Case Study: Department of Veterans Affairs achieves paperless claims processing with Merlin International

Department of Veterans Affairs - Customer Case Study

The Department of Veterans Affairs (VA) needed to replace a manual, paper-based, labor-intensive process for processing Veteran Benefits Administration claims. Merlin International helped the VA address inefficiencies, high costs, and data security risks by supporting the Veterans Benefits Management System (VBMS) initiative and developing a Virtual Regional Office (VRO) prototype.

Merlin International used an Agile Scrum, user-in-the-middle approach to define requirements and build a prototype with enterprise portal, data integration, imaging, and messaging/workflow capabilities. The solution helped establish “As-Is” and “To-Be” architectures, improved the design process for the larger VBMS program, and enabled real-time input from Veterans Service Representatives. The success of the prototype led to a sole source follow-on award and pilot implementation planning for production rollout.