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