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Pre-Agreement
AGREEMENT THIS AGREEMENT made and•entered into at Tampa, Florida, thisl±Jday of`4 , 2009, A.D. by and between the CITY OF TAMPA, a municipal corporation organized and existing under the Laws of the State of Florida, hereinafter referred to as "City", whose address is the Municipal Office Building being at 306 E. Jackson Street, 2E, Tampa, FL 33602 and Penn Credit Corporation hereinafter referred to as "Contractor", whose address is 916 S. 14"' Street, Harrisburg, PA 17104. In consideration of the mutual stipulations, agreements, and covenants herein contained, the parties hereto have agreed and hereby agree with each other or their executors, administrators, heirs or successors, and assigns, as follows: FIRST: Contractor shall at its own cost and expense furnish the services described below and all material, equipment, tools, and labor of every description necessary for and to carry out in good, firm, substantial and workmanlike manner the following work as specified in the Contract Documents consisting of this Agreement and: (X) City's Request for Proposal (RFP) for Citywide Debt Collection Services, RFP #61081108 and addenda (X) Penn Credit Corporation Supplements (X) Penn Credit Corporation Proposal (X) Penn Credit Corporation Certificate of Insurance SECOND: Upon the faithful performance of this Contract work by Contractor, City shall pay Contractor for work performed and labor furnished at the prices set forth in Contractor's executed Proposal. THIRD: Contractor shall abide by, comply with, duly perform, and be bound by each and every one of the terms, provisions, conditions, and agreements contained in the Contract Documents. FOURTH: Contractor shall not transfer or assign this Contract without the prior written approval of City; and, during the progress of the work, Contractor shall comply with applicable Federal and State laws, and County and City ordinances and will hold the City harmless from any and all liabilities, damages, or costs arising out of any claim sustained by reason of default or neglect of Contractor. FIFTH: Contractor shall commence the work and shall faithfully prosecute said work to its full completion within the number of days set forth in the Proposal. SIXTH: City shall have the right to determine all questions as to the performance, completion, and other matters set out in the Contract Documents. SEVENTH: In the event of conflict between this Agreement and other Contract Documents that accompany the Agreement or are incorporated by reference in this Agreement, the provisions of this Agreement will, to the extent of such conflict, take precedence unless such document expressly states that it is amending this Agreement. 1 of 2 Page - 1 - IN WITNESS WHEREOF, the parties have hereunto set their hands and seals, and such of them as are corporations have caused these presents to be signed by their duly authorized officers. ATTEST APPROVED AS TO LEGAJ, SUFFICIENCY: MARCELLA T. HAMILTON ASSISTANT CITY ATTORNEY ATTEST: (SEAL) CORPORATE SECRETARY CITY OF TAMPA BY PAM IORIO, MAYOR PENN CREDIT CORPORATION CO 'ACTOR BY: BY: g<;hc,--6 • 7crn�hC TYPE OR PRINT TITLE: ‘k)C'c ,<1 n- " (Pres., V-Pres., Partner, Owner) Corporation Q6 Partnership ( ) Individual ( ) Incorporated in the State of If business is individually owned, you must sign before two (2) witnesses: WITNESS: WITNESS: If doing business under a fictitious name, you must submit a copy of your Certificate of Registration and a copy of the Legal Notice which appeared in a newspaper. 1 OF 2 Page-2- CITY OF TAMPA Pam Iorio, Mayor Purchasing Department 'Gregory K. Spearman, CPPO Purchasing Director July 9, 2008 REQUEST FOR PROPOSALS (RFP) FOR CITYWIDE DEBT COLLECTION SERVICES Pursuant to Chapter 69-1119, Spedal Acts, Laws of Florida, sealed proposals for CITYWIDE DEBT COLLECTION SERVICES, RFP #61081108 will be received by the Director of Purchasing, City of Tampa, until 2:30 PM (EST) AUGUST 11, 2008 then to be opened and read aloud. A pre -proposal conference will be held on JULY 21, 2008 Cal 9:30 AM at the City of Tampa Purchasing. Department, 306 E. Jackson Street, Tampa, FL 33602. The purpose of this conference is to answer questions that may arise from these proposal documents. If you are unable to attend the pre -proposal conference, questions must be submitted to Linda Johnson via email or fax within 24 hours of the pre -proposal conference. Attached are important instructions and specifications regarding responses to this Request for Proposal. Failure to follow these instructions could result in Proposer disqualification. Questions regarding this proposal should be referred to: Linda Johnson, Senior Procurement Analyst. Questions shall be submitted by email to linda.johnson(c�i tampagov.net or by fax at 813/274-8355. Submission of proposal responses by mail, hand delivery or express mail, must be in a sealed envelope with the Proposer's name and return address indicated. Type or print the RFP Number and RFP Title on the carrier envelope. Proposals may be mailed, express mailed or hand delivered to: City of Tampa Purchasing Department Bid Control Division 306 E. Jackson Street, 2nd Floor Tampa, FL 33602 The Tampa Municipal Office Building is a controlled access building and all visitors are required to obtain a Visitor's Pass prior to visiting the Purchasing Department. STATEMENT OF NO PROPOSAL If you do not intend to submit a proposal, please complete the information below and retum this form to the address above with the proposal number and title dearly marked on the front of the envelope no later than the opening date indicated above. We dedine to submit a proposal for the following reasons: ( ) Insuffident time to respond; schedule will not permit us to perform. ( ) Unable to meet spedfications; we do not offer this product or an equivalent. ( ) Unable to meet Bond, Insurance, or MSDS requirements. ( ) Unable to meet Affirmative Action requirements. ( ) Spedfications unclear, too tight, or other reason. ( ) Reason for dedining on attached sheet. Company Name: Date: Telephone: Number: Signature: 306 E. Jackson Street, 2E • Tampa, Florida 33602 • (813) 274-8351 • FAX: (813) 274-8355 www.tampagov.net GPC LISTING Hillsborough County Sheriff's Office J. H. Shillady, Fiscal Officer P.O. Box 3371 Tampa, FL 33601 813-247-8033 — Telephone 813-247-8246 — Fax Jshillady@hcso.tampa.fl.us City of Plant City Dave Sollenberger, City Manager Drawer "C" Plant City, FL 33564 813-659-4200 — Telephone 813-659-4216 — Fax citymanager@plantcitygov.com Tampa Port Authority David Webb, Financial Supervisor P.O. Box 2192 Tampa, FL 33601 813-905-5164 — Telephone 813-905-5109 — Fax dwebb@tampaport.com Hillsborough County Aviation Authority Doug Hanlon, Purchasing Manager P.O. Box 22287 Tampa, FL 33622 813-870-8700 — Telephone 813-870-8787 — Fax dhanlon@tampaairport.com Hillsborough County Purchasing Lula Banks, Director P.O. Box 1110 • Tampa, FL 33601 813-272-5790 — Telephone 813-272-6290 — Fax procurementservices@hillsboroughcounty.org City of Temple Terrace Judy Crutcher, Assistant Purchasing Agent P.O. Box 16930 Temple Terrace, FL 33687 813-989-7100 — Telephone 813-989-7185 — Fax jcrutcher@templeterrace.com Hillsborough County School Board Jean Bowman, General Manager, Procurement P.O. Box 3408 Tampa, FL 33601 813-272-4000 — Telephone 813-272-4007 — Fax willie.campbell@sdhc.k12.fl.us Hillsborough Area Regional Transit Authority Cathy Zickefoose, Purchasing Manager 4305 E. 21st Street Tampa, FL 33605 813-623-5835 — Telephone 813-664-1119 — Fax millerr@hartline.org Hillsborough Community College Vonda Melchior, Director of Purchasing 39 Columbia Drive Tampa, FL 33606 813-253-7060 — Telephone 813-253-7561 — Fax vmelchoir@hcc.fl.us State Attorney's Office Mark Ober, State Attorney 800 E. Kennedy Blvd., 5th Floor Tampa, FL 33602 813-272-5400 — Telephone 813-272-7014 — Fax Ober_M@SA013th.com Tampa Sports Authority Joe Haugabrook, Director of Purchasing 4201 N. Dale Mabry Highway Tampa, FL 33607 813-673-4300 -Telephone 813-673-4312 — Fax jhaugabrook@tampasportsauthority.com City of Tampa Housing Authority Jerome Ryans, President/CEO 1514 Union Street. Tampa, FL 33607 813-253-0551 — Telephone 813-4522 — Fax irenew@thafl.com University of South Florida Tom Dibella, Director of Purchasing Division of Procurement 3702 Spectrum Blvd. UTC135-P Tampa, FL 33612 813-974-2481 Telephone 813-974-5362 — Fax tdibella@admin.usf.edu TABLE OF CONTENTS SECTION I. SCOPE OF SERVICES SECTION II. GENERAL CONDITIONS SECTION III. BIDDERS AFFIRMATION AND PROPOSAL SIGNATURE FORMS SECTION IV. SUB -CONTRACTING FORMS ATTACHMENT A. UAD ELEL I RONIC FILE FORMAT ATTACHMENT B. PARKING DIVISION ELECTRONIC FILE FORMAT SECTION I. SCOPE OF SERVICES 1. INTRODUCTION The City of Tampa (City) is seeking proposals from. qualified Company/Firm/Agency for the provision of debt collection services applicable to unpaid and delinquent accounts for various City Departments. The purpose of this Request for Proposal (RFP) is to initiate a process that will result in consolidation and management of Citywide accounts for collection and increase revenue for the City. The City reserves the right at its own discretion to choose multiple Proposers to provide this service. 2. SCOPE This Request for Proposal describes Debt Collection Services for delinquent Utility Payments for Water, Solid Waste, and Wastewater Services for the Utility Accounting Division (UAD), as well as Delinquent Parking Violations for the Department of Public Works, Parking Division. It shall also include other City Departments that may require collection services in the future. Each City Department will have its own requirements, and while the general project requirements will be the same, there will be various differences in the business requirements depending upon the particulars of the business each department conducts. 3. GOAL The City seeks to optimize and take advantage of changes in the collections services industry which may provide an increased recovery of funds due for unpaid and delinquent accounts at a reduced cost on a citywide basis. costs. 4. OBJECTIVES To maximize recovered funds for services provided by various City Departments while minimizing 5. GENERAL COLLECTION SERVICE REQUIREMENTS The following items are required for the collection's project: 5.1 The Successful Proposer must support automated data transfer of account information between the City's systems. and the Successful Proposer's system and must receive the information on accounts turned over for collection in the exact electronic format and frequency in which each City Department currently submits its account information for collections. (See attachments A & B.) 5.2 City has future plans to add a second electronicfile to return payment notifications to Successful Proposer for reconciliation purposes. City will work with Successful Proposer to develop a format that is acceptable to both parties. 5.3 Payments for collections will be made based upon the directions provided by each City Department. 5.4. Checks or payments collected as a result of Successful Proposer's actions and processed by the City which are then returned for insufficient funds or are otherwise not collectable, will result in the account being remanded back to the Successful Proposer. Any fee transaction paid to the Successful Proposer will be reversed from those due the Successful Proposer the following period. 5.5 The Successful Proposer shall meet with the Department Representatives of the City within 30 days of the award to develop specific procedures, report designs, and notices to account holders. The first notices must be mailed no later than 45 days after the first electronic submittal of account holders is received from the City, unless a delayed schedule is authorized by a Department Representative. Multiple parking tickets issued or UAD accounts assigned to a single entity shall be listed on the same notice. 4 The Successful Proposer shall meet periodically with the City of Tampa Departments, when requested, to discuss all services. The Successful Proposer and the City shall mutually establish routine written procedures, within the scope of these specifications, for handling the services described herein. Such procedures are subject to the City's approval. 5.6 The Successful Proposer will provide the City with web search capabilities for transferred delinquent accounts status. 5.7 Successful Proposer will provide monthly electronic status sorted by City Department no later than the 5th business day of every month on each account that will include: • Date of transmittal to Successful Proposer. • Number and types of contacts made to date. • Account identifier as defined by each Department (i.e. UAD: account number; Parking: tag/ticket number, etc.). • Account status. • Status Date (date of last action indicated by last account activity). Other information as may be requested during the initial meeting with the Successful Proposer as specified in this section. 5.8 The City will remit payment to Successful Proposer based upon negotiated rate after the account payment has been received and processed. 5.9 Partial payments will be pro -rated for fee payment to the Successful Proposer. 5.10 The City will send a weekly notification report that identifies accounts paid to the City which includes remittance sorted by City Department. Reconciliation is Successful Proposer's responsibility. 5.11 The Successful Proposershall provide a monthly, electronic reconciliation report by the 5th day of each month for each department. The report will identify all payments to accounts/tickets collected by the City or the Successful Proposer, partial or full payment status, and collection fees. See below . ......... for individual Department information specifics. Other reports and/or information may be requested on an as -needed basis. 5.12 Discrepancies in billing of fees charged and/or amounts paid must be corrected within two weeks of notification of the error, with appropriate adjustment to the subsequent billing period. 5.13 Upon receiving collection payment information, the Successful Proposer . shall immediately post payment information to prevent further notices being sent to the debtor. 5.14 When full payment is received, no further notices shall be sent to the debtor. 5.15 Any account sent to the Successful Proposer may be withdrawn or cancelled by the City at any time upon written, email or fax notification. 5.16 The City expects the Successful Proposer to provide services to the public in a manner that will preserve or enhance goodwill between the public and the City. 5.17 The Successful Proposer shall provide the customer on behalf of the City with account information and a remittance form. 5.18 Such other forms and reports as may be required to be prepared, submitted, filed or otherwise provided by the City to any entity in connection with the operation of its business. 5.19 The Successful Proposer shall provide all material, equipment, statements, envelopes, postage, and personnel to perform all activities resulting from this RFP. 5 6. TRANSFER OF ACCOUNTS At the end of the contract period, the Successful Proposer will be required to transfer all uncollected accounts back to the City, at no cost to the City. The City's Department Representatives will coordinate with the Successful Proposer on -the transfer of the accounts. 7. TELEPHONE CONTACT FOR CITY CUSTOMERS To offer better customer service, the Successful Proposer must provide a customer service toll free number during normal business hours for inquires. The Successful Proposer must have bi-lingual staff members to assist the Hispanic community with inquires, and the capability to help the hearing impaired. 8. LOCATION AND COLLECTION METHODS If the address information is incorrect, routine and skip tracing methods shall be utilized to obtain the correct address and the mailing notice sequence should be restarted. Collection methods shall comply with all applicable Federal, State and Local laws with particular attention to the Consumer Credit Protection Act, Fair Credit Reporting Act, Fair Debt Collection Practices Act, Debit Collection Act, HIPAA, Individuals State collection practices and all other applicable laws. 9. CREDIT BUREAU PLACEMENT 9.1 The Successful Proposer shall provide all services related to placement of violator information in Credit Bureau Files. 9.2 The Successful Proposer shall indicate whether credit file placement is an in-house function. If an outside agency is used, the Successful Proposer must identify the firm to be used. 10. MAINTENANCE OF ACCOUNTS 10.1 The City will maintain a list of all accounts placed for collection with the Successful Proposer. 10.2 All accounts that are paid in full will 'be purged from the Successful Proposer's database only after 90 days to allow for adjustment.that may be required for rejected payments or posting errors. 10.3 No unpaid accounts will be purged from the Successful Proposer's database during the award term unless specifically requested in writing by the City. 10.4 The Successful Proposer shall maintain all account information and records in accordance with the State of Florida Retention Record requirements. For additional information go to: www.mvflorida.com, utilizing the search engine, type in: Retention Record Schedule, select General Records Schedule — State Library & Archives. 11. SECURITY 11.1 The Successful Proposer agrees that it will, at all times, protect the City's information and not make it available to any other entity or person than the City, unless so directed by the City in writing. 11.2 All file transfers wi!I be sent utilizing secured file transfer protocol (FTPS) or other methods specified by the City. 6 11.3 All work performed for the City and all City accounts shall remain in the contiguous United States. Outsourcing any services needed to maintain the City's contract including customer service centers outside the United States is prohibited. Failure to comply with this requirement will result in default of contract. 12. ADDITIONAL PROVISIONS 12.1 The City reserves the right to access the Successful Proposer's files for the purpose of a City audit. 12.2 The Successful Proposer at the end of the contract period or termination of the contract shall provide the City an electronic file of all active, inactive accounts and accounts in retention at no additional cost to the City. 13. QUALIFICATIONS The City reserves the right to investigate the qualifications and accomplishments of all Proposers under consideration. The City may require additional evidence of capabilities and other representations made in conjunction with responses to the RFP. This additional evidence may include, but is not limited to, references from Proposer's clients who received similar services. 14. TECHNOLOGY INFORMATION 14.1 Under this section, Proposers are to understand and adhere to standard for information technology currently in use within the City. • Browser Support. If proposed, web -based solutions shall run under Microsoft Internet Explorer utilizing a version no earlier than 6 , with current levels of patch support 15. IMPLEMENTATION/TESTING/ACCEPTANCE 15.1 The Successful Proposer shall prepare an implementation plan detailing the steps to set up, test, and provide training for Collection Services. The plan shall serve as a guide for the overall implementation process and include: • Proposed Implementation Schedule Requirements to Setup/ Define FTPS site • Testing for the weekly/monthly electronic transfer of new delinquent accounts for each City department Testing for the weekly electronic transfer of payments sent by some City • Testing of electronic monthly account status file to be sent to the City • Training and security for web -based account lookup • Identifying procedures to change/cancel a delinquent account • Defining the details of the business rules • Formalizing the contact list for problems/questions • Reviewing sample letters/reports for content • Data Security • 15.2 A checklist will be provided by the City for final acceptance of the service. It will • Final review of the business rules identified in the contract • Final review of all processes identified in the implementation plan 15.3 Service will begin upon the successful implementation and final acceptance of the service by the City. departments include: 7 16. COORDINATION WITH THE CITY The Successful Proposer shall work in close coordination with the City's Department Representative assigned to manage, supervise and approve the collection services process for each department during the contract period. If, during the contract period, the Successful Proposer makes key contact personnel changes, the City has the right to review, accept, and/or reject proposed substitute(s). 17. CONFLICT OF INTEREST The Successful Proposer shall not be allowed to provide any recommendations, equipment, software, or management services to the City that may be recommended for collection services or have any financial or operational ties to any potential vendors. 18. PROPOSER SUBMITTALS The Proposer shall provide the following information: • A detailed Company profile and history. • Company's Retention Record Practices. • Company's Credentials. Describe what expertise or unique capability your Company can provide the City. • Company's collection philosophy and methodology that will be used on City accounts. Explain how the service will be provided to the City. Include all aspects of service quality and factors affecting revenue to the City. • Experience and Qualifications of Personnel. Identify separately the individual(s) who will be responsible for the City's account and their biographies for resumes'. • Explain how questions, problems and disputes are resolved. • Provide a summary of how your Company handles hardship cases. • Provide the Company's computer security capabilities/processes. • How will the Company will protect the City's information and that of the City's customer at all times, making said information available exclusively to the City's Representatives. • Provide samples of notification letters. • Provide samples of reports provided by the Company in relationship to the City's Scope of Services. • Provide Flow Charts of the activities that takes place once the account is with the Company. • List the names of governmental entities your Company is performing Collection Services within the last three years. Include the number of accounts processed annually. • Provide the Company's Emergency Management Plan to continue providing services after a catastrophic event affecting operations. 8 19. CITY DEPARTMENT REQUIREMENTS The following section identifies the specific needs and requirements of each City Department for collection services on delinquent accounts. Each City Department is listed by Division. 19.1 PAYMENT PROCESSING BY DIVISION DIVISION I. UTILITY ACCOUNTING DIVISION For information or communications other than for payments, use City of Tampa, Utility Accounting Division 315 E. Kennedy Blvd. Tampa, FL 33602 For payment information, use: City of Tampa, Revenue & Finance Department 2105 N. Nebraska Avenue Tampa, Florida 33602 Electronic Payment: www.tampagov.net, select from the menu on the left, under Programs & Services, Utility Bill Payments. DIVISION II. PARKING DIVISION City of Tampa Parking Division Parking Violations 107 N. Franklin Street Tampa, Florida 33602 Note: The addresses may be amended from time to time by the City of Tampa Chief Accountant. 20. DIVISION I. DELINQUENT UTILITY SERVICES ACCOUNTS - UTILITY ACCOUNTING DIVISION (UAD). 20.1 UAD BACKGROUND The City provides various utility services (Water, Solid Waste and Wastewater) to properties both inside the City limits of Tampa, and to some properties that are within unincorporated Hillsborough County. The City processes 127,000 billing statements on a monthly basis and collects approximately $16,800,000.00. Funds due the City for the services are payable within 30 days of billing. The City is unsuccessful in collecting anywhere from 350-600 accounts per month, resulting in the accounts being turned over to a collection agency. These accounts are typically in the 4-6 month delinquent range. The total monthly dollar value of the accounts submitted for collection average $140,000. UAD personnel attempt to collect on delinquent accounts prior to the monthly charges becoming three months old by visiting the customer and informing the customer services that will be disconnected for non-payment. The City makes every attempt to collect for non-payment by sending three final statements and a warning letter advising the customer the account will be turned over to a collectionagency prior to the collection agency receiving the account electronically from the City. UAD has had a successful and longstanding relationship with its current collection agency. However, significant time has elapsed since that relationship began. The industry and technology has changed such that the City seeks to leam what economies the industry has to offer. At this time, the existing accounts in collections will remain with the current provider of Collection Services for UAD. 9 20.2 UAD PROJECT REQUIREMENTS In addition to the general requirements under Section 5., the following items are required for the services: 20.2.1 The City shall provide a monthly electronic transfer of delinquent accounts (see format in Attachment A). The transfer will occur approximately on the 12th business day of each month. 20.2.2 The Successful Proposer shall provide a monthly electronic report acknowledging all delinquent accounts received the prior month by the 5th day of each month. 20.2.3 Payments can be accepted by both the Successful Proposer and/or the City. 20.2.4 The City shall provide a weekly electronic report of payments it has received for accounts in collection (see format under Attachment A). 20.2.5 The Successful Proposer shall provide a reconciliation report of all payments and partial payments received by the City and the Successful Proposer for UAD delinquent accounts on a monthly basis by the 5th day of each month, along with the corresponding customer account information. 20.2.6 The Successful Proposer will pay the amount of all full and partial payments collected for the City each month, less the negotiated fees attributed to those payments and the payments collected by the City. The City will remit payment to the Successful Proposer in the event that negotiated fees exceed net collections during a month. 20.2.7 If a delinquent account for Utility Accounting Division is paid to the City due to a customer's meter having been locked/removed or a move/new service required, the Successful Proposer does not get fee payment on that account. 20.2.8 The City shall communicate and correspond with the Successful Proposer about delinquent accounts using the UAD account number as the primary identifier. 21. DIVISION II. DELINQUENT PARKING VIOLATIONS- PARKING DIVISON In addition to the general requirements under Section 5. the following items are required for the services: 21.1. BACKGROUND The Parking Division is responsible for collecting parking fees and fines pursuant to Chapter 15 of the City of Tampa Municipal Code. Specific to this responsibility, the Parking Division collects fees for daily parking at City -owned and operated parking facilities. The Parking Division accepts payment of such fees through credit card, check and currency. In the event the Parking Division receives a payment in the form of an insufficient check for daily parking fees, the Division currently pursues additional collection measures through the use of written correspondence mailed to the address of the check -writing party. In the event that the party elects not to respond to the written correspondence, the insufficient check balance is eventually written off as uncollectible. 10 In addition to the collection of daily parking fees, the Parking Division is responsible for issuing fines for parking violations throughout the City of Tampa. In the event that such fines are not remitted to the City in accordance with prescribed payment schedules, the Parking Division must pursue additional measures through the use of debt collection service in an effort to collect the fine amounts. As of this time, 184 checks are outstanding, resulting in a face value of $6,726 in uncollected parking fees. Additionally, 66,808 citations that have been issued between 2004 and 2008 are pending collections with the Parking Division's current debt collection service provider. These citations have a face value of approximately $2,104,454. In addition to the general information provided above, the Parking Division seeks a Successful Proposer to provide the following services: • Debt collection procedures and meetings with both parties • Name and address searches of bad debt parties • Data transfer (placement) • Routine and skip tracing of bad debt parties - partial information • Mailing notifications by collection agency • Telephonecontacts with City and bad debt parties • Billing and payment procedures • Maintenance of historical and transactional databases • Credit Bureau placement/recording 21.2 PARKING DIVISION: DATA TRANSFER 21.2.1 The Successful Proposer must utilize and maintain historical and transactional databases that are accurate. These databases shall be subject to audit by the City. 21.2.2 The City shall provide a weekly electronic transfer of delinquent tickets with vehicle, name and address information (see format under Attachment B). The record layout shall be identical for all tickets, both in -state and out-of-state. The out-of-state records will have no name and address values. 21.2.3 The City shall provide a weekly electronic transfer of payments made to tickets that have been placed for collection (see format under Attachment B). 21.2.4 Any tickets placed with the Successful Proposer that are identified as Government or Diplomat vehicles will be cancelled and no fee charged. 21.3 PARKING DIVISION: PROCESSING AND REPORTING OF PAYMENTS RECEIVED 21.3.1 All payments shall be made directly to the City of Tampa Parking Division. 21.3.2 For assigned tickets that are collected as the result of the City's Immobilization (booting) or Administrative Hold processes, the standard collection fee may not be charged; however, a processing fee will be paid to the Successful Proposer for each license tag account that is collected.. The processing fee should reflect the actual administrative cost of processing license tag accounts in the. Successful Proposer's collection database. End of Section I 11 SECTION II. GENERAL CONDITIONS 1. GENERAL INFORMATION 1.1 Proposal Due Date. Sealed proposals will be received no later than the date and time indicated on page one of this document. Proposals will not be -accepted after this time. The City is not required to seek proposals for this service; it has chosen to do so in its best interest. In so doing, however, the City is not bound to award to the best monetary Proposer. The City reserves the right to seek new proposals when such is reasonably in the best interest of the City. City of Tampa Request for Proposals are issued electronically via DemandStar's eProcurement bid distribution system. Obtaining Request for Proposals through DemandStar will ensure that vendor will have the following capabilities: receipt of Request for Proposals electronically, track the status of award activity, receive addenda, be certified as a minority vendor to meet the City of Tampa's minority certification requirements, receive the results of awards and view plans and blueprints online electronically. Vendors who obtain specifications and plans from sources other than DemandStar-are cautioned that the Request for Proposal packages may be incomplete. The City will not accept incomplete Request for Proposals. Contact DemandStar at 800-711-1712 or visit www.DemandStar.com/supplier for more information. 1.2 Addendum and Amendment to RFP. If it becomes necessary to revise or amend any part of this RFP, DemandStar will provide notification of the Addendum to all prospective Proposers who received an original RFP from DemandStar (Those who are on the Plan Holders List). Addenda will be posted and disseminated by DemandStar at least five days prior to the bid opening date. Bidders registered as obtaining printed bid documents directly from the City's Purchasing Office will receive Addenda via mail or facsimile from DemandStar. The City will not accept incomplete proposals. It will be the responsibility of the Proposer to contact DemandStar prior to submitting a proposal to ascertain if any addenda have been issued, to obtain all such addenda, and to retum the executed addenda with the proposal. 1.3 Florida Public Records Law. In accordance with Chapter 119, Florida Statutes, and, except as may be provided by other applicable State and Federal laws, all Proposers should be aware that the RFP and all responses thereto are in the public domain and are available for public inspection. The Proposers are requested, however, to identify specifically any information contained in their bids/proposals which they consider confidential and/or proprietary, inclusive of trade secrets as defined in s. 812.081, Florida Statutes, and which they believe to be exempt from disclosure, citing specifically the applicable exempting law. All proposals received in response to this RFP will become the property of the City of Tampa and will not be returned. In the event of an award, all documentation produced as part of the contract will become the exclusive property of the City. All materials that qualify for exemption from Chapter 119, Florida Statutes or other applicable law must be submitted in a separate envelope, clearly identified as "EXEMPT FROM PUBLIC DISCLOSURE with your firms name and the proposal number marked on the outside. The City will not accept bids/proposals when the entire proposal is labeled as exempt from public disclosure. Be aware that the designation of an item as exempt from public disclosure by a Proposer may be challenged in court by any person or entity. By designation of material in your proposal as exempt from public disclosure, Proposer agrees to defend the City of Tampa (and its employees, agents and elected and appointed officials) against all claims and actions (whether or not a lawsuit is commenced) related to Proposer's designation of material as exempt from public disclosure and to hold harmless the City of Tampa (and its employees, agents and elected and appointed officials) for any award to a plaintiff for damages, costs and attorneys' fees, and for costs and attorneys' fees incurred by the City by reason of any claim or action related to you designation of material as exempt from:public disclosure. Note: Acknowledgement of the Florida Public Records Law must be submitted with the proposal, under Section I. General Conditions, Section 3. Content of Proposal, Tab 2. 1.4 City Of Tampa Ethics Code. The Bidder shall comply with all applicable governmental and city rules and regulations including the City's Ethics Code which is available on the City's Website. (City of • Tampa Code, Chapter 2, Article VIII. - Section 2-522) Moreover, each Bidder responding to this Invitation to Bid or Request for Proposal acknowledges and understands that the City's Charter and Ethics Code prohibit any City employee from receiving any substantial benefit or profit out of any contract or obligation entered into with the City, or from having any direct or indirect financial interest in effecting any such contract or obligation. The Awardee shall ensure that no City employee receives any such benefit or interest as a result of the award of this Invitation to Bid or Request for Proposal. (City of Tampa Code, Chapter 2, Article VIII. - Section 2-514(d)) Please note that the City's Ethics Code may be accessed on the Internet by utilizing the web link below: http://www.tampagov.net/appl Message Center/externaLasp?strServicelD=246 Tampa's municipal codes are published online by the Municipal Code Corporation. Printed copies of the Ethics Code can be obtained from the City Clerk's Office for a fee of $0.15 cents a page. 1.5 Hold Harmless. The Successful Proposer shall agree to release, indemnify and hold harmless the City of Tampa from and against any and all liabilities, claims, suits, damages, charges or expenses (including attorneys' fees, whether at trial or appeal) which the City may suffer, sustain, incur or in any way be subjected to by reason of or as a result of any act, negligence or omission on the part of the Successful Proposer, its agents or employees, in the execution or performance of the obligations assumed under, or incidental to, the contract into which the Successful Proposer and the City will enter, except when caused solely by the fault, failure or negligence of the City, its agents or employees. 1.6 Warranties and Guarantee. The City of Tampa will not accept any disclaimer of the warranties of merchantability and fitness ,for a particular purpose for the products offered. Proposals will clearly state any additional warranties and guarantees against defective materials and workmanship. A copy of the complete manufacturer's warranty statement is to be submitted with the proposal. The material(s) supplied shall be guaranteed to be free from defect of composition, conception and workmanship for a minimum period one-year from the date of installation and final acceptance by the City. Any parts or portions found not in accordance with this RFP will be rejected by the City and returned to the Successful Proposer at the Successful Proposer's expense for immediate replacement. 1:7 Copyrights and Patent Rights. Proposer warrants that there has been no violation of copyrights, patent or other proprietary rights in manufacturing, producing and/or selling the item(s) ordered or shipped as a result of this bid, and Successful Proposer agrees to hold the City harmless from any and all liability, loss or expense by any such violation. 1.8 Laws, Codes and Ordinances. The Successful Proposer shall comply with the applicable requirements of Federal and state laws, all Codes and Ordinances of the City of Tampa as amended from time to time and any applicable professional regulations. 1.9 Assignment and Sub -Contracting. No Awardee shall assign the award or any rights or obligations there under without the written consent of the City. In the event of such approved Sub - Contracting, the Awardee agrees to provide the City with written documentation relative to the Subcontractor(s) solicited, or that will be employed in this award, including but not limited to submittal of attached Schedule of Sub -Contracting forms, with the proposal response. ("Schedule of All Sub- Contractors/Consultants/Suppliers Solicited" MBD 10 and "Schedule of Sub-Contractors/Consultants/Suppliers to be Utilized" MBD 20). Subcontractor shall be defined as: a business enterprise, firm, partnership, corporation, consultant or combination thereof having a direct contract with a prime contractor for any portion of the advertised work that is awarded by the City/City's representative. Supplier shall be defined as: a business enterprise that either directly contracts with a Prime Contractor/Consultant or directly contracts with a Subcontractor under such Prime Contractor/Consultant to provide materials, supplies or equipment in connection with a Contract awarded by the City/City's representative. A Supplier may be a regular dealer, distributor or manufacturer. 