DHS, IT directors out after botched UHIP rollout

GOV. GINA M. Raimondo speaks at a press conference Thursday about personnel changes after the botched rollout of the state’s new health and human services eligibility computer system, known as UHIP. / PBN PHOTO/EMILY GOWDEY-BACKUS
GOV. GINA M. Raimondo speaks at a press conference Thursday about personnel changes after the botched rollout of the state’s new health and human services eligibility computer system, known as UHIP. / PBN PHOTO/EMILY GOWDEY-BACKUS

(Updated 4:09 p.m.)
PROVIDENCE – Department of Human Services Director Melba Affigne Depeña and Chief Digital Officer Thom Guertin have resigned after the botched September rollout of the state’s new health and human services eligibility computer system, known as UHIP, which delivers state aid to 300,000 Rhode Islanders.

The rollout was plagued by technical difficulties forcing long waits for people in need of benefits.

Gov. Gina M. Raimondo announced the personnel changes at a press conference Thursday afternoon.

In addition to the resignations, she said she will withhold nearly $15 million in payments to UHIP vendor Deloitte while the state completes an assessment of the vendor’s performance and the stability of the new computer system.

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“The pace of improvement hasn’t been enough or fast enough,” Raimondo said.
“The magnitude of challenges we’ve seen over the past month have been unacceptable. … We did underestimate the enormity of [the] challenge. We don’t want to sugarcoat it; we want to fix it.”

“Rhode Islanders deserve a system that they can be confident in. I’ve been patient; but I am as frustrated with the rollout as anybody, and I’ve reached the end of my rope,” Raimondo added in prepared remarks. “We are making changes in our leadership team so we can do a better job holding our vendor and our departments accountable. Rhode Islanders won’t pay a penny more to Deloitte until we complete an assessment of their contract and I’m satisfied they’re in compliance with the terms. Once it’s operating properly, this system will improve customer service and save taxpayer money.”

Raimondo Administration Chief Operating Officer Eric Beane has been appointed Acting DHS Director. Beane will diagnose the challenges related to the UHIP system and its rollout and will be responsible for developing a plan and timeline for resolution.

The state will undergo a 30-day analysis of the condition of the services portal, which Raimondo said failed twice last week.Her message to residents reliant on UHIP services was positive, reassuring them improvements will be made.

Chief Information Officer Chris Antonellis has been appointed Acting Director of the state’s information technology division. Depeña and Guertin will temporarily remain in their respective departments to ensure a smooth transition to new leadership, according to Raimondo.

Designed to streamline applications and enrollments in state aid
programs, including Medicaid and SNAP, UHIP is made up of both the
state’s health insurance exchange as well as the integrated
eligibility platform.

The state launched the new health and human services eligibility portal to comply with federal requirements to upgrade the state’s technology. The UHIP system cost the state $80 million, replacing a system in use since the 1980s.

In an attempt to address technical and customer service challenges that have happened since the UHIP launch, Raimondo expanded hours at field offices and demanded additional staff from Deloitte at no cost to the state.

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