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(This commentary is in response to an editorial review of the website belonging to the website for Connect for Health Colorado, the state health insurance exchange. Read the original review here.)

We appreciate you sharing your experience and apologize that it was a frustrating one for you and your wife – it's exactly comments like yours that we are using to make improvements to our site for the next open enrollment period that begins November 15. And, while our aim is to provide a seamless online experience, we were glad to hear your interaction with our Customer Service Center was a positive one. We strive to provide quality service across all our platforms, online, by phone and in person.

Connect for Health Colorado's website was built to implement a series of major systems (individual marketplace; small business marketplace; service portals for the Customer Service Center, Health Coverage Guides and agents/ brokers, and others) and under a very short timeline.

While not perfect, our system was up and working on October 1, the national open enrollment launch date, and has been fully functional 99% of the time since then with more than 1.2 million unique visitors. In addition, we made technology improvements every month during open enrollment. We're proud of these accomplishments and, as of this week, we've been able to help over 139,000 Coloradans sign up for private health insurance for 2014.

We also understand that websites and new businesses thrive when they use what they learn to continuously improve on their customer experience. That's why we have been actively gathering feedback from customers and other stakeholders and tracking best practices from more mature shopping consumer sites around the country. We anticipate our upcoming site changes will move us significantly forward in our goal to better serve Coloradans. We also plan to continue to solicit feedback and make changes for upcoming enrollment periods.

With constructive feedback like yours and continued commitment from our staff and partners, our expectation is to continually improve all of our systems so that we can continue to be among the national leaders in connecting customers with coverage.

Patty Fontneau,

Executive Director and Chief Executive Officer, Connect for Health Colorado

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