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11-41Resolution No. 11 -41 RESOLUTION AUTHORIZING EXECUTION OF AN AGREEMENT WITH CAPITAL RECOVERY SYSTEMS, INC. BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF ELGIN, ILLINOIS, that Sean R. Stegall, City Manager, be and is hereby authorized and directed to execute an agreement on behalf of the City of Elgin with Capital Recovery Systems, Inc. for debt collection services, a copy of which is attached hereto and made a part hereof by reference. Presented: March 9, 2011 Adopted: March 9, 2011 Omnibus Vote: Yeas: 7 Nays: 0 Attest: s/ Diane Robertson Diane Robertson, City Clerk s/ Ed Schock Ed Schock, Mayor CITY OF ELGIN RFP 10 -067 AGREEMENT WITH Capital RecoverySystems, Inc. FOR DEBT CLf CTI CES THIS AGREEMENT is made and entered into this day of S RV 2011 by and between the City of Elgin ( "the CITY "), a municipal corporation organized and existing under the la 4s of the State of Illinois, and Capital Recovery Systems, Inc.,( "the CONTRACTOR "). located at 750 Cross Pointe Road Suite S Columbus, OH 43230, ARTICLE I. PURCHASE. The CONTRACTOR agrees to provide, and the City agrees to purchase, the goods and /or services provided for herein under the terms and conditions provided for herein and pursuant to Exhibit "A ", attached hereto and made a part hereof. ARTICLE II. DEFINITION. "THIS CONTRACT" as used herein shall mean this Agreement, the Request for Proposals (RFP) including all documents referenced therein and the Contractor's Proposal response dated January 14, 2011 (Proposal) thereto incorporated by reference herein and made a part hereof. The CONTRACTOR agrees to provide the goods and /or services all in accordance with the RFP and CONTRACTOR'S Proposal. hi the event there is a conflict between this Agreement and the Proposal documents or any attachments hereto, the Proposal documents shall supersede this Agreement. ARTICLE III. DURATION AND SCHEDULE. The CONTRACTOR shall provide the goods and /or services at the price, schedule and other terns provided for attached hereto and incorporated herein. Payment by CITY shall be made to CONTRACTOR within thirty (30) days of delivery as a destination contract and acceptance of all goods and services, and upon receipt of an invoice from CONTRACTOR. The CONTRACTOR shall commence the performance of THIS CONTRACT upon receipt of a fully executed Contract from the City. The term of this contract shall be three years from the date of the City Manager's signature, below with two one year renewable options at mutual agreement between the City and CONTRACTOR. ARTICLE IV. TERMINATION. The following shall constitute events of default under this agreement: a) any material misrepresentation made by the CONTRACTOR to the CITY, b) any failure by the CONTRACTOR to perform any of its obligations under this agreement ,including, but not limited to, the following: (i) failure to commence performance of this agreement at the time specified in this agreement due to a reason or circumstance within the CONTRACTOR'S reasonable control, (ii) failure to perform this agreement with sufficient personnel and equipment or with sufficient material to ensure the completion of this agreement within the specified time due to a reason or circumstance within the CONTRACTOR'S reasonable control, (iii) failure to perform this agreement in a manner reasonably satisfactory to the CITY, (iv) failure to promptly re- perform within reasonable time the services that were rejected by the CITY as erroneous or unsatisfactory, (v) failure to comply with a material tern of this agreement, including, but not limited to the Affirmative Action requirements, and (vi) any other acts specifically and expressly stated in this agreement as constituting a basis for termination for cause. The CITY may terminate this agreement for its convenience upon fourteen (14) days prior written notice. ARTICLE V . DAMAGES. From any sums due to the CONTRACTOR for goods or services, the CITY may keep for its own the whole or any part of the amount for expenses, losses and damages as directed by the Purchasing Director, incurred by the CITY as a consequence of procuring goods or services as a result of any failure, omission or mistake of the CONTRACTOR in providing goods or services as provided in this agreement. In the event of any breach of any of the terms of this agreement by CITY, CONTRACTOR'S damages shall be limited to a maximum of the purchase price provided for herein, which shall be calculated on the basis of CONTRACTOR'S actual compensatory damages only. CONTRACTOR shall not be entitled to consequential, incidental or nominal damages for any reason. ARTICLE VI. GOVERNING LAW /VENUE AND ORDINANCES. This agreement shall be subject to and governed by the laws of the United States, the State of Illinois and the City of Elgin, Illinois. Venue for the resolution of any disputes or the enforcement of any