HomeMy WebLinkAboutRESPONSE - RFP - 8488 COLLECTION AGENCY SERVICESTable of Contents
Executive Summary……………………………………………………………………………………..Section A
Guaranteed Best Combination of Incentives…………………………………….Section A
Guaranteed Alignment with your Mission, Vision, and Values………….Section A
RFP Questionnaire……………………………………………………………………………………….Section B
Proposal Acknowledgement…………………………………………………………………………Exhibit A
Colorado State License………………………………………………………………………………….Exhibit B
Organizational Chart……………………………………………………………………………………..Exhibit C
Confidential Financials…………………………………………………………………………………..Exhibit D
(Separate Email Attachment)
Section A
A. Executive Summary
The Executive Summary should highlight the services offered and qualifications,
including how the proposal intends to meet the objectives of the City, as outlined, as well
as any unique aspects or benefits provided by your firm. Include a statement related to
your firm’s complete understanding and compliance with all general and minimum
requirements.
BC Services, Inc. (BC Services) appreciates the opportunity to present this proposal to The City
of Fort Collins (The City) for past due collection accounts. Headquartered in Longmont,
Colorado, and operating continuously since 1925, BC Services is an industry leader in utility and
city collections.
At BC Services, we never outsource collection activity, so you can be confident that your
consumers are contacted by our trained U.S. team from our U.S. location right here in Colorado.
Guaranteed Best Combination of Incentives
BC Services offers The City the best package of incentives that we are confident will outshine
any offer made by the competition. Beyond competitive pricing, we propose a package of
customized data analytics reports to show you where you can help us optimize revenue for The
City, on-site training for your staff on front end collections at their locations by our Nationally
certified ACA training team, and the creation of materials to inform your consumers about what
to do if they are contacted by an agency.
Training programs are customized to meet your organization’s needs and requirements and
may include on-site workshops and seminars, collection boot camps, quality customer service
skills, and more.
Guaranteed Alignment with your Mission, Vision, and Values
As a partner with The City, BC Services guarantees that we will operate in accordance with your
mission, vision, and values. We provide excellent service by treating all consumers with dignity
and respect while guiding them toward a resolution of their financial obligation to The City.
You can view BC Services as an extension of your office, and we provide a consumer-friendly
approach to promote the good name and reputation of The City. Our representatives are
trained and supervised to ensure that our communication methods are conducted with the best
traditions of The City, our organization, and our industry. We also work with a consumer’s
special needs offering financial assistance options (if available by The City), payment plans, and
more. All work is performed in accordance with the Fair Debt Collection Practices Act (FDCPA),
the Fair Credit Reporting Act (FCRA), the TCPA (Telephone Consumer Protection Act), and all
other applicable federal and state laws.
BC Services understands, complies with and exceeds all general and minimum requirements
included in this Request For Proposal.
BC Services is available to participate in any interviews and/or demonstrations per The City’s
request on the proposed dates as indicated in the Scope of Proposal in the Section D Schedule.
Section B
B. Company Information
1. Describe the Company’s business and background, including the number of
years in the business and any prior experience with similar
contracts/agreements
BC Services was founded in 1925 by Colorado Legislator and attorney Lyman Weld
and was purchased by the current owners, William L. and Shirley A. Boettcher, in
1964. BC Services remains a family owned and operated company. BC Services
leads the accounts receivable recovery industry in experience and stability. Today
we rank in the top 100 collection agencies nationwide based on revenue dollars. Our
business goal is to continue our history of providing exceptional service and results
to our clients throughout the United States while maintaining sustainable growth and
stability. BC Services is a fiscally conservative, financially stable and thriving
company. Our market experience is vast. BC Services has been a leader in
compassionate collection services since 1964.
BC Services has provided collection agency services to city entities and utility
companies for over 90 years with exceptional results. Utility and city collection
services are part of our company’s core competency. With regard to our expertise in
city collections, we have years of experience collecting on the following types of
debt: library fines, sex offender registration fees, parking fees, taxes, landfill fees,
returned checks, tickets, police alarms, residential alarms, risk management,
emergency board up services, sales tax, recreation fees, ambulance services, and
any other account type our city clients may request assistance in collecting.
2. Details about ownership
BC Services is a private, family owned and operated company. Founded in 1925,
the company was purchased by current owners, William L. and Shirley A. Boettcher,
in 1964.
Bill Boettcher
Chairman of the Board
55 Years with BC Services
Steve Boettcher
Chief Executive Officer
37 Years with BC Services
John Boettcher
Executive Vice President
35 Years with BC Services
3. Size of firm
BC Services currently employs 178 talented and qualified individuals, sufficient for
the current anticipated volume of accounts. We have the ability to quickly expand to
accommodate the growing needs of our clients. We may hire additional employees
depending upon the nature of new business and our client work standards.
We continuously recruit talented individuals who fit our values, and are prepared to
handle any increase in business. We have 50 workstations ready for use, with room
to expand to 150 workstations with phases two and three of our building expansion.
Highlights of this state-of-the-art business campus include the following:
We own a 14-acre property in a high-tech business park.
The campus is 30,000 square feet, expandable up to 60,000 square feet.
Phase 2 and 3 are approved by The City of Longmont for future expansion.
Key card access is required for all doors and secure areas. Per Payment
Card Industry Data Security Standard (PCI DSS) Level 1 compliance,
consumer payment information is located in a separate locked location in our
building.
Doors may only be open for more than 30 seconds or alarms will sound.
Continued video monitoring ensures security.
White noise machines, also known as sound conditioners, are installed
throughout the building to help ensure privacy and better concentration on
phone calls in our busy environment.
Our state-of-the-art training center has online audio and video conferencing.
