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White House: On track for health care website goal

By Darlene Superville, Associated Press | Posted - Nov. 30, 2013 at 10:21 p.m.


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WASHINGTON (AP) - The Obama administration says it will meet its self-imposed deadline of fixing the troubled health care website so that 50,000 people can log in at the same time starting late Saturday. Yet questions remain about the stability of the site, the volume of traffic it can handle and the quality of the data it is delivering to insurers.

Round-the-clock repair work since HealthCare.gov went live on Oct. 1 has produced fewer errors, and pages are loading faster.

But the site still won't be able to do everything the administration wanted, and companion sites for small businesses and Spanish speakers have been delayed.

Still, the White House hopes a website that is at least operating more smoothly after weeks of bad publicity about its troubles will mark a fresh start for Obama and the signature domestic initiative of his presidency, as well as give him a chance to salvage a second term that has been weighed down by health care law's rough start and other issues.

Administration officials said HealthCare.gov was "performing well" Saturday, the deadline set to have it working smoothly for the "vast majority of users," after overnight hardware upgrades to boost server capacity. The deadline fell during a long holiday weekend when traffic to the site likely would have been slower anyway and at a level unlikely to expose new technical issues.

More hardware upgrades and software fixes were planned for overnight Saturday to further improve speed and reduce errors.

Heathcare.gov fixes 'on track,' problems will remain
by Tory Dunnan

Today is the day President Obama promised that healthcare.gov would be up and running smoothly for the "vast majority of users," but that doesn't mean problems are gone for good.

It's been two months since the botched rollout of the website on Oct. 1, which sparked a firestorm in congress and forced the administration to set a self-imposed deadline.

"The assessment that we have made is that it will take until the end of November for an optimally functioning website," said Kathleen Sebelius, Secretary of Health and Human Services said at the time of the botched- rollout.

The latest from Jeffrey Zients — the man the president brought in to turn things around — is that the fix is "on track" with the goal of the website being able to handle 50,000 users at the same time and more than 800,000 users a day, double what the website could originally handle.

But there is a caveat.

"To be clear, November 30 does not represent a re-launch of healthcare.gov. It is not a magical date. There will be times after November 30 when the site, like any website, does not function optimally," Julie Bataille, spokesperson for Centers for Medicare and Medicaid Services.

Too many people trying to login could still spell trouble. The administration says users cannot login will be put in a "virtual queue" and will get an email with a better time to sign on.

Trouble shooters have been working around the clock, including at a command center in Columbia, Maryland.

FMS Presiden Luke Chung said even if the 50,000 concurrent users goal is met, how much time each user spending on the site could be a headache.

"So the challenge isn't how many lanes do you have on the highway, it's how fast the cars can go down the highway; because if there is any breakdown, you're going to have a big traffic jam and pile up behind you," Chung said.

Republican critics of Obamacare, like Congressman Fred Upton, aren't letting up.

Upton is taking aim at the administration's claim that running smoothly for "the vast majority of users" means an 80 percent success rate. He said that means "the situation is so bad that a 20 percent failure rate is the goal."

"With upgrades last night and those planned for tonight, the team is continuing its ongoing work to make HealthCare.gov work smoothly for the vast majority of users," Julie Bataille, communications director for the Centers for Medicare and Medicaid Services, said Saturday in a blog post. CMS oversees the health care website and is a division of the Department of Health and Human Services.

Additional data on the website's progress was to be released Sunday by Jeff Zients, the website's chief troubleshooter.

Obama promised a few weeks ago that HealthCare.gov "will work much better on Nov. 30, Dec. 1 than it worked certainly on Oct. 1." But, in trying to lower expectations, he said he could not guarantee that "100 percent of the people 100 percent of the time going on this website will have a perfectly seamless, smooth experience."

The nation's largest health insurer trade group said significant problems remain.

Karen Ignagni, president and CEO of America's Health Insurance Plans, said insurers have complained that enrollment data sent to them from the website include too much incorrect, duplicative, garbled or missing information. She said the problems must be cleared up to guarantee consumers the coverage they signed up for effective Jan. 1.

"Until the enrollment process is working from end to end, many consumers will not be able to enroll in coverage," Ignani said.

The first big test of the repaired website probably won't come for another couple of weeks, when an enrollment surge is expected as consumers rush to meet a Dec. 23 deadline so their coverage can kick in on the first of the year.

Avoiding a break in coverage is particularly important for millions of people whose current individual policies were canceled because they don't meet the standards of the health care law, as well as for a group of about 100,000 in an expiring federal program for high-risk patients.

The law requires most people who don't have health insurance to buy coverage or pay fines.

If HealthCare.gov seizes up again at crunch time, the White House may have to yield to congressional demands for extensions or delays in key requirements of the law, such as the individual requirement to get covered. Delaying the individual mandate, in turn, could lead to higher future premiums, since healthy people would no longer have an incentive to sign up.

For the system to be successful, the administration needs large numbers of mostly younger, healthy people to buy coverage to help offset the cost of insuring older people who generally use more health care services. Federal subsidies are available to those who qualify to help lower the cost of insurance.

As a result of the website troubles, HealthCare.gov, which services 36 states, signed up just 27,000 people in October, while the 14 states that run their own websites enrolled 79,000. The total of roughly 106,000 was far off the administration's estimate that nearly 500,000 people would enroll within the first month of the six-month enrollment period.

When the website went live on Oct. 1, it locked up right away. Consumers could not get past a balky page that required them to create accounts before moving on to the next step. The system also did not allow window shopping, which experts said was a departure from standard e-commerce practices and contributed to overloading.

Conflicting explanations were given for the decision, and contractors working on the site told lawmakers there wasn't enough time for testing before the system went live.

The White House initially put a positive spin on the problems, saying the system was overwhelmed by unexpectedly strong interest from millions of consumers. But after Obama tapped Zients, a management consultant, to troubleshoot the situation, officials acknowledged hundreds of bugs that needed fixing.

Obama said this week that despite opposition to the law by Republicans and others, and the past two months of problems that contributed , he believes it will work out in the long run.

"I continue to believe and (I'm) absolutely convinced that at the end of the day, people are going to look back at the work we've done to make sure that in this country, you don't go bankrupt when you get sick, that families have that security," Obama told ABC News. "That is going be a legacy I am extraordinarily proud of.

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Associated Press writer Ricardo Alonso-Zaldivar contributed to this report.

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Follow Darlene Superville on Twitter: http://www.twitter.com/dsupervilleap

(Copyright 2013 The Associated Press. All rights reserved. This material may not be published, broadcast, rewritten or redistributed.)

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