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Maryland Health Insurance Exchange

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Submitted By tingfish
Words 606
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After a year of prepare Maryland health insurance exchange system collapsed in the same day when it was launched. In this case of Maryland Insurance Online site no clear chain of command contributes to the disaster. There were three main leaders in the project: Maryland Health Secretary, Human Resources Secretary and Exchange leader, however, lacking of clear leadership these three leaders together actually couldn’t make decisions efficiently. Therefore, in the leadership team no clear internal understanding could help to set the project a direction. They fight against each other and therefore not only waste time but negatively affect their lower level staff in morale, trust etc.

A second reason that account for the failure is inadequate vertical and lateral communication and coordination. In the top three-people leadership team there was no clear communication between each other. Thus they couldn’t actively support and participate in achieving a direction for the project progress. Vertically, as we know within the exchange the leader kept jostling with the project manager for day-to-day control. It shows a lack of communication, trust and coordination, because the leader actually didn’t support the manager’s daily work. Laterally, poor communication existed among the contractors hired to build the website. After a period of work, dispute actually became a major distraction for the project.

Lack of human resources is another major reason. When started the exchange team only had seven full time state employees. The risk of failure was noted by expert but ignored by officials.

Another obstacle that existed in this project is lack of clear implementation plan including a clear timeline. During the whole progress reports showed that the team kept missing deadlines. For example, the exchange officials missed early deadline of building the IT backbone for the

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