Agenda 02/27/2018 Item #16E 102/27/2018
EXECUTIVE SUMMARY
Recommendation to award RFP #17-7221 Collection Agency Services to Alliance One Receivables
Management, Inc. for Countywide collection of unpaid accounts.
_____________________________________________________________________________________
OBJECTIVE: To provide collection services for various Collier County Divisions where collection
efforts have been exhausted.
CONSIDERATIONS: Collection services are required for a variety of County Divisions where non-
payment has occurred and where Collier County and/or its designated billing consultants have exhausted their
collection efforts. Most accounts will typically be assigned to the vendor when determined to be one
hundred twenty (120) days past due. However, determination as to which accounts will be assigned to the
vendor and when such assignment is to be made rests solely with the Division.
On October 8, 2013, the Board approved RFP #13-6056 and awarded a contract to Mintex, Inc. That
contract was scheduled to expire on October 7, 2017 but it was extended to April 15, 2018, to provide
sufficient time to obtain new proposals and to award a new contract.
On October 5, 2017, the Procurement Services Division released Request for Proposal 17-7221 to 466
vendors for collection agency services. Vendors downloaded forty-three (43) bid packages and the
County received four (4) proposals on November 6, 2017.
A Selection Committee met on December 6, 2017, and the committee arrived at a final ranking that
resulted in a tie between Alliance One Receivables Management, Inc. and RTR Financial Services, Inc.
In accordance with the County’s Procurement Manual, the tie breaking procedure initially seeks to break
the tie by awarding to the vendor with the lowest volume of work with the County. Her e, however,
neither vendor had previously performed work for the County. To break the tie, a random selection was
determined by the Procurement Director Ted Coyman in the presence of three (3) witnesses, which
resulted in Alliance One Receivables Management, Inc. being ranked as the recommended firm.
Proposers Final Ranking
Alliance One Receivables Management, Inc. 1
RTR Financial Services, Inc. 2
Life Line Billing Systems LLC dba LifeQuest Services 3
Professional Adjustment Corporation of SW FL, Inc 4
FISCAL IMPACT: The cost to the County is 14% of collected revenue. Funds for these services are in
the user Division's budget.
LEGAL CONSIDERATIONS: This item is approved as to form and legality, and requires majority
vote for Board approval. -SRT
GROWTH MANAGEMENT IMPACT: There is no Growth Management Impact resulting from this
action.
RECOMMENDATION: To award RFP #17-7221 Collection Agency Services to Alliance One
Receivables Management, Inc. and authorize the Chair to execute the attached contract.
Prepared by: Artie R. Bay, Supervisor, Emergency Medical Services Administration
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02/27/2018
ATTACHMENT(S)
1. 17-7221 Request for Proposal (PDF)
2. 17-7221 Scope of Services (PDF)
3. 17-7221 AllianceOne Proposal (PDF)
4. 17-7221 AllianceOne_Contract_VendSign (PDF)
5. 17-7221 Score Sheets (PDF)
6. 17-7221 NORA (PDF)
7. 17-7221 Final Rank (PDF)
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02/27/2018
COLLIER COUNTY
Board of County Commissioners
Item Number: 16.E.1
Doc ID: 4674
Item Summary: Recommendation to award RFP #17-7221 Collection Agency Services to
Alliance One Receivables Management, Inc. for Countywide collection of unpaid accounts.
Meeting Date: 02/27/2018
Prepared by:
Title: Supervisor - Accounting – Emergency Medical Services
Name: Artie Bay
01/25/2018 3:28 PM
Submitted by:
Title: Division Director - EMS Operations – Emergency Medical Services
Name: Tabatha Butcher
01/25/2018 3:28 PM
Approved By:
Review:
Procurement Services Opal Vann Level 1 Purchasing Gatekeeper Completed 01/25/2018 5:00 PM
Administrative Services Department Paula Brethauer Level 1 Division Reviewer Completed 01/26/2018 2:27 PM
Procurement Services Viviana Giarimoustas Additional Reviewer Completed 01/30/2018 9:25 AM
Procurement Services Swainson Hall Additional Reviewer Completed 02/02/2018 11:56 AM
Procurement Services Sandra Herrera Additional Reviewer Completed 02/05/2018 9:48 AM
Procurement Services Ted Coyman Additional Reviewer Completed 02/06/2018 10:16 AM
Emergency Medical Services Tabatha Butcher Additional Reviewer Completed 02/07/2018 9:35 PM
Administrative Services Department Len Price Level 2 Division Administrator Review Completed 02/13/2018 2:03 PM
County Attorney's Office Scott Teach Level 2 Attorney Review Completed 02/14/2018 10:57 AM
Office of Management and Budget Valerie Fleming Level 3 OMB Gatekeeper Review Completed 02/15/2018 10:49 AM
Office of Management and Budget Laura Wells Additional Reviewer Completed 02/16/2018 2:17 PM
County Attorney's Office Scott Teach Level 3 County Attorney's Office Review Completed 02/16/2018 3:47 PM
County Manager's Office Nick Casalanguida Level 4 County Manager Review Completed 02/19/2018 1:43 PM
Board of County Commissioners MaryJo Brock Meeting Pending 02/27/2018 9:00 AM
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COLLIER COUNTY
BOARD OF COUNTY COMMISSIONERS
REQUEST FOR PROPOSAL (RFP)
FOR
COLLECTION AGENCY SERVICES
SOLICITATION NO.: 17-7221
VIVIANA GIARIMOUSTAS, PROCUREMENT STRATEGIST
PROCUREMENT SERVICES DIVISION
3295 TAMIAMI TRAIL EAST, BLDG C-2
NAPLES, FLORIDA 34112
TELEPHONE: (239) 252-8375
VivianaGiarimoustas@colliergov.net (Email)
This solicitation document is prepared in a Microsoft Word format (Rev 8/7/2017). Any alterations
to this document made by the Vendor may be grounds for rejection of proposal, cancellation of any
subsequent award, or any other legal remedies available to the Collier County Government.
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TABLE OF CONTENTS
ITEM DESCRIPTION ........................................................................................................................................................
1.0 Introduction
2.0 Background
3.0 Term of Contract
4.0 Request for Proposal (RFP) Process
5.0 Grading Criteria for Development of Shortlist
Instruction to Proposers
6.0 Questions
7.0 Pre-Proposal Conference
8.0 Compliance with RFP
9.0 Ambiguity, Conflict, or Other Errors in the RFP
10.0 Proposals, Presentations, and Protest Costs
11.0 Validity of Proposals
12.0 Method of Source Selection
13.0 Evaluation of Proposals
14.0 References
15.0 Reserved Rights
16.0 Collier County Purchase Order Terms and Conditions
Additional Terms and Conditions for RFP
17.0 Insurance and Bonding Requirements
18.0 Additional items and/or Service
19.0 County’s Right to Inspect
20.0 Vendor Performance Evaluation
21.0 Additional Terms and Conditions of Contract
22.0 Public Records Compliance
23.0 Work Orders on Fixed Term Contracts
24.0 Payment Method
25.0 Environmental Health and Safety
26.0 Licenses
27.0 Survivability
28.0 Principal/Collusion
29.0 Relation of County
30.0 Termination
31.0 Lobbying
32.0 Certificate of Authority to Conduct Business in the State of Florida (Florida Statute 607.1501)
33.0 Single Proposal
34.0 Protest Procedures
35.0 Public Entity Crime
36.0 Security and Background Checks
37.0 Conflict of Interest
38.0 Prohibition of Gifts to County Employees
39.0 Immigration law Affidavit Certification
Attachments
Attachment A – Scope of Services
Attachment B – Required RFP Forms
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FOR QUALIFICATIONS SUBMITTAL
SOLICITATION PUBLIC NOTICE
REQUEST FOR PROPOSAL (RFP)
NUMBER:
17-7221
PROJECT TITLE: COLLECTION AGENCY SERVICES
LOCATION: PROCUREMENT SERVICES DIVISION, CONFERENCE ROOM A, 3295
TAMIAMI TRAIL EAST, BLDG C-2, NAPLES, FLORIDA 34112
RFP OPENING DAY/DATE/TIME: Monday, November 6, 2017 at 10:00 AM
PLACE OF RFP OPENING: PROCUREMENT SERVICES DIVISION
3295 TAMIAMI TRAIL EAST, BLDG C-2
NAPLES, FL 34112
All proposals shall be submitted online via the Collier County Procurement Services Division Online Bidding System:
www.colliergov.net/bid
1. INTRODUCTION
As requested by the Collier County Administrative Services, Growth Management and Public Utilities Division (hereinafter, the
“Division or Department”), the Collier County Board of County Commissioners Procurement Servi ces Division (hereinafter,
“County”) has issued this Request for P roposal (hereinafter, “RFP”) with the intent of obtaining proposals from interested and
qualified vendors in accordance with the terms, conditions and specifications stated or attached. The vendor, at a minimum, must
achieve the requirements of the Specifications or Scope of Work stated.
The results of this solicitation may be used by other County departments once awarded according to the Board of County
Commissioners Procurement Ordinance.
2. BACKGROUND
Collection services are required for a variety of County Divisions where non-payment has occurred, and where Collier County and/or its
designated billing consultants have exhausted their collection efforts. It is an estimated volume of eleven thousand (11,000) accounts
totaling approximately six million dollars ($6,000,000.00).
Most accounts will typically be assigned to the vendor when determined to be one hundred twenty (120) days past due. However,
determination as to which accounts will be assigned to the vendor and when such assignment is to be made rests solely with the Project
Manager or her designee.
3. TERM OF CONTRACT
The contract term, if an award(s) is/are made is intended to be for three (3) years with two (2) one (1) year renewals. Prices shall
remain firm for the initial term of this contract.
Surcharges will not be accepted in conjunction with this contract, and such charges should be incorporated into the pricing
structure.
4. REQUEST FOR PROPOSAL (RFP) PROCESS
4.1 The Proposers will submit a qualifications proposal which will be scored based on the criteria in Section 5.0 Grading
Criteria for Development of Shortlist, which will be the basis for short-listing no less than three (3) firms.
The Proposers will need to meet the minimum requirements outlined herein in or der for their proposal to be evaluated and
scored by the COUNTY. The COUNTY will then grade and rank to at least the top three short-listed firms and enter into
negotiations with the top ranked firm to establish cost for the services needed. With successful negotiations, a contract
will be developed with the selected firm, based on the negotiated price and scope of services and submitted for approval
by the Board of County Commissioners.
4.2 The COUNTY will use a Selection Committee in the Request for Proposal selection process.
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4.3 The intent of the scoring of the qualifications proposal is for respondents to indicate their interest, relevant experience,
financial capability, staffing and organizational structure.
4.4 Based upon a review of these qualification proposals, the COUNTY will rank the Proposers based on the discussion and
clarifying questions on their approach and related criteria, and then negotiate in good faith an Agreement with the top
ranked Proposer.
4.5 If, in the sole judgment of the COUNTY, a contract cannot be successfully negotiated with the top-ranked firm,
negotiations with that firm will be formally terminated and negotiations shall begin with the firm ranked second. If a
contract cannot be successfully negotiated with the firm ranked second, negotiations with that firm will be formally
terminated and negotiations shall begin with the third ranked firm, and so on. The COUNTY reserves the right to
negotiate any element of the proposals in the best interest of the COUNTY.
5. GRADING CRITERIA FOR DEVELOPMENT OF SHORTLIST:
5.1 For the development of a shortlist, this evaluation criterion will be utilized by the COUNTY’S Selection Committee to
score each proposal. Proposers are encouraged to keep their submittals concise and to include a minimum of marketing
materials. Proposals must address the following criteria:
Evaluation Criteria Maximum Points
1. Cover Letter / Management Summary 5 Points
2. Certified Minority Business Enterprise 5 Points
3. Business Plan 20 Points
4. Cost of Services to the County 30 Points
5. Experience and Capacity of the Firm 20 Points
6. Specialized Expertise of Team Members 10 Points
7. Local Vendor Preference 10 Points
TOTAL POSSIBLE POINTS 100 Points
Tie Breaker: In the event of a tie at final ranking, award shall be made to the proposer with the lower volume of work
previously awarded. Volume of work shall be calculated based upon total dollars paid to the proposer in the twenty -four
(24) months prior to the RFP submittal deadline. Payment information will be retrieved from the County’s financial
system of record. The tie breaking procedure is only applied in the final ranking step of the selection process. In the event
a tie still exists, selection will be determined based on random selection by the Procurement Services Director before at
least three (3) witnesses.
