Providing Help Desk Support

VA's Health Resource Center (HRC) operates a Help Desk for Veteran-facing Apps. Their responsibility is to provide the first line of support for users, including:

  • Assist users with logon issues, including assistance with acquiring a DS Logon level 2 (Premium) account.
  • Assist users with general questions about App functions and capabilities.
  • Report to WMS bugs found and user issues they cannot resolve.

HRC is not responsible for providing answers to clinical questions or issues, and will refer callers to their VA Health team.

The development team is responsible for training and providing materials to VA’s Help Desk personnel about the App. Coordination is handled by communicating with the HRC Manager.

Sustainment plans should include maintenance of these training materials and periodically reviews with the HRC to evaluate any VA App errors or problems.