The U.S. Department of Health and Human Services, which oversaw development of the site, declined to make any of its IT experts available for interviews. CGI Group Inc, the Canadian contractor that built HealthCare.gov, is “declining to comment at this time,” said spokeswoman Linda Odorisio.
Five outside technology experts interviewed by Reuters, however, say they believe flaws in system architecture, not traffic alone, contributed to the problems.
For instance, when a user tries to create an account on HealthCare.gov, which serves insurance exchanges in 36 states, it prompts the computer to load an unusually large amount of files and software, overwhelming the browser, experts said.
If they are right, then just bringing more servers online, as officials say they are doing, will not fix the site.
“Adding capacity sounds great until you realize that if you didn’t design it right that won’t help,” said Bill Curtis, chief scientist at CAST, a software quality analysis firm, and director of the Consortium for IT Software Quality. “The architecture of the software may limit how much you can add on to it. I suspect they’ll have to reconfigure a lot of it.”