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Each criterion and methodology for scoring is further described below.
EVALUATION CRITERIA NO. 1: COVER LETTER/MANAGEMENT SUMMARY (5 Total Points Available)
Provide a cover letter, signed by an authorized officer of the firm, indicating the underlying philosophy of the firm in
providing the services stated herein. Include the name(s), telephone number(s) and email(s) of the authorized contact
person(s) concerning proposal. Submission of a signed Proposal is Vendor's certification that the Vendor will accept any
awards as a result of this RFP.
EVALUATION CRITERIA NO. 2: CERTIFIED MINORITY BUSINESS ENTERPRISE (5 Total Points
Available)
Submit certification with the Florida Department of Management Service, Office of Supplier Diversity as a Certified
Minority Business Enterprise.
EVALUATION CRITERIA NO. 3: BUSINESS PLAN (20 Total Points Available/ 7 Page Limitation)
In this tab, include but not limited to:
• Detailed plan of approach (including major tasks and sub -tasks).
• Detailed time line for completion of the project.
• Include with the Business Plan or as an attachment, a copy of a report as an example of work product. This
should be for one of the projects listed as a reference.
EVALUATION CRITERIA NO. 4: COST OF SERVICES TO THE COUNTY (30 Total Points Available/ 10 Page
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Limitation))
In this tab, include but not limited to:
• Provide the projected total cost and estimated calendar day duration (including projected hours) for which your
firm will provide the work as described in this RFP.
• Provide a schedule of values and deliverables.
• Provide proposed fee schedule of principals and staff (including sub -vendors).
EVALUATION CRITERIA NO. 5: EXPERIENCE AND CAPACITY OF THE FIRM (20 Total Points Available)
In this tab, include but not limited to:
• Provide information that documents your firm’s and subcontractors’ qualifications to produce the required
deliverables, including abilities, capacity, skill, and financial strength, and number of years of experience in
providing the required services.
• Describe the various team members’ successful experience in working with one another on previous projects.
The County requests that the vendor submits no more than five (5) completed reference forms from clients from
the past 5 years whose projects are of a similar nature to this solicitation as a part of their proposal. Provide
information on the projects completed by the vendor that best represent projects of similar size, scope and complexity of
this project using form provided in Attachment B – Form 8. Vendors may include two (2) additional pages for each
project to illustrate aspects of the completed project that provides the information to assess the experience of the Proposer
on relevant project work.
EVALUATION CRITERIA NO. 6: SPECIALIZED EXPERTISE OF TEAM MEMBERS (10 Total Points
Available/5 Page Limitation)
In this tab, include but not limited to:
• Description of the proposed contract team and the role to be played by each member of the team.
• Attach brief resumes of all proposed project team members who will be involved in the management of the total
package of services, as well as the delivery of specific services.
• Attach resumes of any sub-vendors and attach letters of intent from stated sub-vendors must be included with
proposal submission.
EVALUATION CRITERIA NO. 7: LOCAL VENDOR PREFERENCE (10 Total Points Available)
Local business is defined as the vendor having a current Business Tax Receipt issued by the Collier or Lee County Tax
Collector for at least one year prior to proposal submission to do business within Collier County, and that identifies the
business with a permanent physical business address located within the limits of Collier or Lee County from which the
vendor’s staff operates and performs business in an area zoned for the conduct of such business.
INSTRUCTIONS TO PROPOSERS
6. QUESTIONS
6.1 Direct questions related to this RFP to the Collier County Procurement Services Division Online Bidding System website:
www.colliergov.net/bid.
6.2 Proposers must clearly understand that the only official answer or position of the County will be the one stated on the
Collier County Procurement Services Division Online Bidding System website. For general questions, please call the
referenced Procurement Strategist noted on the cover page.
7. PRE-PROPOSAL CONFERENCE
7.1 The purpose of the pre-proposal conference is to allow an open forum for discussion and questioning with County staff
regarding the RFP with all prospective vendors having an equal opportunity to hear and participate. Oral questions will
receive oral responses, neither of which will be official, nor become part of the R FP. Only written responses to written
questions will be considered official, and will be included as part of the RFP as an addendum.
7.2 All prospective vendors are strongly encouraged to attend, as, this will usually be the only pre -proposal conference for this
solicitation. If this pre-proposal conference is denoted as “mandatory”, prospective Vendors must be present in order to
submit a proposal response.
8. COMPLIANCE WITH THE RFP
Proposals must be in strict compliance with this RFP. Failure to comply with all provisions of the RFS may result in
disqualification.
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9. AMBIGUITY, CONFLICT, OR OTHER ERRORS IN THE RFP
It is the sole responsibility of the vendor if they discovers any ambiguity, conflict, discrepancy, omission or other error in the
RFP, to immediately notify the Procurement Professional, noted herein, of such error in writing and request modification or
clarification of the document prior to submitting the proposal. The Procurement Professional will make modifications by
issuing a written revision and will give written notice to all parties who have received this R FP from the Procurement Services
Division.
10. PROPOSALS, PRESENTATIONS, AND PROTEST COSTS
The County will not be liable in any way for any costs incurred by any Vendor in the preparation of its proposal in response to
this RFP, nor for the presentation of its proposal and/or participation in any discussions, negotiations, or, if applicable, any
protest procedures.
11. VALIDITY OF PROPOSALS
No proposal can be withdrawn after it is opened unless the vendor makes their request in writing to the County. All proposals
shall be valid for a period of one hundred eighty (180) days from the submission date to accommodate evaluation and selection
process.
12. METHOD OF SOURCE SELECTION
12.1 The County is using the Competitive Sealed Proposals methodology of source selection for this procurement, as
authorized by Ordinance Number 2017-08, establishing and adopting the Collier County Procurement Ordinance.
12.2 If the County receives proposals from less than three (3) firms, the Procurement Director shall review all the facts and
determine if it is in the best interest of the County to solicit additional proposals or request that the Selection Committee
rank order the received proposals.
13. EVALUATION OF PROPOSALS
13.1 The County’s procedure for selecting is as follows:
13.1.1 The Procurement Services Director shall appoint a selection committee to review all proposals submitted.
13.1.2 The Request for Proposal is issued.
13.1.3 Subsequent to the receipt closing date for the proposals, the Procurement Professional will review the proposals
received and verify each proposal to determine if it minimally responds to the requirements of the published RFP.
13.1.4 Selection committee meetings will be open to the public and publicly noticed by the Procurement Services
Division.
13.1.5 In an initial organization meeting, the selection committee members will receive instructions, the submitted
proposals, and establish the next selection committee meeting date and time. After the first meeting, the
Procurement professional will publically announce all subsequent committee meeting dates and times. The
subsequent meeting dates and times will be publicly posted with at least one (1) day advanced notice.
13.1.6 Selection committee members will independently review and score each proposal based on the evaluation criteria
stated in the request for proposal using the Individual Selection Committee Score and Rank Form and prepare
comments for discussion at the next meeting. The Individual Selection Committee Score and Rank Form is
merely a tool to assist the selection committee member in their review of the proposals.
13.1.7 At the publicly noticed selection committee meeting, the members will present their independent findings /
conclusions / comments based on their reading and interpretation of the materials presented to each other, and
may ask questions of one another. Time will be allowed for public comment.
13.1.8 Collier County selection committee members may consider all the material submitted by the Proposer and other
information Collier County may obtain to determine whether the Proposer is capable of and has a history of
successfully completing projects of this type, including, without limitation, additional information Collier County
may request, clarification of proposer information, and/or additional credit information.
13.1.9 Once the individual scoring has been completed, the Procurement professional will read the results publicly. The
committee will make a determination if oral presentations are needed and which firms will be invited to give oral
presentations by short listing the proposals submitted. The selection committee may ask for additional
information, present materials, interview, ask questions, etc. The members may consider any and all information
obtained through this method in formulating their final ranking.
13.1.10 The selection committee’s overall rank of firms in order of preference (from highest beginning with a rank o f one
(1) to the lowest) will be discussed and reviewed by the Procurement Professional. By final consensus, and having
used all information presented (proposal, presentation, references, etc.), the selection committee members will
create a final ranking and staff will subsequently enter into negotiations.
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13.2 The County reserves the right to withdraw this RFP at any time and for any reason, and to issue such clarifications,
modifications, addendums, and/or amendments as it may deem appropriate, including, b ut not limited, to requesting
supplemental proposal information.
13.3 Receipt of a proposal by the County offers no rights upon the proposer nor obligates the County in any manner.
13.4 Acceptance of the proposal does not guarantee issuance of any other governme ntal approvals.
14. REFERENCES
14.1 The County reserves the right to contact any and all references submitted as a result of this solicitation.
15. RESERVED RIGHTS
15.1 Collier County reserves the right in any solicitation to accept or reject any or all bids, proposals or offers; to waive mino r
irregularities and technicalities; or to request resubmission. Also, Collier County reserves the right to accept all or any p art
of any bid, proposal, or offer, and to increase or decrease quantities to meet additional or reduced requirements of Collier
County. Notwithstanding any other provisions of this Article, if none or only one responsive and responsible bid or
proposal is received following any solicitation, the County Manager, or designee, reserves the right to reject all bids,
proposals or offers and to negotiate with any responsible providers to secure the best terms and conditions in the sole
interest of the County unless otherwise provided by law.
COLLIER COUNTY PURCHASE ORDER TERMS AND CONDITIONS
16. PURCHASE ORDER TERMS AND CONDITIONS
16.1 Offer
16.1.1 This offer is subject to cancellation by the COUNTY without notice if not accepted by VENDOR within
fourteen (14) days of issuance.
16.2 Acceptance and Confirmation
16.2.1 This Purchase Order (including all documents attached to or referenced therein) constitutes the entire agreement
between the parties, unless otherwise specifically noted by the COUNTY on the face of this Purchase Order.
Each delivery of goods and/or services received by the COUNTY from VENDOR shall be deemed to be upon the
terms and conditions contained in this Purchase Order.
16.2.2 No additional terms may be added and Purchase Order may not be changed except by written instrument
executed by the COUNTY. VENDOR is deemed to be on notice that the COUNTY objects to any additional or
different terms and conditions contained in any acknowledgment, invoice or other communication from
VENDOR, notwithstanding the COUNTY’S acceptance or payment for any delivery of goods and/or services, or
any similar act by VENDOR.
16.3 Inspection
16.3.1 All goods and/or services delivered hereunder shall be received subject to the COUNTY’S inspection and
approval and payment therefore shall not constitute acceptance. All payments are subject to adjustment for
shortage or rejection. All defective or nonconforming goods will be returned pursuant to VENDOR'S instruction
at VENDOR’S expense.
16.3.2 To the extent that a purchase order requires a series of performances by VENDOR, the COUNTY prospectively
reserves the right to cancel the entire remainder of the Purchase Order if goods and/or services provided early in
the term of the Purchase Order are non conforming or otherwise rejected by the COUNTY.
16.4 Shipping and Invoices
16.4.1 a) All goods are FOB destination and must be suitably packed and prepared to secure the lowest transportation
rates and to comply with all carrier regulations. Risk of loss of any goods sold hereunder shall transfer to the
COUNTY at the time and place of delivery; provided that risk of loss prior to actual receipt of the goods by the
COUNTY nonetheless remain with VENDOR.
