All posts by Ted London

Collections & Recovery The Case For Centralizing Collections in Government

By centralizing collections in government, agencies can increase revenue by tens or even hundreds of millions of dollars each year.
Sep262017

Most tax and revenue agencies have strong collection operations, anchored by a large, dedicated staff of collectors supported by laws that allow for streamlined enforcement actions. Outside of tax agencies you often find departments with significant receivables, but without the mission, authority, or focus on collecting these receivables. Centralizing collections in government is therefore a significant opportunity when we focus on the area of non-tax receivables. In fact, government agencies can increase revenue by tens or even hundreds of millions of dollars each year through centralized collection activities. These new efficiencies also deliver on the challenges that State and municipal governments face to do more with less and to improve the customer experience without increased taxes or additional fees. So Why Centralize? There are many reasons to centralize collection operations: Economies of Scale. Typically, only the tax agency has sufficient debt to get the economies of scale needed to optimize collection operations.... [Read More]

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Collections & Recovery Smart Government Agencies Turn to Next-Gen Customer Comms

Automated communications can increase the quality and quantity of customer engagement for government agencies
Sep142017

Government agencies are often challenged in their effort to optimize communications with their citizens. Most government executives want to increase the frequency and quality of their interactions, but tightening budgets have resulted in fewer interactions, not more. They’ve stopped sending annual booklets, they send fewer reminder notices and wait for consumers to call them rather than proactively reaching out. Reduced communication results in lower compliance and an increase in downstream problems. At the same time, more people than ever are using smart phones (SMS, email and web apps) and other electronic communication tools. Recent data from Deloitte tells us that 77 percent of Americans own a smartphone and its usage is so ingrained in our daily routine that 61 percent of Americans check their smartphone within five minutes of waking up. How long after you wake up do you check your smart phone? With this as a backdrop, it’s no... [Read More]

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