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.