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One-on-one with Xerox over problems with Nevada Health Link

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One-on-one with Xerox over problems with Nevada Health Link

By Michael Lopardi. CREATED Mar 14, 2014

Las Vegas, NV (KTNV) -- With time running out to purchase health insurance through Nevada's troubled state exchange, a top executive at developer Xerox said the company may have done some things differently if given the chance.

Nevada Health Link and Xerox have come under heavy scrutiny for problems with the $72 million project. Despite progress reports, complaints continue.

"I think in terms of the mobilization activity, the ques that we reacted to and responded to, there were probably some signs that we could've jumped in earlier and maybe saved ourselves all a little bit of challenge and stress," said David Hamilton, Xerox group president.

Hamilton spoke one-on-one with Action News following Thursday's meeting of the Silver State Health Insurance Exchange.

Due to the problems, the state is considering a special enrollment session to give people more time to sign up. The latest numbers show roughly 21,000 people have purchased plans, well below the original goal of 118,000 and the revised goal of 50,000.

"I think there's a lot of learnings to be given out of this and we've got our share," Hamilton said.

Still, Hamilton said Xerox is making progress on the problems and is committed to the project. The company reported fixing nearly 90-percent of defects as of March 13.

"This is not a good time to be an integrator in this space, as you probably know, but we're very committed to it and we're very committed to this particular customer," Hamilton said.

Action News asked if Nevada Health Link will ever be defect free.

"Software, in general, always has some nit or nat to it, that's the nature of software," said Hamilton.

The project has been under fire. Executive director Jon Hager resigned in February. The board overseeing the project considered firing Xerox but decided a change in vendor at the time would create more problems than solve.

Xerox is facing an internal audit from the state exchange through Health Claim Auditors that's expected to be finished by March 24. The state is also pursuing Deloitte for an external assessment of the system that could cost taxpayers up to $1.5 million.

The company is providing weekly updates to the state on website fixes. Xerox noted the average wait time to reach the call center has dropped dramatically.

"I think we've made good progress since the latter part of January," said Hamilton.

The deadline to enroll is March 31. The state board could decide by next week on approving a special enrollment session.

Michael Lopardi

Michael Lopardi

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Michael Lopardi is the featured reporter of the You Ask. We Investigate. franchise at Action News.

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