16.4.2 b) No charges will be paid by the COUNTY for packing, crating or cartage unless otherwise specifically stat ed
in this Purchase Order. Unless otherwise provided in Purchase Order, no invoices shall be issued nor payments
made prior to delivery. Unless freight and other charges are itemized, any discount will be taken on the full
amount of invoice.
16.4.3 c) All shipments of goods scheduled on the same day via the same route must be consolidated. Each shipping
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container must be consecutively numbered and marked to show this Purchase Order number. The container and
Purchase Order numbers must be indicated on bill o f lading. Packing slips must show Purchase Order number and
must be included on each package of less than container load (LCL) shipments and/or with each car load of
equipment. The COUNTY reserves the right to refuse or return any shipment or equipment a t VENDOR’S
expense that is not marked with Purchase Order numbers. VENDOR agrees to declare to the carrier the value of
any shipment made under this Purchase Order and the full invoice value of such shipment.
16.4.4 d) All invoices must contain the Purchase Order number and any other specific information as identified on the
Purchase Order. Discounts of prompt payment will be computed from the date of receipt of goods or from date of
receipt of invoices, whichever is later. Payment will be made upon receipt of a proper invoice and in compliance
with Chapter 218, Fla. Stats., otherwise known as the “Local Government Prompt Payment Act,” and, pursuant to
the Board of County Commissioners Purchasing Policy.
16.5 Time Is Of the Essence
16.5.1 Time for delivery of goods or performance of services under this Purchase Order is of the essence. Failure of
VENDOR to meet delivery schedules or deliver within a reasonable time, as interpreted by the COUNTY in its
sole judgment, shall entitle the COUNTY to seek all remedies available to it at law or in equity. VENDOR agrees
to reimburse the COUNTY for any expenses incurred in enforcing its rights. VENDOR further agrees that
undiscovered delivery of nonconforming goods and/or services is not a waiver of the COUNTY’S right to ins ist
upon further compliance with all specifications.
16.6 Changes
16.6.1 The COUNTY may at any time and by written notice make changes to drawings and specifications, shipping
instructions, quantities and delivery schedules within the general scope of this Purchase Order. Should any such
change increase or decrease the cost of, or the time required for performance of the Purchase Order, an equitable
adjustment in the price and/or delivery schedule will be negotiated by the COUNTY and VENDOR.
Notwithstanding the foregoing, VENDOR has an affirmative obligation to give notice if the changes will decrease
costs. Any claims for adjustment by VENDOR must be made within thirty (30) days from the date the change is
ordered or within such additional period of time as may be agreed upon by the parties.
16.7 Warranties
16.7.1 VENDOR expressly warrants that the goods and/or services covered by this Purchase Order will conform to the
specifications, drawings, samples or other descriptions furnished or specified by the COUNTY, and will be of
satisfactory material and quality production, free from defects and sufficient for the purpose intended. Goods shall
be delivered free from any security interest or other lien, encumbrance or claim of any third party. These
warranties shall survive inspection, acceptance, passage of title and payment by the COUNTY.
16.8 Statutory Conformity
16.8.1 Goods and services provided pursuant to this Purchase Order, and their production and transportation shall
conform to all applicable laws, including but not limited to the Occupational Health and Safety Act, the Federal
Transportation Act and the Fair Labor Standards Act, as well as any law or regulation noted on the face of the
Purchase Order.
16.9 Advertising
16.9.1 No VENDOR providing goods and services to the COUNTY shall advertise the fact that it has contracted with
the COUNTY for goods and/or services, or appropriate or make use of the COUNTY’S name or other identifying
marks or property without the prior written consent of the COUNTY’S Purchasing Department .
16.10 Indemnification
16.10.1 VENDOR shall defend, indemnify and hold harmless the COUNTY from any and all claims, including claims
of negligence, costs and expenses, including but not limited to attorneys' fees, arising from, caused by or related to
the injury or death of any person (including but not limited to employees and agents of VENDOR in the
performance of their duties or otherwise), or damage to property (including property of the COUNTY or other
persons), which arise out of or are incident to the goods and/or services to be provided hereunder.
16.11 Warranty of Non Infringement
16.11.1 VENDOR represents and warrants that all goods sold or services performed under this Purchase Order are: a)
in compliance with applicable laws; b) do not infringe any patent, trademar k, copyright or trade secret; and c) do
not constitute unfair competition.
16.11.2 VENDOR shall indemnify and hold harmless the COUNTY from and against any and all claims, including
claims of negligence, costs and expense, including but not limited to attorneys' fees, which arise from any claim,
suit or proceeding alleging that the COUNTY’S use of the goods and/or services provided under this Purchase
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Order are inconsistent with VENDOR'S representations and warranties in section 11 (a).
16.11.3 If any claim which arises from VENDOR'S breach of section 11 (a) has occurred, or is likely to occur,
VENDOR may, at the COUNTY’S option, procure for the COUNTY the right to continue using the goods or
services, or replace or modify the goods or services so that they become non infringing, (without any material
degradation in performance, quality, functionality or additional cost to the COUNTY).
16.12 Insurance Requirements
16.12.1 The VENDOR, at its sole expense, shall provide commercial insurance of such type and with such terms and
limits as may be reasonably associated with the Purchase Order. Providing and maintaining adequate insurance
coverage is a material obligation of the VENDOR. All insurance policies shall be executed through insurers
authorized or eligible to write policies in the State of Florida.
16.13 Compliance with Laws
16.13.1 In fulfilling the terms of this Purchase Order, VENDOR agrees that it will comply with all federal, state, and
local laws, rules, codes, and ordinances that are applicable to the conduct of its business. By way of non-
exhaustive example, this shall include the American with Disabilities Act and all prohibitions against
discrimination on the basis of race, religion, sex creed, national origin, handicap, marital status, or veterans’ status.
Further, VENDOR acknowledges and without exception or stipulation shall be fully responsible for complying
with the provisions of the Immigration Reform and Control Act of 1986 as located at 8 U.S.C. 1324, et seq. and
regulations relating thereto, as either may be amended. Failure by the awarded firm(s) to comply with the laws
referenced herein shall constitute a breach of the award agreement and the County shall have the discretion to
unilaterally terminate said agreement immediately. Any breach of this provision may be reg arded by the
COUNTY as a material and substantial breach of the contract arising from this Purchase Order.
16.14 Force Majeure
16.14.1 Neither the COUNTY nor VENDOR shall be responsible for any delay or failure in performance resulting
from any cause beyond their control, including, but without limitation to war, strikes, civil disturbances and acts of
nature. When VENDOR has knowledge of any actual or potential force majeure or other conditions which will
delay or threatens to delay timely performance of this Purchase Order, VENDOR shall immediately give notice
thereof, including all relevant information with respects to what steps VENDOR is taking to complete delivery of
the goods and/or services to the COUNTY.
16.15 Assignment
16.15.1 VENDOR may not assign this Purchase Order, nor any money due or to become due without the prior written
consent of the COUNTY. Any assignment made without such consent shall be deemed void.
16.16 Taxes
16.16.1 Goods and services procured subject to this Purchase Order are exempt from Florida sales and u se tax on real
property, transient rental property rented, tangible personal purchased or rented, or services purchased (Florida
Statutes, Chapter 212), and from federal excise tax.
16.17 Annual Appropriations
16.17.1 The COUNTY’S performance and obligation to pay under this Purchase Order shall be contingent upon an
annual appropriation of funds.
16.18 Termination
16.18.1 This Purchase Order may be terminated at any time by the COUNTY upon 30 days prior written notice to the
VENDOR. This Purchase Order may be terminated immediately by the COUNTY for breach by VENDOR of the
terms and conditions of this Purchase Order, provided that COUNTY has provided VENDOR with notice of such
breach and VENDOR has failed to cure within 10 days of receipt of such notice.
16.19 General
16.19.1 a) This Purchase Order shall be governed by the laws of the State of Florida. The venue for any action
brought to specifically enforce any of the terms and conditions of this Purchase Order shall be the Twentieth
Judicial Circuit in and for Collier County, Florida
16.19.2 b) Failure of the COUNTY to act immediately in response to a breach of this Purchase Order by VENDOR
shall not constitute a waiver of breach. Waiver of the COUNTY by any default by VENDOR hereunder shall not
be deemed a waiver of any subsequent default by VENDOR.
16.19.3 c) All notices under this Purchase Order shall be sent to the respective addresses on the face page by certified
mail, return receipt requested, by overnight courier service, or by personal delivery and will be deemed effective
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upon receipt. Postage, delivery and other charges shall be paid by the sender. A party may change its address for
notice by written notice complying with the requirements of this section.
16.19.4 d) The Vendor agrees to reimbursement of any travel expenses that may be associated with this Purchase
Order in accordance with Florida Statute Chapter 112.061, Per Diem and Travel Expenses for Public Officers,
employees and authorized persons.
16.19.5 e) In the event of any conflict between or among the terms of any Contract Documents related to this
Purchase Order, the terms of the Contract Documents shall take precedence over the terms of the Purchase Order.
To the extent any terms and /or conditions of this Purchase Order duplicate or overlap the Terms and Conditions of
the Contract Documents, the provisions of the Terms and/or Conditions that are most favorable to the County
and/or provide the greatest protection to the County shall govern.
ADDITIONAL TERMS AND CONDITIONS FOR RFP
17. INSURANCE AND BONDING REQUIREMENTS
17.1 The Vendor shall at its own expense, carry and maintain insurance coverage from responsible companies duly authorized
to do business in the State of Florida as set forth in the Insurance and Bonding attachment of this solicitation. The
Vendor shall procure and maintain property insurance upon the entire project, if required, to the full insurable value of
the scope of work.
17.2 The County and the Vendor waive against each other and the County’s separate Vendors, Contractors, Design Vendor,
Subcontractors agents and employees of each and all of them, all damages covered by property insurance provided
herein, except such rights as they may have to the proceeds of such insurance. The Vendor and County shall, where
appropriate, require similar waivers of subrogation from the County’s separate Vendors, Design Vendors and
Subcontractors and shall require each of them to include similar waivers in their contracts.
17.3 Collier County shall be responsible for purchasing and maintaining, its own liability insurance.
17.4 Certificates issued as a result of the award of this solicitation must identify “For any and all work performed on behalf of
Collier County.”
17.5 The General Liability Policy provided by Vendor to meet the requirements of this solicitation shall name Collier County,
Florida, as an additional insured as to the operations of Vendor under this solicitation and shall contain a severability of
interests provisions.
17.6 Collier County Board of County Commissioners shall be named as the Certificate Holder. The Certificates of Insurance
must state the Contract Number, or Project Number, or specific Project description, or must read: For any and all work
performed on behalf of Collier County. The "Certificate Holder" should read as follows:
Collier County Board of County Commissioners
Naples, Florida
17.7 The amounts and types of insurance coverage shall conform to the minimum requirements set forth in Insurance and
Bonding attachment, with the use of Insurance Services Office (ISO) forms and endorsements or their equivalents . If
Vendor has any self-insured retentions or deductibles under any of the below listed minimum required coverage, Vendor
must identify on the Certificate of Insurance the nature and amount of such self - insured retentions or deductibles and
provide satisfactory evidence of financial responsibility for such obligations. All self -insured retentions or deductibles
will be Vendor’s sole responsibility.
17.8 Coverage(s) shall be maintained without interruption from the date of commencement of the Work until th e date of
completion and acceptance of the scope of work by the County or as specified in this solicitation, whichever is longer.
17.9 The Vendor and/or its insurance carrier shall provide 30 days written notice to the County of policy cancellation or non
renewal on the part of the insurance carrier or the Vendor. The Vendor shall also notify the County, in a like manner,
within twenty-four (24) hours after receipt, of any notices of expiration, cancellation, non -renewal or material change in
coverage or limits received by Vendor from its insurer and nothing contained herein shall relieve Vendor of this
requirement to provide notice. In the event of a reduction in the aggregate limit of any policy to be provided by Vendor
hereunder, Vendor shall immediately take steps to have the aggregate limit reinstated to the full extent permitted under
such policy.