rights arising out of or in connection with this agreement shall be in the Circuit Court of Kane County, Illinois. ARTICLE VII. SEVERABILITY. The terns of this agreement shall be severable. In the event any of the terms or provisions of this agreement are deemed to be void or otherwise unenforceable for any reason, including but not limited to any violation of any law as provided for in Article XIV herein, the remainder of this agreement shall remain in full force and effect. ARTICLE VIII. AFFIRMATIVE ACTION. The CONTRACTOR will not discriminate against any employee or applicant for employment because of race, color, religion, sex, ancestry, national origin, place of birth, age or physical handicap which would not interfere with the efficient performance of the job in question. The contractor will take affirmative action to comply with the provisions of Elgin Municipal Code Section 3.12.100 and will require any subcontractor to submit to the CITY a written commitment to comply with those provisions. The CONTRACTOR will distribute copies of this commitment to all persons who participate in recruitment, screening, referral and selection of job applicants and prospective subcontractors. ARTICLE 1X. ASSIGNABILITY. The CONTRACTOR shall not assign, sell or transfer any interest in this agreement without prior written consent of the CITY. ARTICLE X. AMENDMENTS. There shall be no modification of this agreement, except in writing and executed with the same formalities of the original. ARTICLE XL NOTICES. Any notice given under this agreement shall be in writing and shall be deemed to have been given when hand delivered or deposited in the U.S. mail, certified or registered, return receipt requested, addressed, if to CONTRACTOR, at 750 Cross Pointe Road Suite S Columbus, OH 43230 to the attention of Phil Cornell or undersigned representative, and if to the City, to the attention of the City Manager, 150 Dexter Court, Elgin, IL 60120 or to such other address and /or authorized representatives as either party shall designate in writing to the other in the manner herein provided. ARTICLE XII. INDEMNIFICATION. To the fullest extent permitted by law, CONTRACTOR agrees to and shall indemnify, defend and hold harmless the City, its officers, employees, boards and commissions from and against any and all claims, suits, judgments, costs, attorney's fees, damages or any and all other relief or liability arising out of or resulting from or through or alleged to arise out of any acts or negligent acts or omissions of Contractor or Contractor's officers, employees, agents or subcontractors in the performance of this agreement, including but not limited to, all goods delivered or services or work performed hereunder. In the event of any action against the City, its officers, employees, agents, boards or commissions covered by the foregoing duty to indemnify, defend and hold harmless, such action shall be defended by legal counsel of the City's choosing. The provisions of this paragraph shall survive any termination and/or expiration of this agreement. ARTICLE X11I. PUBLICITY. The CONTRACTOR may not use, in any form or medium, the name of the City of Elgin for public advertising Unless prior written permission is granted by the CITY. ARTICLE XIV. APPROPRIATIONS. The fiscal year of the CITY is the 12 month period ending December 31. The obligations of the CITY under any contract for any fiscal year are subject to and contingent upon the appropriation of funds sufficient to discharge the obligations which accrue in that fiscal year and authorization to spend such funds for the purposes of the contract. If, for any fiscal year during the tern of the CONTRACT, sufficient funds for the discharge of the CITY'S obligations under the contract are not appropriated and authorized, then the CONTRACT shall terminate as of the last day of the preceding fiscal year, or when such appropriated and authorized funds are exhausted, whichever is later, without liability to the CITY for damages, penalties or other charges on account of such termination. ARTICLE XV. COMPLIANCE WITH LAWS. Notwithstanding any other provision of this agreement it is expressly agreed and understood that in connection with the performance of this agreement that the CONTRACTOR shall comply with all applicable U. S. Federal, State, City and other requirements of law, including, but not limited to, any applicable requirements regarding prevailing wages, minimum wage, workplace safety and legal status of employees. Without limiting the foregoing, CONTRACTOR hereby certifies, represents and warrants to the CITY that all CONTRACTOR'S employees and /or agents who will be providing products and /or services with respect to this CONTRACT shall be legal residents of the United States. CONTRACTOR shall also at its expense secure all permits and licenses, pay all charges and fees and give all notices necessary and incident to