Communicating Expectations to Consumers

As we mentioned in the post about consumer experience, we learned about the advantages of communicating expectations to consumers. Suggestions include adding a “submitted” or “in progress” notice after the customer clicks “check my eligibility” to show that the system is processing their request (otherwise, the customer may click on the button several times, and become frustrated). Continue reading “Communicating Expectations to Consumers”

Eligibility Checking Continued

In the last post, we talked about the issue of customer names on identification documents not matching their name on program enrollment. Today, we’ll cover additional challenges that stakeholders shared about confirming consumer eligibility using a state or federal data source.

Lag time for eligibility data

We learned that some state/federal data sources are not updated in a timely manner, and there can be a lag between when a customer enrolls for a program (i.e., SNAP) and when their name appears in the database. Similarly, lag time exists for customers that change their names. We are also aware that not all eligible customers may be in the database.

Stakeholders also reminded USAC that data sources experience service outages, and USAC should be prepared for data sources to occasionally be temporarily unavailable. Continue reading “Eligibility Checking Continued”

Eligibility Checking with a Database

Back to sharing what we’ve learned so far from stakeholder feedback, which helps inform the design of the National Verifier.

The ability to confirm a subscriber’s eligibility directly using state/federal data sources is the cornerstone of the National Verifier. When a customer enters their name, DOB, last 4 of SSN and address, the National Verifier will check these sources for a record of whether the customer participates in a qualifying program, which proves the customer’s eligibility for Lifeline.

We spoke with many stakeholders about the opportunities and challenges with verifying eligibility through a database. One concern we heard is:

Different name on database record

A relatively frequent challenge is when a customer’s form of identification does not match their name as it appears in the eligibility program (whether in the database or on their card/documentation). Most of the time, this is because of a name change due to marriage or divorce, but we also heard examples of misspelled names. Continue reading “Eligibility Checking with a Database”

July 26 webinar highlights: migration process

USAC shared news during the National Verifier Update Webinar on July 26, 2017, including how service providers in the initial states will migrate consumer customers in those states to the National Verifier.

During National Verifier Migration, the National Verifier will conduct an automated database eligibility check. Service providers will need to provide acceptable eligibility documentation for consumers who do not pass the automated check.

Continue reading “July 26 webinar highlights: migration process”

July 26 webinar highlights: service provider interaction with the National Verifier

USAC shared news during the National Verifier Update Webinar on July 26, 2017, including how service providers will interact with the National Verifier.

Users can access the National Verifier three ways:

  1. NV online Consumer Portal, where consumers can verify their Lifeline eligibility independently.
  2. Mailed paper form, which consumers can complete independently or with the support of a service provider.
  3. NV Service Provider Portal, which service providers can use to assist consumers with eligibility checking and receive a “yes/no” eligibility determination in near real-time.

Continue reading “July 26 webinar highlights: service provider interaction with the National Verifier”