17.10 Should at any time the Vendor not maintain the insurance coverage(s) required herein, the County may terminate the
Agreement or at its sole discretion shall be authorized to purchase such coverage(s) and charge the Vendor for such
coverage(s) purchased. If Vendor fails to reimburse the County for such costs within thirty (30) days after demand, the
County has the right to offset these costs from any amount due Vendor under this Agreement or any other agreement
between the County and Vendor. The County shall be under no obligation to purchase such insurance, nor shall it be
responsible for the coverage(s) purchased or the insurance company or companies used. Th e decision of the County to
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purchase such insurance coverage(s) shall in no way be construed to be a waiver of any of its rights under the Contract
Documents.
17.11 If the initial or any subsequently issued Certificate of Insurance expires prior to the complet ion of the scope of work, the
Vendor shall furnish to the County renewal or replacement Certificate(s) of Insurance not later than ten (10) calendar
days after the expiration date on the certificate. Failure of the Vendor to provide the County with such renewal
certificate(s) shall be considered justification for the County to terminate any and all contracts.
18. ADDITIONAL ITEMS AND/OR SERVICES
Additional items and / or services may be added to the resultant contract, or purchase order, in compliance with the
Procurement Ordinance.
19. COUNTY’S RIGHT TO INSPECT
The County or its authorized Agent shall have the right to inspect the Vendor’s facilities/project site during and after each
work assignment the Vendor is performing.
20. VENDOR PERFORMANCE EVALUATION
The County has implemented a Vendor Performance Evaluation System for all contracts awarded in excess of $25,000. To
this end, vendors will be evaluated on their performance upon completion/termination of this Agreement.
21. ADDITIONAL TERMS AND CONDITIONS OF CONTRACT
21.1 The selected Vendor shall be required to sign a standard Collier County contract.
21.2 The resultant contract(s) may include purchase or work orders issued by the County’s project manager .
21.3 The County reserves the right to include in any contract document such terms and conditions, as it deems necessary for
the proper protection of the rights of Collier County. A sample copy of this contract is available upon request. The
County will not be obligated to sign any contracts, maintenance and/or service agreements or other documents provided
by the Vendor.
21.4 The County’s project manager shall coordinate with the Vendor / Contractor the return of any surplus assets, including
materials, supplies, and equipment associated with the scope or work.
22. PUBLIC RECORDS COMPLIANCE
22.1 Florida Public Records Law Chapter 119, including specifically those contractual requirements in 119.0701(2)(a)-(b) as
follows:
IF THE CONTRACTOR HAS QUESTIONS REGARDING THE
APPLICATION OF CHAPTER 119, FLORIDA STATUTES, TO THE
CONTRACTOR’S DUTY TO PROVIDE PUBLIC RECORDS RELATING TO
THIS CONTRACT, CONTACT THE CUSTODIAN OF PUBLIC RECORDS
AT:
Communication and Customer Relations Division
3299 Tamiami Trail East
Suite 102
Naples, FL 34112-5746
Telephone: (239) 252-8383
22.2 The Contractor must specifically comply with the Florida Public Records Law to:
22.2.1 Keep and maintain public records required by the public agency to perform the service.
22.2.2 Upon request from the public agency’s custodian of public records, provide the public agency with a copy of
the requested records or allow the records to be inspected or copied within a reasonable time at a cost that does not
exceed the cost provided in this chapter or as otherwise provided by law.
22.2.3 Ensure that public records that are exempt or confidential and exempt from public records disclosure
requirements are not disclosed except as authorized by law for the duration of the contract term a nd following
completion of the contract if the Contractor does not transfer the records to the public agency.
22.2.4 Upon completion of the contract, transfer, at no cost, to the public agency all public records in possession of the
Contractor or keep and maintain public records required by the public agency to perform the service. If the
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Contractor transfers all public records to the public agency upon completion of the contract, the Contractor shall
destroy any duplicate public records that are exempt or confidential and exempt from public records disclosure
requirements. If the Contractor keeps and maintains public records upon completion of the contract, the Contractor
shall meet all applicable requirements for retaining public records. All records stored el ectronically must be
provided to the public agency, upon request from the public agency’s custodian of public records, in a format that
is compatible with the information technology systems of the public agency.
23. WORK ORDERS ON FIXED TERM CONTRACTS
23.1 The County reserves the right to order such services from selected firms as may be required during said period, but does
not guarantee any minimum or maximum services to be ordered during the period specified from any given firm. Work
Order service assignments shall be at the sole discretion of the County.
23.2 Agreements issued that are determined to be “CONTINUING CONTRACTS” where services will be requested by Work
Orders in excess of $200,000 shall be approved by the Board of County Commissioners.
23.3 Should any project that is active on a work order extend past the contract termination date, that work order will be active
and extended as necessary until completion of such project.
24. PAYMENT METHOD
24.1 Payments are made in accordance with the Local Government Prompt Payment Act, Chapter 218, Florida Statutes.
Vendor’s invoices must include:
24.1.1 Purchase Order Number
24.1.2 Description and quantities of the goods or services provided per instructions on the County’s purchase order or
contract. Invoices shall be sent to:
Board of County Commissioners Clerk’s Finance Department
ATTN: Accounts Payable
3299 Tamiami Trail East, Suite 700
Naples FL 34112
Or
Emailed to: bccapclerk@collierclerk.com
24.2 Payments will be made for articles and/or services furnished, delivered, and accepted, upon receipt and approval of
invoices submitted on the date of services or within six (6) months after completion of contract. Any untimely submission
of invoices beyond the specified deadline period is subject to non-payment under the legal doctrine of “laches” as
untimely submitted. Time shall be deemed of the essence with respect to the timely submission of invoices under this
agreement.
24.3 In instances where the successful contractor may owe debts (including, but not limited to taxes or other fees) to Collier
County and the contractor has not satisfied nor made arrangement to satisfy these debts, the County reserves the right to
off-set the amount owed to the County by applying the amount owed to the vendor or contractor for services performed of
for materials delivered in association with a contract.
24.4 Invoices shall not reflect sales tax. After review and approval, the invoice will be transmitted to the Finance Division for
payment. Payment will be made upon receipt of proper invoice and in compliance with Chapter 218 Florida Statutes,
otherwise known as the “Local Government Prompt Payment Act.” Collier County reserves the right to withhold and/or
reduce an appropriate amount of any payment for work not performed or for unsatisfactory performance of Contractual
requirements.
25. ENVIRONMENTAL HEALTH AND SAFETY
25.1 All Vendors and Sub Vendors performing service for Collier County are required and shall comply with all Occupational
Safety and Health Administration (OSHA), State and County Safety and Occupational Health Standards and any other
applicable rules and regulations. Vendors and Sub Vendors shall be responsible for the safety of their employees and any
unsafe acts or conditions that may cause injury or damage to any persons or property within and around the work site. All
firewall penetrations must be protected in order to meet Fire Codes.
25.2 Collier County Government has authorized OSHA representatives to enter any Collier County facility , property and/or
right-of-way for the purpose of inspection of any Vendor’s work operations. This provision is non-negotiable by any
department and/or Vendor.
25.3 All new electrical installations shall incorporate NFPA 70E Short Circuit Protective Device Coordination and Arc Flash
Studies where relevant as determined by the engineer.
25.4 All electrical installations shall be labeled with appropriate NFPA 70E arch flash boundary and PPE Protective labels.
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26. LICENSES
26.1 The Vendor is required to possess the correct Business Tax Receipt, professional license, and any other authorizations
necessary to carry out and perform the work required by the project pursuant to all applicable Federal, State and Local
Law, Statute, Ordinances, and rules and regulations of an y kind. Additionally, copies of the required licenses must be
submitted with the proposal response indicating that the entity proposing, as well as the team assigned to the County
account, is properly licensed to perform the activities or work included in the contract documents. Failure on the part of
any Vendor to submit the required documentation may be grounds to deem Vendor non-responsive. A Vendor, with an
office within Collier County is also required to have an occupational license.
26.2 All State Certified contractors who may need to pull Collier County permits or call in inspections must complete a Collier
County Contractor License registration form and submit the required fee. After registering the license/registration will
need to be renewed thereafter to remain “active” in Collier County.
26.3 If you have questions regarding professional licenses contact the Contractor Licensing, Community Development and
Environmental Services at (239) 252-2431, 252-2432 or 252-2909. Questions regarding required occupational licenses,
please contact the Tax Collector’s Office at (239) 252 -2477.
27. SURVIVABILITY
27.1 (RFPs): The Vendor agrees that any Work Order/Purchase Order that extends beyond the expiration date of Solicitation
17-7221 Collection Agency Services resultant of this solicitation will survive and remain subject to the terms and
conditions of that Agreement until the completion or termination of any Work Order/Purchase Order.
28. PRINCIPAL/COLLUSION
By submission of this Proposal the undersigned, as Vendor, does declare that the only person or persons interested in this
Proposal as principal or principals is/are named therein and that no person other than therein mentioned has any interest in this
Proposal or in the contract to be entered into; that this Proposal is made without connection with any person, company or
parties making a Proposal, and that it is in all respects fair and in good faith without collusion or fraud.
29. RELATION OF COUNTY
It is the intent of the parties hereto that the Vendor shall be legally considered an independent Vendor, and that neither the
Vendor nor their employees shall, under any circumstances, be considered employees or agents of the County, and that the
County shall be at no time legally responsible for any negligence on the part of said Vendor, their employees or agents,
resulting in either bodily or personal injury or property damage to any individual, firm, or corporation.
30. TERMINATION
30.1 Should the Vendor be found to have failed to perform services in a manner satisfactory to the County, the County may
terminate this Agreement immediately for cause; further the County may terminate this Agreement for convenience with a
thirty (30) day written notice. The County shall be sole judge of non performance. In the event that the award of this
solicitation is made by the Procurement Services Director, the award and any resultant purchase orders may be terminated
at any time by the County upon thirty (30) days written notice to the awarded vendor(s) pursuant to the Board’s
Procurement Ordinance.
31. LOBBYING
After the issuance of any solicitation, no current or prospective vendor or any person acting on their behalf, shall contact,
communicate with or discuss any matter relating to the solicitation with any Collier County employee or elected or appointed
official, other than the Procurement Services Director or his/her designees. This prohibition ends upon execution of the fin al
contract or upon cancellation of the solicitation. Any current or prospective vendor that lobbies any Collier County employee
or elected or appointed official while a solicitation is open or being recommended for award (i) may be deemed ineligible for
award of that solicitation by the Procurement Services Director, and (ii) will be subject to Suspension and Debarment outlined
in section Twenty-eight of County Ordinance 2017-08.
32. CERTIFICATE OF AUTHORITY TO CONDUCT BUSINESS IN THE STATE OF FLORIDA (FL Statute 607.1501)
In order to be considered for award, firms must be registered with the Florida Department of State Divisions of Corporations in
accordance with the requirements of Florida Statute 607.1501 and provide a certificate of authority
(www.sunbiz.org/search.html) prior to execution of a contract. A copy of the document may be submitted with the solicitation
response and the document number shall be identified. Firms who do not provide the certificate of authority at the time of
response shall be required to provide same within five (5) d ays upon notification of selection for award. If the firm cannot
provide the document within the referenced timeframe, the County reserves the right to award to another firm.
33. SINGLE PROPOSAL
Each Vendor must submit, with their proposal, the required forms included in this RFP. Only one proposal from a legal entity
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as a primary will be considered. A legal entity that submits a proposal as a primary or as part of a partnership or joint venture
submitting as primary may not then act as a sub-vendor to any other firm submitting under the same RFP. If a legal entity is
not submitting as a primary or as part of a partnership or joint venture as a primary, that legal entity may act as a sub -vendor to
any other firm or firms submitting under the same RFP. All submittals in violation of this requirement will be deemed non-
responsive and rejected from further consideration.
