Veterans & International Phone Numbers: A Solution?

by Alex Johnson 52 views

This article delves into the challenges faced by Veterans with international-only phone numbers when submitting Decision Review (DR) forms to the Department of Veterans Affairs (VA). It explores the current limitations, the need for interim guidance, and potential solutions to unblock these Veterans while the VA works on full international phone number support.

The Value Statement: Empowering Veterans

As a Product and Engineering Team, our primary goal is to empower Veterans. We want to understand what interim guidance we can provide Veterans who only have international phone numbers. Our aim is to unblock their ability to submit decision review forms while the development of international phone number support is underway.

Background: The Challenge of International Phone Numbers

Currently, all Decision Review forms (including Supplemental Claims, Higher-Level Reviews, and Notices of Disagreement) require a phone number. This requirement exists at the frontend, backend, and Lighthouse API layers. Unfortunately, international phone numbers are not yet supported, and the timeline for implementing this support depends on external teams. This situation presents two main scenarios:

  • Scenario A: Veterans with an international phone number and a U.S. address.
  • Scenario B: Veterans with an international phone number and an international address (potentially using MAS off-ramps).

We are aware of at least two Veterans who have been unable to submit their forms due to this limitation, and it is likely that many more abandon the process without reporting the issue. Therefore, there is a pressing need for interim guidance while we await the development of full international phone support. Providing options and clarity will help minimize disruption and frustration for our veterans.

Diving Deeper into the Problem

The core issue lies in the mandatory phone number field on the DR forms. This requirement is enforced across multiple layers of the VA's systems. When a Veteran attempts to submit a form with an international phone number, the validation checks fail, preventing the submission. This creates a significant barrier for Veterans living abroad or those who primarily use international numbers. The lack of support not only hinders their ability to access essential services but also potentially impacts the VA's efficiency in processing claims, leading to delays and increased workload.

To address this, we need to investigate potential workarounds and interim solutions that can bridge the gap until the full international phone number support is implemented. The goal is to find a solution that is both effective and sustainable, minimizing the impact on Veterans and the VA's internal processes. This will involve a comprehensive assessment of the current system, identification of potential vulnerabilities, and collaboration with various stakeholders to ensure a smooth and seamless transition.

Tasks: Unraveling the Requirements and Exploring Solutions

To address this issue effectively, we have outlined the following tasks:

  • Map Phone Number Validation Requirements: We need to thoroughly map the phone number validation requirements across all relevant layers: frontend validation rules, the Lighthouse API schema, the VBMS validation format (1NxxNxxXxxx), and the MAS processing behavior. This will give us a clear picture of where the validation occurs and what formats are accepted.
  • Investigate Making the Phone Number Field Optional: We will explore the feasibility of making the phone number field optional. This involves assessing downstream dependencies, estimating the effort required, and evaluating potential tradeoffs. By understanding the implications of this change, we can determine if it is a viable interim solution.
  • Test Workaround Feasibility: We will test a potential workaround: using a placeholder U.S. phone number along with the 4138 form (a form used to update contact information). We need to determine if this approach works across all validation layers for each scenario (international phone only, with and without an international address).
  • Document Guidance Options: We will document various guidance options, outlining the pros and cons of each. These options include:
    • Redirecting Veterans to paper forms.
    • Using a placeholder U.S. phone number and the 4138 form.
    • Making the phone number field optional.
    • Developing a scenario-specific hybrid approach.
  • Validate Findings with VBA OBA Stakeholders: We will validate our findings with relevant stakeholders from the VBA Office of Business Architecture (OBA), including Andrew Gray and Alejandro Mendiola. This will ensure that our proposed solutions align with their requirements and processes.

Dependencies: Collaboration is Key

Several dependencies are critical to the success of this investigation:

  • Access to Lighthouse API Schema Documentation: We need access to the Lighthouse API schema documentation to understand the validation rules and requirements.
  • Clarification from VBMS Team: We require clarification from the VBMS team regarding phone number validation behavior.
  • Input from VBA OBA: We need input from VBA OBA on mail automation processing requirements.
  • Guidance from Amy Lai (PO): We need guidance from our Product Owner, Amy Lai, on which path forward to pursue.

Acceptance Criteria: Defining Success

We will consider this investigation successful when the following criteria are met:

  • Documentation of Phone Number Requirements: We have documented the phone number requirements across all layers (frontend, backend, API, VBMS).
  • Feasibility Assessment of Optional Field Approach: We have a clear feasibility assessment of the optional field approach, including effort, impact, and tradeoffs.
  • Evidence of Workaround Validation: We have evidence of whether the placeholder number workaround passes all validation layers.
  • Documented Comparison of Guidance Options: We have a documented comparison of at least three guidance options, including stakeholder feedback.
  • Recommendation for Interim Guidance: We have a recommendation for an interim guidance approach, ready for a product decision.

Out of Scope: Focusing on the Core Issue

This investigation is specifically focused on addressing the international phone number issue for Decision Review forms. The following items are outside the scope of this investigation:

  • Implementing international phone number support (this is dependent on external teams).
  • Building new features or form changes (this spike is for discovery only).
  • Addressing phone number requirements for non-DR forms.

Open Questions: Addressing the Unknowns

Several open questions need to be addressed during this investigation:

  • Is the phone number truly required for VA processing, or just recommended?
  • Will placeholder numbers trigger VBMS validation errors as expected, or pass through?
  • Does scenario B (international address) actually prevent phone validation issues before off-ramping?
  • What manual remediation burden would the contact center face if we recommend placeholder workarounds?

Designs and Build Notes: Investigation Only

This spike is purely an investigation, so there are no designs or build notes associated with it.

Outcome, Success Measure, KPIs, and Tracking Link: Defining and Measuring Success

The primary outcome of this investigation is to provide clear, documented guidance that the Product team can present to Veterans who are currently blocked from submitting their DR forms. Additionally, we aim to provide an informed recommendation on whether prioritizing the implementation of an optional phone number field is warranted.

Success will be measured by:

  • The clarity and comprehensiveness of the documented guidance.
  • The feasibility and practicality of the recommended interim solution.
  • The level of stakeholder buy-in and support for the proposed approach.

Definition of Ready: Starting Strong

Before commencing this investigation, we need to ensure that the following criteria are met:

  • A clear investigation scope and identified stakeholders.
  • Documented dependencies on external teams.
  • A time-boxed schedule (suggested 1-2 sprints for discovery).

Definition of Done: Completing the Investigation

This investigation will be considered complete when the following criteria are met:

  • All tasks are completed.
  • Findings are documented and shared with Amy Lai and VBA OBA.
  • A recommended interim guidance path forward is identified.
  • Any follow-on work is captured in child tickets for the backlog.

By following this structured approach, we aim to provide Veterans with international phone numbers the support they need while a permanent solution is developed.

**For more information on VA services for veterans, visit the official Department of Veterans Affairs website.