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Obamacare odyssey: New week, same rotten result

The government's IT shop has had several days to work out the online glitches, but it's tough to see proof of any progress.

By Money Staff Oct 16, 2013 2:42PM

This post comes from John F. Wasik at partner site The Fiscal Times.

 

The Fiscal Times on MSN MoneyAs I noted in my post last week, I've been trying to shop for a health-insurance plan on the new Affordable Care Act (ACA) online marketplace HealthCare.gov.

 

I've tried to remain patient and work through the myriad system crashes and cul-de-sacs. The government has admitted that it didn't have enough capacity to deal with tens of millions of people searching for policies. In a way, that's good for the future of the ACA, since it shows robust demand. But not being able to get into the HealthCare.gov system is both frustrating and politically volatile. The ACA will live or die based on whether Americans can eventually obtain affordable coverage that serves their needs.

 

For me, as I've previously stated, this isn't an academic or journalistic exercise. I really want to find affordable coverage for my family since we've been buying catastrophic policies – which cover little and carry a $6,000 deductible – for the last decade or so. My wife has been treated for cancer, so shopping for private insurance outside of the exchange is not a viable option. I'd like to pay less than the (up to) $15,000 we shell out for out-of-pocket health expenses every year.

 

The first two weeks of the HealthCare.gov site haven’t gotten me closer to that goal.

An inevitable conclusion

I tried logging in during various times of the day, but the system consistently crashed, saying it was "unavailable." When I finally did get to the next level beyond the log-in, another message bounced me to an "identity verification" tier that was handled outside the system by Experian, the giant credit-reporting firm perhaps better suited to handle this task.

 

When I finally got through to an Experian representative on a separate toll-free number, I was told I needed a "verification code," which I did not have, so I called back HealthCare.gov's toll-free line.

 

"You'll have to get that from the system; we can't give it to you," the representative said.

 Frustrated medical doctor © Corbis/SuperStock

Upon trying to log in and getting whacked with another system meltdown, I called it a night. This was one week after HealthCare.gov opened for business.

 

Since then, I've continued to try several times a day, including at 4:45 a.m yesterday morning. Same result: "error" at the log-in. Two weeks after the debut of HealthCare.gov, my conclusion is simple: You can't use this system if you can't access it.

 

While the government is loathe to say that HealthCare.gov is buggier than a flophouse above a greasy spoon, one unofficial estimate shows that the actual log-in and application rate is awful. According to an Oct. 11 post on Bob Laszewski's "Health Care Policy and Marketplace Review" blog, "not more than 5,000 individuals and families signed up for health insurance" in the 36 states the federal exchange serves. Although I can't independently verify these numbers, that translates into roughly 50 enrollments per day. 

 

Most troubling to me was that the government based its projected volume on Medicare.gov volume, which ran up to 30,000 users a day. Why compare a semi-technical user population to up to 30 million people searching for a policy at the same time? Somebody wasn't thinking logically.

 

"These bugs were functions of volume,'' U.S. Chief Technology Officer Todd Park told USA Today several days after this site’s launch. "Take away the volume and it works.''

 

Multiple reports suggest the problems with the site go well beyond those server capacity issues.

 

I asked U.S. Health and Human Services (HHS) spokesman Brian Cook what the agency was thinking when they designed the HealthCare.gov system. He had contacted me upon seeing my first post on this subject last week. I sent him a list of questions about why the system was so bug-ridden and the actual number of people getting through, but received no reply.

 

Precedents for botched rollouts

There seems to be a precedent for bad rollouts of new government programs. The opening of the Medicare Part D drug plan was confusing and messy, as was the introduction of the Massachusetts state health plan under GOP Gov. Mitt Romney.

 

Officials in the Bay State botched a projection of the number of people who would be eligible for free and subsidized health coverage. In 2006, that number was pegged at 140,000. But the state vastly underestimated the demand; by 2007 there were 367,000 newly insured citizens. 

 

Did the officials at HHS take a cue and learn from the introduction of "Romneycare," officially known as the "Connector?" It doesn’t look like it.

 

According to The Associated Press, millions of Americans have tried getting into HealthCare.gov – HHS isn't saying how many have actually been able to submit online applications – but only 7 percent have "tried to sign up for insurance." That's more than 20 million Americans or roughly the total population of the top six cities in the U.S.

