IT Updates Maryland Health Benefit Exchange Board Meeting January 26, 2014 Presented by: Kevin Yang CIO, MHBE

Key Online Enrollment Statistics HIX Program Management Agenda Key Online Enrollment Statistics HIX Program Management Consumer Experience / External Portal Worker Experience / Internal Portal

Key Online Enrollment Statistics Online Account Registrations Applications Started Electronic Applications Completed Individuals on Completed Applications Individuals Eligible for Medicaid / CHIP Individuals Eligible for QHPs Enrollments into QHPs Cumulative 10/1 - 1/18 139,420 140,839 70,061 102,949 65,127 33,835 25,177 Since the last Board Meeting report (12/17) the number of enrollments into QHPs has more than tripled Week ending 12/28 saw the greatest number of enrollments at ~6,500 MHC is averaging 311 new QHP enrollments per day in January Consumer experience is improved but issues still remain

MHBE is working with Noridian to prioritize fixes HIX Program Management An assessment of the current system has identified a number of architectural and infrastructure issues that the team is working with Noridian to correct Noridian continues to make incremental system improvements in the current implementation to address issues – multiple defects remain outstanding MHBE is working with Noridian to prioritize fixes Noridian continues to provide data and reporting to identify populations that require outreach and enrollment support MHBE is working to improve vendor and project management 4 are closed Password reset Account creation load performance level Multiple site access SSN mismatch 1 mostly closed CIS match failures 3 open Intermittent freezing / browser resize -- tbd on substantial fix, ETA by mid-week Intermittent freezing / enroll button -- tbd on substantial fix, ETA by mid-week APTC Null/-1 -- targeting this week, was relatively smaller item on list 1 no longer deemed critical 270/271 Medicaid hold up

User Experience Improvements User Experience / Consumer Portal User Experience Improvements Corrected issue with management of family relationship codes that resulted in incorrect premium calculations Improved interface between the Internal Worker Portal and the External Portal so that citizens can plan shop using applications data-entered by internal customer support personnel more effectively Identified and eliminated multiple causes of “stuck” cases, allowing more citizens to complete applications and enrollments online 4 are closed Password reset Account creation load performance level Multiple site access SSN mismatch 1 mostly closed CIS match failures 3 open Intermittent freezing / browser resize -- tbd on substantial fix, ETA by mid-week Intermittent freezing / enroll button -- tbd on substantial fix, ETA by mid-week APTC Null/-1 -- targeting this week, was relatively smaller item on list 1 no longer deemed critical 270/271 Medicaid hold up

Account Registration / Log-In User Experience / Consumer Portal Account Registration / Log-In Corrected issue where users met published password requirements but still had their passwords rejected by the HIX security system Added additional validations and error messages to ensure users are created valid log-in IDs Notifications to Consumers Manually triggered batch notifications on required verifications will be available within the next two weeks Focus will shift to generating eligibility determination notices shortly thereafter (mid-February)

Plan Selection, Enrollment, 834s User Experience / Consumer Portal Plan Selection, Enrollment, 834s MHBE working with carriers to address issues with enrollments Identifying and correcting root causes of processing errors with carriers (e.g. missing information, premium mismatches, etc.) Created an approach that allows consumers who missed the January 15th premium payment deadline to get 2/1 start date coverage without re-applying so long as they pay carriers by February 15th Implemented an alternate process to create manual 834 files for consumers who are unable to complete plan selection due to system issues

Metrics – Internal Users Worker Experience / Internal Portal Metrics – Internal Users Total of 2,959 internal users with provisioned accounts. 89% or 2,614 internal users have activated their accounts. 24,744 of 70,061 completed applications were created internally. Connectivity for Connector Entities Main office locations connected to the HIX via NetworkMaryland and additional can be added as necessary Targeting setting up VPN access for up to 250 navigators by the end of January 

Upcoming Fixes and Functionality Worker Experience / Internal Portal Upcoming Fixes and Functionality Continue to prioritize and address outstanding defects, working highest priority first Additional notices and batch functionality Life events Manual overrides Address discrepancies between internal and external portal Define timeline for functionality not yet implemented