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Benefits 24/7 team reports major bug fixes and backlog reduction; stabilization target in coming months
Summary
Agency IT staff reported progress on the Benefits 24/7 platform: account issue backlog dropped to 2,182 from roughly 7,500 and daily sync errors have fallen substantially; staff said they expect to reach stabilization after approximately four two‑week development sprints and are hiring test and support staff.
Brett Bello, chief information officer (ETS), updated the board on Benefits 24/7 stabilization work and metrics. He said the backlog of account issues fell from about 7,500 to 2,182 and that daily sync errors were reduced substantially; 87% of early bugs have been addressed and 75% of high‑priority bugs fixed.
Brett described the prioritization approach for bugs and the staffing plan: the agency has hired a software test engineer, is actively recruiting a focused operations role, and has a decision package that, if funded, would add IT FTEs tied to the Benefits 24/7 system. He said the team expects to complete roughly four sprints (two‑week cycles) — about two months of focused work — to achieve stabilization goals.
Board members asked about backlog triage and how lower‑priority language issues would be addressed; IT staff said those items will be resolved as the team moves beyond critical fixes and prepares for the next open enrollment cycle. Staff reported continuing outreach with benefits administrators and noted positive feedback about system improvements.
Why it matters: Benefits 24/7 supports enrollment and eligibility for hundreds of thousands of covered lives; progress on high‑priority fixes reduces operational risk and member service disruptions ahead of plan renewal and open enrollment cycles.
