© 2010 adp, inc. participant education and client training lee figueroa betsy middleton rhonda...
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© 2010 ADP, Inc.
Participant Education and Client TrainingLee FigueroaBetsy MiddletonRhonda IglesiasGeorge ChazulleMay 2011
Participant Education and Client TrainingLee FigueroaBetsy MiddletonRhonda IglesiasGeorge ChazulleMay 2011
IntroductionIntroduction
► Rhonda Iglesias – Client Training (Louisville)
► George Chazulle – Participant Education (Salem)
► Betsy Middleton – Participant Education (Virtual)
► Lee Figueroa – Participant Education (Florham Park) Marketing, Education and Communications Consultant
Organizational AlignmentOrganizational Alignment
What do we provide?What do we provide?
Participant and Plan Sponsor
Education
Enrollment & On-going Education
Initial Enrollment On-going Participant Education
Financial Advisor Relationships Scheduling Clients for Training
Client Training Instructor-led Classes
Material Design Quick Coach Modules
Instructional Design
Participant Education – who we areParticipant Education – who we are
Jim Anderson - Vice PresidentParticipant & Plan Sponsor Education
Betsy Middleton Director – Education West Joe Nepomuceno Manager – Education North
Tito Marquez SP
Education SpecialistNo. CA
Paul AmerlingEducation SpecialistCO, WY, KS, West MO
Deborah HolmbergEducation SpecialistWA, OR, MT, AK, HI
George Chazulle SP
Education SpecialistME, MA, NH
Jessica MundellEducation SpecialistKY, OH
David BlumerichEducation SpecialistIL, WI, IN
Paul Ordonez SP
Education SpecialistSo. CA, So. NV
Dante CalpoturaEducation SpecialistNo. CA, No. NV
Oscar Rodriguez SP
Education SpecialistSo. CA
Sarah SmithEducation SpecialistVT, NH, CT
Lynn Krauss-PrinceEducation SpecialistNY, OH, PA
Tracy WhiteEducation SpecialistIN, MI, OH
Wendy EdwardsEducation SpecialistSo. CA
Eric Ure SP
Education SpecialistAZ, NM, UT
Corey PurkatEducation SpecialistMN, WI, ND, SD, IA, NE, East MO
Dounia SafiEducation SpecialistMD, PA, VA, WV, DC
John Astras Manager – Education East René Shaw Manager – Education Internal and Texas
William HallmanEducation SpecialistNC, SC, So VA, TN
Rich MontgomeryEducation SpecialistNo. FL
Brian Graff SP
Education SpecialistSo. FL
Sharyn HylaEducation SpecialistOK, No. TX, AR
Diego Carbajal SP
Education SpecialistSo. TX
Vicky ThorsonInternal Education Specialist
Shalethia PattonEducation SpecialistAL, GA, MS, LA
Joe BlumenauerEducation SpecialistNY, NJ
Angela Nieves SP
Education SpecialistCT, NJ, NY
Monique MaherInternal Education Specialist
Heather HigginsInternal Education Specialist
Katherine BrayInternal Education Specialist
Jim BrambillaEducation SpecialistDE, NJ, NY, PA
Lynne LetendreInternal Education Specialist
Meredith FioritaInternal Education Specialist
Jackie RudjordInternal Education Specialist
(SP) Spanish Bi-Lingual
Frank Mungiello – DVP/GMEmployer Services – SBS Rettirement Services
Participant Education – our purposeParticipant Education – our purpose
► Goal: maintain or improve the health of a client’s 401(k) plan
participation rates client retentionparticipant savings rates client satisfactiondiversified plan assets ADP revenue
► Focus: provide answers to questions EE’s ask about their 401(k)
▪ Why Should I Join?...How do I enroll?
▪ How Much Can I Save?
▪ How Can I Invest?
▪ How Does My Plan Work?
▪ Will this Be Enough for My Retirement?
Participant Education - why we do itParticipant Education - why we do it
32%
15%
12%
12%
10%
9%
6%4%
Increase Participation
Increase Appreciation
Retirement planning
Improve Asset Allocation
Introduce Plan Changes
Increase Defferals
Reduce Fiduciary Liability
other
PSCA 53rd Annual Survey (2010): 931 plans, 8.6MM participants, $628B plan assets
Primary purpose of providing plan education
Participant Education - how we do itParticipant Education - how we do it
► Provide financial education that can last a lifetime▪ motivate ee’s to enroll▪ encourage them to save▪ teach investment concepts▪ help prepare for retirement
► Offer workshops▪ instructor led▪ on-site or webinar▪ < 10 ee’s▪ 5000 + ee’s▪ coast - coast
Why should I join?How much can I save?
How can I invest my savings?
How does my plan work?
Will all this be enough?