 

If the tech issues with the site reflect the federal government's general tendency to buy and implement outdated and buggy programs, then the Congress needs to audit and overhaul the $80 billion spent on information technology (IT) every year. As has been documented before – from antiquated counter-terrorism IT before 9/11 to Pentagon procurement systems – it's possible that the government is wasting billions on junk technology. If this country can afford to have the best IT in government and created a vast system to spy on its citizens, why isn't it spending our money wisely?

 

If and when the government gets HealthCare.gov up and running, it may face yet even more complications. As part of a proposed Senate deal to re-open the government, income certifications and audits might be required.

 

The first audit should be focused on the tech team. Technical ineptitude may succeed in doing what anti-Obamacare Republicans largely failed to do when they forced a government shutdown: Keep people out of a system designed to initially provide insurance for more than 7 million people.

 

The window is fast closing for our collective patience. As much as I want this system to work, it needs some competent engineering and immediate quick fixes.

 

When the nation and media shift their gazes back to the ACA once the debt-ceiling drama is over, the HealthCare.gov show must go on or far too many people will leave the theater.

 

More from The Fiscal Times:

 

729Comments
Oct 16, 2013 6:30PM
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People just don't understand.  Obamacare was never about health.  It is about votes.
Votes from the typical Liberal base.  
ie.  Takers 
       Whiners
       Lazy
       Uneducated
       Undocumented
       Freeloaders
       

        
Oct 16, 2013 6:04PM
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Obamacare is a looser.  Wait till people see what they have to pay for insurance and what the deductibles are.  OBamacare insurance will be more expensive than insurance was prior to Obamacare.  Wait till people see all the new taxes buried in Obamacare.  Those who voted for Obama & the Democrats will get the royal screwing they deserve. 
Oct 16, 2013 6:18PM
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How could anyone be surprised??!!  Ask yourself..what does the government run well?? Nothing!

Get rid of all Federal Agencies  except a very few...let states collect taxes and run their own states. Think how far our tax money would go in our own state!! We don't need an Health Department, Education Department telling our hospitals and schools what to do ...and so on. It is just a bunch of duplicated, red tape, hyper-partisan politics!!

Obama is truly the most divisive President this country has EVER had. He is destroying our economy, loves to create race wars and truly doesn't know how to govern.  "I will not negotiate".... what a line, while he drives our country to become Greece or Spain 2.0.

Voters...how could you have re-elected Obama?  Our kids futures are being burdened by Obama and the liberal Democratic party!
Oct 16, 2013 5:48PM
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All the time and money wasted on this wreck cannot be recovered. This is a train wreck has cost the UNITED STATES TAX PAYER  $600,000,000.00. It is not  affordable either unless you are already on government assistance.  But hey every one wanted this rite that's why we were told it was not tax then now it is a tax with fine and penalties if you sign up. All the while we were told we have to pass it to see whats in it and once the 2700 page book was read nobody wants it but hey the president said this is what the people of the 57 states wanted rite oh by the way in all his vacation time has he been to all 57 states. And if this is so great why isn't this the LAW of the land and not just the LAW OF THE HARD WORKING.

Oct 16, 2013 6:05PM
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The only people who have signed up are the ones who will qualify for medicade or already have preexisting conditions and can't get coverage anywhere else and will have at least $6000 deductible before it pays a dime of health care with there coinsurance of 40% of that amount. Remember...
       Lean Forward, Grab your ankles, Oblamacare is behind you!!!!!!!!!!!! 
Oct 16, 2013 5:45PM
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People expect something else besides this from the federal government?
Oct 16, 2013 5:58PM
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With all these initial problems, good luck getting the ~3 million healthy young people to sign up and pay for the old or pre-existing conditions or poor people that will wind up bankrupting the ACA.  Well not quite bankrupting - now that the Fed. gov't elephant has its foot in the door, and Obama not up for re-election, expect some serious tax hikes on the middle class as well as the wealthy. 

