Conduent Elements of Success
The Solution
Life@Work – Enabling John Hancock and your participants
Chesapeake
Service Center
Jamaica
Site Overview
Manila
Site Overview
Merck One-Stop Employee Service Center with White Glove Service
Implementation timeline
Meet the core team
Dear John Hancock Benefits Committee Members,
Conduent’s outstanding team of professionals is laser-focused on your success. From implementation to operations to customer service, our commitment to building strong, lasting relationships is unparalleled.
Click on the photos for more info
Jim Morris
Let's move your workforce forward.
Employees want companies to understand their expectations, sense and address their needs and empower them to do their jobs well.
Our holistic platform ties HR, payroll, benefits and learning together — delivering individualized and intuitive experiences from recruitment and on-boarding through post-employment.
Participant Demo
Personalized information, outstanding decision tools and a seamless experience on any device help participants make the most of their health, retirement, and wellness benefits – and their total rewards packages.
Quality Elements for Employees and Plan Sponsors
HOME
Jennifer Allen
Jennifer is a DB Implementation Practice Leader, and in this role, she is responsible for the successful build of the Defined Benefit systems that supports our co-sourced and outsourced clients. She has worked in the HR Services industry for over 25 years and has spent the majority of her career at Conduent.
She has held numerous leadership positions during her time at Conduent including being a Service Support Manager in Conduent’s Pension Administration area, Governance and Standards Leader, and the Canadian DB Implementation Leader.
Jennifer is passionate about guiding clients of all sizes through the Implementation process and loves everything DB, particularly digging into the plan documents and pulling of the pieces together to get a full picture of the plan specifics.
DB Implementation Practice Leader
Tom Kelly
Sales Executive & National Practice Leader
Defined Benefits & Total Benefits Outsourcing
Thomas.Kelly@conduent.com
Conduent Confidential
Opened: 1999
500 employees
107,000 square foot facility
Training and Fulfillment onsite
ISO 9001:2000 certified
Serves 12 employee call center clients
Staffing Experience: CSRs (2-3 years); Leaders
(3-5 years); Managers (7-10+ years)
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Conduent Jamaica Sites
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Opened
April 2000 (First location)
March 2009 (Acquired e-Services)
January 2017 (Became Conduent)
Total Square Footage
350,348.34 sq. ft. (July 2019)
6142 (at July 2019)
Hours of Operations
24 hours Monday through Sunday
Manila Business Center
Learn more
Opened
June 2005
14 years of experience and presence in
the Philippines
Proven experieice in providing diverse services for a range of clients with different requirements.
Total Square Footage
3501, 948 sq. ft. (July 2019)
Hours of Operations
24 hours Monday through Sunday
Executive Summary
Conduent proposes a people-first journey powered by next-generation digital technology.
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Finalist Presentation
We stand ready to deliver an improved employee experience.
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Our solution includes a dedicated team, innovative technology, scalability to match your growth and a smooth, worry-free implementation.
Our passionate, dedicated professionals, with global best practices and innovative technology, deliver a seamless, Amazon-like experience for your employees that will engage and empower your team.
As Merck grows, Conduent is with you each step of the way. Our network of global HR service centers is designed for flexibility and scalability, both today and in the future.
We at Conduent are very familiar and experienced with complex organizations. Our dedicated team of transition experts will leverage best practices, managing each step from planning and design through execution and ongoing support.
Jeff Weiner
As the Vice President and General Manager of Conduent’s Human Capital Solutions, Jeff Weiner has responsibility for 300 clients and HR/Benefits support across their 10 million employees, participants, retirees, and learners. In this role, Jeff drives strategic business transformation, stronger client relationships, and product / service innovation to maximize growth. He works in close collaboration with business, operations, and technology leaders to bring best and “next” practice solutions to our clients, while delivering an integrated and seamless experience to their employees and benefits participants.
In addition to his Human Capital role, Jeff also oversees business operations, product strategy, and growth for the Conduent Legal, Compliance and Analytics and Conduent Casualty Claims businesses.
A seasoned senior executive, Jeff has a strong combination of technology, operations, and transformational leadership experience as well as a long career in the financial services industry.
Vice President and General Manager
John Larson
John is responsible for working with CHROs, Benefits Administrators and Plan Sponsors to execute new HR and Benefits solutions and delivery strategies that drive tangible business outcomes and ROI for their organizations John has spent 15 years listening to clients, then reimagining and operationalizing business processes to improve the effectiveness of HR, Total Benefits, and Financial Wellbeing strategies. Having over a decade of experience at Conduent, John has built his career creating experiences for large market employers and their employees that ultimately drive results for both stakeholders. John's career has touched benefits, learning, total rewards, and HR/payroll outsourcing. John's most recent client experiences include a large market Defined Benefit implementation including complex data clean up, Pension Risk Transfer administration implementation, and integration of benefits solutions into a single user experience driving employee engagement.
Vice President and Portfolio Leader, Total Benefits Solutions
Scott Galway
Scott Galway is a Director of Client Management in the Human Resources Services organization at Conduent. He is responsible for the overall delivery of all aspects of the Total Benefits Administration day to day activities. Scott manages the Client Service Delivery team for payroll, premiums, carrier files, system configuration/eligibility, total rewards, administrative processes, communications/web, pension & 401k administration, employee service center as well as working with the client on escalations, project management, account relationship management, staff management, pricing and contracts. He will be the main day-to-day contact for the client and has 20 years in the Total Benefits Outsourcing space. Prior to becoming a Director of Client Management, Scott was a Client Service Manager for 10 years servicing multiple accounts.
Director, Client Management
Bonnie Tichman
Bonnie Tichman
Bonnie Tichman leads Marketing for Conduent’s Human Capital Solutions business. In her current role, Bonnie is responsible for generating market awareness and demand, driving thought leadership positioning and content, designing and executing channel partner go-to-market strategies and programs, and enabling sales productivity.
Bonnie has 30+ years' experience in the Human Capital and Benefits space, where she has driven growth for industry software and services leaders through story-telling, evangelizing, and bringing innovative offerings to market, while ensuring successful execution and deployment.
Marketing Leader, Human Capital Solutions
Tempe
Service Center
Implementation Timeline
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Implementation Overview
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Tasks
Project
Service Center
H&W System Build
H&W Web Build
H&W Data Interfaces
Operations & Services
Merck Involvement
*Hershey acceptance testing will follow Conduent internal testing phase prior to production move. Minimum of two rounds of testing recommended
Project Charter, Status Meetings, Weekly Meetings, Change Management, Overall Management – All Deliverables
Service Center – Knowledge base, Tools, Training, Operational Readiness
Discovery
Translate Reqs.