1.10 Incurred Expenses. The City is not responsible for any expenses which Proposers may incur in the preparation and submittal of proposals requested by this RFP, including but not limited to, costs associated with travel, accommodations, interviews or presentations of proposals. 1.11 Proposals Binding. All proposals submitted shall be binding for 120 calendar days following the opening. 1.12 Affirmative Action. The provisions of Paragraph 1.12.1 apply, to all Proposers, except that the submission of a written Affirmative Action Program does not apply unless you have been found by the City of Tampa, Florida to have discriminated on the basis of race, religion, color, sex, national origin, sexual orientation, age, handicap, familial status or marital status. 1.12.1 Affirmative Action Requirements. The City of Tampa requires that all awards/contracts exceeding or that can be reasonably expected to exceed a total of $10,000.00 over any period, when the Bidder has fifteen or more employees; and/or all awards/contracts exceeding or that can be reasonably expected to exceed a total amount of $50,000.00 over any period and regardless of the number of employees must comply with the City's Equal Employment Opportunity and Affirmative Action Ordinance. An Affirmative Action Program means a written, results -oriented program meeting the requirements of all applicable regulations, whereby an Awardee/Contractor or Subcontractor makes a good -faith effort to employ women and minorities at all levels of employment, and to treat employees equally without regard to their status as a woman or as a minority. An Affirmative Action Plan is defined as a written narrative plan designed to remedy the effects of underutilization and past discrimination and to assist an employer to achieve its employment goals for women and minorities through good -faith efforts in all areas of employment and contracting. Affirmative Action Programs are reviewed and approved by the City's Minority Business Development Office. Upon approval of an affirmative action program, a certificate of approval, valid for two years, shall be issued to the Awardee/Contractor. 1.12.2 Equal Employment Opportunity Requirements. During the period of this award/contract, said Awardee/Contractor agrees as follows: (a) The Awardee/Contractor shall not discriminate against any employee, or applicant for employment, because of race, religion, color, sex, national origin, sexual orientation, age, handicap, familial status, or marital status. As used herein, the words "shall not discriminate" shall mean and include without limitation the following: Recruited, whether by advertising or other means; compensated, whether in the form of rates of pay, or other forms of compensation; selected for training, including apprenticeship; promoted; upgraded; demoted; downgraded; transferred; laid off; and terminated. The Awardee/Contractor agrees to, and shall post in conspicuous places, available to employees and applicants for employment, notices to be provided by the awarding/contracting officers setting forth the provisions of the EEO clause. (b) The Awardee/Contractor shall, in all solicitations or advertisements for employees, placed by or on behalf of the Awardee/Contractor, state that all qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, sexual orientation, age, handicap, familial status, or marital status. 14 (c) The Awardee/Contractor shall send to each labor union or representative of workers with which the Awardee/Contractor may have a collective bargaining agreement or other contract or understanding a notice advising the labor union or workers' representatives of the Awardee's/Contractor's commitments under the City's equal employment opportunity and affirmative action ordinance and other city code or ordinance and shall post copies of, the notice in conspicuous places available to employees and applicants for employment. The Awardee/Contractor shall register all workers in the skilled trades who are below the journeyman level with the U.S. Bureau of Apprenticeship and Training. (d) The Awardee/Contractor shall furnish all information and reports required by the City and shall permit access to the books, records, and accounts of the Awardee/Contractor during normal business hours for the purpose of investigation so as to ascertain compliance with the equal opportunity and affirmative action ordinance and program. (e) The Awardee/Contractor shall, specifically or by reference, include the provisions of paragraphs (a) through (h) of this equal opportunity clause in every subcontract or purchase order so that such provisions will be binding upon each Subcontractor or Vendor. (f) The Awardee/Contractor and its Subcontractors, if any, shall file compliance reports at reasonable times and intervals with the City in the form and to the extent prescribed. Compliance reports filed at such times directed shall contain information as to employment practices, policies, programs and statistics of the Awardee/Contractor and its Subcontractors. (g) The Awardee/Contractor shall take such action with respect to any Subcontractor as the City may direct as a means of enforcing the provisions of paragraph (a) through (h) herein, including penalties and sanctions for noncompliance. (h) A finding, as hereinafter provided, that a refusal by the Awardee/Contractor or the Subcontractor to comply with any portions of this program as herein provided and described, may subject the offending party to the penalties provided in Sections 26.5-141 and 26.5-178 of the City Code. 1.12.3 Affirmative Action Requirements. No applicable award/contract shall be made/executed on behalf of the City unless at least one of the following requirements is met: (a) The workforce reflects local labor pool demographics. The Awardee/Contractor has demonstrated that its workforce reflects the demographic characteristics of the available pool of labor skills normally utilized by the Awardee/Contractor, based on the United States Equal Employment Opportunity Commission (EEOC) and the Office of Federal Contract Compliance Program (OFCCP) guidelines, as they may be amended, and that each applicable Subcontractor has met one of the requirements of this section. If an Awardee/Contractor or Subcontractor has the applicable Tampa -area workforce, it shall meet this requirement if its Tampa -area workforce reflects local demographic characteristics of the available pool of labor skills. (b) Equal employment opportunity clause and affirmative action program. The Awardee/Contractor has demonstrated good -faith efforts to comply with section 25.6-176 of the ordinance and has an existing affirmative action program to be submitted to and approved by the City. The Awardee/Contractor must demonstrate that each Subcontractor has met one of the requirements of this section. An affirmative action program shall be approved if it is pursuant to an order of a federal court with jurisdiction over the Awardee's/Contractor's employment practices, or if it meets the standard of the EEOC and OFCCP guidelines, as they may be amended. 1.12.4 Other Requirements. Each Bidder shall submit any information required by the ordinance in duplicate to the Director of Purchasing as part of the bid documents. Each Bidder shall file, as part of the documents of such award/contract, employment information in such form as may be required by the City and shall ensure that each Subcontractor, if applicable, also files such information. 1.12.5 Non -Compliance with Requirements. A determination by the City that the Bidder, Awardee, Contractor, Subcontractor, offeror or vendor fails to comply with the provisions of the Ordinance shall subject the offending party to any or all of the following penalties. 15 (a) Declare the Bidder's bid non -responsive and ineligible to receive the involved award/contract. (b) Withhold from the Awardee/Contractor in violation ten percent of all future payments under the. involved award until it is determined that the Awardee/Contractor is in compliance. (c) Withhold from the Awardee/Contractor in violation all future payments under the involved award/contract until it is determined that the Awardee/Contractor is in compliance. (d) Exclusion from submitting a bid for any future procurement by the City until such time as the Awardee/Contractor demonstrates that it will comply with all of the provisions of the ordinance. (e) Termination, by the City, of the award/contract. For additional information concerning Affirmative Action Programs, contact the Minority Business Development Office at 813/274-5543 or 813/274-5522, 2. QUESTIONS REGARDING SPECIFICATIONS OR PROPOSAL PROCESS 2.1 To ensure fair consideration for all Proposers, the City prohibits prospective Proposers' communication with any department or employee during the submission process. Questions relative to the interpretation of specifications or the proposal process shall be addressed to the City during the pre -proposal conference. Additionally, the City prohibits communications initiated by a Proposer with any City official or employee evaluating or considering the proposals prior to the time an award decision has been made, except as initiated by the appropriate City official or employee in order to obtain information or clarification needed to develop a proper, accurate evaluation of the proposal. Communications so initiated by a Proposer may be grounds for disqualifying the offending Proposer from consideration for award of the proposal and/or any future proposal. 3. CONTENT OF PROPOSALS 3.1 Proposals should be prepared simply and economically, providing a straightforward, concise description _ of the Proposer's ability to fulfill the requirements of the proposal. Failure to follow these instructions could result in your proposal. being disqualified. 3.2 Provide one original proposal marked "original", one electronic version on CD or disk and seven complete copies marked "copy" for the Evaluation Committee. If applicable, provide one redacted copy of the proposal with the original following the instructions stated under. Section I. General Conditions, Section 1. General Information, Subsection 1.3 Florida Public Records Law. In order to insure a uniform review process and to obtain the maximum degree of comparability, do not use three ring binders to submit the proposal, however, it is required that proposals be organized and fasten or bound in the following manner and identified with tabs: • Title Page. Type the name of Proposer's agency/firm, address, telephone number, name of contact person, date, and the title of the RFP. • Table of Contents. Include a dear identification of the written material by section and by page number. • Tab 1. Addenda. Include a copy of the addendum, or addenda associated with the RFP, if applicable. Incomplete proposals will not be considered. • Tab 2. Florida Public Records Law. Include a written acknowledgement of the Florida Public Records Law requirements from Section II. General Conditions,,Section 1. General Information, Subsection 1.3. 16 • Tab 3. Response to Proposal. Specifically state the Proposer's understanding of the work to be accomplished and make a positive commitment to perform the work in Section I. Scope of Services. • Tab 4. Section I, Scope of Services. Include all the requirements and/or documentation requested under Section I. Scope of Services, Section 17, Proposer Submittals. • Tab 5. References. Include a reference list of at least three clients to whom. the Proposer has provided services similar to those being proposed to the City. This list will include the following information: Name of Client Date of Services Address Contact Person Telephone Number Email Address • Tab 6. General Statement of Experience. Include a written, verifiable statement of experience in providing and managing similar services. If the Proposer does not possess an experience similar to the services required, Proposer shall provide any pertinent information or experience Proposer feels may qualify Proposer for consideration of award. • Tab 7. Operational Plan. Include a narrative description and/or organizational chart outlining the methods of operation, operational structure, and services to be provided by the Proposer. This description should fully and completely demonstrate the Proposer's intended methods for servicing the requirements. Proposers are also encouraged to provide any other pertinent information that will assist the City in evaluating the proposed method of operation. • Tab 8. W/MBE Participation. The City of Tampa administers a Women/Minority Business Enterprise (W/MBE) Program to promote the inclusion of W/MBE Companies in procurement solicitations and contract awards. Thus the City is actively encouraging participation in this project by City Certified W/MBE Companies. To obtain a list of the City's Certified W/MBE Companies, visit the City's website at: www.tampagov.net, select Purchasing Department, from the menu select Minority Business Development and select Publications. W/MBE Certified Companies directories are listed by Type of Services and by Company Names. If you need further assistance, please contact Ardail Alien C.C.A., W/MBE Specialist at (813) 274- 5542. • Tab 9. SBE Participation Goal. In an effort to promote increased opportunities for Small Business Enterprise (SBE) participation, the City has determined that a rating preference shall be awarded to City -certified SBE firms when evaluating and scoring their proposal. There shall be five bonus points given under the evaluation process for each City of Tampa certified SBE firm. The Proposer must be SBE certified prior to the opening date and time of the RFP and must submit a copy of their SBE Certificate in the proposal. To learn more about the City's SBE Program or to obtain a SBE application to become certified prior to submitting a proposal, go to the City's website at www.tambagov.net, go to "Select a Department" and select Minority Business Development; or you can contact Ardail Allen C.C.A., W/MBE Specialist at (813) 274-5542. The current listing of certified SBE firms registered with the City of Tampa is also available by following the steps above and selecting Publications to view the City -certified SBE Companies. • Tab 10. Sub -Contracting Forms. Under Section II. General Conditions, Section I. General Information, Subsection 1.7 Assignment and Sub -Contracting, the following must be submitted: Schedule of. Sub -Contracting forms: Form MBD 10 - Schedule of All Subcontractors/Consultants/ Suppliers Solicited. Form MBD 20 — Schedule of Subcontractors/Consultants/Suppliers to be Utilized. 17 • Tab 11. Compensation. Submit a Recovery Fee Schedule to include Percentages on past due accounts (i.e. 60 days, 90 days, 120 days, etc.); Credit Bureau Placement Fee; Credit File Placement Function; In House or Outside Agency (provide names(s)) Placement Processing Fee; and any other fee associated with this service in Section I. Scope of Services. Itemize additional fees, expenses and any optional costs separately, if applicable. The City recommends the Proposer and its staff assigned to provide services for the City to include travel expenses, if applicable, in the proposal price. If the Proposer requests separate reimbursement at the time of service, the Proposer shall comply with the City's current travel policy and per diem of Breakfast $8.00, Lunch $12.00, Dinner $18.00, and current IRS mileage reimbursement rate. • Tab 12. Bidder's Affirmation and Declaration. Complete and have notarized the Bidder's Affirmation and Declaration form provided in the RFP Package. This form must be signed by an authorized representative of the firm as defined below. • Tab 13. Proposal Signature Form. Complete the Proposal Signature form provided in the RFP Package. This form must be signed by an authorized' representative of the firm as defined below: When Proposer is a corporation, the president or vice president signing shall set out the corporate name in full beneath which he/she shall sign his/her name and give the title of his/her office. The proposal shall also bear the seal of the corporation attested by its corporate secretary. When the Proposer is a partnership, the proposal shall be signed in the name of the partnership by a general partner or other person duly authorized to bind .the partnership. The capacity and authority of the person signing shall also be given. When the Proposer is an individual or sole proprietorship, the proposal shall be signed by the individual owner, stating name and style under which the Proposer is doing business. If the Proposer is doing business under a fictitious name, the Proposer must submit a copy of Certificate of Registration with the Florida Secretary of State. When the Proposer is a joint venture, each joint venturer must sign the proposal as hereinabove indicated. 4. EVALUATION OF PROPOSALS 4.1 A Proposal Evaluation Committee will be established to review and evaluate all proposals submitted in response to this RFP. The Committee shall conduct a preliminary evaluation of all proposals on the basis of the information provided and other evaluation criteria as set forth in this RFP. All proposals submitted will be evaluated by the evaluation committee and will be ranked by the criteria provided in this RFP, including the following: Recovery Fees/Cost to the City Firm's Experience and Qualifications Personnel Responsiveness to the Scope of Services References SBE Participation, if applicable 4.2 The evaluation committee will first review each proposal for compliance with the minimum qualifications and mandatory requirements of the RFP. Failure to comply with any mandatory requirements may disqualify a proposal. 4.3 Proposals will be evaluated and rated based on the criteria stated in this RFP, including but not limited to the following: 4.3.1 Responsiveness of the Proposal to the scope of work. 18 4.3.2 Ability, capacity, and skill of the Proposer to perform the scope of work. 4.3.3 Experience of the business and individual members of the business in accomplishing similar services. 4.3.4 • -Responses of the client references. 4.3.5 Such other information that may be required or secured. 4.4 The City reserves the following rights to: 4.4.1 Conduct pre -award discussion and/or pre-award/contract negotiations with any or all responsive and responsible Proposers who submit proposals determined to be reasonably acceptable of being selected for award; conduct personal interviews or require presentations of any or all Proposers prior to selection; and make investigations of the qualifications of Proposers as it deems appropriate, including, but not limited to, a background investigation conducted by the Tampa Police Department or any other law enforcement agency. 4.4.2 Request that Proposer(s) modify its proposal to more fully meet the needs of the City or to furnish additional information as the City may reasonably require. 4.4.3 Accord fair and equal treatment with respect to any opportunity for discussions and revisions of proposals. Such revisions may be permitted after submission of proposals and prior to award. 4.4.4 Negotiate any modifications to a proposal that it deems acceptable, waive minor irregularities in the procedures, and.reject any and all proposals. 4.4.5 Process the selection of the Successful Proposer without further discussion. 4.4.6 Waive any irregularity in any proposal, or reject any and all proposals, should it be deemed in its best interest to do so. The City shall be the sole judge of Proposers' qualifications and reserves the right to verify all information submitted by the Proposers. The proposal selected will be that proposal which is judged to be the most beneficial to the City. 4.5 Financial Statements. The City reserves the right to request that Proposers submit their annual financial statements for the last three fiscal years, including company financial statement summaries, certified by a Certified Public Accountant. If the organization has been in business for a period of less than three years, Proposers may be required to submit a detailed business plan in addition to any pertinent information that would allow the City to evaluate the sufficiency of financial resources and the ability of the business to successfully perform the services enumerated in the contract. Unless otherwise stated, such requests would be made after the submission of the proposals and prior to award ofa contract. 5. CONTRACT REQUIREMENTS 5.1 Basis of Award. A contract will be awarded to the most responsible and responsive Proposer whose proposal meets the needs of the City to the best degree. 5.2 Contract Term. The period of the contract shall be for five years from the effective date of the award, and may be renewed automatically under the same terms and conditions unless either party provides 90 days advance written notice to the contrary prior to the contract anniversary date. 5.3 Non -Appropriation Of Funds. In the event no funds or insufficient funds are appropriated for expenditures under this award, the City will notify the Successful Proposal in writing of such occurrence and the award shall terminate without penalty or expense to the City on the last day of the fiscal year in which sufficient funds have been appropriated. 5.4 Award Termination. When deemed to be in the best interest of the City, the City may cancel any award resulting from this specification by the following means: 19 10-day written notice with cause; or 30-day written notice without cause. 5.5 Addition/Deletion. The City reserves the right to add to or delete any service/item from this proposal or resulting agreements when deemed to be in the best interest of the City. 5.6 Proposal Prices. Prices quoted in the proposal shall include any and all shipping costs, shipped F.O.B. Tampa, FL, or to the facility location specified by the requestor or the purchase order. All taxes of any kind and character payable on account of the work done and materials furnished under the contract shall be paid by the contractor and shall be deemed to be included in the proposal. The laws of the State of Florida provide that sales tax and use taxes are payable by the Contractor upon the tangible personal property incorporated in the work and such taxes shall be paid by the Contractor and shall be deemed to have been included in the proposal. The City is exempt from all State and Federal sales, use and transportation taxes. Proposal prices include all royalties and costs arising from patents, trademarks and copyrights in any way involved in the work. Whenever the Awardee is required or desires to use any design, device, material or process covered by letters of patent or copyright, the Awardee shall indemnify and save harmless the City, its officers, agents and employees from any and all claims for infringement by reason of the use of any such patented design, tool, material, equipment or process, to be performed under the contract, and shall indemnify the City, its officers, agents, and employees for any costs, including litigation costs and attorneys' fees through the appellate process, expenses and damages which may be incurred by reason of any infringement at any time during the prosecution or after the completion of work. 5.7 Government Purchasing Council. Hillsborough County Government Purchasing Council members, may at their discretion or option, utilize this bid as they require. Estimated quantities for Hillsborough County GPC members have not been included in the Bid Response form. Purchases by these entities may increase the value of the award. A list of the members of the GPC is contained within this bid document. 5.8 Use of State Contract, GPC, Or Cooperative Purchasing Bids. The City of Tampa reserves the right to utilize applicable State of Florida Contracts, GPC Bids, or those contracts of any other federal, state, or local governmental entity under the terms of a bid submitted to such entity, provided that such contract is procured in compliance with the procuring entity's law, bylaws, regulations, or ordinances regarding competitive solicitation, which must provide for full and open competition for any items covered by this specification when the use of same is in the bestinterest of the City of Tampa. 5.9 Payment. Full payment will be made by the City after receipt and acceptance of materials/services, invoices, Sub-Contractors/Consultants/Suppliers Payments form (if applicable), and normal processing time --approximately 30 days in total. The City does not pay service charges on late payments; however, the City is subject to Florida's Prompt Payment Act. (See Section 218.70 . - 218.79, Florida Statutes.) 5.10 Minimum Wage Amendment. The Awardee shall comply with the minimum wage requirements as required in Article X, Section 24, Constitution of the State of Florida as of May 2, 2005. The rate of wages for all persons employed by the Awardee on the work covered shall not be less than the rate of wages required by the Fair Labor Standards Act (Public Law 104-188) enacted August 20, 1996. 5.11 Invoicing. The Awardee shall furnish the City complete itemized invoices for work performed. Invoices are to reflect the prices stipulated on the purchase order and as outlined in this bid/proposal itemizing parts, labor hours, materials, etc. The City will not accept an aggregate invoice. As part of the award process, the City may request a sample invoice. Invoices shall contain, but not be limited to the following information: • Invoice number; • Company Name; • City work order number (if applicable); • Purchase order number; 20 • Location and dates of work; • Cost of work as stated on Bid Response and extended price to reflect total cost for number of times work was performed. 5.12 Default/Re-award. Any contract resulting from this specification may be cancelled by the Director of Purchasing in whole or in part by written notice of default to the Contractor upon non-performance or violation of contract terms, including the failure of the Contractor to deliver materials or services within the time stipulated in this specification, unless extended in writing by the Director. of Purchasing. In the event a contract is cancelled because of the default of the Contractor, the Director of Purchasing may: (i) purchase the materials or services spedfied in this specification on the open market; or (ii) make an award to the next best Proposer and establish the period of such award, provided such period is no longer than the award period set forth in this specification. 5.13 ' Convicted Vendor List (Public Entity Crime). A person or affiliate who has been placed on the convicted vendor list following a conviction for a public entity crime may not submit a bid on a contract to provide any goods or services to a public entity, may not submit a proposal on a contract with a public entity for the construction or repair of a public building or public work, may not submit proposals on leases of real property to a public entity, may not be awarded or perform work as a contractor, supplier, subcontractor, or consultant under a contract with any public entity, and may not transact business with any public entity in excess of the threshold amount provided in Section 287.017 for Category Two ($10,000.00 and greater) for a period of] 36 months from the date of being placed on the convicted vendor list. [See Florida State Statute 287.133 2 a 6. INSURANCE REQUIREMENTS During the life of the award/contract the Awardee/Contractor shall provide, pay -for, and maintain insurance with companies authorized to do business in Florida, with an A.M. Best rating of B+ (or better) Class VI (or higher), or otherwise be acceptable to the City if not rated by A.M. Best. All insurance shall be from responsible companies duly authorized to do business in the State of Florida. All liability policies shall provide that the City is an additional insured as to the operations of the Awardee/Contractor under the award/contract including the Additional Insured endorsement, the Waiver of Subrogation endorsement, and the Severability of Interest Provision. In lieu of the additional named insured requirement, if the Awardee/Contractor's company has a declared existing policy which precludes it from including additional insureds, the City may permit the Contractor to purchase an Owners and Contractors Protective Liability policy. Such policy shall be written in the name of the City at the same limit as is required for General Liability coverage. The policy shall be evidenced on an insurance binder which must be effective from the date of issue until such time as a policy is in existence and shall be submitted to the City in the manner described below as applicable to certificates of insurance. - The insurance coverages, limits, and endorsements required must be evidenced by a properly executed Acord 25 Certificate of Insurance form. Each Certificate must be manually signed by the Authorized Representative of the insurance company shown in the Certificate with proof that he/she is an authorized representative thereof. Thirty days' written notice must be given to the City of any cancellation, intent not to renew, or reduction in the policy coverages, except in the application of the aggregate liability limits provisions. Should any aggregate limit of liability coverage be reduced, it shall be immediately increased back to the limit required by the award/contract. The insurance coverages required herein are to be primary to any insurance carried by the City or any self-insurance program thereof. Within ten working days of receipt of notification of intent to award, the successful Bidder/Proposer shall provide the City of Tampa Purchasing Department the required Acord 25 Certificate of Insurance form. Failure to furnish by the loth working day may disqualify Bidder/Proposer as non -responsible, unless the due date is extended by the Director of Purchasing or the Designee. The City may waive any or all of these requirements based on the specific nature of goods or services to be provided under the award/contract. The Awardee/Contractor will be required to provide and pay for the following: a. Commercial General Liability Insurance shall be provided on the most current Insurance Services Office (ISO) form or its equivalent. The amount of Commercial General Liability insurance shall not be less than the amount specified. 21 $1,000,000 per occurrence and a $2,000,000 general aggregate. b. Automobile Liability Insurance shall be maintained in accordance with the laws of the State of Florida, as to the ownership, maintenance, and use of all owned, non -owned, leased, or hired vehicles. The amount of Automobile Liability Insurance shall not be less than the amount specified. (a) $500,000 combined single limit each occurrence bodily injury & property damage. (b) $1,000,000 combined single limit each occurrence bodily injury & property damage. The letter preceding the limits of coverage indicates the insurance required for the type of award based on Total Proposal Price: (a) under $100,000 (b) $100,000 and over c. Worker's Compensation and Employer's Liability Insurance shall be provided for all employees engaged in the work under the award, in accordance with the laws of the State of Florida. The amount of the Employer's Liability Insurance shall not be less than'the amount specified. Worker's Compensation: Florida Statutory Requirements Employer's Liability: (a) $500,000 bodily injury by accident and each accident, bodily injury by disease policy limit, and bodily injury by disease each employee. (b) $1,000,000 bodily injury by accident and each accident, bodily injury by disease policy limit, and bodily injury by disease each employee. The letter preceding the limits of coverage indicates the insurance required for type of award based on Total Proposal Price: (a) under $100,000 (b) $100,000 and over These amounts apply except as otherwise exempt by Florida State Statute. d. Excess Liability Insurance (Umbrella Policy) may compensate for a deficiency in general liability, automobile, or worker's compensation insurance coverage limits. Note: The City of Tampa uses Ebix Services Group to manage its insurance certificates and related documentation. Upon insurance expiration, Ebix staff will notify the Awardee to request updated insurance certificate(s) and endorsement(s). Rev. 5/16/07 End of Section II 22 SECTION III. BIDDER'S AFFIRMATION AND PROPOSAL SIGNATURE FORMS BIDDER'S AFFIDAVIT Before me, the undersigned authority who is duly authorized by law to administer oaths and take acknowledgements, personally appeared • AFFIANT'S NAME Who, after being duly cautioned and sworn, and being fully aware of the penalties of perjury, does hereby depose and declare, on his own behalf or as a representative on behalf of a partnership or corporation, or other entity that is the Bidder in the matter at hand, as follows: 1. That the Bidder, if a natural person, is of lawful age. 2. That if the Bidder is a partnership, or a corporation, or other legal person or entity recognized in the State of Florida, it has complied with all laws and ordinances governing the formation and continued existence of such entities, including but not limited to, if a Florida corporation, to the filing of its Articles of Incorporation with the Florida Secretary of State and if a corporation incorporated under the laws of a state other than Florida, that it is duly authorized to do business in the State of Florida; that it is currently an active corporation or entity fully authorized to do business; and that the undersigned is representative of the corporation or entity authorized to make this affirmation and declaration and who has the power to bind said corporation or entity. 3. That if the Bidder is operating under a fictitious name, Bidder has currently complied with and any and all laws and procedures goveming the operation of businesses under fictitious names in the State of Florida; 4. That the Bidder has not submitted a rigged Bid, nor engaged in collusive bidding, or a collusive bidding arrangement, or fraudulent bidding, or entered into a conspiracy in connection with this bid with any other natural person, partnership, corporation or other entity making a bid on the same project. The Bidder has not entered into any understanding or agreement with any other person or entity where one or more such persons or entities agrees not to bid or fixing the prices to be bid. 5. Bidder has not offered or provided incentives to the homeowner for this Bid that are not specified in the scope of work. This includes, but is not limited to, additional repairs, additions,_ upgrades, appliances, equipment and/or cash. In the event that the City determines that the Bidder has participated in any collusive, deceptive or fraudulent practices in derogation of the statements in this Affidavit the City, in addition to any other remedy it may exercise, will have the right to debar the Bidder from participating in the City's Owner Occupied Rehabilitation Program and notify HUD of its debarment. 6. That the Bidder is not in arrears to the City of Tampa upon debt or contract and is not in default, as surety or otherwise, of any obligation to the City, Hillsborough County or the State of Florida 7. That no officer or employee of the City, either individually or through any firm, corporation or business of which he/she is a stockholder or holds office, shall receive any substantial benefit or profit out of the contract or award to this Bidder; nor does the Bidder know of any City officer or employee having any financial interest in assisting the Bidder to obtain, or in any other way effecting, the award of the rehabilitation contract to this Bidder. 8. That, by submitting this bid, the Bidder certifies that he/she has fully read and understands the bid method and has full knowledge of the scope, nature, and quality of work to be performed or the services to be rendered. 23 FURTHER AFFIANT SAYETH NOT. Bidder: Complete the applicable Acknowledgement for An Individual Acting In His Own Right, A Partnership or A Corporation, according to your firm type. FOR AN INDIVIDUAL ACTING IN. HIS OWN RIGHT State of County of The foregoing instrument was acknowledged before me this day of 20__, by who is personally known to me or who has produced identification and who did (did not) take an oath. Signature of Notary Public Signature of Affiant Notary Public State of: My Commission Expires: Printed, typed or stamped Commissioned name of notary public Printed or typed name of Affiant FORA PARTNERSHIP State of County of The foregoing instrument was acknowledged before me this day of 20_, by who is a partner on behalf of , a partnership. He/She is personally known to me or has produced identification and did (did not) take an oath. Signature of Notary Public Signature of Affiant Notary Public State of: My Commission Expires: Printed, typed or stamped Printed or typed name of Affiant Commissioned name of notary public 24 FOR A CORPORATION State of County of The foregoing instrument was acknowledged before me this day of 20 by who is of (Title). (Corporation Name) a corporation under the laws of the State of , on behalf of the said corporation. He/She is personally known to me or who has produced identification and who did (did not) take an oath. Signature of Notary Public Signature of Affiant Notary Public State of: My Commission Expires: Printed, typed or stamped Printed or typed name of Affiant Commissioned name of notary public 25 PROPOSAL SIGNATURE FORM FOR CITYWIDE DEBT COLLECTION SERVICES In compliance with this RFP and to all the conditions imposed herein, the undersigned offers and agrees to provide RFP# 61081108, CITYWIDE DEBT COLLECTION SERVICES, in accordance with the attached signed proposal, or as mutually agreed upon by subsequent negotiation. This completed Proposal Signature form must be submitted with the Proposer's written proposal and will become a part of any agreement that may be awarded. This Proposal Signature Form must be signed by an authorized representative as defined in Section II. General Conditions, Subsection 3. Content of Proposal of this RFP. If the Proposal Signature Form is not signed by an authorized representative or submitted with the proposal, the proposal is considered non -responsive. Please type or print: Name of Firm: Address: City: State: Zip: Contact Person: Telephone No.: Fax No.: Email: Type Organization: [ ] Individual [ ] Small Business [ ] Non -Profit [ ]Partnership [ ] Corporation [ ] Joint Venture Attach copies of all such licenses, permits or certificates issued to the business entity. Business is licensed, (unless exempt by applicable law) permitted or certified to do business in the State of Florida: [ ] Yes [ ] No. License # State of FL Corporation ID# (from Sec'y of State): State of FL Fictitious Name Reg.