marketing your program to decision makers
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Marketing Your Program to Decision Makers. Charlie Helms North Carolina Department of Revenue. Agenda. Building a successful program Capturing and using performance data Managing relations with elected officials and other decision makers Building and making your case - PowerPoint PPT PresentationTRANSCRIPT
Marketing Your Program to Decision Makers
Charlie HelmsNorth Carolina Department of Revenue
Agenda
• Building a successful program• Capturing and using
performance data• Managing relations with
elected officials and other decision makers
• Building and making your case• Share your experiences
Collection Programs - 4 Keys to Success
1. Cost effective treatment streams
2. Be easy to do business with
3. Maximize data and information available about debtors
4. Effective goal setting and management reporting
1. Cost Effective Treatment Streams
• Every case is not the same!
• Determine collection flows using
– Debtor’s Risk and the
– Potential Yield of case
• Automate collection actions
• Enhance cost effectiveness and reduce complaints
2. Be Easy to Do Business With
• The carrot verses the stick– Penalty waiver policy
• Make it easy to pay!– Web and IVR enabled EFT and credit card
payments
• Bank drafted payment plans– Web and IVR enabled, applying business
rules and restrictions
• “Firm but Fair” collection philosophy
3. Maximize Debtor Data
• Information is the Life Blood of collections!
• First choice methods– Data warehousing integrated with
collections systems– Acquire regular feeds of data from various
sources into warehouse
• Subscription services
Data Management on the Cheap
• MS Access databases– Great, cheap way to compile, compare
and use data feeds from various sources– Many recent college grads have basic
Access skills– Can be built and maintained by “Non-IT”
resources
Potential Data Sources
• County records• IRS information• State tax• Unemployment
insurance• State motor vehicles• State/local vendor
payment files • Postal service• Free web sites
• Subscription services• Financial institution
ticklers (FIDM)• Statewide lien &
judgment records• Credit bureaus• State wildlife
licenses• Internal info• The list is endless
4. Effective Goal Setting and Management Reporting
• Don’t be afraid to set goals!
• “You get what you measure” … “If you don’t measure it, it’s not important”
• Be careful … watch for unintended consequences!
• Mainframe performance data can be manipulated with reporting applications such as SAS or MS Access
• Build score-card and dashboard reports
Managing Relations with Decision Makers
• Determine key decision makers– May not be as obvious as you think– Legislative/Executive branch staff are
often key
• Provide first class constituent services
• Use all interactions as relation building opportunities
• Be patient and persistent
Managing relations with decision makers
“It’s not personal, it’s business! … It’s not personal, it’s business!”
-Tom Hagan, The Godfather
Building and Making Your Case
• What’s the Big Idea?– Explore many options for improvement
• Build business case– Determine costs (if any)– Determine return on investment (ROI)– Look for other agencies where similar
methods have been successful
• Design your “blue-print” for accomplishing your objective
Calculating ROI
• Investment (costs) / Benefits (collections) = ROI– For every $1 expended, the state will receive
$XX in additional revenues– Also, look at average collection
• Consider using a “Marginal Rate” of increase to compensate for law of diminishing returns
Field Office Collections Yield Average
Collection per employee
e Durham 8,351,612.31 20.400 755,422.22
e Elizabeth City 4,804,246.75 25.504 1,054,590.75
e Fayetteville 13,709,714.79 32.081 1,246,337.71
e Greenville 7,928,551.44 24.358 1,049,367.10
e Raleigh 19,538,073.78 34.102 1,373,770.81
e Rocky Mount 4,925,889.11 19.804 820,981.52
e Wilmington 10,041,910.52 21.648 832,969.54
Eastern Region $ 69,299,998.70 26.288 $ 1,042,976.57
w Asheville 12,006,943.87 28.619 1,200,694.39
w Charlotte 28,805,624.10 20.626 810,158.18
w Greensboro 17,114,082.57 19.604 814,956.31
w Hickory 11,947,273.74 21.810 888,640.20
w Interstate Collection Unit 18,104,341.45 66.117 2,586,334.49
w Winston-Salem 7,178,959.79 17.328 717,895.98
Western Region $ 95,157,225.52 24.244 $ 981,002.32
Statewide Field Office Totals $ 164,457,224.22 25.065 $ 1,006,196.48
Average per month $ 27,409,537.37 25.065
Average per office $ 12,650,555.71 25.065
Average per employee $ 1,006,196.48 25.065
Funding Options
• Appropriations – Traditional method
• Fees– Fees for “services” – Fee assessed at point in collection process
• Benefits based funding– Typically used for large IT projects
Solicit Support
• Include key stakeholders in developing plan– Do your homework internally– Include any external agencies/businesses
impacted by change– Negotiate up-front with the expected
loudest voices of opposition
• Work with friendly decision makers to support and promote plan
• NC’s Large Projects– Project collect 1 (2001)– Collection assistance fee (2001)– New call center (2002-03)– Project collect 2 (2005)– Enhanced garnishment and other
law changes (2007)– TIMS project (2008-2012)
• New technology infrastructure (CA fee & appropriations funded)
• Collection case management System (2009-2011) (Benefits funding)
– 2010 legislative agenda
2010 Legislative Agenda
• FIDM (Financial Institution Data Match)• E-Garnishment• Expanded refund offset• State vendor payment offset• Accelerated collection process
GREATPeople Talk
About IDEAS
AVERAGEPeople Talk
AboutTHINGS
SMALLPeople Talk
AboutOTHER PEOPLE
Summary
• Build a creditable program/Be a credible leader
• Gain support of decision makers using data
• Develop great ideas and build your case using data
Discussion
• What examples do you have of influencing decision makers?
• What has been key to your success in influencing decision makers?
• What questions do you have for me or your colleagues?
Contact Information
•Charlie Helms, Director, Collection [email protected]
•Collection Division AdministrationPO Box 27431, Raleigh, NC 27611(919) 715-6468 (Office)(919) 280-4935 (Mobile)