the due and lawful prosecution of the work, and/or the products and/or services to be provided for in this agreement. The CITY shall have the right to audit any records in the possession or control of the CONTRACTOR to determine CONTRACTOR'S compliance with the provisions of this section. In the event the CITY proceeds with such an audit the CONTRACTOR shall make available to the CITY the CONTRACTOR'S relevant records at no cost to the CITY. The CONTRACTOR shall pay any and all costs associated with any such audit. ARTICLE XVI. WARRANTY. The CITY'S purchase from the CONTRACTOR as provided in this agreement shall include the standard warranty typically provided by CONTRACTOR for the equipment being purchased herein. Additionally, CONTRACTOR hereby expressly provides a warranty of merchantability as to any goods provided for herein, and warrants that all services shall be provided in a reasonable manner with reasonable workmanship. ARTICLE XVII. ENTIRE AGREEMENT. This agreement embodies the whole agreement between the parties hereto. There are no other agreements, either oral or implied between the parties hereto; and this agreement shall supersede any and all previous communications, representations, or agreements, either verbal or written, between the parties. ARTICLE XVIII. INDEPENDENT CONTRACTOR. This agreement shall not be construed so as to create a joint venture, partnership, employment or other agency relationship between the parties hereto. ARTICLE XIX. TIME. Time is of the essence of this agreement. The person signing this agreement certifies that s/he has been authorized by the CONTRACTOR to execute this agreement on its behalf. IN WITNESS WHEREOF the parties have hereto set their hands the day and year first above written. CITY OF ELGIN 14 City of Elgin Debt Collection Services RFP No. 10.067 10. Collection Process NOTE: Procedures ( #8) and processes ( #10) are so similar that both will be found throughout this section intermingled with Skiptracing (locating addresses), Credit Bureau Reporting, multi - lingual collectors and notices, among other things. Sample collection reports can be found in sections found at end of this proposal. The only information and assistance that CRS will need from the City will be in extracting the necessary data (demographic information, balances, type of debt, date of birth and SSN if available) to an electronic format of the City's choosing, Capital Recovery will write a conversion program to format the data and massage it, so that it will be compatible with our collection software. Capital Recovery would request that the City assign a contact person for each type of debt (court, utilities, miscellaneous) for ease of communication back and forth with the Client Liaison that we will assign to this project. Our collection methodology is a three - tiered system based on a proven approach of diligent, compliant communications; a professional, dedicated team; and state -of- the -art technologies to support our collection efforts. We use collection letters, effective telephone contact, and meticulous sIdptracing techniques, Our highly trained collection team performs to the highest levels of compliance and efficiency. Our st ate- of -th3e ar, . technology supports our collection and client service efforts. Initial Collection Process Within one business day after we receive the City's placement, the data is compared with the U.S. Postal Service's National Change of Address (NCOA) database. Our records are then automatically updated. with the most current demographic data. Following this initial data scrub, the first delinquency notices are sent. Our collection letters are both compliant with the Fair Debt Collection Practices Act (FDCPA) and approved by ACA International (ACA). The language used in the delinquency notice mailers is sub)ect to approval by the City before the letters are sent to debtors. C.it1 if ,TTY€ �1, "Improving your bottom line with better receivables management" 15 City of Elgin Debt Collection Services RFF No. 10 -067 Skiptracing CRS uses a variety of tools and services to obtain current contact information and locate your debtors. Our initial skiptracing activity occurs before the first letter is sent with a comparison of your data against the NCOA database as described above. For further data searches, we use a variety of online tools including LexisNexis and Accurint, which locate 65% of the accounts, as well as MetrolNet to contact near-bys (neighbors) for debtor information. We also have accounts with a multitude of State Bureaus of Motor Vehicles to access driver's license and vehicle registration records. The CRS team uses a variety of national databases in its attempt to find and contact the most debtors possible This ensures the highest - quality service and maximum revenue for our court clients. The databases include the NCOA, A,ccurint, MetroNet, First Data, and LexisNexis. CRS