Veteran is also able to utilize any of the Home Screen Services, including: OSDBU Email Subscriptions (MyVA Verification Process Email/Call for Assistance with PTAC Counselors, Access Webinars Submit for PQA – Self-Assessment. Individual is also able to access the Verification process and submit for Verification after the account is created A functionality if the vet would like to register for a Pre-Application Webinar.

VOSB

wants access to the portal services?

VOSB

Uploads All required documents to the portal.

Hits Submit when complete

VOSB hits submit?

Intake Analyst Conducts prescreening of all required documents

Issues?

Intake Analyst Contact/Reach the VOSB

Intake Analyst Sends document request for missing/ incomplete documents

VOSB provide documents for

Issues Resolution?

Intake Analyst Selects Complete

Intake Review

Portfolio Manager Reviews case

Case Analyst Conducts Full Assessment

Senior Analyst Notifies VOSB via email/call to schedule appointment to Review Findings if needed

Senior Analyst Conducts Complete

Documentation Review. Updates Case

Notes

Recommends Escalation?

Yes 60%

Yes 20%

No 80%

Yes 80%

5% No

No 20%

200.8

10/25/15

200.9D 200.14D

200.17

Analyst Creates CCCR report and Enters Recommendation

Analyst Submits to Federal Reviewer through chain of command

Administrative Removal Subprocess

02/05/01 24/60/35

5/10/8

15/40/30 24/60/42

Clarifying Documents

Needed No 5%

Case Analyst Sends Clarifying

Document Request

Yes 50%

Case Analyst Review Clarification

Documents

VOS Submit Clarifying

Documents?

Yes 95%

No 5%

Sufficient to make a determination?

Yes 90%

Document Correction/ Clarification

Needed?

Senior Analyst Submit VOSB with a request for corrected documents

Yes 50% VOSB Submit Documents?

No 1%

Yes 99% Senior Analyst

Review Corrected/ Clarifying Documents

Sufficient to make a determination?

Yes 99%

No 1%

No 50%

15/40/306/120/90

8/5/2 60/240/120

Case Analyst Write-up the determination recommendation. Prepare recommendation documents, and Apply Risk Scores

Approve/Denial

Portfolio Manager/ Team Lead

Reassigns to Senior Analyst

Portfolio Manager/ Team Lead

Review the entire case to ensure no issues missed

85% Approve

15% Denial

Portfolio Manager/Team Lead

Reviews draft letter for typos and assigns Case Coordinator that case is ready for Federal Review.

Assigns to Case Coordinator

Case Coordinator Assigns case to Federal

Review Coordinator

Senior Analyst Reviews

Documentation.

Updates Case Notes

Approve/Post Review

Findings?

Senior Analyst Write Up the

Determination Recommendation for

Approved and prepare approval documents.

Apply Risk Scores

85% Approve

Federal Review Coordinator

Assign to Federal Reviewer

Federal Reviewer Review of case

Federal Review Coordinator

Assign to Portfolio Manager

Portfolio Manager Assigns to Senior Analyst

Senior Analyst Sends Notification Email about Post Review Findings Status to VOSB

VOSB response to PRF Notice?

Yes 95%

Senior Analyst Prepares Denial

Recommendation and Documents and re-assigns to FRC through Chain of Command

No 5%

VOSB

Submits Post Review

Findings Election Form

Withdraw/ Participate in PRF Process/Denial?

1% Denial

Case Coordinator Assigns to Federal

Review Coordinator

Denial

END

4% Voluntary Withdraws

Senior Analyst Reviews document submitted

Post Review Finding Issues

Corrected?

Yes 95%

No 5%

30/90/60

5/10/8 60/240/120

5/15/10

60/240/120

30/90/60

30/45/37

90/240/120

5/15/8

5/15/8

5/15/10

25/50/35

100.41

2/10/5

15/35/20

Federal Review Coordinator

Assign to Federal Reviewer

Federal Reviewer Reviews the Application

Recommendation and Prepare Report.

