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SAN MATEO COUNTY
DEFERRED COMPENSATION PLAN COMMITTEE
PROVIDER SERVICES SUMMARY / RECOMMENDATIONS

MAY 2, 2018

Purpose of Assessing Non-Financial Provider Services:

• Assess delivery of contractually proposed services.
• Identify issues for strategic planning.
• Identify specific key initiatives for next year.

Assessment Process:

• Use of MassMutual’s Summary of Performances Standards / Guarantees
• Analysis and feedback on MassMutual response.
• Recommendations for Committee discussion / planning.

General Comments:

• Comprehensive and timely response.
• Good general compliance with contract and other promised services with one

exception.

Mass Mutual Response

There are a couple of recommendations we would make based on this review:

1. The service standard requiring that telephone calls to service center(s) will
be answered within 30 seconds 80% of the time was still not met. As we have
previously discussed, the County has the ability to invoke the $1,000 penalty.

2. In response to questions regarding the Plan Document, the Investment Policy
Statement and the Education Policy Statement, while the standard was met
in 2017, it appears no confirmation has been made in the 2018 period. While
this is not part of the assessment, MassMutual should identify when it will
provide assurances that these documents and policies will be reviewed in
2018 and determine when they will be provided to the Committee.

The Committee should also provide feedback to both MassMutual and SST about the
documents that were provided in this review and the process that was followed. Are there
any changes the Committee would request for the 2018 review?