Monitoring & Decision Support – SQL Server Reporting Service (SSRS) 1-4 Monitoring & Decision Support – Reports SQL Server Reporting Service (SSRS) MON-RPT 1-2 Monitoring & Decision Support – Dashboard Microsoft Dynamics CRM SQL Server Reporting Service (SSRS) MON-Dash 1-3.4 Monitoring & Decision Support – Alerts Microsoft Dynamics CRM Cisco Unified Contact Center Enterprise (UCCE) – provided by VA Bucher-Suttor Connector for Microsoft Dynamics CRM Cloud Monitoring – provided by the cloud hosting provider MON-Alert 1-3 Monitoring & Decision Support-Business Analysis Microsoft Dynamics CRM SQL Server Reporting Service (SSRS) PowerPivot MON-Bus 1-4 Information Technology Security & Access Provided by the Cloud IT-SEC 1-11 Information Technology Communications Microsoft Live Meeting Unified Contact Center Enterprise (UCCE) – provided by VA Bucher-Suttor Connector for Microsoft Dynamics CRM WhosOn Live Chat Software for Microsoft Dynamics CRM from PARKER software IT-COMM 1-11 Graphical User Interface (GUI) Microsoft Dynamics CRM TK Process Builder Telerik ASP.NET Controls Microsoft Office GUI 1-22
8. Interfaces External to OIT ID Name Related Object Input Messages Output Messages External Party 1 Active Directory Federated Services VA Network Active Directory Synchronization Messages Active Directory Synchronization Messages VEMS Cloud Solution 2 Secured Web Services VA Network Secured data queries Secured data result sets VEMS Cloud Solution 3 Secured Web Services VEMS Cloud Solution Secured data queries Secured data queries Public Internet SAM Lexis/Nexis Experian D&B WestLaw Legal
the devices/systems requesting data Secured Web Services Security Services Authorizes and Authenticates requests for data to end and external systems Security-centric Web Services None Active Directory Federated Services Data Aggregation Services MS Office Suite The Microsoft Office Productivity Suite, including Outlook, Word, Excel, and PowerPoint None Active Directory Federated Services Presentation Services, Analytical Services Persistent Storage Services Document Management, and SQL) MS Dynamics CRM Services The Microsoft Dynamics CRM application and services None None CRM Services MS SharePoint SharePoint content management and document storage N/A N/A SharePoint Services CRM software components to the Dynamics application None None PowerSearch eSignature Analytical Services Software components to deliver business intelligence functionality on CRM-related data and process metrics None None CRM Analytical Services Email Routing Services Software components to integrate email to the CRM services None None Microsoft Email Router for Dynamics CRM Data Aggregation Services Secured data services to retrieve data for VEMS Data Aggregation Services VEMS Data Aggregation Services SAM Web Services Lexis/Nexis Web Services
integration in to the verification process and the VEMS databases Experian Web Services Dun & Bradstreet (D&B) Web Services WestLaw Legal Web Services Table 10: Internal Data Components ID Name Data Stored Steward Access 1 Email Storage Email and email attachments VEMS Cloud Provider Create, Retrieve, Update, Delete 2 Document Storage Digital Documents VEMS Cloud Provider Create, Retrieve, Update, Delete 3 Structured Data Structured data and related metadata Process metrics Workflow rules VEMS Cloud Provider Create, Retrieve, Update, Delete The following diagram demonstrates the subcomponent architecture that creates the VEMS ecosystem and identifies major interaction points and interfaces.
Computer Telephony Integration System Start Submission Timer Activity Timers Auditing Notification Customized Notifications Data Quality Check Continue to Phase Two: Examination Phase Two: Initiation Phase 12: Initiation Activities and Required Functionality Performed By Task Description Required CRM Functionality System and Eval Staff Score submitted data Scoring 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 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 Activity Timers Email Customized Notification/ Alerts If failure (incomplete and exceeds timers), send withdrawal letter Letter Generation Auditing Activity Timers Reminders/Alerts
Auditing Activity Timers Reminders/Alerts Phase Four: Evaluation Phase Table 14: 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 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
Review documentation 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 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 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 2: Customer Service Center Table 16: Call Center Activities and Required Functionality Performed By Task Description Required CRM Functionality System Accept incoming call IVR Web Chat 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 Letter generation Online document review Notifications/Alerts Reminders Exam 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 Web Chat 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