1. Ivy Plus Group Benchmarking
Appendix B
Ivy Plus Group Benchmarking
Benefits Department Staffing
August 21, 2009

2. NYU
Cornell
Brown
Dartmouth
Columbia
Total Staffing
16,000+
13,577
5,266
16,000
Benefits Eligible EE’s
9259
19,369
3800
4125
Retirees with Benefits
1500
4,398
100
872
2,000
Total Serviced
10,759
14,767
3900
4997
18,000
Annual service contacts
45,498
27,611
17,500
Not Tracked
24,500
Customer Service Staffing 5
Included in below 9
All other benefits staffing 8 17 7 13
All Staffing to client ratio
1:828
1:671
1:300
1:714
1:857
Customer service to client ratio
1:2152
1:2953
1:780
1:2000

3. NYU
MIT
Hopkins
Yale
Total Staffing
16,000+
14,109
13,000
Benefits Eligible EE’s
9259
10,561
13,926
11,500
Retirees with Benefits
1500
5683
2,900
Total Serviced
10,759
16,244
14,400
Annual service contacts
45,498
17,425
unknown
34,800
Customer Service Staffing 5
4 for Calls; 4 for transactions
19.6
Outsourced; 8 in-house
All other benefits staffing 8 14
11.4 12
All Staffing to client ratio
1:828
1:738
1:464
1:720
Customer service to client ratio
1:2152
1:2030
1:710
1:1800

4. NYU Harvard U of Chicago Stanford U Penn Total Staffing 16,000+ 51,773
14,300
20,000
Benefits Eligible EE’s
9259
17,283
9012
13,700
15,000
Retirees with Benefits
1500
4,347
1300
4000
2,000
Total Serviced
10,759
22,170
10,312
17,700
17,000
Annual service contacts
45,498
34,204
6211
28,000 for Health& Welfare: unknown on retirement plans
24,780 (19,000 at ADP)
Customer Service Staffing 5 12 4
Outsourced; 4 in-house
Outsourced
All other benefits staffing 8 21 10 14 22
All Staffing to client ratio
1:828
1:672
1:737
1:983
1:773
Customer service to client ratio
1:2152
1:1848
1:2578
1:4425
1:2000