has agreements with all three major credit reporting bureaus (Experian, TransUnion, and Equifax) as well as Dun &Bradstreet for commercial credit reporting, if you choose touse this service. We also have a "credit watch alert" program in place that is useful for finding debtors previously deemed to be not locatable. This program monitors individual or business credit' inquiries and immed,ately nrrtifies us (within twen y- four hours by e -mail) of updates to current information as reported by creditors. Verifying Social Security plumbers We use a variety of national databases for verification of Social Security numbers (SSNs) including Accurint. Our accuracy rate on SSNs for more than 2 million court cases handled is 99A9%/ CRS has never been sued for misidentification of a debtor and has acquired an A+ rating with the Better Business Bureau due to our tight institutional controls on properly identifying debtors. (See Exhibit 7: BBB Rating Sheet) Sample Collection Letters Our collection letters are both FDCPA compliant and t� V%7Z � Cl�il On "Improving your bottom line with better receivabies management" 16 City of Elgin Debt Collection Services RFP No. 10 -067 ACA approved. The language used in the delinquency notice mailers is subjectto approval bythe City before the mailers are sent to debtors. CRS assumes all responsibility for costs associated with the sending of delinquency notice mailers and all other costs associated with the collection of delinquent cases assigned by the City. (See exhibit 3: Sample Letters) Phone Contact CRS collectors are trained to use a firm but fair approach when speaking with debtors. In all contact, collectors are expected to communicate using the highest professional standards in telephone conduct. Our collectors work with your debtors to coach and encourage payment, while maintaining high ethical standards and legally compliant conversations. All debtors will be treated with dignity, respect, and fairness, adhering to the provisions of the FDCPA at all times. Tools CRS uses state -of- the -art, industry- accepted technologies, software, and telephony to efficiently communicate with your debtors and maintain accurate I ata. Some of thetools we use include a predictive dialer to maximize efficiency. The d:aier ca s the hseed numbers, confirms the rig ii -party contact (R 'C), and transfers the call to the next available agent. At that moment, the debtor s account information appears or, the collector's screen so the collector is prepared to speak with the debtor regarding the account. This technology virtually eliminates unproductive time spent manually dialing the number, waiting fora response, and confirming the callers identity. Location /Facilities CRS is located at 750 Cross Pointe Road, Suite S, Columbus, OH 43232 -6643. Our two state -of- the -art facilities in Columbus, Ohio, and Steubenville; Ohio, offer a combined 10,000 square feet of work space and eighty -eight workstations, and because we own the a ill( � IY Y aoy "Improving Y our bottom line with bett er receivables management' 17 City of Elgin Debt Collection Services RFP No. 10 -067 entire building in Steubenville, we retain expansion capability of 300010 to accommodate more than 300 employees. We are well equipped to handle the additional volume of accounts placed by the client, as well as accommodate any changing needs that may occur during the life of the contract. Work Location We anticipate that most of the work for the City will be performed at our Columbus location. Our Steubenville location will handle the overflow. we experience high call volumes. Our local customer service center for this contract will be located at 516 N. Charles Street, Suite 303, Elgin, M➢ 21201. Company's Primary Business CRS primarily serves governmental: entities, including state, county, and local court jurisdictions, with a staff of fortyprofessional, trained employees. Our current customer base consists of more than 400 state and local government clients. Type of Collections CRS collects' fines, fees, and costs for parking, taxes, courts, child support, false alarm, code enforcement collections, and other rniscr llaneous re =: eivables. Legal Entity CRS is a privately held corporation owned by company President Craig Klein. Number of Years in the Debt Collection Business CRS has been collecting debt for thirteen years. CRS uses the Collection Resource (CR) System, Platinum Version, to collect, maintain, and contact debtors. Contained within this software is a credit reporting module and financial services application that is designed for first- and third -party placements. This package also includes Web -based payment processing for credit cards and has integrated dialer technology with automated call messaging. M' "Improving your bottom fine with better receivables management" 18 City of Elgin Debt Collection Services RFP No. 10 -067 Collection Software Our