With a big footprint comes a big responsibility
The Office of Communications oversees the entire CMS public website program, with a scope of responsibility that covers: Medicare.gov, MyMedicare.gov, Medicaid.gov, InsureKidsNow.gov, and the current administration’s landmark initiative HealthCare.gov—a combined active user base of more than 50 million. “Within the federal government, we’ve got one of the biggest footprints in terms of consumers we’re serving online,” said Jon Booth, director of the web and new media group in the CMS Office of Communications. “This includes a variety of platforms and web environments that all serve a different constituent base.”
As forecasting the number of users and websites continued to be more of a challenge year-over-year, Booth’s team realized it needed far deeper insights into the performance and usage of its web environment. “We had no way of tracking performance in real time,” said Booth. “Nine times out of 10, we’d hear from the contact center that one of our sites had a problem. We knew we needed to gain greater visibility into our environment and stop the fire drills.”
Adding another layer of complexity was the requirement to integrate all of these external systems, including the HealthCare.gov platform, into a single environment that could be more easily managed. CMS required a disruptive technology to help in the process.