There’s still plenty of disagreement about the ideology, efficacy and even legality of the Affordable Care Act (i.e. Obamacare), but there’s broad consensus that the launch of HealthCare.gov website was a dismal failure. And like so many tech rollout disasters, this one should serve as a teachable moment that helps other organizations avoid making similar mistakes.
It’s important early on to decide whether to outsource a project or go in-house. One of the biggest learning points that other companies can take from the website’s failure, according to Sanchit Vir Gogia, chief analyst of Greyhound Research in New Delhi, India, is that “the problems did not crop up due to massive traffic alone. A number of undetected system glitches existed which led to the issues. The fact that such massive system errors went undetected shows that the system architecture had not been tested before its official launch. This is the biggest learning from the whole incident, that one simply cannot avoid proper testing before any website or program launch especially when the launch is on such a scale.”
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