HEALTH We are working to improve HealthCare.gov

We are working to improve HealthCare.gov

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Published in February 13, 2014

We are committed to updating you on our progress as we work to improve HealthCare.gov. Please check back frequently for the latest information on the status of our site.

And remember, there is several different ways you can apply for coverage.

Thursday February 27: Ready to serve millions more

As we head into the final weeks of open enrollment, HealthCare.gov is up and running and ready to serve you. Hundreds of thousands of visitors visit the site every day to search for coverage. And we continue to add new enhancements to streamline the application process.

Thursday, February 13: Next maintenance of the Social Security system

Our online application uses a data service center to “talk to” other data systems to verify the information you enter. One of these systems belongs to the Social Security Administration, which verifies Social Security Numbers and other related data. From Saturday, February 15, 2014, at 3:00 pm to Tuesday, February 18, 2014, at 5:00 am EST, the Social Security Administration will perform regularly scheduled and required systems maintenance activities. During this time, you will not be able to apply on HealthCare.gov and find out what you are eligible for. If you are trying to enroll before the February 15 deadline for coverage beginning March 1, you should try to submit your application before 3:00 pm on February 15, so that you are not affected by the interruption.

Thursday, January 16: HealthCare.gov advances

We’re pleased that HealthCare.gov has helped millions of Americans access health care, but our work isn’t done. And we’re staying tuned to make sure the website works well—and is constantly improving—as we invite new consumers to sign up for quality, affordable health coverage in the coming months.

Friday, December 27: To meet the brand

HealthCare.gov is meeting the requirements and helping Americans across the country find safe, quality health insurance coverage at an affordable price. We have seen significant progress and we will continue to work to ensure that the consumer experience continues to improve during the open enrollment period.

Tuesday, December 24: Complete enrollments for consumers seeking coverage by January 1

HealthCare.gov received 2 million visits to the site and our call center received more than 250,000 calls on December 23. We are working to complete enrollments for consumers looking for affordable coverage beginning January 1. If you tried to enroll before the deadline and experienced system problems, you should contact the Marketplace call center for individual assistance.

Monday, December 23: A record day for HealthCare.gov and consumers

The system handled a record number of consumers completing their registrations with an overall low error rate, averaging less than 0.4 percent, and fast response times, averaging less than a second, despite the increased traffic.

Saturday, December 14: Missing 834 as percentage of enrollment now near zero

We are working to ensure that all 834 forms, past and present, are accurate and that consumers can successfully enroll in the coverage of their choice.

Friday, December 6: Weekly Metrics Report

More than 3.7 million consumers visited HealthCare.gov this week to learn about their health insurance options, create an account, learn about financial help, compare options and select a plan.

Monday, December 2: Improved storefronts

Now you can see more detailed information about each Marketplace plan offered in your area before you apply. Compare plans, covered benefits, doctor and hospital networks, and more. No login or app required to access this new window shopping tool.

Sunday December 1: Operational Progress Report

We’ve provided weekly reports so far and want to highlight our work as we begin December, detailing the measurable improvements we’ve made to HealthCare.gov and acknowledging that there is still work to be done.

Saturday November 30: Weekend work continues

This weekend’s maintenance windows allowed for additional hardware updates and software fixes as part of a planned set of improvements to improve speed and reduce bugs.

Wednesday, November 27: Hundreds of improvements

We have increased capacity and made software fixes that will greatly improve consumers’ ability to use HealthCare.gov to shop for and enroll in health plans that meet their needs.

Monday, November 25: Adding additional capacity

Over the weekend, we rolled out software fixes focused on improving the user experience, improving enrollment, and streamlining workflow for agents, brokers, and call center representatives. In addition, we have added storage capacity in the CMS data center. This infrastructure upgrade will allow for more processing power as more users move through the system.

Friday, November 22: Capacity Advances

HealthCare.gov will be running smoothly for the vast majority of users by the end of November. We’re making progress: average response time is now less than 1 second, error rate is less than 1%, and we’re making updates to double capacity to support more concurrent users.

