Case Study

Public DB Plan Administration


A public transit system that serves over 10 million riders annually was frustrated by its pension administrator’s high frequency of mistakes and lack of responsiveness to plan participant and trustee requests. For example, participant payments were often initiated as late as 18 months beyond the intended benefit commencement date, and participants and trustees who left messages with the pension service center complained to executive management that they never received return calls. The plan sponsor suspected the problems were being exacerbated by the administrator’s lack of reliable recordkeeping.