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Summary
Employees, beneficiaries, and retirees need excellent benefits administration service. This article outlines an operating model for high-quality customer service, emphasizing accurate information and performance measurement, especially with outsourced vendors.
Area of Science:
- Business Administration
- Human Resources Management
- Operations Management
Background:
- Employees, beneficiaries, and retirees are the primary stakeholders in benefits administration.
- Effective service delivery is crucial for customer satisfaction in benefits programs.
- The complexity of benefits administration is increasing, often involving third-party vendors.
Purpose of the Study:
- To describe a benefits administration operating model focused on superior customer service.
- To highlight the importance of accurate, consistent, and timely information.
- To emphasize the role of performance measurement in ensuring customer satisfaction, particularly in outsourced scenarios.
Main Methods:
- Conceptualization of a best-practice benefits administration operating model.
- Description of key components for delivering high-level customer service.
- Discussion of performance measurement strategies for evaluating service quality.
Main Results:
- An operating model is presented that enhances service delivery in benefits administration.
- The model ensures accurate, consistent, and timely information for all stakeholders.
- Performance measurement is identified as critical for maintaining high customer satisfaction.
Conclusions:
- Implementing this operating model can significantly improve benefits administration service.
- A focus on information accuracy and timeliness is essential for stakeholder satisfaction.
- Robust performance measurement is vital for managing outsourced benefits provision effectively.