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Executive Summary
Research Snapshot
The Trends in Benefits Web Technology report provides a synopsis of key themes in employee
benefits web technology culled from two Prudential market studies. The key themes identified
in this report provide valuable insight into the evolving landscape of benefits servicing and
administration. This research is designed to assist plan sponsors, brokers/consultants,
third-party administrators, and other key stakeholders in developing their business plans with
an eye toward the future.
Key Areas of Interest
The Trends in Benefits Web Technology study provides specific insight into these critical
themes:
- Benefits Web Technology Has Arrived
Many plan sponsors use web tools on a daily or weekly basis in managing their
benefits programs, including group life and disability. The most common
functionalities available today are "brochureware," claims, and statement
of health status inquiry and reporting. For many plan sponsors, web technology
is a critical component of their larger business and employee benefits strategies.
- Fulfill the Promise—Benefits Web Technology Performs Well, but Falls Short of Plan Sponsor Objectives and Expectations
Plan sponsors expect web technology to help them manage benefits plans more efficiently
and effectively almost immediately upon implementation. Thus far, most employers still
believe that the Internet is an essential service channel going forward, but that web
tools are not fully delivering on their corporate objectives for cost savings, improved quality, and efficiency.
- Go Back to Basics—Ease of Navigation and Basic Functionality Drive User Experience
Making benefits web tools as intuitive and easy to navigate as possible can help ease the transition and
mitigate plan sponsors' and participants' natural reluctance to use new web technology.
Also, offering functionality that performs at least as well as—and preferably better than—off-line alternatives is key to driving utilization and user satisfaction.
- Demonstrate the Value—Removing Hurdles to Increased Utilization of Benefits May Lead to Higher Plan Sponsor Satisfaction
Plan sponsors who are the most frequent users and who use the broadest range of online
functionality are the most satisfied with the performance of web tools. These
"power users" have integrated the online systems into their daily routine. Therefore,
navigation and ease of use are non-issues for them. Providing plan sponsors with
the necessary initial training and ongoing tech support to facilitate increased
utilization will result in improved comfort and satisfaction.
- The Future Looks Bright—Use of Benefits Web Technology Will Continue to Grow Over the Next Five Years
Use of web tools to support plan sponsors and for employee self-service is expected to increase through 2010, primarily
for transactional functionality such as billing, enrollment, and claims submission. This trend is true among companies of
all size categories, but particularly for smaller and mid-size firms, where adoption of web technology has lagged behind
that of larger firms in the past decade.
Recommendations
Use this report to:
- Develop your business plan with an eye toward the future;
- Compare how other companies and industries are responding to the top technology issues on the horizon; and
- Balance costs using technology in response to changing workforce needs and business priorities.
Read the report 
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Did you know?
Prudential is the second largest
carrier of group life insurance and
a leading group disability carrier.
Source: LIMRA, U.S. Group Life Sales & In Force 2007 Annual Results Report
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