and the worst online and telephone process

That Rhode Islanders have Health Source RI is great. Unfortunately, leads you to and this is by far the worst online and telephone process I have ever had to go through to get any kind of service. That the end result is a family's healthcare coverage means the stakes are really high for every customer interacting with the service. It better be rock solid and crystal clear to both the customer and the support representatives. As long as governments continue to select service designers the same way they select pickup trucks or any other interchangeable commodity we will continue to get crap.

Update: Coincidentally there was a useful Twitter thread about this same topic.