For instructions on using this template, please see Notes to Author/Template Instructions on page 9.

Notes on accessibility: This template has been tested and is best accessible with JAWS 11.0 or higher.
For questions about using this template, please contact CMS IT Governance. To request changes to the
template, please submit an TLC Process Change Request (CR).

<Project Name/Acronym>
User Manual
Version X.X
MM/DD/YYYY

UM Version X.X 1 <Project and release name>

CMS TLC List of Tables

Table of Contents
1. Introduction.................................................................................................................1
1.1 Overview..............................................................................................................1
2. Getting Started............................................................................................................2
2.1 Cautions & Warnings...........................................................................................2
2.2 Set-up Considerations.........................................................................................2
2.3 User Access Considerations...............................................................................2
2.4 Accessing the System.........................................................................................2
2.5 System Organization & Navigation.....................................................................2
2.6 Exiting the System...............................................................................................2
3. Using the System.......................................................................................................3
3.1 <Given Function/Feature>..................................................................................3
3.1.1 <Given Sub-Function/Sub-Feature>.............................................................3
4. Troubleshooting & Support.......................................................................................4
4.1 Error Messages...................................................................................................4
4.2 Special Considerations.......................................................................................4
4.3 Support................................................................................................................4
Appendix A: Record of Changes....................................................................................5
Appendix B: Glossary.....................................................................................................6
Appendix C: Referenced Documents............................................................................7
Appendix D: Approvals...................................................................................................8
Appendix E: Notes to the Author/Template Instructions............................................9

List of Figures
No table of figures entries found.

List of Tables
Table 1 - Support Points of Contact..................................................................................4
Table 2 - Record of Changes.............................................................................................5
Table 3 - Glossary..............................................................................................................6
Table 4 - Referenced Documents......................................................................................7

UM Version X.X 2 <Project and release name>

CMS TLC List of Tables

Table 5 - Approvals............................................................................................................8

UM Version X.X 3 <Project and release name>

CMS TLC Troubleshooting & Support

1. Introduction
Instructions: Provide full identifying information for the automated system, application,
or situation for which the User Manual applies, including as applicable, identifications
number(s), title(s)/name(s), abbreviation(s)/acronym(s), part number(s), version
number(s), and release number(s). Summarize the purpose of the document, the scope
of activities that resulted in its development, the intended audience for the document,
and expected evolution of the document. Also describe any security or privacy
considerations associated with use of the User Manual.
This User Manual (UM) provides the information necessary for <types of users> to effectively
use the <System Name (Acronym)>.

1.1 Overview
Instructions: Briefly describe in general terms the system/application and the purpose
for which it is intended, written in non-technical terminology. Consider including a high-
level, business context diagram(s) for the system. The description should include, but is
not limited to, the following:
 Key features or major functions performed by the system/application
 Architecture of the system in non-technical terms (e.g., client server, Web-based,
etc.)
 User access mode (e.g., graphical user interface)
 System environment or special conditions

UM Version X.X 1 <Project and release name>

CMS TLC Troubleshooting & Support

2. Getting Started
Instructions: Provide a general walkthrough of the system from initiation through exit.
The logical arrangement of the information should enable the user to understand the
sequence and flow of the system. Use screen prints to depict examples of text under
each heading. All screen prints must have a caption and an associated tag providing
appropriate alternative text for Section 508 compliance.

2.1 Cautions & Warnings

Instructions: If applicable, identify any cautions or warnings that the user should know
about before using the system (e.g., noted prohibitions, penalties for unauthorized
access, etc.). If waiver use or copy permissions need to be obtained, describe the
process.

2.2 Set-up Considerations

Instructions: Briefly describe and graphically depict as appropriate the equipment,
communications, and network configuration of the system in a way that a non-technical
user can understand. Include the type of computer input and output devices. Describe
any set-up considerations.

2.3 User Access Considerations

Instructions: Describe the different users and/or user groups and the restrictions placed
on system accessibility or use for each.

