Revised October 7, 2019
II.i.1.B.1.aPurpose of VCIP
The Veterans Claims Intake Program’s (VCIP's) mission is to
- provide direct support to the Veterans Benefits Administration (VBA) claims process by providing procedures for intake of
- source material
- documentation
- electronic records, and
- data
- work collaboratively with all stakeholders to manage VBA’s digital operating environment, and
- provide procedures relating to intake capabilities and the execution/management of document conversion services contracts.
Reference: For more information on VCIP and other material related to Centralized Mail (CM), see the VBA Mail and Records Tracker.
II.i.1.B.1.bShipping Requirements
Using the record management number (RMN)/document control sheet (DCS) shipping process, a regional office’s (RO’s) intake processing center or mailroom personnel ship source materials for document conversion.Important: ROs must verify the authenticity of any DD Form 214, Certificate of Uniformed Service, contained in the claims folder in accordance with procedures outlined in M21-1, Part III, Subpart i, 1.B.3.a and M21-1, Part III, Subpart i, 2.D.5.b prior to shipping the folder to the vendor for scanning. Notes:
- When an RO ships loose mail to the scanning vendors using the RMN/DCS shipping process, electronic copies of the mail are directly uploaded into the appropriate electronic claims folder (eFolder), bypassing any further intake functions. (Use this approach only for non-actionable drop-file mail that requires no system updates.)
- ROs may ship loose mail to scanning vendors without following the RMN/DCS shipping process. Doing so results in the creation of a pending mail packet within the CM portal. (This approach is recommended for actionable mail that requires system updates only).
References: For more information on
- shipping loose mail received in the mailroom, see M21-1, Part II, Subpart i, 1.A.2, and
- the RMN/DCS shipping process, see M21-1, Part II, Subpart i, 1.B.3.
2Overview of the SMTS Portal
Introduction — This topic provides an overview of the SMTS Portal, including
- purpose of the SMTS Portal
- functions of the SMTS Portal
- gaining access to the SMTS Portal, and
- authorization to use the SMTS Portal for claims processing.
Change Date — September 3, 2025
II.i.1.B.2.aPurpose of the SMTS Portal
The Source Material Tracking System (SMTS) Portal was created to monitor and track the status of
- a project to scan and convert Veteran’s records that are currently in a paper format, and
- record requests submitted to SMTS.
II.i.1.B.2.bFunctions of the SMTS Portal
The SMTS Portal allows an authorized user to
- search for records that are stored with a scanning vendor and awaiting digitization
- request regular and expedited scanning of records, and
- review the status of pending requests.
II.i.1.B.2.cGaining Access to the Tracking Portal
To obtain new-user access to the SMTS Portal, contact GDIT support at fcs-support@gdit.com. The vendor will coordinate with the Office of Business Integration to establish access and apply the correct permissions.Notes:
- Vendors provide login instructions within 48 hours of submission of the form if access is granted.
- Once access is granted, users must log in within 24 hours or the account will be locked.
II.i.1.B.2.dAuthorization to Use the SMTS Portal for Claims Processing
Claims processors who have completed SMTS Portal training, or have been directed by the Office of Field Operations, may use the SMTS Portal. Procedures requiring the use of the SMTS Portal are incorporated into each section of the M21-1, Adjudication Procedures Manual , that discusses the respective claims development. Reference: For more information on using the SMTS Portal, see the File Conversion Services (FCS) Training Manual/Electronic User’s Manual for Regional Office Users.
3RMN/DCS Shipping Process
This topic provides an overview of the RMN/DCS shipping process, including
- required shipping resources
- creating and printing a DCS in the Veterans Benefits Management System (VBMS)
- submitting compact discs (CDs), digital video discs (DVDs), or other portable electronic media
- preparing
- source materials for shipping, and
- a shipping label and a DCS identification (ID)
- creating a manifest and packaging boxes for shipping
- scanning vendor shipping addresses, and
- shipping container validation checklist.
Revised September 3, 2025
II.i.1.B.3.aRequired Shipping Resources
At a minimum, the following resources are required for shipping source materials:
- workstation with computer and document printer
- United Parcel Service (UPS) shipping label printer
- UPS scale
- permanent, black-ink markers
- barcode scanner wand or gun
- manila folders, and
- approved shipping containers.
Note: If the RO does not have a UPS scale on-site, one may be obtained from UPS typically free of charge, based upon shipping volume. For those ROs with small shipping volumes, the scales are available for purchase from UPS.
II.i.1.B.3.bCreating and Printing a DCS in VBMS
Follow the instructions in the Veterans Benefits Management System (VBMS) Core User Guide to create and print a DCS in VBMS.
Notes:
- Provide a complete return address on a box of pre-discharge claims if shipping from an intake site to the scanning vendor.
- Use white paper only when printing manifests and DCSs.
- Verify that barcodes are not blurry (if, for example, the printer is low on toner).
- Do not enlarge or otherwise distort images.
- Use scan guns/wands for all data-entry shipping tasks to avoid manual keying errors.
- Ship all pre-discharge claims and pending post-discharge claims in separate shipping containers.
