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Health Connector lays out technology roadmap to strengthen customer experience and security
Summary
Staff presented a technology strategy that shifts focus from isolated projects to an integrated roadmap emphasizing customer experience, information management, security and technology services; Board members asked about AI, data security, vendor dependency, and prioritization.
Health Connector technology staff on May 14 outlined a new technology strategy and roadmap intended to move the agency from a list of projects to an integrated, organizational technology environment that improves reliability, customer experience, and information stewardship.
David Metraux said the roadmap focuses on four pillars: 1) customer experience, 2) information management, 3) security, risk, and trust, and 4) technology services. He said the goal is stronger internal foundations to reduce avoidable burdens and improve service reliability for enrollees.
Board members pressed staff on technology trade-offs. Robyn Olson asked about internal versus external systems; Metraux clarified the difference. He said artificial intelligence will be an area for potential job enhancement but emphasized policies to protect customer information. Eric Gulko warned about data-breach risk, and Michael Chernew asked what strategic questions and decision points the Board should expect. Metraux flagged resource constraints and vendor dependencies; Executive Director Audrey Morse Gasteier described the Connector as a "very lean team" that has historically performed many tasks manually.
Metraux said he will return with prioritized roadmaps, clearer dependencies, and signals of progress as staff refine timelines and decisions.