2.4 Accessing the System

Instructions: Provide detailed information and describe the procedures necessary to
access the system. If applicable, include how to get a user ID and log on to the system,
as well as the actions a user must take to change and/or reset a password.

2.5 System Organization & Navigation

Instructions: Describe in general terms the organization of the system (e.g., the system
menu or home page) and the navigation paths to the main functions/features. Each
system function/feature should be described under a separate sub-section header, as
appropriate.

2.6 Exiting the System

Instructions: Describe the actions necessary to properly exit the system.

UM Version X.X 2 <Project and release name>

CMS TLC Troubleshooting & Support

3. Using the System

Instructions: Provide a detailed description of each user function and/or feature,
explaining in detail the characteristics of the required input and system-produced
output. Each function/feature should be described under a separate sub-section
header, 4.1-4.x, and should correspond sequentially to the system functions (e.g., menu
items) and/or features listed in certain sub-sections found in this document. Include
screen prints as needed to depict examples. This section of the User Manual may also
be tailored or customized based on defined user roles, if appropriate.
If applicable, include sub-sections that describe the pre-programmed and/or ad hoc
query and retrieval capabilities of the system and associated user procedures (e.g.,
sequenced control instructions to extract query requests from the database). Include
the query name or code the user would invoke to execute the query and any query
parameters.
If applicable, include sub-sections to describe and depict all standard and/or ad hoc
report capabilities available to the end user and any associated user procedures.
Include formats for each available report and the meaning of each field shown on the
report. Also describe any special formats associated with ad hoc reports that the user
may be able to create. Provide detailed instructions for executing and printing the
different reports that are available. Include descriptions of output procedures, identifying
output formats and specifying the output’s purpose, frequency, options, media, and
location.
The following sub-sections provide detailed, step-by-step instructions on how to use the various
functions or features of the <System Name and/or Acronym>.

3.1 <Given Function/Feature>

Instructions: Describe the specific system function or feature in detail and depict
graphically by including screen prints and descriptive narrative as appropriate. Ensure
each screen print is captioned and has an associated tag providing appropriate
alternative text for Section 508 compliance. Describe, in detail, active links on any
screen print illustrated so that the user knows what options are available. Provide
information on menus and functionalities that the user must master, expected
output/results, and any special instructions. Identify any caveats and exceptions that the
user may encounter specific to the system function.

3.1.1 <Given Sub-Function/Sub-Feature>

Instructions: Include additional sub-sections as necessary for system sub-functions or
sub-features, if they exist.

UM Version X.X 3 <Project and release name>

CMS TLC Troubleshooting & Support

4. Troubleshooting & Support

Instructions: Describe all recovery and error correction procedures, including error
conditions that may be generated and corrective actions that may need to be taken.
Organize the information in sub-sections as appropriate. The following are common
sub-sections that may be included as appropriate.

4.1 Error Messages

Instructions: Identify the error messages that a user may receive and the likely cause(s)
and/or possible corrective actions for the error. If the list is extensive, this information
may be best provided in an appendix to the document that is referenced here.

4.2 Special Considerations

Instructions: If applicable, describe any special circumstances, actions, caveats,
exceptions, etc., that should be considered for troubleshooting.

4.3 Support
Instructions: Provide information on how the user can get emergency assistance and
system support (e.g., help desk support, production support, etc.). Include the names of
the responsible personnel and organization(s), telephone numbers, and email
addresses of the staff who serve as points of contact for system support. The following
table is provided as an example and may be modified as needed. Also provide
instructions for how identified problems with the system are to be reported. Include
instructions for security incident handling, as appropriate.
Table 1 - Support Points of Contact
Contact Organization Phone Email Role Responsibility
<Contact <Organization <Phone <Email <Role <Responsibility
Name> > > > > >