# (from Sec'y of State): Federal I.D. #: Minority Business Status: [ ] Black [ ] Hispanic [ ] Woman Is your business certified as a minority business with any government agency? [ ] Yes [ ] No. If yes, please list below: Agency Name Certification Number Expiration Date Authorized Signature: Date: End of Section III 26 SECTION IV. SUB -CONTRACTING FORMS AND PAYMENT FORM City of Tampa - Schedule of All Sub-(Contractors/Consultants/Suppliers) Solicited Form Contract No,:08-P-01762 Contract Name:Citywide Collection Services Contractor Name: Address: Federal ID: Phone: Fax: Email: [ ] No Sub -Contracting Opportunities existed for this contract. [ ] No Firms were contacted because: [ ] See attached documents. This schedule must be submitted with the bid or proposal. Federal ID Company Name Address Phone Fax Type of ownership (F=Female M=Male) BF BM = African Am. HF HM = Hispanic Am. AF AM =Asian Am. NF NM = Native Am. CF CM = Caucasian Trade or Services NIGP Code if known Contact Method L=Letter F=Fax E=Email P=Phone Quote or Resp. Rec'd YIN • Certification: It is hereby certified that the following information is a true and accurate account of contacts and solicitations and responses for sub -contracting opportunities on this contract. Signed Name/Title MBD 10 rev. 09/07/07 -1 Pg _ of Date: 27 Instructions for completing The Sub-(Contractors/Consultants/ Suppliers) Solicited Form This form must be submitted with all bids or proposals. All subcontractors solicited must be included on this form. Contract No. This is the number assigned by the City of Tampa for the bid or proposal. Contract Name. This is the name of the contract assigned by the City of Tampa for the bid or proposal. Contractor Name. The name of your business. Address. The physical address of your business. Federal ID. FIN. A number assigned to your business for tax reporting purposes. Phone. Telephone number to contact business. Fax. Fax number for business. Email. Provide email address for electronic correspondence. No Sub -Contracting Opportunities existed for this Contract. Checking the box indicates that your business will not use subcontractors and will self -perform all work. If during the administration of the contract you use subcontractors, the "Sub-(Contractors/Consultants/Suppliers) Payments" form must be submitted with your invoices. No Firms were contracted because. Provide brief explanation as to why no subcontractors were used. See attached documents. Check if you have provided any additional documentation relating to the payment data. The following instructions are for information of any and all subcontractors solicited. Federal ID. FIN. A number assigned to a business for tax reporting purposes. This information is critical in proper identification of the subcontractor. Company Name, Address, Phone & Fax. Provide company information for verification of payments. Type of Ownership. Indicate the Ethnicity and Gender of the owner of the subcontracting business. Trade, Services, or Materials (NIGP code if Known) Indicate the trade, service, or material provided by the subcontractor. NIGP codes are available at http:/www.tampagov.net/mbd. Contract Method L=letter, F=fax, E=Email, P=Phone. Indicate with letter the method of soliciting for bid. Quote or Resp. (response) Rec'd (received) Y/N. Indicate "Y" Yes if you received a quotation or if you received a response to your solicitation. Indicate "N" No if you received no response to your solicitation from the subcontractor. If any additional information is required or you have any questions, you may call the Minority Business Development Office at (813) 274-5522. 28 City of Tampa Schedule of Sub-(Contractors/Consultants/Suppliers) to be Utilized Contract No.:08-P-01762 Contract Name:Citywide Collection Services Contractor Name: Address: Federal ID: Phone: [ ] See attached documents. Fax: Email: Federal ID Company Name Address Phone & Fax Type of Ownership (F=Female M=Male) BF BM = African Am. HF HM = Hispanic Am. AF AM = Asian Am. NF NM = Native Am. CF CM = Caucasian Trade, Services, or Materials NIGP Code if known Amount of Quote. Letter of intent if available Percent of Contract Certification: It is hereby certified that the above information itd s a rue anaccurate account of contacts acid solicitations and responses for Sub -Contracting opportunities on this contract. Signed: Date: Print Name/Title: MBD 20 rev. 09/12/07 -1 Pg _ of 29 Instructions for completing The Sub-(Contractors/Consultants/ Suppliers) to be Utilized Form This form must be submitted with all bids or proposals if subcontracting will be performed. All subcontractors projected to be utilized must be included on this form. Failure to submit or fill out this form completely can render your bid or proposal non -responsive. Contract No. This is the number assigned by the City of Tampa for the bid or proposal Contract Name. This is the name of the contract assigned by the City of Tampa for the bid or proposal. Contractor Name. The name of your business. Address. The physical address of your business. Federal ID. FIN. A number assigned to your business for tax reporting purposes. Phone. Telephone number to contact business. Fax. Fax number for business. Email. Provide email address for electronic correspondence. No Firms were contracted because. Provide brief explanation as to why no subcontractors were used. See attached documents. Check if you have provided any additional documentation. relating to subcontractor utilization. The following instructions are for information of any and all subcontractors solicited. Federal ID. FIN. A number assigned to a business for tax reporting purposes. This information is critical for proper identification of the subcontractor. Company Name, Address, Phone & Fax. Provide company information for verification of payments. Type of Ownership. Indicate the Ethnicity and Gender of the owner of the subcontracted business. Trade, Services, or Materials (NIGP code if Known) Indicate the trade, service, or material provided by the subcontractor. NIGP codes are available at http:/www.tampagov.net/mbd. Amount of Quote, Letters of Intent (required for Women/Minority Business Enterprises) Percent of Contract. Indicate the percent of the total contract price the subcontract(s) represent. If any additional information is required or you have any questions, you may call the Minority Business Development Office at (813) 274-5522. 30 City of Tampa Sub-(Contractors/Consultants/Suppliers) Payments Contract No.:08-P-01762 Contract Name:Citvwide Collection Services Contractor Name: Address: Email: Federal ID: Phone: Fax: Pay Period: Payment Number: Total Amount Requested for pay period: orders): [ ] See attached documents. Payment Total Contract Amount (including change [ ] Partial Payment [ ] Final Federal ID Company Name Address Phone & Fax Type of Ownership (F=Female M=Male) BF BM = African Am. HF HM = Hispanic Am. AF AM = Asian Am. NF NM = Native Am. CF CM = Caucasian Trade, Services, or Materials NIGP Code if known Total Sub Contract Amount Paid To Date To Be Paid For This Period $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ Certification: It is hereby certified that the above information is a true Sub —Contractors/Consultants/Suppliers on this contract. Signed: Print Name/Title: DMI form PMT 1 rev. 09/12/07- Pg _ of Date: 31 Instructions for completing The Sub-(Contractors/Consultants/ Suppliers) Payment Form This form must be submitted with all invoicing or payment requests where there has been subcontracting rendered for the pay period. After payment has been made to the subcontractor, "Waiver and Release of Lien upon Progress Payment" and "Affidavit of Contractor in Connection with Final Payment" must be submitted with the amount paid for the pay period. The following will detail what data is required for this form. Contract No. This is the number assigned by the City of Tampa for the bid or proposal Contract Name. This is the name of the contract assigned by the City of Tampa for the bid or proposal. Contractor Name. The name of your business. Address. The physical address of your business. Federal ID. FIN. A number assigned to your business for tax reporting purposes. Phone. Telephone number to contact business. Fax. Fax number for business. Email. Provide email address for electronic correspondence. Pay Period. Provide start and finish dates for pay period. (ex. 05/01/07 — 05/31/07) Payment Number. Provide sequence number for payment requests. (ex. Payment one, write 1 in space, payment three, write 3 in space provided.) Total Amount Requested for pay period. Provide all dollars you are expecting to receive for the pay period. Total Contract Amount (including change orders). Provide expected total contract amount. This includes any change orders that may increase or decrease the original contract amount. See attached documents. Check if you have provided any additional documentation relating to the payment data. Partial Payment. Check if the payment period is a partial payment, not a final payment.. Final Payment. Check if this period is the fmal payment period. The following instructions are for information of any and all subcontractors used for the pay period. Federal ID. FIN. A number assigned to a business for tax reporting purposes. This information is critical in proper identification of the subcontractor. Company Name, Address, Phone & Fax. Provide company information for verification of payments. Type of Ownership. Indicate the Ethnicity and Gender of the owner of the subcontracting business. Trade, Services, or Materials. (NIGP code if Known) Indicate the trade, service, or material provided by the subcontractor. NIGP codes are available at http:/www.tampagov.net/mbd. Total Subcontract Amount. Provide total amount of subcontract including change orders. Paid to Date. Provide all dollars paid to subcontractor for all payment periods prior to this pay form. To Be Paid for this Period. Provide dollar amount requested for the pay period. ( Remember "Waiver and Release of Lien upon Progress Payment" and "Affidavit of Contractor in Connection with Final Payment" must be submitted with the amount paid for the pay period after you have paid your subcontractors. If any additional information is required or you have any questions, you may call the Minority Business Development Office at (813) 274-5522. End of Section IV 32 UAD ELECTRONIC FILE FORMAT (REQUIRED) ATTACHMENT A City of Tampa UAD System Data description for collection accounts electronically transmitted (FTP) to agency: Fixed format file Record Length 245 File name 'PWSP.MSSF810.Collect.Agncy' Created monthly Account # numeric (11) Customer name character (30) Mailing address Address line 1 character (30) Address line 2 character (30) City character (20) State character (02) Zip code character (09) Service location address Address line character (30) City character (20) State character (02) Zip code character (09) Account final date numeric (06) 'yymmdd' Last Payment date numeric (06) 'yymmdd' Total Amount due numeric (11) S9(9)V99 Last four digits of Social Security Number, when available (approx. 75% of accounts) numeric (9) Home Phone number numeric (10) Business Phone number numeric (10) 33 PARKING ELECTRONIC FILE FORMAT Parking Ticket System Collections for Delinquent Tickets Process Weekly Collection Agency delinquent tickets record descriptions: File Name=PWSP.PVS.AGENCY.TURNOV.G####V00 Record Length = 255 RECORD 1. (BATCH RECORD) 01 WS-AGENCY-BATCH-REC. 05 BATCH-REC-TYPE 05 BATCH -HEADER 05 BATCH-TURNOV-DATE 05 BATCH -NO -OF -TICS 05 BATCH -CLIENT -INFO 05 FILLER RECORD 2. (DATA RECORD) ATTACHMENT B PIC 9(02) 00 PIC X(08) 'BATCH650' PIC 9(08) CCYYIMIMDD PIC 9(08) PIC X(30)'CITY OF TAMPA, PARKING DIVISIO' PIC X(199) 01 WS-AGENCY-DEBTORS-REC. 05 BATCH-REC-TYPE 05 DEBTOR -TIC -NO 05 DEBTOR -TIC -ISSUE -DATE 05 DEBTOR -TIC -NOTICE -DATE 05 DEBTOR -TIC -TIME -ISSUED 05 DEBTOR -VIOLATION -CODE 05 05 05 DEBTOR -TIC -LOCATION 05 DEBTOR -TIC -FINE 05 DEBTOR -TIC -PENALTY 05 DEBTOR-TIC-SCHRG 05 DEBTOR-TIC-PAID-AMT 05 DEBTOR-TIC-AMT-DUE 05 DEBTOR -LAST -PAY -DATE 05 DEBTOR -TAG -NO 05 DEBTOR -TAG -STATE 05 DEBTOR-VEH-MAKE 05 DEBTOR-VEH-TYPE 05 AGENCY -NAME 05 AGENCY-ADDR-STREET 05 AGENCY-ADDR-CITY 05 AGENCY-ADDR-STATE 05 AGENCY-ADDR-ZIP 05 AGENCY -FILLER PIC 9(02) 01 PIC 9(08) PIC 9(08) CCYYMIVIDD PIC 9(08) CCYYMMDD PIC X(05) HHMM PIC X(03) DEBTOR-VIOLATION-DESC PIC X(12) DEBTOR -OFFICER -CODE PIC X(05) PIC X(30) PIC 9(03)V99 PIC 9(03)V99 PIC 9(03)V99 PIC 9(03)V99 PIC 9(03)V99 PIC 9(08) PIC X(10) PIC X(02) PIC X(04) PIC X(02) PIC X(42) PIC X(42) PIC X(26) PIC X(02) PIC X(10) PIC X(01) 34 Weekly Collection Agency Payments to tickets record descriptions: File Name = PWSP.PVS.AGENCY.WKPYMNT.G##4#V00 Record Length = 50 RECORD 1. (BATCH RECORD) 01 WS-AGENCY-BATCH-REC. 05 BATCH-REC-TYPE 05 BATCH -HEADER 05 BATCH-TURNOV-DATE 05 BATCH -NO -OF -TICS 05 BATCH -CLIENT -INFO RECORD 2. (DATA RECORD) PIC PIC PIC PIC 9(02) 00 X(08) 'BATCH660' 9(08) CCYYMMDD PIC 9(08) X(24) 'City of Tampa, Tampa, FL' ATTACHMENT B 01 WS-COLL-PYMNT-REC. 05 BATCH-REC-TYPE PIC 9(02) 02 05 BATCH-REC-FUNCTION PIC X(01). 'A' paid in full, `B' partial payment, 'C' cancellation, `D' adjustment 05 PYMNT-TIC-NO PIC 9(08). 05 PYMNT-TAG-NO PIC X(10). 05 PYMNT-TAG-STATE PIC X(02). 05 PYMNT-TIC-PAID-AMT PIC S9(03)V99 05 PYMNT-LAST-PAY-DATE PIC 9(08) CCYYMMDD 05 FILLER PIC X(14) 35 CITY OF TAMPA O aC'gyg•y ALL FIRMS ON BID LIST REF: City of Tampa RFP, dated RFP for Providing: To Be Opened: SUBJECT: ADDENDUM NO. Gregory K. Spearman, CPPO Purchasing Director July 9, 2008 RFP #61081108 CITYWIDE DEBT COLLECTION SERVICES AUGUST 18, 2008 0 2:30 PM 2 JULY 30, 2008 Please make the following change on the above stated subject. Under Addendum No. 1, please make the following change to question number 16: "16. Q. Historical rate of return or liquidation rate either provided by any incumbent(s) or anticipated as a result of this procurement. A. See answers to numbers 13 & 14 above." If you have submitted a proposal and need to have it returned to you, please call (813) 274-8351. Acknowledgement of the Addendum is required if a proposal is being submitted. Refer to the RFP package under Section II. General Conditions, Section 3. Contents of Proposals, Subsection 3.1, Tab 1. Addenda. Sincerely, Gregory K. Spearman, CPPO Director of Purchasing U/ag 306 E. Jackson Street, 2E • Tampa, Florida 33602 • (813) 274-8351 • FAX: (813) 274-8355 TampaGay www.tampagov.net Kyeckt- Kozimyyawcw .9169 /4L/,.71ec;f ..0ax988 .1 .deLv3 t tc t , ,CA /7108 - 0.988 717 238-7124 February 4, 2009 Linda J. Johnson, CPPB Sr. Purchasing Agent City of Tampa Purchasing Department 306 E. Jackson Street TMOB-2nd Floor East Tampa, FL 33602 RE: RFP # 61081108 Ms. Johnson, We are in receipt of your letter dated today and we understand that the City, interested in utilizing multiple Providers for Citywide Debt Collection Services, has requested Penn Credit to provide collection services under an all-inclusive fixed contingency fee of 15%. Penn Credit agrees to perform Citywide Debt Collection Services including utility and parking accounts for a fixed contingency fee of 15%. Thank you for your •consideration in this matter. Should you require any additional information, please feel free to contact me at 800-800-3328, Since Thomas F. Foley Chief Operating Officer q red(' 4/042 916 .'l. i,t t e/ a 988 ✓(trzuassu, fi r, 17108- 0.988 7/7 . 238-7124 February 3, 2009 Linda J. Johnson, CPPB Sr. Purchasing Agent City of Tampa Purchasing Department 306 E. Jackson Street TMOB-2nd Floor East Tampa, FL 33602 RE: RFP # 61081 108 Ms, Johnson, We are in receipt of your letter dated January 30, 2009 and understand that the City, after reviewing proposal submissions, has decided to exercise the option of choosing multiple agencies to provide service. Penn Credit desires to continue participating in the final selection process and we understand the way the City intends to use the contract. Penn Credit agrees to make Citywide Debt Collection Services available to all City departments. Thank you for considering Penn Credit Corporation in your evaluation process. Should you require any additional information, please feel free to contact rrie at 888-801-4601, Sin Richard S. Templin President November 24, 2008 Linda J. Johnson, CPPB Senior Procurement Analyst City of Tampa 306 E. Jackson Street, 2E Tampa, FL 33602 Dear Ms. Johnson: Kai ,97G t pp //// ,J•J.�<ee/ (J oo: 9(fti ,;Y :, 7770rf - (, ei) 7/7 •1'cf'-7/;''i In response to your letter dated November 19, 2008, following are our responses to your questions: 1. What is your average rate of return for delinquent accounts for: The response below is based on primary business first referral). ® The statistical information provided is an average based on a multiple diverse client base, upon request validation of this information can be provided. Public Entities Utility Bills: 23.6% Average age of debt when turned over: 120 days Parking Violations and Fees: 47.6% Average age of debt when turned over: 140 days Private Industry Utility Bills: 14.83% Average age of debt when turned over: 100 days Parking Violations and Fees: 31% Average age of debt when turned over: 180 days I trust the above information sufficiently responds to your questions. If you have any further questions, please do not hesitate to contact our office. Sinc_erel Richard `Templin President .9/6' t/' /%// <J/icc<e,l u O. :goo; .%ScS' t:,/ ���Jsf trigs'-n,.98J 7/7 • ,I,Y-7/.�7 November 6, 2008 Linda J. Johnson, CPPB Senior Procurement Analyst City of Tampa 306 E. Jackson Street, 2E Tampa, FL 33602 Dear Ms. Johnson: In response to your letter dated November 3, 2008, following are our answers to your five questions: 1. What is your average rate of return for delinquent accounts for your customers for a: Averages are difficult to determine in that each cities' economic status referral timelines (age of the account) and types of business varies greatly as well as the impact of primary versus secondary referral business. Utility bills 18 — 35 % Real estate 25% Parking and traffic tickets 65% Therefore, one could say the average would be: 2 year average — for "City" business 46% 3 year average - for "City' business 51 % 2. Do you charge for customization or Electronic data transfer — No Charge Do you have 2-way FTP capabilities? Yes. Penn Credit has an onsite FTP server that can be utilized to transfer data to and from a client's site. Customer Reports — We can customize reports according to client's needs. No charge. Linda J. Johnson, CPPB City of Tampa November 6, 2008 Page Two 3. Are there any administrative charges for? Initial setup charges — no charge Web lookup charges for the customer — no charge Admin charges for web/ach payments for transferred account holders — We charge a service fee of $5.95 for each check by phone/credit card payment. Should the City of Tampa's policy prohibit this, we would charge zero. The service charge is for extra processing fees due to ACH fees, credit card fees and collection time taking the information and setting up the transaction. 4. Will all debt disputes be in written form and allow for a 30 day response? If not, what are the Company procedures for debt disputes? If a debtor disputes an account in writing they have 30 days to provide documentation/validation of the debt. Collection agencies now have to take disputes over the phone if we report for the client to the credit bureau. We have to because the code DIS (Dispute) must appear on the credit bureau during the resolution stage. Our policy on clients that report to the credit bureaus is to not report for 30 days to give the debtors or transferred account holders an opportunity to pay or dispute the bill. S. The City prefers to have all receivables directed to the City, if possible... Our preferred method is to collect and post all monies at Penn Credit which includes credit cards and check by phone payments. The ability to collect payment via credit card or check by phone is a valuable collection tool to get the payment when the debtor is on the phone versus hoping they write a check and mail at a later time. In order to expedite the process, Penn Credit can transmit a daily or weekly ACH to the City's bank account containing monies collected inthe prior day or week. Penn Credit would produce a corresponding reconciliation document which would contain individual account detail and payment amounts for each transaction. Penn Credit can also produce an electronic payment file which can be uploaded to the City's system for fast account posting. However, if Tampa wants all money paid directly to the City, that is the way we will do it. I trust the above information sufficiently responds to your questions. If you have any further questions, please do not hesitate to contact our office. Sincerely, Richard S. Templin President kitt CITY ' F TAIMI A Pam Iorio, Mayor PURCHASING DEPARTMENT Gregory K. Spearman, CPPO Director of Purchasing November 3, 2008 Mr. Wesley Hull Progressive Financial Services, Inc. 1919 W. Fairmont Drive, Building 8 Tempe, AZ 85282 Dear Mr. Hull: In their continuing effort to evaluate and select a Proposer to provide the Citywide Debt Collection Services, RFP #61081108 for the City of Tampa, the Evaluation Committee has requested additional information to evaluate your proposal. Please address the following: 1. What is your average rate of return for delinquent accounts for your customers for a: • 2 year average. • 3 year average. 2. Do you charge for customization of? • Electronic data transfer. • Do you have 2-way FTP capabilities? • Customer Reports. 3. Are there any administrative charges for? • Initial setup charges. • Web lookup charges for customer. • Admin charges for web /ach payments for transferred account holders. 4. Will all debt disputes be in written form and allow for a 30 day response? If not, what are the Company procedures for debt disputes? 5. The City prefers to have all receivables directed to the City, if possible. All credit card, cash or checks should be paid directly to the City. Debit cards or payments as part of another non -City debt can be collected by the Successful Proposer. The City would remit the agreed upon (%) of collections to the Successful Proposer. The Successful Proposer would remit the amount collected less the agreed upon compensation to the City. • Is this an acceptable practice for your Company? • What is the Company's preferred method of account reconciliation? Please provide a response via email to linda.iohnson©tampagov.net or by fax at 813/274-8355 by the end of the business day Friday, November 7, 2008. Sincerely, Linda 3:Johnson, CPPB Senior Procurement Analyst 306 E. Jackson St., 2E • Tampa, Florida 33602 (813) 274-8351 • FAX: (813) 274-8355 Warn EG www.tampagov.net RFP# 61001100, Citywide Debt Collection Services for the City i f Ta _ pa Respectfully submitted by Penn Credit Corporation 916 S. 14th Street Harrisburg, PA 17104 800.800.3328 www. penncredit.com 'i�L.Ss1 ::;Xi � .3 .ti,„..�.a.3 . as est. for Propos- is for Ci-yvii RFP 610821.08 Table of Contents T;iL 1. Addenda 3 1`1 Florida Public Records Law 8 Tob 3 Understanding of Work 9 z'a -1- Scope of Work 10 History and Profile 21 Techincal Resources 24 Retention Rate Practices 25 Credentials and Capabilities 26 Collection Methodology 31 Personnel 33 Debtor Services 38 Hardship Cases 45 Security and Technology 46 Collection Letters 55 Sample Reports 60 Flow Charts 67 Governmental Clients 69 Disaster Recovery 70 Tab , References 96 Experience 97 Operational Plan 102 Tali 8 Management. Plan 111 ''alt 9 W/MBE 113 Tait 10 SBE 114 Subcontracting 115 'fah 12 Fee Proposal 116 Bidder's Affirmation 117 'Tab .13 Signature Form 119 Florida License 120 Penn Credit's Response Tc_ e of Content- Proposal-- for 61 81_.'3T De o rest: o CITY OF TAMPA ALL FIRMS ON BID LIST REF: City of Tampa RFP, dated RFP for Providing: To Be Opened: SUBJECT: ADDENDUM NO. 1 Gregory K. Spearman, CPPO Purchasing Director July 9, 2008 RFP #61081108. CITYWIDE DEBT COLLECTION SERVICES AUGUST 11, 2008 (a 2:30 PM JULY 29, 2008 Please note the RFP opening date and time has been changed to AUGUST 18, 2008 @ 2:30 PM. As a result of the pre -proposal conference held on JULY 21, 2008 @ 9:30 AM for the above stated subject, please make the following change(s): 1. On page 17, under SECTION II. GENERAL CONDITIONS, Section 3. CONTENT OF PROPOSALS, Tab 4. Section I, Scope of Services., change Tab 4 to read: "Include all the requirements and/or documentation requested under Section I. Scope of Services, Section 18. Proposer Submittals." For Informational Purposes Only 1. Q. Who are the incumbents? A: UAD Accounts — Merchants Association of Florida (MFA). Parking Division — Progressive Financial Services, Inc. 2. Q. How long have the incumbents been providing the requested services? A. MFA — Since 1965. Progressive Financial Services, Inc. since August 2003. 3. Q. How many Vendors are you seeking to award a contract? A. The City reserves the right to select a Proposer or multiple Proposers. 4. Q. Has the current contract gone full term? A. MFA — Yes. Progressive Financial Services, Inc. — under interim contract, until this RFP is completed. 5. Q. Have all options to extend the current contract been exercised? A. Yes. 306 E. Jackson Street, 2E • Tampa, Florida 33602 • (813) 274-8351 • FAX: (813) 274-8355 TrNmpi EDv www.tampagov.net Penn Credit's Response Adiiende - P[ C E 3 fai.€t' i.: ror '" F:'ft_ ?'., fr)r �, tvwi;Fe Debt Coll_t 3n Sei_\ RFP ., 610 _. . 6. Q. Will the selected vendor be allowed to litigate on your behalf, with approval? A. There are no litigation requirements for this service. 7. Q. Current contingency fees or other fees currently being billed by any incumbent(s), by category. A. UAD — Flat rate 30% on collected funds. Parking Division — Flat rate 15% on collected funds. 8. Q. The monthly or quarterly number of accounts expected to be placed with the vendor(s) by category, for any categories not mentioned. A. UAD's currently placed accounts will not be placed/transferred to the Successful Proposer. Parking Division — 184 checks outstanding. 66,808 citations pending collection. *Information regarding other departments that may choose to utilize the contract at a later date is not known. 9. Q. The monthly or quarterly dollar value of accounts expected to be placed with the Vendor(s) by category, for any categories not mentioned. A. UAD - $140,000 per month. Parking Division -$50,000 per month *Information regarding other departments that may choose to utilize the contract at a later date is not known. 10. Q. To what extent will the location of the bidder's call center and/or corporate headquarters have a bearing on any award(s)? A. As stated under Section I. Scope of Services, Section 11. SECURITY, all work performed for the City and City accounts shall remain in the contiguous United States. 11. Q. The monthly or quarterly number of accounts expected to be placed with the vendor(s) by category, for any categories not mentioned. A. UAD — Approximately 350 to 600 accounts per month. Parking. Division - Approximately 20new accounts (checks) per month. Approximately 1200 (citations) per month. *Information regarding other departments that may choose to utilize the contract at a later date is not known. '12. Q. Provide the current Vendor(s) recovery amounts. A. UAD — Approximately $60,000 per month. Parking Division - $9,000 per month. 13. Q. What is the average age of accounts at placement that the various agencies will be placing for collections? Please specify by agency. Additionally if different agencies. A. UAD — Approximately 150 days. Parking Division —150 days. *Information regarding other departments that may choose to utilize the contract at a later date is not known. 14. Q. Can the City provide the following information on the current Vendor(s)? For each Vendor in the last two years, what was: 1. Number of Accounts Placed 2. Dollar Value of Accounts Placed 3. Total Collections 4. Fees Paid 5. For what departments/agencies are your current Vendor(s) handling collections work for? If individual agency amount collected is available please provide. Credit's Response Adder a Page Ton`pa 17 for Pro ;cos : s for Ci yv 61081108 A. UAD 1. Approximately 11,000 2. Approximately $3.5 M 3. Approximately $1.3 M 4. Approximately $390,000.00 5. Merchants Association of Florida PARKING DIVISION 1. Approximately 29,329 2. Approximately $1.0 M 3. Approximately $246,489 4. Approximately $35,071 5. Progress Financial Services, Inc. Il ..ction Services 15. Q. Will accounts currently assigned to the current vendor (as mentioned under section 21 for the Parking Division) be submitted to the new vendor? If so, can a separate be proposed for these services? A. Yes, but only for the Parking Division. Currently -placed accounts for UAD will not be transferred to the Successful Proposer. A different price structure may be proposed for currently -placed accounts, if the Proposer chooses. 16. Q. Historical rate of return or liquidation rate either provided by any incumbent(s) or anticipated as a result of this procurement. A. See answers to numbers 13 & 15 above. 17. Q. Any other relevant statistical data about the portfolio. A. None. 18. Q. Are there any other divisions that may refer secondary collections? If so what departments? A. In .the future, under this contract, other City departments will be authorized to utilize the services of the Successful Proposer(s). 19. Q. What demographic information (Name, Address, Tele #, Employer, Social Security #, etc) will the City be providing? A. UAD — See Attachment A in the RFP package. Parking Division — See Attachment B in the RFP package. 20. Q. Are the Tampa/Hillsborough Toll roads division included under this contract? A. The City of Tampa does not have toll roads and is a separate municipality from Hillsborough County. 21. Q. Would FTP or SFTP updates be allowable for item 5.6:"5.6 The Successful Proposer will provide the City with web search capabilities for transferred delinquent accounts status. A. It is not required that web search capabilities be provided. It is essential that the Successful Proposer provide the City with the capability to get information for the transferred delinquent accounts. FTP, SFTP or a report in an agreed format is acceptable. 22. Q. Is the current Vendor(s) utilizing or are they a W/MBE & SBE? A. No. 23. Q. What is the percentage goal the City is looking to have dedicated towards W/MBE & SBE? A. The City no longer has mandatory W/MBE or SBE Goal Participation. However the City does encourage City of -Tampa Certified W/MBE and SBE participation. Penn Crer it ) Response ....x:y 't Tampa Pr000sax'.s for 108 Services If you have submitted a proposal and need to have it returned to you, please call (813) 274-8351. Acknowledgement of the Addendum is required if a proposal is being submitted. Refer to the RFP package under Section II. General Conditions, Section 3. Contents of Proposals, Subsection 3.1, Tab 1. Addenda. Sincerely, Gregory K. Spearman, CPPO Director of Purchasing U/ag i':_. Credit's Response rs;ixstd ,ciiC )f T i m pa est for Propose, i )r 610811 08 ip 84 Ao Ago Collection vices CITY OF TAMPA ALL FIRMS ON BID LIST REF: City of Tampa RFP, dated RFP for Providing: To Be Opened: SUBJECT: ADDENDUM NO. 2 Gregory K. Spearman, CPPO Purchasing Director July 9, 2008 RFP #61081108 CITYWIDE DEBT COLLECTION SERVICES AUGUST 18, 2008 (al 2:30 PM JULY 30, 2008 Please make the following change on the above stated subject. Under Addendum No. 1, please make the following change to question number 16: "16. Q. Historical rate of return or liquidation rate either provided by any incumbent(s) or anticipated as a result of this procurement. A. See answers to numbers 13 & 14 above." If you have submitted a proposal and need to have it returned to you, please call (813) 274-8351. Acknowledgement of the Addendum is required if a proposal is being submitted. Refer to the RFP package under Section II. General Conditions, Section 3. Contents of Proposals, Subsection 3.1, Tab 1, Addenda. Sincerely, Gregory K. Spearman, CPPO Director of Purchasing U/ag 306 E. Jackson Street, 2E • Tampa, Florida 33602 • (813) 274-8351 • FAX: (813) 274-8355 www.tampagov.net Penn Creciit s Response Adide;ncia -• Page 7 7'Or Pr000saic. � + _,�; `�1 ' w ,.. 1. Col.,...'i.i Acknowledge neni. Of Florida Publics Records Law In accordance with Chapter 119, Florida Statutes, and, except as may be provided by other applicable State and Federal laws, Penn Credit is aware that this RFP and all responses thereto are in the public domain and are available for public inspection. Penn Credit has identified specifically any information contained in this proposals which is considered to be confidential and/or proprietary, inclusive of trade secrets as defined in s. 812.081, Florida Statutes, and which is believed to be exempt from disclosure, citing specifically the applicable exempting law. Penn Credit understands that this proposal will become the property of the City of Tampa and will not be returned. Furthermore, in the event of an award, all documentation produced as part of the contract will become the exclusive property of the City. All materials that qualify for exemption from Chapter 119, Florida Statutes or other applicable law have been submitted in a separate envelope, clearly identified as "EXEMPT FROM PUBLIC DISCLOSURE" with Penn Credit's name and the proposal number (RFP # 61081108) marked on the outside. Penn Credit understands that the City will not accept bids/proposals when the entire proposal is labeled as exempt from public disclosure. Penn Credit is aware that the designation of an item as exempt from public disclosure by a Proposer may be challenged in court by any person or entity. By designation of material in this proposal as exempt from public disclosure, Penn Credit agrees to defend the City of Tampa (and its employees, agents and elected and appointed officials) against all claims and actions (whether or not a lawsuit is commenced) related to Penn Credit's designation of material as exempt from public disclosure and to hold harmless the City of Tampa (and its employees, agents and elected and appointed officials) for any award to a plaintiff for damages, costs and attorneys' fees, and for costs and attorneys' fees incurred by the City by reason of any claim or action related to Penn Credit's designation of material as exempt from public disclosure. Penn Credit's Respon E Florio . Pi uulic Records :..c`sir' - age 8 Response to Proposal Understanding of Work Penn Credit Corporation is a collection industry leader, dedicated to recovering debts in both the public and private sector on a national level. We are a leading collection agency for many government entities and pride ourselves on our efficient collection methods while maintaining a professional presence. Since 1987, we have been providing collection services for other clients similar in nature and scope to the City of Tampa. Our clients include the cities of Dallas, Miami, Orlando, Ft. Lauderdale, and Cincinnati. We are now on our fifth consecutive administrative term with the Commonwealth of Pennsylvania. Through our successful collection efforts with clients like the Commonwealth of PA, we have developed the management, collection staff, training, technology, customer service, safeguard procedures, and requisite knowledge to perform securely and ethically as a collection vendor for the City of Tampa. The following response presents an overview of our superior performance history, especially for government collection contracts, and our plans to provide the City of Tampa with the highest efficiency and performance possible for the collection of your valuable accounts. Penn Credit meets all collection industry standards, including licensing and bonding requirements where required, in all 50 states. We are in compliance with all Florida collection laws and requirements, and will remain in compliance throughout the contract period. To provide the hest results for the City of Tampa, Penn Credit will utilize all the resources of our expertise. Our management team possesses in excess of 140 years of collection. experience; those individuals have helped develop and plan our collection strategies and training programs. Our "Partners in Progress" program,.developed by Richard S. Templin, the president. of Penn Credit Corporation, will ensure your satisfaction as our client. Our cutting edge, in-house technology program will provide secure, safe access to customized reports and programs designed specifically for the City of Tampa by our MIS team. We are prepared to work with the City in an ongoing effort to enhance the quality of our results and service. Our skip tracing tools, highly trained collection staff, qualified managers and outstanding MIS department will all work in concert to provide the highest yield returns. Penn ._i �a t. 7 Resp )n: e Response a post p f Re(:'s,t ".z.. , r r-apos 3._, for Scope of Work 1. INTRODUCTION The City of Tampa (City) is seeking proposals from qualified Company/ Firm/Agency for the provision of debt collection services applicable to unpaid and delinquent accounts for various City Departments. The purpose of this Request for Proposal (RFP) is to initiate a process that will result in consolidation and management of Citywide accounts for collection and increase revenue for the City. The City reserves the right at its own discretion to choose multiple Proposers to provide this service. 2. SCOPE This Request for Proposal describes Debt Collection Services for delinquent Utility Payments for Water, Solid Waste, and Wastewater Services for the Utility Accounting Division (UAD), as well as Delinquent Parking Violations for the Department of Public Works, Parking Division. It shall also include other City Departments that may require collection services in the future. Each City Department will have its own requirements, and while the general project requirements will be the same, there will be various differences in the business requirements depending upon the particulars of the business each department conducts. 3. GOAL The City seeks to optimize and take advantage of changes in the collections services industry which may provide an increased recovery of funds due for unpaid and delinquent accounts at a reduced cost on a citywide basis. 4. OBJECTIVES To maximize recovered funds for services provided by various City Departments while minimizing costs. 5. GENERAL COLLECTION SERVICE REQUIREMENTS The following items are required for the collection's project: 5.1 The Successful Proposer must support automated data transfer of account information between the City's systems and the Successful Proposer's system and must receive the information on accounts turned over for collection in the exact electronic format and frequency in which each City Department currently submits its account information for collections. (See attachments A & B.) Penn Credits?` es. or Response to Proposal pa . 10 Response Penn Credit will support automated data transfer of account information between the City's systems and Penn Credit's system and will receive the information on accounts turned over for collection in the exact electronic format and frequency in which each City department currently submits its account informationfor collections. 