Build
Test (UAT/CATCAT)
Discovery, Requirements and Development
MED – Requirements Analysis, Data Mapping Discovery, Communications/Brand Discovery
LOW – Conduent Configuration, Data Conversion Testing
MED/LOW – System, Interfaces Testing
HIGH – Client Acceptance
Development
Production Data Interfaces
Define Business Processes (New Hires, Terms,Payroll Recon, Exceptions, etc.)
Develop work flows/ case types
Employer Admin Training
Transition to Account Management
Q3 2020
Q4 2020
Q1 2021
Q2 2021
Merck Implementation Timeline
Merck Implementation Team
July 2020
Project Kickoff
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Putting the participant first
Read more
Keep it simple
Stay one step ahead
Read more
We drive value through AI, automation, and process simplification. Conduent is a proven partner that will keep up with John Hancock participants’ evolving expectations. We continue to innovate by leveraging modern technology and investments across Conduent’s broad portfolio.
Stay one step ahead
Putting the participant first
Keep it simple
Our Life@Work Experience Platform is the key ingredient that will provide information in digestible bites. So, as John Hancock’s participants’ health and retirement goals change, they can make confident decisions. Conduent provides the intelligent insights for the moments that matter and makes the complex simple.
Keep it simple
Putting the participant first
Stay
one step ahead
Keep it simple
I speak on behalf of the entire Conduent team in saying how appreciative we
are to have this opportunity to deliver
a solution for John Hancock’s Total Benefits Administration needs.
The right
partner
We sincerely appreciate this opportunity to be considered as your partner to provide Total Benefits Administration services.
Read more
Message
from Randall
Randall King
President,
Commercial Solutions
Based on 20 years of experience together, we are confident that we can help you achieve your service efficiency and quality objectives, while executing deeper integration with BNY Mellon’s direct payment capabilities. You can also count on us to be the partner who brings service excellence, bold ideas, modern technologies, and broad experience to transform your Benefits practice.
DECK: White Glove Service
Impacting Health and Welfare. Inspiring an engaged workforce.
John Hancock
Essential Compounds for Successful Health & Welfare Administration
Long Term Partner Cultural Alignment Infrastructure to Deliver Complex Plan Design
One-stop Employee Service Center: White Glove, Omni-Channel Supported communications
Dedicated Organizational Model
Seasoned & Experienced Team
Annual Innovation Budget of $100k. No Charge for Change Orders < $10k
The Solution - Quality Compounds for Employees and Plan Sponsors
The Solution
Meet the Operations team
Life@Work - Delighting Merck Employees
One-Stop Employee Service Center with White Glove Service
Implementing the
Solution
Benefit Wallet Option
Jeff Weiner
Scott Galway
Manila
Tempe, Arizona
Click to explore
Jamaica
Call center site overview
As John Hancock grows and business dynamics change, Conduent is with you each step of the way. Our global network is designed for flexibility and scalability, today and in the future – with one goal in mind – superior employee and participant experiences.
Let’s start the journey.
Opened: 2003
230 employees
30,168 square foot facility
Training onsite
44 clients serviced
Staffing Experience: CSRs (2-3 years); Leaders (8 years); Managers (18+ years)
Business Continuity/Disaster Recovery Plan
Facilty
Temple, Arizona Service Center
15-hour day in Service Center
North America HRO Hub
Support for H&W, RightOpt, COBRA, FSA/HSA (BenefitWallet), Defined Benefits, QDRO, Defined Contribution
English/Spanish bilingual Representatives
Beneficiary/Retirement White Glove
Calls, Contact Us, and Click to Chat
Services Provided
Representative Clients
Consolidate HR Ecosystem: Seamless Links to Plan Info, DB, Fidelity DC & Voluntary Benefits
Mobile Access, Analytics & Reporting
Benefit Wallet for FSA (Future HSA) Health Advocate
Total Rewards & Strategic Communications
Aligning and embracing our shared purpose of putting the client first, as clients and participants are at the heart of everything we do
We sincerely appreciate this opportunity to
be considered as your partner to provide
Total Benefits Administration services.
Message from Cliff
We focus on improving member experience by providing human-centric solutions, leveraging technology and data to deliver what your participants need and want.
Putting the participant first
Q3 2021
H&W Communications
System Live
Discovery
Translate Reqs.
Build
Test (UAT/CATCAT)
System Live
Discovery
Translate Reqs.
Build
Test (UAT/CATCAT)
System Live
Translate Reqs.
Testing
Production
Ready
July 2021
Go-Live
Annual Enrollment
Conduent is dedicated to delivering experiences that enhance loyalty and trust within your organization. We will drive innovation and partnership together to increase the value of your crucial benefit programs year after year. We look forward to sharing with each of you and your committee, our enthusiasm for client service, data management expertise, and creating lasting, beneficial retirement & health benefits experiences.
TOP
Conduent Human Capital Solutions provides the most comprehensive and seamless employee experience in the industry. Our benefits administration solutions improve data management, accuracy, and quality – empowering participants with insights needed to make important decisions and equipping the John Hancock team with accurate data essential to support your business goals.
HR Transformation
by NelsonHall
10M+
global employees, participants and retirees supported
Data
Conduent’s differentiated services and solutions improve experiences for millions of people every day, with a 40% average efficiency increase in HR operations
A recognized global leader
HR is Mission Critical
Why Learning is Pivotal to Business Transformation
Digital Transformation in Human Resources
CHRO Guide – A Path to Business Recovery
Leader in HR Services
Scale and experience
Supporting clients to solve complexity across:
Drive client success
Deliver with quality and personal accountability
Be open and inclusive
Communicate with purpose
Be a good teammate
Our clients are at the center of everything we do.
We strive to deliver the highest quality in every aspect of our business.
Diverse perspectives contribute to better decisions and outcomes for our associates, clients and communities.
Proactive and effective two-way communication is essential to build trust.
Teamwork and collaboration are the hallmarks of our culture.
Our values
Living our values every day.
Learn more
Improve participant engagement by communicating the full value of health and wealth programs and assets in a single, accessible, and actionable view.
Total Rewards
Learn more
Top-notch administrative expertise to minimize plan liability and risk.
Defined Benefits
Learn more
Consolidated data, process and calculation automation, combined with rigor, drives administration efficiencies and enhances experience.
Data
Management
The solutions that Conduent delivers leverage our global delivery network, deep expertise in health and retirement administration, and disciplined data management capabilities.
Click on the boxes below to learn more about the services and outcomes we create.
