Okaloosa County BOCC — September 16, 2014 — PennCredit Proposal — reading text

Fellow ° Alltrainers are ACA Certified Trainers ¢ All Division Managers are ACA Certified Trainers; all training is reinforced by the management team on a daily basis It is Penn Credit’s goal that all collectors attend ACA Certification classes to become ACA certified within 8 months of hire. ACA certification includes extensive training in FDCPA and professional telephone techniques. Okaloosa County EMS RFP # EMS 63-14 Page - 19 CONFIDENTIAL Service ¢ Integrity * Results EXPERIENCE AND REFERENCES Experience with EMS/Ambulance Transport Collections: © City of Boca Raton, FL © City of Kissimmee, FL e City of Miami, FL © City of Moline, IL City of Greenacres, FL Orange County, FL Osceola County, FL Gwinnett County, GA City of Pittsburgh, PA City of Allentown, PA City of Oakland Park, FL City of Delray Beach, FL City of West Palm Beach, FL Flagler County, FL Emmaus EMS, PA American Patient Transport, PA Penn Credit has recently been awarded contracts which include EMS collections with the cities of Troy, NY and Sanford, FL. Additional Florida Government Clients ¢ Palm Beach County © City of Miami © City of Tallahassee * City of Daytona Beach e City of Deltona ¢ City of Boynton Beach e City of Lakeland e City of Ormond Beach eCity of Plantation * City of Pembroke Pines ¢ Collier County Clerk of Courts, FL ¢ Marion County Government, FL ¢ Miami-Dade County Government ¢ Orange County Clerk of Courts, FL ¢ Orange County Comptroller, FL ¢ Osceola County Clerk of Courts, FL ® Palm Beach County Government ¢ Palm Beach County Clerk of Courts, FL Okaloosa County EMS RFP # EMS 63-14 Page - 20 CONFIDENTIAL Service ° Integrity ® Results References Okaloosa County Clerk of Courts David Williams, Clerk Finance Director 850-689-5000 ex, 3401; dwilliams@clerkofcourts.cc 101 E. James Lee Blvd. Crestview, FL 32536 Collection of civil and criminal traffic violations, misdemeanors, and felonies Orange County Fire Rescue Alex Morales, Financial Administrator 407-836-9015; alex.morales@ocfi.net PO Box 5879 Winter Park, FL 32798-5879 Collection of delinquent EMS, false alarm, and HazMat accounts Osceola County Fire Rescue & EMS Ms. Pat McCormick, EMS Billing Technician 407-742-6853; pmcc@osceola.org 2586 Partin Settlement Road Kissimmee, FL 34744 Collection of delinquent EMS accounts City of Miami Demetrio Constantiny, Accounts Receivable Supervisor 305-416-1399; dconstantiny@miamigov.com 444 SW. 2nd Ave, 6th Floor Miami, FL 33130 Collection of delinquent EMS, fire false alarm, code enforcement, storm water, and waste accounts Gwinnett County EMS Donna Buhler, CPA 678-518-4876; donna.buhler@gwinnettcounty.com 408 Hurricane Shoals Road Lawrenceville, GA 30046 Collection of delinquent EMS accounts Okaloosa County EMS RFP # EMS 63-14 Page -21 CONFIDENTIAL Service ¢ Integrity « Results CITY OF PITTSBURGH Department of Finance Office of the Treasurer Margaret L. Lanier, Treasurer July 10, 2013 To Whom It May Concern: This letter serves as a recornmendation for Penn Credit Corporation (PCC) of Harrisburg, PA. PCC began a relationship with the City of Pittsburgh Department of Finance in 1990, and has continued to progress as a supportive business partner to the City. Beginning in 1990 PCC and the Department of Finance contracted for delinquent tax collection. At this time PCC and Finance worked together to ensure a smooth transition from internal collections te a third party collection system. This system includes programming, data base management and interactive reports. These collections are performed with the highest integrity and according to professional collection standards, Over the years the City has received minimal complaints, which is a priority to maintain the City's image. As of 1980 PCG has increased the City’s cash flow while maintaining the City’s image. in addition to these tax collections, PCC also collects Public Safety Emergency Medical service fees. Through these various caltection programs PCC has established a partnership to improve the collection capability of the City of Pittsburgh. For further Information you may contact Margaret L. Lanier, Treasurer, at 442.266.2954, Sincerely, Pll neem Margaret |. Lanier Treasurer CITY-COUNTY BUILDING & 414 GRANT STREET ROOM 200 & PITTSBURGH, PENNSYLVANIA 15219 H Fax: 412-255-8649 rowww,.city pittsburgh, pa.ustfinance Okaloosa County EMS RFP # EMS 63-14 Page - 22 PennGrecait Service * Integrity * Results QUALITY ASSURANCE Quality management at all of Penn Credit’s call centers is ensured by the use of a centralized and integrated call recording system located at our corporate headquarters. This system consolidates a wide range of functions into one seamless, user friendly, web-based experience. This system permits our collection, client service, training, and management personnel unparalleled access to all consumer interactions. Allinteractions with our collectors are recorded individually and relevant call data and account information associated with those conversations are correlated and tagged to those recordings. In addition to audio, the screen shots during the collector’s calls are recorded to allow supervisors and management staff to effectively monitor during and/or re-create after exactly what happens on every call. A Total Quality Management (TQM) application is built into this system enabling our staff to evaluate and score collectors as they work live calls or by reviewing select calls historically. Training and floor supervisors are able to easily counsel collectors on their performance by allowing them to see and hear their conversations with consumers. Asa result, they are able to learn from their successes, as well as identify any potential areas of needed improvement. Account lookup is also very simple. A call can be retrieved either by account number, phone number, or client name. Calls are kept for a minimum of one year in our secure and