We are located next to Seagate Engineering and Microsoft cloud facilities,
with high-speed fiber optics and superfast internet.
The campus includes a training section for new hires, affectionately referred
to as the Eagle’s Nest.
Gorgeous and expansive mountain views provide a pleasant work
environment for our team, keeping morale high.
4. Location(s) of offices, identify which will be the primary for our account
BC Services operates solely from our company headquarters located at 550 Disc
Drive, Longmont, Colorado 80503. This newly constructed, expansive business
campus features a modern call center facility, state-of-the-art technology, and most
of all, space for immediate expansion to serve The City’s growing and changing
needs.
5. Primary contact information for the company including contact name(s) and
title(s), mailing address(s), phone number(s), and email address(s)
Primary Contact: Alexandra Slocum
Title: National Sales Director
Years with BC Services: 14 Years
Years in Industry: 18 Years
Mailing Address: 550 Disc Drive
Longmont, CO 80503
Phone Number: (970) 217-3322
Email Address: aslocum@bcservice.com
6. Complete Exhibit A, Proposal Acknowledgement
Please refer to Exhibit “A” for copy of Proposal Acknowledgement.
C. Minimum Mandatory Qualifications
Provide a brief description and supporting documentation of how your Agency meets the
following:
1. Contract must be licensed to conduct business as a professional collection
agency in the State of Colorado. Provide copies of the Agency’s and/or
individual licenses.
BC Services is licensed to conduct business as a professional collection agency in
the State of Colorado.
Please refer to Exhibit “B” for copy of Colorado State License.
2. Contract must have five (5) years of debt collection experience. Provide detail
supporting five years’ experience.
BC Services has over 90 years of debt collection experience. Many of our current
city and utility clients have been partnered with BC Services since the purchase of
our company in 1964.
D. Scope of Proposal
This portion of the proposals should include:
1. The narrative should include any options that may be beneficial for Utilities to
consider and any qualifications that set Agency apart from competitors.
A competitive advantage of BC Services is our ability to effectively and efficiently
collect on consumer accounts from multiple providers of service. Because of BC
Services’ market share in the Colorado collection industry, we already represent
multiple utility companies, city entities, banks, hospitals and physician clients.
We maximize performance by using detailed account segmentation and a proven
proprietary scoring model that helps us to identify accounts with the greatest
propensity to pay. These accounts are placed with dedicated teams on the
predictive dialer to maximize contact with consumers and achieve the greatest return
for our clients. Larger balance and older accounts may be handled manually by our
most experienced representatives who “own” their accounts and work with
consumers and their families to encourage payment in the greatest return.
We partner with our clients to find ways to increase success in collecting once the
accounts are placed with our agency and even prior to placement. This is
accomplished through the extensive training workshops we offer to our clients, as
well as the utilization of our analytics department to determine what steps may be
taken on the front end to increase collections. All data is available in a wide array of
customized reports available to you at any time.
Level 1 PCI DSS Compliance was achieved by BC Services this year. It is rare to
find an agency that goes the full distance regarding compliance and data security like
BC Services. This $100,000+ investment made by BC Services to become Level 1
PCI DSS Compliant allows the most rigorous controls to be applied to client and
consumer data making BC Services a viable low risk partner.
Professional Practices Management System (PPMS) Certification was achieved
by BC Services from the ACA International governing body on November 8th, 2004.
The ACA’s PPMS certification is based on ISO 9002, the internationally recognized
quality management standard founded upon sound management principles. The
purpose of the ACA’s PPMS program is to promote continuous improvement of
planned work services through increased knowledge and skills of agency members.
Our company was the 21st agency certified by ACA International.
2. An explanation, in detail of:
a. Firm’s “best-effort” collection process and how collections are
managed,
The collection process begins immediately upon accounts loading into the
BCS Ontario FACS system database. All accounts undergo initial process
scrubs prior to the first letter, to check for updated demographic information,
bankruptcy and deceased accounts. All mail returns are electronically
recorded and are then batched to 2 skiptracing vendors to locate new or
updated demographic information. The results from these additional
searches are electronically updated on the accounts within 24 hours.
After the initial scrubs and additional batch skip tracing, accounts are scored
utilizing our proprietary scoring algorithm and are then tied with existing
accounts. Dialing pools are generated based on score and demographics
within 7 days of list. Accounts with missing demographics are sent to our
cyber and professional skip tracing team members.
BC Services builds and develops all dialing campaigns in full compliance with
federal and state laws. Accounts are placed in a dialing pool in which phone
attempts are made on each account during the campaign. The consumer’s
home number is automatically dialed first, followed by their work phone
number and cellular number (with TCPA consent). If no answer or response
is given, the spouse is then called, if applicable. Consumers are engaged in
friendly, conversational communication. For those consumers that do not
have the ability to pay, we offer payment applications, money sources,
stipulations and payment plan reviews.
At our client’s discretion, BC Services will report all eligible accounts to
respective credit reporting agencies based upon their requirements and the
requirements of the FCRA. The credit reporting agencies no longer accept
the reporting of Municipal Court, Sales Tax, Streets, Fees, Fines or Parking
Tickets. Credit reporting is only available on utility collection accounts per
these regulations. Utility accounts may be reported to the credit reporting
agencies after a minimum of 60 days from the date of placement with BC
Services.
Legal action is recommended when all attempts to negotiate a timely and
satisfactory arrangement for payment have failed and sufficient assets exist
on which to execute judgment. Recovery Specialists refer the account to our
in-house legal clerks for review prior to the initiation of the action. Our legal
supervisors will review the accounts to ascertain whether all of The City’s
collection policies and procedures are followed and that The City’s written
approval for legal action is on file. Once the legal review is complete, all
documents are placed with our in-house general counsel for review and
signature. All legal procedures require a signature authorization from The
City prior to initiation of legal action against the consumer.