5.2 City has future plans to add a second electronic file to return payment notifications to Successful Proposer for reconciliation purposes. City will work with Successful Proposer to develop a format that is acceptable to both parties. Response Penn Credit understands that the city has plans to add a second electronic file to return payment notifications to successful proposer for reconciliation purposes, and agrees to work with the City to devlop a format acceptable to both parties. 5.3 Payments for collections will be made based upon the directions provided by each City Department. Response Penn Credit understands that collections will be made based upon the directions provided by each City Department. Penn Credit is familiar with the use of a lockbox, having utilized them for several large clients previously. 5.4. Checks or payments collected as a result of Successful Proposer's actions and processed by the City which are then returned for insufficient funds or are otherwise not collectable, will result in the account being remanded back to the Successful Proposer. Any fee transaction paid to the Successful Proposer will be reversed from those due the Successful Proposer the following period. Response Penn Credit agrees that payments returned for funds will result in the account being remanded back to Penn Credit and that any fee transaction paid to Penn Credit will be reveresed from those due to us the following period. 5.5 The Successful Proposer shall meet with the Department Representatives of the .City within 30 days of the award to develop specific procedures, report designs, and notices to account holders. The first notices must be mailed no later than 45 days after the first electronic submittal of account holders is received from the City, unless a delayed schedule is authorized by a Department Representative. Multiple parking tickets issued or UAD accounts assigned to a single entity shall be listed on the same notice. Peril Credit's Respo e Response to Proposal': .. page Dei)t. Collection Set The Successful Proposer shall meet 'periodically with the City of Tampa Departments, when requested, to discuss all services. The Successful Proposer and the City shall mutually establish routine written procedures, within the scope of these specifications, for handling the services described herein. Such procedures are subject to the City's approval. Response Penn Credit will meet with the department representatives of the City within 30 days of the award to develop specific procedures, report designs, and notices to account holders. The first notices will be mailed no later than 45 days after the first electronic submittal of account holders is received from the City and multiple parking tickets issued or UAD accounts assigned to a single entity shall be listed on the same notice. Furthermore, Penn Credit will meet periodically with the City of Tampa departments, when requested, to discuss all services. Penn Credit and the City will mutually establish routine written procedures, within the scope of these specifications, for handling the services described herein; Penn Credit understands that such procedures are subject to the City's approval. 5.6 The Successful Proposer will provide the City with web search capabilities for transferred delinquent accounts status. Response Penn Credit will provide the City with web search capabilities for transferred delinquent accounts status. 5.7 Successful Proposer will provide monthly electronic status sorted by City Department no later than the 5th business day of every month on each account that will include: • Date of transmittal to Successful Proposer. • Number and types of contacts made to date. • Account identifier as defined by each Department (i.e. UAD: account number; Parking: tag/ticket number, etc.). • Account status. • Status Date (date of last action indicated by last account activity). Other information as may be requested during the initial meeting with the Successful Proposer as specified in this section. Response Penn Credit will provide the City with monthly electronic status reports, sorted by City department., no later than the 5th business day of each month. These reports will include: the date of transmittal to Penn Credit; the quantity and types of contacts made to date; the account identifier as defined by each department (i.e. UAD: account • espc ; per {PToposal pag 12. Is to, Citywide Debt Colie on Se, number; parking: tag/ticket number, etc.); account status; the date of last action indicated by last account activity; and any other information as requested during the initial meeting between Penn Credit and the City. 5.8 The City will remit payment to Successful Proposer based upon negotiated rate after the account payment has been received and processed. Response Penn Credit understands the City will remit, payment based upon the negotiated rate after the account payment has been received and processed. 5.9 Partial payments will be pro -rated for fee payment to the Successful Proposer. Response Penn Credit understands that partial payments will be pro -rated for fee payment. 5.10 The City will send a weekly notification report that identifies accounts paid to the City which includes remittance sorted by City Department. Reconciliation is Successful Proposer's responsibility. Response Perm Credit understands the City will send a weekly notification report identifying accounts paid to the City which includes remittance sorted by City department, and that reconciliation is Penn Credit's responsibility 5.11 The Successful Proposer shall provide a monthly, electronic reconciliation report by the 5th day of each month for each department. The reportwill identify all payments to accounts/tickets collected by the City or the Successful Proposer, partial or full payment status, and collection fees. Response Penn Credit will provide a monthly, electronic reconciliation report by the 5th day of each month for each department. The report will identify all payments to accounts/ tickets collected by the City or the successful proposer, partial or full payment status, and collection fees. Furthermore, Penn Credit understands other reports and/or information may be requested on an as -needed basis. 5.12 Discrepancies in billing of fees charged and/or amounts paid must be corrected within two weeks of notification of the error, with appropriate adjustment to the subsequent billing period. p0 Sa is for Response Penn Credit agrees that. discrepancies in billing of fees charged and/or amounts paid must be corrected within two weeks of notification of the error, with appropriate adjustment to the subsequent billing period. 5.13 Upon receiving collection payment information, the Successful Proposer shall immediately post payment information to prevent further notices being sent to the debtor. Response Penn Credit agrees that upon receiving collection payment information, payment information will be posted immediately in order to prevent further notices being sent to the debtor. 5.14 When full payment is received, no further notices shall be sent to the debtor. Response Penn Credit agrees that once full payment is recieved, no further notices will he sent to the debtor. 5.15 Any account sent to the Successful Proposer may be withdrawn or cancelled by the City at any time upon written, email or fax notification. . Response Penn Credit understands that any accounts sent to Penn Credit may be withdrawn or cancelled by the City at any time. 5.16 The City expects the Successful Proposer to provide services to. the public in a manner that will preserve or enhance goodwill between the public and the City. Response Penn Credit will provide professional collection services to the public in a manner that. will preserve or enhance the goodwill between the public and the City. 5.17 The Successful Proposer shall provide the customer on behalf of the City with account information and a remittance form. Response Penn Credit will provide the customer with account information and a remittance form on behalf of the City. 5.18 Such other forms and reports as may be required to be prepared, submitted, filed or otherwise provided by the City to any entity in connection with the operation of its business. Penn Ica Response to Pi i3 ;o.:: page 1 r Proposals "liar, Sery Response Penn Credit understands that other forms and reports may be required to be prepared, submitted, filed or otherwise provided by the City to any entity in connection with the operation of its business. 5.19 The Successful Proposer shall provide all material, equipment, statements, envelopes, postage, and personnel to perform all activities resulting from this RFP. Response Penn Credit will provide all material, equipment, statements; envelopes, postage, and personnel to perform all activities resulting from this RFP. 6. TRANSFER OF ACCOUNTS At the end of the contract period, the Successful Proposer will be required to transfer all uncollected accounts back to the City, at no cost to the City. The City's Department Representatives will coordinate with the Successful Proposer on the transfer of the accounts. Response Penn Credit agrees that., at the end of this contract period, Penn Credit will be required to return all uncollected accounts back to the City; at no cost to the City, and that the City's representatives will work with Penn Credit on the transfer of accounts. 7. TELEPHONE CONTACT FOR CITY CUSTOMERS To offer better customer service, the Successful Proposer must provide a customer service toll free number during normal business hours for inquires. The Successful Proposer must have bi-lingual staff members to assist.the.Hispanic community with inquires, and the capability to help the hearing impaired. Response Penn Credit will provide a customer service toll free number during normal business hours for inquires:, furthermore. Penn Credit has fifteen bi-lingual staff members to assist the Hispanic community with inquires, and the capability to help the hearing impaired. Penn Credit collectors are accustomed to and familiar with the use of TDD (telecommunications device for the deaf). Individual debtors with hearing impairment or speech difficulties may contact or be contacted by Penn Credit utilizing the TDD system available via a telephone line or internet. Our collectors have access to the internet for, among other resources, the use of the TDD system. 8. LOCATION AND COLLECTION METHODS If the address information is incorrect, routine and skip tracing methods shall be utilized to obtain the correct address and the mailing notice sequence Response ons to rc}posai_, for C?vt'' it e Debt [l r,10811.08 should be restarted. Collection methods shall comply with all applicable Federal, State and Local laws with particular attention to the Consumer Credit Protection Act, Fair Credit Reporting Act, Fair Debt Collection Practices Act, Debit Collection Act, HIPAA, Individuals State collection practices and all other applicable laws. Response Penn Credit understands that if the address information is incorrect, routine and skip tracing methods must be utilized to obtain the correct address and the mailing notice sequence will be restarted. A summary of our exemplary skip tracing abiities can be found on page 105 of this proposal. Furthermore, Penn Credit's collection methods will comply with all applicable Federal, State and Locallaws with particular attention to the Consumer Credit Protection Act, Fair Credit Reporting Act, Fair Debt Collection Practices Act, Debit Collection Act, HIPAA, Individuals State collection practices and all other applicable laws. 9. CREDIT BUREAU PLACEMENT 9.1 The Successful Proposer shall provide all services related to placement of violator information in Credit Bureau Files. Response Penn Credit will provide all services related to placement of violator information in credit bureau files. 9.2 The Successful Proposer shall indicate whether credit file placement is an in-house function. If an outside agency is used, the Successful Proposer must identify the firm to be used. Response Penn Credit performs all credit file placement in house. 10. MAINTENANCE OF ACCOUNTS 10.1 The City will maintain a list of all accounts placed for collection with the Successful Proposer. Response Penn Credit understands that the City will maintain a list of all accounts placed for collection with Penn Credit. 10.2 All accounts that are paid in full will be purged from the Successful Proposer's database only after 90 days to allow for adjustment that may be required for rejected payments or posting errors. Response Penn Credit agrees that all accounts that are paid in full will be purged from Penn Penn Cre. Response Pi o )osa Tarripa for rf):st,'s:1._. :,. -10811 nitces Credit's database only after 90 days to allow for adjustment required due to rejected payments or posting errors. 10.3 No unpaid accounts will be purged from the Successful Proposer's database during the award term unless specifically requested in writing by the City. Response Penn Credit agrees that no unpaid accounts will be purged from Penn Credit's collection system during the award term unless specifically requested by the City in writing. 10.4 The Successful Proposer shall maintain all account information and records in accordance with the State of Florida Retention Record requirements. For additional information go to: www.myflorida.com, utilizing the search engine, type in: Retention Record Schedule, select General Records Schedule - State Library & Archives. Response Penn Credit is familiar with these requirements and will maintain all account information and records in accordance with the State of Florida Retention Record requirements. 11. SECURITY 11.1 The Successful Proposer agrees that it will, at all times, protect the City's information and not make it available to any other entity or person than the City, unless so directed by the City in writing. Response Penn. Credit agrees to protect the City's information at all times and not make it available to any other entity or person than the City; unless so directed by the City in writing. .11.2 All file transfers will be sent utilizing secured file transfer protocol (FTPS) or other methods specified by the City. Response Penn. Credit frequently uses this method and agrees that all file transfers will be sent utilizing secured file transfer protocol (FTP) or other methods specified by the City. 11.3 All work performed for the City and all City accounts shall remain in the contiguous United States. Outsourcing any services needed to maintain the City's contract including customer service centers outside the United States is prohibited. Failure to comply with this requirement will result in default of contract. Response Penn Credit agrees that all work performed for the City and all City accounts shall remain in the contiguous United States., and that outsourcing any services needed to maintain the City's contract including customer service centers outside the United States =t'.=it's Re s:i' :,. Response to Proposal ... pa ` i7 ro is prohibited. Penn Credit understands that failure to comply with this requirement will result in default of contract. 12. ADDITIONAL PROVISIONS 12.1 The City reserves the right to access the Successful Proposer's files for the purpose of a City audit. Response Penn Credit understands that the City reserves the right to access Penn Credit's files and will allow this for the purpose of a City audit. 12.2 The Successful Proposer at the end of the contract period or termination of the contract shall provide the City an electronic file of all active, inactive accounts and accounts in retention at no additional cost to the City. Response Penn. Credit will, at the end of the contract period or termination of the contract, provide the City with an electronic file of all active, inactive accounts and accounts in retention at no additional cost to the City 13. QUALIFICATIONS The City reserves the right to investigate the qualifications and accomplishments of all Proposers under consideration. The City may require additional evidence of capabilities and other representations made in conjunction with responses to the RFP. This additional evidence may include, but is not limited to, references from Proposer's clients who received similar services. Response Penn Credit understands that the City reserves the right to investigate the qualifications and accomplishments of all proposers under consideration, and that. the City mad- require additional evidence of capabilities and other representations made in conjunction with responses to the RFP. This additional evidence may include, but is not limited to, references from Penn Credit's clients who received similar services. 14. TECHNOLOGY INFORMATION 14.1 Under this section, Proposers are to understand and adhere to standard for information technology currently in use within the City. • Browser Support. If proposed, web -based solutions shall run under Microsoft Internet Explorer utilizing a version no earlier than 6 , with current levels of patch support. Response Penn Credit understands and will adhere to standards for information technology currently in use within the City. Furthermore, web -based solutions will run under Debt ollectio11 Microsoft Internet Explorer utilizing a version no earlier than 6, with current levels of patch support. 15. IMPLEMENTATION/TESTING/ACCEPTANCE 15.1 The Successful Proposer shall prepare an implementation plan detailing the steps to set up, test, and provide training for Collection Services. The plan shall serve as a guide for the overall implementation process and include: • Proposed Implementation Schedule • Requirements to Setup/ Define FTPS site • Testing for the weekly/monthly electronic transfer of new delinquent accounts for each City department • Testing for the weekly electronic transfer of payments sent by some City departments • Testing of electronic monthly account status file to be sent to the City • Training and security for web -based account lookup • Identifying procedures to change/cancel a delinquent account • Defining the details of the business rules • Formalizing the contact list for problems/questions • Reviewing sample letters/reports for content • Data Security Response Penn Credit, upon award of contract, will supply the City with an implementation plan detailing the steps to set up, test, and provide training for collection services. This plan includes: a proposed implementation schedule; requirements to setup/ define FTPS site; testing for the weekly/monthly electronic transfer of new delinquent accounts for each City department, testing for the weekly electronic transfer of payments sent by some City departments, and testing of electronic monthly account status file to be sent to the City; training and security for web -based account lookup; identifying procedures to change/cancel a delinquent account; defining the details of the business rules; formalizing the contact list for problems/questions; reviewing sample letters/reports for content; and data security. 15.2 A checklist will be provided by the City for final acceptance of the service. It will include: • Final review of the business rules identified in the contract • Final review of all processes identified in the implementation plan Response Penn Credit will accept from the City a checklist for final acceptance of service including: final review of the business_rules identified in the contract and final review of all processes identified in the implementation plan. Credit's. P—sponse Responseto )"rC ri .. sj i 19 ) r o Q5 i € - for £ "! '} l'i i e Debt. ;.,' t;:_ o ? Se ry t 15.3 Service will begin upon the successful implementation and final acceptance of the service by the City. Response Penn Credit agrees that service will begin upon the successful implementation and•final acceptance of service by the City 16. COORDINATION WITH THE CITY The Successful Proposer shall work in close coordination with the City's Department Representative assigned to manage, supervise and approve the collection services process for each department during the contract period. If, during the contract period, the Successful Proposer makes key contact personnel changes, the City has the right to review, accept, and/or reject proposed substitute(s). Response Penn Credit will work in close coordination with the. City's department representative assigned to manage, supervise and approve the collection services process for each department during the contract period. Furthermore, if during the contract period, Penn Credit makes key contact personnel changes, the City has the right to review, accept, and/or reject proposed substitute(s). 17. CONFLICT OF INTEREST The Successful Proposer shall not be allowed to provide any recommendations, equipment, software, or management services to the City that may be recommended for collection services or have any financial or operational ties to any potential vendors. Response Penn Credit will not provide any recommendations, equipment, software, or management services to the City that may be recommended for collection services or have any financial or operational ties to any potential vendors. Response ..: Pro :)os ... a:);; m'ie 20 City o roliect History Perm Credit. Corporation was incorporated under the laws of the State of Pennsylvania on July 10, 1987. Under the organization of Donald C. Donagher, Jr. and Richard S. Templin, it has developed into one of the 25 top collection agencies in the United States (as reported in Collection & Credit Risk: Consumer & Commercial Credit Authority's article "2008 Industry Rankings" found in their August 2008 issue). Our ultimate success is attributed to the use of technology to improve the collection process and a strong commitment to client satisfaction developed and emphasized by Mr. Richard S. Templin, President of Penn Credit. We specialize in providing collection services to local, county, state, and federal governments. We are a General Services Administration (GSA) certified company. Our client base, along with a very aggressive marketing effort, has allowed our growth to experience placements in 2007 in excess of $1.8 billion. To meet the needs of our clients, our company currently employs a staff of 170+ full- time employees. To ensure the best efforts possible, the management team is committed to maximum training and continued educational efforts through our internal and external staff. A pooled group of collection professionals specializing in receivables management for the government industry will be assigned to the City of Tampa. This team will work together and fully understand your objectives and expectations. Locations' Penn Credit's headquarters are located in Harrisburg, Pennsylvania, and this is -where the majority of our collection efforts for Topeka will take place. This is also where our marketing division, management personnel, MIS department, in-house letter shop, and main collection floor are located. This centralized location provides us with greater efficiency in recovery and the highest yield returns. Pennn. Credit Corporation facilities include: Headquarters (Harrisburg) 916 S. 14th Street Harrisburg, PA 17104 Sales Office (Florida) 204 Grand Pointe Drive Palm Beach Gardens, FL 33418 Call Center (State College) 329 East Beaver Street State College, PA 16801 Call Center (East Harrisburg) 1400 Randolph Street Harrisburg, PA 17]04 Upon award of contract, Penn Credit will assign our Florida client service representative, Phillip Mennell, to be onsite as needed during the implementation period. Mr. Mermell will also be able to assist with any future requirements or questions you may have throughout, the life of . the contract. Penn Credit's RespC rse Scope of Services page 21 .1081108 Co I'ect "a: Client Services Penn Credit. Corporation provides government collection services to our clients in the continental United States from our location in Harrisburg, Pennsylvania. This enables all our departments to work in concert; from our outstanding collections to our in- house MIS department and letter shop we are able to provide faster communication, quicker turn around time, and greater efficiency. Penn Credit's departments work closely together to deliver outstanding performance. Our success in this competitive market is based on a strong track -record and experience in delivering desired results by partnering with clients to provide exemplary services. Our internal and external staffs understand the complexity and stringent requirements of public owned debt contracts. Our continuous service to government clients such as the Pennsylvania Office •of Attorney General provides evidence of our ability to successfully serve the public sector. Penn Credit Corporation represents over 250 clients and we attribute our industry success to the collection programs we develop for our clients. We offer our clients an array of solid management techniques, strategies, and operational reviews that can result in dramatic increases in the dollars collected. We develop collection strategies to adapt to each of your needs using the most modern technology and individual extensive collection training by: • Developing a strategic collection policy to meet our client's needs • Reviewing and understanding the client's policy and procedures • Identifying performance gaps through internal audits • Validating contract work expectations and state and federal compliance • Evaluating trends, profitability and growth opportunities Penn -C. ec .pag7,-, ; Debt Co;'e.c [€3rt SerJ,c Ri P 6 08.i.2.08 Why Partner with Penn Credit? Our combination of government. collection experience, specifically trained government: services collectors, modern technology, and expert management will result in exemplary services being provided to the City. Penn Credit offers these key advantages • Proven successful collection methodology • Proven ability to collect municipal debt. nationwide • Licensed in all states according to regulations • Two decades experience in collecting government debt • Highly trained and experienced collection managers and staff • State-of-the-art computer and telephone systems • Strict compliance with FDCPA and HIPAA standards • Dedicated group of collectors who specialize in government debt. • Full range of services, including early -out programs, bad check programs, collection letter and dialer campaigns, and outsourcing • Uninterrupted, seamless transfer of business • Continuity of service • Mature communication protocol Peril i .t s Response Scope of Services - page 2 Technical Resources Penn Credit. Corporation supports its collection efforts using an in-house developed accounts receivable management system. We designed this system to maximize strategic follow-up on all accounts, manage and monitor collection activity and support the flow of relevant data between Penn Credit Corporation and our clients through interfaces, reports, and remittances. Software is available or can be developed for the purpose of meeting each of the City's needs. All hardware applications interface relevant data as required to support specific tasks. The interface delivers the following benefits: • Controlled and secured access to client data • Full access to predictive dialing and skip -tracing tools that improve the overall program productivity and performance • Ability to customize performance reporting and collection letter series • Ability to recognize and react to specific account codes Penn Credit's Response Scope of Service - page 24 FP # 6108 Retention' Record Practices Penn. Credit retains records pursuant to client guidelines. When an account purges off the system, it is archived and the records including hut not, limited to letters sent, payments history, credit bureau reports, and deleted records are kept per contractual requirements. Penn Credit_ Response Scope of Services - pi g: 2..5 Cc)!Iecti()ri Credenntiais,' Expertise and l Tnniquic Capabilities Penn Credit offers a full range of services, including primary,, secondary, tertiary accounts receivables, early -out programs, • bad check programs, collection letter and dialer campaigns, and outsourcing. Along with our debt recovery services, Penn Credit also provides these value-added features to all our clients at no cost: • Assistance in developing software applications • On -going staff support • Client Service functions - overflow inquiries • Data updates (addresses, telephone numbers, etc., through skip tracing procedures) • Billing programs • Consulting service for business office reviews; for efficient account flow activity • Centralized payment processing programs • Cleanup and verification programs for A/R portfolios • Educational services for employees on sensitivity in providing customer service • Small balance recovery program With two decades of experience collecting defaulted receivable accounts, Perm Credit is an industry leader. We are focused on strategic debt collection services that help improve our client's bottom line. We understand the due diligence required to effectively work defaulted accounts and provide quick resolutions along with high returns. Ina very competitive industry, our strengths set, us apart from our competitors. Penn Credit will provide the City of Tampa with a unique opportunity to meet their project goals while receiving the best overall value. Collection Experience Penn Credit was founded in 1987 to specialize in the collection of defaulted receivable accounts. We provide these services nationwide and are currently serving 20 municipal governments in the state of Florida. Methodology We constantly analyze each client's portfolio as well as our collection methodology. We employ effective collection negotiation techniques coupled with a complete understanding of the terms, conditions, and repayment options as permitted by our client. We achieve superior results by promoting and qualifying debtor payments sufficient to pay the account in full within the shortest period of time. Clients First We are continually enhancing our standards and implementing fresh approaches to programs and client services. We commit ourselves to providing our clients with premier collection services that will result in high returns and long lasting partnerships. fon-oposais for Collection __108 Capacity Penn Credit is fully staffed with experienced and knowledgeable people, all dedicated to the business of debt. collection. Our facilities and infrastructure, combined with our recruiting and training processes, enable us to quickly and efficiently add resources to expand our capacity and respond to customer and client inquiries promptly. Automation We employ an in-house IT department dedicated to continual optimization of technology. We provide real-time, on-line access through a secure website for clients to view account information and customers to make payments on delinquent accounts at www.penncredit.com. Right Party Contact Penn Credit utilizes a combination of predictive dialing and Digitized Automated Voice Intelligence System technology to obtain "Right Party Contact". Although some of our competitors utilize this outbound application, it is unique to us because we maintain the process in house. Right Party Contact has been a proven solution to minimizing customer complaints and maximizing the utilization of time for our collectors by increasing the liklihood that the debtor will be on the line when the collector makes contact. More contacts ultimately result in increased revenues generated for the City High-performance results Our results -oriented collection strategy makes itpossible for us to adjust. the tinning of specific collection activities (calls, letters, and/or credit bureau reporting) and combined with the use of different tools (new stage of skip tracing and unique scoring models) focus our efforts to maximize collection results. Penn Credit Corporation provides collection services toour clients in the continental United States from our location in Harrisburg, Pennsylvania. This has enabled collections, marketing, management, MIS, and our in-house letter shop to work in a flexible, centralized environment providing faster communication, quicker turn around time, and greater efficiencies in all areas. Memberships Penn Credit is a organizations: • • • • • proud member of the ACA International as well as the following Pennsylvania .League of Cities and Municipalities Government. Finance Officers Associations National. League of Cities New Jersey State League of Municipalities United States Conference of Mayors County Commissioners Association of Pennsylvania Maryland Municipal League . Government Finance Officers Association Penn Credits Response Scope of SeE 1 2.7 ity o T.-111' a t. Coneci.io 1 Services DS 1 Special Services Penn Credit focuses on the needs and requirements of all of our clients and prospec- tive clients. We customize work plans that. will help us exceed specific client objectives and goals. • Each client is different and has diverse functionalities. It is unprofessional for a third party collection agency to use standard procedures that best fit their own needs and not that of their clients. All third party collection agencies that are competing for this contract have the same bells and whistles to perform this contract. It is the vendor that best listens to the needs and requirements of the City of Tampa that will be most. successful. Penn Credit has been in business for over 20 years and has become a leader in the col- lection agency industry by developing collection strategies for each individual client as follows: *Developing a strategic collection policy to meet our client's goals *Reviewing and understanding the creditor's policies and procedures *Identifying performance gaps through internal audits *Validating contract work expectations and state and federal compliance *Evaluating trends, profitability and growth opportunities The above process will help to determine the best specific plan for the City and help to , create the most efficient and effective recovery. The City of Tampa needs a "Partner" to produce service and results specific to their needs. Penn Credit can be the City of Tampa's "Partner in Progress". On -site Consultations Upon award of contract, Penn Credit can/will provide the City of Tampa with an on -site evaluation to determine what enhancements, changes and additions to inter- nal processes can be made in order to expedite cash flow to the City Our executive management staff includes two (2) individuals with a strong working knowledge of city management and collections processes. Richard S. .Templin, President of Penn Credit Corporation, was formerly the Direc- tor of Central Services for the City of Harrisburg, Pennsylvania. He was responsible for and is familiar with all facets of third party billing and collections within the city structure. Mr. Ternplin provided third -party billing, and managed the City's internal opera- . tions and collections department.. His responsibilities included billing, collection, and Pen; credit's Response rvk:es • page 28 f' FC::3 s est for Propose 6 E „P 11. 08 r Citywide Debt: Collection ction Sery c:es referral of accounts to third party agencies. He irr.pleniented collection programs that included not only dunning letters but also calling programs, which expanded the city's recovery rates. David C. Latshaw, Executive Vice President of Penn Credit Corporation, was formerly the city manager for the City of Staunton, Virginia, and the city administrator for the City of Harrisburg, Pennsylvania. A veteran city manager/administrator of 20 years, Mr. Latshaw possesses the experience to provide guidance in the matter of a needs as- sessment. During his tenure with the City of Harrisburg, Mr. Latshaw planned and directed the City of Harrisburg's budgetary reduction efforts aimed at overcoming a $3.1 million operating deficit. He planned and guided the financial recovery and overhaul of the city's waste -to -steam generating facility as well as played a major role in the City of Harrisburg receiving the All -American City Award. These two (2) individuals would personally perform a comprehensive needs assessment for Tampa at no charge to the City Insurance and Bonding We maintain comprehensive insurance coverage and bonding to protect our interests and those of our clients. Our coverage includes Professional Liability, General Liability, Automobile, and Excess Liability; Workers Compensation, and Errors and Omissions insurance. We will provide copies of our insurance certificates, which list the amounts of our coverage. We are bonded in all states, which require bonding as part of their licensing procedures, and in addition to the insurance coverage we carry, our employees are bonded to protect against employee dishonesty, forgery, fraud, and loss of funds. Penn Cr `F. 