If the National Verifier cannot verify a consumer’s eligibility using a state or federal data source, it will proceed to “document upload,” which prompts the customer to upload proof of eligibility.
In feedback sessions, service providers shared their experiences and challenges with uploading eligibility documentation for the Lifeline Program.
Common upload mistakes
Stakeholders shared their stories of challenges with digital document upload, and advice about how to avoid them. For example: Continue reading “Document Upload”
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”
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:
- NV online Consumer Portal, where consumers can verify their Lifeline eligibility independently.
- Mailed paper form, which consumers can complete independently or with the support of a service provider.
- 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”