5 - Case Management System.pdf
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- Military OneSource - Deputy Assistant Secretary of Defense for Military Community and Family Policy
- Solicitation number
- 47QFCA19R0003
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MC&FP Enclave (DISA) Helpdesk Services Tools
Website Statistical Tools
Acquisition Tools
Program Research Tools
Data Warehouse
Content And
Websites
Real Time
Websites and
Applications
Government Hosted Case Management System (CMS)
CMS Interfacing
MC&FP Strategic Outreach
CMS
Database
Knowledge Management Application (Contractor Provided)
Military OneSource
CMS UI
SECO UI
Resource Request
System UI
Core
CMS
MC&FP
Tools UI
After Action Report
(AAR)
Web Service XML formatted data stream
NIPRNET
User Interface
(UI) Frontends
To Support
Specific
Program
Needs
Contractor Responsibility
Call Center
Validate Case Data From The Network.
Then update the Government CMS with the Information either manually with the Military OneSource CMS UI or electronically through the AAR XML feed.
Case Activity Report
(CAR)
Collect Case Summary Data from the Provider Network
Provider Network
Government Responsibility
Available Services Telephony Data Gathering
Business Processes And Scripts
Contractor Provided Call Center Resources
Department of Defense
Technical Diagram T-000001
1/26/2018
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Case Management System Interfacing
The government owned and hosted Case management system will be the centralized program participant repository used by all MC&FP programs that require CMS services. The web based application will be used by multiple contractors simultaneously.
1. MC&FP will:
1.1. Manage the CMS hardware and Software
1.2. Maintain a helpdesk to support CMS users
1.3. Augment and implement new data and business processes for emerging programs
2. The Contractor shall:
2.1. Record case information in CMS
2.2. Be responsible for the exchange of the information with the provider network
2.3. Record quick call contacts into the CMS
3. Typical information flow for a call center event:
3.1. Call center answers the phone call
3.2. Call center determines caller basic needs
3.3. Call center start a case or logs a Quick Call Contact (Military OneSource CMS UI)
3.4. Participant gets counseling from provider
3.5. Provider provides case information to contractor (See CAR)
4.6. Contractor validates provider data
3.7. Contractor updates Government CMS with validated case data either manually with the online interface (Military OneSource CMS UI) or through the government CMS XML input feed (AAR XML Feed)
Department of Defense
Technical Diagram T-000001
| Att 20 TD T-000001_IT_Updates2018.vsdx |
| svg10 |
| Page-2 |
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