M21-1 Manual / Part II, Subpart i, Chapter 1, Section B

Veterans Claims Intake Program (VCIP) Shipping

M21-1, Part II, Subpart i, Chapter 1, Section B

Overview

In This Section

This section contains the following topics:

Topic	Topic Name
1	Overview of VCIP Shipping Procedures for Claims Folders, Service Treatment Records (STRs), and Personnel Records
2	Overview of the Source Material Tracking System (SMTS) Portal
3	Record Management Number (RMN)/Document Control Sheet (DCS) Shipping Process
4	Resolving Common Shipping Exceptions
5	Requesting a Folder Rescan and Other Scanning Inquiries

1. Overview of VCIP Shipping Procedures for Claims Folders, STRs, and Personnel Records

Introduction

This topic provides an overview of VCIP processing, including

purpose of VCIP, and
shipping requirements.

Change Date

October 7, 2019

II.i.1.B.1.a. Purpose 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.b. Shipping 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.

2. Overview 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.a. Purpose 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.b. Functions 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.c. Gaining 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.d. Authorization 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.

3. RMN/DCS Shipping Process

Introduction

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.

Change Date

September 3, 2025

II.i.1.B.3.a. Required 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.b. Creating 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.c. Submitting 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.d. Preparing 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: box weight (not to exceed 50 pounds (approximately 30 pounds of paper will fit in a standard-sized shipping container); the “hand rule” referenced in Step 4 applies) count (number of claims) height (number of inches), and availability (such as Only five pre-discharge claims received today).
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*: When packing containers, leave enough room in each to easily insert a hand into the front of the box and touch the bottom of the box (“hand rule”). If a box is not completely full, insert packing material in the box to prevent the source material from shifting and becoming damaged during shipment.

II.i.1.B.3.e. Preparing 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

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.

Create a DCS ID for each claim folder number being shipped in VBMS. Use the following format for creating the DCS ID:

RO or station code (three digits)
alpha character (A through K) of the intake site
final destination (same as the RO/station code), and
last four digits of UPS tracking number.

Important:

VBMS automatically generates the DCS ID referenced in this step; instructions for creating the DCS ID are provided here for user awareness only.
Pre-discharge intake sites must use the associated RO code when creating DCS IDs in VBMS.

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:

If there are multiple volumes for one claimant that will not fit into a single container, do not overstuff the box to keep the claims folder together. Place the overflow portion of the record into a second box.
The second box referenced in the preceding bullet requires its own UPS tracking label and its own RMN. Overflow volumes of the claims folder require a new DCS that is linked to the second box. (Other Veterans’ materials may be placed in this second box, as well, to fill it.)

II.i.1.B.3.f. Creating 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: VBMS generates manifests using the RMN that was created through the DCS process discussed in previous blocks in this section, and will be used in subsequent steps. Users may regenerate a shipping manifest at any time after VBMS generates an RMN. Once a user selects Generate Manifest, additional DCSs may be added only if created on the same day VBMS generates an RMN/manifest. The associated RMN, UPS tracking number, and claim type must be entered into the tracking portal; otherwise, a shipping exception will occur and processing of the box will be delayed.
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? If yes, go to the next step. If no, go to Step 5.
4	Select Generate Manifest in VBMS Core. Delete duplicate/ghost entries from the manifest. Reselect Generate Manifest.
5	Follow the instructions in the VBMS Core User Guide for printing the manifest. Write Pre-Discharge on the manifest, if applicable. *Notes*: Print shipping manifests on white paper only. If ghost entries appear on the printed manifest, return to Step 4 of this table.
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	Verify and validate the contents of the box against the shipping manifest. Initial the manifest.
9	Package the box(es) for shipping. *Important*: Ensure no personally identifiable information is visible through the handle openings in the box. Ensure the tape used to seal the box does not stick to any paper behind the box handles. If the manifest or DCS is the last sheet of paper before the box handle, and it is damaged upon removal, it will be rendered unscannable and result in a shipping exception. Place the correct UPS shipping label on the flap of the associated box. Do not place the label in the center of the box or cover the RMN. Ensure there are no old barcode labels on the box.
10	Transfer the box(es) to the mailroom for pick up by UPS.