BC Services establishes goals based upon each client’s requirements and
specifications as well as our internal company targets for each week, month,
and year. Through PPMS, each department uses logs, forms, and status
reports to identify nonconformities, take corrective/preventative action for
remedial and root cause fixes, document the results, and analyze all relevant
data for continuous refinement of system processes. Through audits and
internal reports, we ensure the continued effectiveness of our team and our
compliance with all internal and external requirements. We are then able to
measure results of established goals and acceptable practice through internal
audits and continued monitoring of accounts.
Corporate benchmarks are measured in several ways. Certainly income and
revenue are key indicators as to our growth and success at the corporate
level. Beyond financial measurements, we take a keen interest in overall
compliance, client satisfaction, consumer satisfaction, and employee tenure
and morale. We know that our employees who enjoy coming to work are
likely to spread that goodwill to our clients and their consumers.
Team benchmarks are based on client goals and requirements. We look at
call statistics, promises to pay, payment arrangements, as well as revenue on
a daily, weekly and monthly basis. By closely monitoring results, we are able
to make immediate changes to team assignments, dialer cycles, and other
technology enhancements to increase productivity.
Individual benchmarks are based on tenure and experience. Experienced
representatives are expected to achieve higher recovery rates and greater
call volume than new hires. We carefully manage individual measurements
to balance achievable results while continuously giving the representative
goals to reach. We believe this balance helps to ensure employee
satisfaction and morale.
b. Timelines for collections
BC Services main goal is to collect on accounts as quickly and efficiently as
possible. Within 24 hours of the account placement file being uploaded to
our secure FTP site, the accounts are scrubbed for accurate demographics
and the first FDCPA compliant letter is mailed to the consumer. Initial dialing
campaigns begin within 7 days of account listing. BC Services keeps all
accounts active until the statute of limitations has expired unless we are
required to close the account.
c. Methods used
BC Services utilizes a detailed collection process including the following
methods:
Account scrubs and account scoring
FDCPA-Compliant Letter series
Diligent telephone campaigns
Follow-up with open accounts
Credit Bureau reporting when directed by client
Litigation upon asset verification and written client approval
d. System(s) that are used to transfer data and security thereof
BC Services utilizes the Secure File Transfer Protocol (SFTP) for the transfer
of any documentation containing consumer information. The SFTP keeps the
content and information secure using 256-bit encryption. In addition to
encrypting user names and passwords, data files are sent through an
encrypted channel as well. This means that third parties such as hackers
and financial predators cannot gain access to our information through
traditional methods. A major advantage of SFTP is that most SFTP client
software is compatible with commonly used communication programs. This
means that no extra steps are involved in the transfer of the data which is
where most informational leaks occur.
The BC Services database is encrypted using current security standards at
the read/write level. This ensures that data is encrypted even when the
database is down, or at rest, not just when it is up and running. All of our
backup tapes and archived data are encrypted using the same security
standards, using different keys for the best protection.
We use Advanced Encryption Standard (AES) for our encryption software.
AES has been adopted by the U.S. government. The algorithm described by
AES is a symmetric-key algorithm, meaning the same key is used for both
encrypting and decrypting the data.
BC Services has a current contract with Tech Lock, a noted leader in third-
party security audits. The Tech Lock contract translates into a $100K-plus
investment for BC Services, a level of security typically found only with
federal contractors. The City can rest assured that your consumers’
information is protected. Out security contract covers the following:
HIPAA/HITECH
PCI DSS DSS version 3.1 (Level 1)
IOS 27002
Massachusetts 201 CMR 17.00
Nevada NRS 603a
Gramm-Leach-Bliley Act
Red Flag Rules
3. An explanation of monthly and yearly statements of total cases and
percentage collected for the last twenty-four (24) months.
listed Accts Dollars Recovery %
2015 1,239,928 $ 463,705,317.41 24.00%
2016 754,277 $ 330,607,283.39 26.20%
4. A description of the methods of interaction between the collection agency and
the delinquent debtor(s) and an explanation of your philosophy on maintaining
a good customer relationship.
At BC Services, our immediate objective is to resolve your delinquent accounts
quickly and efficiently. We customize a collection program to meet your collection
goals within the guidelines of FDCPA, FCRA and all applicable federal and state
laws. Our collection methodology is a detailed process consisting of the following:
Account scrubs and account scoring
FDCPA-compliant letter series
Diligent telephone campaigns
Follow-up with open accounts
Credit bureau reporting when directed by the client
Litigation upon asset verification and written client approval
BC Services continues to strive for excellence in consumer and client satisfaction
and customer service. A new way to ensure the highest quality in consumer
sensitivity is by exploring options outside the collection industry. Executive team
members are attending the Disney Customer Experience Summit. Yes, that Disney.
One of the most recognized names in business solutions and professional
development is Disney Institute. Disney Institute is a training and development
company that empowers organizations to create lasting change. Its model for
cultural transformation employs best practices in leadership, culture, customer
experience, brand loyalty, creativity, and innovation. The program is built around the
following tenets:
Understand and prioritize needs
Adapt and apply best practices
Reorient and upskill team members
Operationalize and sustain for ongoing success
BC Services also has a dedicated steering committee devoted to creating the
Ultimate Consumer Experience and uses CallMiner, our voice analytics software, to
measure tone and scripting. The software is specifically designed for our industry
and allows us to analyze calls for various factors, including the following:
Compliance and client call scripting
Right-party contact
Risk language consumer and collector temperament
We have a zero-tolerance policy for noncompliance with our high standards.
