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Marketing Your Program to Decision Makers

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

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Marketing Your Program to Decision Makers

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  1. Marketing Your Program to Decision Makers Charlie Helms North Carolina Department of Revenue

  2. 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

  3. Collection Programs - 4 Keys to Success • Cost effective treatment streams • Be easy to do business with • Maximize data and information available about debtors • Effective goal setting and management reporting

  4. 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

  5. 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

  6. 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

  7. 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

  8. 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

  9. 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

  10. 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

  11. Managing relations with decision makers “It’s not personal, it’s business! … It’s not personal, it’s business!” -Tom Hagan, The Godfather

  12. 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

  13. 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

  14. 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

  15. 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

  16. 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

  17. 2010 Legislative Agenda • FIDM (Financial Institution Data Match) • E-Garnishment • Expanded refund offset • State vendor payment offset • Accelerated collection process

  18. 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

  19. 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?

  20. Contact Information • Charlie Helms, • Director, Collection Division • Charlie.helms@dornc.com • Collection Division Administration • PO Box 27431, Raleigh, NC 27611 • (919) 715-6468 (Office) • (919) 280-4935 (Mobile)

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