New system to streamline income support services

New system to streamline income support services

Process Direct will become the main system income support staff use to support veterans and their families.

24 November 2020

A new income support ICT system, Process Direct, was released this week, which allows income support staff at DVA to more efficiently access client information and claims to support veterans and their families.

Process Direct will become the main system income support staff use, and with streamlined information and greater efficiency, veterans and their families should receive more timely outcomes and updates on their income support claims.

As part of the Process Direct launch, changes will be made to DVA’s online portal, MyService, making the management of your income support needs online simpler. You will be able to use MyService to claim for Service Pensions and the Veteran Payment, request a lump sum advance, and advise DVA of any change in your circumstances related to your income support payment. Veterans, their families and representatives who use MyAccount to manage their income support needs will need to use MyService after this launch.

Veterans can already use MyService to lodge claims, check claim progress, update personal and contact details, and view a digital version of the Veteran Card.

Over the next year, we will continue to develop and improve MyService, and MyAccount services will be integrated into MyService so there is a single, modern, online platform for veterans.

Through the Veteran Centric Reform – Putting Veterans and Their Families First Program, we have already made a noticeable and positive impact for veterans and their families. Our system and services are continually being improved to enable more efficient services.

For more information on DVA’s transformation, visit dva.gov.au/about-us/overview/transforming-dva.

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