What is the best way to encourage DMDC to fix their login process?

SGM Mikel Dawson — Fri, 20 Dec 2024 04:09:11 -0500

I live in Denmark. Two years ago after the new security protocols went into effect I was locked out of HRC. Their login process is run by DMDC. At that time I was finally able to talk to a supervisor who told me they knew their login process was flawed as it would not support call back/ text messaging from all countries, only a select few. At that time I was able to login to VA using ID.me. I could also access DFAS (MY PAY) as they use email confirmation. I can also access SSA using ID.me. My U.S. banks I have no problems, even my state (Idaho) I can access to vote, driver's license . So after two years, what is the problem with DMDC they can not get their I.T. department to fix their system?

I need to access DEERS to upload my wife's SSN, plus I wanted to check some information in my military records, but my account is locked out. After spending over an hour on the phone I was given a way to upload info, but this is not acceptable - I still cannot access my information. I have since written my Congressman in hopes to get some action.

I know if I got problems, other Vets have problems as well, but DMDC does not seem to really care. If they did this would get fixed. If all vets having the same problem would write their Congressman, maybe something might get done.

Response by COL Randall C. made Dec 20 at 2024 4:58 PM

COL Randall C. — Fri, 20 Dec 2024 16:58:15 -0500

SGM Mikel Dawson, for complete clarity, from this and other posts, I believe your issue is specifically with the DS Logon (DSL) single sign-on application as DMDC manages multiple authentication methods across DoD and non-DoD partners.

BTW, you don’t have to reestablish your DSL to get your wife added to DEERS (but you will to access your records through milConnect or iPERMS) – do it through the VA*. Go to AskVA (https://ask.va.gov/), sign-in, and create a new inquiry. For category, click on the search icon and choose DEERS from the second page, ‘adding…’ for topic, ‘other’ for reason, and ‘for dependent’ for inquiry).

As to why DoD uses DSL instead of something like ID.me or Login.gov as an alternate access method, it’s because of the DEERS tie-in. While DSL, ID.me, and Login.gov are all Identity Assurance Level 2 (IAL-2) applications, DoD considers the DEERS requirement on DSL to be an added layer of security.

According to the DSL support documentation*, DSL accounts are automatically removed (deactivated) after 180 days of inactivity, and individuals will have to go through the registration process again.

If you haven't tried to reregister, click on "Create Account" from a DS Logon screen and choose either "E-mail Registration" or "Remote Identity Proofing" on the next screen. If you can’t use either of those two methods, then the only way you’ll be able to get it setup is to travel to

• E-mail registration – Takes a bit longer (typically 1-2 days) than Remote Proofing but is a more reliable method. You will only be able to create a DSL account using this method if the email address you're using is already registered in DEERS. If you never registered a non-.mil address and/or don't have access to one that was registered, then you won't be able to complete this method.

• Remote Identity Proofing (RIP) - Faster (~10 minutes if you have everything), but the process is very unforgiving. NOTE: Read through the "Remote Identity Proofing Procedures and Support" section of the DSL support documentation first. RIP is very rigid and if you don't complete the process in one session (WITHOUT timing out), then the ability to use this method is locked-out for 31 days. You’ll still be able to use the e-mail registration process

The RIP process states it requires your U.S. driver's license (which you probably had to trade-in to get your Danish one), but your passport should work as well. It is best to use your mobile phone to go through the RIP process as you’ll have to upload a ‘live’ photo and webcams and the RIP process are like petting cats – sometimes you get a ‘purr’ and sometimes you get the claws.

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On a related note, I would HIGHLY recommend that you pursue the method that most Americans living overseas use when they need to call back to a landline in the states - Switch over to a residential VoIP provider that allows free calls to the U.S. or use one of the many different Internet Phone Service (IPS) companies to make outbound calls to the U.S.

• Residential Voice over IP (VoIP) provider – Normally will replace your home phone service with a and usually has a setup & monthly fee. I don’t know who VoIP providers would be for you in Denmark (TDC? Telenor? Someone else?), but a plan from a U.S. VoIP provider that would offer free international calls to the U.S., free calls in Denmark/EU, etc. would typically be about $25-$30/month.

• IPS to make outbound calls to the U.S. – Companies like Call2Friends, CallCentric, etc. offer options/plans to make free or low-cost calls to the U.S.

