Improve problem and incident management for the BC Wallet

[knguyenBC]

Background

When the app experiences issues, the team struggles to acquire information on the issue. The only information comes from support emails reported by users and agents. This makes it hard for the team to investigate, as:

• support agents need to go back and forth with the user to gather more information
• The information acquired by support agents are only surface level information users can discover themselves (i.e. not backend mechanics)
• More detailed information acquired can only be done with one-on-one troubleshooting sessions with a support agent through remote troubleshooting
• user reports may not be reliable
• the team doesn't have visibility on reports made to other support centres

The team needs a better method to acquire more information when an issue occurs to help address incidents in real time and minimize impact, and finding the root cause to prevent them from happening in the future.