5. Explain why these methods will result in the highest return while complying
with all applicable federal, state and local laws and regulations. Specify
approaches for repayment schedules, loan consolidation, rehabilitation and
referral for wage garnishment.
Our proven philosophy is that by providing a positive customer experience, this
motivates consumers to fulfill their obligation. All of BC Services policies and
procedures are in accordance to all applicable state and federal rules and
regulations.
At BC Services, we recognize that not all consumers have the ability to pay in full.
We offer various payment plan solutions based upon the needs of the consumer.
Our collectors have expertise in guiding the consumer to viable options to resolve
their account such as: borrowing funds from a family member, home equity loan, car
payment deferral, student loan deferral, 401K loan, etc.
If the consumer is unable to pay in full, BC Services has a built-in financial
application in our software to determine a consumer’s incoming and outgoing
expenses to calculate an appropriate payment plan arrangement.
As a last resort for those clients that consider litigation as a form of collection, BC
Services may recommend litigation by means of a garnishment or property lien as a
method of collection. Litigation is approved by our clients on a case-by-case basis
upon asset verification.
6. A description, with examples, of the types of reports or other tools that would
be available to the City to monitor or administer the collections process.
Provide a description of the ability to comply with reporting capabilities.
BC Services provides an extensive selection of standard, ad hoc and customized
reports in the frequency and format that you require. All reports can be provided
electronically or on paper.
Monthly Collections Summary: This report shows all accounts listed by
month, including principal, recalls, adjustments and legal.
Dashboard: Provides an overview of the quality of data of accounts placed,
such as completed demographic information or elements that may be missing
such as social security number.
Payment Files: The Payment Files report shows Account Number, Date(s) of
Service, Transaction Date, Transaction Code, Description, Payment Amount,
Adjustment Amount, and Balance After Payment.
Remittance Report: This summary report shows, Type of Account,
Description, Amount and Commission.
Statement Detail Report: Shows headings to include Listed Date, First
Name, Last Name, Account Number, Amount, Payment Type, Disposition,
Paid to Agency, Paid to You, Commission.
Weekly Bankruptcy Report: Provides information regarding all bankruptcy
information.
Close and Return Report: This report shows the details of all accounts
closed or recalled and the reasons.
Customized Reporting
We will gladly customize any report that The City requires. Our robust technology can
export any field of data that we capture in our system for reporting. We work with your
stakeholders during implementation and throughout the course of the contract to meet
your needs and requirements.
Any report can be immediately provided upon request utilizing a secure PCI DSS
compliant method. Additionally, our secure Web portal allows login at any time to view
consumer account information and status, as well as to access various reports in real-
time statistics. In short, our client services team is focused on exceeding your goals and
expectations.
24/7 Online Reporting for The City
BC Services has a client Web portal and will provide access to authorized City staff
members. The Web portal provides you with the ability to view account information and
reports, modify current accounts, submit payments, cancel and return accounts, and
communicate with us in a secure environment. Your team can easily view the status of
your consumer accounts via the Web portal and pull reports in real time using unique
login credentials.
DeepSee Analytics Technology
But there is more…BC Services provides DeepSee analytics technology from
InterSystems. This technology allows our developers to rapidly build Web-based and
mobile reporting applications that give our clients a competitive edge. With DeepSee
reporting, authorized City users have the ability to view their top-five favorite reports via
their smart device. This information is at your fingertips 24/7.
7. Examples of documentation that would potentially be used during the
collection process.
BC Services can customize any documentation that is sent to our clients to fit their
needs.
Sample Acknowledgment
Sample Dashboard
Sample Cancel and Return Report
Account
#
Last
Name
First
Name Orig. Date Balance
Closure
Date
Closure
Reason File Date
Case
# Chapter
Atty.
Name Attn. Ph. # SSN
1608120 Smith John 8/28/2015 430 5/31/2016
Deceased
No Estate
1350500 Day Susan 1/22/2016 78 6/1/2016 Bankruptcy 2/28/2016 53508 7
John
Smith
303-532-
3555
225-65-
3533
3562650 Jones David 1/29/2016 510 5/26/2016 Bankruptcy 3/10/2016 50308 11 Jane Koe
303-532-
3000
235-35-
5668
3351004 Love LINDA 2/18/2016 347 5/26/2016
You
Requested
Return
3530235 Richards Jane 2/23/2016 212 5/27/2016
Deceased
No Estate
Sample Suit Authorization Request
8. A sample of proposed remittance detail, including identification of the secure
transmission method and format to be used to transmit the data to the City.
Below is a sample remittance detail report. This remittance can be customized to
include any additional data points required by The City that are sent on the New
Business Placement File. All data points provided on the New Business File by The
city are stored in our database for customized reporting requests.
All remittances are sent either via mail with an attached check or through our secure
SFTP site with an electronic transfer of funds per our Level 1 PCI DSS compliance
certification requirements.
9. A description of the process that may be used if Utilities could pull accounts
out of collections in certain situations such as customer activates new
account, etc.
The City can request any accounts be cancelled and returned at any time at no
charge, no questions asked. These requests can be made through our secure
website, our secure FTP site, by telephone to our Customer Service Department or
by secure email. A cancellation reason is required so the account can be properly
documented with the appropriate cancellation code for reporting purposes.
10. Written disclosure of any known potential conflicts of interest that may result
during the course of performance of the services listed herein.
BC Services has no known potential conflicts of interest with The City that may result
during the course of performance of the services listed herein.
11. A summary of the partnership that you envision with the City.
BC Services views itself as a business partner with our clients. We understand and
value that consumer satisfaction is very important to our clients. We employ
continuous training to communicate our clients’ expectations to our account
representatives. We offer multiple credential programs through ACA International
and require all account representatives to sign The ACA’s collector pledge.
