The vendor is required to provide from qualified collection firms to perform debt collection services on delinquent amounts owed to the state.
1. Customer service
- Collection contacts must be performed in a professional and respectful manner
- The contractor must provide detailed information on its customer service record and provisions in place to demonstrate how it will:
• Ensures contacts are handled appropriately and professionally;
• Confirm the accuracy and timeliness of information provided to debtors; and
• Record and resolve customer complaints
- Additionally, state is comprised of many cultures which require different approaches for providing exceptional customer service experiences.
- Please provide detailed information about how your firm will:
• Locate debtors across the state
• Engage debtors in a manner that will encourage them to address the account(s) in question
• Develop workable ability to pay models
- Gross remittance of collection
• The obligation recovery center (ORC) shall add a twenty percent (20%) collection charge on placements referred to the contractor.
• The contractor agrees that all funds collected, including the collection charge, shall be immediately deposited in the trust account maintained by the ORC.
• In turn, the ORC will pay any applicable negotiated collection fees to the contractor in accordance with the prompt payment act, SDCL chapter the processes and forms to be used for such remittances shall be prescribed by the ORC.
• The ORC will pay the contractor seventeen percent (17%) of the debt referred and collected
• Reliant capital solutions, LLC will invoice the contractor on a monthly basis for actual costs of all letter, skip tracing, and telephony services incurred on the accounts assigned to the contractor.
- ORC responsibilities
• THE ORC shall establish and maintain a debt management system to compile the information provided by referring entities, to track collection efforts for all debt referred to the center, to cross-reference and identify debtors for collection purposes, and to maintain all information provided or collected from all sources concerning addresses, financial records, and any other information useful to the center.
• The ORC will use the collection software platform managed by reliant (referred to as the “ORC platform”) as the debt management system.
• This system will act as the system of record, be used for the receipt of debts, and to monitor and manage the entire collection process including the following:
1. Receipt of debt;
2. Accounting functions including cost recovery and collection charge fees;
3. Payment allocation and distribution (trust account for all debtor payments to be deposited into);
4. Provide the following standard reports: assignment report, inventory report, stipulated payment report, account closure report;
5. Work with the contractor to develop custom reports which the contractor may need from time to time in order to properly perform collection activities.
6. Additionally, the ORC will provide the contractor with an ad hoc reporting tool for developing custom reports;
7. Adjustments;
8. Correspondence;
9. Payment agreements including automated monitoring;
10. Incoming and outgoing telephone calls;
11. License suspension and revocation process;
12. Outside collection agency management;
13. Assigning accounts to third-party debt collection agencies;
14. Accounting and reconciliation functions with third-party debt collection agencies;
15. Auditing third-party debt collection agencies for compliance;
16. Skip tracing; and
17. A consumer payment portal for receiving payments from debtors
18. ALL debtor payments will be processed and deposited in a trust account maintained by the ORC.
• the ORC will provide a point of contact/manager of the process.
• The ORC will provide meeting sites when necessary.
• The ORC will initially respond to inquiries or requests from the contractor within one (1) business day or as otherwise agreed.
• The ORC will collect statistical information regarding contractor’s performance to aid the contractor and ORC in developing strategic debt placement or assignments.
• This information will be made available to the contractor monthly.
• The ORC will provide information specific to the accounts assigned to the contractor to aid in the collection of accounts.
• The ORC will be available for consultation throughout the contract.
- Contract Period/Term: 1 year
- Mandatory Virtual Pre-Proposal Conference Date: March 26, 2025
- Questions/Inquires Deadline: April 04, 2025