In the aftermath of the Ferguson Report, local courts face increased scrutiny when it comes to collecting fines and fees. Considering the ongoing funding crisis local governments face, this revenue still plays a critical part in operational budgets – despite the new stigma. As such, courts must take extra care to ensure ethical practices while still optimizing recovery efforts in order to manage their limited resources and remain compliant.
This post is the last in a four-part series that identifies the key steps to ensuring ethical and compliant court collections.
Part Four: Collections Partner
In the previous post, we began to outline considerations for courts when looking to third-party services or technologies for payment plan management. In this post, we will take the third-party service option one step further and discuss the benefits of utilizing a collections partner. For many local government entities FTE resources are limited; outsourcing collections efforts can prove to be a cost-effective solution.
1. Resources
The first area where pairing with a collections partner can provide a benefit is in the number of resources they bring to the table. This means more than just experienced staff. Collections is their business and therefore they have all the tools necessary to facilitate the best returns. From expansive database assets with consumer contact information to the technologies needed to provide account access and self-service payment options — a good collection partner will have all the resources readily available for the court’s accounts.
2. Reputation
Since collections is their business, partnering with a third-party means the court can benefit from their reputation for service. The court can have its pick of collection partners and should choose one with the right industry certifications and recognition. Professional Practice Management System Certification (PPMS) from ACA International, for example, illustrates a high standard for industry best practices and compliance. Additionally, the courts can choose a partner that emphasizes the consumer experience, ensuring its citizens are treated with care and reflect the values of the local government.
3. Compliance
In order to maintain business, your collection partner will have strict and proven compliance protocols in place. The partner’s necessary certifications should include Payment Card Industry Data Security Standard (PCI DSS) for data security as well as evidence of a recent Statement on Standards for Attestation Engagements assessment developed by the American Institute of Certified Public Accountants such as an SSAE 18 Type 2 compliance report. This can take the pressure of the courts by ensuring these standards are met. Many collection partners will have additional systems in place, such as call monitoring and speech analytics, to ensure their performance standards and protect the courts from fraud or false claims.
Selecting a good collection partner can be the best utilization of court resources when it comes to fee recovery. Courts can benefit from the experience and resources their third-party partner provides while continuing to monitor performance and ensure the best handling of the citizens they serve.
Download our White Paper: Four Steps to Achieving Compliant and Effective Processes
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