Mail Automation Services
Description
Mail Automation Services (MAS) is an if-this-then that (ITTT) logic-based service which is utilized to process inbound mail across the VBA enterprise, including the receipt of claims materials from Veterans, Veteran Service Organizations, and other stakeholders. The platform ingests and reviews approximately 40k packets of information per day, primarily derived from the Centralized Mail Portal. It utilizes prescribed machine learning and Natural Language Processing (NLP), Intelligent Form Recognition (IFR), Optical Character Recognition (OCR), and Intelligent Character Recognition (ICR) to extract and process data from an average of 95 fields on over 1,500 form layouts within VA’s purview.
Detailed example
The most common outcomes are VBA End-Product establishment within the Veterans Benefits Management System (VBMS) and correct business line orientation for ingested submissions. However, MAS also triggers correspondence in certain circumstances and creates or adjusts VBMS notes, tracked items, and flashes. The MAS platform runs under the Veterans Benefits Administration Automation Platform (VBAAP).
AI / analytics pattern
Natural Language Processing: AI that processes, interprets, and shares information in human language.
Automation level / stage
c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.
Expected benefit
MAS has completed over 2 million actions in the 2024 calendar year to date. It completes initial intake processing actions to support workload and claims management and has led to cost savings and increased efficiency - cost savings and increased efficiency data is available upon request.
Controls / human review
ATO: Not reported; PIA: Not published