The validation report is executed each time a file is received and the validation errors/warnings are shared
Conduent creates and executes first level validations (which ensure proper data field formatting, existence on valid values tables, etc.) as well as more complex, rules based data validations (as applicable) for each interface that we process
Process used to validate HRIS, Payroll and conversion data prior to loading the data to the Conduent system
Data discrepancies will be reflected in a data file sorted by field, ID Number and then listing the data value from each source
Process used to confirm that the conversion data and HR ongoing data are synchronized (using the same effective dated data) and mapped correctly to the Conduent database
Expected results are documented in a data file and conditions that fail are reviewed and rectified
Test conditions are created and the Conduent team follows the data from source to target
Process used to ensure that the source data was loaded as expected to the target field on the Conduent database
The majority of these fallouts should be captured in our validation report as a rejection or require a programming adjustment
Any field not loaded will be reflected in a report and reviewed for a possible cause
Process used to confirm that every field sent on the HRIS and conversion file(s) was loaded as expected to the Conduent system
Reconciliation
Test Plan
Summary Change Analysis
Validation
Our four-pronged disciplined approach around data integrity and process automation ensures that critical benefits transactions are executed efficiently and effectively – minimizing risk and ensuring your participants’ experience is accurate and consistent.
Data Management
Data Management as a Discipline Our 4-Pronged Approach
BACK
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Learn more at conduent.com
Our solutions support your benefit and business strategy while helping your employees to understand and appreciate their defined benefit plan and to prepare more effectively for retirement.
Defined Benefits
BACK
CLOSE VIDEO
Employees are one of your most valuable assets.
Enabling participants to be better consumers of their benefits programs helps them be more physically, emotionally, and fiscally healthy.
Download overview
Learn more at conduent.com
Employee Engagement
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Creating exceptional outcomes
Thank you
Delivering superior health, wealth, and total wellbeing experiences and outcomes
for John Hancock’s employees and their families
Managing the complexity of your plans and data to drive automation and optimize administration
Multi-Process
Human Resource
by Everest
Next-Generation Benefits Administration
by NelsonHall
60M+
employee and participant interactions annually
40+
years of experience in delivering benefits solutions
Cost reduction
Delivering reduced costs and improving employee health and financial wellness for a Fortune 100 defense contractor with a $2.8B projected total health savings by 2025
Accuracy
Optimized premium reporting for a large hospital operator automating financial allocations across thousands of reporting groups
Learn more
Learn more
Learn more
On behalf of our entire organization, thank you for the opportunity to participate in the John Hancock RFP for Total Benefits Solution Administration. In conjunction with your RFP process, it would be an honor to deliver an outstanding implementation experience, while creating an exceptional, impactful, participant and plan sponsor experiences with your organization into an inspiring future.
We look forward to meeting your team in the future.
All the best,
Thank you for your existing business, your long-standing partnership, and for the opportunity to expand the scope of services between BNY Mellon and Conduent.
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We look forward to working with your team to meet both your short-term and long-term objectives while delivering the best-in-class participant experiences.
John Larson
Vice President,
Human Capital Solutions
I speak on behalf of the entire Conduent team in saying how appreciative we are to have this opportunity to deliver a solution for John Hancock’s Total Benefits Administration needs. We look forward to working with your team to meet both your short-term and long-term objectives while delivering the best-in-class participant experiences.
The right partner
We continue to invest in the participant experience and are excited to bring our solutions to John Hancock and your participants. We offer John Hancock stakeholders a people-first journey powered by our next-generation digital and recordkeeping technology.
Conduent has administered quality benefits outsourcing services to our clients for more than
40 years. Our reputation for service excellence is among the very best in the industry – many of our clients have been partners for multiple decades – and we continue to receive high marks from the analyst community.
Conduent’s Core Values guide how we think, act, and make decisions.
Chesapeake Contact Center
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Tom Kelly
Tom Kelly serves as the National Practice Leader of Business Development and Consultant Relations for Conduent’s Benefits Solutions business. Tom focuses on leading Conduent's business development & relationship management efforts for its largest and most complex clients.
Tom brings over 30 years of Defined Benefit, Defined Contribution, Health and Welfare, and consultant relations experience, serving in a multitude of business roles across the large and mega plan sponsor marketplace. Prior to coming to Conduent, Tom was the National Sales manger for mega market sales at Transamerica. He has worked in business development, consultant relations, marketing and sales management roles over his career.
National Practice Leader
Shari Nadboy
Shari Nadboy is the Conduent Data Implementation Practice Leader. Her client implementation experience ranges from a single discipline to multi-discipline, complex implementations across Health and Welfare, Defined Benefits and Defined Contribution Services.
Shari has a deep appreciation for both the big picture and the details of benefits administration which ensures accuracy and quality of client data. She began working for Conduent 26 years ago and has been leading implementations for the past 20 years.
As the Data Implementation Lead, Shari will ensure that data is properly converted to the Conduent platform. Shari will be also responsible for creating the business requirement documents to facilitate the accurate build of the HR and Payroll data front-end systems, as well as any other ad-hoc data interfaces needed to support ongoing administration.
Data Implementation Practice Leader
Shari Nadboy
Core members
Ongoing
Matt Cronin
Plan Sponsor Demo
Learn more
Standardized methodologies and processes combined with automated tools drive global efficiencies and compliance.
Payroll
Jen Allen
Brian Piechowski
Leadership
Brian Piechowski
Brian Piechowski will be the designated FSA implementation manager for John Hancock. During his nearly 25-year tenure at Conduent, Brian has served in roles such as Implementation Project Manager, Client Services Manager, and Call Center Trainer for BenefitWallet. As such, he is deeply familiar with the entire suite of BenefitWallet consumer-directed health product portfolio.
FSA Implementation Manager
Conduent delivers a single total rewards experience to communicate the value the employer brings to the employee, beyond basic compensation to help our client organizations compete for new talent, while retaining existing high-value employees.
Learn more at conduent.com
Total Rewards
BACK
Learn more
Driving employee awareness and adoption across Benefit programs with effective, personalized, and targeted messaging that engages your participants to take action.
Employee Engagement
Payroll Administration issues are complex and ever-changing. We simplify your most-critical workforce interactions. Our approach to global payroll enables you to reduce costs, improve compliance and find efficiencies.
Learn more at conduent.com
Global Payroll Administration
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Home
Future State
Conduent Corporate
Talent and Culture
Investing in our People
People are the heartbeat of Conduent. And we are continually empowering them and investing in their lives.
Talent Acquisition
Talent Retention
Corporate
Social Responsibility
Talent Development
End User Experience
Learning
HR Services
Population Health and Care Management
Finance and Accounting
Workers' Compensation
We have a team of experts who can hire talent across these capabilities.
