Health IT

Obama promises fixes, hawks low-tech workarounds

President Barack Obama, speaking Oct. 21, 2013 on the troubled launch of

The Obama administration is pressing for improvements to the buggy website that serves as the consumer-facing portal for health insurance applications under the 2010 health care law, but three weeks in, there is still no timetable for fixing the IT problems that have plagued the open-enrollment period.

In a White House speech on Oct. 21, Obama addressed the problem head on, saying, "Nobody's madder than me about the fact that the website isn't working as well as it should, which means it's going to get fixed."

The team in charge of at the Department of Health and Human Services promised a "tech surge" to address problems that have plagued users, including difficulty creating accounts and logging into the site. HHS offered its most detailed look at the problems in an Oct. 20 blog post and said the agency was turning to top programmers inside government and in the private sector to work on the site. Federal Chief Technology Officer Todd Park, a former technology executive with a specialty in health care applications, is pitching in, along with the Presidential Innovation Fellows.

"We're also putting in place tools and processes to aggressively monitor and identify parts of where individuals are encountering errors or having difficulty using the site, so we can prioritize and fix them," the post states.

There was no mention or confirmation by HHS of the back-end problems that are reportedly sending applications to insurance carriers with data errors, duplications and other problems.

An estimated 20 million unique visitors have been to, but only about 460,000 have been able to apply for coverage, with about half the applications coming from and half from the 15 jurisdictions that are running their own insurance exchanges. The disparity between total visitors and the number of applications suggests that some people have given up partway through the process. Obama said the information of those users has been retained in the system, and they will have the option to buy insurance through the exchanges.

"If you've already tried to apply through the website and you've been stuck somewhere along the way, do not worry," he said. "In the coming weeks, we will contact you directly, personally, with a concrete recommendation for how you can complete your application, shop for coverage, pick a plan that meets your needs and get covered once and for all.

It's not clear how the data from partially completed applications is being stored or how potential applicants will be contacted.

Obama asked people frustrated by repeated IT failures to try other application options. The front page of was updated to give new prominence to the telephone application process. "You'll find information about how to talk to a specialist who can help you apply over the phone or to receive a downloadable application you can fill out yourself and mail in," Obama said.

The mail-in option hasn't received much attention, but the Centers for Medicare and Medicaid Services, the unit of HHS directly responsible for implementing the law, planned for 6.2 million mailed applications out of a total of 20 million, in keeping with Congressional Budget Office estimates.

Serco, the Reston, Va.-based contractor responsible for processing paper applications and performing other back-office functions, got an $87 million amendment to its $114 million contract on Sept. 26, just days before the open enrollment period kicked off on Oct. 1, as FCW reported on Oct. 18. HHS would not comment on whether the department added capacity to process paper applications because of anticipated glitches in the computer system's launch.

Serco will also be involved in verifying the eligibility of applicants for subsidies and resolving complications that arise in individual applications and will have a limited role in operating phone banks to address technical questions that can't be answered by call-center workers taking applications over the phone. Serco did not respond to multiple requests for comment from FCW.

People seeking health insurance must enroll by Dec. 15 for coverage to begin on Jan. 1, 2014. CMS is working with contractors to establish a timeline for fixing the site, according to an article in the New York Times.

House Republicans are eager to probe how was designed and tested and whether administration officials had advance warning of the problems that occurred during the launch. The Energy and Commerce Committee is holding a hearing Oct. 24 on the subject. HHS Secretary Kathleen Sebelius had previously declined to testify but on Oct. 21 said she could be available the following week. For now, the House is planning on going ahead with its hearing this week, with or without Sebelius.

About the Author

Adam Mazmanian is FCW's senior staff writer, and covers Congress, health IT and governmentwide IT policy. Connect with him on Twitter: @thisismaz.

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Reader comments

Tue, Oct 22, 2013

What an embarrassment for the President to call a news conference as a forum to give out the 1-800-we-failed phone number as his high-tech solution. Obama always want to blame everyone and everything on someone/something else. The Government is the Lead Systems Integrator of record for the information technology roll-out associated of ObamaCare and they currently have a gag order on all contractors associated with this failed government program. As anyone knows, the LSI controls the end-to-end technical solution, the entire roll-out process and and the entire decision making process and contractors become the technical expertise to the LSI. Evidently, Obama does not trust HHS either, as he alone decided to answers questions yesterday. Perhaps he should have asked tech genius Pelosi about the "glitches" associated with his signature program before going on the air? As a government contractor, I can assure you that this is just another example of government IT failure based on the government employees not understanding the technology they need or what they are buying. Once again, the Obama Administration's distrust of contractors has led to this disastrous roll-out and they are currently trying to figure-out who to blame. Don’t be surprised if they try to blame President Bush. The following questions need to be asked of the White House. 1) Is it correct that the Government is the Lead Systems Integrator for the technical roll-out of ObamaCare? 2) Has the government specifically directed government contractors not to answer questions related to information technology issues associated ObamaCare? With five years of failures, unanswered questions and more failures, ObamaCare is just another failure to add to the list of a failed Administration!

Tue, Oct 22, 2013

As I have said before, many of us knew that the ObamaCare system was not ready. All the signs were there. The entire progrm was rushed without proper care from its very inception to how it was implemented. These foolish liberals who typically have no sense on how the real world operates are so interested in rushing through their socialist programs that they almost always screw up what they are working on. But then they (that includes the majority of the news media) never hold themselves accountable for their actions always blaming others for their own power hungry recklessness. Then they will, in turn, push for more of their destructive policies in order to "fix" the problem when, in fact, they will just make things worse repeating the cycle again and again. The obvious fix is to kill the entire program because what few benefits only some of the general population gets is miniscule compared to damage it not only is doing now but will be doing in the future. But they will not go that way because only the benefits to themselves and their cronies is all that counts for these people.

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