's. Res Scope of S 'vic29 7t of Tarr i.i C7 for r Proposals tb3 C tv` vfti : f 108:110t' Remote Audits Ai. no cost, to our clients, Penn Credit enables a remote user to view account activity on-line. This remote activity program can be accessed through the Internet using a standard browser. • We assign a username and password that allows clients access to their accounts only. By logging into our system, the client has the ability to search by account number to view items such as balance, payments, account status, remarks, and account transactions. Another feature available through the remote activity system allows for the download of an Excel spreadsheet containing either the entire client inventory or active account inventory. In -House Colleciton System We offer you the following benefits with our in-house collection system: • Ability to process files that have fixed length records and customize when necessary • Ability to receive and send data in various formats; providing the ability to conform 100% to client requirements • Ability to calculate interest and penalties, when necessary • Unlimited capacity to accommodate large placement volumes • Ability to change system and processes, upon request • Ability to create and customize management and performance reports in any format and frequency desired. • Ability to provide controlled and secure access to client data • Ability to customize collection letter series and telephone scripts • Ability to recognize and react to specific accounit. characteristics (i.e. broken promises, payment arrangements, etc.) • Ability.to automatically link multiple accounts Per? s Scope o Se r`bF ices 0 City Cat Tamoz. Request for Collection Methodology We beleive the key to successful collections is working with delinquent consumers, and assisting them to act responsibly in resolving their accounts. However, in addition to working with the debtor in a professional manner, collectors are trained to recognize that whenever two parties are faced with a problem, mediation must come into play. Relationships between collectors and debtors require understanding and negotiation. Each side must be willing to work with and comprehend the other's needs in order to reach a conclusion satisfying to both. Penn Credit will work with debtors so they have a full understanding that any monies collected through payment of their obligation will benefit all City residents. Working with debtors in a professional manner allows collectors to express the seriousness of the outstanding debt and the options available to resolve the account. This approach identifies alternate payment options, maximizes returns, and decreases broken promises and consumer complaints. We believe it will be the best way to collect the largest number of past due utility and/or parking accounts, while maintaining the City's reputation. Penn Credit strongly encourages voluntary repayment of debt. However, we will compel payment when necessary, when the consumer clearly possesses the ability to pay but has no intention to do so, or if the client gives authorization to proceed with litigation. Penn Credit reserves the costliest and most time-consuming collection methods for those debtors who arc unwilling but not unable to pay. Collection Practices and Procedures to Maximize Debt Recovery Penn Credit establishes efficient and effective collection procedures while complying with all federal and state regulations; as well as. client guidelines. Strict compliance is a prime concern for both management and employees. Both our training programs and careful monitoring of telephone calls and account notes ensure that, all applicable laws and standards are adhered to on a consistent basis. Our training program is designed to give collectors the communication skills needed to manage both telephone and written contacts, and the. information they need to effectively persuade the consumer to pay. Help screens are provided to all collectors as "hack screens" in order to assist the collector in recovering payment by providing them with vital in.formation on the account they are working. Penn Credit's collection strategy continues with account prioritization, enabling us to recognize accounts that can be collected quickly. This scoring model allows us to recover the largest amount of funds in the shortest period of time. The efficiency and sophistication of our strategies, our automated collection system and procedures, and our expert collection staff provides advantages that will result in increased collections for the City Penn s R sD rise Scope of Services ... 31 &egi,3cr7 ide De".... i..ices Mission Statement and Philosophy Our mission is to ensure that our employees have the tools to be successful and to excel by providing comprehensive initial and on -going training, physical working conditions conducive to high productivity, positive motivation, strategic and tactical direction; and assistance when needed. Our approach to performance measurements is strictly goal -oriented with formal performance assessments at. least once a month. • This philosophy translates into high employee productivity, creates a teamwork environment, consistency; and effectiveness throughout the company. Accounts receivable management for the industries we service is technologically advanced, dynamic, as well as intensely competitive. We successfully implement our philosophy and core competencies to build a competitive advantage and maintain our industry - leadership position within each of these industries. )e 3 �.� t.,. of Services � page .�2 a , fon oposals for Citywide Experience arnl nia' Meeations of Personnel Executive Management Penn Credit. Corporation's management team members possess a distinctive blend of private, public, and non-profit sector leadership and experience. Over the years, our clients have come to greatly respect and appreciate this diversity of experience as it. is applied to their specific needs, challenges, and opportunities. Brief career overviews of these individuals follow. Donald C. Donagher, Jr., Chief Executive Officer Mr. Donagher is a tremendously successful, self-made entrepreneur who has been an active leader in all facets of the collection industry for over 30 years. He is a member of the American Collectors Association's "Committee of 100", whose membership is comprised of the leaders of the top 50 collection agencies in the United States. Mr. Donagher has been the recipient of the Beacon Award from the American Collector's Association and the prestigious Dr. Martin Luther King Community Leader Award from the City of Harrisburg (PA). He has also been recognized for his many entrepreneurial accomplishments and service as a Board member by Pennsylvania's Capital Regional Chamber of Commerce. In his role as Chief Executive Officer, Mr. Donagher is responsible for ensuring that the company's leadership and strong position in the collections industry. Richard S. Templin, President Mr. Templin possesses more than 30 years of hands-on collections, patient account, and medical billing experience. In Ins distinguished career, Mr. Templin has served as the Director of Central Services for the City of Harrisburg (PA) and Patient Accounts Manager for Harrisburg Hospital. He has also served on the local and national Board of AAHM for 10 years and was instrumental in helping develop the Healthcare Certification Program for the American Collector's Association (ACA). Mr. Templin has spent a life -time of involvement and service to high school; college and community drum and bugle corps as a choreographer and adjudicator. His impact and commitment to this endeavor has contributed broadly to the positive pursuits of thousands of youth around the country. In his role as President, Mr. Templin is responsible for establishing the strategic vision • for Penn Credit Corporation and ensuring the highest possible level of responsiveness and service to Penn Credit's many "client partners". Penn Credit's Resp Scope of Ser k:e`.`r page 3,3 tion Services y . Thomas E Foley, Jr., Chief Operations Officer Mr. Foley has had a truly unique experience in his more than 25 years in the collection industry He began his career with Penn Credit Corporation as an intern and successfully assumed a number of increasingly responsible positions that prepared him well for his present role as Chief Operations Officer. Over the course of his career, Mr. Foley has gained extensive background and experience in managing a wide -variety of various governmental receivables and debt portfolios. As a committed father of four, Mr. Foley has been involved in a wide range of community and school related activities. One of his particular passions has been Little League Baseball. Over the past eight years, he has served as a coach to a local team —and a member of the Silver Springs Little League Board of Directors. Mr. Foley was one of the original members of Information Access Technologies (IAT) Vendor Advisory Council on Dialer Technology Development. In this capacity, Mr. Foley had the responsibility of helping to guide the development and refinement of today's collection industry dialer technology. In his role as Chief Operations Officer, Mr. Foley is responsible for planning, prioritizing, directing, and facilitating the day-to-day operational activities of Penn Credit's line operating departments and the actual attainment of all established business, collection, sales, client service, and profitability goals. Thomas Perrotta, Vice -President of Collections Mr. Perrotta has more than 25 years of debt collection industry experience. In 1995, he joined Penn Credit as a Collections Manager and later was promoted to his current position as Vice -President of Collections. He is' a graduate of St. Joseph's University - (Philadelphia, PA), where he received his B.A. degree in Business Management. Mr. Perrotta is ACA Certified. Mr. Perrotta's key interests include cooking, golf, and coaching little league basketball and lacrosse at the CYO levels. He is an avid sports fan with a particular passion for both St. Joseph's University basketball and Philadelphia Eagles football. In his role as Vice -President of• Collections, Mr. Perrotta is responsible for a many diverse activities, including- maintaining production and revenue goals;. developing viable solutions to address client concerns and overseeing debtor/public relations; hiring of collectors and their on -going training in collection techniques; and ensuring that all established recovery goals are achieved. Scope of .,J`.:9 ices page 34 Ta IT lest, for P„o'.it.Sa s forCitywide ide Debt 610>81'`} Mr. Perrotta also provides executive management with guidance and recommendations on policy, processes, and/or procedures required to improve collection productivity He maintains Penn Credit's on -going quality control programs, ensuring compliance with all laws, regulations; statutes and contractual requirements on behalf of Penn Credit's clients; and he serves as a the company's key liaison with "outside auditors. Donald E. Burkhart, Vice -President Technology & Software Development Mr. Burkhart has been associated with the collections industry for over 20 years. Immediately after obtaining his college degree in computer information services at Central Penn College, he secured a position with a computer software development firm where he was responsible for designing collection software for over 50 agencies. Two years later he began his career with Penn Credit as. a Computer Programmer, with a primary focus on the development of customized collections software. As time passed,. the dimensions of his position and corresponding responsibilities increasingly grew as technology advanced and the demands of the collections industry grew In 1996, Mr. Burkhart obtained his Microsoft Systems Engineer Certification which allowed him to develop and more effectively manage Penn Credit's corporate network. With this new enhanced knowledge and understanding of networking, he was also able to expand Penn Credit's corporate boundaries through the opening up new branch offices and connecting the company's remote users to the internal network infrastructure. Today, Don holds the position of Vice President of Technology and Software Development. In this capacity his responsibilities include managing the MIS Department; advanced programming; network administration; web design; operational analysis; special projects; technical assistance to sales and client services; and advisor to executive management on systems and technology integration and advancement. Orlando E de Garcia, Spanish Speaking Collections Manager Mr. de Garcia has worked in various capacities with Penn Credit over the past. 20 years. Recently, he joined Penn Credit in a full-time capacity as the company's Spanish-speaking Collections Manager. His diverse arid accomplished background has significantly enhanced our productivity and our ability to collect these specialized accounts. Mr. de Garcia received an Associate Degree from the Harrisburg Area Community College (PA); a Bachelor's Degree from Elizabethtown College (PA); and his Masters of Science Degree from Shi.ppensburg University (PA). He is a graduate of the State and Local. Government Program for Senior Executives at Harvard University (Cambridge, MA) and coinpleted the National Security Seminar of Department. of Defense at the United States Army. War College (Carlisle, PA). Penn Crea 5. 'ons S,. air. In his record of service to the state of Pennsylvania, Mr. de Garcia served three Pennsylvania governors with his appointment to the Pennsylvania Crime Victim's Compensation Board and the Latino Affairs Commission. From 1983 to 1990, Mr. de Garcia was elected to the Harrisburg City Council (PA), and served as City Council President from 1990 to 1998. In 1998, Mr. de Garcia retired from his position as Executive Secretary of the Pennsylvania Milk Commission and served the City of Hialeah Gardens (FL) as- an Executive Assistant to the city's mayor and emergency management coordinator. Mr. de Garcia retired from the United States Air Force Reserve in 2007 after more than 22 years of regular and reserve active duty He has been a Pennsylvania educator — at Harrisburg Area Community College, Penn State Middletown campus, and the Harrisburg Police Academy —and has been associated with many community and professional organizations, including: Harrisburg River Rescue; Dauphin County Crime Stoppers; and the Crime Victim's Witness Program of Dauphin County. • He has also served on the Boards of the Capitol Region United Way, the NAACP, the Penn State University Board of Advisors, the Capitol College, the Messiah College Business Advisory Board, the National League of Cities, the Pennsylvania League of Cities, the National Latino Elected Officials, and many other community organization and public service associations. Brett Templin, Client Service Manager Mr. Templin has been a member of the Penn Credit Corporation family since 1994. While still in high school, he served as a summer intern: and over the past 14 years, he has worked in a number of other positions in various company departments. He received his B.A. in Business Management from the University of West Chester (West Chester, PA). Following in his father's footsteps, one of Mr. Templin's life-long passions have been marching band competitions. Since his student years, he has been actively committed to the education and choreography of numerous high school marching bands, resulting in immeasurable benefits ,to countless young adults across the country. In his role of the Client Service Manager, Mr. Templin is responsible for providing the highest level of service and responsiveness to each and every one of Penn Credit's clients. Such activity ranges from answering a simple client question to researching — and resolving —a more complex technical issue. His specific responsibility is to monitor and manage any client issues/concerns with the utmost urgency, ensuring a careful, logical and methodical. progression analysis that benefits our clients and Perm Credit Corporation. Perm Credit's Response of Services ;. e 36 of Tarn is -ds for :1131108 tie Tim Foley, Collections Manager Mr. Foley began his career with Penn Credit in the summer of 1992 as a summer intern. While attending Harrisburg Area Community College, he worked part. -time as one of Penn Credit's first Client Service Representatives. Soon, he was a full-time loop collector; and in 1995, he was promoted to his first collections supervisory position. Mr. Foley was promoted to Assistant. Collections Manager in 1998; and by 2001, he was a licensed Collections Manager for the States of Michigan and Tennessee. His most recent, career promotion was to Collections Manager, where he is responsible for the performance of a staff of approximately 80 collectors. At every step of the way during his career with Penn Credit, Mr. Foley has established an impressive tract record of accomplishment. His never-ending commitment. toward excellence is one that has served both Penn Credit. and its clients well over these many • years, and we see nothing but continued professional growth and success in his future. Penn C edit`, Response ces .. F� r. 61081108. Debt Co......., ii _" 'ices Debtor/Client Services and Disputes Penn Credit maintains toll -free numbers specifically for inbound telephone calls with collectors available to speak with debtors from 8:00 a.rn. to 10:00 p.m. Monday through Friday and 8:00 a.m. through noon on Saturdays. Most inquiries are resolved immediately with the remainder answered within 24 hours. Each inquiry will be directly logged into each debtor record to help ensure a timely reply and to provide a historical record of all inquiries and responses. We include these toll -free numbers in all correspondence with debtors. Our client service representatives are available to answer client concerns Monday through Friday from 8:00 a.m. to 5:00 p.m. In addition, clients are supported at all tirnes through voice mail, e-mail, and fax transmittals. Our normal operating hours for outbound phone calls including the use of dialers, are provided in the table below During these hours, our collectors work their accounts. This schedule enables Penn Credit to contact debtors at convenient times in all time zones. Hours of Operation Day Monday Tuesday Wednesday Thursday Friday Saturday Sunday Start. 8:00 A.M. 8:00 A.M. 8:00 A.M. 8:00 A.M. 8:00 A.M. 8:00 A.M. 1:30 P.M. Collectors End 10:00 PM. EST 10:00 P.M. EST 10:00 P.M. EST 10:00 P.M. EST 10:00 PM. EST 12:00 P.M EST No live collectors Dialer Ends 11:59 P.M. EST 11:59 P.M. EST 11:59 P.M. EST 11:59 P.M. EST 11:59 P.M. EST 11:59 P.M. EST 11:59 P.M. EST Penn Credit's extended hours of operation provide greater opportunities for contact with debtors. Debtors can contact us 24 hours a day; 7 days a week, and leave messages in the assigned collector's mailbox. • Messages will be retrieved the next business morning and a return call will be placed to the debtor. Further, debtors may view their accounts and make payments at any time on our website. Client Service Support We take great pride in the stability of our work force and the relationships that our . client: service department has developed with their assigned clients. Because our client service department is stable and staffed with experienced personnel there is no need for our clients to "retrain" staff continually due to constant turnover. Client service representatives, assigned to work with our clients, serve as the primary point of contact for daily inquiries concerning accounts. They have a solid company - Penn C s•_'e Scope o j. rv:ces wide understanding of Penn Credit's procedures and processes. This knowledge enables them to quickly and appropriately respond to inquiries. In addition to their role as the primary contact for daily inquiries, CSR's work closely with the contract manager to ensure requests are promptly communicated and addressed. Client service representatives will be specifically responsible for: • • Processing administrative resolutions and collection support. requirements • Suspending collection activity on an account, as requested by client • Returning accounts and supporting documentation • Responding to all inquiries in a timely manner Goals and Objectives The primary goal of Penn Credit's staff is complete dedication to our customers and clients. Perri Credit is committed to providing quick and efficient customer service to government entities and debtors. Examples of the advantages offered by Penn Credit are: • Accountability — Working diligently to ensure that the ethics of our client's guidelines are upheld as outlined. • Partnership — Maintaining open lines of communication and to determine what strategies are most effective in maximizing Penn Credit's performance on our client's portfolio. • Convenience — Remaining accessible with dedicated staff throughout the day to continue accommodation and any and all of our client's needs and requests. • Flexibility — Dealing with our client's customers to create the best possible situation for the customer as well as our client. • Communication — Providing a monthly narrative and statistical progress report to our client's contract manager. Penn Credit believes that above all providing the best customer service is the only way to conduct business. Our client service department understands the integral nature of client support. Our operations are entirely dedicated to the development and maintenance of client/agency relationships. Our balanced approach to customer service extends beyond our clients and continues with our collection methodology. We perform vigorous, lawful and customer -focused collection activity. Proper telephone techniques, complaint .prevention and debtor sensitivity are included in our continual training sessions. We review each debtor situation thoroughly and discuss all available repayment. options. This ensures the reputations of both Penn Credit and.our client remain positive within our respective communities. for Pr 7( ? Citywide ', t. vk.. 51081.108 Handling Customer Complaints Penn Credit Corporation trains all of our collectors in professional collection techniques. The nature of the collection business, at times, inherently lends itself to complaints. Penn Credit has benchmarks in place for handling complaints. We train supervisors and managers at every level how to handle customer complaints. This training focuses on defusing the situation. All complaints are referred to a collections supervisor and if they are not able to offer a resolution, the matter is referred to a collection manager for -resolution. In rare instances where the collection manager is unable to rectify the issue, the complaint. travels up the chain of command to the Vice President of Collections and so on to the President. of the company if necessary. Penn Credit records all collection calls; the knowledge of this by the collector and the debtor aids in keeping calls professional. Complaints The process of submitting, approving, retaining, and updating client contracts is a critical aspect for Penn Credit. All parties involved in the contract implementation• and execution must thoroughly understand the contract's requirements. Penn Credit recently created the position of contract administrator to ensure that all contracts are reviewed and implemented by each department in a timely and accurate manner, according to the client's requirements. We perform contract audits during the first 30 days to guarantee that all client specifications are being met and were set up correctly This process greatly reduces borrower. complaints. Our internal compliance department maintains an ongoing internal quality control program to ensure compliance with all internal procedures, regulations, contracts and applicable laws. The safeguards put in place by this department guarantee compliance with your contract provisions and all applicable collection laws. The objective and impartial view of day-to-day operations offered by this department give us the ability to quickly adjust methods and processes that affect our clients. This department has helped Penn Credit remain compliant with all federal, state, and local laws and regulations. All written complaints are forwarded to the internal compliance department who records the complaint, investigates the basis of the complaint, determines the validity and prepares a written response. If the complaint involves a debtor, Penn Credit ceases contact. with the debtor so that their concerns can be addressed prior to any additional collection attempts. All complaints receive a written response, unless the City's specifications indicate otherwise. Prior to mailing the complaint response, Penn Credit's corporate counsel . reviews the complaint and response..to ensure that the complaint is resolved, all concerns noted in the complaint are addressed and the dignity of the debtor maintained. Penn Credit's Scope of S'r°vit Proposals for 'vide Debt C,=1e Recovery specialists undergo an in depth training program during which they are provided instruction on how to handle all types of telephone calls without violating a debtor's rights or their dignity. A.1I Penn Credit employees are tested annually on the ED.C.P.A. and recovery specialists are required to have a passing grade of 90%, in order to communicate with the debtors. Given the emphasis on these two areas by our management team, few valid complaints are ever received by Penn Credit. All. instances of non-compliance to policy or procedures are brought to the attention of management, so that counseling, retraining, or other corrective measures can be undertaken. We have a "zero tolerance" policy on violating a debtor's rights and management strictly adheres to the related policies, including our published ED.C.P.A. policy Client Requests Penn Credit's client service department serves as a daily resource for our municipal clients. Client service representatives (CSR) are fully versed in collection procedures and federal/state regulations and are kept abreast of the latest developments in the industry through Penn Credit's ongoing training program. They have access to the most recent account information entered by our collectors and serve as the liaison between collectors working the account and the City. An individual CSR is assigned to each client, allowing him/her to become familiar with that client's unique needs and requirements as a single point of contact. The client service department handles all client requests. The standard process through which client requests are resolved is as follows: • All client complaints are logged into our client support program by the CSR. • The majority of complaints can be resolved by the CSR. • If the CSR is unable to resolve the complaint, he/she will assign the complaintto the appropriate department for resolution. • It is the CSR's responsibility to follow-up with the assigned department to ensure that the complaint is adequately resolved in a timely manner. • If the CSR encounters any difficulty with departmental resolution of a client complaint, he/she will escalate the problem to managementto ensure prompt resolution of the complaint. Disputes If a debtor advises us that they are disputing the validity of their account for any reason, all activity on the disputed portion of the account is immediately suspended. • We then contact the client's designated representative to validate the debt. The debtor will then be contacted regarding the outcome. Credit's Response Scope of Services - r' f.;. When appropriate we, will send a system -generated letter, which gives very specific instructions to be followed in providing information for an account review. It is our corporate mission to provide the highest degree of customer service to every client. At the same time, all Penn Credit staff understands and is constantly aware of the emotional volatility involving communication with debtors. Our goal is to obtain full payment first, and if that. is not achievable, to work out payment arrangements which will benefit the client and will be satisfactory and manageable for the debtor. We ensure constant awareness of the sensitive nature of discussion with debtors through several proactive means: • Discussion of customer -service policy and complaint avoidance during hiring process • Review of client -specific policies and protocols during employee orientation at the outset of each new contract • Regular desk -side review by training mentor • Regular telephone observation by unit supervisor • Periodic telephone observation by collection supervisor • Participation in tele-seminars provided by ACA International • Telephone "barge" by any management team member if call tension is escalating/second voice is needed • Training on policy or procedural directives and suggestions issued by the client • Discussion of ,complaint/dispute avoidance at weekly unit meetings,. weekly performance -reviews and workshops • Focused use of available training resources and periodic review training Should a dispute arise, when notified of the situation, Penn Credit will cease all collection activities on the account and will notify the client in writing of the complaint or dispute. Internally we follow set procedures to handle disputes. These procedures are adapted to each client's specific situation and wishes, if appropriate: • Disputes are forwarded to the client's CSR • The CSR requests the necessary documentation and attempts to resolve th.e issue • The account is placed on HOLD until information is received and reviewed and the issue is resolved • The client is notified, in writing, of the dispute or special request • Unresolved cases are forwarded to a manager • Information collected concerning the issue may be forwarded to the PCC outside auditor, who reviews the information privately with the collector • Accounts are sent back to the manager to resolve or finalize the issue Penn Credit's Response Score of Services - page .ty or ;< sT`J for Prc P 610 ;: Cty with the client and the debtor . • A report on the dispute or request is entered into the permanent. account record • • Documentation of instance and resolution is forwarded to client if client desires • Collection efforts resume once the dispute is resolved to debtor and client's satisfaction and we receive authorization from the client i.o continue collection efforts Penn Credit will not return accounts that are in dispute unless instructed to do so, and we will follow our normal procedure of ceasing all collection activity on any account in dispute. We will forward the information we receive in writing to the client for resolution. of the dispute. We will attempt resolution within 30 days, and will resume collection activity immediately upon being directed to do so, by our clients. Documentation and Audit of Collection Activity Penn Credit's collection system generates a number of performance reports that allow our supervisors and managers to monitor recovery activity in order to obtain maximum recoveries. Collection supervisors are responsible for monitoring and tracking the daily, weekly, and monthly collector figures in the following areas: • maintenance of collection standards • phone call durations (150 calls and 250 minutes'per day) • new work minimums, promises, broken promises, proper skip tracking procedures • monitoring communications to ensure ED.C.P.A. and company policy compliance Internal Analysis Month -to -date collection figures are reviewed weekly to ensure that collections are in line with established goals. Internal batch tracking will be done monthly and reviewed with the collection staff. We believe that the collection staff should be constantly aware of the performance and rankings compared to our competitors and each other. Collection bonuses will be awarded for winning batch tracks and maintaining recovery rates, as well as personal collections. Some of the evaluation reports that our supervisors utilize are: Call Result Report Provides a record of the accounts with comments the collector worked the previous day. Summarizes what resulted from each call, e.g. "no -answer," "left message," "busy signal," "promised payment," etc. Penn din:':., Response Scope of Services page 43 id;: n ebt Co Collection Activity Report Provides a record of how many accounts were scheduled to he worked per representative, how many accounts were worked, requested to be closed, transferred to legal, how many letters were sent and how many promises to pay were set up, as well. as if payment agreements have been established. Phone Report Provides a record of the total amount of calls on an incoming and outgoing basis and the total amount of time on the phone. Collector Work Totals Provides a record of totals for the amount of work each collector does in their loop by priority. This report can be generated by date(s). Collector Verbal Audit Report Each supervisor is required to verbally monitor their collectors on a bi-monthly basis to assure company guidelines, ED.C.P.A. guidelines, and professionalism are being met. Every supervisor is required to perform daily supervisory reviews on random accounts to ensure compliance of work standards and regulations. Written account audits are performed monthly on each collector. These audits are retained for one year and can be reviewed by our clients at any time. Penn Credit also allows for our clients to call in from their location and monitor a specific extension and listen to a collector's conversation. This resource can be provided to you upon scheduling a specific time for the call monitoring. Audit Trail: Penn Credit's collection system tracks all aspects of the collection process and creates Audit Trails, which include but are not limited to the following: • Payments • Adjustments • Comments • Notices sent • Account Statuses • Collector statistics • Client statistics Penn Credit's dit's oi ise Scope of Services - page .Aq4 .Cy of Ta p Reg fc)7 Proposals for Citywide Debt Collection ServcieS RFP # 61081.108 Hardskip Cases Penn Credit's collection staff MI derstands that., at times, debtors do not have the ability to pay in full and/or settle in full when applicable. In those situations, the collection staff is trained to ask and/or update financial information designed to make the best possible arrangement for both the debtor and the client. Penn Cretfit's Response Scope of Services page 4-5 for . 6y O8 1 .1 S.i i Security and Technology Our collection. activities are conducted on an in-house developed, completely automated, accounts receivable management system running on an AIX platform. This software, designed and written entirely by Penn Credit's IT staff, provides quality and versatility to our clients. Because we are independent of an outside source to customize changes, we are able to efficiently tailor software changes to meet the needs of our clients. Perm Credit's in-house developed collection system promotes. "total recovery efforts" on all accounts placed for collections. Penn Credit routinely utilizes our customized software to: Maximize strategic follow-up on all collection accounts in our system Monitor and review collection activity Support the flow of relevant data through reports, remittances, and interfaces • Schedule account follow-up and track specific accounts Software is available or can be developed for the specific purpose of meeting your project goals. The interface delivers controlled and secured access to client data, the ability to customize performance reporting and collection letter series, and the ability to recognize and react to specifically coded accounts. System Support Penn Credit's IT Support Center operates 24 hours a day, seven days a week. Clients may call. our Help Desk toll free to report problems,. receive account assistance, or check. the status of a project. Penn Credit's Hardware: • IBM pSeries Model p52a Server • Four 1.6GHz 64-bit Power 5 processors • 8GB of memory • 2x146GB internal disks • Dual 10/100 network interface • Dual 2GB Fibre adapters • FastT 600 Storage Server • 8x73GB FibreChannel Hot -Swap Disk Drives • Expansion up to 6 Terabytes of disk space • Dual -path fibre cable, connection to p52a server • IBM Ultrium LTO 3580-L13 Tape Drive • 100GB per tape or 200GB per tape compressed Penn Credit's Response Sco eof Services ... page Cit)r wi M13:_ e .. Penn Credit's Operating System and Software • AIX V5.3 operating system • C for AIX • AcuCobol V7.2 All collection software is designed and developed in-house. Methods of Secure Transfer Penn Credit has the ability to receive account. placements and transfer data in a number of different formats, and occasionally clients may use, or ask us to use, several different formats to transfer account information. We accept accounts electronically in various ways: SSH File Transfer Protocol Data is transferred via the Internet directly to the Penn Credit SFTP site. This method of transfer utilizes built-in data encryption to ensure information security. iPGP Encryption (FTP transfer) Penn Credit maintains a protected FTP site or we can authenticate to your FTP site to perform the transfer. iEncryption Plus (Email Attachment) An end user can attach a data file and encrypt the email using software called Encryption Plus. The data file arrives securely at our site, and is logged so the data can be processed for conversion.into our collection system. lWeb Access The Internet is used to access data files on the client's website. Floppy disc or CD Regular LISPS mail or a carrier is used to transfer data. Hard Copy for Manual Input Available staff is utilized to manually input accounts. Penn Credit's flexibility allows clients to choose what method or methods suit their needs. Because we have our own in-house software and a talented and experienced information -technology team, we do not depend on a third party. We have our own software running our collection activities, controlling our databases, and providing for efficient management of all of the agency's business. Upon award of contract, Penn Credit will implement the procedures for data transfer. They are outlined as follows: {: is esponse Scope of Services i ge 47 Phase 1— Initial meeting A. Review of the program participants computer system(s) • Coding referrals (agency code, transfer date) • Adding agency fee to accounts • Coding direct payments versus agency payments • Accepting NSF payments from agency B. Electronic data file layouts • New Referral Files • Direct Payment. / Adjustment Files • Agency Payment / Adjustment Files • Recall Files C. Determine data transfer method D. Data Encryption E. Schedule. of Electronic File Transfers E How will monies be transferred? G. Electronic Reports & Special Reports Phase 2 — Testing A. The City will transfer the following test files to Penn. Credit: • New referral file (approx. 50 records) • Payment / Adjustment file (approx. 10 records) • Recall file (approx. 10 records) B. Penn Credit will review and then convert the test files into its test collection system. The resulting records will be evaluated for accuracy. C. Penn Credit will then produce a test Payment / Adjustment file and transfer it to the City. D. Program participants will test the file against their system. Phase 3 — Implementation A. The first new referral file is transferred to Penn Credit B. New referral file will be converted into the collection system. C. Collection activity will then commence D. All subsequent data files will be transferred according to the Schedule of Electronic File Transfers Penn .spo:1nse vR„E-.;s .},. 