Talent Acquisition
Qualified with Finance/Acctg Experience
Initial Training Phase
Conduent Orientation
Client Specific Training
Systems Training
Add-on Training
Continued Training and Performance Reviews
Performance Related Refresher Training
Client led
Re-Training
Degreed
Online and Mobile Learning
Precipio
Talent Development
New Employee Orientation
Welcome Kit, CEO video
Updated onboarding experience
Safe@work
Employee counseling Service
Town halls conducted globally
Dedicated sessions with CEO
Regular manager/ employee connects
HR/employee connects
Health & Wellness
Meet Your People Program
Leadership Connections
Providing Multiple Ways to Grow and Engage
Talent Retention
Over 400 students
taught valuable life skills and
self-development through Happiness Academy
Promoted women empowerment
at Marillac Hills
1000 trees planted
for reforestation and biodiversity
Over 25,000 volunteer hours
delivered by Conduent Philippines Team Members in their commitment for women and children, environment, and education!
Creating an inclusive workplace
SAFE @ Work is an initiative to ensure a sexual harassment free workplace.
Diversity is not merely inclusion and entry of gender diverse workforce,
but also working to retain them
We continue to empower talent with the culture of volunteerism to positively impact the community. Our talents show that together, we can live, achieve, and thrive.
Corporate Social Responsibility
Partnership value for John Hancock
Conduent will work as an extension of your business, work with you as a true business partner, and work to enable full service and support for your plan sponsors and participants.
HR/Benefits experience and expertise
Proven scalable success
Data accuracy driven
Commitment to quality
Guaranteed continuous improvement
Accountability
Schwab brand preservation
Download
Orals Response
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executive summary
Extension of
the John Hancock team
True business partner approach
Deliver exceptional participant experiences
Delivering total wellbeing outcomes
Fortune 100
leading defense contractor
The challenge
The solution
The results
Processed transaction volumes 10X the normal workflow
Realized $1.1M savings in service costs
Processed $62M in payments providing funds access to client customers
On-time processing of the 45% of payments requiring manual intervention/exception handling
Achieved 100% fulfillment of client commitments
The challenge
The solution
The results
Rapid payments processing solution included:
Establishing a task force of payments processing domain/automation SMEs
Leveraging data intelligence to estimate volume increases
Assigning dedicated resources for payments quality assurance and exceptions processing
Identifying pre-processing activities to reduce exceptions and partnering with client on prioritization
Creating banking operations communication plan and providing detailed client reporting throughout
The challenge
The solution
The results
CARES Act Economic Impact Payments (EIP) bringing big increase in transaction volume
Potential for inaccurate data from tax returns could prevent or delay processing of payments to customer accounts
Client wanted to provide customers in financial distress with quick access to funds
Rapid payments processing during COVID-19
Making $62M available to customers in need early in the pandemic
Top 10 US financial institution
Client:
The challenge
The solution
The results
Individualized HR services engage and empower employees
Configuration and deployment of ServiceNow HR Cloud Service support client’s HR service workflow needs
Expanded automation of HR services through ServiceNow and SuccessFactors drive efficiency and convenience
Implementation of HR business process best practices foster excellence
The challenge
The solution
The results
Full suite of HR services as part of a five-year deal:
Recruitment and onboarding administration
Workforce management
Rewards, payroll and time administration
Learning management
Change impact for 18,000 employees
The challenge
The solution
The results
Inconsistent HR services across 30 countries
Employees experiencing varied HR outcomes
High headcount of HR business partners required to manage HR issues
Global SAP SuccessFactors in need of additional engagements points
Digitally transforming global HR services
Engaging employees worldwide, transforming HR services, reducing total cost of ownership
Global pharmaceutical company
Client:
The challenge
The solution
The results
The challenge
The solution
The results
Large-plan recordkeeping platform
Case management / document management
AcessPoint plan sponsor dashboarding / reporting
Conduent Health Administration Suite
The challenge
The solution
The results
M&A disruptions
Large, complex, employee focused client with 225k associates working at 165 hospitals / 115k ambulatory surgery centers across 20 states
Efficiency needs
Goals:
Complexity
Streamline and automate processes
Innovative solutions for complex healthcare organization
Creating innovative and unique solutions that meet a complex client’s requirements
Leading operator of hospitals and health care facilities
Client:
The challenge
The solution
The results
The challenge
The solution
The results
The challenge
The solution
The results
Comprehensive pension risk transfer solution
Improving retirement administration and retiree experiences for an insurance provider
Pension risk
transfer partnership
Client:
The challenge
The solution
The results
The challenge
The solution
The results
Identified 16 incremental pension-skilled internal resources to handle the volume
Conduent formed a project team consisting of experts across pension operations, technology, fulfillment, and our Center of Excellence to create the support framework. Then in partnership with the client, we quickly developed and executed a plan.
The challenge
The solution
The results
Distribute Pension Projections to 33K eligible employees, with a goal of 10K acceptances
Create and fulfill 10K Pension Intent Packages
Commence benefits for 8K employees with a start date of 8/1
Process the 8K returned Pension packages on a timely basis
Set up the 8K Pension Payments in time for an August payment
Helping an organization hit by crisis
Exceeded retirement take rate by over 50% and reduced payroll expense by ~ $600M
Fortune 100, top five leading US airline
Client:
The challenge
The solution
The results
Total savings of $700M in first two years
Projected savings of $2.8B by 2025
Reduced pension liability by $880K
Grew program from 50 to 800+ voice agents, with >60% reduction
in contact center ops and labor costs
Expanded frequent flyer program to 92M+ members worldwide
Achieved unprecedented speed-to-proficiency and improved quality through proactive talent acquisition/training
Scaled pension and health administration through integrated recordkeeping and experience platforms
Customer Experience Solutions
The challenge
The solution
The results
Total Benefits Outsourcing across Health and Wealth
Pension Term Vested Cashouts and Freezes
RightOpt® - Digital Health Insurance Marketplace
BenefitWallet® – Health Savings Account Management
Commuter Assistance
Workforce Administration
State-of-the-art interactions center in Jamaica
- Domestic and international reservations; sales/service for
frequent flyer program; mobile app inquiries
Technology advancement and integration
Automated document management for invoicing and frequent flyer certificates
Philippines chat center to support post-pandemic demand and reduce call volume/wait times
Integrated systems and plans to enhance health, wealth, and retirement offerings while reducing costs:
The challenge
The solution
The results
COVID-19 / Post-COVID
world (2020 – now)
Need for agility to reduce costs, scale and ramp with sharp changes in demand
Modernization (2010 – 2019)
Need for infrastructure enhancement to improve efficiency, employee and customer experience
Major airline merger/acquisition (2008)
Near doubling of workforce with new bargaining population
Geographic footprint grew to 40+ countries
A large defense contractor with complex plans and disparate systems needed solutions that brought scale and savings, while actively engaging a multi-generational workforce.
