Jeff Zients sounds like he has a handle on the situation. Too bad someone like him was not put in charge 3 years ago. There seems to be a lot of re-engineering going on. That raises the issue of backwards compatibility. At some point HHS/CMS needs to just tell the people who created accounts on healthcare.gov and started the enrollment process before some date, eg before Oct 15 or Oct 22 whatever, that their accounts and applications are in hopeless zombie states and that they should start over using a new email address to provide a unique key via first name / last name / email address tuple. HHS/CMS would be doing them a favor if they just purged any accounts created early on that didn't make it through to enrollment.
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