- Write pre-discharge on the outside of boxes containing pre-discharge claims.
- Do not place other annotations or labels on boxes, except as specifically directed in this section.
II.i.1.B.3.cSubmitting CDs, DVDs, or Other Portable Electronic Media
File compact discs (CDs), digital video discs (DVDs), or other portable electronic media in the claimant’s claims folder or manila folder. Take the following actions when submitting media:
- remove/separate the password from the media
- write the password on a sticky note or piece of paper
- insert the sticky note or piece of paper with the password into an envelope
- seal the envelope, and
- write Simon on the envelope (do not write password , as doing so will violate Department of Veterans Affairs (VA) privacy directives).
Notes:
- Do not print the files or upload them to the eFolder.
- The scanning vendors will
- process any type of source material, including DVDs, CDs, microfiche, microfilm, and microdot, and
- extract data from the media and upload it into the eFolder.
- The Social Security Administration (SSA) started encrypting CDs issued to VA claimants, appointed representatives, and VA. SSA places a cover letter with the decryption instructions on every CD they mail. Ensure the decryption instructions and all documentation associated with the CD are included when shipping the CD to the scanning vendor.
II.i.1.B.3.dPreparing Source Materials for Shipping
Follow the steps in the table below to prepare materials for shipping.
| Step | Action |
|---|---|
| 1 | Acquire VBMS-eligible claims folders and secure all loose materials within them. Ensure all service treatment records (STRs) are inside the STR jacket(s). Note: Do not place non-STR materials in STR jackets for shipment, as this will result in all material therein being scanned and indexed together as STRs. |
| 2 | Assess amount of source material (claims folders and manila folders with loose mail) to fit and be shipped in a single container with the following:
|
| 3 | Scan claims folders to the FCS/CS internal location for the scanning vendor’s facilities in Mt. Vernon, KY, and Boyers, PA.Note: Discontinue the use of locations that began with DCS or ICMHS. |
| 4 | Place source material in an approved shipping container.The image below represents the approved shipping container. It is made of corrugated fiberboard, measures 12” X 14-3/4” x 9-1/2”, and has lapped joints secured by wire stitching, as well as locked bottoms with hand holes.
|
Notes:II.i.1.B.3.ePreparing a Shipping Label and a DCS ID
Follow the steps in the table below to prepare a shipping label for each box and a DCS identification (ID) for each claims folder.
| Step | Action |
|---|---|
| 1 | On the day the box is to be shipped , generate a UPS shipping label and tracking number for each shipping container. Use one UPS tracking number per box.Note:** The last four digits of the UPS tracking number must be used when creating a DCS ID, as described in the next step. |
| 2 | Create a DCS ID for each claim folder number being shipped in VBMS. Use the following format for creating the DCS ID:
Important:
|
| 3 | Secure the DCS to the top of each claimant’s claims folder (or bundle of volumes) and/or to the top of each claimant’s manila folder (or bundle of manila folders) in the box using a rubber band or paper clip. Notes:
|
II.i.1.B.3.fCreating a Manifest and Packaging Boxes for Shipping
Follow the steps in the table below to
- create a shipping manifest in VBMS Core, and
- package boxes for shipping.
| Step | Action |
|---|---|
| 1 | Follow the instructions in the VBMS Core User Guide for creating a manifest for the shipping container.Notes:**
|
| 2 | Check the manifest for duplicate entries or extra DCSs (also known as “ghost entries”). |
| 3 | Do any duplicate/ghost entries appear on the manifest?
|
| 4 |
|
| 5 |
Notes:
|
| 6 | Scan/wand each RMN and UPS tracking number into the appropriate tracking portal. |
| 7 | Write the RMN in permanent, black ink on the outside front of the shipping container. |
| 8 |
|
| 9 | Package the box(es) for shipping. Important:
|
| 10 | Transfer the box(es) to the mailroom for pick up by UPS. |
II.i.1.B.3.gScanning Vendor Shipping Addresses
The shipping address for the current scanning vendor is shown below.Exela Services30 Industrial Park RoadMt. Vernon, KY 40456
II.i.1.B.3.hShipping Container Validation Checklist
The checklist below can be used to ensure the shipping container was properly documented and packed for shipping. 
- Resolving Common Shipping Exceptions
Revised September 3, 2025
II.i.1.B.4.aResolving Common Shipping Exceptions for Source Materials Sent to Mt. Vernon, KY (FCS/CS)
Use the table below to resolve shipping exceptions for source material sent to Mt. Vernon, KY (FCS/CS). Exception: If an RO/station erred in sending documents to the scanning vendor because the documents are associated with a type of claim that is excluded from establishment in VBMS,
- disregard the instructions in the table below, and
- request return of the folder to the RO.
