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Here are updates on HCA’s priorities and progress to stabilize the Benefits 24/7 platform for PEBB and SEBB employees. Our intention is to keep you informed on identified issues, how we’re prioritizing them, and when they’re addressed.
This list does not include all the identified issues, but several that we are prioritizing based on their impact on members’ enrollment. During this period, the team also worked on smaller, clean up issues that we are not providing detail on this week. Keep in mind that we’re balancing the work on these issues with additional system issues affecting other PEBB and SEBB members, including retirees.
Below are the larger issues that have been identified or resolved.
Update on a previously reported priority
Ensuring member IDs are assigned accurately.
Earlier, we reported that we addressed an issue where several hundred members in our system had been assigned multiple system IDs within a single program. Since then, we determined that most IDs were addressed in Benefits 24/7, but the corrections had not synced to Pay1. We also identified additional accounts in Benefits 24/7 with multiple IDs. We determined the fix was more complex and required more resources to resolve. At this time, the solution has been created and tested, and we intend to deploy the solution in the upcoming days.
Overall Benefits 24/7 stabilization results update
We recently provided the SEB Board with an update on the current results of the Benefits 24/7 stabilization activities. We will share this update with the PEB Board next week.
- Benefits 24/7 high-priority IT tickets: 49 (down from 82 on March 5, 2025)
- Sync record backlog (Benefits 24/7 account changes going to Pay1 on the sync file): 1,775 (down from 4,731 on March 5, 2025)
- Sync error files (Benefits 24/7 account changes that were prevented from going to Pay1 due to an error): 648 (down from 1,493 on March 5, 2025)
- Pay1 high-priority IT tickets: 199 (down from 477 on March 5, 2025)
In addition, HCA is planning to hire nine newly budgeted positions in the 2025–27 state operating budget:
- Software test engineer - Hired
- Manager (ERB IT lead) - Recruitment pending
The Legislature funded seven other Benefits 24/7 positions in the next biennial budget:
- Two business analysts
- Two development/operations positions
- Two finance/accounting positions
- One Outreach and Training benefits administrator support position
We are holding off on hiring the other positions until the final budget is signed by the Governor.
If you continue to have challenges on an issue that has been addressed, please submit a new ticket to HCA’s Outreach and Training team.
You can access weekly updates on the Benefits Administrator website via the pink alert box and under Notices and updates.
We appreciate your patience and understanding as we diligently work on resolving these and other issues.
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