State and local governments are under pressure to modernize service delivery swiftly. During a summit, expert Waldo Jaquith highlighted the pitfalls of hasty IT project implementation, using Rhode Island's troubled Unified Health Infrastructure Project (UHIP) as a cautionary tale. Launched in 2011 and designed to integrate public benefits enrollment, UHIP's costs ballooned from $135 million to $794 million, leading to widespread operational issues and disruptions in benefits for residents. This case illustrates the importance of a thoughtful approach to technology projects, advocating for agile methods to prevent failures that could severely affect public welfare.
Years after the system's disruptive launch, Rhode Island faced lawsuits and federal fines. The system, which was rebranded as RIBridges, still faces challenges today.
State officials said that the IT system contained data issues that resulted in case and reporting errors; poor user functionality and interfaces; and ultimately, disruptions in disbursing benefits.
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