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2009 Top Total Benefits Administration Outsourcing Vendors, Black Book Survey 2009 Results

February 2010 | 59 pages | ID: 2DB1ABE3B83EN
The Black Book of Outsourcing

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In 2009, the Black Book TBA user survey investigated over 1309 contracts held by 323 of the top-spending organizations and conglomerate corporations, and globally evaluated 100 vendors.

In order to rank the organizations, 18 key performance indicators (KPIs) or criteria were employed, with each respective vendor scored by client type and ranked on a 0–10 scale per KPI.

Key findings

Key finding: most important customer satisfaction KPIs

Client relationship and cultural fit and trust/accountability/transparency are the most important attributes influencing TBA clients' satisfaction with their 2009 outsourcing providers.

Key finding: vendor dissatisfaction is uncommon in the TBA industry among top-ranked suppliers

Strong dissatisfaction is uncommon in the TBA outsourcing ranks, occurring in less than 2.1% of US client types, 4.0% of UK clients and 5.3% of international customers. US and global corporations collectively express only a 3.5% dissatisfaction rate.

Key finding: comprehensive TBA services vendor arrangements from a comprehensive/end-to-end TBA vendor produce the highest satisfaction rates
INTRODUCTION

SUMMARY

Survey overview
Key findings
TBA outsourcing – top honors overall 2009
TBA outsourcing – top vendor by function 2009

BLACK BOOK METHODOLOGY

How the data sets are collected
Understanding the statistical confidence of Black Book data
Who participates in the Black Book ranking process
TBA vendor rankings and results 2009

PREDICTED SECTORS OF HIGH GROWTH FOR OUTSOURCED TBA SERVICES 2010–11

TOP

TBA OUTSOURCING VENDORS

QUALIFIED BENEFITS ADMINISTRATORS: BLACK BOOK SURVEY

CONSISTENT PERFORMANCE BY TOP TBA OUTSOURCERS

STOP LIGHT SCORING KEY


Operational excellence of TBA outsourcing vendors

OVERALL KPI LEADERS

Top score per individual criteria
Outsourcing vendors with most top individual criteria scores
Overall rankings by client type

INDIVIDUAL KEY PERFORMANCE

APPENDIX

Orbys consulting
Disclaimer

COMPANIES MENTIONED

ING,
Mercer,
Hewitt,
Fidelity,
Milliman,
Vanguard,
T Rowe Price,
Towers Watson,
USI Consulting,
SEI,
ACS,
Benefit Concepts,
Aon,
Providence,
Prudential,
Tri-Ad,
JPMorgan/CCA,
Excellerate HRO,
Great West,
Secova


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