Overdue Billing and Payment Servicing Solution Services

The vendor is required to provide overdue billing and payment servicing solution services for the facilitation of the collection and payment of overdue utility bills.
- Program development and modeling:
- Design and build a proposed solution to cause delinquent in paying customers a mechanism to pay overdue bills through a strategy that directly communicates to the customer and provides a mechanism to cause customers to resolve their utility charges; the modeling should include:
• Communication scenarios
oDevelop scenarios and test for most effective communication channels
oDeploy trained model based on scenario results
• Data quality/cleansing
oValidation customers’ bill payment status prior to outreach
oAbility to identify and/or address data issues in the communication channel
• Implementation
oUsing historical billing data, develop the model against agency customer behaviors
oRefine the model via targeted variations impacting customer behavior
oThrough the model, the best strategy solution is determined
• Define roles, cooperation
oSpecify the roles and responsibilities required to support the determined model
- Data collection results and analysis
- Test the proposed model on a subset of agency customers to gauge response.
- Vendor to provide analytics of model tests for documenting results including forecasts on the ability to reduce overdue bills; activities include but are not limited to:
•Run scenarios, small groups testing
•Analyze behavior
•Make incremental changes for ‘tweaking’ the model
- Modeling refinement to agency customer response
- The model test results, refine the model to increase customer awareness through a customized communication strategy and payment alternatives that promote overdue bill reduction; elements of the deployed strategy could include:
•Communication methodology strategy
oTime of reminder
oCommunication channel
oTone of voice
•Billing/payment alternatives strategy
oE-bill adoption
oPayment of bill
oTake rate on payment arraignments (agency offerings as well as any additional vendor-propose payment plan)
- Implementation
- Based on the model testing results, deploy the solution across the agency portfolio refining through:
•launch model beyond test groups (incrementally or full, vendor recommendation requested)
•develop and align agency-centric process flows
•On a regular basis (≈ every 9-12 months) reassess the model for enhancement
- Reports and/or administrative dashboard
- Systemic methodology for the monitoring of solution activity; parameters could include:
•Communication activity
•Payment methodology take rate
•Financial results of overdue debt collection