Month of repairs ahead for health care website
WASHINGTON — It should be working well by the end of November. That’s the Obama administration’s rough timetable for completing a long list of fixes to HealthCare.gov, the new, trouble-plagued website for uninsured Americans to get coverage.
Summarizing a week’s worth of intensive diagnostics, the administration acknowledged Friday the site has dozens of complex problems and tapped a private company to oversee fixes.
Jeffrey Zients, a management consultant brought in by the White House to assess the extent of problems, told reporters his review found dozens of issues across the entire system. The site is made up of layers of components that are meant to interact in real time with consumers, government agencies and insurance company computers.
It will take a lot of work, but “HealthCare.gov is fixable,” Zients declared.
The vast majority of the issues will be resolved by the end of November, he asserted, and there will be many fewer screen freezes. He stopped short of saying problems will completely vanish.
The administration also said it is promoting one of the website contractors, a subsidiary of the nation’s largest health insurance company, to take on the role of “general contractor” shepherding the fixes.
Quality Software Services — owned by a unit of UnitedHealth Group — was responsible for two components of the government’s online insurance system. One is the data hub, a linchpin that works relatively well, and the other is an accounts registration feature that initially froze and caused many problems.
HealthCare.gov was supposed to be the online portal for uninsured Americans to get coverage under President Barack Obama’s health care law. Envisioned as the equivalent of Amazon.com for health insurance, it became a huge bottleneck immediately upon launch Oct. 1. The flop turned into an embarrassment for Obama and will likely end up as a case study of how government technology programs can go awry.
The briefing from Zients came a day after executives of QSSI and the other major contractor, CGI Federal, told Congress that the government didn’t fully test the system and ordered up last-minute changes that contributed to logjams. Next week, Health and Human Services Secretary Kathleen Sebelius is scheduled to testify.
Visiting a community health center on Friday in Austin, Texas, Sebelius said that “in an ideal world there would have been a lot more testing” but added that her department had little flexibility to postpone the launch against the backdrop of Washington’s unforgiving politics. House Republicans trying to defund the nation’s health insurance program precipitated a government shutdown.
Zients gave some new details about the extent of the problems, but administration officials are still refusing to release any numbers on how many people have successfully enrolled. Although 700,000 have applied for coverage through the new online markets, it’s believed only a fraction of that number actually managed to sign up.