12. Describe industry standards for submitting delinquent accounts to the
appropriate national credit reporting agencies and the Agency’s written policy
regarding the “accuracy and integrity” of the information they are furnishing to
credit reporting agencies.
BC Services exclusively reports delinquencies to Experian, which we feel maintains
higher standards of excellence than other credit bureaus. As a standard practice,
BC Services holds new accounts turned to our agency for a minimum of 90 days
before we report information to the credit bureau. This allows consumers time to
validate an account and provides them with an opportunity to pay in full before a
derogatory notation is made on their credit report. Credit reporting is conducted in
accordance with the FCRA.
Credit reporting is also a collection method that is customized by our clients. Clients
can elect to not report accounts at all, or choose to wait a longer period before
reporting, depending upon their needs,
BC Services maintains a full-time compliance team dedicated to accurate reporting.
Upon notice from a client, our compliance team has the ability to manually remove
any derogatory remark on a consumer’s credit report that was deemed “turned in
error”.
13. Describe security and confidentiality of account information as well as website
security or other data repositories.
BC Services considers information security an integral part of our business, as well
as a first line of defense against all potential internal and external threats to the
business.
BC Services has contracted with Tech Lock, Inc. to perform an independent third
party audit and is exceeding requirements from an auditing and assessment services
standard. Tech Lock is the only auditor that specializes in Collection Systems and
Processes, with the coveted ARM Industry data security “Gold” standard, Tech Lock
Certified. Most agencies use the cheapest auditor they can find with little to no
experience in collection systems and processes which can result in missed items on
an audit. BC Services’ auditor, Tech Lock, Inc. is a Payment Card Industry Qualified
Security Assessor (PCI DSS QSA), Approved Scanning Vendor (PCI DSS ASV),
FedRAMP / 3PAO accredited assessor, and HITRUST Common Security Framework
(CSF) Assessor specializing in holistic information security, compliance, and
information technology solutions. Furthermore, as specialists in the Accounts
Receivable Management Industry, Tech Lock’s staff hold ACA International Certified
Instructor status, ARM Industry Data Security subject matter experts, and DBA
International Authorized Audit provider.
BC Services is not required to have an onsite Level 1 Service Provider PCI DSS
audit conducted by a PCI DSS QSA to validate BC Services’ PCI DSS compliance
as our number of transactions allow for PCI DSS Self-Assessment Questionnaire
(SAQ D). However, as an industry leader with a desire to exceed customer
expectations, BC has contracted with Tech Lock, Inc. to assess BC Services
information security against PCI DSS, ISO 27002, GLBA Safeguards Rule, Red Flag
Rules, etc. and provide a report on Compliance (RoC). BC Services applies PCI
DSS controls to all data versus most organizations that segment data. This strategy
allows for the most rigorous controls to be applied to client and consumer data
making BCS a viable low risk partner.
To demonstrate how important protecting customers data is, BC Services security
controls complies with the following standards and laws:
Financial Services Modernization Act of 1999/Gramm-Leach-Bliley Act
(“GLBA”)
ISO 27002 (“ISO 27002”)
Massachusetts 201 CMR 17.00 (“Mass 201 CMR 17.00”)
Nevada Chapter 603A Security of Personal Information Law (“NRS 603a”)
Payment Card Industry Data Security Standard version 3.2 (“PCI DSS DSS”)
Health Insurance Portability and Accountability Act/HITECH Act
(“HIPAA/HITECH”)
Federal Trade Commission (FTC) Red Flag Rules (“Red Flag Rules”)
It is rare to find an agency that will go the full distance regarding compliance such as
BC Services. Tech Lock and staff have reviewed over 800 agencies and have found
a 99% failure rate of agencies to be fully compliant with all federal and state laws.
BC Services is in the top 1% of compliant agencies.
Picture not available for public viewing
14. Include a summary of Agency’s disaster recovery plan including data integrity
and data breach procedures.
Rather than having a static set location, BC services has a more flexible dynamic
solution for disaster recovery.
We contract with Agility Recovery Solutions via its ReadySuite product. It provides
everything from generators to telephone equipment to separate locations with which
to do business.
Our Agility contract provides BC Services with solid plans and solutions in place for
backup physical locations to move operations, work space, connectivity, power
supply, and support specialists as needed at a moment’s notice.
15. Provide a detailed description on how the process when accounts go into
bankruptcy.
To ensure full compliance with federal bankruptcy laws, we receive notices
electronically and through mail. Once notified by the bankruptcy court, all further
communication between BC Services and the consumer ceases until the bankruptcy
has been dismissed or discharged.
Notification of bankruptcies received by BC Services is provided back to The City in
either a weekly or monthly Cancellation Report. Along with the scheduled
Cancellation Report, detailed bankruptcy information can also be provided to The
City to provide the case number, filing date, chapter filed, and attorney information.
All communication pertaining consumer information is transmitted through our secure
SFTP site.
16. Describe the process City may use to handle disputes between borrowers, City
and Agency.
BC Services takes seriously any complaints or disputes that we receive. Our
process for working with an upset consumer or complaint is as follows.
When a dispute is received, we document and scan all written disputes and record
all verbal disputes made to our office in the consumer’s file. We immediately flag the
account in question and contact our client to communicate any unresolved issues
and discuss our next step before continuing efforts. Consumer complaints are
thoroughly investigated by reviewing recorded conversations regarding the dispute.
BC Services offers a Consumer Help Desk for those who have a concern or
complaint about their account. Our Help Desk is staffed by supervisors and
compliance staff members who have special training in debt resolution, federal and
state laws, current compliant trends, and customer service management.