collection software, CR Software's Platinum Edition Version 4.14, enables us to automate collection- specific tasks, strategies, and daily processes. By presetting criteria and parameters, the system can load, place, and acknowledge new business. We can set strategies to send letters, or execute the dunning cycle, based on the City's request and /or best practices. Jobs can be created to perform actions, usually done by hand, automatically at a time that does not interfere with our daily operation. Our automated collection system not only enhances our collection efforts and documents each collection activity but also organizes the data in a secure manner that allows our clients easy access to reports and account information. Software Upgrades Our computers are fully networked. All software upgrades are deployed at the server level to all workstations on the network. Upgrades are regularly applied to our virus scan and firewall applications. Any upgrades required at the individual station are also deployed through the network. The actual procedure varies depending upon the application Eyeing updated. Informations Sourcing CRS uses our collection software for information sourcing needs. This software, CR Software's Platinum Edition Version 4.14, enables us to automate collection - specific tasks, strategies, and daily processes. By presetting criteria and parameters, the system can load, place, and acknowledge new business. We can set strategies to send letters, or execute the dunning cycle, based on your request and /or best practices. Jobs can be created to perform actions, usually done by hand, automatically at a time that does not interfere with our daily operation. Our automated collection system not only enhances our collection efforts and documents each collection activity but also organizes the data in a secure manner that allows our clients easy access to x FF`� a italCIl�t;l; J __ "Improving your bottom line with better receivables management" 19 City of Elgin Debt Collection Services RFP No. 10 -067 reports and account information. Data Management The CRS data management department is responsible for the placement and maintenance of data. When new cases arrive, this department is responsible for placing the data into our database and confirming with the client that the information is correct before proceeding with the collection process. As the collection process progresses, if CRS discovers any changes or updates such as address or telephone numbers, CRS will update the database. If the client is informed of any new contact information, you are advised to notify us of that information tor aid in the collection process. It is responsibility of CRS to maintain the most up -to -date contact information on the client's debtors for the length of the contract. Predictive Thaler The CRS team uses predictive dialer technology to efficiently contact the most debtors in the shortest amount of time. The predictive dialer will only connect to a live agent when the phone is answered and respondents identify themselves as the correct party. 'this prevents our representatives from spendingtime Oil callstl.atdo not have the potential for collections, such as unanswered calls, busy sigrais; oi-haalgups. Interactive Voice Response (IVR) The CRS team uses interactive voice response (IVR) technology to connect the correct parties to their accounts without transferring them to a live agent. The IVR will take payment in full or schedule a payment arrangement as long as it falls within the payment plan parameters we have established with our clients. Web Portal and Virtual Collectors CRS" newest collection tool' features virtual collectors and a'Web portal to facilitate online payments for your debtors. Intelligent Web Pays Virtual Collector is a Web -based configurable decisioning engine that guides Fj a Apiti rt "Improving your bottom line with better receivables management" 20 City of Elgin Debt Collection Services RFP No. 10 -067 debtors through a carefully tailored path to achieve the best collection result. The Virtual Collector can accept payments, make payment arrangements, resolve disputes, offer settlements Chased on your specifications), collect information, and more. We are able to accept payments via Automated Clearing House (ACH) or credit card, and all guidelines are tailored to your program. Online Account Access 2417 The City will have the ability to access your accounts on our collection system via the Internet 24 hours a day, 7 days a week, and 365 days a year. With online account access, authorized City employees can view City accounts. Online account access is completely private and secure. It is a simple process. Users gain access with a login ID, a password, and a special "security key." A private communication channel is established over the secure, encrypted private network operated: and maintained by our CR Software. Once users log