VA - AI-Assisted Benefit Application Support - MRAS

On behalf of the Department of Veterans Affairs (VA), the U.S. General Services Administration (GSA) is conducting market research to identify potential solutions for an AI-assisted tool designed to aid Veterans in applying for healthcare and resource benefits. This project, managed by the Veterans Integrated Service Network 1 (VISN 1), aims to ensure that Veterans have access to necessary tools and resources for benefit applications, both within the VA system and externally. The initiative also seeks to enhance outreach efforts, encouraging more Veterans to enroll in the healthcare system or establish a provider relationship.

The core requirement involves developing a telephonic AI tool, supplemented with human support, alongside a web-based platform. These tools are intended to assist Veterans in completing forms or documents necessary for application processes. The contractor will be responsible for providing these services across various markets, including Massachusetts, New York, Connecticut, Maine, New Hampshire, Rhode Island, and Vermont. Each market will have specific implementations tailored to its needs.

The scope of work includes several deliverables: creating market-specific informational flyers or handouts outlining available benefits; implementing solutions that connect users with appropriate resources; and granting VA facilities access to web-based platforms for utilization reporting. The project also requires telephonic AI systems capable of engaging with patients verbally to facilitate enrollment in assistance programs without requiring internet access or form reading capabilities.

Additionally, the contractor must offer application assistance services covering programs like SNAP, WIC, Social Security benefits, Medicaid enrollment, and prescription discount programs. Health plan resource navigation is another critical component; it involves coordinating non-emergency medical transportation services and connecting patients with care management resources offered by their health plans. This comprehensive approach is designed to help Veterans maximize their health plan benefits and improve overall health outcomes.