1.0 DMDC
Support Center (DSC)
1.1 The DSC provides 24 hour a day, seven days
a week global support for Defense Enrollment Eligibility Reporting
System (DEERS) and Military Health System (MHS) problems that may
arise. The DSC is intended to support users who are experiencing
problems with applications or interfaces. This support center does
not deal with individual beneficiary data or eligibility problems
within DEERS.
1.2 Contractors must fulfill the following obligations
before contacting the DSC for problem resolution:
1.2.1 Only two individuals (one
primary, one backup) per contractor per region or contract may contact
the DSC. It is the responsibility of the contractor to designate
these individuals, inform their organization that all issues must
be routed through either of these two people, ensure these two individuals
are properly trained, technically competent and available, and ensure
compliance with this requirement.
1.2.2 Contractors will forward the
names, Social Security Numbers (SSNs), telephone numbers, and e-mail
addresses of their contract and/or regions’ designated primary and
backup Points Of Contact (POCs) via password protected or encrypted
e-mail to the Defense Health Agency (DHA) Program Manager and/or
Contracting Officer’s Representative (COR) as directed. A contact
number should be included in the e-mail for any follow-up that may
be required. Each name listed should indicate whether the individual
is the primary or back-up POC.
1.2.3 Contractors will forward updates
to their primary or backup points to DHA as directed. Updates will
provide the replacement’s notification information as identified
above as well as identifying who is being replaced. Individuals
who contact the DSC who are not on the approved list, but should
be, will be requested to have their manager/supervisor submit e-mail
containing updated POC information to the Help Desk.
1.3 The Help
Desk will not modify the Approved List without supporting e-mail
from the contractors.
1.3.1 Individuals who contact the DSC who are not
on the approved list and who are not replacing a current primary
or backup POC will be asked to coordinate their issues with their designated
POCs.
1.3.2 Contractors must make reasonable efforts to
internally resolve any issue prior to use of the DSC. For example,
the contractor must verify connectivity on its own network.
1.3.3 The contractor
will provide an adequate amount of information to the DSC so that
a problem can be replicated before requesting DMDC’s support.
1.3.4 Issues
submitted with inadequate information will be returned to the submitting contractor.
1.4 The DMDC
is not responsible for any problem caused by the following:
1.4.1 Use of
DMDC applications or services for other than the specific purpose
for which it was designed.
1.4.2 Use of DMDC applications or
services on any systems other than the specified incorporation of
attachment of a feature, program, or device to any DMDC application
or service, or any part thereof.
1.4.3 Any nonconformance caused
by accident, transportation, neglect, misuse, alteration, modification,
or enhancement of DMDC applications or services.
1.4.4 The failure
to provide a suitable installation environment supported hardware
platform and/or operating system.
1.4.5 Use of defective media or
defective duplication of DMDC applications or services.
1.4.6 Failure
to incorporate any previously released update.
1.4.7 Communications
issues.
1.4.8 Firewalls external to DMDC.
1.4.9 Software
distribution and installation of software used by the contractor.
2.0
DMDC
Support Office (DSO)
2.1 The DSO researches and resolves personnel or
person discrepancies and corrects enrollment records within DEERS.
DSO hours of operation are 0600-1530 (Pacific Standard Time (PST).
Information on contacting and reporting issues to the DSO can be
found in the Problem Reporting Guide.
2.2 The contractor must take all
corrective actions within their capability before logging a ticket with
DSO. This includes retroactive actions to the earliest possible
date in the Government furnished web-based enrollment system/application,
even if an additional date change is required through DSO. Contractors
shall have a quality control process in place to ensure the problem
cannot be further corrected using the Government furnished web-based
enrollment system/application. The quality control process must
also review all actions to ensure that requests are appropriate
and accurate and that sufficient information about the problem is
provided on the request.
2.3 Any request that is not clear
or complete will be returned to the requesting contractor with a “Note
to Contractor/Submitter” identifying the information or clarification
needed and a request to resubmit the request with required information.
