2006 Open Enrollment Survey Findings

Northwestern University Staff Advisory Council (NUSAC)
2006 Open Enrollment Survey Findings
Executive Summary

Background
During March 2007, the Northwestern University Staff Advisory Council (NUSAC)
conducted an online survey to all staff and faculty to find out about their experiences
during the fall 2006 open enrollment period. The University made major changes to
many of the health benefits plans and for the first time, enrollment would occur online
rather than on paper. NUSAC conducted this survey in order to share this feedback about
the open enrollment process with the Administration.

Findings
931 employees completed the survey (80% staff and 20% faculty). Given the low
response rate (12%), NUSAC cannot say that this sample represents all staff and faculty,
but the results do point to trends. Highlights include:

• Results suggest that employees prefer to receive information electronically rather
than through campus meetings.
• The amount of Open Enrollment information received was slightly more than
many people preferred.
• On average, those seeking assistance rated HR/Benefits in the average to good
range for timeliness of response, accuracy and politeness.
• About two-thirds of survey-takers changed their health care benefits in some
fashion in 2007. Most respondents changed coverage tiers. Almost a quarter of
employees believe that, as a result, overall cost will be higher, while 12% said
that overall cost will be lower.
• Over half of survey-takers did not change their health care plan. The main reasons
for changing included their HMO/PPO not offered in 2007, wanting to keep/gain
access to preferred physicians/hospitals, and wanting to pay less for coverage.
• The majority of people who waived coverage did so because they had better
coverage through a partner or spouse or because coverage was too costly.
• The most important factors noted by the majority of survey-takers were keeping
or gaining access to preferred physicians/hospitals and overall affordability.
• Those responding to the survey were most interested in having complete benefits
cost information communicated before the Open Enrollment period begins and
more in-person assistance and advice.
• The majority of survey-takers enrolled during work time, usually using a
computer in the workplace. However, about 41% enrolled in their off hours, and
30% of respondents did not use a computer in the workplace or a University lab.
• In general, survey-takers gave the Open Enrollment web pages high marks for
availability, navigation/searchability, clarity, completeness and accuracy.
• Toolkits on the web pages were often not used by respondents. But, when they
were, they were generally found to be helpful.
• For the majority of people, dependents and beneficiaries were accurately listed in
their online benefits profile; they were listed inaccurately for about 11% of
respondents.
• Almost 93% of respondents received a summary of their Open Enrollment
selections by mail, but about 8% of those people received summaries with
inaccurate information. Slightly less than 8% did not receive a summary at all.
• Those who took the survey had the opportunity to comment on any aspect of
Open Enrollment. 474 people entered comments in their own words into a freeform
field.

Recommendations
Based on these findings, NUSAC recommends that HR/Benefits focus on the following
three areas for the next open enrollment period:
1. Communicate complete benefits cost information before Open Enrollment begins (at
least one month prior).
2. Re-evaluate the practice of direct home mailings: many people found them not to be
useful, and some felt they were insulting or misleading.
3. Improve customer service in HR/Benefits, including providing a quicker, more
professional, and more informed response.

In addition, 2006’s Open Enrollment process was a complex undertaking, and NUSAC
wanted to commend HR/Benefits on their hard work. Three areas were frequently
mentioned by respondents and deserve to be noted:
1. Overall, most people preferred the online process; in particular, the web pages were
generally praised.
2. Overall, most thought the online enrollment process went well, especially given the
challenges, major changes, and complexities of the process.
3. HR/Benefits’ communication to staff/faculty about the upcoming changes was good.

To view full open enrollment survey report (14 pages), please CLICK HERE.

To view the breakdown of survey responses (12 pages) please CLICK HERE.

To view staff and faculty comments (52 pages), please CLICK HERE.