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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?

Today, with the integration behind them — it was completed in July 2009 — Phoenix has a fresh perspective on how even large, complex workers’ comp programs can successfully move from one TPA to another.

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