City of AustinFOR IMMEDIATE RELEASE
Wednesday, March 17, 5 PM Update:
After identifying the issue, we are testing the system to have a successful first dose appointment release on Thursday evening, Mar. 18.
Those who had made it past the waiting room and were unable to confirm their appointments due to technical issues are being scheduled.
March 16, 5 PM Update:
After working with our vendor throughout the day, Mar. 16, we have identified the issue that occurred during scheduling last night that came from a new program code. We will continue to test the system to have a successful first dose appointment release on Thursday evening, Mar. 18.
We have also determined that we are unable to see who was in the queue since it is maintained by a third-party system that does not collect user data. We understand this is frustrating and we are working to proactively schedule those who had made it past the waiting room and were unable to confirm their appointments due to technical issues.
March 16, 12:30 PM:
During the first dose appointment release yesterday, Mar. 15, we noticed issues of people being unable to move past the appointment confirmation page and a slower than usual scheduling process.
Our team worked with the vendor on several solutions such as letting fewer people out of the waiting room and into the scheduling system, creating a new site in the system for people to schedule, and pausing the waiting room to help those who were already in the scheduler complete the appointment confirmation process.
Ultimately, we had to end scheduling, which resulted in only 2,300 appointments being scheduled. We understand the frustrations and we worked into the morning and are continuing to address the problem with our vendor. We remain committed to correcting the issue for future appointment releases. In the meantime, we are working to proactively schedule people who made it past the waiting room and are also continuing to schedule through the Equity Line.