34. PROTEST PROCEDURES
34.1 With respect to a protest of the terms, conditions and specifications contained in a solicitation, including any provisions
governing the methods for evaluation of bids, proposals or replies, awarding contracts, reserving rights for further
negotiation or modifying or amending any contract, the protesting party shall file a notice of intent to protest within three
(3) days, excluding weekends and County holidays, after the first publication, whether by posting or formal advertisement
of the solicitation. The formal written protest shall be filed within five (5) days of the date the notice of intent is filed .
Formal protests of the terms, conditions and specifications shall contain all of the information required for the
Procurement Services Director, to render a decision on the formal protest and determine whether postponement of the bid
opening or proposal/response closing time is appropriate. The Procurement Services Director's decision shall be
considered final and conclusive unless the protesting party files an appeal of the Procurement Services Director's decision.
34.2 Any actual proposer or respondent to who desires to protest a recommended contract award shall submit a notice of intent
to protest to the Procurement Services Director within three (3) calendar days, excluding weekends and County holidays,
from the date of the initial posting of the recommended award.
34.3 All formal protests with respect to a recommended contract award shall be submitted in writing to the Procurement
Services Director for a decision. Said protests shall be submitted within five (5) calendar days, excluding weekends and
County holidays, from the date that the notice of intent to protest is received by the Procurement Services Director, and
accompanied by the required fee.
34.4 Complete form and instructions for formal protest are set forth in Section 23 of Collier County Ordinance 2017 -08. The
protesting party must have standing as defined by established Florida c ase law to maintain a protest.
35. 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, proposal, or reply on a contract to provide any goods or services to a public entity; may not submit a bid,
proposal, or reply on a contract with a public entity for the construction or repair of a public building or public work; may not
submit bids, proposals, or replies on leases of real property to a public entity; may not be awarded or perform work as a
contractor, supplier, subcontractor, or vendor under a contract with any public entity; and may not transact business with any
public entity in excess of the threshold amount provided in s. 287.017 for CATEGORY TWO for a period of 36 months
following the date of being placed on the convicted Vendor list.
36. SECURITY AND BACKGROUND CHECKS
36.1 The Contractor is required to comply with County Ordinance 2004-52, as amended. Background checks are valid for five
(5) years and the Contractor shall be responsible for all associated costs. If required, Contractor shall be responsible for the
costs of providing background checks by the Collier County Facilities Management Division for all employees that shall
provide services to the County under this Agreement. This may include, but not be limited to, checking federal, state and
local law enforcement records, including a state and FBI fingerprint check, credit reports, education, residence and
employment verifications and other related records. Contractor shall be required to maintain records on each employee
and make them available to the County for at least four (4) years.
36.2 All of Contractor’s emplo yees and subcontractors must wear Collier County Government Identification badges at all
times while performing services on County facilities and properties. Contractor ID badges are valid for one (1) year from
the date of issuance and can be renewed each year at no cost to the Contractor during the time period in which their
background check is valid, as discussed below. All technicians shall have on their shirts the name of the contractor’s
business.
36.3 The Contractor shall immediately notify the Collier County Facilities Management Division via e-mail (DL-
FMOPS@colliergov.net) whenever an employee assigned to Collier County separates from their employment. This
notification is critical to ensure the continued security of Collier County facilities and syste ms. Failure to notify within
four (4) hours of separation may result in a deduction of $500 per incident.
36.4 CCSO requires separate fingerprinting prior to work being performed in any of their locations. This will be coordinated
upon award of the contract. If there are additional fees for this process, the vendor is responsible for all costs.
37. CONFLICT OF INTEREST
Vendor shall complete the Conflict of Interest Affidavit included as an attachment to this RFP document. Disclosure of any
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potential or actual conflict of interest is subject to County staff review and does not in and of itself disqualify a firm from
consideration. These disclosures are intended to identify and or preclude conflict of interest situations during contract
selection and execution.
38. PROHIBITION OF GIFTS TO COUNTY EMPLOYEES
No organization or individual shall offer or give, either directly or indirectly, any favor, gift, loan, fee, service or othe r item of
value to any County employee, as set forth in Chapter 112, Part III, Florida Statutes, the current Collier County Ethics
Ordinance and County Administrative Procedure 5311. Violation of this provision may result in one or more of the following
consequences: a. Prohibition by the individual, firm, and/or any employee of the firm from contact with County staff for a
specified period of time; b. Prohibition by the individual and/or firm from doing business with the County for a specified
period of time, including but not limited to: submitting bids, RFP, and/or quotes; and, c. immediate termination of any contract
held by the individual and/or firm for cause.
39. IMMIGRATION LAW AFFIDAVIT CERTIFICATION
39.1 Statutes and executive orders require employers to abide by the immigration laws of the United States and to employ only
individuals who are eligible to work in the United States.
39.2 The Employment Eligibility Verification System (E -Verify) operated by the Department of Homeland Security (DHS) in
partnership with the Social Security Administration (SSA), provides an Internet -based means of verifying employment
eligibility of workers in the United States; it is not a substitute for any other employment eligibility verification
requirements. The program will be used for Collier County formal Invitations to Bid (ITB) and Request for Proposals
(RFP) including Request for Professional Services (RFP) and construction services.
39.3 Exceptions to the program:
39.3.1 Commodity based procurement where no services are provided.
39.3.2 Where the requirement for the affidavit is waived by the Board of County Commissioners
39.4 Vendors / Bidders are required to enroll in the E-Verify program, and provide acceptable evidence of their enrollment, at
the time of the submission of the Vendor’s/bidder’s proposal. Acceptable evidence consists of a copy of the properly
completed E-Verify Company Profile page or a copy of the fully executed E -Verify Memorandum of Understanding for
the company. Vendors are also required to provide the Collier County Procurement Services Division an executed
affidavit certifying they shall comply with the E -Verify Program. The affidavit is attached to the solicitation documents.
If the Bidder/Vendor does not comply with providing the acceptable E-Verify evidence and the executed affidavit the
bidder’s / Vendor’s proposal may be deemed non-responsive.
39.5 Additionally, Vendors shall require all subcontracted Vendors to use the E-Verify system for all purchases not covered
under the “Exceptions to the program” clause above.
39.6 For additional information regarding the Employment Eligibility Verification System (E -Verify) program visit the
following website: http://www.dhs.gov/E-Verify. It shall be the Vendor’s responsibility to familiarize themselves with all
rules and regulations governing this program.
39.7 Vendor acknowledges, and without exception or stipulation, any firm(s) receiving an award shall be fully responsible for
complying with the provisions of the Immigration Reform and Control Act of 1986 as located at 8 U.S.C. 1324, et seq. and
regulations relating thereto, as either may be amended and with the provis ions contained within this affidavit. Failure by
the awarded firm(s) to comply with the laws referenced herein or the provisions of this affidavit shall constitute a breach
of the award agreement and the County shall have the discretion to unilaterally terminate said agreement immediately.
END OF ADDITIONAL TERMS AND CONDITIONS FOR RFP
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Packet Pg. 1156 Attachment: 17-7221 Request for Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
COLLIER COUNTY
BOARD OF COUNTY COMMISSIONERS
REQUEST FOR PROPOSAL (RFP)
FOR
COLLECTION AGENCY SERVICES
SOLICITATION NO.: 17-7221
VIVIANA GIARIMOUSTAS, PROCUREMENT STRATEGIST
PROCUREMENT SERVICES DIVISION
3295 TAMIAMI TRAIL EAST, BLDG C-2
NAPLES, FLORIDA 34112
TELEPHONE: (239) 252-8375
VivianaGiarimoustas@colliergov.net (Email)
This solicitation document is prepared in a Microsoft Word format. Any alterations to this
document made by the Consultant may be grounds for rejection of proposal, cancellation of any
subsequent award, or any other legal remedies available to the Collier County Government.
Exhibit A 16.E.1.b
Packet Pg. 1157 Attachment: 17-7221 Scope of Services (4674 : Award RFP #17-7221 Collection Agency Services)
Attachment A - Scope of Work/Services and Technical Specifications
Detailed Scope of Work
The County is interested in the awarded vendor providing the following services including, but not limited to:
Ensure collection practices are in compliance with the Equal Opportunity Credit Act, the Fair Credit
Billing Act, Fair Debt Collection Practices Act, the Uniform Consumer Credit Code and the American
Collectors Association, Inc.
Comply with all PCI Data Security Standards (PCI DSS): Where services involve the processing of
merchant card transactions and the County is required to adhere to the Payment Card Industry Data
Security and if the vendor processes, transmits, and/or stores cardholder data in the performance of
services provided, they are considered a “service provider” under Requirement 12.8 of the PCI DSS.
Develop a working relationship with EMS billing consultant and follow established process for claim
filing, etc., including the ability to file appropriate medical claims.
Adhere to the same standards as the County and other HIPAA covered entities regarding the protection
and non-authorized disclosure of Protected Health Information.
Ensure that County accounts be placed in the Consumer's Credit Report files via Equifax, Experian
and/or Trans Union for the required term of seven (7) years, until paid. Failure to do so may lead to
termination of this contract by the County.
Agree that any lawsuits incurred as a result of handling all County billing accounts will not be the
responsibility of the County.
Agree that should there be no collection activity within one (1) year after initial placement within an
agency; the County reserves the right to remove the account(s) that were originally placed, and opt to
place them in the hands of a separate agency.
Agree not to add, delete, or change in anyway, an account without prior written authorization from the
Project Manager or designee.
Provide an option to return accounts placed in error when requested by County Project Manager or
designee.
Allow for audits of all County accounts, as requested, by County internal and/or external auditors.
Submit to auditor examination and/or review prior to award of contract by County staff or by the
County’s designee.
Provide service and technical assistance as may be requested such as duplicate bills, duplicate
insurance forms, correspondence, etc.
Provide a written acknowledgment for accounts placed with vendor for collection.
Provide County departments access to a secure Internet site at all times to review the status of the
accounts that have the ability to charge and track interest on past due accounts and provide accurate
reports each month showing the breakdown of payment including principal and interest. EMS billing
resolution charges interest on accounts.
Provide an Excel report and check by the twentieth (20th) of each month. The report must be sorted by
department and must include the following:
o Account Number
o Name
o Date of Service
o Original Account Amount
o Payment Date
o Payment Amount
o Interest Paid
o New Balance
o Interest Balance
At the end of the year the report should include a list of accounts with no activity for two (2) years and a list of
annual write offs and dates.
