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

date: e Adherence to insurance * Collection letter content/format * Proposed collection strategy * Staffing levels ¢ Data file exchange * Collected funds remittance schedule and process * Weekly set-up follow up meeting occurs * Outstanding items and deliverables are finalized Okaloosa County EMS RFP # EMS 63-14 Page - 26 Service ° integrity * Results Phase IV - (Day 20) ¢ The first new referral file is transferred to Penn Credit e Accounts are loaded into Penn Credit’s collection system ¢ The account is then electronically transferred into an automated process and ‘scrubbed’ for the following: Standardization of name and address for postal regulation requirements Name and address are processed through National Change of Address (NCOA) Phone Append Bankruptcy and deceased scrub ¢ When an accountis found to be bankrupt in the initial scrub, the information is placed on the account and the account is flagged before letters are sent in order to comply with bankruptcy law * When an accountis found to be deceased in the initial scrub, the information is placed on the account and the account is closed and returned to the County pursuant contractual requirements ¢ Contract compliance officer, senior information technology, and collection staff actively monitor initial account referrals, acknowledgment process, initial dunning letters, and call campaigns for accuracy and compliance with County requirements County’s Responsibilities Penn Credit expects that once the setup is complete and a regular placement schedule has been established, the County’s obligation to assist in the collection process will be minimal. We would require a contact at the County to provide documentation that may be requested (such as an itemized or original bill) by the consumer during the collection process. Okaloosa County EMS RFP # EMS 63-14 Page - 27 PennCr Service ¢ Integrity * Results Penn Credit’s collection workflow is defined by the evolving accounts receivable needs of our clients and refined by Penn Credit’s years of dedicated expertise in the field of debt recovery. This synchronization of committed client service and industry know-how has resulted in an unparalleled collection program. From account placement and verification, through the processes of skip tracing and consumer contact, to payment and remittance, Penn Credit’s procedures have been tested, streamlined, and enhanced for the greatest results. Upon award of contract, Penn Credit will begin project implementation, working with the County to configure a regular exchange of accounts and reports based upon the County’s existing databases. This process ensures that the resources expended by the County are minimized going forward. After implementation, Penn Credit is able to begin account activation and verification immediately upon the County’s placement of accounts for collection. Initial Account Placements Following the County’s requested timeline for account placements, Penn Credit will transfer all activated account information from the County’s databases to Penn Credit’s secure in- house database servers. These accounts are loaded into our collection system the same day they are received. Upon receipt of accounts, Penn Credit’s collection system will generate an acknowledgment report to be sent to the County’s office and begin to scrub all accounts for the following information: * Standardization of name and address for postal regulation requirements «* Name and address are processed through National Change of Address (NCOA) and: e addresses are verified as correct, or © addresses are verified as incorrect, or ¢ addresses are verified as incorrect and correct addresses are found ¢ Phone Append ¢ Bankruptcy and deceased scrub If the account has a good address, the first letter is automatically generated and mailed to the consumer. This letter serves to inform the consumer of placement with Penn Credit and notification of the consumer’s rights as outlined by federal and state laws. If the address provided with the account is incorrect or out-of-date, the account will enter Penn Credit’s skip tracing process. Okaloosa County EMS RFP # EMS 63-14 Page - 28 Service ¢ integrity * Results If the account has a good phone number, collectors will begin attempting to contact consumers multiple times per week, in accordance with the business rules established by the County, during the hours deemed appropriate by federal and state laws. If the phone number provided with the account is incorrect or out-of-date, the account will enter Penn Credit’s skip tracing process. Assignment of Accounts In order to promote the greatest degree of efficiency among collectors, Penn Credit’s collection system utilizes account routing parameters based on account classification and balance range. Management actively monitors the call lists for our automated dialing collectors and the work queues for our assigned account loop collectors on a regular basis, ensuring that the volume of accounts is not larger than appropriate. Collectors and supervisors work as a team, assisting one another with incoming calls and resolving disputes when required. This flexible and cooperative environment ensures that production levels are being met and consumer service levels are being exceeded. Collection Tools and Resources Penn Credit has four calling strategies at our disposal: a proprietary automated calling/ payment system, a predictive dialing platform, a “Confirmed Party Contact” system, and our loop collection protocol. During account implementation, the County will review Penn Credit’s calling strategies and scripts and approve for use those which meet County guidelines. Predictive Dialing Platform This predictive dialing platform predicts the availability of the collector’s next call— and adjusts dialing volumes accordingly—so that the answering party is immediately transferred to an available collector. This method ensures the party