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Making a difference in how people find health information, today and into the future.

A Technology Surge for HealthCare.gov

Tuesday, October 22, 2013

Today, we are announcing key steps the Department is taking as part of a tech surge to continue to improve the consumer experience on HealthCare.gov. 

First, I am very pleased to announce we are bringing management expert and former CEO and Chairman of two publicly traded companies Jeff Zients on board to work in close cooperation with our HHS team to provide management advice and counsel to the project.  Jeff has led some of the country’s top management firms, providing private sector companies around the world with best practices in management, strategy and operations.  He has a proven track record as Acting Director at the Office of Management and Budget and as the nation’s first Chief Performance Officer.  Working alongside our team and using his rich expertise and management acumen, Jeff will provide short-term advice, assessments and recommendations. 

We’ve also brought in additional experts and specialists drawn from within government, our contractors, and industry, including veterans of top Silicon Valley companies.  These reinforcements include a handful of Presidential Innovation Fellows.  This new infusion of talent will bring a powerful array of subject matter expertise and skills, including extensive experience scaling major IT systems.  This effort is being marshaled as part of a cross-functional team that is working aggressively to diagnose parts of HealthCare.gov that are experiencing problems, learn from successful states, prioritize issues, and fix them. 

In addition to our efforts to ramp up capacity and expertise with the country’s leading innovators and problem solvers, we have secured additional staff and commitments from our contractors, including CGI, the lead firm responsible for the federally facilitated marketplace technology.  They are providing and directing the additional resources needed for this project within the provisions of their existing contract. 

We will continue to keep you updated on our progress on improving HealthCare.gov.  As we work to fix the site, we encourage Americans to continue to sign up for quality affordable coverage in four ways: by phone, online, by-mail and in person.  Millions of Americans are already benefitting from the law, through increased benefits like preventative care at no additional costs and drug discounts for seniors.  We believe the product of the law – affordable health insurance – is good, but we won’t stop until every American who wants it gains access to these new options for care.

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Submitted by Tom on
This is refreshing that Kathleen Sebelius, Secretary of Health and Human Services is finally admitting that they don't have a clue how to fix this problem and need expert management help.
Submitted by SCAC on
I work for a large health care carrier and an an ACA regulation specialist - personally I support the efforts put forth regarding ACA - the problem with the website however should have been tested and retested pre - release. It was a recepe for disaster by not admitting it was not prepared to open. It is all well and good that now they are bringing in all the Silicon valley experts - but why not before???? The government knows very well the Republican s are jumping on this and running with it. Unfortuately Kathleen will pay the price for the debockle. Too back cause she is doing an kick up job otherwise
Submitted by Barry on
So the president has brought in "handful of Presidential Innovation Fellows" with what qualifications beyond supporting an arrogant president who demands everyone do what he wants regardless of the Constitution of the United States of America? Since the president and others have paid or contracted a reported $500 million of taxpayer money to a Canadian company, note ZERO jobs for U.S. citizens, it seems the citizens have a right for a functioning product to service their needs as demanded by this administration.
Submitted by Anonymous on
Beth - The representatives that answer the Live Chat feature are located in the U.S. The call center is as well. None of these locations are outsourced.
Submitted by Beth on
Why is the live chat being answered by people in another country? This is an US healthcare act, and questions about how to navigate the web site should not be answered by people that do not live in the US, or are not US citizens. Is the call center being answered by people outside the US? I think the President and anyone involved in making the decision to contract out the live chat outside the US should be ashamed of themselves. In addition, with the high unemployment rate in the US its a crime that these jobs did not go to residents of the US. I printed out the chat I had last night and have sent it to several TV stations. I'm sure if Americans knew that their questions were not being answered by other Americans they would be appalled as I am. A small town Mid-western.
Submitted by Barry on
Jeff Zients looks like another political payoff position, i.e. "Acting Director at the Office of Management and Budget and as the nation’s first Chief Performance Officer" for an administration that has not passed a budget and has DOUBLED the national debt in 5 years.
Submitted by David on
Suggest the Administration look to the handful of state exchanges who seem to have their act in order. And actually understand health care on the ground. It's critical to get this right -- the ACA is in incomplete but really positive step forward, but get away from the "usual cast of Beltway" candidates and get real talent from the field
Submitted by Paul on
Will I be getting a reimbursement check for my portion of the millions if not billions wasted on this mess? Also who will be held accountable? I don't think that's to much to ask. I'll wait for your reply.
Submitted by Gene on
It's going to be well over a billion before the web site is anywhere near to work right.
Submitted by Kate on
Why not make the fix like the Manhattan Project & gather the best: Apple, Cisco, Oracle, etc. to make it right. Really, if Calif & Kentucky have easy to use sites, why not copy thetis, now?