Watchdog Group Demands Answers Following RI's $500M IT Project Rollout

GoLocalProv News Team

Watchdog Group Demands Answers Following RI's $500M IT Project Rollout

Ken Block, the founder of WatchdogRI, is calling for answers to a litany of questions regarding the state's new health IT project rollout - and its hundreds of million dollars price tag.
Watchdog RI, the taxpayer advocacy group founded by former gubernatorial candidate Ken Block, is calling for answers to a number of questions surrounding the biggest-ever IT project launched in the state this month.

As GoLocal reported on September 20, what was originally a $135 million budget for the state's UHIP system turned into $364 million last year, and now the state is requesting an additional $124 million in federal funding that would bring the total to nearly a half billion dollars. 

Read: Ten Things to Know About RI's $500M Health IT Project

GET THE LATEST BREAKING NEWS HERE -- SIGN UP FOR GOLOCAL FREE DAILY EBLAST

"There are signs that this incredibly expensive system is not working well and has some surprising problems," said Watchdog RI in a release on Monday. 

Block on the Record

"As a software professional since 1987 with more large system rollouts under my belt than I can count on my fingers and toes, I can honestly say that very few of the projects that I have participated in have had substantial startup problems," said Block. "Problems that typically arise with a well-tested, high stakes rollout are usually cosmetic in nature, or confined to a small area of functionality that is not working correctly. The projects on which I worked that had the most serious problems were those that had very tight timeframes and poor management oversight."

Block then went on to state the following:

The most shocking problem publicly admitted to by the state is that current users of the Health Insurance Exchange are unable to change their information online since UHIP started up. This is a very surprising problem to have not been caught by the state's quality assurance team. It is also a disturbing problem from a technical perspective.

Many UHIP users have described UHIP problems to me, with many sharing the same issues.

DHS workers who help enroll new people in the state's benefits programs report that they often cannot complete a signup with a new enrollee due to UHIP system problems.  They have to take the application on paper and submit the paper to the state's UHIP vendor, Deloitte Consulting, who then somehow gets the enrollment done behind the scenes.

It has been reported that people who qualify for 'expedited SNAP benefits' may have to wait up to 7 days to receive those benefits. That was not the case prior to UHIP, and was never the case on any EBT system on which I have ever worked. Expedited benefits have always meant to me same day access to benefits to buy food.

Questions Posed

Block has called for the state to answer the following questions, as they pertain to the UHIP rollout, specifically the state's Chief Digital Officer.

"It is important that someone with a technical background answer these questions, because their professional reputation is on the line with their answers. There is less at risk professionally for a bureaucrat or spokesperson to give an incorrect or misleading answer to one of the following questions," said Block, who posed the following questions:

* Are some applications for benefits being taken on paper by DHS staffers instead of being fully entered by the DHS staffer on the UHIP system?

* If yes, are paper-based applications being sent to Deloitte for entry into the system? If so, what is broken that is preventing DHS workers from performing their jobs?

* If yes, are paper-based applications being processed by Deloitte locally in Rhode Island, or on US soil, or are they being sent overseas to an offshore facility in a place like India, for example?

* What percentage of DHS office visits result in a completed transaction within the UHIP system by the time the customer leaves, as opposed to a result of a paper application that is entered at some later date?

* What is the average customer wait time in DHS offices since UHIP went live? What was the average customer wait time prior to UHIP?

* What vendor or vendors conducted UHIP acceptance testing on behalf of the state of Rhode Island?

* Are DHS office clients being sent away and asked to return at a later 
date either based on volumes of customers already at the office or based on a time of day (for instance, no new customers allowed in to the office after 11:30am)?

* What benefit programs are experiencing delays in enrolling new clients? How long are new clients waiting to receive benefits, on average, for each benefit program? Are the delays attributable to UHIP? If so, what are they?

* There are reports that Long Term Care program applications are having particularly bad problems. Is this true? What are the causes of these problems?

* In your opinion, are Rhode Island benefit program applications administered via DHS field offices working better under UHIP, or were they working better under the old computer system?


Rhode Island’s 50 Wealthiest and Most Influential - 2015 Edition

Enjoy this post? Share it with others.