Demographics
115,000 active employees
163,000 retirees
Large union population
Delivering total wellbeing outcomes
20-year partnership has resulted in growth and innovation, significant savings, and employee engagement
Fortune 100 leading defense contractor
Client:
Client stories
Learn how Conduent teams have helped other large and complex organizations like John Hancock transform their total benefits administration, delivery model, and participant experiences.
Helping an organization hit by crisis
Fortune 100,
top five leading
US airline
Comprehensive pension risk transfer solution
Pension risk
transfer
partnership
Innovative solutions for complex healthcare organization
Leading operator of hospitals and health care facilities
Tom Kelly
John Larson
Randall King
Michelle Hernandez
Implemented a complex defined benefits solution for a very large, multinational professional services network, one of the "Big Four" accounting organizations
Automated complicated pension plan provisions for a major U.S. defense contractor
Managed an American worldwide manufacturing company with many mergers and acquisitions resulting in over 175 separate pension plans through a successful implementation
Jennifer has a BA in Business Administration and Actuarial Science from Temple University.
Randall King
Randall is responsible for our commercial solutions portfolio, including Customer Experience Management, Document Management/Automation and Finance, Accounting and Procurement offerings as well as Commercial Healthcare, Human Resources, Learning, Casualty Claims Solutions and Legal, Compliance and Analytics. These are high-volume value-added services focused on helping our clients drive their operations forward with speed, quality and efficiency while improving the end user experience. In this role, he drives strategic transformation, stronger client relationships, and service excellence. He works in close collaboration with business and technology leaders to bring innovative solutions to our clients, while delivering an integrated and seamless experience to their customers.
President, Commercial Solutions
Michelle Hernandez
Michelle is the general manager for multiple lines of business which span a variety of human capital solutions including US health and welfare benefits administration; human resources outsourcing, and learning.
Prior to Conduent, Michelle has over two decades in the business process outsourcing industry, specializing in human capital solutions. She started her career at Hewitt (which later became Aon and then Alight) in the benefits outsourcing space. Over a decade there, she held a variety of positions delivering benefits administration to clients of all sizes from a little over 1,000 up to 100,000+ employees.
Vice President, General Manager, Human Capital Solutions
Michelle then went to ADP where she spent a dozen years designing, building, deploying, and supporting global payroll, HR, and time management solutions, serving multinational clients across virtually all industries and spanning over 110 countries.
She has been at Conduent since January 2021, joining the firm to turn around and grow what had been a shrinking business following the split from Xerox Business Services in 2017. Already this year, Michelle has led the team to successfully renew nearly 85% of health and welfare benefits clients this year as well as to win two new logos – the first in almost three years.
Michelle holds a BS from the University of Notre Dame. She is based in Houston, Texas.
Randall is an industry leader known for delivering business results, defining strategic solutions, and building strong partnerships. In his 30-year career, he has led large operations including contact centers, banking centers, and risk operations. Before joining Conduent, Randall served as Chief Operating Officer for Bank of America’s Consumer and Wealth Management Operations and Global Business Services organizations. He has led key functions including operational excellence, risk management, process engineering and operational resilience.
Randall earned his Bachelor of Science degree in Economics at North Carolina State University and completed the Operations Leadership Program at the University of Michigan’s Stephen M. Ross School of Business. He is also a certified Lean/Six Sigma Master Black Belt.
He possesses a wide breadth of retirement plan expertise with specific skills in the outsourcing, co-sourcing, and administrative service solutions market, where he has excelled in achieving plan sponsor and consultant objectives over this period. Kelly’s experience further incorporates institutional investment solutions expertise, within the defined benefit plan marketplace, including both liability driven investing (LDI) and cash driven investing (CDI).
Tom has Bachelor of Science Degrees in Psychology, Sociology & Anthropology from Guilford College.
He is FINRA Registered 6, 7, & 63.
Starting his career as a fiduciary investment consultant for Defined Contribution, Defined Benefit and endowments, he understands the regulatory motivation and fiduciary responsibilities that plan sponsors have in today's litigious environment. John also understands employee engagement, building and creating innovative financial wellness solutioning. He understands how to build partnerships in the benefits industry that drive outcomes for employees. John has also spent part of his career with BenefitWallet - Conduent's consumer account solution - where he drove HSA adoption and improved investment opportunities for its 750K account holders.
John holds a BA in Economics from Bucknell University and a JD from DePaul University College of Law.
Some of her recent key accomplishments include:
Matt Cronin
Matt Cronin is a Solution Architect in Conduent’s Human Capital Services Business. He is responsible for partnering with operations, implementations and IT to tailor a solution that leverages the best practices and the latest technology in order to provide participants and our client the best overall experience.
Matt has over 20 years of industry experience performing roles in client management, operations, implementation and sales working with clients across all industry verticals to identify appropriate benefit administration and technology solutions to drive process efficiencies, reduce costs and improve employee engagement.
Matt holds an MBA from Bentley University.
Solution Architect
Jim Morris
Jim provides financial leadership for Conduent’s $2 billion Commercial business partnering across our multiple solutions to drive outcomes for customers.
Jim has 25 years of financial and operating experience leading teams in a variety of industries including banking and financial services, technology, and manufacturing.
Prior to joining Conduent, Jim was Group Vice President, Finance at Travelport, a global travel technology service provider. He had finance and strategic responsibility for Technology & Operations, Product Development, and served as the corporation’s Chief Procurement Officer. Jim held previous finance and operations roles at General Electric, The Northern Trust Company and Cornelius.
Jim graduated from Boston University with a bachelor’s degree in Business Administration and Finance.
Chief Financial Officer, Commercial Solutions
Through her comprehensive business background spanning strategic and product marketing, product management, consulting, business development, and implementation – Bonnie has helped organizations of all shapes and sizes transform solutions, processes and experiences – across customers, employees, and end-users.
Bonnie has an MBA from Mercer University, Stetson School of Business and Economics.
In his 30-year career, he has led large operations including contact centers, banking centers, and IT delivery. Before joining Conduent, Jeff served as Chief Information Officer for Gateway First Bank. Prior to that he held leadership positions at several global companies, including Fannie Mae, Ally Financial, Bank of America, Fiserv, and Wachovia.
