Smooth Transitions

When a procurement process in the City of Phoenix resulted in the selection of a new third-party administrator (TPA) to manage the city’s workers’ compensation claims, the transition process was a major undertaking. The city had never before transferred claims to another vendor, and so the staff was uncertain as to what to expect. They had several concerns: Would the transition go smoothly? Would the city lose valuable data and end up costing the taxpayers money? How would city employees view the move?