More plans, more choice, more competition— a stronger insurance marketplace for consumers and businesses HEALTHCARE.GOV AND THE FEDERALLY FACILITATED MARKETPLACE CHALLENGE Stabilize and enhance Improve performance and reliability Create a more positive customer experience Ensure successful first enrollment Build new software for IRS forms SOLUTION Set up for success Transition and stabilize Innovate and enhance Improve the customer experience Prepare for the next enrollment period RESULTS Accenture mobilized 500+ PROFESSIONALS in 6 weeks to oversee maintenance and operations during peak open enrollment 9.6 MILLION 1 Americans enrolled and re-enrolled through Healthcare.gov during the 2016 open enrollment Connected Centers for Medicare & Medicaid Services with 800 INSURANCE COMPANIES to process claims information IN THE CLOUD J.D. Power study 2 : satisfaction among enrollees UP 55 POINTS over previous enrollment period 450 KNOWLEDGE TRANSFER SESSIONS to capture over 700 knowledge artifacts ZERO DOWNTIME —no unplanned downtime— for the second and third open enrollments, for all Accenture- driven components Transition took 8 weeks— 4 WEEKS FASTER than proposed (and several months sooner than typical for scope of project) Integrated 38 STATES on the individual marketplace and 33 STATES on the Small Business Health Options Program ACCELERATED online response times to UNDER A QUARTER OF A SECOND © 2016 Accenture All rights reserved. 1. Centers for Medicare & Medicaid Services https://www.cms.gov/Newsroom/MediaReleaseDatabase/Fact-sheets/2016-Fact-sheets- items/2016-02-04.html?DLPage=1&DLEntries=10&DLFilter=snap&DLSort=0&DLSortDir=descending 2. J.D. Power; “Health Insurance Marketplace Exchange Enrollment Satisfaction Improves Significantly in Second Year”; press release issues April 23, 2015; online at: http://www.jdpower.com/press-releases/2015-health-insurance-marketplace-exchange-shopper-and-re-enrollment-hix-study 2 3 4 5 1

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Page 1: HEALTHCARE.GOV AND THE FEDERALLY FACILITATED …€¦ · More plans, more choice, more competition— a stronger insurance marketplace for consumers and businesses HEALTHCARE.GOV

More plans, more choice, more competition—a stronger insurance marketplace for consumers and businesses

HEALTHCARE.GOV AND THE FEDERALLY FACILITATED MARKETPLACE

CHALLENGEStabilize and enhance

Improve performance and reliability

Create a more positive customer experience

Ensure successful first enrollment

Build new software for IRS forms

SOLUTIONSet up for success

Transition and stabilize

Innovate and enhance

Improve the customer experience

Prepare for the next enrollment period

RESULTSAccenture mobilized 500+ PROFESSIONALS in 6 weeks to oversee maintenance and operations during peak open enrollment

9.6 MILLION1

Americans enrolled and re-enrolled through Healthcare.gov during the 2016 open enrollment

Connected Centers for Medicare & Medicaid Services with 800 INSURANCE COMPANIES to process claims information IN THE CLOUD

J.D. Power study2: satisfaction among enrollees UP 55 POINTS over previous enrollment period

450 KNOWLEDGE TRANSFER SESSIONS to capture over 700 knowledge artifacts

ZERO DOWNTIME—no unplanned downtime—for the second and third open enrollments, for all Accenture-driven components

Transition took 8 weeks—4 WEEKS FASTER than proposed (and several months sooner than typical for scope of project)

Integrated 38 STATES on the individual marketplace and 33 STATES on the Small Business Health Options Program

ACCELERATED online response times to UNDER A QUARTER OF A SECOND

1. Centers for Medicare & Medicaid Services https://www.cms.gov/Newsroom/MediaReleaseDatabase/Fact-sheets/2016-Fact-sheets- items/2016-02-04.html?DLPage=1&DLEntries=10&DLFilter=snap&DLSort=0&DLSortDir=descending2. J.D. Power; “Health Insurance Marketplace Exchange Enrollment Satisfaction Improves Significantly in Second Year”; press release issues April 23, 2015; online at: http://www.jdpower.com/press-releases/2015-health-insurance-marketplace-exchange-shopper-and-re-enrollment-hix-study

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