Jeff’s program management experience includes overseeing complex project portfolios of up to $400 million and leading large global teams. His Six Sigma Black Belt and Design for Six Sigma (DFSS) certifications give him a keen focus on process improvement and change management.
Jeff earned his Master of Business Administration from Wake Forest University and a Bachelor of Science in Business Administration from UNC Charlotte, Belk College of Business. He currently resides in the Greater Orlando area with his family.
Scott started with Conduent as a lead technical analyst and has supported many of Conduent’s largest and most complex clients.
- Client & Account Management
- Contracts/Renewals
- Financing/Budgeting & Forecasting
- Operational Delivery
- System Configuration
- Web Enhancements & User Experience
- Data Conversations
- New client Implementations
- Total Rewards
- Payroll & Premiums
- Carrier Files
- Print Communication & Email
Scott has a BA from West Virginia University and is a United States Coast Guard Veteran.
James has experience managing a wide variety of DB plans in the industry and has extensive experience working with mid-market clients requiring highly customized solutions, as well as large, complex defined benefit administration outsourcing clients. James has also supported Conduent’s PRT clients for the past 5 years and is the senior client delivery contact for the clients within his portfolio. He has also worked closely with several clients in his portfolio as they explore their pension de-risking initiatives.
James earned a B.A. from Sarah Lawrence College and completed his M.A and doctoral work at the University of Chicago in 18th Century English Language and Literature.
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Schwab transition
Change Management and Communications
Define business processes
Go-Live
Discovery and requirements definition
Execute
Plan & define
Initiate
Award / Contracting
Project Management
Mar
Apr
May
Jun
Aug
Sep
Jul
Transition of services
Romania
Jamaica
Philippines
Doug Morse
Alan Geron
Katie Pierce
George Wilson
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-
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Alan Geron
Alan is the Conduent Client Service Manager responsible for RTX and Pactiv Evergreen DB Administration, with overall accountability for DB operations and SLA attainment. Alan has 29 years of industry experience focused on defined benefits and health and welfare outsourcing.
Alan has previously served several major clients in a Client Management capacity, focused on DB and HW outsourcing operations.
Alan holds a Bachelor’s degree from Michigan State University and a Master’s degree from Syracuse University.
Kim takes pride in placing importance on building strong relationships with all team members and works to create respectful environment where associates are motivated to achieve success and team partnership.
Education
B.A. Mathematics/Stonehill College
Defined Benefits Client Service Manager
Doug Morse
Doug Morse is a Product Specialist for Conduent with over 20 years of employee benefits administration experience. Doug has been a part of the Conduent team for over 11 years. His primary area of expertise is in Spending Account benefit administration (e.g., Flexible Spending Accounts, Health Reimbursement Accounts, Commuter Benefits, and Health Savings Accounts). Doug has deep experience in operations, product management, implementation, vendor management, release management, and project management. Doug is a member of the BenefitWallet team within Conduent and is a key support figure responsible for critical implementation and migration projects.
Product Specialist
Tara Julian
Tara Julian is a Senior Benefit Analyst within the Defined Contribution 401(k) discipline as well as a Relationship Manager within the Benefit Wallet discipline of Conduent Human Capital Solutions. She has 16 years of experience in the Defined Contribution sector. She is responsible for ensuring that accurate and timely day to day processing is completed to provide outstanding service to our clients.
Part of Tara’s responsibilities include maintaining strong relationships both internally and externally with the client and different organizational groups to troubleshoot and resolve issues. She is experienced in the following areas:
- Performing data analysis
- Participating and assisting with data cleanup processes
- Stale checks
- Death processing / beneficiary transfers
- Strong communication with management and clients
- Recommending enhancements to the existing processes
- Administrative processing related to distributions and loans
- Audit report processing
- Quarterly participant statement production
- Responding to queries to resolve/escalate issues
Tara Julian holds a BSBA in Economics from Robert Morris University.
Senior Benefit Analyst, Defined Contribution Relationship Manager,
BenefitWallet Administration
Katie Pierce
Katie Pierce is a Client Service Manager in the Human Capital Solutions organization at Conduent. Katie is responsible for coordinating with all groups under the client umbrella to ensure the seamless delivery of all tasks for her assigned clients. This includes all aspects of Benefits Administration, including system configuration/eligibility, payroll, premiums, carrier files, total rewards, administrative processes, communications, employee service center, and savings/spending accounts. Additionally, Katie will partner with the Client Group Manager on escalations where senior management involvement is necessary. Katie is a highly qualified professional with 20+ years of experience in Benefits Administration. She has strengths in project management, with a proven ability to keep things in order and people on task.
Katie has been with Conduent (previously Xerox) for 12 years. In her tenure with Conduent, she has been an implementation project manager working on the implementations of new client business, an open enrollment project manager focusing on open enrollment tasks large clients, and in recent years has been the Client Service Manager for two mid-size clients. Before joining Conduent, Katie spent ten years at Lincoln Financial as an Implementation team project manager for Defined Contribution and Defined Benefits plans.
Katie holds a B.A. from Lake Forest College in Lake Forest, Il.
Health & Welfare Client Service Manager
Ability to personalize offerings
Consolidate benefits data and communications
More health choices
Focus on wellness
Reduce costs and risks
Multiple pension systems (8+)
Expensive health plans
Need to de-risk pension plans
Life@Work® Engagement Platform to combine health, HSA, pension data and financial planning
Advisory Consulting & Compliance
Value-added Services such as Voluntary Benefits, Total Value Statements, Dependent Certifications, Spousal portal
HSA account holders by 64% (to 76K+)
Average HSA balance by 450%+ (to $4.3K+)
Assets by 800%+ (from $36M to $327M+)
Maintained high employee satisfaction scores of 9.7 out of 10
Single view, Total Value Statement across health and wealth
Reduced costs across health and wealth:
Significantly improved HSA performance over 5 years, increasing:
Transformed employee experience:
More than doubled online retirement interactions to 24%
In response to the financial fallout of the COVID-19 pandemic, a large airline offered a Voluntary Early Retirement Program that targeted high take rates and savings projections.
Conduent needed to increase staffing and build the operational infrastructure to support the volume increase and faster turnaround times.
Customized a technology procedure using Conduent’s powerful tools to process the intents en-masse enabling a daily, streamlined retirement process
Tailored the mailing fulfillment process ensuring employees received documentation timely
Enabled the Call Center to handle all inquiries through training and updated knowledge tools
Informed the client using enhanced reporting to provide daily metrics on every aspect of the process
Client exceeded take rate goal by over 50% and expanded program
15.5K employees accepted the Voluntary Early Retirement
Package; ~8K in the initial wave
Conduent projects huge savings for the client
~$600M reduction in payroll expense
Conduent operated flawlessly — even with volume
Projections were sent out in less than 2 weeks
Due to the partnership with the client and Conduent’s agility, the client exceeded their goals.