Participant Education – who we seeParticipant Education – who we see
► Plan Sponsors and Participants▪ new clients
▪ transfer 401(k) plan from other recordkeepers ▪ start-up new plans▪ post-conversion▪ conduct participant on-boarding (enrollment)
▪ existing clients▪ provide consultation to plan administrator
▪ on-going education needs, education campaign design and delivery
▪ conduct live workshops▪ on-site or virtual (webinar + phone)
► Financial Advisors▪ key business partners
▪ generate approximately 70% of our new plans▪ support education and communication needs for their clients
Participant Education – by the numbersParticipant Education – by the numbers
► Marketplace
▪ Small Market: < 1000 participants▪ Mid Market: 1000 – 5000 participants▪ Large Market: 5000 +
► FY’11 (July 2010– March 2011)
▪ On-Going Education Meetings:▪ conducted 2,211 meetings ▪ 1,324 different clients
▪ Additional revenue generated from these meetings by market:▪ $329,340 Small Market▪ $ 63,384 Mid Market▪ $153,240 Large Market▪ $545,964 All Markets
SM MM LM
Participant Education – part of a teamParticipant Education – part of a team
Schedule and conduct enrollment meetings for your employees, collect
enrollment forms and coordinate your plan sponsor training
Education SpecialistSchedules and conducts enrollment meetings for your employees and
coordinates your plan sponsor training
Our Experienced Instructors, Rhonda, Kathleen, and John…
Kathleen Cassie
30 + gratifying years with ADP working in payroll, implementation and most rewarding, client training.
If I am not on the golf course, I am spending time with my grandchildren, Matthew and Rachel. They fill my life with joy and laughter.
Rhonda Iglesias
With ADP for 11 years, loves her job training and working with our diversity and kids programs.
Enjoys family time, loves to sing, has a great sense of humor, has twin girls, a new grand baby, and won a car at age 19.
John DelBuono
With ADP Retirement Services over 13 years in various positions in the operations group and Client Training. Love working with clients and strives to make a difference in their experience with ADP.
Enjoys spending time with his family and playing music.
Meeting our GoalsMeeting our Goals
The People behind the Business
Our Clients and the training experience
Learning Forum Curriculum - bring it all together
Providing value to our products and services!
Over 4000 people have come to an instructor-led class in FY11 Over 5700 views of Quick Coach videos in FY11
Pro-active calls, collaboration with other teams, survey follow-up, quick coach classes, tool development and registration, and so much more……
4 classes in the Curriculum Added 2 compliance classes for mid/large marketAdding 5 new quick coach classes around enhancements
Curriculum of Instructor-led classes and do-it-yourself training, timely
Learning “opportunities”for Plan Administrators
-- building your library of knowledge --
Instructor-led classes
• 401(k) Launch Getting started (New & Conversions)
• Plan Administrator Overview New Plan Administrators
• Plan Sponsor Web Navigation Plan and Participant level data
• Periodic Compliance Interim compliance test results
• Year-end Summit Correcting final test results
Online Quick Coach Videos
• Plan Resource Center Enhancements
• Using the Plan Resource Center
• Compliance
• 5500 Reporting
• Custom on demand reporting
www.mykplan.com/sponsorLearning & Resources tab
Launch• Autopay, Easypay, Web Direct• For new and conversion plans• Objective: Help get the plan started, responsibilities and processes
• Taken prior to start month
Plan Administrator Overview• Only one version • For new Plan Administrators• Objective: Provide an overview to plan administration
• First Engagement contacts new PAs
Web Navigation• Only one version• For any client• Objective: Provide overview of tools, resources, and reporting on the PRC
• Should be taken 3 weeks after plan or new PA starts
Small Market
Retirement Plans & Payroll Transmission• ADP Payroll, Non-ADP Payroll• For new or conversion clients and new Plan Administrators
• Objective: Review of Roles and Responsibilities and payroll data exchange
• Taken between the 1st – 22nd prior to start month
Web Navigation & On-going Maintenance• One version• For any client• Objective: Provide overview of tools, resources, and reporting on the PRC
• Should be taken 3 weeks after plan or new PA starts
Mid/Large Market
Periodic Compliance • Only one version• For any client• Objective: Learn more about periodic compliance package and corrective action
• Taken prior to first periodic test is posted
Year End Compliance Summit• Only one version• For any client• Objective : Guide client through year end report review and data revision
• Taken prior to first Year -End activity
Both Markets
Found on the Plan Resource Center
Easy to use
Coaching in 10 mins
Promotes Just in Time Training
Variety of topics
Curriculum Quick Coach
Our Clients and the training experience
W..I..I..F..M? Learn the basic concepts of your 401(k) plan and general instructions regarding payroll.
Gain the insight to make your 401(k) benefit a success.
Best practices to keep your plan in conformance.
Virtual classroom using screen-sharing
technology
Learn important operating guidelines around recordkeeping
Share and exchange information with other attendees and pose your questions.
Maximize the return on client training personally and professionally
Valuable to the Clients' business, their employees, and ADPSatisfied clients, long lasting relationships, improves bottom line
Experienced professionals working together to drive our clients to training.
The People behind the Business
INDIA
EducationSpecialist
Client Services
Develop and update training spreadsheetsPrepare monthly statisticsSend reminder emails and tend to the client training mailboxInvites new clients to the PA Overview class (First Engagement)
Discuss available training datesRegister clients for training classComplete follow-up for non-attendance
Introduce the training concept and the Education Specialist Answer outstanding questions from training
Encourage and set the right expectations
ImplementationManager
Encourage client to attend all classes in curriculumRegister clients for training classIdentify and register new Plan Administrators for training
Education Specialist
Learning Specialist
&
YOU
Thank you
Bringing the pieces together for our clients
Thank you
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