[Congressional] V12052547 Due 9/17/24 (Sen. Blumenthal)

ATMiddleton commented 1 month ago

Issue Description

Veteran created a Login.gov account on May 7, 2024. After uploading their driver's license, it never prompted them to the next step. They tried to get help from the VA by phone, but no one picked them up. Veterans are looking for assistance in completing this process.

https://app.slack.com/client/T03FECE8V?selected_team_id=T1ZD0UBMZ

Tasks

[x] Review congressional correspondence
[x] Resolve issue
[x] Notify Veteran and congressional correspondence channel of solution.

Acceptance Criteria

[x] Veteran issue will be resolved or responded to with final answer to issue
[x] Congressional Correspondence will receive details of the resolution

How to configure this issue

[ ] Attached to a Milestone (when will this be completed?)
[ ] Attached to an Epic (what body of work is this a part of?)
[ ] Labeled with Team (product support, analytics-insights, operations, service-design, Console-Services, tools-fe)
[ ] Labeled with Practice Area (backend, frontend, devops, design, research, product, ia, qa, analytics, contact center, research, accessibility, content)
[ ] Labeled with Type (bug, request, discovery, documentation, etc.)

Kimberley2023-CSM commented 3 weeks ago

Samara Strauss Aug 13th at 10:36 AM We should refer them to Login.gov's help. VA will not be able to help with this. https://login.gov/help/ login.govlogin.gov Help | Login.gov Get answers to common questions about Login.gov.

Kimberley2023-CSM commented 3 weeks ago

8/23: Sent email to user advising the matter must be handled by the corresponding CSP (ID.me/Login.gov) along with ID guidance and contact information. Awaiting response.

Kimberley2023-CSM commented 2 weeks ago

8/27 - Reached out to user ensuring they received the previous email which contains the information to resolve their issue.

Awaiting response.

Kimberley2023-CSM commented 1 week ago

9/3 Update: Rachel H. from Login.gov reached back out to us and advised the Veteran reached out on 8/28/24 to the Login.gov team and was provided the information on how to search for a participating office. See below:

For your information, we have this search available in our Login.gov Help Center: https://login.gov/help/verify-your-identity/verify-your-identity-in-person/find-a-participating-post-office/ We have also found that it is useful if the veteran uses specific language to interact with the Post Office: Focus on "I received an email telling me to get this barcode scanned at this Post Office" or "I'm here to verify my information/identity" Avoid specific use of "in person proofing" or "IPP" - this is lingo we use but is not USPS lingo. Avoid mention of benefits - this is not what USPS is trained to do

9/3: Reached back out to Veteran via email to understand if the issue has been resolved. Awaiting response.

Kimberley2023-CSM commented 1 week ago

9/4/24: Veteran responded back advising that the information provided from Login.gov was previously provided and not helpful.

Veteran stated that the post offices provided to him knows nothing about the verification process.

Sent these details to my POCs at Login.gov for review. Advised the Veteran and awaiting a response from Login.gov.

Kimberley2023-CSM commented 6 days ago

Update: 9/9/2024 - Veteran emailed back advising the issue has been resolved and he was able to verify his identity at his local Post Office. :task_done:

department-of-veterans-affairs / va.gov-team