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”
If the National Verifier cannot verify a consumer’s eligibility using a state or federal data source, it will prompt the customer to upload proof of eligibility. Stakeholders shared the following advice about explaining supporting documentation to customers:
Provide specific instructions and examples
We heard many times that it’s important to have specific explanations for each “correctable denial” (unverifiable information that we need documentation to support), and explain exactly what the consumer has to do (or upload) next. For example, if the consumer needs to prove their SSN, a driver’s license is not sufficient. Continue reading “Documentation”
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”
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”