As an information technology professional, when a web site has performance problems, I sigh, gnash my teeth, and gripe just like everyone else. However, twenty minutes later I realize I have been there and feel bad for those having to deal with the mess. Also, should I feel hurt that I am not among the nation’s brightest IT minds since I was not asked to help?
GeorgiaVIEW, one of the projects on which I work, has about four thousand active users on average and with topping out around 5-6 thousand week days and eight during an abnormal event. When users are having problems, they tend to come back which gives them a new session yet the old one has not expired, so the system deals with more and more sessions compounding a performance problem. Some of the descriptions people gave about having problems with healthcare.gov sounded like they came back over and over trying to enter.
The most annoying thing about the healthcare.gov problems though are the pundits. Early on, I heard they should have hired Silicon Valley companies to build the site as though IT people only come from there. They specifically named companies famous for their high profile meltdowns to build the health care exchange as experts in building huge sites without problems. Later came the small companies who build web sites for others, but not at this scale.
It is extremely difficult to build a site to the perfect scale. Overbuilding is expensive, so there is pressure to scale back. Business workflows are murky at best because until people use it, they really are unsure what it is they want. (They just know what was built is not right and why.)