Free options usually will have some type of restrictions or aspect that you wouldn’t have with other options. For example, using Call2Friends (call2friends.com), you could make a free call to DMDC from home, but you’d be limited to 60 minutes and could only call once per day (unless you used a different IP address).

Paid options give low-cost calls options without the restrictions (you may have to install software on your computer or mobile phone though). For example, CallCentric (callcentric.com) has a "North America Basic" plan that costs $1.95/month, gives you 120 minutes of outbound calls to the U.S., unlimited to toll-free numbers, and charges $0.0088/minute if you go over those 120 minutes. Alternatively, their 'Pay Per Call' plan is $0/month and would charge you $0.0088/minute for all calls to the U.S. (an hour-long phone call to the DMDC call center would cost you about 53 cents).
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* milConnect – Veterans and DEERS FAQ - https://milconnect.dmdc.osd.mil/milconnect/public/faq/DEERS-Veterans_and_DEERS
* DSL Support documentation and FAQ - https://myaccess.dmdc.osd.mil/identitymanagement/api/data/faqs

Ask.VA.gov | Veteran Affairs

Response by SGT James Murphy made Dec 22 at 2024 3:16 PM

SGT James Murphy — Sun, 22 Dec 2024 15:16:50 -0500

The Defense Manpower Data Center (DMDC), responsible for managing access to systems like the Defense Enrollment Eligibility Reporting System (DEERS), has faced criticisms regarding its login and verification processes, particularly for users outside the United States. Here's a breakdown of the ongoing issues and potential steps you might take based on the information available:

Current Issues with DMDC:

Geographical Limitations: The DMDC's system, particularly its callback and text messaging verification, is not universally compatible with international phone networks. As you experienced, the system was not supporting callback or text messaging from all countries, restricting access for users abroad. This issue was acknowledged by a supervisor you spoke with two years ago, but there appears to be no significant update or fix implemented since then.
Access to DEERS: DEERS is vital for updating personal and family member information for benefits and records. Your situation of being locked out and unable to upload your wife's SSN directly into the system highlights ongoing access problems. The workaround you were given for uploading doesn't address the core issue of system access.
General IT System Challenges: Despite the availability of alternative identity verification methods like ID.me for other federal services (VA, SSA), DMDC has not adopted these for its platform. This could be due to system integration issues, security protocols, or other IT-related constraints.

Possible Actions:

Contacting Representatives: You've already taken an important step by writing to your Congressman. Collective action by veterans facing similar issues could amplify the urgency for legislative or administrative intervention. If many veterans voice these concerns, it might push for more immediate action or at least a public acknowledgment of the problem.
Direct Communication with DMDC: Although you've already spent considerable time on the phone, continuing to communicate directly with DMDC, perhaps requesting updates or timelines for fixes, could be beneficial. Sometimes, persistence can lead to escalations within the organization.
Alternative Solutions: Since you've had success with ID.me for other federal services, it might be worth advocating for DMDC to consider integrating similar third-party authentication methods. This could be part of any communication with your representatives or directly with DMDC.
Community Advocacy: Engaging with veteran communities or forums to share experiences and solutions might not only provide support but also gather more collective feedback to present to DMDC or lawmakers.

Conclusion:
The persistence of these issues over two years suggests systemic challenges within DMDC's IT infrastructure or security protocols. While there's no immediate solution within this response, the steps you're taking, like contacting your Congressman, are crucial. If more veterans engage similarly, it might lead to systemic changes or at least acknowledgment and priority for fixes. Keep documenting your interactions and outcomes, as this could be valuable in advocating for change or in helping others navigate similar problems.

Response by SGM Mikel Dawson made Dec 28 at 2024 5:37 AM

SGM Mikel Dawson — Sat, 28 Dec 2024 05:37:25 -0500

Update on this problem: Today received an email from my State Senator. He has his staff looking into this problem. He has contacted the contacted the Congressional Inquiries Branch of the U.S. Department of Defense for a report on this probem.
I received an email from the USARC I.G. office. "Your case has been referred to the Human Resources Command IG Office for action" I was also provided with the email address for HRC IG office.
With this two prong attack I am hoping DMDC will get off the stick and get their system fixed so Vets can have the access to sites using the Dod Log in. At least the problem is being addressed.