[Congressional Record Volume 160, Number 100 (Wednesday, June 25, 2014)]
[Senate]
[Pages S3961-S3962]
From the Congressional Record Online through the Government Publishing Office [www.gpo.gov]
AFFORDABLE CARE ACT
Mr. BLUNT. The other matter I wish to talk about for just a few
minutes deals with the disappointing answer Senator Alexander and I got
this week from a request we made several days ago about a processing
center near St. Louis where the employees have stepped forward and
basically said this was a processing center for the Affordable Care
Act. One group that may not be able to afford the Affordable Care Act--
among many others--may be the taxpayers. These employees stepped
forward and said they were really not doing anything.
The St. Louis Post-Dispatch reported this morning:
Whistleblower allegations last month that claims workers
slept, read or played games at Wentzville invoked a flurry of
questions from Missouri's congressional delegation.
Moving on with their story, they cite one of the whistleblowers as
saying:
We played Pictionary. We played 20 Questions. We played
Trivial Pursuit.
She estimated she processed six applications the entire month of
December.
CMS, while not acknowledging any of those allegations, said it ``has
adjusted Serco's work to accommodate changing operational needs.'' That
is sort of a nonanswer answer.
If we want the government to work more effectively, the government
has to be responsive to the Congress.
Mr. President, I unanimous consent to have my letter printed in the
Record.
This letter is dated June 17, but we had to call them yesterday to
see if they were ever going to respond. They stamp-dated this a few
days ago, but we certainly have not received anything.
I understand the Affordable Care Act is not going the way the
administration had hoped, but that doesn't mean they can continue to
pretend there are applications where there are no applications or work
where there is no work or contracts that have not performed.
This is a British company that was already in trouble with the
British Government that has not performed there. It appears to be one
of the considerations to get a $1.25 billion contract here.
I wish to have answers to these questions. I know many in the
Congress wish to have answers to their questions. They wish to ask
questions rather than to have to listen to whatever information the
administration would like to give.
I think the entire Missouri congressional delegation is interested in
this, as are people who are wanting the taxpayers to be protected and
for people to have access to health care they can afford and that meets
the needs of their family.
[[Page S3962]]
There being no objection, the material was ordered to be printed in
the Record as follows:
Department of Health and Human Services, Centers for
Medicare and Medicaid Services
Washington, DC, June 17, 2014.
Hon. Roy Blunt,
U.S. Senate,
Washington, DC.
Dear Senator Blunt: Thank you for your letter regarding the
recent news story about employees of Serco, a contractor to
the Centers for Medicare & Medicaid Services (CMS), which
provides eligibility support for the Federally-facilitated
Marketplace (Marketplace). CMS is committed to working with
Serco, and all of CMS's contractors, to ensure that federal
funds are spent appropriately and that performance
expectations are clear and monitored. We closely monitor the
work Serco is doing regarding the number of employees it has,
including staff allocation by job function, and we are
confident that the balance is appropriate.
On April 22, CMS was notified by Serco of a request for an
interview with KMOV, a local news station in St. Louis,
Missouri, regarding the allegations of misconduct at its
Wentzville, Missouri facility. Upon learning about the
allegations, CMS formally requested Serco to conduct a
compliance investigation for the purpose of reviewing the
allegations of inappropriate employee conduct at its
Wentzville, Missouri facility as cited in the news story and
to take any necessary steps to address them. At this time,
CMS does not have any knowledge of similar allegations taking
place at any of Serco's other facilities.
Regarding adjustments of Serco staffing levels in response
to Marketplace workload, total Serco workforce numbers and
patterns vary and are adjusted based on the needs of the
contract. Currently, Serco has approximately 3,000 employees
stationed among its four locations. The number of Serco staff
is reviewed on a regular basis by CMS and adjustments to
staffing levels are made as appropriate based on the workload
and requirements of the contract. Over the course of open
enrollment, and now after open enrollment, CMS has adjusted
Serco's workforce to accommodate changing operational needs.
For example, CMS adjusted the workforce to process more paper
applications last fall, when HealthCare.gov had technical
problems, and then again for calling consumers to help them
take the necessary steps to complete their enrollment.
For oversight purposes, CMS monitors Serco's performance
through a range of contractually required reports, meetings
and site visits. CMS receives daily production and staffing
reports from Serco, and communicates with Serco
representatives daily to discuss operations and policy
guidance to ensure adequate staffing levels and operational
priorities. CMS has also conducted site visits across all
four Serco facilities and is in constant communication with
Serco's management team.
Regarding the question of oversight or other actions to
ensure compliance with contract terms, in accordance with
Federal Acquisition Regulation (FAR) 42.15, CMS will complete
an annual evaluation of Serco utilizing the Contractor
Performance Assessment Reporting System at the end of the
base period. In the event of inappropriate activity related
to payments already made to Serco, CMS would take recourse
that is legally and contractually allowed.
Concerning document production and consumer notifications,
since October 1, 2013, Serco has handled more than 1 million
documents related to the Marketplace and made 1.4 million
outbound phone calls to Marketplace applicants. Serco
performs a number of duties for CMS other than processing
initial paper applications. Serco workers also are involved
with verifying information, processing exemptions, resolving
conflicts of information, and calling consumers to obtain
missing information or necessary documentation.
Finally, in consideration of whether Serco would be granted
a one-year option period at the end of the contract's one-
year base period, CMS will conduct a review of the quality of
the work currently being performed by the contractor,
determine whether the contractor has met the terms and
conditions of the contract thus far, and assess if the
requirement covered by the option continues to fulfill an
existing government need. CMS's review will fulfill all of
the conditions prescribed in FAR 17.207, Exercise of Options.
I understand your concerns and appreciate you bringing them
to my attention. will also provide a copy of this response to
Senator Lamar Alexander. Once again, thank you for your
letter and do not hesitate to contact me if you have any
further thoughts or concerns.
Sincerely,
Marilyn Tavenner,
Administrator.
Mr. BLUNT. I yield the floor and ask unanimous consent that we move
to the quorum call and that the time be equally divided.
The PRESIDING OFFICER. Without objection, it is so ordered.
The clerk will call the roll.
The assistant legislative clerk proceeded to call the roll.
The PRESIDING OFFICER. The Senator from Tennessee.
Mr. ALEXANDER. I ask unanimous consent that the order for the quorum
call be rescinded.
The PRESIDING OFFICER. Without objection, it is so ordered.
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