is unaware that he/she has been on an automated call and is more willing to begin discussions with the collector. This system allows one (1) collector to contact up to 35 consumers an hour, effectively and efficiently increasing Penn Credit’s “collector to consumer” ratio. D.A.V.LS. (Digitized Automated Voice Intelligence System) This system utilizes Interactive Voice Response (IVR) technology and makes calls from 9:00 a.m. to 9:00 p.m. in the time zone where the consumer resides. Upon contact consumers are provided with their account information and available payment options. While using the D.A.V.I.S. system, any consumer has the ability to speak to a live collector at any time by following the instructions built into the system; further, D.A.V.1.S. is capable of providing consumer interaction in both Spanish and English to aid bi-lingual collection needs. Okaloosa County EMS RFP # EMS 63-14 Page - 29 PennGr Service ° Integrity * Results Confirmed Party Contact Our Confirmed Party Contact system builds upon the aforementioned technologies (primarily, the D.A.V.L.S. system) by prompting a qualification question which allows us to verify that the individual who answers the call is the consumer. The call is then immediately transferred to an available collector, allowing our collection team to communicate directly with the “Confirmed Party.” Loop Collection Protocol This collection practice assigns ownership of accounts to individual collectors, making these collectors responsible for the collection of the account. The collector to whom the account is assigned performs the majority of collection activity on the account; and if additional skip tracing beyond our waterfall process is required, the collector has access to several online resources to acquire new contact data. This loop method creates a relationship between the collector and consumer, promoting a more cooperative series of exchanges and increasing the likelihood of repayment. To further the efficacy of the loop collection protocol, a direct toll free number is included on all letters sent to the consumer. Loop collectors notate in the collection system what has been accomplished after working an account, they also have the ability to tag a specific priority based on the outcome. This process drives Penn Credit’s organization of the work schedule, for example: Payment Arrangement Established: the account is tagged as a payment plan priority and is grouped with other payment plan accounts for monitoring through payment in full by the collector. Should a payment plan be broken, the collector will be alerted by the collection system and immediate follow up will occur. Follow Up Appointment: the account is tagged as a priority for the collector to follow up at a specific date and time. The collector will be alerted to any follow-up appointment by a system generated notification. Difficult to Reach: the account is tagged as a difficult to reach priority if the collector has determined that they are calling the best possible phone number available, however they have not obtained consumer contact. These accounts will receive calls at varied times by the loop collector and automated dialing collectors will also be used. Skip Tracing: the account is tagged as a skip tracing priority when additional contact information is needed to reach the consumer. To maximize consumer contact, the collector will perform the majority of skip tracing during non-peak hours. Okaloosa County EMS RFP # EMS 63-14 Page - 30 Service ¢ Integrity ° Results Results Together, our automated dialing systems can generate 1,000 calls per minute and more than 700,000 attempts per day utilizing 500 phone lines. All “busy signal” calls can be redialed every fifteen minutes, and “no answer” calls can be redialed every two hours up to the time allowed by the Federal and State regulations. Repeat calls can be made every three (3) days after contact with no account conclusion. Management also staggers call times throughout the day and rotates dialing platforms to optimize high consumer contact. Skip Tracing - Waterfall Process Successful skip tracing (locating a consumer at a current address) is an essential part of Penn Credit’s collection strategy; therefore, we subscribe to a wide range of skip tracing products and national databases (LexisNexis, CBC Innovis, TransUnion). After the initial placement, accounts are “scrubbed” for address verification (NCOA), phone append, deceased and bankruptcy verification. Once the account information is confirmed, the collection process begins; however, if at any time the contact information is determined to be incomplete or incorrect, the account will be placed in our automated “Waterfall” skip tracing process. Each step in this “Waterfall” process utilizes a new skip tracing product. The steps and information provided are progressively more intensive and detailed than the previous. The account will proceed from step to step until the appropriate information is obtained and successful contact is made with the consumer. Penn Credit’s waterfall skip tracing process may be utilized at any point during the collection process, ensuring that Penn Credit maintains contact with consumers until the amount owed the client has been recovered. Further, our assigned account Loop collectors are provided access to several internet based skip tracing resources at their work stations, enabling them to perform individual skip tracing. LexisNexis®/Accurint: This is an on line skip-tracing tool that collectors will use in attempting to locate a skipped consumer. This tool provides social security verification, address verification, phone number verification, multi state DMV data, reverse look-up, same names, and same addresses if under a different name. The collector will work all leads to conclusion. Criminal Records: \f the collector has knowledge of a consumer’s criminal record, they may contact the state to obtain location information. In doing so, the