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My name is Aiden Hill and I was the project manager in charge of Covered
California's
120 million dollar call center effort from March
through August of 2013. I reported to Covered California leadership,
including the Chief Technology Officer, the Deputy Director of
Eligibility & Enrollment, with a dotted line reporting relationship to the Chief
Operating Officer.
I'm here to tell the board and the public that Covered California executives have
been engaging in a cover-up.
They knew back in August of 2013 that there were serious readiness issues
with the Covered California & Shop web sites as well as the supporting call
center infrastructure,
and these issues posed a threat to successful consumer insurance
enrollment. These problems were not manpower or training related -
they were the result of government contractor incompetence and malfeasance.
While I was working on this project, I was instructed by my management
to overlook these problems and not discuss them in email
so as to hinder any public audit what was really going on.
When I and others persisted in challenging these contractor performance
issues, our own contracts were prematurely terminated
and we were threatened with legal action if we spoke out. Right now
thousands of California tax payers are flocking to social media sites
like Facebook and crying out regarding their inability to get their insurance
applications processed through Covered California.
Yet while consumers are valiantly struggling through this chaos,
the very same contractors responsible for this mess
are openly walking Covered California's halls and brazenly commenting
that confusion is the consultants friend. The board needs to launch an
investigation into this state of affairs,
and begin holding the contractors and those managing them responsible for this
customer service debacle
thank you for looking into this.