E. Assigned Personnel/Firm Capability
The Consultant should provide the following information:
1. Submit detailed information related to the experience and qualifications of the
personnel proposed by the Agency to perform the requirements specified
herein. Identify the contact person with primary responsibility for this
Agreement.
The BC Service Leadership is dedicated to servicing the City of Fort Collins. The
average tenure of our leadership team is over 14.55 years.
Alexandra “Ali” Slocum – National Sales Director
Ali has been employed with BC Services for 14 years and has 18 years of collection
agency experience. Her primary responsibility is to ensure client satisfaction
throughout the implementation and duration of the contract. Ali will also be
responsible for scheduling and attending standing monthly meetings with designated
City leadership.
Julie Ekberg – Chief Financial Officer
Julie has been employed with BC Services for 15 years and has 24 years of
accounting experience. Julie oversees all cash posting, accounting and
reconciliation functions. She manages a team of 6 accounting receivable specialists
and 2 in-house reconciliation auditors.
Debbie Kimble – Vice President – Administration
Debbie has been employed with BC Services for 35 years. During this time she has
been involved in many aspects of the company. Currently, Debbie oversees the
client master implementation and works with our letter vendors. She also leads of
our in-house auditing team and performs periodic audits on the performance of every
department to maintain our PPMS certification through the ACA.
Sandy Garcia – Vice President – Collections
Sandy has been employed with BC Services for 19 years. Sandy oversees our
Collection Floor Managers, all Collection Supervisors and our Collectors.
Tina Johnson – Corporate Trainer
Tina has been employed with BC Services for 17 years. Tina is responsible for
training new collectors as well as conducting ongoing staff training. Tina is a certified
instructor through the American Collectors Association (ACA) since 2009.
Jeff Miller – Manager of Information Technology
Jeff has been employed with BC Services for 13 years. Jeff leads a team of
technology experts in producing and distributing key performance reports and any
additional customized technology needs relating to data management transfer,
security of data and importing and exporting of key data elements.
Ashley Statley – Customer Service Manager
Ashley has been employed with BC Services for 13 years and continuously leads our
company to excellence in Customer Service. Ashley is in charge of all customer
service team members and client liaisons.
Brett Riley – General Counsel
Brett Riley has been employed with BC Services for 2 years and has 19 years of
related industry experience. Brett supervises all paralegals and 3 in-house
attorneys. All legal requests are placed for his review and signature. Brett and our
in-house counsel members attend all court appearances in Denver and Northern
Colorado.
Shaaron Westover-Gostwick – Project Manager has been employed with BC
Services for 3 years and has 25 years of project management experience. Shaaron
plays a key role in the on-boarding of any new BC Services client.
2. Describe the availability of project personnel to participate in this project in the
context of the agency’s other commitments.
BC Services currently has 178 employees, sufficient for custom implementation of
the project as well as for the current anticipated volume of accounts. Implementation
of this project could be immediately started upon notification of the award. The
typical timeline for the implementation of a project of this size is 2 weeks from the
receipt of agreed upon sample test files and file layouts.
3. Provide a list of similar projects completed in the last five (5) years by the key
members of the proposed team.
BC Services has successfully on-boarded over 150 clients in the last 5 years. Each
client on-boarding is unique and ranges in volume of new business and complexity of
the project. All on-boarding projects are managed by our in-house Project Manager,
Shaaron Westover-Gostwick.
Similar projects completed in the last five (5) years:
XCEL Energy
Colorado Springs Utilities
City of Westminster
City of Longmont
Blackhills Energy
4. References (current contact name, current telephone number and email
address) from at least three similar projects with similar requirements that
have been completed within the past five (5) years and that have involved the
staff proposed to work on this project. Provide a description of the work
performed.
BC Services is pleased to present the following references. We encourage you to
contact our references to confirm that partnering with BC Services ensures
exceptional service, quality and results, year after year.
Client Name City of Longmont
Contact Name and Title Ian Rowlands / Utilities Manager
5. A list of any and all legal disputes, mediations, arbitrations, and/or lawsuits in
which you or your firm has been involved in the last five (5) years, include
details related to the current status and/or outcome.
BC Services has an A+ Better Business Bureau rating and has never been fined,
censured, or reprimanded by any governing authority for failure to comply with the
FDCPA or any other federal or state regulations.
6. Describe the methods and timeline of communication your firm will use with
the City’s Project Manager and other parties.
At BC Services, we customize our implementation process as well as our methods of
communication to fit the individual needs of our clients. We can accommodate any
method of communication with The City’s Project Manager and other parties
including in-person meetings at The City’s respective locations.
