Case Study

Health & Welfare Benefits Administration Implementation Support

A provider of power generation and distribution services made the decision to switch Health & Welfare (H&W) administration providers.

An analysis of the associated project plan revealed that the client’s internal resources, who were slated to support the project, were fully committed to other projects as well as their day-to-day responsibilities. This situation created an unacceptable level of quality risk.

SBA delivered the following scope of services:

Facilitated the discovery process
Orchestrated requirements process including meetings, reviews and final sign-off
Ensured the requirements and contracted statement of work were consistent
Analyzed and developed process flows for participants and the plan sponsor
Worked with the vendor on the client’s behalf to resolve proposed process exceptions
Developed and executed comprehensive test plans
Coordinated carrier interface development and testing and training of representatives
Developed call center specifications and led knowledge-base review and testing
Conducted analysis and revision of participant communication materials, including employee self service
Managed issue log and problem resolution
Supported initial annual enrollment period
Directed comprehensive vendor management for both the new and old vendors
Led overall active project management

Our client had a successful implementation by the proposed go-live date with minimal participant impact and few quality issues.

SBA developed business requirements to thoroughly test all aspects of the new vendor’s solution prior to the go-live date and resolve errors that would have adversely affected the employee experience. In addition, our client was able to leverage SBA’s knowledge of systems to re-engineer outdated processes that were creating significant behind-the-scenes work for internal resources.

Our client saved hard dollars as realized through price reductions in the RFP process and soft dollars in terms of the time that internal resources did not have to devote to supporting the H&W administration process.