Veteranclaims’s Blog

May 3, 2011

VA’s New Benefit Correspondence IT Solution

Some where else to place the blame or a real solution?

In an effort to address the dramatic volume increase in its processing of veterans’ benefits claims, the VA selected Merlin’s solution for the automated generation of benefits correspondence.

May 03, 2011 08:00 ET
Full article at:
Merlin Awarded Contract From the Department of Veterans Affairs for Correspondence Solution

Providing a Turn-Key Correspondence Solution, Including Architecture Design, Software, Deployment Plan, Installation, Configuration, Customization, and Training

VIENNA, VA–(Marketwire – May 3, 2011) – Merlin International (, the leading IT solutions provider to the U.S. Federal Government, today announced that the U.S. Department of Veterans Affairs awarded the company a contract to develop a correspondence solution in support of Veterans Benefits Management System (VBMS) Program Management Office (PMO). VBMS is designed to transition from paper-intensive claims processing to a paperless environment and will require a services-based correspondence system for the generation of letters.

In an effort to address the dramatic volume increase in its processing of veterans’ benefits claims, the VA selected Merlin’s solution for the automated generation of benefits correspondence. Working with technology partner Thunderhead, Merlin’s solution will enable the VBMS to have greater straight through processing (STP) by providing greater accuracy, control and personalization of the generated benefits communication. In addition, it will automatically detect individual exception cases for complex claims, and place these into an escalation workflow for further review and special handling. The Veteran Service Representatives working in fifty-six (56) VA Service Centers will access the generated correspondence via the VBMS portal for secure post-generation editing and personalization of any individual claim response without the need for any proprietary software on the desktop.

This award from the VA is a strong vote of confidence in Merlin to provide expanding solutions and services to help the agency in its mission to support our nation’s veterans while increasing confidence in the quality of VA services. This award is a powerful validation of Merlin’s capabilities and working closely with the VA as a trusted advisor to ensure they achieve their goal.

“With this award Merlin will play an integral role in assisting the Veterans Benefits Administration (VBA) in achieving its strategic goals of timely claims processing by delivering veteran-centered, personalized services and improving overall veterans experience with the VA by providing what they want, when they want it and how they want it,” said John Trauth, President of Merlin International.

“Thunderhead is very pleased to partner with Merlin and proud to be associated with the work of the VA,” said John McGee, President and Chief Operating Officer. “The VA will be able to transform the way they communicate with a veteran, making every interaction relevant and personal.”

About Merlin:

Merlin is the leading provider of innovative technology solutions serving the U.S. Federal Government. Merlin delivers high-value IT solutions based upon our proven best practices, experienced and trusted staff and extensive knowledge of the federal government and their unique IT challenges. Merlin’s solutions include Cyber Security, Cloud Computing, Enterprise Architecture and Systems Engineering and Integration. Merlin finds emerging and innovative technologies, identifies how they fit into the mission of our customers and their existing infrastructure, and assists with adoption.

About Thunderhead:

Thunderhead changes the way companies engage with their customers, enabling measurement and learning from every interaction to drive greater loyalty and profitability. Our innovative business user-driven software, Thunderhead NOW, delivers new levels of personalization, context and compliance with true multi-channel capability — the right information, to the right person, at the right time, in the right format. Founded in 2001, Thunderhead now has insurance, retail banking, government and capital market customers on three continents. They optimize their customer engagement — we help them make every communication count.

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