Can be send back for rework. Enters

Federal recommendation and updates Verification Recommendations

8/15/10

40/120/90

Director Reviews Letter

Federal Reviewer Provide explanation of disagreement and adjust Determination Report for

Director as needed

Federal Review Coordinator

Assigns Case to Portfolio manager.

Records in VCMS

Portfolio Manager Assigns case to

Senior Analyst or Case Analyst.

Records in VCMS

Additional Documents

Needed?

Senior Analyst Reviews and re-submits

80% No

Senior Analyst Contact Applicant to provide additional data

VOSB Responds?

20% Yes

Federal Reviewer Re-Evaluate the recommendation, reviews R4F decisions, and adjust Recommendation Report as needed

Agree with recommendation?

5% No

Agree with Recommendation?

Director Sign Letter

99% Yes

Director Provide Fed Reviewer the explanation of Disagreement.

Phone Call to resolve issue.

1% No

Denial / Approval? ENDXx% Approve

VOSB

Request for Re-

Consideration within 30 days of denial?

Xx% Denial

50% No

Federal Review Coordinator

Creates Task for OGC review of RFR

50% Yes

OGC

Reviews Request for Reconsideration and

Return Recommendation to

FRC

Federal Review Coordinator Reviews OGC

Recommendation and agrees or disagrees with OGC recommendation

Agree with OGC recommendation?

99.5% Yes

Federal Review Coordinator

Provide OGC the explanation of

Disagreement. Phone Call to resolve issue.

0.5% No

3/15/8 1/10/3

20/60/30

8/15/10

10/20/15

20/60/30 5/15/10

VOSB

Provide Clarification

Documents

100.44

95% Yes

10/30/20

5% No

3/10/15

60/90/45

Federal Review Coordinator

Pull New Cases from the System. Assign or Hold to relevant Case

Coordinator

Case Coordinator Assign to Portfolio

Manager

Portfolio Manager Assign to the Case

Analyst

5/10/8

5/10/8

300.0

5/10/8

Start Type of Request

Intake Analyst Runs and Reviews

Public Research and External Data reports for discrepancies and basic elements

Case Analyst Notifies VOSB via email/call to schedule appointment to Review Findings if needed.

VOSB

Goes to VIP.vetbiz.gov Login

Change Request (0.14%)

Contact Made?

Administrative Removal

CRRR

No 20%

Yes 80% Vet hits submit?

5% No

VCMS Clock starts when Vet creates new account

95% Yes

5/10/8

200.7

Estimated Values 25/30/35

100.a

5/15/10 Estimated Values

End

Intake Analyst Updates CRM Verification

Record

Intake Analyst Call the VOSB to Validate Changes

Intake Analyst Sends Request for VOSB to upload all relevant documents

Go to 500.0

This letter should provide information on pre-application resources; webinars, counselors, verification assistance web resources, self-assessment tool, links, name and contact telephone numbers. Letter content will be included using an email format

Administrative Removal

RDRR

VOSB

hits button to Apply for Verification

Service?

Account remains in a dormant stage after 30 days after inactivity. Email

Notification

XX%, No

End

Intake Analyst Receives call from

VOSB for Assistance

VOSB

User can select several services: webinar, PTAC

Counselor, Help Desk Support which is available at any time of the process.

Vet has option to request time extension up to 10 days. Everything beyond 10 days requires

Fed approval. , The FRC can request an administrative removal if no documents are submitted after the 10 business days

VOSB

Goes to VIP.vetbiz.gov.

Navigates to Portal

New Cases (83.72%)

Re-Verification Cases (10.86%)

VOSB

Received a Welcome Letter from the

Executive Director

VOSB

Validates Account by using a system automated email

100.35

100.6

100.11D

100.12

Application Clock Start.

Application Clock stops whenever a request for more documents is needed.

