Long hold times, crashing websites and mailing delays are aspects of a crumbling technology infrastructure that is plaguing government-supported health insurance programs, according to an NPR report.
Since the pandemic began, a shift to virtual services and increased demand and eligibility has overwhelmed programs.
Now, Matt Salo, executive director of the National Association of State Medicaid Directors, told NPR that technology upgrades are "the next great challenge that government has to solve."
Part of the issue stems from convoluted online enrollment, which may push users toward phone lines and crowd them, according to NPR. Others come from staffing challenges.
Currently, Wisconsin, Kansas and Missouri have all begun to put money aside to review needs and improve enrollment infrastructure.