16.E.1.b
Packet Pg. 1158 Attachment: 17-7221 Scope of Services (4674 : Award RFP #17-7221 Collection Agency Services)
Linda Brinkworth
Vice President, Business Development
Phone: (252) 447-7091
E-mail: linda.brinkworth@allianceoneinc.com
AllianceOne Response for
Collier County
Board of Commissioners
Collection Agency Services
Solicitation No. 17-7221
November 6, 2017, 10 a.m. EST
16.E.1.c
Packet Pg. 1159 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Table of Contents 1
Table of Contents
Table of Contents ..................................................................................................................................... 1
Cover Letter and Management Summary .................................................................................................. 3
PHILOSOPHY ................................................................................................................................................ 3
Statement of Understanding ....................................................................................................................... 3
Proposed Solution........................................................................................................................................ 4
Highly Relevant Experience ......................................................................................................................... 4
Strong Presence in Florida ........................................................................................................................... 4
Resources to Get the Job Done ................................................................................................................... 4
Why Choose AllianceOne ............................................................................................................................ 5
Benefits to the County ................................................................................................................................. 5
CONTACT PERSON ........................................................................................................................................ 6
Certified Minority Business Enterprise ...................................................................................................... 7
Business Plan ........................................................................................................................................... 8
Detailed Plan of Approach ........................................................................................................................... 8
Account Handling Flowchart .................................................................................................................. 8
Collection Process ................................................................................................................................... 9
Compliance and Quality Assurance ...................................................................................................... 10
PCI-DSS Level 1 Certified ...................................................................................................................... 10
Working Relationship with EMS Billing Provider .................................................................................. 11
Protecting Health Information ............................................................................................................. 11
Credit Bureau Reporting ....................................................................................................................... 11
Lawsuits ................................................................................................................................................ 12
One Year Placement Period .................................................................................................................. 12
Adding, Deleting or Changing Accounts ............................................................................................... 12
Return of Accounts Placed in Error ...................................................................................................... 12
Audits .................................................................................................................................................... 12
Auditor Examination or Review ............................................................................................................ 12
Client Service and Technical Assistance ............................................................................................... 12
Acknowledgment of Accounts Placed .................................................................................................. 12
County View-Only Access to Collection System ................................................................................... 12
Reports .................................................................................................................................................. 13
Detailed Timeline for Completion of Project ............................................................................................. 13
Implementation Process ....................................................................................................................... 13
Sample Implementation Timeline ........................................................................................................ 13
Sample Report ........................................................................................................................................... 14
Cost of Services to the County ................................................................................................................ 15
Proposed Fee Rate ..................................................................................................................................... 15
Value-Added Service Components ............................................................................................................ 15
Client Service Team ............................................................................................................................... 15
Examples of Satisfied Clients ................................................................................................................ 16
Client Account Relationship Manager .................................................................................................. 18
Effective Skip Tracing ............................................................................................................................ 18
FACS Collection System ......................................................................................................................... 20
Account Scoring .................................................................................................................................... 20
Collection Letters .................................................................................................................................. 21
16.E.1.c
Packet Pg. 1160 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Table of Contents 2
Telephone Calls ..................................................................................................................................... 21
Well -Trained Collection Agents ............................................................................................................ 21
Agent Monitoring ................................................................................................................................. 22
Disaster Recovery and Business Continuity Planning .......................................................................... 23
Experience and Capacity ......................................................................................................................... 25
Government Collections Experience ......................................................................................................... 25
Government Debt Types Collected ............................................................................................................ 26
Industry Involvement ................................................................................................................................. 27
Government Clients ................................................................................................................................... 27
EMS and Healthcare Collections Experience ............................................................................................. 28
Specialized Expertise of Team Members ................................................................................................. 30
Local Vendor Preference ......................................................................................................................... 35
Required Forms & Documentation
Form 2: Vendor Check List
Form 3: Conflict of Interest Affidavit
Form 4: Vendor Declaration Statement
Form 5: Immigration Affidavit Certification
E-Verify Certificate
Form 6: Vendor Substitute W-9
Form 7: Insurance and Bonding Requirements
Form 8: Reference Questionnaires
Attachments
Sample Report for Current Client
16.E.1.c
Packet Pg. 1161 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Cover Letter and Management Summary 3
Cover Letter and Management Summary
Provide a cover letter, signed by an authorized officer of the firm, indicating the underlying philosophy
of the firm in providing the services stated herein. Include the name(s), telephone number(s) and
email(s) of the authorized contact person(s) concerning proposal. Submission of a signed Proposal is
Vendor's certification that the Vendor will accept any awards as a result of this RFP.
November 6, 2017
Collier County
Procurement Services Division
3295 Tamiami Trail East
Building C-2
Naples, FL 34112
Attention: Viviana Giarimoustas, Procurement Strategist
Dear Ms. Giarimoustas and Evaluation Committee:
AllianceOne Receivables Management, Inc. (AllianceOne) appreciates the opportunity to submit the attached
proposal in response to the Collier County Board of Commissioners Request for Proposal (RFP) for Collection
Agency Services, Solicitation No. 17-7221.
PHILOSOPHY
AllianceOne’s philosophy is “Transforming Passion into Excellence.” We work with people, for people, to
transform our passion into excellence for your organization. We provide passionate people, working with the best
tools, to ensure excellence.
Mission: At AllianceOne, we deliver an outstanding customer experience, at every single opportunity, as a result
of our commitment, passion and dedication to excellence. In so doing, we create opportunities and value for
employees, clients, customers, communities and shareholders.
Values: AllianceOne, at all levels of the company, promotes and practices the values of Integrity, Respect,
Professionalism, Innovation and Commitment. These create a Corporate Culture That Guarantees Service
Excellence.
By choosing AllianceOne, the County benefits from superior collection recoveries, higher net return, timely and
accurate reporting, compliance with applicable regulations, rigorous security and confidentiality of account
information, reduced risk of complaints, ease of doing business, and higher customer satisfaction.
Statement of Understanding
AllianceOne understands that Collier County seeks to contract with a collection agency to provide debt collection
services for past-due EMS, code enforcement fines, and possibly other debt types for various County divisions
and departments, as requested by the County’s Administrative Services, Growth Management, and Public
Utilities divisions.
16.E.1.c
Packet Pg. 1162 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Cover Letter and Management Summary 4
We also understand there is an estimated 11,000 accounts totaling approximately $6,000,000, with the majority
involving EMS collections.
Proposed Solution
As one of the leading collection services providers in Florida and nationwide, AllianceOne is superbly qualified to
perform the requested services. We have documented our qualifications below and throughout this proposal.
Upon contract award, we will leverage more than 30 years of government debt collection experience, including
18 years of EMS collections experience, to provide Collier County with superior recoveries supported by
responsive, user-friendly customer service.
AllianceOne is fully licensed and authorized to enter into a collection contract with the County. We are continually
recognized as a top performer for the clients we serve. We customize our collection strategies based on the
characteristics of your portfolio in order to deliver more recoveries faster. We offer user-friendly ways for
consumers to pay. Our Client Services department provides responsive service. We maintain rigorous controls to
comply with applicable regulations and protect the confidentiality of customer data.
AllianceOne proposes to perform the requested collection services from our headquarters and Government
Services call center in Trevose, Pennsylvania. AllianceOne collection personnel are supported by the best initial
and ongoing training, quality assurance call monitoring, automated compliance controls, and leading edge
technology and systems that improve efficiency and effectiveness. We offer the County a management team with
unparalleled government collections experience and expertise.
Our team will design and implement collection strategies to optimize collection performance based on the unique
characteristics of your portfolios.
Highly Relevant Experience
AllianceOne offers more than 30 years of government-specific collection experience and expertise. We currently
provide EMS collections to clients such as the City of Bellingham, Washington Fire Department; Whatcom Medic
One Emergency Medical Services, in Whatcom County, Washington; North Country EMS in Yacolt, Washington;
and City of Los Angeles Fire Department, California. We also provide collection services in Florida to healthcare
providers such as Jackson Health System and Rotech Healthcare. AllianceOne has numerous government clients
in Florida, including Florida Department of Revenue; Florida Department of Transportation, SunPass and SunToll
contracts; Miami-Dade Clerk of Courts; and Orange County Clerk of Courts. These portfolios contribute to a
proprietary database of Florida residents that will aid in the collection of the County’s accounts.
Strong Presence in Florida
AllianceOne’s parent company, Teleperformance, maintains Florida facilities in Boca Raton, North Lauderdale and
St. Lucie. AllianceOne has three employees who staff a pay station located at the Orange County Clerk of Court
site in Orlando. As of October 2017, Teleperformance has 4,960 employees actively on the payroll in Florida, with
2017 YTD gross wages paid of $96 Million. In calendar year 2016, our Florida gross payroll was $143 Million.
Resources to Get the Job Done
As a subsidiary of global contact center provider Teleperformance, AllianceOne is backed by a $4 Billion annual
revenue publicly traded corporation that is financially stable and growing. AllianceOne is licensed in Florida, as
16.E.1.c
Packet Pg. 1163 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Cover Letter and Management Summary 5
well as in all jurisdictions nationwide, where required. We deploy rigorous compliance, confidentiality and
security protocols, and we are certified for PCI-DSS Level 1, SOC 2 - Type 2, and ISO 27001: 2013. We leverage
leading-edge automated systems and proprietary data analysis to deliver superior collection results performed
in compliance with applicable regulations.
Why Choose AllianceOne
AllianceOne offers the Collier County numerous advantages:
✓ Proven ability to collect in Florida ✓ Proven successful experience collecting EMS, code enforcement fines, and diverse types of government
receivables for counties, cities and states nationwide ✓ More than 30 years of experience collecting delinquent government receivables nationwide for clients
at the municipal, county, state levels – including 18 years of EMS collections ✓ Federal GSA debt collections contract holder ✓ Collected over $2 Billion for our government clients ✓ Highly experienced management and collection staff ✓ Strong presence in and knowledge of Florida; our parent company employs a total of 4,960 people at
multiple customer care contact centers in the state ✓ Secure, web-based online access for authorized County users to access our collection system to look up
balances, payment activity and collection status ✓ Quality Assurance and Compliance departments with a focus on treating consumers with respect. We
protect our clients and our corporation through continuous training, industry involvement, daily
monitoring, and rigorous compliance and security tools and protocols ✓ Proven capabilities, resources, next-generation tools and specialized expertise to provide superior
collection performance while minimizing risk related to security and compliance ✓ PCI-DSS Level 1 certified company with over 80 security professionals ✓ AllianceOne carries insurance coverage that meets all County requirements ✓ Licensed in Florida as well as in all other states and municipalities that require collection licenses and/or
bonds, providing nationwide coverage
Benefits to the County
The AllianceOne Government Services team will provide superior value by assisting the County to:
✓ Increase collections ✓ Obtain higher net return ✓ Achieve revenue goals ✓ Reduce write-offs ✓ Control costs ✓ Leverage state-of-the-art technologies ✓ Benefit from proprietary data analytics ✓ Provide enhanced customer service ✓ Improve the quality and consistency of collections ✓ Reduce compliance and security risks
16.E.1.c
Packet Pg. 1164 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Cover Letter and Management Summary 6
In choosing AllianceOne, the County procures a collection agency that serves as a partner to deliver user-friendly
service and superior returns, while minimizing risk related to compliance and security.
CONTACT PERSON
Should you have any questions about the attached response, please contact me at (252) 447-7091 or via email
at linda.brinkworth@allianceoneinc.com.
We look forward to assisting the County to achieve your debt collection goals and objectives.
Sincerely,
Linda Brinkworth
Vice President, Business Development, Government Services
16.E.1.c
Packet Pg. 1165 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Certified Minority Business Enterprise 7
Certified Minority Business Enterprise
Submit certification with the Florida Department of Management Service, Office of Supplier Diversity
as a Certified Minority Business Enterprise.
Not applicable. AllianceOne is not a Minority Business Enterprise.
16.E.1.c
Packet Pg. 1166 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Business Plan 8
Business Plan
In this tab, include but not limited to:
• Detailed plan of approach (including major tasks and sub-tasks).
• Detailed time line for completion of the project.
• Include with the Business Plan or as an attachment, a copy of a report as an example of work
product. This should be for one of the projects listed as a reference.
Detailed Plan of Approach
Detailed plan of approach (including major tasks and sub-tasks)
Account Handling Flowchart
The chart below provides an overview of AllianceOne workflow. Collection strategies and tactics will be
customized based on account scores, to maximize recoveries for the County.
Actions immediately following an account entering the AllianceOne system
Database scanned for
matching accounts.
Transferred
electronically to
collector
Validation notice mailed
Reported to the national credit
bureaus as allowed by law
and by client agreement
No mail returnMail return Telephone attempts begin
within begin within 24 hours
Manual skiptracing
efforts via Internet,
phone directories, 411,
employer or relatives
Telephone customer
(Every 3 days within the
first 120 days until account
resolution)
No telephone number
Transferred to electronic
skiptracing process
If correct number found
No address or phone
found
Transferred to
electronic skiptracing
process
If correct address is
found
If correct phone
number is found
Mail 1st notice
Mail 2nd notice
Customer
responds
Request payment in full
NoYes
Request
credit
report
Payment
received
Ascertain
circumstances and
ability to pay
If hardship
exists
Payment in
full
Cancel
or
suspend
(Accts are
re-worked
prior to any
closure)
Date
ahead
for future
review
Payment
received
* Note 1: Accounts electronically assigned are typically entered
within 24 hours of receipt. Manual entry is completed within 1-3
business days dependant upon volumes received.
* Note 2: If no payment is taken within 45 days the account
automatically transfers to another collector for additional handling.