2.4 Contractors
must fulfill the following obligations before contacting the DSO
for problem resolution:
2.4.1 Only three individuals (one
primary, two backup) per contractor per region or contract may contact
the DSO. An additional individual may also be designated to have
access to resolve claim issues. It is the responsibility of the
contractors to designate these individuals, inform their organization that
all issues must be routed through either of these three people,
ensure these individuals are properly trained and technically competent,
and ensure compliance with this requirement.
2.4.2 Contractors
will forward the names, SSNs, telephone numbers, and e-mail addresses
of their regions’ or contract’s designated primary and backup POCs
via password protected or encrypted e-mail to the DSO POC provided
in the DMDC Web Request (DWR) on-line User’s Guide and the DHA Program
Manager and/or COR. A contact number should be included in the e-mail
for any follow-up that may be required. Each name listed should
indicate whether the individual is the primary or back-up POC. For
those contractors with more than one region, a single e-mail identifying
the POCs by region is sufficient.
2.4.3 Contractors will forward updates
to the DSO via encrypted e-mail when a primary or backup POC replacement
occurs. The e-mail will provide the replacement’s notification information
as identified above as well as identifying who is being replaced.
The DSO POC must be notified when a DWR user leaves their position
so that their access can be removed immediately.
2.5 Reporting
Discrepancies And Corrections To Enrollments
2.5.1 Problems or requests that
are related to personnel or person discrepancies should be reported
directly to DSO via the DWR application, a web-based on-line system.
All issues submitted through DWR must be prioritized. Any issue
that affects the beneficiary’s immediate health care should be indicated
as “1- urgent”. Any issue that affects their enrollment or disenrollment
should be indicated “2- high priority”. All other issues should
be indicated “3-routine”. The DSO will provide assistance for resolution
of issues in the areas outlined below:
2.5.1.1 Beneficiary
doesn’t show as eligible, contractor has documents that indicate
eligibility.
2.5.1.2 Duplicate
person (individual listed as both spouse and child or a duplicate
of the same person).
2.5.1.3 Erroneous
person data supported with appropriate documentation (such as incorrect
Date of Birth (DOB)).
2.5.2 Required enrollment corrections
that cannot be performed in the Government furnished web-based enrollment
system/application include changes to an enrollment or Primary Care
Manager (PCM) that is not the most current enrollment or PCM segment
and that cannot be made current through a cancellation of a later
segment via the Government furnished web-based enrollment system/
application. These types of requests should follow the TRICARE Correction
Request procedures outlined below:
2.5.2.1 Contractors
must make reasonable efforts to internally resolve any issue prior
to use of the DSO support services. Contractors should perform all
actions to the extent possible in the Government furnished web-based
enrollment system/ application before submitting the request to
DSO for assistance. The DWR form will require an explanation of
why the corrective action could not be performed in some cases.
2.5.2.2 All TRICARE
correction requests shall be checked for accuracy by the designated
POCs prior to submission to DSO.
2.5.2.3 All requests
must be submitted in accordance with the guidelines provided in
the DWR User’s Guide. The request must be submitted using the DWR.
2.5.2.4 All correction
requests must include the POC’s name and telephone number. The DSO analyst
may contact the POC via telephone, if there are questions while
working on a pending request. The DSO analyst will make two attempts,
within two business days, to follow-up on questions with the DWR
requestor. If the DSO analyst cannot obtain responses to the questions
as a result of unsuccessful contact attempts, the “Note to contractor/submitter”
will document the question and the attempts made to contact the
submitter. DSO will then close the request and a new DWR request
will need to be submitted by the requester should corrective action
still be required.
2.5.2.5 All requests
will be handled in the order received, based on the priority level.
However, the volume of requests may directly affect the response
time.
Note: Only those issues that affect the
beneficiary’s immediate care should be marked as “1-urgent.”
2.5.2.6 The contractor
shall monitor the status of pending requests daily. The status of
the request may be viewed by the contractor at any time.
2.5.2.7 Requests
submitted with incomplete information will show as “closed” in DWR.
The “Note to contractor/submitter” will explain the reason why it
was closed; they are not returned to the contractor for additional
information.