Health Insurance Exchanges (Marketplace)

The Health Insurance Exchanges (Marketplace) help uninsured people find health coverage. By filling out an application, consumers find out if they qualify for private insurance plans, Medicaid, or the Children’s Health Insurance Program (CHIP). If they qualify for a private plan, they may qualify for savings based on their household size and income. If a consumer doesn’t qualify for savings, he/she can still buy coverage. Plans cover essential health benefits, pre-existing conditions, and preventive care. Medicaid and CHIP cover families with limited income, disabilities, and other circumstances. At the Call Center and on Healthcare.gov, CMS helps consumers find the coverage that best meets their needs.

CX Feedback Data

This HISP is collecting customer feedback under the Fast Track clearance process of the PRA and so it cannot be shared publicly at this time.

Operational Data

Call Center	FY19 Q1	FY19 Q2	FY19 Q3
Call Volume	7,508,736	5,262,265	3,313,853
Handle Time	15:32	12:43	14:03
Wait Time	3:21	3:21	3:43

Website	FY19 Q1	FY19 Q2	FY19 Q3
Users	18,668,968	11,382,085	8,122,291
Pageviews	1,233,553,458	418,034,283	294,791,377

Digital Analytics Program Data

• FY19 Q1
• FY19 Q2
• FY19 Q3
• FY19 Q4
• FY20 Q1

Supporting Documents

• FY20 Action Plan

Data Notes

• CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
• Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.