IT Updates Maryland Health Benefit Exchange Board Meeting February 18, 2014 Presented by: Isabel FitzGerald Secretary, DoIT Kevin Yang CIO, MHBE A service of Maryland Health Benefit Exchange
Agenda Key Online Enrollment Statistics HIX Program Management Consumer Experience / External Portal 1
Key Online Enrollment Statistics Online Applications Electronic Individuals on Individuals Individuals Enrollments Account Started Applications Completed Eligible for Eligible for into QHPs Registrations Completed Applications Medicaid / CHIP QHPs Cumulative 158,263 171,425 88,034 128,381 82,671 40,783 31,112 10/1 - 2/8 MHC is averaging 2000+ new QHP enrollments per week since the high point of 6,541 enrollment for the week ending 12/28 The week ending 2/18 had 2,038 new enrollments Consumer experience is improved but issues still remain 2
HIX Program Management The integrated PMO organization is now managing day-to-day IT operations The following changes to the IT management process have been implemented: – IT change management includes formal prioritization sessions with MHBE, DHR, and Medicaid/DHMH business owners – Architectural Review Board (ARB) ensures that new IT fixes are consistent with best practices and align to federal and State architectural requirements Release management process includes time for more rigorous 3 rd party – quality assurance – Vendor management team is working with Noridian on determining Noridian’s performance against contractual service levels 3
User Experience / Consumer Portal Consumer experience has improved but is still inconsistent with newer users having the least amount of issues with the HIX system Website response time continues to improve. The following table shows the time in seconds to log into the system: 4
User Experience / Consumer Portal Speed of enrollment depends on multiple factors including household size, number of income sources, deductions, and user preferences Best case scenario where cases are straightforward and all customer data is available: – 5 minutes for registration – 15 minutes for registration and application – 20 minutes for end-to-end enrollment if consumer knows the plan they want to enroll in Top reasons for customer issues include: – Identity verification with Federal Hub – Account disablement – Eligibility discrepancies – Lack of clear eligibility and enrollment status 5
User Experience / Consumer Portal IBM Curam continues to be the primary source of overall consumer issues with the HIX – Missing functionality (e.g. case linking from internal to external portal, life events, and appeals) – Numerous outstanding defects – “Stuck” and “lost” applications – Two separate rule-sets with inconsistent outcomes – Basic design issues (e.g. lack of mandatory fields, and database transparency) – Incorrect eligibility Recently determined there was an APTC calculation error that impacts nearly 4000 subscribers 6
User Experience / Consumer Portal Since October 1 – 7 substantive code deployments addressing 560 defects – 120 “hot fixes” deployed to the production environment – Manual processes have allowed thousands of additional citizens to enroll – The system still has numerous defects and a number of architectural issues that MHBE will have to address for long term sustainability Currently determining options for going forward: – Adopting technology developed by another state; – Joining a consortium of other states; – Partnering with the federally facilitated marketplace for back end services; and – Making major fixes to overhaul our existing system. 7
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