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Making Measurable Progress

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Friday, November 15, 2013

Today, Jeff Zients offered an update on our efforts to improve HealthCare.gov.  In Jeff’s own words –

Overall, we’ve made measurable progress, as the changes and improvements we’ve made over the last few weeks are having a positive impact on system performance and user experience. The Marketplace system was stable all week, with no unscheduled outages. And for most users, speed and response times were generally good, and error rates were low. In total, we now have crossed more than 200 bug fixes off of our punch list.

Here is an update on where we are at the end of the week:

As we stated last week, two of our key operating metrics are response time and error rate.

Response time is how fast the system responds to user's requests. For the first few weeks after the site launched, we estimate that users were waiting an average of eight seconds for pages across the site to load.

This past week, average response times for most users remained under 1 second.

The other critical metric is the site’s error rate, a measure of the frequency, on a per page basis, of system time outs or failures that prevent the user from advancing to the next page or result in users receiving error messages.

Last Friday, we reported that we had reduced the error rate to 2% down from 6% a few weeks earlier.

This week, by continuing to eliminate glitches and execute software bug fixes, we’ve driven the error rate down to under 1%.

So, on both of these key metrics, response times and error rates, we’ve made measurable progress.

But we still have a lot of work ahead of us.

In the last week, volume on the site increased significantly, both in the number of users and user levels of activity; whether viewing pages or completing stages of the process. During peak periods of volume, some users experienced slower response times.

The increased volumes are a good sign, as they indicate the bug fixes and improvements we’ve made are allowing more consumers to move through the site.

But we clearly need the system to perform reliably with fast response times at higher volumes. This is a key focus of our work now, which we are addressing with additional hardware and infrastructure upgrades, starting this weekend. We will be bringing additional servers online, as well as additional database capacity and data storage. With these upgrades, we will significantly increase the system’s capacity and allow us to maintain good speed and response times at higher volumes.

On the software front, in the last week we have crossed more than 60 improvements and bug fixes off our punchlist, including:

  • Adding visual cues to Plan Compare screens to help consumers make the best plan selection.
  • Improving Direct Enrollment functionality to help consumers move back and forth to issuers’ websites.
  • Fixing a glitch that was preventing some consumers in Pennsylvania from moving through the shopping experience.

In total, we now have crossed more than 200 bug fixes off of our punch list.

For next week, we have a prioritized list of 50 additional fixes and improvements that we’re focused on.

There is still a lot of work to be done to continue to improve the system and user experience. And it’s likely that as we move forward we will find additional glitches and experience intermittent periods of sub-optimal performance.

But we are making measurable progress.

And our bottom line continues to be that by the end of November, we expect to have the site working smoothly for the vast majority of users.

As the President said yesterday, not all consumers going on the website will have a seamless experience. We will continue to improve the site beyond the end of the month.

Most people who use the site will have it operate the way it is supposed to. But it’s important to know that even with a well-functioning website, there are going to be people who need additional help.

Whether it’s due to some complexity in individuals’ particular situations or needs, or simply because buying insurance is a big, complicated decision, some will prefer to get assistance in thinking it through.

So while we are focused on making the site work smoothly for the vast majority of users, the team is also working to make sure we are doing everything we can to give people more assistance in the application process through our call centers and available in-person assistance.


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 Donna on
same problem......do not want dental ins. please unlock the review and confirm button
Submitted by Glynis on
That Application Details link in that banner is just informational. That doesn't mean you do have issues. You can just ignore that. It shouldn't be a link. If it's not saving your selections then something got corrupted in your file and you'll have to create a new account with a new username, new password, and new email address and start over. It is a hassle but there isn't anything you can do with this application if it's stuck. You can't complete it because all of the things on the Enroll Checklist have to be done before you can Review and Confirm. Nothing will happen if you abandon this application because it was never completed. Before you create a new account, delete your cookies and temporary internet files. Close your browser then reopen and create a new account. Good luck.
Submitted by Karin on
I have an error on application of 10/12/13, call center nor Advanced Resolution could help. Per the website would be able to Report life changes on 11/15 I have been waiting for this option but the button is not enabled. Cannot fix application which has two of me. The website entered me twice. Got any suggestions as to how I can fix an error that was not of my making.
Submitted by Anne on
I have the same problem. If they would only let users fix their own applications and complete the enrollment they would have so many more people to include in their enrollment figures.
Submitted by Glynis on
You can't fix them you can only create an entirely new account with a new username, new password, and new email address and start over. I have heard you can reuse your email address as long as you have a new username and new password but I would use a new email address to be on the safe side.
Submitted by Glynis on
The best thing to do is to start over by creating a new account with new username, password, and email address. October application files were corrupted because of the problems in Oct. Anybody with an Oct application that still has problems should start from scratch. But do delete your cookies and temporary internet files first.
Submitted by Mary on
Been there, done that. Still can't get a list of my options. Am out of email accounts and is ridiculous that I should create a new one every day to see if I can sign up. I am afraid that by only addressing response times and error messages, these corrupt and atuck accounts will never be fixed and I will not have insurance via ACA. I would like to know if corrupt and stuck accounts will be addressed as part of this "tech surge".
Submitted by dj on
Have tried that and the system would not let me log in. I have been approved but even they cannot get into my info to give me any headway