Thursday November 21 – Ongoing software fixes improve user experience

Last night, we added several dozen software fixes that address key website features. These fixes improved the user experience, enrollment process, and workflow for agents, brokers, and call center representatives.

Tuesday, November 19: Facilitating the registration process

We’ve completed fixes for two-thirds of the high-priority bugs that our team identified as being responsible for issues with 834 transactions and direct enrollment.

Monday November 18: Progress over the weekend

Over the past few weeks, we’ve made measurable progress improving HealthCare.gov, addressing both software glitches and hardware updates, all of which will make a significant difference to the consumer experience.

Saturday November 16: weekly closing

As we continue to improve HealthCare.Gov, we want to give you a summary of the fixes we’ve made to the site over the last week and give you an update on open enrollment.

Friday, November 15: Measurable Progress

We have made measurable progress and the changes and improvements we have made in the past few weeks are having a positive impact on system performance. We’ve crossed over 200 bug fixes off our to-do list and reduced the bug rate below 1%.

Tuesday, November 12: Improved user experience

We made substantial progress over the weekend on HealthCare.gov, implementing updates that will improve the user experience, improve system performance, and streamline the process for agents/brokers and customer service representatives.

Saturday, November 9: A Progress Update

We have implemented major fixes over the last three weeks, improving the performance of the site. Learn about the fixes and read the stories of Americans who are successfully completing their applications using HealthCare.gov.

Friday, November 8: How we are measuring progress

Two of the metrics we use to measure progress are response time and error rate. Response time is how quickly the system responds to user requests. Error rate is a measure of the frequency of timeouts or system failures that prevent a user from moving forward. We have made significant progress on both of these metrics.

Thursday, November 7: Good practices for improvements

We experienced new stresses on the downstream system in the application that revealed new capacity issues. Overnight, we’ve added hardware to help relieve that pressure. Additionally, QSSI has established a new protocol that will help us progress our checklist and continually improve the functionality and performance of HealthCare.gov.

Wednesday, November 6: An update on HealthCare.gov

Overnight, we added a new software release that included dozens of fixes focused on improving the user experience and agent and broker processes. Some of you may still be experiencing login difficulties or slowness in the Marketplace app. We are working to quickly resolve those issues.

Monday November 4: A weekend of work brings more progress

We’ve made more than a dozen major fixes to the HealthCare.gov application and enrollment system to improve performance and functionality. This includes arrangements to correct the information in the 834 notices that insurance companies use to process enrollments.

Friday, November 1: An update on progress

We’ve made progress this week by crossing off to-do list items, fixing bugs, and improving site performance. HealthCare.gov works better today for users than it did last week, and we will continue to measure our progress, hold teams accountable, and drive updates to improve the consumer experience.

Thursday, October 31: more information about the technological increase

We’ve added key government and private sector personnel, including senior engineers and technology managers from Google, Oracle, and Red Hat.

Tuesday, October 29: Improvement of the account registration process

We have made significant progress since October 1 to offer a much simpler account registration process for consumers. Several new fixes have substantially reduced the error rate and increased our capacity.

Monday, October 28: Continued Improvements to HealthCare.gov

Working over the weekend with new management in place, the technical team made some fixes to address performance and functionality. We are diagnosing issues and making quick decisions with developers to resolve issues in real time.

Saturday October 26: What works in Marketplace

Every day, we use Data Services Hub, a secure and efficient tool, to help you and your family get quality, affordable health care. Yesterday, we announced a clear path forward so that HealthCare.gov will be running smoothly for the vast majority of consumers by the end of November.

Wednesday, October 23: See how we’re improving HealthCare.gov

Over the past few days, we’ve shared updates with you about our technology augmentation and the steps we’re taking to ensure HealthCare.gov improves. In the future, we will provide updates through regular blogs and press briefings.

Tuesday, October 22: A Tech Boost for HealthCare.gov

We’ve brought in experts from across the federal government and the private sector to improve the consumer experience at HealthCare.gov.

Sunday, October 20: Improvements to HealthCare.gov

The initial consumer experience of HealthCare.gov has not lived up to the expectations of the American people. We work day and night and we are committed to doing better.

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