healthcare.gov
Centers for Medicare and Medicaid Services (CMS)
Challenge
The 2010 Patient Protection and Affordable Care Act revolutionized health care in the United States. Early efforts for an online marketplace at HealthCare.gov were met with major difficulties, but stabilized over time. Together with CMS and our prime contractor Ad Hoc, we were tasked with providing an online hub where Americans can learn more about receiving health coverage through a centralized, government-run health insurance marketplace.
Role
We worked with CMS stakeholders and partner companies to provide the American public with accurate, up-to-date information about health care options and enrollment. Our efforts helped to strengthen content documentation, governance, and process to ensure rapid delivery and consistent quality of content for HealthCare.gov users.
What we did
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Our content team: ​
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Managed weekly content deployments and QA
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Worked with CMS to plan content updates for enrollment phases throughout each year
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Provided copy editing for both English and Spanish content
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Conducted content audits and analyses to drive site improvements
~115
~1,300
~70%
Content deployments
Tickets cleared
Of all pages on HealthCare.gov edited
Impact
In collaboration with CMS and our partner companies, we helped make it easy for people to understand how to enroll in a health plan on HealthCare.gov. This drove an increase in enrollments and a decrease in the number of uninsured Americans.
8.7 m
HealthCare.gov enrollments
in 2018 alone
90%
Average customer satisfaction rate through HealthCare.gov call center during 2018 open enrollment