Another exchange deadline to be missed

MONTPELIER — Change of circumstance functionality expected to go live this weekend on Vermont Health Connect will not be deployed as testing continues, according to Department of Vermont Health Access Commissioner Mark Larson.

The state’s vendor, CGI, was supposed to have the change of circumstance function live on the health insurance exchange website by May 21 based on an amendment to the original contract. But the state reached an agreement on a revised work plan to extend the deadline to June 8. Now there is a new delay.

“We’re making very good progress on the development of the functionality and we’re close with automated change of circumstance functionality, but have made the decision that it’s not ready to go this weekend into the live environment,” Larson said Friday.

When deployed, the upgrade will allow thousands of Vermonters to edit personal information online if mistakes were made during registration, or if they experienced a life-changing event such as marriage. A backlog of 10,000 requests has amassed since the site launched in October.

“It’s important to us to make sure that the functionality, when it’s ready to go, is ready to serve Vermonters well. So, we’re going to continue our work until we feel like it’s ready to serve Vermonters, and focus on the quality and thoroughness of our work at this point,” Larson said.

Rep. Michael Fisher

Rep. Michael Fisher

The delays are frustrating lawmakers, including House Health Committee Chairman Michael Fisher, D-Lincoln.

“I think this is a really serious problem and I think it’s really an unacceptable situation that we’re in right now. Ten thousand households, many of whom may have small inconsequential changes, a change of address or something, but many of these Vermonters are worried that they’re not going to be able to get the care that they need,” Fisher said.

Continued issues and delays with the exchange site could damage future health care reform efforts, he said.

“I just know that there’s a lot of worry out there and a lot of frustration and I have been hearing a lot of it,” Fisher said. “It really does impact people’s view of our ability to move forward on health care reform.”

Meanwhile, the state is negotiating with a new vendor to help the state deal with the backlog in change of circumstance requests. The backlog increased by about 2,000 requests in the last month or so.

The contract, details of which remain confidential as negotiations continue, was expected to be signed by the end of Friday, Larson said. It will provide additional workers to help users update their information.

“It will help in the ability to have the automated functionality be able to assist in the work of resolving the backlog of change of circumstance requests. It will make it faster, but it will not eliminate the work left to do in making sure that we respond to all of those Vermonters who have made requests,” he said.

State officials expect users will still want assistance in changing information once the functionality is deployed.

“We fully expect that there will be a lot of people who will continue to want assistance in that process and we’ll be able to be more efficient with that,” he said. “It’s still going to take a significant effort to respond to everybody.”

Larson said he would not provide a specific date when testing will be completed and the system can be upgraded. “I think we are hopeful that we will be able to deploy this functionality soon. Again, we really have made a significant amount of progress,” he said.

neal.goswami@timesargus.com

Comments are closed.