Success fueled an expanded
program to employee groups
for additional waves
Intent Packages were created and distributed within 24 hours of receiving the election
Contact Center was successful in answering most questions on the first call and creating
very few cases requiring research
An insurance provider with a large book of pension risk transfer clients looked to Conduent to enable growth by providing end to end pension administration expertise.
The client was focused on:
Leveraging Conduent’s scale and experience to support client’s rapid growth
Supporting annuitant growth numbers and achieve higher profitability margins
Delivering “best-in-class” administration and integrated annuitant engagement tools
Conduent migrated the client’s annuitants to Conduent’s powerful and flexible technology and service model which enables the insurance provider to focus on growth, while Conduent provides annuitants a positive experience.
The client was focused on:
Conduent Pension Administration Suite that combines mid-to-large plan recordkeeping platform with case management, document management, dashboarding and reporting
Life@Work® Experience Platform allows annuitants to access information from any device, interact with Conduent from multiple channels (e.g., email, text, chat), and easily upload forms
Online Retirement Modeling
Concierge/White Glove Services with one-on-one guidance throughout the entire retirement and survivor process
Conduent was able to support the client’s growth and support annuitant experience with our platforms.
Enabled client to focus on growth
Migrated 270k annuitants and 26 clients to Conduent over 5 years
Implemented new clients — each in less than 60 days — enabling the insurance provider to increase margins
Improved annuitant experience
Clients experiencing online retirements at an upwards of 70%+
96%+ of annuitants gave the Concierge contact center team a rating of “Satisfied” or “Very Satisfied”
New clients report that:
onboarding has been very positive
annuitants have found information to be easily accessible and customer service to be very responsive
John Larson
VP, Human Capital Solutions
What will become clear in our response is that Conduent is different from our competitors. We are a technology-led business services company, focusing on digital interactions powered by intelligent automation and analytics.
We look forward to partnering on this journey with you, for many years to come.
Thank you for your existing business, your long-standing partnership, and for the opportunity to expand the scope of services between BNY Mellon and Conduent. As you transform and integrate your benefits programs, we will leverage our understanding of your business in pursuit of more streamlined processes and services and improved employee experiences.
Our expertise in providing comprehensive health, defined benefits, and consumer-directed account administration to enterprises, including Fortune 100 organizations, demonstrates the exceptional commitment and service you can expect from our expanded relationship.
Although these are uncertain times, there
is no uncertainty when it comes to our partnership. It is strong, time-tested, and poised for the future. You have my personal commitment that Conduent will continue to operate as an extension of your team and support BNY Mellon in your mission to
provide your stakeholders with exceptional experiences and service.
India
Guatemala
Cary, NC
Outbound communications services exclusively for the healthcare industry
Conduent in United States
10.69 Million, 182,619 in Cary
State & city population
95.3 Billion (Raleigh/Cary)
GDP
Access to Research
Triangle Park
10+ Colleges & Universities within 50 mile radius
Abundant HR & Benefit talent
Labor pool
Stable representative democratic republic
Government type
Temperate climate
Growing US region
Why Cary
PCI/HIPPA/COPC compliance, Lean Six Sigma, ISO:27001
CCTV & 24/7 Security Guards, Proximity Card System, Clean Desktop Policy, Central UPS, Back Up Generators, Secure Firewalls, Redundant MPLS circuits/Internet/Dark Fiber
Infrastructure
144%
Voluntary Attrition
Pharmaceuticals, Finance, Security, Aerospace & Defense, Energy, Healthcare
Top Clients
Human Capital Solutions
Customer Experience Management
Types of services delivered
Hybrid work model
Work From Home experience
Managers 7-10 years
Leaders 3-5 years
Representatives 2-3 years
Leadership team tenure
United States - Cary, NC
and Conduent
Dissatisfied with previous health administrator’s ability to manage participant interactions and deliver a solution unique to its complexity
Create a tailored service center framework that preserves client’s brand and value and provides a nurturing and empathetic participant experience
Life@Work® Experience Platform for self-service from any device or channel
Data Calc Automation
Dedicated service center providing support across channels: voice, chat, virtual assistant
Highly satisfied client for 10+ years
Reported in recent satisfaction survey that Conduent reduces their workload
Renewed contract for 3 additional years - 2 years prior to original contract end date
Maintained 90%+ associate satisfaction
Supported 100+ acquisitions seamlessly
Process standards assured all acquired employees had timely access to benefits
Stay one
step ahead
Oct
Nov
Call Center
DB System Build
Data Interfaces
Operations and Service
Feb
Develop work flows/case types
Employer admin training
Transition to account management
Translate requirements
Developement
Testing
Production ready
Production data interfaces
Define business processes (new enrollees, survivors, exceptions, etc)
Develop work flows/ case types
Employer admin training
Transition to account management
DB System Build
HW Data Interfaces
Translate requirements
Discovery and requirements definition
Development
Testing
Production ready
Production data interfaces
DB Data Interfaces
Build
Testing (UAT / CAT)
Call center
Call Center – Knowledge base, Tools, Training, Operational Readiness
Award/Contracting
Project Management
March
2024
May - Jun
Jul - Aug
Sep - Oct
2025
Jan 2024
Project Kickoff
System Go-Live
Kick-off Mtg, Project Charter, Status Meetings, Weekly Meetings, Change Management, Overall Management – All Deliverables
Translate requirements
Discovery and Requirements Definition
System live
Production move
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Automated, personalized benefits interactions that optimize administration and engage participants.
Health and Wellness
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Consumer-directed health account services to drive a positive return, while enhancing participant utilization of health dollars.
BenefitWallet
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Learn more at conduent.com
Learn about Changes in Health
and Wellness Administration
Our extensive HR and Benefits outsourcing expertise automates employer benefit processes, enables informed participant decisions and efficiently supports eligibility and enrollment activities.
Health and Wellness Administration
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Learn more at mybenefitwallet.com
Our BenefitWallet digital platform offers a consistent engagement experience and drives participant outcomes across delivery channels.
