Tag Archives: outsourcing

Five tips to ensure a smooth transition to outsourced pension administration

Your organization has made the business decision to outsource your benefits administration. So now what?   You may be dreading the upcoming and likely unfamiliar process while at the same time dreaming about the day you are able to hand off the day-to-day responsibilities of plan administration.  Those can include a day with a fully staffed call center to field participant calls; a user-friendly website for participants; and a team of benefit professionals dedicated to providing exceptional service to you and the plan’s participants.

As with many things in life, it is all about how you get started.  The effort and attention given during the conversion process can set the stage for proper and efficient administration in the future.  The conversion team of your selected vendor will have a well-defined process designed to streamline the administration of your plan, but you and your staff will be a key factor in facilitating the achievement of this goal.

Here are five tips to ensure as painless a transition as possible for you, your participants, and your new plan administrator. 

  1. Gather and organize plan information  
    Once a new administrator has been selected, begin to gather the information needed to administer your plan(s).  For defined benefits plans, this includes plan documents and amendments, summary plan descriptions, and recent valuation files and sample calculations.  Determine data sources needed for both historical and ongoing needs.  Identify required interaction with other service providers – your payroll vendor, check writer, and actuary.  It’s also important to provide details regarding any upcoming plan changes if any are being considered.  This part of the process can be the most labor intensive for your benefits team, but it is also the part that will allow for the greatest success.       
  2. Be clear about your current challenges
    You know what makes your plan(s) challenging to administer.  Share your pain points and be specific about your expectations of the new system.  Do you have manual processes that could be automated? Are there certain groups of employees or participants that will be sensitive to any changes?  Do you have concerns about missing data?  Making sure your current challenges are outlined clearly will help your new administrator determine the best solutions.
  3. Be open to changing existing processes
    It can be uncomfortable, but don’t let “We’ve always done it this way” prevent you from benefiting from possible process improvements.  Explain your business needs clearly, and allow your new administrator to share best practices.  They will thoroughly review and analyze all current administrative processes and procedures and make recommendations for effectively streamlining when appropriate. Look at this as an opportunity to make things easier for your organization and your participants while increasing efficiency and managing costs.
  4. Actively participate in the process
    You will be involved in status meetings and process discussions throughout the conversion project.  You will be asked to review new communication materials and, most likely, a new participant website.  Your attention and participation in the process will be vital to the successful delivery of the services at the live date and beyond.  You know how your plan “works” and what your participants will expect.  Participating in the review of the setup will provide confidence that your plan will be administered in the proper fashion and that the plan’s participants will be comfortable with the transition.
  5. Share concerns as they are identified
    Open communication with your new administrator will be key to a successful transition.  The conversion will typically be a project lasting several months, and you will likely have questions along the way.   If there are decisions being made that you disagree with and/or think are confusing, bring that information to the team’s attention.   Be open with your conversion team so that they can address concerns and make adjustments as needed. Turning over the administration of your plans(s) can be a daunting task and you should be comfortable with the assigned benefits team to provide you assurance that your plan is in good hands.  Following these tips will help set the stage for a true partnership with your new vendor to administer your plan(s) in the future. Your participation in the conversion process will allow you to be confident that the plan will be administered properly and efficiently and that you will arrive at the live date with certainty.

Outsourcing enhances a small pension plan’s administration

When a small pension plan disaffiliated from its larger pension group, it lost access to the retirement system infrastructure that helped administer its plan. In this article, employee benefits analyst Julie Sinke explains the sponsor’s decision to fully outsource its plan administration to Milliman and how the firm provided a more efficient and streamlined solution.





Is pension outsourcing right for you?

Benbow-DavidThere has been much discussion about the relevance of the defined benefit (DB) pension plan. For decades, people have bemoaned the demise of DB plans, saying they are too costly to administer and too expensive to maintain. Others have suggested that there is no other type of plan that will provide a sufficient and stable source of retirement income. There has been a growing trend of top employee benefit providers shifting their DB outsourcing service models by partnering with firms such as Milliman, while others have opted to exit the DB outsourcing business completely, as recently announced by Vanguard.

Does that mean DB outsourcing is no longer relevant?

Outsourcing is more relevant than ever, but it’s become so specialized that it’s best handled by experts who do it as their core business. DB plan outsourcing was once very expensive, but technology and economies of scale have made outsourcing much more affordable. Here are a few reasons why DB plan sponsors should consider outsourcing.

The changing of the guard
Many employers have a person (call her “Betty”) who has single-handedly administered a DB plan for years, maybe decades. Betty is friendly, she is dedicated, and she knows everything about the pension plan—including when to look people up in the big red binder. Betty is 62.

Not only is Betty going to retire someday, but she hasn’t trained anyone to take her place. Betty is very dependable, but has she stayed current on all the new pension legislation, and would her work stand up to an audit by the Internal Revenue Service or U.S. Department of Labor?

