From the Healthcare.gov site (Dec. 1)
The Health Insurance Marketplace online application isn’t available from approximately 1 a.m. to 5 a.m. EST daily while we make improvements. Additional down times may be possible as we work to make things better. The rest of the site and the Marketplace call center remain available during these hours.
We’re committed to updating you on our progress as we work to improve HealthCare.gov. Check back often to get the latest information on the status of our site.
And remember, there are 4 ways you can apply for coverage.
We’ve increased capacity and made software fixes that will greatly enhance the ability of consumers to use HealthCare.gov to shop for and enroll in health plans that meet their needs.
Over the weekend, we implemented software fixes focused on enhancing the user experience, improving enrollment, and streamlining the workflow for agents, brokers and call center representatives. Additionally, we added storage capacity in the CMS Data center. This infrastructure improvement will enable increased processing power as more users move through the system.
HealthCare.gov will work smoothly for the vast majority of users by the end of November. We’re making progress: Average response time is now under 1 second, the error rate is less than 1%, and we’re making upgrades to double capacity so we can support more simultaneous users.
Last night, we added several dozen software fixes that address key functions of the website. These fixes improved user experience, the enrollment process, and the workflow for agents, brokers, and call center representatives.
We’ve completed fixes for two-thirds of the high priority bugs that our team identified as being responsible for issues with 834 transactions and Direct Enrollment.
Over the past few weeks, we’ve made measurable progress to improve HealthCare.gov, addressing both software glitches and hardware upgrades–-all of which will make a meaningful difference in the consumer experience.
As we continue to improve HealthCare.Gov, we want to provide you with a wrap up of the fixes we’ve made to the site over the last week and give you an update on open enrollment.
We’ve made measurable progress and the changes and improvements we’ve made over the last few weeks are having a positive impact on system performance. We’ve crossed more than 200 bug fixes off of our punch list and driven the error rate down below 1%.
We’ve made substantive progress over the weekend on HealthCare.gov – implementing updates that will improve the user experience, improve system throughput, and streamline the process for agent/brokers and customer service representatives.
We’ve put major fixes in place over the last three weeks, improving site performance. Learn about the fixes, and read the stories of Americans who are successfully finishing their applications using HealthCare.gov.
Two of the metrics by which we are measuring progress are response time and error rate. Response time is how fast the system responds to user requests. Error rate is a measure of the frequency of system time outs or failures that prevent a user from advancing. We’ve made meaningful progress against both of these metrics.
We experienced new stresses on the system further downstream in the application revealing new capacity issues. Overnight, we added hardware to help alleviate that pressure. In addition, QSSI has established a new protocol that will help us make progress on our punch list and continuously improve the functionality and performance of HealthCare.gov.
Overnight, we added a new software release that included dozens of fixes focused on improving the user experience and agent and broker processes. Some of you may still be experiencing difficulties logging in or slowness in the Marketplace application. We are working to rapidly resolve those issues.
We’ve made more than a dozen important fixes to the HealthCare.gov application and enrollment system to improve performance and functionality. This includes fixes to correct information on 834 notices that insurance companies use to process enrollments.
We’ve made progress this week in crossing items off the punch list, fixing bugs, and improving site performance. HealthCare.gov works better today for users than it did last week and we will continue to measure our progress, hold teams accountable, and drive upgrades to improve the consumer experience.
We’ve added key personnel from the government and private sector, including expert engineers and technology managers from Google, Oracle, and Red Hat.
We’ve made significant progress since October 1 to deliver a much smoother account registration process for consumers. Several new fixes have substantially reduced the error rate and increased our capacity.
Working over the weekend with new management in place, the tech team made some fixes to address performance and functionality. We’re diagnosing problems and making quick decisions with developers to resolve issues in real time.
Every day, we’re using the Data Services Hub – a secure and efficient tool – to help you and your family get affordable, quality health care. Yesterday, we announced a clear path forward so that by the end of November, HealthCare.gov will work smoothly for the vast majority of consumers.
Over the last few days, we’ve shared updates with you on our tech surge and the steps we’re taking to ensure that HealthCare.gov gets better. Moving forward we will provide updates through regular blogs and press telebriefings.
We’ve brought in experts from across the federal government and private sector to improve the consumer experience on HealthCare.gov.
The initial consumer experience of HealthCare.gov has not lived up to the expectations of the American people. We’re working around the clock and committed to doing better.