temperature controlled data center; this center is also flood and fire protected. Penn Credit recently deployed a product from CallMiner that offers full analysis of every consumer interaction. All calls are electronically mined and scored against a variety of compliance and quality assurance metrics. This is performed post call, however the system will also be able to monitor consumer interactions in real- time allowing contact center managers to be notified of , gs calls potentially requiring their attention prior to a calls Callffiner conclusion. Okaloosa County EMS RFP # EMS 63-14 Page - 23 Service @ Integrity * Results Audit Trails and Key Performance Indicators (KPI) In addition to Penn Credit’s TQM application and call analytics tools, Penn Credit’s collection system tracks all aspects of the collection process, creating audit trails and tracking a range of KPIs, which include but are not limited to the following: ¢ Payments * Call volumes ¢ Adjustments © Outbound contact rates * Collector comments e Skip Tracing Performed * Notices sent * Account Status e Average talk time ¢ Payment plans and agreements Personnel Actions Collection supervisors are responsible for monitoring and tracking the daily activity in the following areas to ensure collection standards are obtained: ¢ Account Workflow: Payment plans, broken promises, skip tracing and account follow up © Number of accounts worked, phone contacts and minutes on the phone * Compliance with company policies, the F.D.C.P.A. and other applicable laws/statutes Overview of KPI Reports and Tracking Penn Credit’s collection system generates a number of KPI reports that allow our supervisors and managers to monitor collection activity in order to obtain maximum recoveries. ° JAT/CT Center Dashboard: Provides real-time view of call center environment including number of agents logged-in, their call status, talk time, hold times, answer percentages, and other metrics related to the predictive dialer. * Collection Activity Report: Provides a detail of how many accounts were worked by each active collector, and then by how many promises to pay/payment arrangements were established, how many accounts were closed or transferred to legal, and how many letters were requested by the consumer during contact. * Phone Report: Provides a record of the total amount of calls on an incoming and outgoing basis and the total amount of time on the phone. * Collector Work Totals: Provides a record of totals for the amount of work each collector does in their loop by priority. Okaloosa County EMS RFP # EMS 63-14 Page - 24 Service * Integrity * Results PENN CREDIT’S COLLECTION PROCESS Penn Credit’s management team assigned to the County has extensive knowledge and experience in the collection industry and is an invaluable asset for implementing data transfer between our clients and Penn Credit. Our IT team will work closely with the County’s staff to ensure all aspects of the project regarding data transfer and IT support are developed in a timely and accurate manner. During the start up phase, Penn Credit staff will communicate with the County to coordinate interfacing and transferring data files between Penn Credit and the County. Penn Credit’s staff will meet as needed to ensure services are up to County expectations, and will remain available throughout the debt recovery process, prepared for and capable of addressing any needs the County may have. A sample schedule follows. Penn Credit is able to shorten or lengthen this process according to the requirements of the County. Phase I - (Days 1-5) ¢ Contract documentation is completed and returned (includes contract, certificates of insurance, etc.) * Penn Credit implementation team has an initial meeting with County staff e¢ Review service requirements, communication procedures, quality control measures and work standards * Confirm placement media, data security procedures, account types and volume, and any customized collection procedures e Discuss requested reports, data files and transfer of funds ¢ Review material for inclusion in Penn Credit’s client-specific training/procedures manual * Discuss set-up schedule and go live date * Establish weekly set-up follow up meetings (conference call} * Information obtained during this meeting is used to create client numbers in Penn Credit’s collection system ¢ Penn Credit’s IT staff obtains record layouts for applicable data files Okaloosa County EMS RFP # EMS 63-14 Page - 25 PennGr Service « Integrity * Results Phase It - (Days 6-12) * Penn Credit’s IT staff creates custom software to convert accounts according to County record layouts and begins data testing to include: ¢ Review of the County’s computer systems (or EMS billing vendor) * Coding referrals (agency code, transfer date) * Coding direct payments versus agency payments ¢ Electronic data file layouts * New Referral Files ¢ Direct Payment/Adjustment Files * Agency Payment/Adjustment Files * Recall Files * Confirmation of data transfer and encryption method ¢ Schedule of Electronic File Transfers e Electronic Reports & Special Reports ¢ The County will transfer test files to Penn Credit: * Penn Credit will review and then convert the test files into its test collection system; the resulting records will be evaluated for accuracy * Penn Credit will then produce a test Payment/Adjustment file and transfer it to the County e The County will test the file against their system ¢ Test data transfer and conversion processes continue according to County policies and timelines * Penn Credit updates our CRM platform with appropriate County contact information ¢ Weekly follow up meeting occurs; status of deliverables and action items from initial meeting are reviewed Phase Ill - (Days 13-19) © Penn Credit provides login credentials and training to County staff on our web-based client access portal * PennCredit’s contract compliance officer reviews/audits all set up andimplementation to