© 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