on, all of the City's account information, reports, and functionality of the collection system are accessible from any Internet -ready location. security Ail access,c; the CRS online Systems is password protected, and all da4a tr ansrassion ocC urs through a secure file transfer protocol (PTT), server. The CRS database is encrypted so that any confidential City or debtor information is useless to any individual without the required access keys. All transmissions sent from CRS to the City contain only publicly known information and do not compromise the security of your debtors. All printed notices and communications are devoid of confidential information as well.. In support of our constant efforts to provide quality, compliant services to our government clients, CRS chose to pursue and has obtained PPMS certification. The certification process involves a rigorous set of qualifications, requiring us to look at all processes and 4 }YFtf. to`F Capital rl li l�l� "Improving your bottom line with better receivables management" MEMEMMMMEM 21 City of Elgin Debt Collection Services RFP No. 10 -067 develop ongoing plans for improvement. PPMS is based on a set of eighteen elements set forth by ACA and is a management system of policies and practices based on internationally recognized standards for quality management. The eighteen elements that comprise PPMS include the following: • Management Responsibility: Reviewing vision, mission, goals, and expectations. • Management System: Writing company policies, procedures, and work instructions. • Review of Client Issues: Determining company's ability to meet clients' needs and expectations. • Document & Data Control: Mamtaming both electronic and paper documents — policies, procedures, and work instructions —and removing obsolete information. • Purchasing: Managing the purchasing process — major products and services only. • Control of Client & Customer Supplied Data: Securing and controlling all data flowing into the office. • Data Identification8 Traceability: Understanding company information and where it by or= • Process Control: Maintaining procedures or instructions for consistent performance —new business entry, cash application, calls, and so on. • inspection& Testing: Testing, reviewing, and verifying planned work processes —new business entry, cash application, calls, and so on. • Inspection & Test Status: Verifying that company processes occur in sequence. • Identification of Nonconformity: Identifying and recording mistakes or problems. • Corrective Action, Preventive Action & Continuous Improvement: Correcting and preventing problems by finding a better, faster, or more reliable way to accomplish work. < <n t a.����I � i }hijll 44 Il "Improving your bottom line with better receivables management' 22 City of Elgin Debt Collection Services RFP No. 10 -067 • Handling, Storage, Preservation& Delivery: Disaster planning and delivery of information. • Management of Records /Data: Handling, storing, retrieving, and depositing of information. • Internal Management. Audits: Ensuring procedures and policies are followed and the management system is working by having all departments inspected on regular basis. • Training: Continuous training of all staff. • Process & Client Satisfaction Measurements: Measuring results internally and externally. • Information Management Systems & Technical Infrastructure.Administration: Safeguarding and regulating information management systems and technical infrastructure administration. CRS' current inventory includes 2,000,922 cases totaling $646,445,206 for 401 total government clients. Due to the length and complexity of our client list, and based on information received at the pre -bid meeting, we will provide the percentage, of volume per client at an on -site meeting upon request. Upon award and execution of the contract, CRS will immediately begin working with the City's infori.iat on technology (tT) staff to develop and implement a collection module interface for electronkc data transfer of accounts. CRS can accept electronic files in any format that the City produces. We will work with your IT department and project representatives to determine the data elements and format required and produce an extraction file for transfer. All data transmission occurs through a secure FTP server. CRS has a history of successful performance on contracts similar to the City's. Our overall traffic ticket collection recovery rate. is 31.2%. Our overall collection recovery rate for parking tickets is 35.7%. r CIL PItal x "' "Improving your bottom line with better receivables management" 23 City of Elgin Debt Collection Services RFP No. 10 -067 11. Sample Reports & Information CRS clients take advantage of CRS Navigate, Capital's on -line client access program. No longer will the Clerk's Office have to conduct manual searches to determine "who and how much" is due on cases assigned