| Exception Type | VA Action |
|---|---|
Type 1: Missing Folder | If the DCS is listed on the shipping manifest but the scanning vendor did not receive the folder,
Reference: For more information about ghost entries, see M21-1, Part II, Subpart i, 1.B.3.f. |
Type 2: Missing Shipping Information | Follow the instructions in the table below. If … Then … |
the RMN, tracking number, and/or claim type was not entered in the vendor SMTS Portal | enter the missing information on the SHIPPING → MANIFEST tab. |
an incorrect RMN and/or tracking number was entered in the vendor SMTS Portal | |
| Follow the instructions in the table below. If … Then … |
the missing DCS or manifest exists |
|
there is no record of the missing DCS or manifest |
|
Type 4: Unscannable Media | Follow the instructions in the table below. If the password … Then ... |
is available |
|
is not available |
|
Type 5: Missing Manifest | Follow the instructions in the table below. If the manifest … Then … |
was generated in VBMS |
|
was not generated in VBMS |
|
Reference : For more information on using the SMTS Portal and addressing shipping exceptions, see the FCS Training Manual/Electronic User’s Manual for Regional Office Users.
- Requesting a Folder Rescan and Other Scanning Inquiries
This topic provides an overview of the VCIP scanning inquiry process, including
- locating source materials
- rescan requests
- handling unscanned shipments that are marked as completed
- determining the content of a package that is pending scanning, and
- other scanning inquiries.
Revised September 3, 2025
II.i.1.B.5.aLocating Source Materials
The source folder or shipment must be located before a rescan request can be submitted. Perform a search using the file number and select the matching shipment to identify the DCS ID number and location of the RMN shipment. Notes:
- If the RMN shipment location cannot be identified, copy the tracking number and enter it in the UPS tracking website.
- The website provides meaningful information only if the tracking number is 120 days old or less.
References: For more information on
- shipping manifests and DCSs, see the VBMS Core User Guide , and
- submitting a rescan request, see M21-1, Part II, Subpart i, 1.B.5.b.
II.i.1.B.5.bRescan Requests
A request to rescan source material must be submitted to the SMTS Portal.Exception: Source material that has been scanned and identified as the Best Copy but illegible should be treated as though it has not been received by VA. Claims processors must specifically notify the claimant that the records are available for review but cannot be read due to poor quality. If the illegible records are
- Federal records, follow the instructions in M21-1, Part III, Subpart ii, 1.A.1.g, or
- private medical records, follow the instructions in M21-1, Part III, Subpart ii, 3.1.g.
Reference: For more information on submitting a request to the SMTS Portal, see the FCS Training Manual/Electronic User’s Manual for Regional Office Users.
II.i.1.B.5.cHandling Unscanned Shipments That Are Marked as Completed
Unscanned shipments in a Completed status can be located and scanned using the SMTS Portal. The table below provides instruction on how to request scanning of the documents.
| Step | Action |
|---|---|
| 1 | Select Add RO Rescan Requests from the SHIPPING menu or the RESCAN REQUEST OPERATION drop-down menu. |
| 2 | Enter the DCSID for the item that requires a rescan in the DCS ID field. Select SEARCH. |
| 3 | Select a reason for the rescan from the Scanning Issue drop-down menu. |
| 4 | Select ADD. |
Reference: For more information on submitting a rescan request in the SMTS Portal, see the FCS Training Manual/Electronic User’s Manual for Regional Office Users.
II.i.1.B.5.dDetermining the Content of a Package That Is Pending Scanning
The ITEM LIST located on the VBMS pending scanning banner identifies the contents of a package that is pending scanning. However, the ITEM LIST is not always populated. Search for the shipment on the INTAKE tab in VBMS and use the table below to help determine the contents of a package. Important: Click the CLEAR button before searching for the shipment to ensure that all potential shipments are reviewed. The filter defaults to the user’s station and the current date.
| If the station number/intake site is … | And the tracking number … | Then … |
|---|---|---|
376 /A (VA Records Management Center) | begins with 1Z | a claims folder is pending scanning. |
376/D (VA Records Management Center) | does not begin with 1Z | a claims folder or service record is pending scanning. |
376 /E (VA Records Management Center (VALO-OMPFs)) | begins with 1Z | service records are pending scanning. |
a number other than 376 | begins with 1Z | conduct an inquiry and review the response for
|
A paper claims folder is pending scanning if the CONFIRMED AT and DATE CREATED fields correspond and the location is a known eFolder location. Evidence, other than a paper claims folder, is pending scanning if the CONFIRMED AT and DATE CREATED fields do not correspond , or the folder location is not a known eFolder location. Note: An outstanding request for VA Form 28-1902b, Counseling Record – Narrative Report, and/or VA Form 28-1902f, Feasibility Determination—Narrative Report, is an indicator that a Counseling/Evaluation/Rehabilitation (CER) folder is pending scanning.
References: For more information on
-
searching for shipments on the INTAKE tab, see the VBMS Core User Guide
-
the circumstances under which decision makers must review information contained in a CER folder, see M21-1, Part VIII, Subpart iv, 3.B.4.b, and
-
using the SMTS Portal, see the FCS Training Manual/Electronic User’s Manual for Regional Office Users.
II.i.1.B.5.eOther Scanning Inquiries
For scanning inquiries that don’t fall under the categories identified in this topic, submit the inquiry through the SMTS Portal.
End of Part II, Subpart i, Chapter 1, Section B