Analytics customer support guide

Last Updated: 2026-09-29

Platform Analytics & Insights's mission is to empower Veteran Facing Services teams to make more data-informed decisions for better Veteran outcomes.

Please use this guide for more information about how to request analytics support from the team. Platform Analytics & Insights requests that correspondence be on the Github tickets.

How to request Analytics support

1. Request access to Google Analytics

As a part of the initial weeks of orientation

1. Make sure every team member has created a Google account using their @va.gov email. If they haven’t, they can do this by visiting this link and selecting the "Use my current email address instead" at Step 3.

2. Product managers will fill out and submit the Analytics Access request template on Github and check off Google Analytics. For privacy purposes, please fill out a support request in #vfs-platform-support with the requested user(s) email address.

3. “Analyst” role will be provided at the account level. Once access has been provisioned, confirmation will be made in the #vfs-platform-support request thread and users will receive an email from noreply-analytics@google.com.

Post Orientation: ad hoc Google Analytics access requests

1. Make sure the requested user(s) has created a Google account using their @va.gov email. If they haven’t, they can do this by visiting this link and selecting the "Use my current email address instead" at Step 3.

2. Fill out and submit the Analytics Access request template on Github and check off Google Analytics. For privacy purposes, please fill out a support request in #vfs-platform-support with the requested user(s) email address.

3. “Analyst” role will be provided at the account level. Once access has been provisioned, confirmation will be made in the #vfs-platform-support request thread and users will receive an email from noreply-analytics@google.com.

2. Request access to Domo

1. Domo is the business intelligence tool that Platform Analytics & Insights uses to create and share VA.gov KPI Dashboards. All live KPI Dashboards are viewable by anyone with access to the VA.gov Domo instance. To request access to Domo, use the Analytics Access request template on Github and check off Domo. For privacy purposes, please fill out a support request in #vfs-platform-support with the requested user(s) email address.

3. Request Google Tag Manager implementation

Platform Analytics & Insights provides Google Tag Manager (GTM) tagging implementation & QA on the Google Tag Manager system as a service of the Collaboration Cycle.

1. Discover

   1. Fill out the Google Analytics implementation request template on Github to request Google Tag Manager (GTM) and Google Analytics (GA) implementation and/or QA for your product.

      1. Please see the Platform Analytics Google Tag Manager documentation to see which web components & Design System components are automatically tracked.

   2. If your team has identified additional dimensions to track for your product, Platform Analytics & Insights will provide feedback and approval.

2. Build

   1. Platform Analytics & Insights identifies any new funnels.

   2. Platform Analytics & Insights creates events.

   3. VFS team writes the front end code.

3. Validate

   1. VFS team submits approval for QA from Platform Analytics & Insights through comments on the Github ticket.

   2. Platform Analytics & Insights provides feedback and approval.

   3. Platform Analytics & Insights pushes GTM changes to production. VFS teams push the front end in parallel.

      1. Platform Analytics & Insights pushes GTM changes in development, staging, and production.

   4. Platform Analytics & Insights can support validation that the analytics are tagging once the product is being used in production.

Questions? If you are looking for an in-person meeting with the team for Google Tag Manager support, please attend one of our office hours.

SLAs:

The following is a general guideline for implementation SLAs:

Platform Analytics & Insights pull request tickets into our queue by the following Wednesday (during Platform sprint planning or grooming).

• Once Platform Analytics has all of the requirements, GTM implementation usually takes approximately 1 sprint for Platform Analytics & Insights to complete on the Tag Manager side

• Platform Analytics QA can take up to 4-6 business days

4. Request a KPI Dashboard in Domo

Platform Analytics & Insights provides standardized KPI dashboards on the metrics that VA cares about for Forms, Search, and Content VFS products. To see if you should request a standardized dashboard, check Should I request a standardized KPI dashboard.

1. Fill out the KPI dashboard request template in Github to request a standardized KPI dashboard in Domo.

2. You must fill out a KPI Dashboard template to complete your request. You can use this Google Sheet or the attached Excel file below. The Google Sheet is also linked in the Github request template.

3. Once a completed KPI dashboard request is submitted, the Platform Analytics & Insights team will groom the request (during Platform sprint planning or grooming). Once the request has been pulled, Platform Analytics and Insights will add your VFS product to the appropriate standardized KPI dashboard in Domo. Your dashboard will be added shortly after that.

Follow this image to determine if a standardized KPI Dashboard is right for you

5. Additional Analytics Support

If you have any additional questions or concerns, you can reach out to Platform Analytics & Insights using the #vfs-analytics Slack channel or join us on Teams for twice a week for Office Hours:

Platform Analytics Office Hours - Tuesdays, 3:30-4pm ET

Platform Analytics Office Hours - Thursdays, 3:30-4pm ET

Help and feedback

• Suggest content changes to this page.

• Submit new Platform Website content.

• Get help from the Platform Support Team in Slack.

• Submit a feature idea to the Platform.