Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Neustar, Inc.
Protect your website & network
using real-time information & analysis

www.neustar.biz
World Wide Web
See data differently
Average Rating:
Rate this article:  
Can Verizon Help Obamacare Site Save Face?
Can Verizon Help Obamacare Site Save Face?

By Jennifer LeClaire
October 23, 2013 10:06AM

    Bookmark and Share
Enlisting the help of industry experts like Verizon is what the Obama administration should have done from the start to deal with the Obamacare Web site disaster. But Verizon’s chances of saving the crashing-and-burning health care platform are still unclear, said telecom industry analyst Jeff Kagan.
 



Over the past two and a half weeks, millions of Americans visited HealthCare.gov to look at their new health care options under the Affordable Care Act. But many have met with frustration, from trouble creating accounts and logging into the site to confusing error messages to slow page loads to forms that failed to respond in a timely fashion.

The Department of Health and Human Services (HHS) admits that the experience has not lived up to expectations and vowed a commitment to doing better. But part of the solution only made matters worse: IT administrators implemented a virtual waiting room that further confused visitors. More capacity was added and software fixes were made but the problems continue.

“To ensure that we make swift progress, and that the consumer experience continues to improve, our team has called in additional help to solve some of the more complex technical issues we are encountering,” HHS said in a Sunday blog post. “Our team is bringing in some of the best and brightest from both inside and outside government to scrub in with the team and help improve HealthCare.gov.”

Damaging Customer Relationships

As it turns out, Verizon is part of that team. We caught up with telecom industry analyst Jeff Kagan to get his thoughts on the Obamacare Web site disaster and Verizon’s chances of saving the crashing-and-burning platform. He told us enlisting the help of industry experts like Verizon is what Obama’s administration should have done from the start.

“When companies launch a national product, they start small and test. They start in one or two markets, find out what needs fixing, fix it, and then test some more. Then they expand the rollout and make sure it's ready to go. Once there are no more problems then -- and only then -- do they roll it out nationally,” Kagan said. “They do this because they know there are always problems up front. They also don't want to damage the brand relationship they have with the customer.”

Obama’s administration, then, neglected a cardinal roll out rule. Now, the White House is scrambling to save face. It’s a good lesson for companies of all sizes planning new technology rollouts. Obamacare was already controversial enough without having major issues keeping a Web site up and running. Customer relationship management, or in this case citizen relationship management, is critical at (and beyond) launch.

Will White House Start Over?

“Will Obamacare work? I don't know,” Kagan said. “However, I do know the Web site is not working and it will be a while before it does.”

As Kagan sees it, the Obama administration has two choices. Scrapping the current site and starting over, he said, would be the smartest and safest route but it will also take the most time. The second choice is fixing the current site. Kagan said the current site will never work as well as a new site would, but it will be on the market much faster.

“Based on what we know by watching the government, that is the path I bet they will take,” he said. “If only we could get the elected government officials to think and act like executives.”
 

Tell Us What You Think
Comment:

Name:

GB in Montana:

Posted: 2013-10-28 @ 3:25pm PT
If they can't keep a consistent cell signal for their paying customers, why would a person think they could fix a national computer/network problem?





 World Wide Web
1.   'Right To Be Forgotten': 26 Questions
2.   Tor Working To Fix Security Exploit
3.   Twitter Admits to Diversity Problems
4.   Internet of Things Comes to DIYers
5.   Social Media Haters Speak Up


advertisement
Radical.FM's Freemium Biz Model
Online radio startup asks for donations.
Average Rating:
Facebook Social Experiment Irks Us
Secretive test was legal, but ethical?
Average Rating:
'Right To Be Forgotten': 26 Questions
EU regulators probe Google, others.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 
Dropbox for Business Beefs Up Security
Dropbox is upping its game for business users. The cloud-based storage and sharing company has rolled out new security, search and other features to boost its appeal for businesses.
 

Enterprise Hardware Spotlight
Microsoft Makes Design Central to Its Future
Over the last four years, Microsoft has doubled the number of designers it employs, putting a priority on fashioning devices that work around people's lives -- and that are attractive and cool.
 
Contrary to Report, Lenovo's Staying in Small Windows Tablets
Device maker Lenovo has clarified a report that indicated it is getting out of the small Windows tablet business -- as in the ThinkPad 8 and the 8-inch Miix 2. But the firm said it is not exiting that market.
 
Seagate Unveils Networked Drives for Small Businesses
Seagate is out with five new networked attached storage products aimed at small businesses. The drives are for companies with up to 50 workers, and range in capacity from two to 20 terabytes.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | CRM Systems | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.