an 8(a) and Woman-Owned Small Business 9/23/15 Middle Bay Application Support Process Overview

Who is the VA Mobile Service Desk?  The VA Mobile Service Desk uses a self-service ticketing system, live phone support and warm call transfers to provide the best customer service experience possible  Three tiers of support servicing Clinicians and Nurses  Two tiers of limited support for Veterans and at home Care Providers 2 The VA Mobile Service Desk supports and troubleshoots the use of VA Developed Applications and VA provided mobile devices all over the United States.

Why do I need the VA Mobile Service Desk? Engaged Technical Support Partner We provide you a Subject Matter Expert to manage your application with the VA Mobile Service Desk and with the Health Resource Center. Proven customer support structure for end users Our team includes three tiers of technicians providing your end user an excellent customer experience. Transparent and easy to use data interface. The service desk’s self service portal serves as a user friendly interface for your application’s trouble tickets. Efficient issue and defect management Our team offers real-time defect escalation and timely reporting capabilities during your Field Test and National Release 3

Engaged Technical Support Partner Your Subject Matter Expert is your support partner!  Your SME stays actively engaged with you through the life-cycle ticket  Your SME becomes a VA Mobile Service Desk specialist for your application, and ensures the HRC is prepared for your veteran facing application Procedure: Execute Meeting 1, the Critical Data Meeting Transfer of knowledge to your Subject Matter Expert Understand the life-cycle ticket process Understand the application support process Materials View these materials before attending this meeting: Welcome Letter, PM Checklist, and Collateral Material Reference SheetWelcome LetterPM ChecklistCollateral Material Reference Sheet 4

3 Tiers of Trained Technicians for Troubleshooting 5 Procedure: Execute Meeting 2 Receive collateral materialReceive collateral material, Acquire training for internal support structures. Materials User manual drafts or completed versions, FAQ’s Document, Known Issues Document Clinician MSD Tier 1 MSD App SME Team Middle Bay LOE Group App Developer or PM or Business Owner Veteran HRC Tier 1 MSD App SME Team Middle Bay LOE Group App Developer or PM or Business Owner Our expert technicians troubleshoot with your end user over phone, and web. Clinician Facing Support Structure Veteran Facing Support Structure

User friendly Self Service Portal for Trouble Tickets. 6 The Web Help Desk’s online portal will host an interface for you and your end users to submit tickets on the application.  We offer a self service portal at help.vamobile.us  Creating request types that serve as issues reports Procedure: Execute Meeting 3 Decide on final request types Determine reporting expectations Set up your users for field test Materials Standard Request Types Test user template

Defect Support for Field Test and National Release 7 We will work with you to design a custom escalation protocol for your defects, for both testing and national release!  Your SME identifies your desired path to defect resolution  Your SME customizes a replicable escalation path for your app’s issues. Procedure: Execute Meeting 3 Discuss Standard Escalation ProcessesEscalation Processes Determine the desired path Materials Test User Template

Resources  Project Manager Welcome Letter Project Manager Welcome Letter  Project Manager Checklist Project Manager Checklist  Collateral Material Reference Sheet Collateral Material Reference Sheet  How to Access Your Life-cycle Ticket How to Access Your Life-cycle Ticket  VA Mobile Service Desk Self Service Portal VA Mobile Service Desk Self Service Portal  Escalation Processes Escalation Processes  Support Structure for Veteran Facing Apps Support Structure for Veteran Facing Apps  Support Structure for Clinician Facing Apps Support Structure for Clinician Facing Apps 8

Summary Overview 9 Engaged Expert Technical Support Partner Proven customer support structure for end users Transparent and Easy to use data interface Efficient issue and defect management