Because a change is imminent, someone else should also be considered with at least as much experience as Betty, someone who is familiar with the challenges of automating the information that’s in Betty’s head (and in the big red binder), and who keeps abreast of the latest pension rules—namely, a DB outsourcing provider.

Participant convenience
We’re more than a decade into the 21st century and, thanks to our laptops, tablets, and smartphones, we’ve gotten used to having information available instantly. Participants meeting with a financial planner will want to look up their pension benefits online as well as model a few different retirement dates to see what works best for them. Some outsourcing providers have this capability, which renders the annual pension statement obsolete (participants never bothered to look at them anyway).

Providing self-service options for participants also cuts down on requests to human resources departments (and Betty is pretty overloaded with requests for estimates).

For participants who still prefer human interaction, an outsourcing provider may include a call center of friendly DB experts, who have full access to the participant’s information. They can field questions ranging from plan eligibility to the ever-popular “Where is my check?”

Plan sponsor convenience
As mentioned earlier, DB plans have become much more complicated to administer. In order to calculate benefits consistently and efficiently, a dedicated system is required for all but the simplest plans.

Plan auditors are more confident with calculations produced by a pension system instead of hand calculations or clunky spreadsheets. System results can be stored indefinitely along with evidence that calculations were reviewed. In addition, many outsourcing providers are independently audited and can provide plan auditors with a Statement on Standards for Attestation Engagements No. 16 (SSAE 16 Type 2) report for additional reassurance.

With a dedicated pension system, plan sponsors can also have a wealth of data at their fingertips. Regular reports can be generated for compensation and benefits committees and data extracts for plan actuaries. Mailing lists for summaries of material modifications (SMMs) or annual funding notices are made much simpler.

Finally, with the day-to-day pension operations off its hands, the benefits department can focus on other, more urgent matters.

It takes a village
It takes quite a few people to administer a DB plan: Actuaries to measure plan funding and forecast liabilities, administrators to calculate benefits, representatives to answer participant phone calls, and payment processors to work with the trustee. A full service outsourcing firm houses all these roles under one roof, creating a seamless team of professionals to make life easier for plan participants and plan sponsors.

If you’re wondering whether Milliman can help with the administration of your DB plan or would like to see a demo of our administration system or participant website, feel free to contact me or visit www.milliman.com.





Is outsourcing defined benefit plans productive?

Outsourcing a defined benefit (DB) plan’s administrative tasks could be advantageous for some companies. The process of gathering data, calculating pension amounts, preparing retirement paperwork, and setting up payments may become too cumbersome for in-house personnel to maintain. In addition, the vast array of regulations may be too much for some administrators to keep up with.

In David Benbow’s recent Plan Consultant article, “Replacing Betty: Why DB Plan Outsourcing Makes Sense,” Betty characterizes the sole manager of many plan sponsors’ internal pension administration system.

Here is an excerpt:

As if complicated laws weren’t enough, DB calculations depend on extensive data. Usually, the longer a plan has existed, the more data are needed to calculate the pension and, if the plan has changed hands through mergers or acquisitions, this data may not be centralized or easy to obtain. Companies that have administered their DB plans in-house often have one key person—let’s call her “Betty”—who has been calculating the pensions for 35 years. Betty has all the historical knowledge; she knows which employee groups are special and why; she remembers when she has to go look someone up in the red binder to get the frozen amounts that are listed in it. Betty is friendly, reliable and indispensable. And Betty is 62.

As impossible as it may be to imagine life without Betty, we know her days are numbered and someday she’ll retire. So far, cloning Betty isn’t an option and training others isn’t really Betty’s strong suit, but we have to find a way to take the knowledge out of Betty’s brain and document it for posterity.

Could it be time to think about outsourcing the DB plan? Outsourcing sounds expensive, and our culture has always been to take care of our own employees. Then again, we may be forced to take the plunge.

It’s very common for a pension plan to have some data-related skeletons in the closet, and experienced pension administrators have seen it before. By looking at samples of Betty’s calculations, they can identify the key pieces of data, store them in a central, accessible location, and have the mysterious red binder keypunched so it can be automated. Betty will still be around to use as a resource, but with the processes automated instead of sitting between Betty’s ears, there won’t be any surprises when she retires.

The article also discusses the scope of outsourcing DB plans and provides two examples demonstrating how outsourcing can help streamline administrative tasks.

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Outsourcing defined benefit plan administration

Defined benefit plans face many administrative challenges as new regulations are enacted, old rules are changed, and companies are reorganized. In the past, it may have been easier to keep defined benefit pension administration in-house with skilled, knowledgeable staff who could calculate benefits using a spreadsheet. But now, the volume and ever-changing rules and regulations have made administration more complex. Out-of-date calculation spreadsheets and internal systems no longer meet compliance requirements, and replacing pension staff members is difficult once they retire.

In the latest issue of DB Digest, Jean Smith discusses the benefits one company experienced by outsourcing its pension administration system. To read the article, click here.