to CRS. Through an encrypted User ID and password, CRS' 400 government clients can access all their cases and collection reports when they enter the CRS Navigate System. CRS will provide an audit and reconciliation report on customer cases successfully collected on a weekly and monthly cycle. CRS has a monthly Collection Summary Report (tracks collected payments by month which they paid),a Detailed Client Analysis Report (which tracks payments by placement date) as well as various other Status Code and Inventory Reports. CRS will provide the City of Elgin with whatever reports they need to ensure that their collection operation runs smoothly. The CRS collection function will provide method of displaying customer account status when a Court operator uses the pay by web function by entering a customer's case number and /or name and /or social security number. The display will include the ainount a customer owes the court along with all payments and adjustments per case number. Also a display will show the outstanding eases with amount owed on each case. No partial, payments will be allowed on waiver case types. All cases or a combination of open cases can be paid in full at any mare. A web based printable receljpt will be available for the customer to print. A payment received transaction will be added to our collection database and queued for transmission back to the City of Elgin. Audit & Management Reports CRS will provide Audit and Management: Reports as requested by the Client. Between CRS Navigate and Capital's CR Software, CRS can provide 102 standard reports that can berun as well as an unhn-uted numbe- of ad ho'c reports that can be upon request. Close & Return Reports CRS Will provide monthly Closure repel Ls of all cases /accounts that have been closed for reasons other than payment Reports shall include all information necessary for the City ofEigin toquickly identify the cases far closure. This information shall include but is not limited to the case number, defendant name and current balance of the case. Other Reports CRS has more than 100 standard reports in its collection system. CRS will provide any of those immediately upon request. CRS can also devise an infinite number of ad hoc reports that will be developed and implemented upon the request of City of Elgin (See Fxhibit 2: Sample Reports) Cc HT �' ..o'.. Capital f iiiiil�\ ".Improving your bottom line with better receivables management" 27 City of Elgin Debt Collection Services RFP No, 10 -067 Capital Recovery will be able to meet and exceed all the performance requirements of said RFP and contract. We will include a detailed implementation plan for program start -up with dates and major milestones, a deployment process, and a performance plan. We use collection letters, effective and extensive telephone contacts, and meticulous skiptracing techniques. All are performed by our professional, highly trained collection staff providing quality service and high returns for our clients. We have a dedicated and experienced managerial team that ensures our team performs to the highest levels of compliance and efficiency. Our state -of- the -art technology supports our collection and client service efforts. CRS: The Most Advanced Technology for Our Government Clients CRS uses the Collection Resource System, Platinum Version, to track debtors. Contained within this software is a credit reporting module and financial services application that is designed for first hand third -party placements. This package also includes Web based payment processing for credit cards and has integrated dialer technology with automated call messaging. CRS' newest collection tool features virtual collectors and a web portal to facilitate online payments for your debtors. Intelligent Web fad e Virtual Collector is .a web -based configurable decision engine that guides debtors through a carefully tailored path to achieve the best collection result. Online Account Access 2417 The City of Elgin will have the abilityto access your accounts on our collection system via the Internet 24 hours a day, 7 days a week and 365 days a year. Online account access is completely private and secure. Security All access to the CRS online system is password protected, and all data transmission occurs through a secure FTP server. a Capital LORE � g "Improving your bottom line with better receivables management" 1. V 28 City of Elgin Debt Collection Services RFP No. 10 -067 Timelines for Tasks The timeline for the implementation begins when the contract is awarded to the CRS team. For this contract, CRS will be prepared to begin work immediately. Timelines may be adjusted based on the City's requirements. _ Action .Execution of contract Meeting to introduce teamand provide strategic Week I cacaonsn client service re uiremen s and expectat Work with the City's -IT team to establish file layouts each of the Citv's systems Finalize