200.10

5/10/8

100.b

5/60/40

1/5/2 Estimated Values

No 40% XX %, Yes

Need Help?

5% Yes

If the Vet requires help, application clock starts until help issue is resolve

95% No

VOSB

Click the Help Button located in the webpage

Application Clock starts when Vet hits apply for Verification Service but remains at 0

SYSTEM

Creates Account

VOSB

Creates New User Accounts in SSOE

VOSB

Enter Required Information (email address, full name, contact information) and

Captcha and create password

Information is Validated

Yes

SYSTEM

Send a automated Welcome Letter from the Executive

Director

End

No

VOSB

Updates Account

Information

SYSTEM

Edit User Information

Profile

VOSB

Updates Account Information

Yes

No

VOSB

View New Account and Utilize Home Screen Services

VOSB

Enter DUNS Information

DUNS

Information is Valid?

VOSB

Provide Name and email address of all

Owners

Owners Select Designated

Representative

Yes

Business receives

Notification that DUNS is not correct

Designated Representative is Notified

Business Name and DUNS number are checked against D&B to determine whether business is valid Owners checked against system/D&B for additional owner/officer

Veteran/Representative enters names of other Owners and provides their contact information (email and phone number) A notification is sent to the Owners to validate that the designated Representative is the authorized person to enter account information The Owner(s) are associated with the Business Profile that is submitted for Verification

Yes

Business Owners validate that Veteran/ Representative is the authorized signer for all documents and actions going forward on behalf of business

No

SYSTEM

Sends the Owners the

Request for Authorized Signer

No

SSOE SYSTEM

Creates Account

SSOE SYSTEM

Transfers Vet information onto CRM

Case Assigned?

SYSTEM

Provides the phone number directly to the particular case analyst. It is then the case analyst’s responsibility to respond to the Help Case and record the resolution and close the associated task in CRM.

SYSTEM

Provides the phone number directly to the OSDBU Call Center. It is then the call center agent(s) responsibility to respond to the Help Case and record the resolution in CRM.

Yes

No

Vet Selection

VOSB

Selects PTAC Counselor from a List

Help Button

PTAC Counselor

SYSTEM

Sends automatic email to the PTAC Counselor. Upon acceptance, send automatic, acknowledgement email to the VOSB.

SYSTEM

Ask questions before uploading documents to reduce the time for VOSB to upload wrong documents.

Saves electronic document Provide detailed document description on the screen with option to select checkbox and textbox for the explanation if the document is not available.

SYSTEM

Locks the

Verification Record to prevent any further changes

Yes 95%

SYSTEM

Generate Public & External Data Report This is a pulls of information from the following databases to ensure the VOSB is indeed qualified to apply for verification;

SAM, EPS, DNB, BIRLS, MVIt

SYSTEM

Unlocks the VOSB Verification Record

SYSTEM

Sends automated email to VOSB that with each missing document hyperlinks that will automatically take the Veteran to a page where he/she can upload the docs.

SYSTEM

Account remains in a dormant stage after 30 days after inactivity.

Email

Notification

Account remains in a dormant stage after 30 days after inactivity. Email

Notification

SYSTEM

Creates appointment in

CRM.

CA needs to create interaction for recording start and stop time of the call if needed.

SYSTEM

Sends notification after 10 days on whether to withdraw or got denial.

SYSTEM

Locks the verification record if after 10 days documents are not updated.

VOS Request an Extension?

VOS Submit Clarifying

Documents?

SYSTEM

Case Notes updated

SYSTEM

Creates appointment in CRM.

CA needs to create interaction for recording start and stop time of the call if needed.

Accept PRF?

Yes

Federal Reviewer Create a task in CRM and return case to FRC (Chain of

Command) back to Senior Analyst

No

The system creates administrative record. This record is technically a summary of the entire case include all attachments that were sent. The record needs to be sent to the OHA

Federal Review Coordinator

Generate Administrative

Record

A veteran has 30 days to reapply for the verification process is he/she appeals the case. If no appeal, vet can reapply after 6 months if denied.

