Page 142 - MayDefComp

SAN MATEO COUNTY
DEFERRED COMPENSATION PLAN COMMITTEE
PROVIDER SERVICES SUMMARY / RECOMMENDATIONS
MAY 21, 2020

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 two
exceptions.

Mass Mutual Response

1. In response to Participant Call Center Response Time, this issue continues to be
present for the Committee to consider. The standard was only partially met. As was
discussed last year, the security protocols had an impact on response time as did the
allocation of resources to the Call Center. This led to MassMutual’s inability to fully
meet this standard. We have not noted in other providers their inability to meet the
standard. MassMutual reported that they have modified their process and committed
significant resources to improving their response time and we have also modified the
standard to address this issue. In the first three quarters of 2019, MassMutual failed to
fully meet the adjusted standard although there was a steady increase in the
percentage of calls toward the standard as was reported quarterly. In the fourth
quarter, the standard was fully met. Recommendation: The Committee should
discuss this standard and MassMutual’s ability to meet this standard
prospectively. Even though the first quarter of 2020 is technically not part of this
review, it may be helpful to have MassMutual report on 2020 statistics to date to
inform the decision of the Committee about whether penalties should / should
not be considered.

2. In response to Participant Statements being mailed within 10 business days,
MassMutual indicated that they had only partly met this standard. In the first quarter
the vast majority of statements were mailed on time. In quarters two and three, the