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 The contractor shall 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.
1.2.2 The contractor shall 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.
1.2.3 The contractor
shall forward the names, Social Security Numbers (SSNs), telephone
numbers, and email addresses of their contract and/or regions’ designated
primary and backup Points Of Contact (POCs) via password protected
or encrypted email to the Defense Health Agency (DHA) Program Manager
and/or Contracting Officer’s Representative (COR) as directed.
1.2.4 The contractor shall include
a contact number in the email for any follow-up that may be required.
Each name listed should indicate whether the individual is the primary
or back-up POC.
1.2.5 The contractor
shall forward updates to their primary or backup POCs 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 email
containing updated POC information to the Help Desk.
1.3 The Help Desk will not modify
the Approved List without supporting email from the contractor.
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 The contractor
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 shall 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.
2.3 The contractor 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.
2.4 The contractor’s
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.
2.5 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.
2.6 The contractor shall fulfill
the following obligations before contacting the DSO for problem
resolution:
2.6.1 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.
2.6.2 The contractors
shall 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.
2.6.3 Contractors shall forward the
names, SSNs, telephone numbers, and email addresses of their regions’
or contract’s designated primary and backup POCs via password protected
or encrypted email to the DSO POC provided in the DMDC Web Request
(DWR) on-line User’s Guide and the DHA Program Manager and/or COR.
2.6.4 The contractor shall include
a contact number in the email 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 geographic
area of responsibility, a single email identifying the POCs by geographic
area of responsibility is sufficient.
2.6.5 The contractor
shall forward updates to the DSO via encrypted email when a primary
or backup POC replacement occurs. The email will provide the replacement’s
notification information as identified above as well as identifying
who is being replaced.
2.6.6 The contractor
shall notify the DSO POC when a DWR user leaves their position so
that their access can be removed immediately.
2.7 Reporting Discrepancies and
Corrections to Enrollments
2.7.1 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:
2.7.1.1 Beneficiary doesn’t show as
eligible, contractor has documents that indicate eligibility.
2.7.1.2 Duplicate person (individual
listed as both spouse and child or a duplicate of the same person).
2.7.1.3 Erroneous person data supported
with appropriate documentation (such as incorrect Date of Birth (DOB)).
2.7.2 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:
2.7.2.1 The contractor shall make reasonable
efforts to internally resolve any issue prior to use of the DSO support
services.
2.7.2.2 The contractor shall 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.
2.7.2.3 The contractor shall check
all TRICARE correction requests for accuracy by the designated POCs
prior to submission to DSO.
2.7.2.4 The contractor shall submit
all requests in accordance with the guidelines provided in the DWR
User’s Guide. The request must be submitted using the DWR.
2.7.2.5 The contractor shall ensure
that all correction requests 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.
2.7.2.6 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.”
2.7.2.7 The contractor shall monitor
the status of pending requests daily. The status of the request
may be viewed by the contractor at any time.
2.7.2.8 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.