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VA Code in Flight Submission - Veterans Affairs Medical Center (VAMC) Contact Center Modernization (VCCM) v1.5 Rel 5 Build 1.5.0.1 (docs only)
Revision: 4
Please use this identifier to cite or link to this publication: http://hdl.handle.net/10909/11329
The Veteran Affairs Medical Center (VAMC) Contact Center Modernization (VCCM)
project was formerly known as the Fix the Phones (FtP) project and was changed to VCCM in January 2017. The VCCM system utilizes Microsoft technology, specifically Customer Relationship Management (CRM) software surfaced through the United Service Desk (USD) front-end application, along with internet based technology, to pull data from the Veterans Health Administration (VHA) system of record for medical center information. The VCCM system also pulls data from the Veterans Health Information Systems and Technology Architecture (VistA) to respond to Department of Veterans Affairs (VA) medical care inquiries. Call Center Agents (CCAs), Pharmacy, Triage Advice Nurses (TANs), and Patient Aligned Care Teams (PACT) at VA National Call Centers (NCCs) will use the system to respond to Patient requests, such as scheduling/changing appointments, processing medication refills, connecting with providers, and receiving disease/symptom advice.

The VCCM project falls under the Veteran Centered Experience (VCE) program. The VCCM project aims to provide VA employees who communicate with Veterans a single desktop view with consistent and up-to-date information, as well as rapid and accurate issue resolution, for every caller. The VCCM CRM application utilizes Microsoft (MS) Dynamics CRM as the base of its functionality. MS Dynamics CRM is supported by a Structured Query Language (SQL) Server database that stores all of its records. Its user base is created using VA’s MS Active Directory (AD) and is further maintained within MS Dynamics CRM’s security role administration tools.

The Veteran Experience Feedback Tool (VEFT) component has been added to the VCCM requirements and will replace the Patient Advocate Tracking System (PATS), which captures Veterans’ feedback as they receive services from the Department of Veterans Affairs (VA) and generates a Report of Contact (ROC). The VEFT solution will be an integrated Microsoft Dynamics Customer Relationship Management (CRM) system developed under the VCCM code base, workflows, and existing functionality.
Revision Version
Submitted By
Submission Date
Certified
Notes
4OIT EPMO Open Source Coordination Office03-20-2018Adding updated docs.
3OIT EPMO Open Source Coordination Office03-20-2018Adding updated docs.
b4.0.0.3OIT EPMO Open Source Coordination Office12-04-2017This revision makes available the in flight source code for Release 4 Build 4.0.0.3 which is currently under development.
1OIT EPMO Open Source Coordination Office10-07-2017

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