Question

In: Operations Management

Under the Affordable Care Act, every American is now required to have health insurance. The government...

Under the Affordable Care Act, every American is now required to have health insurance. The government set up Healthcare.gov, a website that was supposed to be the easiest way for everyone to get enrolled -- only it didn't work. What happened?
Discussion Question :

Suggest the different reasons due to which systems fail.

Solutions

Expert Solution

Reasons due to which Health care.gov had failed:

  • The employees and managers lacked necessary experience related to technology based products/ websites. The product development required in designing the website was not adequate and testing was not done properly enough to launch the website
  • Pressure to launch website on Schedule was high regardless of necessary preparation done to launch website with adequate testing and troubleshooting in initial stages
  • Due to a high surge in website demand > 300,000 users, many times more than was expected, crashed the website within 2 hours of it’s launch

Reasons due to which any such systems fail are:

  • Lack of right leadership in the IT/ Technical department if not present, things become chaos
  • A formal division of responsibilities must be put in place where respective offices and officers can communicate well enough for key decision making
  • Any lack of communication/ deliberate or non-deliberate blockage of information can result in failure
  • Functionality at the initial website launch if not well tested, could give a launch failure
  • Proper planning is the key to success, trouble shooting if not well planned even at small points, will cause big time failures
  • Lack of attitude to adapt to technology challenges or failing to adapt due to any reason, that is, human error, can fail any system easily

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