Administrative Removal CDRR

No

100.2 100.3

100.9 100.10 100.13D 100.14 100.16D

100.17S

100.18 100.22 100.26D

100.27D

100.28

100.29

100.51

100.42D

100.4S 100.5S

100.7SD

100.7S 100.8S 100.15S

100.19SD

100.20S 100.23S

100.24SD

100.25S

100.30SD

100.32S

100.33S

100.34S

100.36S

100.38S

100.39S

200.4D 200.6

200.11S

200.12S

300.5 300.6

300.7

300.8 300.9

300.10 300.11D

400.1 400.3

400.5D

400.6 400.8D 400.11 400.14D

400.9D

400.15

400.16D

400.4S 400.10S 400.13S

500.0 500.6

500.8D

500.9

500.10D

500.15

500.16D

500.17

500.18D

500.19 500.20 500.21D

500.22

500.23

500.24D

500.26 500.27

500.28D

500.5S 500.7S

600.0

800.0 700.1 700.2 700.3 700.4

800.0 800.1D 800.2 800.3

800.5 800.6

800.7D

700.5 700.6

800.8

700.7

700.8D

900.0 900.1D 900.2 900.3

900.4D 900.5D

Go To 500.22

Go to 500.2395% Participate in the PRF Process

Go To 700.0

Go To 500.0

Go to 700.0

From 500.21D

Go To 700.2

Go To 300.0

No

DECISION

Go To 700.3

Go To 900.0

95% Yes

SYSTEM

Unlocks the VOSB Verification Record

Case Analyst Creates a system task for the Intake Analyst

400.0

VOSB

Goes to VIP.vetbiz.gov Login

Is it a Change Request?

100.c

Go to 700.0

VOSB

Click on Change Request Service

100.1

No 99.83%

Yes 0.14%

0/0/0

0/0/0

0/0/0

200.0 200.2 200.3

1/5/2 Estimated

Values

0/0/0

0/0/0 0/0/0 0/0/0 0/0/0

0/0/0 0/0/0

0/0/0

0/0/0

0/0/0

0/0/0 0/0/0

0/0/0

0/0/0

0/0/0

0/0/0

0/0/0

0/0/0

0/0/0

0/0/0

0/0/0

0/0/0

0/0/0

0/0/0

0/0/00/0/0

0/0/0 0/0/0

0/0/0 0/0/0

0/0/0

0/0/0

5/10/8

5/10/8

5/10/8

ARP 01

ARP 02

60/90/45

0/0/0

100.37D

Account remains in a dormant stage after 30 days after inactivity. Email

Notification

100.1D

400.1D

200.1D

From 200.19S

8/5/2

400.7S

DECISION

START

On the 20th day of application the system sends a notification to vet to complete application by the 30th day; application will become inactive on the 30th day (Potential Future Enhancement PFE)

Veteran needs to be indicated when their case is escalated to priority status via email or a flag on the portal – this field needs to be permission based and controlled by FRC or Fed lead

Vet should not be able to submit a change request if they have an open application

System Sends Welcome letter email from the CVE Director to VOSBs for

New Cases

VOSB

Fill out the pre-qualification Questionnaire

SYSTEM

Creates a Level I Help Desk

Ticket

200.5

25/60/35

Intake Analyst First Welcome Call. Explain process details and documentation requirements and Pre-Qualification Report Issues

Assessment Starts Here

Go to 400.1

Are the documents provided sufficient? Yes XX%

Intake Analyst Sends Second document request for missing/incomplete documents

No

Yes

No

Is for a Denial Recommendation or

Escalated Cases?

XX% Escalated Cases

Agree or Disagree with the Denial

Recommendation?

