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

Hundreds of Improvements

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Wednesday, November 27, 2013

As part of our ongoing efforts to make improvements to HealthCare.gov, we continue to focus on the need to build capacity and fix software bugs.

Increasing capacity has largely been a function of enhancing the hardware side of HealthCare.gov so that it is reliable, scalable and recoverable. To do this, we have added server capacity, improved database functionality, and swapped out directory components.

Software fixes have also been an important part of our work. Our development and testing teams, working 24 hours a day, seven days a week, have made hundreds of improvements to system software on both the front-end, which faces consumers, and the back-end, which helps the site operate efficiently. Just last night, we implemented another round of software fixes.

As a result, there are now improvements that:

·        Make it easier for agents-brokers to find applications for consumers.

·        Made the user interface more intuitive for consumers by:

o   Improving display of “Plan Results”

o   Properly display spouse or domestic partner information

o   Allowing consumer to more flexibly enter tax information in the system.

All these fixes have greatly enhanced the ability of consumers to use the site to shop for and enroll in health plans that meet their needs. The site is better today than it was on Oct. 1.  We are on track to meet our goal of having the site work for the vast majority of users by the end of the month. To be clear, Nov. 30 does not represent a “re-launch” of the site. It is not a magical date.  There will be times after Nov. 30 when the site, like any web site, does not perform optimally. And work will continue after Nov. 30 to make further improvements.

Because of the numerous upgrades in software and hardware over the last month, on Dec. 1, HealthCare.gov will be able to handle approximately 50,000 users at the same time and more than 800,000 users a day. However, if there are extraordinarily high spikes in traffic, which exceed the site’s capacity, consumers will be put in a new advanced queuing system that allows them to be notified via email when they can return at a later time. If the site does experience high spikes in volume, as we saw in the first few days of October, we will recommend that consumers consider visiting the site during off-peak hours in the mornings, evenings or on weekends. 

Again, we are seeing improvements week over week with lower error rates and faster response times. Our work will continue so that every American who wants it, can access and enroll in affordable, high quality health coverage.


This post is no longer accepting comments. If you want to learn more about the Affordable Care Act, please visithhs.gov/healthcare. If you have question about or need assistance with health insurance enrollment, please visithttps://www.healthcare.gov/contact-us/.

