Our client had recently appointed a new TPA for their 25,000 life DB Plan and were experiencing difficulties with many aspects of the post ‘go live’ service, in particular, the day to day performance against SLA and also the roll out of the member web and self-serve functionality.
Cosan were asked to help by performing a Root Cause Analysis of the issues and then to help address them with the TPA. We also took a ‘hands on’ approach with the web site roll out by effectively joining the Client’s Pensions Team and leading this particular activity on their behalf.
Since our involvement, the day to day service delivery has stabilised and is now within expected parameters. The web site also launched on time with the required functionality and high levels of member engagement and participation.