call. center reoi irern ms fror sPatc a„a nPrFe all pa sea — upon ptaceme t levels assiuned to they CRS team ytrategiereview of <a31 Customized collection worl<f ovw of the Oty's;accounts to include sluptracing strateQ+, calling Development and submission of draft teat of levers, notices_ and other correspondence to be used for City Accounts. Week2 -4 M aLuceu,efn. , awcoce ann rennuance- requirements Regular conference calls or meetings to clarify questions regardim z initial collection activity CRS Stag training regarding the specific requirements and _... expectation of the contract:. Fm&lizz date tesnng, rind validation 48-772 horu-o prior. to Data Transmission Upon award and execution of the contract, CRS will immediately begin working with the City's information technology (IT) staff to develop and implement a collection module interface for electronic data transfer of accounts, CRS can accept electronic files in any format that the City produces. We will work with your IT department and project representatives to determine the data elements and format required and produce an extraction file for transfer. "Improving your bottom dine with better receivables management" r a g i �i`;etover,YYiS,C -ems �im2�;J 29 City of Elgin Debt Collection Services RFP No. 10 -067 14. Payment Options CRS provides the following easy payment options for all clients: e CRS provides a return envelope in all correspondence with the debtor along with a tear off stub for the debtor to use. Debtor may pay by check, money order or provide a Credit Card number on the payment stub and place it in the return envelope for delivery to Capital a Direct debit accepted via phone or website Credit card via mail, phone or website d Western onion /Moneygram Capital Recovery Systems, Inc. thanks the City for the opportunity to present our ONE OF A KIND, NO FEE FOR PARTIAL PAYMENT COLLECTION PROGRAM@. This NO FEE FOR PARTIAL PAYMENTS PROGRAM is our way of SAVING THE CITY THOUSANDS OF DOLLARS in collection fees that our competitors will require the City pay on partial payments on parking tickets. Capital Recovery is a "Government Only" collection agency with more than 400 government clients in 8 states, We have collected more than $220,oi1Q,000 for our government clients and they have never had to take a penny out of their budget to pay for our services. We have other unique collection fee ideas that we- can pass on to Elgin if given the opportunity to serve you. ,CD a' Capita l,;e,;;l "Improving your bottom line with better receivables management" Proposed Pricing Method for Parking Tickets Capital Recovery Systems, Inc. will perform all of the collection services set forth in this proposal on parking tickets with No Fee for Partial Payments. The only time Capital's 23.5% collection fee can be paid to Capital Recovery Systems is when a ticket has been Paid in Full. CRS will only be paid when CRS has collected 100% of the balance assigned. The 23.5% fee shall be the only moneys CRS can be paid from. There shall be no fee collected by CRS for partial payments made on accounts, until the last partial payment satisfies the balance 100 %. For all parking tickets, there will be no partial payment fees at any time. The City of Elgin will receive 100% of all partial payments and no fee will be due CRS. CRS will not be paid until we have collected 100% of the individual account/case balance. Pricing Method Procedure for all Parking Tickets Fine assessed $100.00 Collection Fee: S 23.5.0 'total Owed: $123.5.0 There are two optional methods of payment of fees to CRS. Using the example above, when collected, (RS can l? remit the entire $123,50 hack to the City of Elgin and then submit a monthly invoice to the City of Elgin for all applicable payments and fees collected, or, 2) CRS can remit $100 back to the City of Elgin with an accompanying statement showing that the $23.5.0 fee was "netted out" of the moneys collected where applicable. In either case, if partial payments are collected, those partial payments will be remitted to the City of li igin in full with nothing due CRS. Only w hell 100% of the principal balance is c. Hocted, will CRS lac t`nihled to compensation aria ouch of'tfhc two Yerniia ancc mesh ids lis.� d in i)r�c:cdi 3 c paraf:rap1;. All other City of Elgin accounts will be collected in accordance with a straight line contingency 1 1 ec of 21.5%. NOTE: CRS has an alternative pricing method which would allow the City of Elgin to get all of their parking tickets collected at NO COST to the City by adding on our collection fee to the balance of an individual's case and then Capital would still take No Fee for Partial Payments. If awarded the contract, we would like to explore this possibility with the City of Elgin, so that you can take advantage of, as all of our other municipalities do, our trademarked, copyrighted, unique and exclusive No Cost Government Collection Program(D.