Sample Implementation Calendar
Telephone Number (303) 651-8664
Email Address ian.rowlands@longmontcolorado.gov
Established Relationship 1964
Description of work
performed Utility and municipal collection services
Client Name Blackhills Energy
Contact Name and Title Kimberly Schneider / Manager Customer Finance
Telephone Number (605) 721-2546
Email Address kimberly.schneider@blackhillscorp.com
Established Relationship 2004
Description of work
performed Utility collection services
Client Name City of Westminster
Contact Name and Title Amy Goetz / Emergency Medical Services Division
Telephone Number (303) 658-4546
Email Address agoetz@cityofwestminster.us
Established Relationship 2009
Description of work
performed Ambulance collection services
Bad Debt Implementation Plan Projected Target Date
Completed
Responsible
RFP Schedule
RFP Issuance City 3/29/2017
Question Deadline BCS/City 4/10/2017
Proposal due date BCS 4/24/2017
Interviews BCS/City 5/24/2017
Design Phase I
Award of contract City 5/29/2017
Implementation meeting/conference call scheduled BCS/City 6/1/2017
Identify responsibilities of key personnel and key contacts BCS/City 6/1/2017
Identify and set testing schedule for file layouts and file transfers BCS/City 6/1/2017
Initial review of all customized collection workflow to include:
Customized letters and scripting, skiptracing strategy, scoring
strategy, credit bureau reporting and legal strategy BCS/City 6/1/2017
Design Phase 2
Initial Test Files Sent/Received BCS/City 6/2/2017
Translation and Programming of Test Files BCS 6/5/2017
Strategic review of all collection letters and notices BCS 6/7/2017
Document requirements and implement customizations for
reporting, data transmission, and other requirements BCS 6/7/2017
Establish expectations of daily, weekly, and monthly client service
needs and communications BCS/City 6/7/2017
Design Phase III
Complete testing of all interfaces between BC Services and The
City to include system access and file transfers BCS/City 6/9/2017
Confirm programming of file transfers BCS 6/12/2017
Confirm statement, invoicing, and remittance requirements BCS/City 6/12/2017
Train collectors on City requirements, goals, mission, vision, and
values BCS 6/13/2017
Validate all data and programming BCS 6/13/2017
Initial placement is sent for collections City 6/15/2017
7. Present an organizational chart depicting Contractor’s ability to work accounts
and handle the reporting requirements outlined in the RFP. The chart should
include pertinent managers, managers’ years of experience in collections, and
number of staff that will be collecting on the portfolio. Include the relationship
of the project leader to management and to support personnel.
Please see Exhibit “C” for Organizational Chart.
7. For your firm, provide the number of collectors and supervisors of collectors
that are experts in the federal and state statutes, regulations and guidelines
governing the collection industry.
All members of the BC Services collection staff are experts in the federal and state
statutes, regulations and guidelines governing our industry.
BC Services employs:
Position Title Number of
Employees
Average Tenure Certifications
Collector 32 7.4 ACA Certified Collector,
MDHBA Certified
Collection Supervisor 7 10.2 ACA Certified Collector,
MDHBA Certified
Legal Trainer 2 8.3 ACA Certified Collector,
MDHBA Certified
Collection Manager 1 5.0 ACA Certified Collector,
MDHBA Certified
VP of Collections 1 19.6 ACA Certified Collector,
MDHBA Certified
Corporate Trainer 1 17.8 ACA Certified Collector,
ACA Certified Instructor,
MDHBA Certified
8. Describe the means by which collectors are kept abreast of developments in
the collection industry for which this RFP is submitted and describe what
formal training is offered.
Our training program is managed our Vice President of Collections, Sandy Garcia,
our Collection Manager, Blake Boettcher and our Corporate Trainer, Tina Johnson,
an ACA International Certified Trainer. Sandy, Blake and Tina conduct ongoing staff
training, as does our Compliance Supervisor and General Counsel, Brett Riley.
Following is an overview of our new hire and ongoing training programs.
All new employees receive 80 hours of mandatory training, regardless of previous
experience, which includes federal collection laws, state collection laws,
communication techniques, and more. After the initial training period, each recovery
team member spends an additional 80 hours making supervised consumer calls with
their section leader and manager. All employees are required to sign confidentiality
contracts ensuring compliance with client privacy and federal and state laws. All
representatives are certified through the ACA Educational Program. All
representatives are tested on FDCPA compliance.
BC Services is a true leader in continuing education and features numerous in-house
seminars including Collectors Aren’t Born, They Are Trained; Advanced Skiptracing;
The Do’s and Don’ts of FDCPA; Legal Eagles; Champion Leadership; Courage to
Succeed Teambuilding; and more.
All collection team members are tested daily using Knowledgelink. Each individual
must answer a set of random questions that include topics on TCPA, FCRA, FDCPA,
State Regulations, and our policies and procedures. Results are reviewed and
employees are retrained if their scores fall below 80%.
9. Contractor should demonstrate the ability to reconcile AR account inventory
and loan account inventory between City and Contractor by submitting
detailed procedures for reconciliation.
An effective reconciliation process is required to ensure data is properly consumed
by transaction monitoring systems, while identifying any potential missing files. BC
Services conducts a monthly reconciliation of inventory for each of our bad debt
collection clients. Upon receipt of a complete Inventory File from The City, BC
Services will utilize this file to determine any type of discrepancy that may exist. Our
reconciliation process identifies the following scenarios:
Missing placements
Missing payments/balance discrepancies
Accounts that have been cancelled by BC Services, but not cancelled by The
City
The results are provided to the City through our secure FTP site each month.
10. Provide evidence of ability to bond and insure as required.
F. Sustainability/TBL Methodology
In no more than two (2) pages please describe how your organization strives to be
sustainable in the use of materials, equipment, vehicles, fuel, recycling, office practices,
etc.. Address how your firm incorporates Triple Bottom Line (TBL) into the workplace,
see below in Section IV: Review and Assessment for additional information.
BC Services is committed to utilizing the TBL methodology in our everyday business practices.
We feel that the three pillars of the TBL methodology are a key component to good corporate
citizenship through sustainability.
People
Our philosophy is when our employees are excited to come to work in the morning, enthusiasm
will show in their work, and in turn, our business will thrive. We begin with investing in our
employees. We invest in education programs, mentoring and new opportunities to show our
employees that we are committed to their success. Monetarily, our employees are provided
with a very competitive benefits and salary package. This in turn, drives our employees to
commit to the success of our organization as a whole.
BC Services average tenure is more than 8 years. The average tenure of our management
team exceeds 15 years.
Environmental Commitment
Every aspect of our gorgeous newly constructed 30,000 square foot facility was designed with
energy efficiency in mind. Below is a list of energy efficient and environmentally conscious
design attributes of the BC Services’ site and building:
The building is located and oriented on the site to maximize views and daylighting for the
interior space.