BenefitWallet
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HR Cloud Transformation
by NelsonHall
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Multi-Process HRO
by Everest
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Next-Generation Benefits Administration
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by NelsonHall
Leader in HR services
Scale and experience
10M+
global employees, participants and retirees supported
60M+
employee and participant
interactions annually
40+
years of experience in
delivering benefits solutions
80+
countries supported by
global HR delivery model
Supporting clients to solve complexity across:
Data
Conduent’s differentiated services and solutions improve experiences for millions of people every day, with a 40% average efficiency increase in HR operations
Cost reduction
Delivering reduced costs and improving employee health and financial wellness for a Fortune 100 defense contractor with a $2.8B projected total health savings by 2025
Accuracy
Optimized premium reporting for a large hospital operator automating financial allocations across thousands of reporting groups
Arjun Sandu
Adebola Jacobs
Adebola Jacobs
Abdebola Jacobs, is an analytical and collaborative leader; with a track record of establishing project schedules, administering budgets, assigning tasks/deadlines, and clearing roadblocks, while maintaining optimal QA of all project deliverables.
With 12+ years as a collaborative Project Manager, her background includes steering change within organization, fostering close collaborations and partnerships with various teams, key stakeholders, and executive management to realize strategic business and organizational goals.
Senior Project Manager, Project Management Office, Commercial Services
Arjun Sandu
Arjun Sandhu serves as BenefitWallet’s Solution Leader, responsible for the P&L, overall strategy, product, new business & client management efforts for the consumer health accounts portfolio, including HSAs, FSAs, Commuter, COBRA.
During his tenure, he has helped improve the overall value proposition for the BenefitWallet offering by reshaping the product roadmap to drive transformational change; introducing client scorecards with key KPIs & QBRs that increased client interactions; and by optimizing the service delivery model that has yielded substantial improvement in customer satisfaction. He also hired and managed a business development team to drive logo revenues from brokers and health plans.
Arjun has 25+ years of experience in driving innovation & profitable revenue within high-growth healthcare payments, banking and employee benefits industries. Prior to joining Conduent, Arjun served as Optum’s HSA business leader, where he led the organization's product development vision. He was the architect of their HSA modernization effort and co-developed a proprietary consumer segmentation strategy that leveraged sophisticated analytics to engage consumers based on their life-stage and healthcare utilization.
Arjun is a passionate advocate for Health Savings Accounts and is an active board member of the ABA HSA Council & ECFC.
Arjun holds an MBA from the Henry B. Tippie School of Management at the University of Iowa.
BenefitWallet Solution Leader
George Wilson
George has been in his current role for his entire tenure at Conduent, over 25 years. Prior to coming to Conduent, George worked as in Project Director and Service Delivery roles for firms such as Willis Towers Watson, Xerox, ExcellerateHRO and Towers Perrin. George holds a BA in Economics and Business from Lafayette College and a MS in Computer Science from New Jersey Institute of Technology.
Health & Welfare Implementation Leader
In her current role, she has demonstrated success in analyzing operational and project management processes for establishing and recommending strategic improvement initiatives to meet clientele demands and elevate satisfaction. History of steering change within organization, fostering close collaborations and partnerships with various teams, key stakeholders, and executive management to realize strategic business and organizational goals.
Adebola has an Executive MBA in Business Administration, Keller Graduate School of Management.
Build processes and structure to support client’s aggressive acquisition strategy
Gain access to products and technology that support values of “improving the quality of life” of its associates
Customized Acquisition Processes to facilitate timely access to benefits for newly acquired employees
Client-delivered culture and values training
Specialized procedures alert leaders of participant mental health red flags
Improved health administration, tailored to client’s complexity
Automated specialized ACA eligibility and work history data
Optimized premium reports supporting financial allocations across thousands of reporting groups
Organized 100k+ records to support timely data requests, minimizing financial risk
Automated work history data changes to enable participants to transact life events
Conduent
Talent and Culture
Home
Future-Ready HR
Benefit well
Exceeded Voluntary Early Retirement program take rate by over 50%
Tara Julian
Command Center
View
Chesapeake
View
Centralized, 24/7 monitoring for optimal delivery and stability
Participant experience center for benefits inquiries, support,
and advocacy
Monday – Friday 13 hour shifts;
Weekends – 9 hour shifts (pre-pandemic)
Supports Defined Benefits, Health and Welfare, Strategic HRO, and Open Enrollment
Calls, Contact Us, Click to Chat
Services Provided
107,000 square foot facility; launched in 1999
Began support in 2013 as overflow center
34 dedicated representatives with ramps during
open enrollment
Team member experience: CSRs (4-5 years),
Management (10+ years)
Representatives receive 4-6 weeks of training
Facility and Staff
Chesapeake, Virginia
Learn more about our innovative command center in Sandy, UT
John Larson
Vice President and Portfolio Leader,
Total Benefits Solutions
I speak on behalf of the entire Conduent team in showing our appreciation for the opportunity to deliver a solution for John Hancock’s Total Benefits Administration needs. We look forward to working with your team to meet both your short-term and long-term objectives while delivering best-in-class participant experiences.
The right partner
Discovery and
Requirements Definition
Discovery and Requirements Definition
Define Business Processes (New Hires, Terms,
Payroll Recon, Exceptions, Etc)
Define Business Processes (New Hires,
Terms, Payroll, Trades, Etc)
Develop work flows / case types
Employer Admin Training
Transition to Account Management
Develop workflows / process calendars
End to End Testing with Ongoing Team
Employer
Admin Training
Discovery and
Requirements Definition
MEDIUM / HIGH – Requirements Analysis, Data Mapping Discovery, Communications/Brand Discovery
MEDIUM / LOW – Conduent Configuration, Data Conversion Testing
MEDIUM – System, Interfaces Testing
HIGH – Client Acceptance
LOW – Operations Go - Live
Translate Requirements
Translate Requirements
Build
Production Move
Testing (UAT / CAT)
Production
Move
System Live
Translate
Requirements
Build
Production Move
Testing (UAT / CAT)
System
Live
Development
Testing
Production
Ready
Production
Data Interfaces
Translate Requirements
Development
Testing
Production
Data Interfaces
Production Ready
John Hancock Involvement HW Implementation
John Hancock Involvement DB Implementation
HW Operations and Service
DB Operations and Service
HW System Build
January
February
March
April
May
June
July
August
September
October
November
December
January
MEDIUM / HIGH – Requirements Analysis, Data Mapping Discovery, Communications / Brand Discovery
MEDIUM / LOW – Conduent Configuration, Data Conversion Testing
MEDIUM – System, Interfaces Testing
HIGH – Client Acceptance Testing
LOW – Operations
Go - Live
In our response it will become clear that Conduent is different from our competitors. We are a technology-led business services company, focusing on digital interactions powered by intelligent automation and analytics.
We continue to invest in the participant experience and are excited to bring our solutions to John Hancock and offer a people-first journey powered by our next-generation digital and recordkeeping technology.
®
