A relationship with a record keeper can be a lot like a marriage. There is a “courtship,” usually during a request for proposal or RFP, when the two parties get to know each other. Then the relationship is sealed with the “ring” — in this case, an executed service agreement. During the relationship, there may be times when things are working very well, such as when there are no delays or glitches. There may be times when things are not working so well, such as when requested changes are not implemented on time or participants are complaining. During times of turnover or organizational change, different people will enter and exit the relationship, adding their own complexities.

Also see: “Top EBA stories of 2016: Boeing, Zenefits and Trump.”

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