Oct 16, 2013 6:04PM
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THIS HEALTH CARE WILL FALL UNDER IT'S OWN WEIGHT. ONE, PEOPLE LIKE MYSELF ARE LOSING OUR HEALTHCARE INSURANCE BECAUSE PREMIUMS ARE GOING UP AND I MYSELF WILL BE GOING TO PAY THE PENALTY BECAUSE OBAMACARE HAS HIGH DEDUCTIBLES AND IS THEREFORE NOT WORTH IT. TWO, THE YOUNG THAT IS NEEDED TO SUPPORT IT, AT LEAST 7 MILLION HAVE EITHER HIGH STUDENT LOANS OR NO JOBS OR BOTH AND WILL NOT BE SIGNING UP, ALSO BECAUSE OF THE HIGH DEDUCTIBLES. AS OF NOW, ONLY 51,000 PEOPLE SIGNED UP AND MOSTLY THE PEOPLE IT DOES HELP, PEOPLE WITH PRE-EXISTING CONDITIONS WHICH IS THE REASON MY HEALTH CARE PREMIUMS WENT UP. SO 85% OF ALL WILL SUFFER FOR THE 15%. REAL SMART OBAMANUT
Oct 16, 2013 7:09PM
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I lost 30 to 40 hours a month of income, not to mention benefits so that my employer can stay in business because of Obamacare.  As a result, I had to go on forebearance for my student loans as I cannot make the payments.  And now, because I cannot afford Obamacare, the rat bastard's Gestapo, a.k.a. the I.R.S. is going to take hundreds of dollars away from me per year as a penalty for something that wasn't my doing.  Why hasn't this Dictator and his cronies been impeached and expatriated yet????????????????
Oct 16, 2013 6:28PM
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Oh, and if you think their website is having a hard time now.......just wait till the hackers get their mitts on it! 
Oct 16, 2013 5:57PM
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So obamacare has issues, When was the last time anyone said government was efficient?. I also wanted to see if I could find a more affordable insurance plan, but got tired of seeing the message "please wait". Obamacare is more like Obama's folly as he and the democrats obviously have never heard of the KISS principle.
Oct 16, 2013 6:28PM
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MORE PEOPLE WILL BE OFF HEALTH CARE BECAUSE OF HIGHER PREMIUMS AND HIGHER DEDUCTIBLES OF THE EXCHANGES AND SENOIRS ARE PISSED BECAUSE 500 BILLION WAS TAKEN OUT OF MEDICARE ADVANTAGE TO HELP FUND OBMACARE, ALL TO JUST HELP THE 15% WITH PRE-EXISTING CONDITIONS. CAN NOT WAIT FOR NOV. 4, 2014.
Oct 16, 2013 6:19PM
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I have been trying to get on the federal exchange site since day one. You still cannot create an account,log in successfully and scan the plans and rates. I called the 800 number on three occasion and was told by two customer service reps that the site has NEVER been up and functioning from day one. They were very fustrated as they are catching hell from callers. On the third call a girl took my application and said she could enroll me and give me a plan description and rate. After and hour and 15 minutes of tooth-pulling she told me the system crashed again and we were lucky to get as far as we did in the application process. The system is a total POS. It cost 7 time the projection and is full of code and development errors. The problems are not related to "heavy use". Obama promised us a Cadillac and delivered another hooptee. I don't expect much from Obama and he continues to exceed those expectations.
Oct 16, 2013 6:18PM
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So who is shocked/surprised by this???????
Oct 16, 2013 6:18PM
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THE LEECHES ARE MOVING IN THANKS TO THE PRESIDENT IN THE BLACK HOUSE
Oct 16, 2013 7:08PM
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OBAMANUT WAS WILLING TO LET THIS GOVRNMENT DEFAULT FOR HIS SOCIALIST IDEOLOGY.
Oct 16, 2013 5:58PM
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This debacle may at some point lumbar along like a cripple one legged man in a 100 yard dash but will never fulfill the system before Obama-care came along....The government has no good efficient effective systems or operations...... too top heavy not even considering political aspects.   
Oct 16, 2013 5:52PM
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They honestly should have predicted much larger a population if their goal was to go after over 30 million in uninsured individuals...

It's not launch day for an MMORPG video game where the company expects a smaller volume of players and faces lag. It's real life, it was built with the idea of being simple and for people to find convenient and affordable health insurance no?

Poor planning. This kind of review is fair.

Oct 16, 2013 6:58PM
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Now remind me again how this incompetent divisive, socialist, lazy community organizer was re-elected?  Fool me once, shame on you, fool me twice, shame on me.
Oct 16, 2013 6:45PM
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Obamacare is nothing but a scam to further tax the middle class in order to provide more funds for entitlement spending. 
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