Much of the site is landscaped with native seed in efforts to conserve water.
Low flow plumbing fixtures are utilized to conserve water.
The interior space is laid out in a way that pushed the majority of enclosed rooms toward
the center of the building, while keeping the perimeter wall open. We maximized the
exposure to natural daylight to significantly reduce the demand for artificial lighting and
energy consumption.
The building was provided with continuous R-13 insulation at all exterior walls and
continuous R-20 insulation over the roof for energy conservation.
All windows are constructed of highly efficient Low-E-Glazing glass that allows natural
daylight to penetrate the space while insulating the building in the winter, and blocking
the sun’s radiation during the summer to reduce the demand for cooling.
Profit
But BC Services sees profit as only one part of a business plan. BC Services is a conservative,
fiscally responsible private corporation.
G.
Cost and Work Hours
In your response to this proposal, please provide the following:
1. Details of the proposed collection fee structure for services. Proposals shall
include a collection fee percentage as well as a collection fee percentage when
litigation is required. Details related to all reimbursable expenses should also
be included.
BC Services Proposed Fee Structure
100% of Primary Account
Placements 21%
100% of Primary Account Placements
(Legal) 28%
100% of Secondary Collections 35%
100% Secondary Collections with
Legal 40%
50% of Primary Account Placements 23%
50% of Primary Account Placements
(Legal) 30%
There are no set up fees or separate ancillary fees.
2. Provide information on cost for litigation services and what those services
entail.
All costs associated with litigation are included in the above proposed contingency
fee structure. BC Services fronts all court costs and filing fees. The first monies
collected are applied to these costs.
3. Sample invoice showing detailed costs and how they are calculated.
BC Services has the ability to remit payment electronically through an electronic
funds transfer or by a hard copy check. Invoices can be provided in a Gross or Net
remittance format according to the preference of The City.
Sample Invoice
4. Schedule of Rates: Provide a schedule of billing rates by category of
employee and job title to be used during the term of the Agreement. This fee
schedule will be firm for at least one (1) year from the date of the Agreement.
Include a per meeting rate in the event additional meetings are needed.
BC services works solely on a contingency fee basis and all proposed contingency
fees are all inclusive. There are no additional fees or costs that would be charged to
The City
5. All direct costs (i.e. printing, postage, etc.) specifically attributed to the project
and not included in the billing rates must be identified.
BC services works solely on a contingency fee basis and all proposed contingency
fees are all inclusive. There are no additional fees or costs that would be charged to
The City.
H. Additional Information
Provide any information that distinguishes Agency from its competition and any
additional information applicable to this RFP that might be valuable in assessing
Agency’s proposal.
To tell you all the ways in which The City can benefit from partnering with BC Services in this
contract would take an encyclopedia’s volume of pages. So we have zeroed in on a few of the
highlights in the following sections.
In-House Expert Collector Training
At BC Services, we pride ourselves on employing and training the most responsive and
respectful account representatives to manage your inventory. We know that carefully selected
and highly trained employees lead to a positive consumer experience. We constantly work to
improve the consumer service experience for all of our clients through extensive training and
certifications for our employees.
Our training programs are conducted by our in-house ACA International certified trainer. Our
representatives are well-versed on all federal and state laws on collection services and are
tested and retested on those laws continually. Our representatives have experience working
with consumers to answer their questions to resolve their outstanding debt.
Compliance Assured
In today’s ever changing regulatory environment, we know the importance of regulatory
compliance for our clients. BC Services has a fully integrated, technologically sophisticated
compliance management system. We ensure your accounts are handled properly and that you
are up-to-date with all regulatory changes that may affect your accounts. BC Services uses
state-of-the-art technology to ensure compliance including:
Call recording
Call monitoring
Speech analytics
Consumer compliance tracking software
Employee training software
Unsurpassed Data Analytics
At BC Services we believe: “If It Moves, We Measure It.” Our dedicated data analytics
department proactively works with our clients to provide reports that matter to you. We monitor
and track all facets of your inventory to provide you up-to-date information and data that helps
improve your accounts receivable inventory and to helps you improve customer service to your
consumers.
Speech Analytics
Out state-of-the-art call recording and speech analytic software is the same software trusted by
the Consumer Financial Protection Bureau. We monitor our friendly team of account
representatives to make sure they are compliant with all federal and state laws, and we are able
to provide you with recordings of any and all phone calls for your audit and review.
Professional Practices Management System (PPMS) Certified
BC Services achieved PPMS industry certification from the ACA International governing body
on November 8th, 2004. The ACA’s “Professional Practices Management System” (PPMS) is
based on ISO 9002, the internationally recognized quality management standard founded upon
sound management principles. The purpose of the ACA’s PPMS program is to promote
continuous improvement of planned work services through increased knowledge and skills of
agency members. Our company was the 21st overall agency certified by ACA International.
Level 1 PCI DSS Compliant
Level 1 PCI DSS Compliance was achieved by BC Services this year. It is very rare to find an
agency that will go the full distance regarding compliance and data security like BC Services.
This $100,000+ investment made by BC Services to become Level 1 PCI DSS Compliance
allows the most rigorous controls to be applied to client and consumer data making BC Services
a viable low risk partner.
Explain any concerns Agency may have in maintaining objectivity in recommending the
best solution for Utilities. All potential conflicts of interest must be disclosed.
BC Services has no concerns relating to this scope of work or this Request for Proposal and
has no conflicts of interest.
Exhibit A
Proposal Acknowledgement
Exhibit B
Colorado State License
Exhibit C
Organizational Chart
Not available for public viewing