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Improving the User Experience

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Tuesday, November 12, 2013

We’ve made substantive progress over the weekend—and the Healthcare.gov site continues to get better each week.

First, we took steps to improve hardware and software issues. We successfully installed two large-scale data storage units, which will help ensure the stability of the Federally-facilitated Marketplace application.   Storage units are crucial to handling volume, and more will be added over the next few weeks.  Additionally, we are closely monitoring load balances among storage units to ensure efficient transaction handling. 

Second, based on the new protocol established last week to enable integrated performance teams to identify, prioritize, test and fix specific software issues on an accelerated basis, we implemented software fixes that addressed dozens of outstanding issues. 

These updates will improve the user experience, improve system throughput, and streamline the process for agent/brokers and customer service representatives. 

A few examples – which demonstrate the depth and specificity of fixes we’ve done to enhance the application and user experience include the following:

  • “Save” and “remove” options were added for consumers to upload documents to enable easier enrollment.
  • Consumer alerts were added on Plan Compare to let users know they cannot use Advanced Premium Tax Credits (APTC) if they select catastrophic plans.
  • And Out-of-state residency information changes were simplified.

A number of other application fixes also improve user flow and address issues with 834 transaction forms.   834s are the transaction forms that the Marketplace system provides to insurance companies to complete the processing of an application and to enable the customer to ultimately complete payment and enrollment with the issuer.

  • Cancellation notices have been corrected.  Users –individuals or insurers—are now notified appropriately when a cancellation is made.
  • A rate rounding issue was fixed to enable users’ applications to move forward more easily.  Previously, APTC calculations that rounded resulted in stopping the application process.
  • If an individual chooses to work with a broker/agent, the broker can now add a unique identifier to simplify the workflow and to reference the information in the future.

In addition to these recent fixes, our ongoing monitoring shows that the system is stable with users moving more quickly through it with fewer errors.  As we’ve reported previously, we’ve also resolved many of the initial account creation issues that consumers had experienced early on.

Third, we know that in the first days of open enrollment many consumers tried to log in to the Marketplace on HealthCare.gov— and to take the first step to create an online account— but had trouble. While working to improve our systems, we’ve been conducting analysis to identify those consumers who may have been unsuccessful in creating accounts at that time.

Today we’re beginning to send messages to those consumers who had account creation issues to let them know they can now try again.  And we’re providing them with instructions about how to get enrolled—and some tips. We have also posted a consumer blog on this at HealthCare.gov.

We’ll continue to actively communicate with consumers about where they are in the process and what they need to do to complete enrollment over time. As we go forward, we continue to make progress on HealthCare.gov.  We have the right team in place and a relentless focus on getting the job done quickly and well.  The site is getting better each week, and by the end of November, it will be working smoothly for the vast majority of users.

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Submitted by nick on
Created an account 6 months ago and have tried everyday since oct 1 to log in and have been unable to do so
Submitted by Ira on
was knocked out just as I completed the initial account information. What is the transition between setting up the account & entering the marketplace?
Submitted by Catherine on
Could you at least break down users by first letter of last name, and recommend that they apply on a certain day of the week to break down the usage to one seventh (1/7) of the traffic and ease up the backlog? You could show the message on page one that if your last name starts with letter A, the best time for you to log on is Monday. Could you also put up a message on page one that shows the busy times by time zone? If I knew that my day was Thursday and that before 8AM or after 10PM was the best time, most people would try that and fewer than 100 million would be loggin on at the same time.
Submitted by Tracy on
I'm sorry but nothing you have done has helped. i thought this health care was suppose to help the middle class but it is doing nothing but leaving us with out insurance. I have to reenroll in my companies insurance by the 15th and they have more than doubled our rates, my family can not afford this. I would like to know if the government will have more affordable health care but because the system has so many problems I can not get any answers after trying for two weeks. I have talked to 3 phone representatives and all they can say is sorry you have to wait. So now my family with 2 young children will go into winter peobably with no health insurance, thank you obama.
Submitted by Nancy on
Can not open the Create Account button. Click on the button and it does not take you anywhere. Called and spoke with a representative for over an hour and when she tried to submit my application it would not go through. How are you to complete an application when you can't create an account?
Submitted by Anonymous on
"We’ve made substantive progress over the weekend—and the Healthcare.gov site continues to get better each week!"....cannot create account....I puch the creat account button and nothing happens. Is this how it is supposed to work or am I doing something wrong.?
Submitted by barry p on
looks like there is no progress. cannot create account.
Submitted by larry on
I push create an account and nothing works
Submitted by Carl on
If overload is the problem, why not stage the applicants by last name: ABC on Monday, DEFG on Tuesday, etc.?
Submitted by Lisa on
I can't open the window for CREATE AN ACCOUNT either! have tried for 2 days...called support and spoke to representative who was very nice but couldn't understand why not working...went through protocol on cookies etc? any news on when it can be accessed?