Customer Success Story
Implementation Support for a Health and Welfare Administration Transition
H&W administration transition at risk with internal staff already fully committed
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.
Taking over project management, requirements, testing, and carrier coordination
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
Successful go-live with minimal participant impact and reduced costs
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 In addition, our client was able to leverage SBA’s knowledge of systems to re-engineer outdated processes that were creating significant behind-the-scenes work for internal resources.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.