II.i.1.B.3.g. Scanning 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.h. Shipping Container Validation Checklist

The checklist below can be used to ensure the shipping container was properly documented and packed for shipping.

4. Resolving Common Shipping Exceptions

Change Date

September 3, 2025

II.i.1.B.4.a. Resolving 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,
remove (as a “ghost” entry) the DCS from VBMS
update the EXCEPTIONS LIST tab in the vendor SMTS Portal by entering Ghost DCS in the COMMENTS field, and
click on the INFORMATION PROVIDED button.
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
search for the incorrect RMN and/or tracking number on the SHIPPING → SEARCH tab
once the number is located, edit the RMN and/or tracking number
click on the UPDATE RECORD button
update the EXCEPTIONS LIST tab by entering Shipping information added to portal in the COMMENTS field, and
click on the INFORMATION PROVIDED button.
Type 3: Missing DCS, or
Type 6: Missing Manifest
Follow the instructions in the table below.
If … Then …
the missing DCS or manifest exists
attach the DCS or manifest (in portable document format (PDF)) to the EXCEPTION LIST tab in the SMTS Portal
update the tab by entering Missing DCS attached or Missing Manifest attached in the COMMENTS field, and
click on the INFORMATION PROVIDED button.
there is no record of the missing DCS or manifest
generate a new DCS and manifest, using the same tracking and box numbers
log the new shipment into the SMTS Portal
attach PDFs of the new DCS and manifest to the EXCEPTIONS LIST tab
update the tab by entering Manifest and DCS attached in the COMMENTS field, and
click on the INFORMATION PROVIDED button.
Type 4: Unscannable Media Follow the instructions in the table below.
If the password … Then ...
is available
update the EXCEPTIONS LIST tab in the SMTS Portal by entering the password in the COMMENTS field, and
click on the INFORMATION PROVIDED button.
is not available
update the EXCEPTIONS LIST tab in the SMTS Portal by entering Long-term storage in the COMMENTS field (in case the content will not be uploaded to VBMS), and
click on the INFORMATION PROVIDED button.
Type 5: Missing Manifest Follow the instructions in the table below.
If the manifest … Then …
was generated in VBMS
regenerate the manifest
attach a PDF of the manifest to the EXCEPTIONS LIST tab in the SMTS Portal
update the tab by entering Manifest attached to portal in the COMMENTS field, and
click on the INFORMATION PROVIDED button.
was not generated in VBMS
remove all DCSs from VBMS
recreate the shipment (DCSs and manifest), using the same tracking and box numbers
log the new shipment into the SMTS Portal
attach PDFs of the new DCSs and manifest to the EXCEPTIONS LIST tab
update the tab by entering Shipment recreated.DCSs and manifest attached to portal in the COMMENTS field
click on the INFORMATION PROVIDED button
return to the home page, and
enter the tracking number, claim type, and new RMN on the SHIPPING → MANIFEST tab.
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.

5. Requesting a Folder Rescan and Other Scanning Inquiries

Introduction

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.

Change Date

September 3, 2025

II.i.1.B.5.a. Locating 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.b. Rescan 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.c. Handling 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.d. Determining 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 CONFIRMED AT date that loosely corresponds to the shipment’s DATE CREATED field on the VBMS INTAKE tab, and the current location of the claims folder. A paper claims folder is pending scanning if the CONFIRMED AT and DATE CREATED fieldscorrespondand 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.e. Other Scanning Inquiries

For scanning inquiries that don’t fall under the categories identified in this topic, submit the inquiry through the SMTS Portal.

Source: VA M21-1 Adjudication Procedures Manual, M21-1, Part II, Subpart i, Chapter 1, Section B (U.S. government work, reproduced for reference). Browse all sections →