Additional client
approved letters sent
as appropriate
If not found, manual
skiptracing process
16.E.1.c
Packet Pg. 1167 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Business Plan 9
Upon contract award, AllianceOne will customize a collections solution to deliver superior performance and
maximize the County’s net return, comply with applicable laws and regulations, protect the security and privacy
of account information, provide the County with timely, accurate reports, and deliver responsive, user-friendly
service. Below, we describe our collection process and how we propose to fulfill each of the Scope of Work and
Technical Specifications listed in the RFP.
Collection Process
Work Standards
Work Standards
Account flow Accounts are routed to the assigned collection team.
Analytics and
Scoring
AllianceOne’s Analytics team scrubs the initial placement and makes
recommendations on the work flow using a proprietary analytics process.
Accounts are scored and routed to the appropriate collection unit. All accounts
are worked regardless of score. The scoring process helps AllianceOne better
utilize resources assigned to your project, resulting in increased collections while
minimizing complaints.
Waterfall skip
tracing
Accounts are sent through a waterfall of skip tracing vendors to locate address,
phone and asset information. This improves the success rate on letters and
contacts and improves overall collection results.
Manual skip tracing Agents have the tools to perform on-the-spot skip tracing as needed.
Collection notices Collection notices are sent at pre-determined intervals. Notices escalate in tone if
desired.
Predictive dialing Dialing campaigns are built to ensure accounts are worked every third day.
Voice broadcast
contacts
Voice broadcast provides another opportunity to reach consumers with the
option of speaking to a live agent.
Manual dialing All cellular phones are contacted manually in strict compliance with the TCPA.
Payment plans Payments plans are recorded in the system and a confirmation notice is sent to
consumers.
Promise reminders A monthly payment reminder is made via phone and letter.
Broken promises Broken promises are followed up on immediately.
Agent Monitoring Agent activity is continuously monitored to encourage proper consumer
treatment and work standards are followed.
Compliance
Our Quality Monitoring process begins with our Compliance department. This
group is responsible for reviewing all current collection practices insuring they are
in compliance with all Federal, State and Local laws that govern our business.
Teleperformance
Operational
Processes &
Standards(TOPS)
The TOPS processes are based on recognized best practices and adhere to ITIL,
ISO and COPC parameters. As part of our People Strategy, TOPS is a strongly
people-focused methodology. Supervisors spend 80% of their time coaching
agents to affect better collection rates.
ATAC: Targeted KPI
Management
ATAC ( Attitude + Talent + Accountability + Commitment ), named after the main
characteristics we aim to develop in our Supervisors, forms natural groups
(Business Units) with the objective of continuous improvement through pro-
active sharing of experiences and new ideas.
16.E.1.c
Packet Pg. 1168 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Business Plan 10
NOTE: Accounts are re-worked, if contact and payment is not initially established, every 30 days for the first
six months. They are then processed through account recycling to skip trace for new information and
transferred to another contract assigned collector for work.
AllianceOne has a Salvage Collector Unit that processes accounts that are deemed most difficult to collect. This
team re-works accounts that have been previously worked by our commission and house collectors. The goal
is to try and find new information on accounts determined as uncollectible. They make outgoing calls and skip
trace to try and find a new phone or address. If they locate an asset and can’t get the account paid via a talk
off, they will take legal action as a last resort.
Compliance and Quality Assurance
Compliance Management System
AllianceOne has a comprehensive and integrated Compliance Management System (CMS). It encompasses
recruiting, hiring, training, call monitoring, licensing, coaching, security and confidentiality controls and audits,
internal financial controls and audits, and documented policies and procedures. Our CMS ensures that
AllianceOne collection practices comply with the Equal Opportunity Credit Act, Fair Credit Billing Act, Fair Debt
Collection Practices Act, Uniform Consumer Credit Code, and other applicable laws and regulations, as well as
guidelines of the American Collectors Association.
Our CMS includes:
Board and Management Oversight ✓ Executive Management access to regulators and industry experts ✓ Ensures that responsibilities for meeting legal requirements and internal policies are incorporated into
business processes
Compliance Program ✓ Infrastructure for Compliance Management System ✓ Communicate those responsibilities to employees ✓ Documentation and Change Management Process
Response to Consumer Complaints ✓ Proactive as well as reactive process ✓ Take corrective action and update tools, systems, and training as necessary
Compliance Audits ✓ Ensure compliance with all regulatory, legal, and client requirements enterprise-wide
Quality Assurance
AllianceOne utilizes dedicated, on-site Quality Assurance Specialists responsible for conducting agent monitors
each week. AllianceOne’s Quality Assurance group provides trend analysis and other information to our Training
team in an effort to incorporate continuous process improvements into new hire training and ongoing training
initiatives. Monitoring results are documented in our proprietary Contact Center Management System (CCMS)
system, and shared with Operations Managers and Supervisors, who provide individualized feedback to the
Agents.
PCI-DSS Level 1 Certified
AllianceOne complies with all Payment Card Industry Data Security Standards (PCI DSS).
16.E.1.c
Packet Pg. 1169 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Business Plan 11
AllianceOne earned PCI Level 1 certification in the U.S. This assures our clients a high level of security for
transactions.
AllianceOne is also certified in the U.S. for Data Storage Entities (DSE) compliance -- guidelines created by
MasterCard to safeguard customer information. Together, PCI and DSE certifications provide our clients the peace
of mind of one of the strongest security standards in the industry.
As evidence of our superior security posture, in October 2017, our parent company, Teleperformance, which
supports AllianceOne, was awarded the prestigious global HPE-IAPP (International Association of Privacy
Professionals) Privacy Innovation Award for the Privacy Operations category. The award recognizes
organizations that integrate privacy in such a way that elevates its value as both a competitive differentiator and
a centerpiece of customer and citizen trust.
Working Relationship with EMS Billing Provider
As required, AllianceOne will develop a working relationship with EMS billing consultant and follow established
process for claim filing, etc., including the ability to file appropriate medical claims. Per the Q&A, we understand
AllianceOne will be expected to submit paper medical claims, while the billing consultant will submit electronic
claims.
Protecting Health Information
AllianceOne agrees to adhere to the same standards as the County and other HIPAA-covered entities regarding
the protection and non-authorized disclosure of Protected Health Information.
All employees assigned to the County’s EMS accounts will be required to become certified in the stipulations of
the Health Insurance Portability and Accountability Act (HIPAA) which becomes a permanent part of their
employee file. Employees cannot work on a healthcare account until their HIPAA training and certification is
complete. Any past and future amendments to these Acts are distributed to all employees.
Our state-of-the-art technology platforms incorporate integrated solutions capable of supporting most standard
healthcare interfaces and providing both CMS and HIPAA compliant documentation.
Credit Bureau Reporting
The Attorneys General of 32 states entered into compliance agreements with all three major consumer credit
reporting agencies (“credit bureaus”), Equifax, Experian and TransUnion, which called for significant changes to
the credit reporting process in 2016. One significant change is that any debt that did not arise from a consensual
transaction, i.e., a contract or agreement to pay cannot be reported to the credit bureaus. Our company has been
proactive in maintaining compliance with this new regulation and effective January 1, 2016 ceased reporting any
debt not arising from a contract or agreement to pay. All private collection agencies are required to comply with
this change. We have established additional methods to ensure successful debt collection recovery. Also, a new
requirement, effective 9/15/2017, limits the accounts we can report to those with a Social Security Number (SSN)
and/or Date of Birth (DOB) on file. AllianceOne will report accounts to the extent permitted by the requirements
of the credit bureaus.
16.E.1.c
Packet Pg. 1170 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Business Plan 12
Lawsuits
AllianceOne agrees that any lawsuits incurred as a result of handling all County billing accounts will not be the
responsibility of the County. AllianceOne’s comprehensive Compliance and Quality Assurance processes,
described earlier, minimize the risk of lawsuits.
One Year Placement Period
AllianceOne understands and agrees that, if there has been no collection activity within one year after initial
placement, the County reserves the right to recall the account(s) and place them with a separate collection
agency.
Adding, Deleting or Changing Accounts
AllianceOne agrees not to add, delete, or change an account in any way, without prior written authorization from
the County’s Project Manager or designee.
Return of Accounts Placed in Error
AllianceOne agrees to provide an option to return accounts placed in error when requested by the County’s
Project Manager or designee. AllianceOne’s Client Service liaison will work with the County to arrive at an agreed-
upon procedure for the return of accounts placed in error.
Audits
AllianceOne agrees to allow for audits of all County accounts, as requested, by County internal and/or external
auditors. To ensure the integrity of our processes and controls, AllianceOne undergoes annual financial audits,
SSAE 16 audits, other security audits, and client audits, as well as governmental audits to maintain licenses in
various states.
Auditor Examination or Review
As required, AllianceOne agrees to submit to auditor examination and/or review prior to award of contract by
County staff or by the County’s designee.
Client Service and Technical Assistance
AllianceOne’s Client Service team will provide the County with service and technical assistance as may be
requested for issues such as duplicate bills, duplicate insurance forms, correspondence, etc.
Acknowledgment of Accounts Placed
As required, AllianceOne will provide a written acknowledgment for accounts placed with us for collection. This
report displays all accounts assigned in the reporting month, by individual name, client case number, date of
service, client balance, agency collection fee, and total balance. (Additional categories can be added per request.)
This report is processed and provided within 24 hours of cases entering AllianceOne’s database.
County View-Only Access to Collection System
AllianceOne’s FACS Web product enables clients to access receivables management information through the
Internet. AllianceOne’s clients can access their accounts and reports through a secure logon, 24/7/365. Clients
can view and optionally update account information, run reports, and enter accounts and payments in real time.
16.E.1.c
Packet Pg. 1171 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Business Plan 13
Client Access Benefits: ✓ Reduces calls to client services representatives ✓ Client access is available using only a browser – no other hardware or software requirements ✓ Integrates to the look and feel of your existing Web presence ✓ AllianceOne’s collection system has the ability to charge and track interest
Reports
AllianceOne agrees to provide an Excel report and check by the 20th of each month. The report must be sorted
by department and must include: Account Number, Name, Date of Service, Original Account Amount, Payment
Date, Payment Amount, Interest Paid, New Balance, and Interest Balance.
AllianceOne also has the ability to provide a variety of other reports to help County departments effectively
monitor and manage their delinquent receivables. These may include Inventory, Cancellation, Batch, Remittance,
Demographics, Bankruptcy, Performance, Custom and Ad Hoc reports.
Detailed Timeline for Completion of Project
Detailed time line for completion of the project.
Implementation Process
Upon contract award, AllianceOne proposes to implement this collection program within 30 days of contract
signing. AllianceOne’s Government management team, including experienced implementation managers,
document all contractual requirements and oversee the implementation of the contract to include every facet of
the program. The entire AllianceOne team will review both the start-up and ongoing service throughout the
contract to ensure our service meets all contractual and internal policies and procedures. We also utilize a
detailed internal contract check list that has been developed to ensure that all facets of the contract are properly
implemented. AllianceOne proposes to maintain frequent, ongoing communications, including reports and
meetings, teleconferences or web meetings, to assess performance compared to goals, identify any opportunities
for improvement, and agree on action plans and timelines.
Sample Implementation Timeline
Below is a condensed sample timeline showing the major tasks and responsibilities during implementation.
Implementation Task Name
Start
Day After
Contract
Award
Duration AllianceOne Responsible Person(s)
Total Project Timeline 30 days Implementation Project Manager:
Contract 3 Days CFO Harry Neerenberg, VP Business
Development Charlie Helms
AllianceOne reviews Contract and discusses
SOW and Project Plan with County 1 3 days President-CEO Tim Casey, CFO Harry Neerenberg,
Data Exchange Set-up and Testing 28 days SVP Information Systems Lynda VanNess
Review and validate file Layouts; establish
interface with County, receive and validate test
file, receive and load initial file.