48 forDen £ t €l. Information Security Confidentiality Penn Credit understands that: both federal and state law protects the confidentiality of information contained in accounts. This includes all of the information, which the City of Tampa will be forwarding to Penn Credit when assigning debts for collection. Penn Credit will be considered an agent of the City of Tampa for the purposes of protecting such confidentiality and will be subject to the same disclosure and secrecy agreements as any employees of the City of Tampa. Penn Credit is a strong believer in confidentiality, handling delinquent accounts with the highest confidentiality level a collection agency can possibly offer. We maintain systems and document security by limiting access to client -specific data to program personnel only. Client -specific systems login and passwords are assigned to cleared personnel. Physical Security Security glass windows, Halon fire suppression equipment, strategically placed smoke and heat detectors, and hand -scan entry access, protect our buildings. Each individual department is also protected by hand -scan access. Penn Credit's main office building is made of steel, brick, and concrete. Security and surveillance cameras protect the office 24 hours a day, seven days a week. The entire computer operations facility is additionally protected by a second hand scan access point, an environmental temperature control and alarm system. Only authorized personnel from each user department are permitted into the data preparation area. Only personnel from the computer operations and systems/programming department are allowed onto the computer room floor, which is protected by a final hand -scan verification system. Proper and immediate action will be taken against any unauthorized personnel attempting to enter into this "off limits" area. Maintaining Data Integrity Penn Credit understands the importance of maintaining the security of all financial, statistical, personal, tech ical, and other data or information relating to this contract. This information is considered confidential as defined by law or as designated by the client. Penn Credit will protect this information from unauthorized use, disclosure, or destruction through the observance of all federal and state information security and confidentiality laws and our own procedures describe below. Included in our comprehensive collections services is our own `in-house' letter shop. Since we do not outsource collection letters, we are able to customize letters to your exact specifications while maintaining the highest levels of security for your residents' confidential information. Pen n Cred t'Res[ )t"rose Scope of Services 49 ;al; for citywic ot. %.. - Services Our system is highly secure. Only users with authorized passwords can access accounts. Internal security modules guarantee that no unauthorized access to sensitive data can occur. We utilize a multi -tiered security system involving access limitations at each of the following: • Terminal Level • Data communications Network • Systems Software. Level • Applications Software Level • Accounts are assigned to specific collector's queues based on work standards. Only the collector to whom the account is assigned has access to the work queue. In this way, the company restricts the number of persons who can view accounts. Access to all data is restricted via extensive controls built into this system. In addition, Pemi Credit's on-line computer system enables us to send broadcast messages to any collector or supervisor working the City of Tampa's accounts, keeping them updated on any new issues. This extensive communications network also allows us to establish and implement any new security procedure. Firewall Penn Credit Corporation's Internet Firewall consists of a hardware firewall from Watchguard Technologies. This hardware appliance logs all unsuccessful attempts to gain access to the internal n etwork as a method of detecting intrusions from unauthorized personnel. Access to the location of data files is limited to the MIS Department: No other person in the organization can gain access to this end node. Penn Credit has two fullTi connections to the Internet. This internet connection not only allows our collectors the ability to access vital skip tracing utilities, but it also gives Penn Credit the ability to transfer large quantities of data. Back- Up Procedures The entire main collection system is hacked up five nights a week. Once a month, we send the latest nightly backup tape to an off -site safety deposit box. Twice a month, we send the latest nightly backup tape to an off -site location. Authentication Penn Credit Corporation does not employ an Auto Login procedure for its users. Our collection system requires each user's individual login ID and password before allowing access into the main collection system database. User logins and passwords are used in preventing any unauthorized access to management or bookkeeping controls. Any changes in data are tracked using permanent audit notes on each account. ed.tse ices p)agr 5` i t=f., i o n Destruction of confidential information Hard CoPy Data It, is our policy to shred all documents, when no longer needed. To that end, all employees are required to read and acknowledge their understanding of their personal responsibility to uphold this policy Penn Credit utilizes the services of Tri-State Shredding Company in the destruction of documents, provided with locked bins where documents are securely held until they are shredded. Only the employees of the company contracted to shred the documents have access to the locked shred bins. Those employees are bonded and the contracts with those companies include language enforcing their obligation to maintain the confidentiality of the documents contained in the bin. For added security all. shredding is performed on -site. This measure further ensures that information is not compromised once it leaves any Penn Credit facility. Electric Format It is Penn Credit's policy to keep electronic data files online for three years, unless otherwise required by the client. After one year, the originaldata file is deleted. Once all efforts have been exhausted on an account, we can provide a cancellation report. to Taxation. Accounts are then archived and stored according to state statutes. Ethical Responsibilites in accordance with due diligence and Fair Debt Collection. Practices Act (ED.C.P.A.) guidelines, Penn Credit certifies that we, nor our principals, officers or employees have been subject to any ED.C.P.A. infractions, judgments due to inappropriate business practices, or Federal Trade Commission (FTC) complaints. Penn Credit demands that individuals subject to debt collection practices be treated with dignity and respect, while we perform the necessary "due diligence" to achieve exceptional results for our clients. We have a zero tolerance policy for customer/debtor complaints and focus very seriously on eliminating complaints. Penn Credit adheres to the following: • Gramm -Leach -Bliley Act. (15 U.S.C., Subchapter 1, §6801-6810 • Fair Debt Collection Practices Act (15 U.S.C. § 1692 et seq.) • Consumer Credit Protection Act. • The Privacy Act. of 1974, as amended (5 U.S.C. § 562a) • Fair Credit Reporting Act (20 U.S.C. § 1681 et seq.) • Health Insurance Portability & Accountability Act (HIPAA) • Immigration Reform and Control Act of 1986 (MCA) • OSHA regulations Fair Labor Standards Act .and Federal minimum wage laws Perin Cre 5e Scope of Services - t)K:ge 51 Seri In addition to complying with state and federal laws and regulations, Penn Credit has voluntarily adopted guidelines approved by the American Collectors Association., Code of Ethics and Professional Responsibility. Remote Audit At no cost to our clients, Penn Credit enables a remote user to view account activity on-line. This remote activity program can be accessed through the Internet using a standard browser. We assign a username and password that allows clients access to their accounts only. By logging into our system, the client has the ability to search by account number to view items such as balance, payments, account status, remarks, and account transactions. Another feature available through the remote activity •system allows for the download of an Excel spreadsheet containing either the entire client inventory or active account inventory. Screen shots of Penn Credit's remote audit system follow. Credit's Response i {;p of Services page City of Ta Frio: ii.equest for Proposals for Citywide Debt Collection Services RFP 61. 08 11:08 'PENN.CREDIT CORPORATION: " 'PARTNERS NiPROGRESS' • Secure Client Access System Global Client Number Password Submit Please enier your Global Client Number and Password and then click "Submit" .11A4ledtg2iia:;;M:414 Secure Client Access System Global Client#: GL1040 Client Name: Palm Beach Cty Clerk of Courts Client Access Menu :Account lookup via client account number Service Date lmmiticliccyy) The service date field should only be used if you have multiple accounts with the same account number. ei Create CSV file containing active accounts "New — °Create CSV file containing all accounts Nev Click here to L000ut Penn Credit's Response Scope of Se,rvices page City of Tan'113a ReqUeSt fo Proposals for Citywide Debt Collection Services ' FP # 61.0811 08 -1" T4iitiff*ORitikair. 0601:41Llitiat,gratfir kaatia41-114,411-?` r:)L) IgLhtt 4.14, Global Client#: GL1040 Client Name.: Palm Beach Cty pier* of Courts Search Results ,SeamhAgain 115H Debtor Iriformation EP1 SMITH, JOHN 916 $ 14T5 ST HARRIsBURG, .PA. .17104-0000 Address Update. 2007110/0E Nall Retttrn: Phone: .000-000-.0000 MMI6loyer, 'Work Pbone. 000-00.p-0000 .:Fqi-st 'Contact. '0000/00/20 Last'dOntact: .oc00/00i00 .Promise Date: 0000./.00/0.0 Promise Amount: 0.00 Debtor Status: ACT Tollaw-DpDate, '0000/00/00 # of Attempts. 0fContacts,0 Account Infoz--metion Clienat Account 'Number : 1.2345678.9 • • .Debtor.ID/Tbk, '453207/001 • .Gross 'Placed, 30.00 Client Number: .P5509 • Add-ou-Amt,. l5.00 •-M7 'Placed Date: '..2.007/10/.05- -Ajutments, 13,00 -5-ervide Date: 2007/01/01 . - 'n Penalty/Interest, ...0.0,3 # •off,Lettems: 0 'Total Payments.: ,D..00 .Last LetterDate, .0000/00/00 . :Ba-ance Due. '-.".i•..*-00 Retnrn.Date: poocvootp.o. .Last Payment Amt,55 ReturnReasbm Code, .Last..Payment..Zate: 0000/00/.00 .Patient :Hama: • • M 'Service --Rendered: 'PARKT.NGTICEET• . m •Account :Statue: -NEW Reniarks TBK DAME TIME REMARK ODB 2007/10/02 USER: TF USTR NAME CHG 007 2007/10/08 13:50 USER: TF NEV ACT: 4532077001. a 006 2007/10/08 13:48 USER: TF NEW DEBTOR 005 2007/10/08 1.3:48 USER: TF H.-PHONE CHG 004 2007/10/08 13:48 USER: TF-ADDRHSS CHG Payments PT DATE. PINT.T.YF'E • E . AmouriT Penn Credlt's Response' Scope of Services )age 54 rvices Collection Letters Letters are an integral and effective component of the debt -recovery process. Penn. - Credit Corporation collectors can request standardized collection notices or the system can automatically generate specific letters in English or Spanish at predefined intervals. Installment. agreements, postdated check agreements, and direct -check agreements generate automated letters within a set number of days before each due date. When letters are requested, our system transmits the request, along with the relevant account: information, to the mainframe for processing. Letters are printed by our own in-house letter shop printer, which provides highlight coloring at 180 pages per minute. We print and send our letters ourselves for security and privacy reasons and to strictly control our entire collection process by keeping it all in house. Our clients can select: a letter series to fit their individual needs. This parameter -driven letter series refers to debt owed a single client, even if there are multiple debts. All cases with valid mailing addresses; regardless of balance or age, receive collection letters according to client guidelines. While collection letters are not the focus of our collection process, we design letters to be used in a specified sequence, at specified times, and according to specific circumstance to generate the most meaningful communication with the debtor. For example, we believe that a collection contact followed by a meaningful, well-timed letter offers a better collection impact than a stand-alone collection notice. All Penn. Credit letters can be rnodified to meet the specific needs of the client. The initial demand letter has three main purposes: to advise the debtor that the account. has been assigned to Penn Credit; to give the debtor an opportunity to den) dispute, discuss or resolve the debt obligation; and to determine whether we have been provided with the debtor's current address (if the letter is returned, skip tracing procedures begin imm ediately) . We are always willing to customize letters for clients. We do this because of consumer sensitivity, client advantage and image, and because it can lead to more effective collections if wording for a particular group of debtors is specialized or made appropriate. Penn Credit will obtain Client approval of all collection letters prior to their use and we will obtain approval before making any changes to collection letters sent out to debtors. A typical series of collection letters follows. Penn Cr PC) BOX 988 HARRISBURG, PA 17108-0988 2008/00/00 Account No.: <account number> < debtor's full name > <street> <city, state, zip code> 800-900-1371 Hours: Mon-Thurs 8 am — 9 pm, Fri: 8 am — 5 pm .Sat. 8 am-12 pm (Eastern Standard Time) ACA 7 \7'. E l_N.1T1ONA1. The Alum:ration of Credit and t:allectiain Professionals The below referenced account (s) has been assigned to this office for collection. All future payments and communications should be directed to Penn Credit Corporation. Unless you notify- this office within 30 days after receiving this notice that you dispute the validity of this debt or any portion thereof, this office will assume this debt is valid. If you notify this office in writing within 30 days from receiving this notice, this office will obtain verification of the debt or obtain a copy of a judgment and mail you a copy of such judgment or verification. If you request this office in writing within 30 days after receiving this notice, this office will provide you with the name and address of the original creditor, if different from the current creditor. Account No.: Service Date: Service Rendered: Amount You Owe: <account number> <service date> <service description> <debt amount> This letter is from a debt collection agency. This is an attempt to collect a debt. Any information obtained will be used for that purpose. If you have an Attorney to represent you or have filed bankruptcy, please disregard this letter and furnish us with the appropriate information so we may mark our files accordingly. Detach and return this stub with your check, money order, or credit card information. 2008/00/00 Account No.: <account number> < debtor's full name > <street> <city, state, zip code> Penn C Make Checks or Money Orders payable to: Penn Credit Corporation Pay by Credit Card online at http://wwv.,.penncredit.com IF YOU ARE PAYING BY MAIL WITH A CREDIT CARD, FILL OUT BELOW MASTERCARD VISA 177 Eummt DISCOVER CARD NUMBER EXPIRATION DATE AMOUNT PAID $ BILLING ZIP CODE SIGNATURE Su) pe 56 City of Tampa 'Request for Proposals for Citywide Delot Collection Services RFP 610S1108 PC) BOX 988 HARRISBURG, PA 17108-0988 2008/00/00 Account No.: <account number> • < debtor's full name > <street> <city, state, zip code> - -7 .1)1ze 800-900-1371 Hours: Mon-Thurs 8 am — 9 pm, Fri: 8 am — 3 pm Sat. 8 am-12 pm (Eastern Standard Time) REQUEST FOR PAYMENT ACA N.AT I A 1. The Association of Credit and Collection Profe-ssionals Failure to contact our office leaves us to believe that you do not have intentions of resolving your just debt. If you are unable to pay in full, settlements and/or payment arrangements may be available. We will do our best to work with you. Please contact our office today or send payment in full in the enclosed envelope. Account No.: Service Date: Service Rendered: Amount You Owe: <accountnumber> <service date> <service description> S <debt amount> This letter is from a debt collection agency. This is an attempt to collect a debt. Any information obtained will be used for that purpose. If you have an Attorney to represent you or have filed bankr- uptcy, please disregard this letter arid furnish us with the appropriate information so we may mark our files accordingly. Detach and return this stub with your check, money order, or credit card information. 2008/00/00 Account No.: <account number> < debtor's full name > <street> <city, state, zip code> , ^ ^ Make Checks or Money Orders payable to: Penn Credit Corporation Pay by Credit Card online at http://www.penncredit.com IF YOU ARE PAYING BY MAIL WITH A CREDIT CARD, FILL OUT BELOW MASTERCARD VISA DISCOVER amass: '''' • , ' WU Vil.i' LIM CARD NUMBER EXPIRATION DATE AMOUNT PAID S BILLING ZIP CODE SIGNATURE Penni Credits Response Scope of Services page 57 Tarr RFP ., 61081108 PO BOX 988 'HARIUSBURG, PA 17108-0988 2008/00/00 Account No.: <account number> < debtor's full name > <street> <city, state, zip code> Dent 800-900-1371 Hours: Mon-Thurs 8 am — 9 pm, Fri: 8 am — 5 pm Sat. 8 am-12 pm (Eastern Standard Time) REQUEST FOR PAYMENT IN FULL ACA INTERNATIONAL R.N_h'TtONA1. The hesocistion of Credit and Collection Professionals You have not responded to our attempts to contact you in reference to all the monies owed our client. In the absence of payment, communication is necessary. Pay in full today or contact our office to make payment arrangements. We can help you. Account No.: Service Date: Service Rendered: Amount You Owe: <account number> <service date> <service description> $ <debt amount> This letter is from a debt collection agency. This is an attempt to collect a debt. Any information obtained will be used for that purpose. If.you have an Attorney to represent you or have filed bankruptcy, please disregard this letter and furnish us with the appropriate information so we may mark our files accordingly. Detach and return this stub with your check, money order, or credit card information. 2008/00/00 Account No.: <account number> < debtor's full name > <street> <city, state, zip code> Make Checks or Money Orders payable to: Penn Credit Corporation Pay by Credit Card online at ht-tp://www.penncredit.com IF YOU ARE PAYING BY MAIL WITH A CREDIT CARD, FILL OUT BELOW MASTERCARD VISA DISCOVER VISA CARD NUMBER EXPIRATION DATE AMOUNT PAID $ - BILLING ZIP CODE SIGNATURE ;s R , .,o ise Scope c ices - page of o!'nr.'3' .lest for . 61.0811 PO BOX 988 HARRISBURG, PA 17108-0988 2008/00/00 ID# C000000 Account No.: <account number> < debtor's full name > <street> <city, state, zip code> Debt Collection Sere:<: s r enTt 800-900-1371 Hours: Mon-Thurs 8 am — 9 pm, Fri: 8 am — 5 pm Sat. 8 am-12 pm (Eastern Standard Time) YOU HAVE FAILED TO COMPLY ACA .NT is Ns1'J' I7.\:l r, The Association of f:redit and Collection Professionals To date you have not paid in full or contacted our office to discuss your just debt(s) owed our client. This matter requires your immediate attention. Pay in full today or contact our office to discuss this just debt. Account No.: <account number> Service Date: <service date> Service Rendered: <service description> Amount You Owe: S <debt amount> This letter is from a debt collection agency. This is an attempt to collect a debt. Any information obtained will be used for that purpose. If you have an Attorney to represent you or have filed bankruptcy, please disregard this letter and furnish us with the appropriate information so we may mark our files accordingly. Detach and return this stub with your check, money order, or credit card information. 2008/00/00 Account No.: <account number> < debtor's full name > <street> <city, state, zip code> Make Checks or Money Orders payable to: Penn Credit Corporation Pay by Credit Card online at http://www.penncredit.com IF YOU ARE PAYING BY MAIL WITH A CREDIT CARD, FILL OUT BELOW MASTERCARD VISA DISCOVER CARD NUMBER EXPIRATION DATE AMOUNT PAID $ BILLING ZIP CODE SIGNATURE Credit's Response Ser page 59 il;ry i i d ..2..,.., Core— t S e ry ( 61O -11.Q8 Sample Reports Penn Credit's collection. system maintains a statistical database of performance figures as well as customized reports that will be provided to the City of Tampa's program participants in the desired frequency and format. With a very flexible range of reporting options, Penn Credit has the ability to comply with any reporting requirements, both for internal monitoring and forecasting; as well as for the provisions of the program participants. While these standard reports are flexible, Penn Credit has the ability to create other reports in required formats, if they do not meet the program participants' needs. Actual reports are subject to approval prior to use. Typically; reports to our clients follow the formats outlined below. Acknowledgement Report Serves as a receipt verifying all accounts placed have been received by Penn Credit and verifies the information on the account along with account balance totals. Account Status Report Details the account's activity and current status (e.g. paid in full, bankruptcy, deceased, disputed, etc.). Payment (Performance) Analysis Provides information relating to accounts that are broken down by age of account. This report helps clients better evaluate recovery performance and to forecast future recoveries with the development of recovery tracking methods. Close and Return (Cancellation) Report Lists all accounts scheduled for return, along with the client account number, debtor name, balance and reason for return. Address Updates Includes all updated addresses (new, bad, and changed addresses) that have been discovered and/or obtained through skip tracing services such as NCOA. Direct Payment Statement Lists all payments received by the program participants and reported to Penn Credit. Sample reports follow. Scope of Services ACKNOWLEDGMENT REPORT Penn Credit Corporation 916 South 14th Street • Harrisburg, PA 17108 DA I OF REPORT PAGE 001 CLIENT NUMBER CLIENT NAME CLIENT ADDRESS ATTN: CONTACT ACKNOWLEDGMENT WITH THANKS THIS ASSIGNMENT IS ACCEPTED UNDER OUR USUAL TERMS AND CONDITIONS THAT WE HAVE, WITH YOU. PLEASE NOTIFY THIS AGENCY WITHOUT DELAY OF ANY PAYMENT MADE TO YOU BY THE DEBTOR OR ANY CONTACT THAT THE DEBTOR HAS WITH YOU. FULL COMi\'IISSION IS TO BE PAID BY YOU ON PAYMENTS MADE TO YOU DIRECTLY. DEBTOR# DEBTOR NAME: ADDRESS CITY/STATE . ZIP CODE PLACED GROSS$ BALANCE ACCOUNT DATE # 1001001 Doe, Jane 12 Park Street Harrisburg, PA. 00000 01-01 98 $1000.00 $1000.00 544886 1001001 Due, lane 101 Main Street Hershey, PA 00000 01-01-98 $59.65 $59.65 432849 1001001 Doe, Jane 195 Main Street Harrisburg, PA 00000 01-01-98 $2,567.89 $2,567.89 492394 1001001 Doe, Jane . 224 Front Street Harrisburg, PA_ 0000(1 01-01-98 $998.57 $998.57 927404 1001001 Doe, John 555 Elm Avenue Harrisburg, PA. 00000 01-01-98 $59.65 $59.65 575837 1001001 Doe, lane 9012 Maple Drive • Harrisburg, PA. 00000 01-01-98 $895.00 S895.00 390272 1001(101 Doe, John 448 Main Street Harrisburg, PA. 00(10(I 01-01-98 $2,985.45 $2,985.45 920283 $8,566.21 $8,566.21 7 (f) P6841 Sample Client 100 South Avenue Poughkeepsie, NY 12601 Attn: X. XXXXXXXXX Penn Credit Corporation 916 South 14th Street Harrisburg, PA 17104 CLIENT PAYMENT ANALYSIS SUMMARY FROM: 2007/01 TO: 2007/12 PAGE 0001 CLASS OF BUSINESS: UTL MONTH/ # REF AMOUNT ---- COLLECTIONS ---- # PIF AMOUNT # CAN AMOUNT # CRQ AMOUNT TOT DOLLARS LIQ% YEAR REFERRED PLACEMENT MONTHLY PAID IN FULL CANCELLED CANCELLED COLLECTABLE ****************************************k********k******************************************************************k********aft*** 01/2007 906 536447.04 16536.14 25675.52 .63 12027.28 1 235.44 4 2838.22 531368.28 3.11 02/2007 290 139513.02 4175.30 29522.96 14 2987.28 0 .00 4 966.84 136359.77 3.06 03/2007 757 426542.30 12788.82 23935.47 33 9739.98 1 94.79 8 4928.98 417477.51 3.06 04/2007 421 269394.55 8874.30 23024.44 23 5121.64 0 .00 4 3065.10 266329.45 3.33 05/2007 500 320458.24 4991.26 28347.52 18 3624.21 0 .00 9 6321.41 313462.38 1.59 . 06/2007 0 .00 .00 16451.80 0 .00 s 0 .00 0 .00 .00 0.00 07/2007 999 '1750931.27 14149.02 15130.09 33 9741.53 0 .00 13 1043361.29 704882.78 2.01 08/2007 567 373220.57 2770.68 23999.80 17 2240.68 0 .00 4 651.73 370992.97 0.75 09/2007 0 .00 .00 15880.52 0 .00 0 .00 0 .00 .00 0.00 10/2007 307 170737.74 - 1480.15 14242.17 7 1110.03 0 .00 0 .00 170737.74 0.87 11/2007 1131 654138.24 1735.77 13789.98 6 1205.74 0 .00 3 509.19 653629.05 0.27 12/2007 780 435882.31 96.20 23456.74 2 1166.56 0 .00 0 .00 435882.31 0.02 TOT2007 6658 5077265.28 67597.64 253457.01 216 48964.93 2 330.23 49 1062642.76 4001122.24 1.69 CLTOT 6658 5077265.28 67597.64 253457.01 216 . 48964.93 2 330.23 49 1062642.76 4001122.24 1.69 GRTOT 6658 5077265.28 67597.64 253457.01 216 48964.93 2 330.23 49 1062642.76 4001122.24 1.69 1 PENN CREDIT CORPORATION CANCELLATION REPORT DATE ACCOUNT NUMBER DEBTOR # NAME DATE GROSS TOTAL. LAST PMT REMAINING CLIENT PLACED AMOUNT PAYMENTS DATE BALANCE NUMBER PAGE 0001 STAT CANCELLATION REASON 000001000100 01)2 DOE, JOIIN 05/1)596 $3797.24 0.00r 00/00/00 $3797.24 P5394 NEW UNCOLLECTIBLE 000001000100 003 DOE, JOHN 05/05/96 $259.06 0.00 00/00/00 $259.06 P5394 NEW UNCOLLECI'IBLE 000001000100 004 DOE, JOHN 05/05/96 S489.03 0.00. 00/00/00 $489.03 P5394 ' BKR BANKRUPCY 000001000100 005 DOE, JOHN 05/05/96 S91.62 0.19) 00/00/00 $91.62 P5394 CRQ CLIENT REQUEST 00000 I 000100 006 DOE„ JOHN 05/05/96 $43.20 0.00 00/00/00 $43.20 P5394 PIF PAID IN FULL 000001000100 007 DOE,JOIIN 05/05/96 $126.50 0.00. 00/00/00 8126.50 P5394 NEW UNCOLLECTIBLE 000001000100 009 DOE, JOHN 05/05/96 $53.00 0.00 00/00/00 $53.00 P5394 NEW UNCOLLECTIBLE 000001000100 010 DOE, JOHN 05/05/96 $453.16 0.00. 00/00/00 $453.16 1'5394 • NEW UN COLLECTIBLE 000001000100 011 DOE, IOIIN 05/05/96 $32.60 ' 0.00. 00/00/00 $32.60 P5394 CRQ CLIENT REQUEST 000001000100 012 DOE, JOHN 05/05/96 $14390 0.00' 00/00/00 $143.90 P5394 NEW UNCOLLECT' ISLE 000001000100 013 DOE,JOHN 05/05/96 331.80 0.00. 00/00/00 $31.80 P5394 NEW UNCOLLECTIBLE 00000I00))100 014 DOE, JOHN 05/05/96 $126.83 11.00. 00/00/00 $126.83 P5394 NEW UN COLLECTIBLE 000001000100 015 DOE, JOHN 05/05/96 $42.06 0.00- 00/00/00 $42.06 P5394 NEW UN COLLECTIBLE 000001000100 020 DOE, )OI-IN 05/05/96 $42.40 0.00. 00/00/00 $42.40 P5394 NEV!' UNCOLLECTIBLE P5394 CLIENT NAME CLIENT ADDRESS TOTALS $18647.25 $0.00 $18647.25 21 GL0000 XYZ Widgets Company 123 Market Street Anytown, PA 12345 MM/YY Penn Credit Corporation 916 South 14th Street Harrisburg, PA 17104 CLIENT SPINDOWN ANALYSIS REPORT PLACEMENTS MONTHS AFTER PLACEMENT REPORT DATE 2008/01/02 PAGE 0001 PLACED COUNT AMOUNT ADJS .1 2 3 4 5 6 7 8 9 10 11 12 ***************************************'*********************M********************-*****************k*************************************k*** 01/07 8 2590 26.33 1.02% 03/07 539 251052 11881 3757.86 12496.96 15146.26 15654.84 17330.19 18905.79 20197.41 20479.41 21387.97 21614.04 1.57% 5.23% 6.33% 6.55% 7.25% 7.90% 8.44% 8.56%% 8.94% 9.04% 04/07 429 123080 3743 2419.65 3859.91 6252.68 7530.23 8881.74 10783.57 11451.33 11666.55 12018.16 2.03% 3.23% 5.24% 6.31% 7.44% 9.04% 9.60% 9.78% 10.07% 05/07 477 170946 6415 1476.73 7034.22 8935.36 10022.19 11240.29 12240.79 12408.25 14625.11 .90% 4.28% 5.43% 6.09% 6.83% 7.44% 7.54% 8.89% 06/07 564 219432 • 4594 1984.56 5215.92 9986.23 11189.45 13459.56 15295.22 15957.93 .92% 2.43% 4.65% 5.21% 6.26% 7.12% 7.43% 07/07 604 281254 30298 1064.63 9319.79 12768.87 15600.31 18489.06 19238.43 (;> .42% 3.71% 5.09% 6.22% 7.37% 7.67% 08/07 745 335380 9635 3968.20 8213.29 10981.45 14756.04 17615.86 1.221 2.52% 3.37% 4.53% 5.41% 09/07 837 422769 4300 2975.00 7792.92 12948.4.9 15329.84 .71% 1.86% 3.09% 3.66% 10/07 4337 1911562 35127 19891.09 48172.50 64155.65 1.06% 2.57% 3.42% 11/07 845 320364 1420 3601.49 11038.63 1.13% 3.46% Penn Credit Corporation 916 South 14th Street Harrisburg, PA 17104 717-238-7124 Frequency: Monthly Pay Codes: A=Agency Pmt Account Number Name Statement of Collection Page: 1 Client Name Client #:C PXXX Statement Dates: 12/01/2007 to 12/31/2007 Contract No.: Statement Type: Gross Collection Fee: % of Collections B=Agency NSF / M=Client Pmt / D=Client NSF / R=Agency Reversal / X=Client Reversal Date Date Paid Paid Pay Due Due Placed Collected Client Agency Comm/Code Agency Client Balance 1115' rv12 ,±: RIEBKA B 02/22/07 12/27/07 59.28 23.00 A 13.63 45.65 355.72 1102??„,,'.15 JAMES P 05/26/05 12/20/07 1269.88 23.00 A 292.07 977.81 317.46 *SETTLED IN FULL* SHARON L 09/29/06 12/18/07 10.00 23.00 A 2.30 7.70 494.66 00 JODI 05/26/05 12/10/07 3486.59 23.00 A 801.92 2684.67 5833600 MICHAEL J 12/17/07 12/27/07 1070.36- 23.00 B 246.18- 824.18- 1070.36 3917 1 TARA L 09/29/06 12/12/07 134.30- 23.00 B 30.89- 103.41- 134.30 8271 00 CHLORINE 05/26/05 12/27/07 284.55 23.00 M 65.45 219.10 5137 02 IRVING D 05/26/05 12/27/07 102.22 23.00 M 23.51 78.71 5116 02 CYRIL B 07/18/05 12/27/07 420.00 M 420.00 1221.80 JOANNE C 01/31/07 12/27/07 50.00 M 50.00 2.92 5104 00 5015 03 1109 24 VALERIE 05/26/05 12/10/07 65.12 23.00 M 14.98 VALERIY 05/26/05 12/27/07 37.68 23.00 M 8.67 Client Totals XXXXX.XX XXXXX.XX XXXX.XX ** Total Collections ** $XX,XXX.XX ** Pa State Sales Tax $.00 Our Gross Check to you = $XX,XXX.XX You Owe Us $X,XXX.XX l0 •rs C> Lc) STATUS REPORT DATE CLIENT NAME,' CLIENT NUMBER CLIENT ADDRESS ACT - ACTIVE ACCOUNTS CAN - CANCEL AND RETURN TO CLIENT CRQ - CLIENT REQUEST TO CLOSE EXO - EXONERATED FROM TAXES HPM - HOLD PER MANAGER LEG - LEGAL ACTION ACCOUNT NEW - NI1W BUSINESS ACCOUNT SIP - SETTLED IN FULL STO - SMART TALK ONLY WGE - WAGE. ATTACHMENT ACCT. # 0011001 0011001 0011001 0011001 0011001 0011001 0011 001 0011001 DEBTOR NAME Doe, John Doe, John Doe, John Doe, John Doe, Jane Doc, John Doe, John Doe, John ATY - DEAL \V/ATTY ONLY CHA CHARITY CASE DEC - DECEASED HHP - 1-101.,D HAVE PROMISE. HSE - HOUSE DEBTOR ACCOUNT MDC - MEDICARE PIP - PAYMENT -IN -FULL SEP — SKIP CAN'T LOCATE. TSU PITTSBURGII DIFFERENCES WSO - WATER SHUT OFF PROGRAM PLACE DATE 8-21-97 10-27-97 7-17-97 8-21-97 12-31-97 8-21-97 10-27-97 7-17-97 PAGE 1 BICR - BANKRUPT CPY - COPY OF BILLS DIS - DISPUTES ACCOU I-IPC - HOLD PER CLIENT INS -INSURANCE CASE MGR - MANAGER REVIEW PRE - PRE -COLLECTION CTION STL — SCHEDULED FOR SETTLEMENT VAC - VACANTIHOUSE GROSS AMOUNT $84.12 $205.98 $394.95 $500.00 $550.77 $87.19 $2,859.00 $5,888.00 $20,319.02 TOTAL PAYMENTS $0.00 $100.00 $394.95 $250.00 $550.77 $0.00 $2,859.00 $2,500.00 $11,196.23 BALANCE $84.12 $105.98 $0.00 $250.00 $0.00 $87.19 $0.00 $3,388.00 $9,122.79 STATUS ACT ACT PIF ACT PIP ACT PiF ACT Account enters system and address is confirmed l NCOA/LISPS update Bad address or phone number (T) to CV First notice is sent 1 Address is found Waterfall skip tracing begins Predictive Dialing & D.A.V.I.S. Left message with debtor ("Right Party Contact") to call 800 number t Loop Collection/ Dialer System: Account enters dialer system and attempted phone contact with debtor is initated using all available phone numbers Bad phone number Second level Waterfall skip tracing begins Third level Waterfall skip tracing begins Debtor number located No contact is made Contact is made Payment is received Payment is promised Reminder letter(s) are sent; calls continue Promise is broken d After numerous attempts for collections, Account is reviewed for legal proceedings A Payment is received Reminder letter is sent (5 City of Tampa Request for.Proryxsais for Cityvv'ide Debt "'-,r,)!Iection .c.-;ervices RFP 1 Oa V t P,s'W X ° ' f ti3 tolgOLYWAViEtz effAVAV _ •to utdrnatedsstem .for. instant, arid Zp+4 Database! Update fde Send Initia Demad Letter btain Credit BureadReport InrtiaI telephone contact attempt daily unttl coritact s made then weekly contact as warranted Admlnlslrdtive Resolution as coflection activity dictates Continue skiptracing efforts ocate place Skip trace efforts continue Telephone & Letter 5eris artIeast one of onth average of 15 caIlswithin < first 60 days Adn)inisieetkie dictates followed by Account review MOte.•iritdne, skip tra forupdate account nforrnation A&ounts with Phone Number send to Skip tracing efforts begin ,'OnOe.ozii-recteaccourit-inforrriation . - obtained return to collection unit transfers attempt until contact is made then weekly contact Telephone and Letter Series - ai Ieast orie of each per month average of 15 calls within first 120 days upon Iocating valid telephone number • • - • , • .iktklr.n:"7 17.0".w Forward updated inf°rmatitm to the City Last attempts at collection notrces & of account (consider closing & return of account) 1:L;0%.!0±/±/.legal process 01.•#*!Onti,":irecotntr1015.1,0,40. Accounts are received by prect rnanager . been exhausted. Penn Credit's Response Scope of S ery ices page 68 Request for Propos-Pis for Citywide Debt Collection Services Governmental Cients 1:0City of Altamonte Springs, FL 622 City of Billings, MT New Clienn. of Boca Raton; FL 1,3401- City of Cincinnati, OH 2,672i City of Dallas, TX 890 Cy of Delray Beach, FL 4,705 y of Fort Lauderdae, FL 7,456 ,.City of Greenacres, 1,365 City of Hagerstown, MD 45. 4City of Hesperia, CA New ChentClient ity of Hialeah Gardens, FL 80, CLy of Hollywooe, 13,417 City of Killeen, TX 2,069 City of Laurel, MD 71 of 17,863 ,City ivliarni, FL City of Naperville, IL 2,707 ty df Oakland Peril:, FL 2,550 City of Orlando, FL 15,649 ity of Oviedo, FL 3511 City of Pittsburgh, PA 1,250 City of Port St. Lucie, FL 353, City of Reading, PA 9,509' ACitv of West Palm Beach, FL 13,0050,', City of Wilmington, DE 905: City of York, PA 14, ,Collier County 13 Cumberland County, PA 13,488 amDade Clerk of Courts, FL 54,663rj, New Jersey Department of Treasury, Ni 122,577 1New York City Department of Finance, NY 163,544i, 12,095 'iOrange County Utilities, FL 'Orlando Utilities Commission, FL 7,125 PA Dept of Revenue, PA 65,782 PA Office of the Attorney General, PA 5,322 PATurnpike Commission, PA 69,020 Penn Credit's Response Scope of Services page 69 Disaster Recovery Penn Credit call centers are protected by a Disaster Recovery Plan to ensure steady reliable service to our clients in spite of any catastrophic event that might occur. The Disaster Recovery Plan includes a tested recovery process for implementing an emergency "hot site" for collection activity in the event of either the disability to or the destruction of a Penn Credit facility. In the event of a catastrophic occurrence at one of Penn Credit's facilities, management has the ability to shift all recovery operations and redirect telephone lines to one of our other facilities. To keep the Penn Credit Disaster Recovery Plan current and at the highest level of effectiveness, the process is tested annually. Penn Credit's contingency plan cycles from the • occurrence of a disaster to the full restoration of normal processing has four phases initial response, preparation for temporary; backup site operations., backup site fully operational, restoration and return to permanent facility We have provided Penn Credit's current disastery recovery plan on the following pages. '.d i... .. Response, page 70 C ty 0 Tarripa Request for: Proposa,:is for f,"2t.y IN" d E. De; b. t:Coectkin Services 4: 61.081108 PENN CREDIT CORPORATION DISASTER RECOVERY PLAN Copyright 2007 by Penn Credit Corporation All Rights Reserved Penn Cred Response Scope of Services page 7 MIS CONTINGENCY PLAN INDEX (Table of Contents) I. CONTINGENCY PLAN FOR MAJOR DISASTERS A. Detection and Reaction 2 Identifi'ing the problem 2 Reducingyour exposure 3 Evacuation of the facility 4 Advising the Emergence Management Team of the situation 4 B. Initiation of Backup -Site Procedures 6 Emergency Management Team notes other teams 6 Establish Control Center 6 Begin Disaster Recove>y Team Operations and Disaster Recovery .Logs 6 C. Establishment of Full Recovery at Backup Site 7 Planned software, hardware, backup site, and application tests 7 Communications network and equipment 7 Disaster Recover9' Team checklists 7 II. DISASTER RECOVERY TEAMS A. MIS Organizational Chart 8 B. Description and Responsibilities 19 Disaster Planning Coordinator 19 Emergence Management Team 20 Operations Team 20 Data Enty and Control Team 21 Special Projects Team 21 Technical Support Team 22 Data Administration Team: Database Restoration and Integriy 22 Systems and Programmning Team 22 Insurance Department Team: Insurance and Salvage 22 Internal Audit Department Team: Verification of Integrity 23 C. Team Pre -planning and On -Going Functional Responsibility 23 Disaster Planning Coordinator 23 Emergency Management Team 23 Operations Team 23 Data Entg and Control Team 23 Special Projects Team 24 Technical Support Team 24 Database Team 24 Systems and Programming Team 24 Insurance Department Team 24 Internal Audit Department Team 24 Penn Credit's !4 Scope of Se v(:es ' gt 72 :it:ity o 'la alO I. CONTINGE1oTCY PLAN FOR MAJOR DISAS'I'ERS The cycle from the occurrence of a disaster to the full restoration of normal processing has four phases initial response, preparation for temporary; backup site operations, backup site fully operational, restoration and return to permanent facility. A. Detection and Reaction As soon as an emergency situation happens, the on -site personnel should contact the appropriate emergency authorities and then take the necessary steps to minimize property damage and injury to people in the vicinity. Following these procedures, they will then contact the MIS Emergency Management Team so that the team can personally make an on - site evaluation of the disaster. Identifying the problem; notifying the authorities Emergency services Telephone 911 to reach local authorities for emergency situations such as fire, explosion, earthquake,. tornado, etc.: Non -Emergency number for Dauphin County Ambulance/Fire/Police: (717) 558-6900 Environment If a problem is detected concerning the computer room environment, such as electrical, water damage, excessive heat, cold, or humidity, contact the following authorities: Name Torn Foley Richard Topalian Donald Burkhart Physical security Office (717) 238-7124 x3005 (717) 238-7124 x3009 (717) 238-7124 x3010 Home (717) 766-3978 (717) 731-9355 (717) 671-5688 If you are aware that an unauthorized person is in a secured area of the main complex, notify one of the following: Name Tom Foley Bruce Hower Office (717) 238-7124 x3005 (7171 238-7124 x3018 Home (717),766-3978 (7171 766-0583 Penn Credit's Response Scope o page 73 of deSt for Pri Reducing your exposure Collection Service - Following the procedures below will help to reduce the organization's exposure to additional losses because of actions not taken by on -site personnel. These actions are targeted at emergencies concerning air-conditioning, fire, or electrical or water damage. Air -conditioner failure A temperature -and -humidity monitor is located in the computer room and operates 24 hours a day. The temperature in the computer room is set to be between 68 and 76 degrees. A designated person in the IT department checks this temperature each morning. If the temperature rises above 76 degrees, take the following precautions: 1) Advise Richard Topalian or Donald Burkhart that the temperature is above the normal operating range. He will notify the Maintenance Department for corrective action and then notify the Operations Manager. t) If the temperature rises above 84 degrees, the hardware vendor must be notified. Richard Topalian or Donald Burkhart must decide which non -critical applications may continue to be processed. If Richard Topalian or Donald Burkhart decides to power down the computer or if the computer powers down by itself because of excessive heat, it should not be powered up until approval has been received from the hardware vendor. The hardware vendor performs routine maintenance for the air-conditioning units every 6 months. They will clean the filters, check the Freon, check the belts and hoses, and do normal visual inspections. If any problems occur between scheduled maintenance _ operations, the Maintenance Department should be notified. Fire alarm procedures Should fire or smoke be detected in the computer room, do the following: Ee) Immediately power -down the computer. t) Take the hand fire extinguisher and attempt to put out the fire. NO LE: A fire extinguisher is mounted on the wall next to the door of the computer room. If unable to extinguish fire: -Call the Fire Department at 911 -Call the Tom Foley -Take a copy of the MIS Contingency Plan with you. Credit's 'c: s )c)ns Scope of Services page 74 If time permits: - Remove current tapes from computer room to a safe place. -Cover all hardware with large plastic sheets. - Remove as many tapes as possible. • Notify the MIS Emergency Management Team. Captain: Richard Topalian Alternate: Donald Burkhart Electrical failure procedures Should an electrical problem be detected in the computer room, the following steps should be taken: to Immediately notify Richard Topalian or Donald Burkhart. to Power -down the computer if this hasn't been done already. Flood and water damage If the water damage exposure has affected the computer hardware: - Power down the computer. - Place plastic covers over all equipment if water is coming from above. - Notify Richard Topalian or Don Burkhart, who will contact Allied Roofing at (717) 774-6476. The roofing company will determine the source of the water and take corrective action. Evacuation of the facility If the Emergency Management Team determines that either office building needs to be evacuated, the following procedure will be implemented: to All employees will be notified that there is an emergency. ▪ .All employees will be instructed to leave the facility in an orderly fashion and meet exactly one block from the facility. Advising the Emergency Management Team of the situation As soon as possible after a disaster, notify the Emergency Management Team. It is the responsibility of the Operations Supervisor or Operations Manager to make sure the team is advised of the situation. If the on -site person was unable to contact the operations management, that person will now be responsible for contacting the Emergency . Management Team. The team members will.be phoned in the following sequence until someone is reached. The person reached will continue to call the remaining team members. Pert C ... P.espo l >t .a,l S&. , ft e4 page 75 Name Office Home Tom Foley (717) 238-7124 x3005 (717) 766-3978 Bruce Hower (717) 238-7124 x3018 (717) 766-0583 Richard Topalian (717) 238-7124 x3009 (717) 731-9355 Donald Burkhart (717) 238-7124 x3010 (717) 671-5688 This team will personally visit the site and make an initial determination of the extent of the damage. Based on their assessment, all or part of the MIS Contingency Plan will be initiated. The team will decide: - If the computer operation can be continued at the site and repairs can be started as soon as possible. - If the computer operation can be continued or restarted with the assistance of only certain recovery teams. - If a limited computer operation can be continued at the site and plans started to repair or replace unusable equipment. - If the computer center is destroyed to the extent that the backup recovery facility must be used and the full MIS Contingency Plan initiated. The Management Team will decide on its plan of action and then nonfy senior management. If the action plan requires the assistance of other recovery teams, those teams will be notified. Emergency Management Team: Initial Response - Coordinate initial response using office procedures to protect life and minimize property damage. - Assess the damage. - Determine extent to which MIS Contingency Plan will be utilized. ..Minor Damage —Processing can be restarted in a short time with no special recall of personnel. Anticipated downtime is less than one day. Damage could be to hardware, software, mechanical equipment, electrical equipment, or the facility. ..Major Damage— Selected teams will be called to direct restoration of normal operations at current site. Estimated downtime is two to six days. Major damage to hardware or facility. ..Catastrophe— Damage is extensive. Restoration will take upwards from one week. Computer room or facility could be completely destroyed. All team leaders will be called to begin a total implementation of the MIS Contingency Plan. — Notify senior management. — Notify users. — Prepare regular status reports for senior management. Penn t.;''ei:i fr P r!)rwy:- Service ,. — Notify users of projected time for becoming operational. B. Initiation of Backup Site Procedures Emergency Management Team notifies other teams Following an emergency at the computer center, the operational personnel on site will take the appropriate initial action and then contact a member of the Emergency Management Team starting with the first name on the list. When a member is located, that member will contact the remaining members ofthe Emergency Management Team. The members will meet at or near the disaster to make a firsthand assessment of the damage. They will determine the action to take and will notify senior management. If a determination is made to notify all other teams, the Emergency Management Team will phone the other teams using a predefined pyramid contact system. A brief message will be dictated over the phone and the called person will write down the message. At the end of the message, the called person will read back the message to verify that all critical information is stated. This same procedure will be used for all calls in the pyramid. It will ensure that all contacts have the same information. Establish Control Center The first task for the Emergency Management Team is to establish a control center. The location of the control center should be in close proximity to the data center. It can be in another office or another building in your complex. If nothing is available or usable, a nearby hotel/motel affords excellent accommodations. The Control Center should be close to other departmentsin your organization for maximumcommunication during this hectic period The phone number should be made available to all departments and users so that all information can be channeled through the center. Begin Disaster Recovery Team operations and Disaster Recovery Logs The captain of each Disaster Recovery Team will document the team's activity by posting it on the Disaster Recovery Log. This will be used by the Management Team to prepare status reports for management and will become a historical document for your organization. The Management Team will also use the log to coordinate the concurrent activities of the various teams. All teams will use the Disaster Recovery Log. Penn C. eddi?. __ Res!: 'nse vices page 77 or 7a,€4:.