XX% Denial Recommendations

Go to 500.19

Go to 700.1

Agree XX%

Disagree XX%

SYSTEM

Chain of Command Assignment

Activities

Go To 800.4

Go To 800.4

Site Visits can be requested anytime in the process.

Please review Site Visit Sub-Process Flow documented in this workflow map.

Administrative Removal

RDRR

VOSB provide documents for

Issues Resolution?

No

Yes

After two document requests administrative removal is authorized

SYSTEM

Creates a task for the Case Analyst

Yes Escalated?

Yes

Go to Activity 400.3

No

Go to Activity 400.3

No

Yes

Administrative Removal CDRR

VOS Request an Extension?

No

SYSTEM

Sends notification after 10 days on whether to withdraw or got denial.

SYSTEM

Locks the verification record if after 10 days documents are not updated.

VOS Submit Clarifying

Documents?

Yes

Yes

Go To 100.41 Senior Analyst Sends the Final PRF Notice

Withdraw/ Denial?

GO TO 100.43D

100.43D

END

Go To 500.22

Denial

Withdraw

From 500.25

500.25

Federal Reviewer Create a Task for the

Director to review and sign

800.4

Fed Reviewer Agree or Disagree with removal Recommendation

Fed Reviewer Processes the Administrative

Removal

Agree

Federal Reviewer returns case to

Analyst for Re-work through the chain of command

Disagree

Goes to any point of

Removal in the process

Go to Activity 500.9

All Processes’ Clocks Stop

Senior Analyst Write-up the determination Recommendation for Post Review Findings

(PRF) and prepare PRF Documents

Start

Pre-Verification Site Visit Process

Case Worker Request Site Visit

Case Worker Follow Assignment Chain of Command to Federal Review

Coordinator

Agree / Disagree?

Federal Review Coordinator

Back to the Case Worker

EndXX% No

Federal Review Coordinator Sends to Risk

Federal Review Coordinator

Agree / Disagree?

XX% Yes

Federal Review Coordinator

Back to the Federal Review Coordinator

XX% No End

Federal Review Coordinator

Assign to Site Visit Contractor

XX% Yes

Site Visit Contractor Conduct Site Visit and complete compliance/no compliance report to Federal Review

Coordinator

Federal Review Coordinator

Follow Assignment Chain of Command to Case Worker

End

15% PRF

100.21

100.31S

200.13 200.15D

200.16D

200.18D

200.19S

300.1S

300.3

300.4D

2/10/5

400.2D

400.12

500.2D

500.3

500.4S

500.1D

500.11D

500.12S 500.13S

500.14D

600.1

700.9

ARP 03D

ARP 04

ARP 05

Parallel Activities

SVP 01 SVP 02

SVP 03D

SVP 04

SVP 05

SVP 06D

SVP 07

SVP 08

SVP 09

SVP 10

All intake analysts are required to auto forward all calls to the call center so in case they are not able to answer the call

The VOSB should have the ability to change their PTAC Counselor at any stage if needed.

VOSB can also have more than one PTAC Counselor at one time.

Single 0877 document with one final page that will contain signatures of ALL the Owners

Intake Response Clock Time starts when Vet hits for help

Not for this build of VEMS

The Intake Analyst Welcome Call provides information on required documents: walk the Veteran through the list of required documents for his/her business type and answers any question. Also, explains the Case Analyst may need to request clarifying documents based on the results of the assessment. Set expectations for what the Veteran should expect next; how long the process will take, when should the Veteran expect to receive another phone call, what happens next, and when, within others.

Intake analyst will provide time frame for the next step when it will be assigned to case analyst.

All intake analysts are required to auto forward all calls to the call center so in case they are not able to answer the call

Regulatory Clock Starts Here

Webinar Process Workflow

VO

SB

Ca ll Ce nt er

Phase

VOSB

Register for Webinar VOSB Attends? VOSB has Issues

Attending?

VOSB

Attends Webinar

120.1

Go to 103.1

121.S

Call Center Assist the VOSB as needed

Start