Every October, your company has an “open enrollment” period during which employees select their health and dental plans for the next calendar year. Once the open-enrollment period ends, no coverage changes can be made. Last year, for the first time, plan information and enrollment were handled only online. Things seemed to go well, but by March you had received over 100 requests from employees asking to change plans because their family physicians and dentists were covered in a higher-cost plan than the one in which they had enrolled. Each person cited the fact that similar plan names and difficulty in scrolling through page after page of provider lists were the problem. It took some effort, but you were able to negotiate a one-time exception to the “no change” policy. Each person must complete, sign, and return a change request form by May