#a equest for. Pr 610811. for Citywide Debt Coiled ti: fi Services Disaster Recovery Teams and Team Captains Disaster Planning Coordinator: Tom Foley Management Team Captain: Bruce Hower Operations / Systems and Programming Team Captain: Donald Burkhart Technical Support / Database Team Captain: Richard Topalian Special Projects Team Captain: Tom Perrotta Data Entry and Control Team Captain: Yasuhiro Ohashi Insurance Team Captain: Kathy Bassta Internal Audit Team Captain: Dale Brumbach Contingency Plan for Major Disasters C. Establishment of Full Recovery at backup Site All planned software, hardware, and resources in place at backup site, and the applications tested Communications network and other equipment fully operational Make arrangements with the telephone company and other communications vendors for delivery and installation of temporary equipment. Vendors that specialize in used equipment can deliver their equipment in a very short time. Conduct a complete series of tests to ensure full recovery of the communication network capabilities. Provide for full restoration of service at the original or new alternate facility. Disaster Recovery Team checklists The checklists below are to be used by each team captain to keep track of the many activities that will be performed simultaneously by his team. The Management Team will collect these checklists and prepare a detailed report of daily progress. The lists will also be used to coordinate all events from the Control Center. Penn Credit's iiH cl on r., -,r- Penn Credit Corporation Disaster Recovery Checklist TEAM: MANAGEMENT Date: / / Team Captain: Alternate: Begin Date Completed Timed Assigned Time Date Time Events To (mm//dd/yy mm/dd/y ihh: mm hh:mm Coordinate initial response using office procedures to protect life and minimize !property damage. !Assess the damage. !Notify senior management. !Make decisions on iimplementation of Disaster Recovery Plan. JNotity team captains and !start recall process. Give formal notification for request to use backup !Arrange for emergency funds !to cover extra expenses. !Establish a Control Center at !or near original site and !coordinate the recovery. Use !the central telephone !number or guard's phone as iprimary contact. !Start Disaster Recovery Logs. ;Give senior management !scheduled status updates. !Review corporate policy, !department budget, and cost - ';limit guidelines with other !teams. !Give users scheduled !updates on status. ;Produce report on damages. Pe a Credit's Rasp{; _,t` cope of Services page 79 o ' T 7 in .S>a. for 'rc 'vr -J.. LO$ for Se.rvic: Penn Credit Corporation Disaster Recovery Checklist TEAM: MANAGEMENT (page 2) Date: Team Captain: Alternate: Timed Events !Gather Disaster Recovery ;Logs from all teams. :Produce daily status • :reports. Arrange for any additional ;professional help.. !Coordinate interviews to fill any vacancies. Keep status charts of !recovery efforts. Begin Date Time 'mm//dd/yy hh:mm Completed Date Time mm/dd/y hh:mm City ofic3m ie Debt Co ec%ion Se. . Penn Credit Corporation Disaster Recovery Checklist TEAM: OPERATIONS Date: / / Team Captain: Alternate: mm Begin Date Completed Timed Assigned ` Time Date Time Events To mm//dd/yy mm/dd/y hh:mm hh:mm ';Assess damage and the ;necessary replacement equipment. 'Obtain necessary computer 'equipment and data -handling 'equipment from those on the ;Emergency Vendor Contact 'list. Notify vendor Field Engineering management to "review plan for repair of !equipment and installation of delivered units. • 'Meet with Operations Team members and schedule duties 1 'for preparing the backup 'recovery facilities for any additional equipment. - 'For backup cold site (shell), 'review and ensure availability_ lof required power, hearing, 'telephone lines, and air- ' work with maintenance personnel to 'ensure best service from 'utility companies. 'Obtain needed recovery tapes_j 'and documentation for use at 'backup site. 'Assess status of processing 'and point of recovery for the 'entire system and/or "individual systems. Develop 'plan to restart operating ,schedule. 'Establish a Control Center at !or near original site and Perin Ci Sp ; Sc • City of' Ta rn Request tor Proposals for Citywide DebtiColicton Services RFP # 61081108 coordinate the recovery. Use ithe central telephone number lor guard's phone as primary 'contact. List restart plans for high priority systems and notify all users. iReview list of requirements for supplies. .• Arrange for transportation !and/or purchase of !,replacement supplies. Notify vendors of status and give address of backup site. [As soon as backup site is operational, begin to clean up iand restore original site. Check on requirements for [cables and connectors and other start. -up requirements at the original site. Schedule testing with !maintenance personnel. • !Determine the damage to PC, loffice equipment, data entry, and other units; then schedule replacements. Penn Credit's Response Scope of Services - page 82 Penn Credit Corporation Disaster Recovery Checklist TEAM: DATA ENTRY AND CONTROL Date: / / Team Captain: Alternate: Begin Date Completed Timed Assigned Time Date Time Events To mm//dd/yy mm/dd/y 'hh:mm hh:mm Determine the starring point for recovery. ;;Match the latest backup files that Operations plans to use for restoration with user data for rekeying. ;Obtain original documents to rekey to bring files up to current status. 1Notify users of status and inform themondetails of restart plan and how to handle input. Obtain the backup €documents and establish revised schedules in (conjunction with users and Operations. Prop` s815 4 Penn Credit Corporation Disaster Recovery Checklist TEAM: SPECIAL PROJECTS Date: / Team Captain: Alternate: Begin Date Timed Assigned ` Time Events To Emm//dd/yy hh:mm Establish transportation Ito/from backup facilities; arrange scheduled shuttle. !Arrange transportation for "materials, people, supplies, and equipment. Train employees who may be working outside their areas of responsibility. Administrative services: Iserve as a clearinghouse for expediting payments, .facilitating the process for all team leaders. Establish internal mail ."delivery between locations. ;Deliver any needed furniture Ito the backup site. (Deliver any needed office ;equipment to the backup site. Set up any telephones at the backup site. Completed Date Time mm/dd/y hh:mm Resporis- Penn Credit Corporation Disaster Recovery Checklist TEAM: TECHNICAL SUPPORT Date: / / Team Captain: Alternate: Begin Date '_: • Completed Timed Assigned Time Date Time Events To !mm//dd/yy ' mm/dd/y 'hh:mm hh:mm !Provide the operating systems as well as other !control systems software. IRestore the system in priority sequence using backup tapes and verifying continuity. Work with vendor technical staff as needed. Determine damage and requirements to restore communications network. Work with telephone company to restore full service and place order as needed for replacement telecommunications facilities. Notify and inform users of disruptions in services. Sa?}) a.)i C^ 31 i , e 83 Penn Credit Corporation Disaster Recovery Checklist TEAM: DATABASE Date: / / Team Captain: Alternate: Begin Date Completed Timed Assigned Time Date Time Events To rnm//dd/yy mm/dd/y hh:mm hh:mm (Restore the database from ;backup tapes using !recovery documentation. !Restore intermediate data. Ito ensure current integrity. 'Perform tests and verify !these against user listings. Ensure continuity by [working with users. Cred t`s R',sLonse', Scope of 5erv?ces 86 Begin Date Completed Timed Assigned Time 1 Date Time Events To ;:mm//dd/yy 1 mm/dd/y hh:mm hh:mm 1 ' , i 1 Coordinate with Operations i and Data Control to verify proper restart point. -Verify 1 i application software programs and libraries i 'Restore files and ensure 1 continuity of data by testing users' listings. ;Establish full processing I , schedule. •t and comparing results to Process critical applications. City of Tarnba Request for Proposals fbr Citywide Debt Collet:ton Services RFP # 6108 1108 Penn Credit Corporation Disaster Recovery Checklist TEAM: SYSTEMS AND PROGRAMMING Date: Team Captain: Alternate: Penn Credits Response Scope of Services page 87 of T::,i'f3,`,-;; tc st for Pro) 0811. s is t Co es Penn Credit Corporation Disaster Recovery Checklist TEAM: INSURANCE TEAM Date: / / Team Captain: Alternate: Begin Date Completed Timed Assigned F Time Date Time Events To 4mm//dd/yy mm/dd/y hh:mm hh:mm 1Review the site and !determine the severity of idamages. 'Photograph the site if ;possible. Prepare report that details s Idamage and outlines =disposition of hardware. I Contact insurance companies land do follow-up with adjusters. !Initiate insurance claims. Advise other teams of the 'replacement provisions in [the existing insurance policy land the allowance for renting land leasing necessary jequipment. Penn Credit's 's Response Scope :;j' :7ervi .. - .i Itj ., 88 rtion Penn Credit Corporation Disaster Recovery Checklist TEAM: INTERNAL AUDIT DEPARTMENT Date: / / Team Captain: _Alternate: Begin Date Completed Timed Assigned Time Date Time Events To mm//dd/yy mm/dd/y hh:mm hh:mm `Verify restoration process to ensure integrity and continuity Audit financial files to ensure recovery process is complete. !Monitor file restoration, :controls, and security during the recovery period. Peru Cr flit' i s o 7e Scope. of Se 3r'o L._?,. ... for Ci''.:ewiae De II. DISASTER RECOVERY TEAMS A. MIS Organizational Chart Richard Topalian — Vice President of Information Technology Donald Burkhart — Vice President of Technology and Software Development Yasuhiro Ohashi — Senior Technical Support Specialist Collie Rineer — Technical Support Specialist Casey Barilla — Technical Support Specialist B. Description and Responsibilities Disaster Planning Coordinator Tom Foley has been given the responsibility of Disaster Planning Coordinator and will coordinate the activities stated in this Plan. As the Plan is being fo,.uiulated, he will be responsible for accumulating all of the information that needs to be included. Most of the data already exists in the organization but is not in a useful form. As people are assigned their dudes, their names, addresses, and phone numbers have to be entered in the various parts of the Plan, As the addresses and phone numbers change, the master copy of the Plan is updated, and, every six months to a year, updates are distributed. After the original version of the Plan is completed, copies are made and distributed to team captains and their alternates. Copies are also secured at all locations named in the Plan. The copies are to be kept at the employees' homes and not in their desks at the office. If a major disaster occurs, their offices may be destroyed. All activities in the Plan need to be tested. This not only ensures that the procedures work, but also acts as a training exercise for the various teams. The Coordinator will schedule testing and document the success or failure. He will prepare reports for management and for the Internal Audit Department. lXThen tests fail, he will work with the team captain to resolve the problem and schedule another test. Numerous seminars and meetings on disaster recovery are available, and the Disaster Planning Coordinator represents his organization at these meetings. He will stay current with state-of-the-art information and procedures and will present this information to his organization. As hardware, software, and communications are updated at his facility, he will communicate with the hot backup site to ensure that it can adequately support all critical systems. Penn Credit's ?espc;t ^{.,.F.;.. of _,e j - - page 90 Proposal- ='or City wl_. Debt Cohec. rn $$ervl 51-08s1,08 MA1VAGER MANAGEMENT TEAM: Bruce Hower Responsibilities: • —Supervise the initial reaction to the disaster and ensure that organizational property and lives are secured. — Make an assessment of the damage. — Determine to what extent the MIS Contingency Plan will be implemented. — Notify senior management. — Call team captains and begin the disaster recovery plan. Disaster Recovery Functions: — Set up a Control Center per the instructions of the Plan so that all operations will be channeled through one area. — Distribute the phone number to all teams and emphasize the use of the phone only for necessary information. — Start using the Disaster Recovery Logs for all operations. — Supply senior management with scheduled updates on status. — Notify all users of the status of the computer facility. — Arrange for any additional professional help. MANAGER COMPUTER OPERATIONS: Donald Burkhart Responsibilities: — Restore files and operate system at the hot backup site. — Prepare operations schedule at hot backup site. — Coordinate activities necessary to restore facility at the existing or new permanent location. — Order and install computer hardware necessary for normal processing at permanent location. Disaster Recovery Functions: Computer Operations — Operate or give assistance to computer operator at hot backup site. — Obtain backup tapes and restore files at hot backup site. — Determine restart point for critical systems. — Test critical systems for production processing. — Establish an operations schedule at hot backup site. — Inform users of processing schedule at hot backup site. —Arrange for shipment of backup supplies to hot backup site. — Arrange for shipment of off -site tapes to hot backup site. Facility preparation — Coordinate the repair or construction of the new permanent facility at the original location or new location. Replacement hardware —Contact hardware vendor to determine if current hardware is repairable. If hardware must be replaced, get proposed time -frame for delivery. If time -frame is not satisfactory, get proposal from used -hardware vendor. — Check on requirements for cables, connectors, and other start-up requirements. —Arrange for procuring any other data -handling equipment. — Schedule testing with maintenance personnel. f= t)ac 91 Cold site preparation — Review cold -site facility to ensure that the environment can support the hardware that will be temporarily operating there. — Provide for adequate power, cables, and connectors. — Provide for communications requirements. — Provide for security guards and limited access to computer room. — Provide for off -site storage. Computer support equipment — Determine the need for other support equipment: PC, data -entry office equipment, paper -handling equipment. Order all required equipment. Supplies — Review list of requirements. — Contact vendors on Emergency Vendor list. —Arrange for shipment of existing supplies or purchase of replacement supplies. — Notify remaining vendors of disaster and give shipping address of backup site. MANAGER DATA ENTRYAND CONTROL: Yasuhiro Ohashi Responsibilities — Restore the Data Entry and I/O Control operations at the backup facility or at an alternate .site. Data input —Work with Operations to determine the starting point for recovery. Match the latest backup files that Operations will use to restore, with the data from the users. Obtain original documents needed to rekey to bring files up to current status. — Determine when equipment will be available for keying, or make arrangements with service bureaus or other outside services for keying. Data control Notify users of the disaster and advise them of the temporary procedures for handling input and output. - Arrange for temporary office space either at backup facility or somewhere close to original facility. — Obtain the backup documents and establish revised schedules in conjunction with users and Operations. MANAGER SPECIAL PROJECTS: Tom Perrotta Responsibilities: — Provide transportation for people, supplies, and equipment between sites. — Provide administrative and office support for the recovery activity. Disaster Recovery Functions: Transportation to/from backup facilities Provide for transportation to and from backup facility. Set up a shuttle service between the airport and the backup site. —Arrange for shipments of material, supplies, and computer equipment. Training — Provide for training of employees who may be assigned duties other than their normal duties. Administrative services — Establish an interoffice mail service between locations. Penn i Cr e diT `s Response Scope of C —al—action Sery 611381:.0 > — Provide all necessary administrative services such as the payment of bills, processing of the payroll, handling of employee insurance claims, issuing of critical invoices. — Arrange hotel accommodations for personnel stationed at the backup site. —. Provide for additional office facilities, including furniture, phones, and office equipment. MANAGER OF TECHNICAL SUPPORT: Richard Topalian Responsibilities: — Install operating system software at the backup site allowing the minimum required operations and communications to be restored. Disaster Recovery Functions: System software — Supply the required operating system as well as other control systems. — Restore the systems in priority sequence using backup tapes and verifying continuity. — Work with backup site and vendor technical staff as needed. Communications network — Determine damage to communications network.and provide for replacement equipment. —Work with telephone company to restore full service and order telecommunications facilities as needed. — Notify and inform users of disruptions in service. MANAGER OF DATABASE TEAM. Richard Topalian Responsibilities: — Full restoration of the database and verification that the files are current. Disaster Recovery Function: Database Restoration and Integrity — Supervise restoration of the database from backup tapes. — Restore intermediate data to allow files to be updated to a current status. — Run tests and check them against user listings. Ensure that future processing is accurate by working with users. MANAGER OF SYSTEMS AND PROGRAMMING: Donald Burkhart Responsibilities: — Ensure production systems are restored and verify continuity of ongoing processing. Disaster Recovery Functions: Application systems restoration and recovery — Coordinate with Operations and Data Control to verify proper restart point. — Verify application software programs and libraries. — Supervise file restoration and ensure continuity of data by testing and comparing results to users' listings. Application programs — Supervise the processing of critical applications at backup site or arrange for processing at service bureau. MANAGER INSURANCE DEPARTMENT: Kathy Bassta Responsibilities: — Review the damage and notify the insurance company to request appraisal process. — Provide detailed accounting of the damage to senior management. — Process all claims. Insurance and salvage Credit's Response se p; of Services - City of Tia i'3r RFPppeque _ or . rr - R .. 61081108 — Contact insurance companies and do follow-up with adjustors. — Review the damage and determine hardware that can be repaired. — Prepare report that details damage and outlines disposition. — Initiate insurance claiins. — Advise other teams of the replacement provisions in the existing insurance policy and the allowance for renting and leasing necessary equipment. MANAGER OF INTERNAL AUDIT: Dale Brumbach Responsibilities: — Assure that data and file restoration is accurate and on -going processing is proper. Disaster Recovery Function: Verification of the Integrity of Restoration Operations — Verify restoration process to ensure integrity and continuity. —Audit financial files to ensure recovery process was complete. — Monitor controls and security during recover): mode. C. Team Preplanning and On -going Functional Responsibility Disaster Planning Coordinator Keeps Plan documentation updated; correcting names, addresses, and telephone numbers. Ensures Plan is properly distributed to team members. Develops testing schedule of all phrases of Plan. Works with Internal Audit to validate procedures. Distributes literature on safety and disaster recovery. Periodically checks backup facilities. Formally updates Plan every six months using input from teams. Emergency Management Team Team leader schedules quarterly meetings, discusses current status. Operations Team Keeps computer room floor plans current for both main location and backup facilities. Keeps organizational charts current. Keeps copy of all company hardware configurations. Keeps updated copies of vendors who supply hardware, software, communications, supplies, and custom forms. Keeps current emergency procedures for fire, water damage, and other potential hazards. Keeps off -site backup tapes current. Stores current microfiche of critical historical records. Keeps Operations run -book information stored off site. Keeps contingency plans operational. Data Entry and Control Team Keeps a current listing of systems and documentation used by both departments. Keeps copy of keying instructions off site. Makes contingency agreements with local users and/or vendors for mutual emergency use of each others' equipment. e Spon .., ✓ op.. .. ,Ji {` er IC..;:;.s page of TarTIT: for cnon Service's Special Projects Team Keeps current listing of transportation companies to be used in emergency. Sets up contingency plans to deal with distribution of emergency funds. Technical Support Team Ensures operating system and communications software are off site. Keeps current list of disk files and layout identification. Ensures communications network information is current, including teleprocessing -line now chairs, terminals, and controllers. Prepares a full recovery capability using off -site backup tapes. Database Team Ensures database off -site backup arrangements are complete. Systems and Programming Team Reviews all systems to ensure adequate arrangements for off -site backup have been provided for programs, files, and documentation. Verifies that proper retention is being maintained as noted in retention policy in company records. Lists all systems, users, processing priority, and responsible programming staff. Identifies critical systems and prepares detailed recovery plans.. Insurance Department Team Reviews insurance coverage and verifies adequacy of Plan. Reviews coverage to verify that insurance is in conjunction with MIS Contingency Plan and that premiums reflect backup efforts. Internal Audit Department Team Reviews MIS Contingency Plan to gain a thorough understanding, checks for control points, and verifies for completeness. Services iii page References Palm Beach County 301 North Olive Avenue West Palm Beach, FL 33401 Glenn Meeder, Collections Coordinator gmeeder@co.palm-beach.fl.us; 561-355-4010 April 1997 - present Orlando Utilities Commission 500 S Orange Ave; Orlando, FL 32801 Cynthia M. Henry, Collections Manager chenry@ouc:com; 40 7-423-9100 ext. 2179 November 2005 - present Palm Beach County Clerk of Courts 301 North Olive Avenue West Palm Beach, FL 33401 Un Cha Kim, Chief Deputy/CEO Ukim@mypalmbeachclerk.com; 561-355-4845 August 2000- August 2005 Miami -Dade Clerk of Courts 73 West Flagler Street #242; Miami, FL 33130 Harvey Ruvin, Clerk of Courts (requests no email contact); 305-349-7333 November 2004 - present City of Miami 444 S.W. 2nd Ave, 6th Floor; Miami. FL 33130 Demetrio Constantiny, Aects Rec. Supervisor dconstantiny@ci.miami.fl.us; 305-416-1399 November 2001 - present City of Orlando 53 W. Central Blvd; Orlando, FL 32801 Pamela Corbin, Parking Administrator pamela.corbiu a cityoforlando.net; 407.246.3766 October 2002 - present New York City Department of Finance 25 Elm Place Brooklyn, NY 11201 Patrick Mullen, Contract Admin. mullanp@finan ce. nyc. gov21.2.232.1972 November 2003 - October 2007 City of Pittsburgh 414 Grant Street; City County Bldg. Pittsburgh, PA 15219 Margaret Lanier, Director of Finance margaret.lanier@city. pittsburgh.pa; 412.255.2954; January 1990.- present City of Boca Raton Purchasing Department 201 West Palmetto Park Road Boca Raton, FL 33432 Carol Himes, Treasurer / Director chimes@ci.boca-raton.fl.us; 561-393-7833 January 2001 - present PA Office of Attorney General Strawberry Square Harrisburg, PA 17120 Jill A. Keiser, Director of Operations jkeiser@attorneygeneral.gov; 717-787-2949 August 1988-Present PA Department of Revenue Strawberry Square Harrisburg, PA 17128 Cindy Peterson, Tax Examiner II cipeterson@state.pa.us; 717-787-1598 August 1988-Present New Jersey Department of Treasury PO Box 278; Trenton, NJ 08646 Chris Besler, Assistant Chief Chris.besler@treas.state.nj.us; 609-777-1020 September 2007-Present City of West Palm Beach 200 Second Street West Palm Beach, FL 33401 Dan Giust, Parking Operations Coordinator (requests no email contact); 561-822-1494 June 2003 - July 2008 Miami Dade County 111 NW First Street; Miami, FL 33128 Lucien Hope, Manager of Credit and Collections lwhope@miamidage.gov; 786.469.2843 March 2004 - December 2006 Orange County Utilities 9150 Curry Ford Road Orlando, FL 32825 Tim Armstrong, Utilities Gust. Service Mgr. tim.amstrong@ocfl.ent407.254.9744 March 1998 - June 2008 ."., . Credit's Respi n Refe r eli of Tarn, est. for J-..,o) -f:s 6 t. 0 8 Y" 1. 0.8 ;,;de L)_"b . Co e."t.1 )3. Set Governmental Experience We specialize in providing collection services to local; county, state; and federal governments. We are a General Services Administration (GSA) certified company. Our client base, along with a very aggressive marketing effort, has allowed our growth to experience placements in 2007 in excess of $1.8 billion. A pooled group of collection professionals specializing in m.unicipa.l receivables for our government division will. be assigned to th.e City. This team will work together and fully understand your objectives and expectations. Based on our expertise and experience, a strategic collections program is designed to ensure maximum recovery and results. This type of structure assures maximum hours of operation and contact opportunities for both inbound and outbound call strategies. Our successful relationships have been built over the years by remaining focused on the needs of our clients. As a national organization, we utilize industry specific strategies and services to deliver results that improve the bottom line through accelerated cash flow, controlling operating costs, resolving cases, reducing bad debt expense and write- offs, as well as improving customer service. Several project briefs outlining Penn Credit's applicable governmental experience are discussed on the following pages: :e , "'stir f f'.3 Response General S aterne_nt =.tF Exnea"Sc;.nce .. pa Project Briefs Project Reference I: Commonwealth of Penusvlvania Strawberry Square 15th Floor Financial Enforcement Section Harrisburg, PA 17120 Jill. A. Keiser, Director of Operations (717) 787-2949/(717) 783-4331 Fax The Commonwealth of Pennsylvania contracted with Penn Credit Corporation in 1988 to recover taxes and various other debts for the state, including damage to state property and collection of all debts associated with the Pennsylvania Turnpike Commission. For the Commonwealth, we developed effective collection notices clearly identifying Penn Credit as a representative of the Commonwealth, acting on its behalf'. These notices have generated a significant number of incoming calls and have resulted in increased recovery percentages. Penn Credit has vigorously pursued balances in full through telephone contact, demand letters, and the use of the best skip -tracing techniques to find debtors. Our online access to multiple agencies has allowed us to generate regular credit bureau reports and obtain updated demographic information; and to date, we have collected over $29 million for the PA Department of Revenue, the Office of Attorney General, and the Pennsylvania Turnpike Commission. Penn Credit's Response ;se orient. of Experience .. pane �'' cyn Project Reference IL: Palm Beach County 301 North Olive Avenue, 7th Floor West Palm Beach, FL 334,01 Glenn Meeder/Collections Coordinator (561) 355-4010/561-355-2109 Fax Since 1997, Penn Credit's successful collection programs have recovered more than E.0%..of. the debt owed to Palm Beach County, Florida. We have developed collection procedures to systematically work and track the county's account balances and improve collections. Most of the accounts we work for the county are delinquent code liens and water hills. Comprehensive monitoring of all calls and careful notations on each account record have paid off both for Palm Beach County and for our Penn Credit collectors. Our collectors have recovered $15.4 million for the county to date. Credit's K spaonSe 'lent o`" .1. z r e €' .. pane 99 of Tampa est: for Pr „<: a Ci Fw; ce S Project Reference III: City of Pittsburgh 441 Smithfield Street, 2nd Floor Pittsburgh, PA 15222 Russ Cipriani, Data Processing Manager (412) 255-2446/(412) 393-0520 Penn Credit. has been working with the City of Pittsburgh since 1990. During that time we have fine-tuned the electronic. data exchange. between offices, saving time and ensuring accuracy: The combination of the systematic way we work and track.all delinquent accounts plus the regular comprehensive monitoring of all accounts and the- use of our predictive, dialer has made our recoveries for the City of Pittsburgh stay in the 19-21 % range. We've used the latest skip -tracing techniques along with our online access to credit bureau reports to find debtors and discuss payment arrangements with them. For Pittsburgh we collect a number of different types of government debts, including court costs, various fines, parking violations, water bills, and city and school taxes. To date, we have collected over $25.3 million for the City of Pittsburgh. m'r ansernal nliections to � HT coflecttoTlsystem h tern nclza`d gr coming la e management an interacti s collections�i-e pertorme i thex highest integrityn �t dingo rofessionalco°'llectio tdards aver he ears tf emit 'received minimal complaint i Cred i t'` p a" 1(.f0 ' 4 SIC r Proposals T_O 31.