Join the Conversation


Submitted by david on
If the marketplace can provide a better website at a lower cost, what makes you think it can't provide better healthcare at a lower cost?
Submitted by Glynis on
When you are entering information, be very careful with the format of your answers and follow the examples they give exactly as they look. If they use a dollar sign in one place, then enter a dollar sign. If they don't use it in another, then don't enter one. Same thing with entering cents. Also, don't add any decimals to any place they don't, like to hours worked, round up or down. And your name should be exactly as it appears on your Social Security card.
Submitted by Gloria on
I have tried over150 times to finish my application-- online and by phone-- what a joke-- I am going to submit it my paper--
Submitted by Kathy on
I am not touching the Remove button. I am told someone will get back to me in 24, my first try was 11/26. Nothing. There are questions that keep showing up blank. My address in in standard print, yours is in all capital letters, so I change it to what you found. Am I still considered married even though I am a widow? It says race is optional, I have tried both ways. I am told my application is incomplete. The summary shows all questions answered, but questions themselves are left blank. BCBS gave me a Premium of $585. Since this mess I have been told the new premium will be $598. I thought I got through when it said I was ready to shop, but once again I was shut out. This is a real mess. What does this web site consider getting through? My old boss would have fired me by now.
Submitted by JohnT on
Well - it appears to fix makes it so the login button no longer works on Safari. Good job! By the way, I notice that my identify verification is still pending two months later - maybe that should've been one of your prioritized fixes - it would have resolved issues for a large number of people.
Submitted by Glynis on
If you started an application in Oct then you should delete that one and start over with a new one. Make sure you delete your cookies, temporary internet files, and history first then logout and restart your browser.
Submitted by Ellen on
I'm having the same problem. I keep having to answer the same questions over and over again. I also can't get them to verify my identity after almost 2 months. When is this going to get fixed?
Submitted by John Doe on
Shut this thing down and start with a bipartisan fix!
Submitted by Terry on
I've been trying to get through your system since Oct 5. I have created a new account; I have deleted my old one (just like you said). I am absolutely stuck on identify verification. All my info is correct and current. I never get an indication why; Experian has no idea, when I answer all their questions correctly, why the system fails. This is the most frustrating bureaucratic experience I have ever had. I sent scans of ID docs to your site at least 10 times. I mailed photocopies of my SS Card, Drivers License and freaking US passport to your office with no response. I was promised callbacks and never got them. The key problem here is that everyone I talked at your site is friendly and offers sympathy BUT NO ONE CAN FIX ANYTHING. Why no ID verification? No one knows why. Is there actually ANYONE in your organization who can fix my problem, not simply talk about it? I'm a supporter of the ACA, by the way. But this is still a disaster, when no one seems to be able to solve a user's issues rather than talk about how good it's going to be.
Submitted by Glynis on
I read a comment by a couple of other people saying that they had credit freezes they had to lift. One also said he had some discrepancy in his credit report that he had to fix first.
Submitted by Mike on
My application shows me twice as 2 separate member of a family with the same SSN. Since October 9th, I've made about 7 calls to the support. They could never resolve the problem. They queued up the Advanced Resolution Center (ARC) to call me back during 3 of the calls. The ARC never called back, but I was able to force my way into getting transferred to speak to them. On the first call to ARC on 10/13/2013, the specialist resubmitted my application and made sure it was corrected and said to wait a month before the correction showed and I should receive something in the mail. To date I have received nothing in the mail and I am still listed as 2 people with the same name and SSN on my application. However, I can now, at least, see the plans to enroll in one. The website interface is awful. It does not allow for sorting the available plans by coinsurance, max out of pocket, deductible. It's like web developers used web techniques from the 1970's to build this site.
Submitted by Marie on
I have been trying to just get on the site on and off for over 12 hours now and I cannot get verification of my logon credentials. I have set up 2 user ID's and am going for a third as I type this. No wonder people are frustrated. I lost my insurance and now cant even sign up for new plan. RIDICULOUS!. I tried every trick I could think of and by the way I am in the technology industry so I can imagine how every one else feels.
Submitted by Linda on
I have been trying to log in to the site since Oct. I got on Oct. 2nd filled out my application and was told I was eligible for discounts but the site would never give me my results, just got stuck there. I have not been able to log back in since and have tried everything that has been suggested to log in. I have called and talked to someone on the phone and they have told me that they can not find how much of a discount I am eligible for and can't bring up my application even though it shows I did fill one out. They just told me to try and call back later and maybe they can get my info to come up. If I can't get online and they can't bring me up when I call on the phone, how am I supposed to sign up for health coverage?
Submitted by Lisa on
Finally get further on the site last night through income ready to sign and move on to picking a plan when page says to wait 24 hours the problem will be fixed (on sign and release page). Great I go to sleep thinking finally. Today 3 email messages to log in and read message only there are no messages. Call live chat call rep no one knows anything must be some kind of error I'm told. Still not fixed but there is a remove button to remove application on site. SO something new. Still a headache if this was a company I was buying from I would have been long gone.
Submitted by jacob dehaan on
looks like the problems with healthcare.gov are caused by hackers breaking into the system with the intention of knocking it down
Submitted by Dewey Weber on
Julie Bataille, Director of Communications is unbelievable! She could make an Eskamo buy a refridgerator in the middle of Winter The best in Owellian" ......'DOUBLESPEAK'!! ObamaCare is beginning it's 'Death Sprial"
Submitted by SMJ on
This site is still a mess. I tried to log on at various time today (Sat, 11/30) just to see if everything is still there. And get this, I was one of the lucky ones who was fortunate enough to get through the system, enroll in health and dental plans in early November. Now, today, I cannot log in?? What the heck? For several days, I was able to go back on and see my plans in the "My Plans" section. Today (11/30) however, every time I tried to log in, the screen revered back to the log in screen with blank user and password lines. No error message or anything. Very odd, especially on the supposed big fix day of 11/30. On top of everything else, I still have not heard from Independence Blue Cross with an invoice. Although, I did call Blue Cross and they said my information had arrived in their system and it would be another 8 to 10 days for the insurer to get the info through their application and billing system. The utter lack of communication and more glitches today for somebody who already successfully and supposedly (should I be nervous now????) enrolled, is a an astonishing joke. I fear for the country if we cannot even get this right.
Submitted by Notobama on
Site still broke you lie lie lie lie lie
Submitted by Not obama I tell the truth on
Ya website,still doesn't work. Just saying incase you didn't know,you lied again..
Submitted by Will on
Julie - PLEASE get the ID verification snagged fixed. I've been waiting for over 3 weeks for someone to either process my uploaded documents OR the mailed in documents, just to prove who I am. Promised phone calls from you guys to confirm my existence never come despite elevated status. Experian a no-go for those of us who don't borrow $$.
Submitted by Martin on
Who or what is Mollom?
Submitted by jec on
Think they are the company that runs the site. Friends of Ms. Obama, class of 85...on no -compete contract award. good luck.
Submitted by Martin on
If I feel I have been swindled by quack is there a way to report that here in the land of the lotus eaters?
Submitted by Art on
This is an incredibly important process for the nation, which allows for no additional room for error. Ten to twenty years from now, history will look very favorably on the ACA, its eventual full implementation and the wide availability of insurance for millions whom for decades had no access to it. Each and every person working on this website, notwithstanding the political firestorm surrounding problems with healthcare.gov., must take personal ownership of this project and see to it that everyone is held accountable and every glitch is fixed. This is well beyond the "CYA" stage between CMS, CGI Federal and the host of vendors and subs which screwed this up. The success or failure of the website is tied inexorably to the success or failure of the law - after decades of frustrated attempts to broaden access to health care and insurance. So, while I appreciate the updates, just get the dang on thing fixed once and for all - and marshal every available resource to get it done.
Submitted by Oleg on
Could you provide individual tech. support via e-mail? I believe that would be the best thing you could do to help "every American who wants it, to access and enroll in affordable, high quality health coverage."