UM Version X.X 4 <Project and release name>

CMS TLC Appendix E: Notes to the Author/Template Instructions

Appendix A: Record of Changes

Instructions: Provide information on how the development and distribution of the User
Manual will be controlled and tracked. Use the table below to provide the version
number, the date of the version, the author/owner of the version, and a brief description
of the reason for creating the revised version.
Table 2 - Record of Changes
Version Number Date Author/Owner Description of Change
<X.X> <MM/DD/ CMS <Description of
YYYY> Change>
<X.X> <MM/DD/ CMS <Description of
YYYY> Change>
<X.X> <MM/DD/ CMS <Description of
YYYY> Change>

UM Version X.X 5 <Project and release name>

CMS TLC Appendix E: Notes to the Author/Template Instructions

Appendix B: Glossary
Instructions: Provide clear and concise definitions for terms used in this document that
may be unfamiliar to readers of the document. Terms are to be listed in alphabetical
order.
Table 3 - Glossary
Term Acronym Definition
<Term <Acronym <Definition
> > >
<Term <Acronym <Definition
> > >
<Term <Acronym <Definition
> > >

UM Version X.X 6 <Project and release name>

CMS TLC Appendix E: Notes to the Author/Template Instructions

Appendix C: Referenced Documents

Instructions: Summarize the relationship of this document to other relevant documents.
Provide identifying information for all documents used to arrive at and/or referenced
within this document (e.g., related and/or companion documents, prerequisite
documents, relevant technical documentation, etc.).
Table 4 - Referenced Documents
Document Name Document Location and/or URL Issuance Date
<Document <Document Location and/or <MM/DD/
Name> URL> YYYY>
<Document <Document Location and/or <MM/DD/
Name> URL> YYYY>
<Document <Document Location and/or <MM/DD/
Name> URL> YYYY>

UM Version X.X 7 <Project and release name>

CMS TLC Appendix E: Notes to the Author/Template Instructions

Appendix D: Approvals
The undersigned acknowledge that they have reviewed the User Manual and agree with the
information presented within this document. Changes to this User Manual will be coordinated
with, and approved by, the undersigned, or their designated representatives.
Instructions: List the individuals whose signatures are desired. Examples of such
individuals are Business Owner, Project Manager (if identified), and any appropriate
stakeholders. Add additional lines for signature as necessary.
Table 5 - Approvals
Document Approved By Date Approved

Name: <Name>, <Job Title> - <Company> Date

Name: <Name>, <Job Title> - <Company> Date

Name: <Name>, <Job Title> - <Company> Date

Name: <Name>, <Job Title> - <Company> Date

UM Version X.X 8 <Project and release name>

CMS TLC Appendix E: Notes to the Author/Template Instructions

Appendix E: Notes to the Author/Template Instructions

This document is a template for creating a User Manual for a given investment or
project. The final document should be delivered in an electronically searchable format.
The User Manual should stand on its own with all elements explained and acronyms
spelled out for reader/reviewers, including reviewers outside CMS who may not be
familiar with CMS projects and investments.
This template was designed based on best practices and information to support CMS
governance and IT processes. Use of this template is not mandatory, rather programs
are encouraged to adapt this template to their needs by adding or removing sections as
appropriate. Programs are also encouraged to leverage these templates as the basis
for web-based system development artifacts.
This template includes instructions, boilerplate text, and fields. The author should note
that:
 Each section provides instructions or describes the intent, assumptions, and
context for content included in that section. Instructional text appears in blue
italicized font throughout this template.
 Instructional text in each section should be replaced with information specific to
the particular investment.
 Some text and tables are provided as boilerplate examples of wording and
formats that may be used or modified as appropriate.
When using this template, follow these steps:
1. Table captions and descriptions are to be placed left-aligned, above the table.

2. Modify any boilerplate text, as appropriate, to your specific project.

3. All documents must be compliant with Section 508 requirements.

4. Figure captions and descriptions are to be placed left-aligned, below the

figure. All figures must have an associated tag providing appropriate
alternative text for Section 508 compliance.

5. Delete this “Notes to the Author/Template Instructions” page and all

instructions to the author before finalizing the initial draft of the document.

UM Version X.X 9 <Project and release name>