Centers for Medicare & Medicaid Services, Department of Health & Human Services

Health Insurance Exchanges (Marketplace)

Improving access to healthcare with 10.6 million marketplace enrollments

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 Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.

Progress

View CX Feedback Data
Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Download CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Digital Analytics Program Data

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

Reporting 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.