�,.. Debt: Colle t onServ Project Reference IV: City of New York Department. of Finance 25 Elm Place Brooklyn, NY 11201 Patrick Mullan, Contract Administrator 212-232-1972 Penn Credit worked with -the City of New York from November 2003 through October of 2007. During that time, the City placed over 1.5M accounts with us, exceeding . $188.7M in value. Though the accounts ranged from consistent monthly primary placements to less frequent placements, our stream -lined skip tracing methods and our multi -layered debt recovery efforts resulted in an exceptional rate of recovery for the City of New York. Penn Credit participated in a `thinktank' with the New York City Marshall Department, a special jurisdictional team responsible for debt recovery from city residents; and our review by the City rated Penn Credit in the 98th percentile for customer service and debt recovery. Project Reference V: City of Miami 444 S.W. 2nd Ave, 6th Floor Miami, FL 33130 Demetrio Constantine; Accounts Rec. Supervisor 305-416-1399 The City of Miami has been a client of Penn Credit since November of 2001. The City utilizes a lockbox for debtors' EMS and permit/license payments, thus involving a customizedset of debtor payment parameters which our collectors and letter series have been able to effectively convey Tlus client also utilizes Penn Credit's multi-lingual capabilities. Penn Credit's collection system can create Spanish -language collection letters and Spanish-speaking collectors work these accounts. Since contract inception, Penn Credit has collected over $1.3M for • the City C „c t, s of E page 101 71 pa . r3)isa s for \A3 Collection Methods All standard collection efforts (e.g. skip tracing, telephone attempts, and letters) will be utilized in Penn Credit's attempts to recover monies due the City of Tampa. However, the type, age, and amount of claims assigned to Penn Credit may dictate the predictive dialing strategies, letters, number of collectors assigned to portfolio, file sizes, dialing frequency, and specialization of the collector utilized in the collection of the accounts. Penn Credit does not practice "creaming" of accounts as a standard operating procedure, and therefore will assign specialized small balance collectors in addition to regular assigned staff and back up staff, to ensure that all accounts receive the same amount of collection efforts until recalled or deemed `uncollectible.' Accounts with good phone numbers will receive the benefit of calls made with Penn Credit's Digitized Automated Voice Intelligence System (DAVIS—a custom -designed, online collection system generating approximately 325,000 attempts a day with 364 phone lines), predictive dialing outbound calls, and immediate live collector follow-up. All collection programs utilized by Penn Credit have been designed to prohibit telephone calls to time zones before and after those time frames outlined in the Fair Debt Collection Practices Act (ED.C.P.A). Account Placements Upon transmission of account information, Penn Credit will enter all account data into our in-house collection system; Penn Credit will also provide the City with a record of acknowledgement upon receipt. Once they are in our system, the accounts are immediately "scrubbed" for the following information and updates are made automatically: • Standardization of names and addresses for postal regulation requirements • National Change of Address information • Automatic up -dates with new contact information • Zip + 4, and delivery bar code information • Bankruptcy A letter is sent to the debtor within 24 hours of acknowledgement; and the account is then assigned to a collector by the computer system. The account is activated by the collection system the next business day after assignment, beginning our contact with the debtor. Penn Cre Response Op?e - ;£: o a_ Pan page of Proposals 13d.. De_... Collection S vi cc_ Pemi Credit places a heavy emphasis on our exceptional skip tracing services. Collectors will begin attempting -to contact those accounts where valid telephone numbers can be located. Penn Credit will attempt to contact the debtor seven days a week during the appropriate hours that are dictated by each time zone. Set-up Once telephone collection attempts are initiated, weekly contact is attempted. In the course of these actions, collectors will develop information to arrange payments -in -full, set-up regularly scheduled payments, or recommend account for closure and return with a determination as to the `collectability'.of the account. Furthermore, management will review all accounts on a continual basis, thereby certifying the quality of the collection efforts. All analysis will be documented within the collection system and reports will be made available as requested by the City of Tampa. Assiannment of Accounts The collection system allocates accounts to specific collectors based on volumes, balance range, specialty of business type, as well as management criteria. Accounts that are assigned to collectors are prioritized within each queue by balance range. The system then analyzes, routes, and determines the available "in -queue" capacity for each collector as the project progresses. Management also reviews the routing of accounts to assigned collectors on a daily basis to ensure that the volume of accounts in the queue is not larger than appropriate. Project management makes staffing determinations based on volumes and adjusts staffing levels as required. Collectors assigned to work your accounts will work as a team, assisting one another with incoming calls., and resolving disputes when required to ensure that production levels are being met and exceeded. Collection units are supported by supervisors, managers, client service representatives, and legal personnel. All departments work together with one goal in mind: achieving exceptional performance plateaus for you on a consistent basis. Unfortunately; many collection agencies migrate towards the larger balance accounts for the same reasons and do not give the smaller balance accounts the work effort that every account deserves. Therefore, Penn Credit has developed a specialized team of collectors to handle small balance accounts. Iairi ..?'St or sas` C -Account Scheduling The collection system schedules the daily workload for each collector through a batch tracking process. This automated process selects accounts with follow-up dates less than or equal to the next business day, and builds them into a daily work file for all collectors. While management establishes pre -determined priorities and work orders for each collector, collectors assign an account status to aid in the organization of the work (steps to be taken, follow up required). Each collector's work file is sorted by account status, oldest hold date, and then by the largest balance. Accounts may be scheduled for follow up on a specific day and at a specific time, and hold dates can be set automatically or manually. Accounts will remain in a collector's file queue until they have been worked; and any account that has not been worked within the file queue will be worked as a priority on the following business day. As they work accounts, collectors notate each account with any and all collection activity that has been performed. Collector Staffing Level Penn Credit. Corporation anticipates that staffing levels will average one collector for every 800 — 850 accounts. In addition, skip tracing, modern technology utilizing an automated dialer, and support personnel will assist these collectors with additional collection efforts according to job function. Proposed Telecommunications Equipment All telephone systems can be customized to meet specific client requirements. Our call center system consists of a front switchboard, local incoming lines, various toll free numbers, and multiple 800-lines that are assigned to specific clients. Our offices also run on a TI operating system that is designed to assign a particular telephone number to a specific workstation. This system has been designed to prohibit telephone calls to time zones before and after those time frames outlined in the Fair Debt Collection Practices Act (FD.C.PA.). For quality assurance, management has the ability to monitor collection calls by listening to, participating in, and even taking over of the call when necessary. Penn Credit Corporation's call centers are also equipped with a Voice Control Recording mechanism, which records every phone call for maintaining quality and work ethics. Penn Credit Corporation utilizes a predictive dialer system (SmartDial), its in-house developed (D.A.V.I.S.), and a dedicated group of live collectors in collecting your delinquent accounts. Penn Cre,ci Oper t. page I" 4 )eb,. w..........w.. e ";, ...._, D.A. VLS. This integrated system calls good phone numbers daily, staggering calls to optimize debtor contact. Calls are made from 8:00 a.m. to 10:00 p.m. in the time zones where the debtor/consumer resides. This system. can provide unlimited. language and voice adaptability to aid in your multi-lingual collection needs. • All "busy signal" calls are re -dialed every fifteen minutes. • All "no answer" calls are re -dialed every two hours up to the time allowed in attempting collection efforts. • Calls are repeated every three (3) days'after right party contact with no account conclusion. Predictive Dialing This 96-station system predicts the availability of the collector's next call. The system dials the telephone number and the debtor is immediately transferred to the next available collector. The debtor is unaware that he/she has been on an automated call. This program allows one (1) collector to contact up to 35 debtors an hour. Any debtor that has been contacted by any of our automated dialing systems has the ability to speak to a live collector at any time by following the instructions built into the system. Loop Collectors Loop collectors are assigned ownership to accounts. The collector to whom the account is assigned is responsible for all collection activity on the account, including any required skip tracing. The collector's name is on all media sent to the debtor and a toll free number is provided so the debtor can reach the collector directly to discuss their account or make payments. Accounts without good phone numbers are placed in the collector's skip tracing area of his/her loop. Penn Credit's Ci 3a< ion i " of: Ia" u a z`posa -1 Services' Skip tracing Successful skip tracing is crucial to the overall success of any collection approach, and Penn Credit Corporation continually refines and enhances its skip -tracing procedures. Skip tracing is performed when an individual cannot readily be telephoned to discuss their outstanding obligation due to: • Home telephone number not available • Possible relocation • Unlisted telephone number • Debtor has changed name Penn. Credit utilizes a "waterfall" skip tracing approach that was specifically designed to handle large volumes of accounts in the most efficient, and effective way. Our skip tracing solution involves a number of systematic stages of skip tracing tasks that are carried out with sophisticated logic in a specific order. This process continues step after step until your debtor is located or all databases that Penn Credit subscribes to have been exhausted. This process is extremely powerful and has many milestones, checkpoints, and review cycles. Skip tracing databases include: • National Change of Address Service (NCOA)® • Accurint (used to locate neighbors, associates, and possible relatives) • Phones Plus (access to phone numbers not typically available) • People at Work (links individuals to businesses) • Advanced Person Search (uses old and/or fragmented data) • Directory Assistance • Credit Bureau Records and Scoring • Motor Vehicle and License Records • Military Personnel Locator • Criminal Records and Voter registrations • Dun & Bradstreet Reports • Tax Assessments • Secretary of State • Asset Verification • Lexis Nexis® perm . C E ,. u.. ,.:i O p tion a , Pia' ; €g 1,06 Credit Bureau Reporting Penn Credit maintains a system to report collection accounts to credit bureaus. We provide our collection staff with on-line real time credit bureau access to aid in obtaining current information on the debtor's location. As a result, representatives have instant access to databases through their computer terminals. Interfacing with these credit bureaus has the potential of providing our collectors with current addresses, phone numbers, open lines of credit to pay off debt, mortgage information, and employment information for a social security number search. Credit bureau requests are generated by the collection system and transrnitted to the appropriate credit bureau. Qualified accounts are currently reported to three major credit bureaus: • TransUnion.. Equifax, and Experian. Penn Credit's Credit Bureau Reporting Guidelines • Account has been in the system for 30 days (validation period) • Account balance is more than $50 • Account must have a social security number • Account must have a date of service • Account must have a narne, a valid street address and zip code • Account cannot be a business • Account does not have an active payment arrangement • Account does not have a payment in last 30 days • Client has given permission to report accounts Dispute Updates to Credit Bureau When a dispute is received the status code is changed to DIS status. All disputed accounts are electronically updated to the credit bureaus on a monthly basis. The consumer can manually dispute a reported item. In those instances, we have twenty (20) days in which to respond. If we fail to respond, the line item is automatically updated. When notification is needed immediately and it is a legitimate dispute we provide a letter to the consumer that they can provide to the credit bureaus and creditors. Re _ pc ° i se rational Pan 107 Voice Recording Technology Penn Credit. Corporation's call center is also equipped with a Voice Control Recording mechanism: which records every phone call for maintaining quality and work ethics. • All collection calls are recorded. • Managers have ability for real time & historical monitoring. • All calls are stored on hard drive for approximately 60 days. • Capability of sending calls to clients via email • All patient accounts, ingoing and outgoing calls are recorded for quality control and educational purposes and to promotes a professional atmosphere. Every Customer is notified at the onset of the call that the conversation is being recorded for quality control purposes. Uncoollectible Accounts Penn Credit Corporation does not set a minimum number of debtor/consumer contacts before it considers a case uncollectible. Penn Credit trains their collectors to make their collection decisions based on qualifying the debtor through a series of financial defined questions. This allows PCC to make the hest possible arrangement for both the debtor and the creditor. Minimum work standards depend upon the client's guidelines and account balances. Under normal collection procedures there are four debtor contacts under reasonable follow-up and will be considered a minimum contract standard. An account is determined to be uncollectible when the collector has determined that the debtor will not pay the bill and/or all skip -tracing work has been completed and suit consideration is not a viable solution. Once a collector has decided that the accountis uncollectible, the account is placed into a manager's loop to be reviewed. In order for the manager to close an account, all guidelines must be complete. Any account with a good phone number will be housed and followed up on our D.A.V.I.S. system for up to six months depending on the client's guidelines. All other accounts will be closed and returned within 30 days. Accounts are purged on a monthly basis or as contract dictates. An account will not he. closed unless all work guidelines have been satisfied. An account will be worked for at least a year and is deemed uncollectible when all resources have been exhausted, including all skip -tracing activities. The Vice President of Collections reviews the account and is the one that, makes the decision that the account is not collectible. `e'?. n Credit' Penn E Operational tio'ial Plan Account Returns, Recalls, and Closures Accounts are returned when any of the following occurs: Client requests return of account(s) Account has been paid -in -full Debtor has filed a legitimate petition in bankruptcy court Certification of debtor death is received If a client requests the return of an account, the account is notated with the name of the individual requesting the recall and the reason for return. If the client makes a verbal request, we ask that all requests be forwarded in writing or electronically. Collection activity is discontinued immediately. The account, along with a cancellation report, and any documentation is returned without charge or penalty An account will be returned as uncollectible if it is determined through collection efforts that a debtor does not have the means to pay either by borrowing or by obtaining a loan. An account will be returned if a determination has been made that the account cannot be pursued legally In the event a debtor files a claim for total disability. as defined by the applicable federal regulations, we will notify the client, who will make the final determination whether or not to continue collection efforts. Specific requirements for the return and purge of aged accounts are contingent upon guidelines determined by each individual client. Otherwise, Penn Credit's standard is to retain accounts for a minimum of one year prior to being returned and purged, except those cases where payment arrangements have been developed or "promises to pay" are active. If we are unable to obtain acceptable, regular monthly payments from debtors within a reasonable time period, Penn Credit will return the account based on city guidelines and in accordance with the following administrative resolutions: Death of debtor will be verified by one of the following documents: copy of death certificate; verifiable death announcement in a local newspaper; county official assertion that debtor's death has occurred along with information required in this section; credit bureau report, as described; Internet. page printout. linked to Social Security Death file accompanied by credit bureau report. Once all required documentation is acquired, it along with the account will be forwarded onto the city Bankruptcy When Penn Credit discovers that a debtor is subject to active bankruptcy proceedings, we will immediately enter an Administrative Resolution request, verifying the •. bankruptcy status.. We will obtain and. submit reports .containing all the information 0pe r f: t: c ;sL sr r Services required, including evidence of previous bankruptcy filings to the city within twenty- four (24) hours after 'receipt of written notice. If the debt has been discharged in a closed bankruptcy hearing, we will obtain through an approved service a copy of the docket report containing the information cited. Disability If a debtor claims disability and thus inability to pay the debt, Penn Credit will ask for documentation as described in these sections, as well as a financial statement signed by the debtor and a credit bureau report. If we cannot acquire the signed statement of debtor's financial ability, we will provide written justification for same when we submit the disability claim. Incarceration If the debtor is incarcerated, we may obtain from a prison official the official's title, the prison name and telephone number and the earliest possible parole date. If the period of incarceration will exceed the twelve (12) month retention period, that information will accompany the account when it is returned to the city. Payment Processing & Controls Payments received on a daily basis are retrieved from the post office by assigned clerical personnel. In order to identify all account payments, Penn Credit keeps complete account records of every account placed with us. Collectors keep thorough notes on their telephone conversations with debtors. Thus, when unidentified payments come in, the combination of our superior software systems and our ability to conduct accurate data mining, plus the fact that our collectors know their accounts and their debtors, means that cross-referencing accounts and coming up with the proper debtor to match a payment is possible. Accurately posting unidentified payments, then, is something we can do quickly on a daily basis. Checks and Balances Financial functions happen by means of secure processes that allow access only by authorized personnel. Mail is delivered to the secured clerical department and processed by each respective payment processing staff member. Each payment processor opens and sorts their assigned mail. They sort payments according to the type of payment and assigned company codes. Each check is immediately stamped with a restrictive endorsement. Checks are then separated into more manageable batches. The payment processing staff each run an adding machine tape on all checks included in each hatch, The Office Manager then runs a second tape and reports to match the totals. The batch is then given to the Cash Receipts Clerk. The cash receipts clerk is responsible for the final posting from the clerical reports to assure proper posting of all Credit's. 1i')a_}e 110 n pa � r Pror.'a. 61081108 ii payments. Checks received by Penn Credit and posted to the debtor's account(s) in the collection system are reconciled to daily bank deposits and to the general ledger. Unidentified Payments Any payment that is received but camiot be matched with an account are posted to a "dummy" account, which acts as a holding tank for all. unidentified payments. The physical check is deposited with the current day's receipts. The payment processors then attempt to identify the correct account by performing additional account inquiries, telephoning the sender of the payment, sending follow-up letters, etc. Once the payment has been identified, it is reversed from the holding tank and posted to the proper debtor account. Post-dated Checks Posted payments and post-dated checks are only entered using specific logins and are protected by user passwords. Any post-dated checks that are received are coded on our system and held until the actual date on the check and then posted. Payments are then transmitted to the mainframe where they are stored for the purposes of performance reporting, remittance processing, and invoicing. Management Plan Perin. Credit Corporation believes in a management to collector ratio of 1:12, not to exceed 15 collectors per supervisor. Collection management consists of a collection manager, assistant. collection manager, collection supervisors, a trainer, and an auditor. It is the responsibility of the immediate collection supervisor to assure that proper floor and collection coverage is maintained during all work hours. Penn Credit. Corporation provides its collection staff with the most up-to-date technology available. Each collector has a workstation that is fully self-sufficient. Further, most skip tracing tools that are offered to employees are automated. Since our collection system is totally on-line, it allows management to monitor the collectors work effort on a daily, weekly, monthly quarterly, and annual basis if necessary. Collectors are monitored by tracking the number of phone calls, number of accounts worked, number of promises made, and the total dollar figures of promises made. Penn Credit has provided an organizational chart detailing Penn Credit's structure. ;s ponnse 0 112 ttl Pelill &cc& Comoration Oiganizational Chart . • • •-• J•.••.,•••;;;••'.,--r Op'erations N[anager • • • t; • kyle Donaglir: • ":".••:.:1•.•"..,•••...•:•."...•• • • : • ••••••••••. ••••••• • " -:'• • ••••• S 41-1; HR "Frainer, 1.. • • g • Cinnpliance Officer, la, . i • • • :. faintenailCe • • — • s • • • • • • •- • • Iogs. • ..• ,,,t7: _,. 77 _ ,..,-..., 7,7: 7 r.,,,'!..,,,,, -..t...:••• : trt',',....t:t• -tt F.!%::-.. _ --_—______ ':...4-.,_,,, ‘• : _ -_ L':::•.: __ -,'''''•:'-':, li::,Z1,,.:.;."..:?._ .'1,'"'..:s-1`.:f'.'...... _ .22— _ --L ‘dchmi,ti...,tiv, , :: \ .-: '1 • k 1 uin .Asistaili.•••, . , • ':',! ( , '' ' A,',i;t,,It ':. V. • ••:., k, Tracy Grolnan:1!;:i ...,...„ : \ ,...7„..,...... . ..v.,.,......: ...E: •••::::•,::: • , -",,,;:?•• • . : • Matutget ... , 1,i•!:• - .,, ..,. ......:._ ,. ../.. : i„i,n,ger .....-..,,\,:,:!.1,..":::i,„,i13.11'gRi7,7;1'H,::::.:1..17:7. \„7...,.I..La.r:;11ir;:.c.....)Ill.,77.1;...,,:_7.::::••,,.::::ji ",„:.,• i; :, Manager • .'.. \•'-, .;" • '"" : • ‘,----- —„. , , ,,, , . ' I:- ...,t.,,,„., :):,, , . 1)ata Pwcessit L . g ,. ::.;:: Sales ••. i', it' Client Serx;ic n Foleye• "..'. :. i : ::: :: : : : j : • : Rhett DonaglIcr ::!:!1i;L B,eit 7:,',,,Ii."1.... •, ''.:: i : :;:il:i::: ••,... : • • ' • ; 1. : :. : !!,E,!:. : •,..,•,:- :: ... .. ••;•::"•. „ ••(:•••• C)ivisiort NIarri• ers I 2..•\ . :,...:.:, ....t • • •••••••• • ••• .1 ••• • • • .\.....•• • .•-• Collection : • • Representatiyfir •• • "": •:'•••• • 2-••• f • •••••`....•-••-•:.:,....•••••••••••••••••• . •••:•!.••,. • ...••••:•. .• -•••.'.•••,••••• ••••,••••••••• ,• ••„:,•,•• -" :,::::..!„•••• • : •••••• • • • re•-•:: • •::•". • 2 " ism em for Pro pasta's for « 6108 Liuo Debts W MBE Parf i ati ■ Pemi Credit wii not be rneeting the WIMBE participation goals. Cry K% Response MBE PaR pabon Go@ -page 113 Tampa ..,i� for ` R FP 6108_108 SBE Participation In order to meet the City of Tampa's Small Business Enterprise (SBE) participation goals. Penn Credit made every efforts to utilize a small business certified by the City of Tampa. Penn Credit was in contact with Superior Office Management, Inc. and EvaMat Consulting. both SBEs based in Tampe. Unfortunately, neither of these businesses responded positively with interest in joining with Penn Credit as a sub -contractor. Penn Credit's results are detailed on the following page. Penn .e,:i'sponse. SBE Part.iciL ai.I:Js"? k.1,,frd3 page SECTION IV. SUB -CONTRACTING FORMS AND PAYMENT FORM City of Tampa - Schedule of All Sub-(ContractorslConsultants!Suppliers) Solicited ' Form Contract No.:08-P-01762 Contract Name:Citywide Collection Services Contractor Name: Penn Credit Corporation Address:916 S. 14th St; Harrisburg, PA 17104 Federal ID: 23-2470030 Phone:800.800.3328Fax:717.238.0901 Emall:richard.templin@ penncredit.com [x] No Sub -Contracting Opportunities existed for this contract. [ ] No Firms were contacted because: [ ] See attached documents. dule must be submitted with the bid or proposal. Federal ID Company Name Address Phone & Fax Type of Ownership (F=Female M=Male) BF BM =African Am. HF HM = Hispanic Am. AF AM = Asian Am. NF NM = Native Am. CF CM = Caucasian Trade or Services NIGP Code if known Contact Method L=Letter F=Fax E=Email P=Phone Quote or Resp. Rec'd YIN Superior Office Management, Inc 5305 S. MacDill Ave; Suite D Tampa, FL '33611.4044 Accounting CF Auditing Billing P N p:813.835.9032 f:813.831.3608 Collections EvaMat Consulting 1342 Sage Drive Tlunariin FL 'a64R Accounting CF Auditing Billing P N p:727.736.3185 f:727.736.3185 Collections Certification: t is hereby certified that the following information is a true and accurate account of contacts and solicitations an responses for sub -contracting opportunities on this contract. Signed Name/Title Donald C. Donagher, CEO Date: 14 August 2006 Pc.- n reci is Response torli:i" ctin Forms page is 5 .of' Tam quest: k. topi Debt Cotiection Fee Recovery Schedule Penn Credit has provided the following fee shecule for account. collections. Utility Fees Parking Fees 60 days delinquent: 17% 14% 90 days delinquent: 17% 14% 120+ clays delinquent: 17% 14% Credit Bureau Placement Fee: None None Credit File Placement: None None Agency Placement Fee: None None Pin. Credit Co III P ensa • ' SECTION III. BIDDER'S AFFIRMATION AND PROPOSAL SIGNATURE FORMS BIDDER'S AFFIDAVIT Before me, the undersigned authority who is duly authorized by law to administer oaths and take acknowledgements, personally appeared Donald C. Donagher of Penn Credit Corporation AFFIANT'S NAME Who, after being duly cautioned and sworn, and being fully aware of the penalties of perjury, does hereby depose and declare, on his own behalf or as a representative on behalf of a partnership or corporation, or other entity that is the Bidder in the matter at hand, as follows: 1. That the Bidder, if a natural person, is of lawful age. 2. That if the Bidder is a partnership, or a corporation, or other legal person or entity recognized in the State of Florida, it has complied with all laws and ordinances governing the formation and continued existence of such entities, including but not limited to, if a Florida corporation, to the filing of its Articles of Incorporation with the Florida Secretary of State and if a corporation incorporated under the laws of a state other than Florida, that it is duly authorized to do business in the State of Florida; that it is currently an active corporation or entity fully authorized to do business; and that the undersigned is representative of the corporation or entity authorized to make this affirmation and declaration and who has the power to bind said corporation or entity. 3. That if the Bidder is operating under a fictitious name, Bidder has currently complied with and any and all laws and procedures governing the operation of businesses under fictitious names in the State of Florida; 4. That the Bidder has not submitted a rigged Bid, nor engaged in collusive bidding, or a collusive bidding arrangement, or fraudulent bidding, or entered into a conspiracy in connection with this bid with any other natural person, partnership, corporation or other entity making a bid on the same project. The Bidder has not entered into any understanding or agreement with any other person or entity where one or more such persons or entities agrees not to bid or fixing the prices to be bid. 5. Bidder has not offered or provided incentives to the homeowner for this Bid that are not specified .in the scope of work. This includes, but is not limited to, additional repairs, additions, upgrades, appliances, equipment and/or cash. In the event that the City determines that the Bidder has participated in any collusive, deceptive or fraudulent practices in derogation of the statements in this Affidavit the City, in addition to any other remedy it may exercise, will have the right to debar the Bidder from participating in the City's Owner Occupied Rehabilitation Program and notify HUD of its debarment. 6. That the Bidder is not in arrears to the City of Tampa upon debt or contract and is not in default, as surety or otherwise, of any obligation to the City, Hillsborough County or the State of Florida 7. That no officer or employee of the City, either individually or through any firm, corporation or business of which he/she is a stockholder or holds office, shall receive any substantial benefit or profit out of the contract or award to this Bidder; nor does the Bidder know of any City officer or employee having any financial interest in assisting the Bidder to obtain, or in any other way effecting, the award of the rehabilitation contract to this Bidder. 8. That, by submitting this bid, the Bidder certifies that he/she has fully read and understands the bid method and has full knowledge of the scope, nature, and quality of work to be performed or the services to be rendered. Resp Bidder's N:"tiY ) L r' i` d r ity c [a'np ue 6I^C FOR A CORPORATION State of Pennsylvania County of Dauphin The foregoing instrument was acknowledged before me this 14 day of August who is Chief Executive Officer (Title) of Penn Credit Corporation 20 08 by D . C . Donagher (Corporation Name) a corporation under the laws of the State of Pennsylvania , on behalf of the said corporation. He/She is personally known to me or who has produced identification and who did (did not) take an oath. Signature of Notary Public Signature of Affiant Notary Public. State of: My Commission Expires: Donald C. Donagher Printed, typed or stamped Printed or typed name of Affiant Commissioned name of notary public Penn Cr edit- nse 3f,'is..l fr" rc and Der it. for Propo - o; Cit... PROPOSAL SIGNATURE FORM FOR CITYWIDE DEBT COLLECTION SERVICES In compliance with this RFP and to all the conditions imposed herein, the undersigned offers and agrees to provide RFP# 61081108, CITYWIDE DEBT COLLECTION SERVICES, in accordance with the attached signed proposal, or as mutually agreed upon by subsequent negotiation. This completed Proposal Signature form must be submitted with the Proposer's written proposal and will become a part of any agreement that may be awarded. This Proposal Signature Form must be signed by an authorized representative as defined in Section II. General Conditions, Subsection 3. Content of Proposal of this RFP. If the Proposal Signature Form is not signed by an authorized representative or submitted with the proposal, the proposal is considered non -responsive. Please type or print: Name of Firm: Penn Credit Corporation Address: 916 S. 14th School City: Harrisburg State: PA Zip: 17104 Contact Person: Richard S. Templin Telephone No.: 800. 800.3328 Type Organization: [ ] Individual [ ]Partnership Fax No.: 717.238.0901 Email: richard.templin@ penncredit.com [ ] Small Business [ ] Non -Profit [X] Corporation [ ] Joirit Venture Attach copies of all such licenses, permits or certificates issued to the business entity. Business is licensed, (unless exempt by applicable law) permitted or certified to do business in the State of Florida: [X] Yes [ ] No. License # 606861 State of FL Corporation ID# (from Sec'y of State): State of FL Fictitious Name Reg.# (from Sec'y of State): Federal I.D. #: 23.2470030 Minority Business Status: [ ] Black [ ] Hispanic [ ] Woman Is your business certified as a minority business with any govemment agency? [ ] Yes [X] No. If yes, please list below: Agency Name Certification Number Expiration Date Authorized Signature: Date: Penn Credit's )S i Sig!iat.% ;` r ,._�. 041131141 :,.:..... ®,fib WOW .„.......,,op„®,;pOMIN...i,o. a o.sn.,:.. ..... 040s41) STATE OF FLORIDA OFFICE OF FINANCIAL REGULATION 200 EAST GAINES STREET. TALLAH4SSEE, F LORIDAI32399-0375 PHONE (850)410-9895 CONSUMER COLLECTION AGENCY REGISTRATION THE CONSUMER COLLECTION AGENCY INDICATED BELOW IS REGISTERED UNDERETHE PROVISIONS OF FFECTIVE DATE: 01/01/08APTRT 'VI, FLORIDA STATUTES. EXPIRRTIONOATE: 12/31/08 BUSINESS LOCATION: HARRI.SBURG, PA 1.7104 PENN CREDIT CORPORATION PO BOX 988 HARRISBURG, PA 17108-0988 rr1, 606861 AUDIT NUMBER CCA 0800829 6103,c,„, COMMISSIONER, OFFICE OF FINANCIAL REGULATION 1:,,!l1,:,1,,,i,1l,,:! W.)Sc: gri )t€ L page 120 CITY OF TAMPA 114:cEp JU13 ALL FIRMS ON BID LIST REF: City of Tampa RFP, dated RFP for Providing: To Be Opened: SUBJECT: ADDENDUM NO. 2 Gregory K. Spearman, CPPO Purchasing Director )ulv 9, 2008 RFP #61081108 CITYWIDE DEBT COLLECTION SERVICES AUGUST 18, 2008 @ 2:30 PM JULY 30, 2008 Please make the following change on the above stated subject. Under Addendum No. 1, please make the following change to question number 16: "16. Q. Historical rate of return or liquidation rate either provided by any incumbent(s) or anticipated as a result of this procurement. ......... .. A. See answers to numbers 13 & 14 above." If you have submitted a proposal and need to have it returned to you, please call (813) 274-8351. Acknowledgement of the Addendum is required if a proposal is being submitted. Refer to the RFP package under Section II. General Conditions, Section 3. Contents of Proposals, Subsection 3.1, Tab 1. Addenda. Sincerely, Gregory K. Spearman, CPPO Director of Purchasing U/ag 306 E. Jackson Street, 2E • Tampa, Florida 33602 • (813) 274-8351 • FAX: (813) 274-8355 TampaGew www.tampagov.net CITY OF TAMPA Purchasing Department Vklito ALL FIRMS ON BID LIST REF: City of Tampa RFP, dated RFP for Providing: To Be Opened: SUBJECT: ADDENDUM NO. Gregory K. Spearman, CPPO Purchasing Director July 9, 2008 RFP #61081108 CITYWIDE DEBT COLLECTION SERVICES AUGUST 11, 2008 @ 2:30 PM 1 JULY 29, 2008 Please note the RFP opening date and time has been changed to AUGUST 18, 2008 @ 2:30 PM. As a result of the pre -proposal conference held on JULY 21, 2008 @ 9:30 AM for the above stated subject, please make the following change(s): 1. On page 17, under SECTION II. GENERAL CONDITIONS, Section 3. CONTENT OF PROPOSALS, Tab 4. Section I, Scope of Services., change Tab 4 to read: "Include all the requirements and/or documentation requested under Section I. Scope of Services, Section 18. Proposer Submittals." For Informational Purposes Only 1. Q. Who are the incumbents? A. UAD Accounts —Merchants Association of Florida (MFA). Parking Division — Progressive Financial Services, Inc. 2. Q. How long have the incumbents been providing the requested services? A. • MFA — Since 1965. Progressive Financial Services, Inc. since August 2003. 3. Q. How many Vendors are you seeking to award a contract? A. The City reserves the right to select a Proposer or multiple Proposers. 4. Q. A. 5. Q. A. Has the current contract gone full term? MFA — Yes. Progressive Financial Services, Inc. — under interim contract, until this RFP is completed. Have all options to extend the current contract been exercised? Yes. 306 E. Jackson Street, 2E • Tampa, Florida 33602 • (813) 274-8351 • FAX: (813) 274-8355 T mpa&aw www.tampagov.net 6. Q. Will the selected vendor be allowed to litigate on your behalf, with approval? A. There are no litigation requirements for this service. 7. Q. Current contingency fees or other fees currently being billed by any incumbent(s), by category. A. UAD — Flat rate 30% on collected funds. • Parking Division — Flat rate 15%.on collected funds. 8. Q. The monthly or quarterly number of accounts expected to be placed with the vendor(s) by category, for any categories not mentioned. A. UAD's currently placed accounts will not be placed/transferred to the Successful Proposer. Parking Division — 184 checks outstanding, 66,808 citations pending collection. *Information regarding other departments that may choose to utilize the contract at a later date is not known. 9. Q. The monthly or quarterly dollar value of accounts expected to be placed with the Vendor(s) by category, for any categories not mentioned. A. UAD - $140,000 per month. Parking Division -$50,000 per month *Information regarding other departments that may choose to utilize the contract at a later date is not known. 10. Q. To what extent will the location of the bidder's call center and/or corporate headquarters have a bearing on any award(s)? A. As stated under Section I. Scope of Services, Section 11. SECURITY, all work performed for the City and City accounts shall remain in the contiguous United States. 11. Q. The monthly or quarterly number of accounts expected to be placed with the vendor(s) by category, for any categories not mentioned. A. UAD — Approximately 350 to 600 accounts per month. Parking Division - Approximately 20 new accounts (checks) per month. Approximately 1200 (citations) per month. *Information regarding other departments that may choose to utilize the contract at a later date is not known. 12. Q. Provide the current Vendor(s) recovery amounts. A. UAD — Approximately $60,000 per month. Parking Division - $9,000 per month. 13. Q. What is the average age of accounts at placement that the various agencies will be placing for collections? Please specify by agency. Additionally if different agencies. A. UAD — Approximately 150 days. Parking Division —150 days. *Information regarding other departments that may choose to utilize the contract at a later date is not known. 14. Q. Can the City provide the following information on the current Vendor(s)? For each Vendor in the last two years, what was: 1. Number of Accounts Placed 2. Dollar Value of Accounts Placed 3. Total Collections 4. Fees Paid 5. For what departments/agencies are your current Vendor(s) handling collections work for? If individual agency amount collected is available please provide. A. UAD 1. Approximately 11,000 • 2. Approximately $3.5 M 3. Approximately $1.3 M 4. Approximately $390,000.00 5. Merchants Association of Florida PARKING DIVISION 1. Approximately 29,329 2. Approximately $1.0 M 3. Approximately $246,489 4. Approximately $35,071 5. Progress Financial Services, Inc. 15. Q. Will accounts currently assigned to the current vendor (as mentioned under section 21 for the Parking Division) be submitted to the new vendor? If so, can a separate be proposed for these services? A. Yes, but only for the Parking Division. Currently -placed accounts for UAD will not be transferred to the Successful Proposer. A different price structure may be proposed for currently -placed accounts, if the Proposer chooses. 16. Q. Historical rate of return or liquidation rate either provided by any incumbent(s) or anticipated as a result of this procurement. A. See answers to numbers 13 & 15 above. 17. Q. Any other relevant statistical data about the portfolio. A. None. 18. Q. Are there any other divisions that may refer secondary collections? If so what departments? A. In the future, under this contract, other City departments will be authorized to utilize the services of the Successful Proposer(s). 19. Q. What demographic information (Name, Address, Tele #, Employer, Social Security #, etc) will the City be providing? A. UAD — See Attachment A in the RFP package. Parking Division — See Attachment B in the RFP package. 20. Q. Are the Tampa/Hillsborough Toll roads division included under this contract? A. The City of Tampa does not have toll roads and is a separate municipality from Hillsborough County. 21. Q. Would FTP or SFTP updates be allowable for item 5.6:"5.6 The Successful Proposer will provide the City with web search capabilities for transferred delinquent accounts status. A. It is not requiredthat web search capabilities be provided. It is essential that the Successful Proposer provide the City with the capability to get information for the transferred delinquent accounts. FTP, SFTP or a report in an agreed format is acceptable. 22. Q. Is the current Vendor(s) utilizing or are they a W/MBE & SBE? A.` No. 23. Q. What is the percentage goal the City is looking to have dedicated towards W/MBE & SBE? A. The City no longer has mandatory W/MBE or SBE Goal Participation. However the City does encourage City of Tampa Certified W/MBE and SBE participation. If you have submitted a proposal and need to have it returned to you, please call (813) 274-8351. Acknowledgement of the Addendum is required- if a proposal _ is being .submitted. Refer to the RFP package under Section II. General Conditions, Section 3. Contents of Proposals, Subsection 3.1, Tab 1. Addenda. Sincerely, Gregory K. Spearman, CPPO Director of Purchasing U/ag