1 2-20 days Lynda VanNess
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Business Plan 14
Implementation Task Name
Start
Day After
Contract
Award
Duration AllianceOne Responsible Person(s)
Telecom 15 days SVP Information Systems Lynda VanNess
Voice Circuits, procure and install agent
phones, set up inbound call routing 5 10-15
days Lynda VanNess
Recruiting, Hiring and Training 30 days
Director of Recruiting Kathy Pliszka; Director of
Training Jennifer Curfman; VP Human Resources
Missy Farnschlader
Approve job description, determine client
screening requirements 1 1 day Kathy Pliszka, Jennifer Curfman, Missy
Farnschlader
Hiring 20 days
Director of Recruiting Kathy Pliszka; Director of
Training Jennifer Curfman; VP Human Resources
Missy Farnschlader
Post job, conduct initial screening of
candidates, review applications and skills
assessments, conduct interviews, make offers,
onboard new staff or assign existing staff,
notify IT to set up staff IDs
5-20 5 days Kathy Pliszka, Jennifer Curfman, Missy
Farnschlader
Training 10 days Director of Training Jennifer Curfman, VP Human
Resources Missy Farnschlader
ID training requirements and conduct training 1-20 10 days Jennifer Curfman, Missy Farnschlader
Reporting 30 days
VP Business Development Linda Brinkworth,
AVP Client Services Grace Kroeger, SVP
Operations Steve Solomon
ID client and internal reporting requirements,
build, test and implement reporting 1-25 5-10 days Linda Brinkworth, Grace Kroeger, Steve Solomon
Client Service 5 days AVP Client Services Grace Kroeger
Create client masters, set up reporting process,
set up client online access and train client how
to use
10-15 1-5 days Grace Kroeger
Accounting 30 Days CFO Harry Neerenberg, VP Business
Development Linda Brinkworth
Agree on invoice requirements with client;
create automated report; provide 1st invoice 1-15 5 days Harry Neerenberg and Linda Brinkworth
The following comment demonstrating our ability to rapidly ramp up a contract and perform collections services
was received from a recent client customer survey from the Superior Court of California, County of Contra Costa,
Ms. Kate Bieker. “Basically our Court ended their in-house collection on Wednesday and AllianceOne stepped in
and started our collections without skipping a beat on Thursday. They have taken the time to understand our
Court and our policies and procedures we follow. They are very willing to tailor their efforts to comply with our
wants!”
Sample Report
Include with the Business Plan or as an attachment, a copy of a report as an example of work product.
This should be for one of the projects listed as a reference.
Please see attachments section for a sample “stair step” report showing collection success rates, by batch, for a
current municipal client. AllianceOne collects EMS accounts for the City’s fire department and provides collection
services to other City departments, including Finance, Parks & Recreation, Planning & Community Development,
Police, Public Works, and the Municipal Court.
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Packet Pg. 1173 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Cost of Services to the County 15
Cost of Services to the County
In this tab, include but not limited to:
• Provide the projected total cost and estimated calendar day duration (including projected hours)
for which your firm will provide the work as described in this RFP.
• Provide proposed fee schedule of principals and staff (including sub-vendors).
Proposed Fee Rate
AllianceOne proposes a contingency fee of 14%.
This fee is all-inclusive. Included in this fee are: ✓ Implementation within agreed-upon time frame ✓ Report set-up ✓ Interface set-up ✓ Well-trained government-dedicated collection representatives ✓ Highly qualified Government Services management team ✓ Skip tracing (automated waterfall process, as well as manual look-ups) ✓ Account scoring to optimize collection strategy and tactics ✓ Collection activities including letters / notices / telephone attempts ✓ Secure, online view-only access to our collection system ✓ Superior Compliance Management System ✓ Quality Assurance call monitoring ✓ Disaster recovery / business continuity planning ✓ Collection operations supported by award-winning proprietary systems and programs, including: • TOPS (Teleperformance Operational Processes and Standards): Step-by-step daily performance
management process to develop high-performing agents • BEST (Baseline Enterprise Standards for Teleperformance): Standards to ensure high service quality
and performance • ATAC (Attitude, Talent, Accountability and Commitment): Results-oriented supervisor training
program • JUMP: Employee leadership development program ✓ Responsive Client Service department
Value -Added Service Components
Below we provide additional information on service components that contribute to maximizing the value we
deliver to the County.
Client Service Team
AllianceOne is committed to providing the County with timely, responsive client service. We use a client-centric
approach to program management with an emphasis on frequent and ongoing communication with the County
as a key to program success.
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Cost of Services to the County 16
Our Government Client Service team will play a key role in the day-to-day interactions with the County. Our
team is able to provide reports, cancel an account, answer questions and provide any additional information
you may need. They will be available via phone and email to quickly respond to issues or questions.
Our program management team will plan to meet with the County in person or via teleconference on a regular
basis. AllianceOne also places a high value on receiving excellent ratings from our clients.
The Client Service team is led by Grace Kroeger, Assistant Vice President, Client Service. We have included her
biography and qualifications below.
Client Service Liaison: Upon contract award, we will also assign a Client Services Liaison to serve as primary
contact for handling day-to -day inquiries, reporting, posting adjustments, and ensuring client satisfaction. We will
provide the County with a toll-free number by which to contact our Client Service Liaison. We will also train a
team of client service personnel regarding the County’s requirements. This team will provide backup, but the
Client Service Liaison will be the primary contact person for the County.
Grace Kroeger, AVP Client Service
Roles and Responsibilities: As Director of Client Services, Ms. Kroeger is responsible for all clients within the
Government vertical. Her team answers client inquiries, provides client reports, processes account cancellations,
provides documentation to validate disputed accounts.
✓ Manages domestic and international customer services representatives ✓ Coordinates and schedules client deliverables ✓ Works with client and sales team to onboard new client relationships ✓ Communicates any changing client needs ✓ Writes and maintains client specific documentation ✓ Works closely with operations staff to make sure requirements are understood and followed
Planned Level of Effort: Ms. Kroeger will be involved in both implementation and ongoing servicing of the County.
Qualifications: Ms. Kroeger joined AllianceOne in 1999 and brings 17 years of collection industry and
management experience. Throughout her years with the company, she has successfully managed client services
for major clients.
She oversees client service for Government clients nationwide, including those listed as references in this
proposal. Her team maintains client performance to the highest level of achievement and has won several awards
for excellence.
Education, Training and Awards: Ms. Kroeger attended Dowling College, Long Island, New York. She has
completed numerous courses and seminars with the ACA and in customer service.
Examples of Satisfied Clients
AllianceOne provides clients with an annual KSAT (key client satisfaction survey). This multi-section questionnaire
inquiries about all aspects of our service. The Government Services division receives very high marks from our
clients. The following are excerpts from these surveys demonstrating our service and results.
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Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Cost of Services to the County 17
Client #1 - “Good customer service and follow through. Keep doing what they are doing.”
Client #2 - “They have performed very well, are very accommodating with respect to our needs and our requests,
and have met our expectations. Continued high performance and flexibility in integrating our systems. They have
outperformed our government partner. We have significantly increased our revenue stream(s) with their
partnership.”
Client #3 - “Good contractual terms, respect (of clients/employees), account management quality. I do hear a
couple sales pitches/year from the competition that say they can provide higher return rates but I have my doubts
they can deliver something significantly different in those terms.”
Client #4- “Great relationship with TP [TP = Teleperformance and AllianceOne] and they work well with us and for
us. Quality support people. The account management works closely with us to resolve any issues and concerns.”
Client #5- “Great customer service coupled with improved collections performance. Willingness to work with us
and present new and innovative collection methods in an effort to improve performance. Again, consistency and
responsiveness go a long way. Whenever we have a request or need any kind of information, our Alliance contact
always follows through quickly with quality information.
If they see something we may not have asked for but might need in our data, they are quick to point it out and
include the info for us. For the reasons specified previously as well as a great understanding of our business process
which helps minimize issues and complaints.”
Client #6 - “The debt collection activities have been excellent as well as the great working relationship with A1
staff. A1 must continue to be able to adjust to our changing needs and this includes being able to able to perform
programming changes when needed. We do get excellent customer service and A1 staff consistently respond to
our needs. Court staff work well with your agency's staff. Our needs to be met at all times and A1 staff do a great
job at adjusting to our different/changing needs.”
Client #7 - “The company is great to work with, we have not had any problems contacting our representative
when issues arrive. The funds collected are in the range of what we expected. The client service is very helpful and
always willing to help with any issues. Very cooperative and fully engaged.”
Client #8 - “Once an account has been transferred to Alliance for collections, Alliance deals with our customers
without referring them back to the Court with their concerns or problems. Alliance will contact the Court if they
need additional info regarding a case to explain something to the customer instead of having the customer contact
us with their questions. We are extremely satisfied with the services provided by Alliance One.”
Client #9 - “Very pleased with service.”
Client #10 - “I find this process with the company very easy. If we can do the processing online, we do it that way.
If not, we are always able to get a live body on the phone quickly that is always able to assist us. Able to deal with
same staff for such a long time. They know us by name when we call!”
Client #11- “Great customer service and the combination of agents and the payment management with the same
company. Very customer service oriented, always checking with clients and actively looking for ways to improve
collections.”
Client #12- “Excellent client service, very few complaints by customers. Responsive to our needs.”
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Packet Pg. 1176 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Cost of Services to the County 18
Client Account Relationship Manager
We propose Vice President of Business Development Linda Brinkworth as Client Account Manager responsible
for relationship management.
Linda Brinkworth
Vice President, Business Development
4850 E. Street Road, Suite 300
Trevose, PA 19053
Mobile: 252-241-8874
E-mail: linda.brinkworth@allianceoneinc.com
Linda Brinkworth, VP Business Development, Government
Roles and Responsibilities: As VP – Business Development, Ms. Brinkworth is responsible for the management
of key client contracts and evaluates service and revenue recovery. She will act as primary contact for all client
account management for the County. She will monitor the County program implementation, provide oversight
of program goals and objectives, and ensure AllianceOne meet or exceeds all program performance goals.
Planned Level of Effort: Ms. Brinkworth has an excellent reputation for successfully implementing and servicing
large, complex projects. She is highly motivated and committed to the success of this contract.
Ms. Brinkworth continually provides innovative ideas to maximize recovery and provide better service to clients.
She is extremely well versed in client service and contract support.
Qualifications: She leverages more than 20 years of experience in designing and managing programs specific to
court portfolios. Ms. Brinkworth has extensive experience with implementing and/or overseeing government
collection portfolios, ranging from small to large and complex, including:
✓ Miami-Dade County, Florida, Circuit Courts ✓ Orange County, Florida, Circuit Court ✓ Florida Department of Revenue ✓ Florida Department of Transportation
Education, Memberships: Ms. Brinkworth holds a Bachelor of Arts degree in English and Psychology from
Hillsdale College. She graduated Magna cum Laude. She is active in the National Association of Court
Management (NACM) and ACA International.
Effective Skip Tracing
AllianceOne provides comprehensive, effective and cost-efficient skip tracing that locates more debtors sooner,
leading to higher recoveries for the County.
AllianceOne uses data scrub and skip trace tools and processes to enhance the quality of data; each portfolio is
different and subject to a specific customization. The geographical location of the individual/business owner is
not a factor in the success of AllianceOne’s collection program. As shown in table below, we utilize several skip
databases within our waterfall process to enhance quality of data and gain insight into data quality.
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Cost of Services to the County 19
Skip tracing is an integral and essential component in servicing a client’s portfolio. Our skip tracing effort for the
County begins when accounts are identified as unreachable during the initial account loading process (no phone
number provided), the initial or subsequent telephone call campaign, or have not responded to the initial dunning
letter.
Prior to any letter being sent, address information provided by the client will be scrubbed through NCOA (National
Change of Address) to ensure collection letter(s) are sent to the most current address on file for the individual:
✓ Accounts are matched against a bankruptcy filing database (Banko) to reduce the inventory by identifying
bankrupt accounts. ✓ Accounts are cycled through predictive dialer campaigns to establish a valid telephone number. ✓ Accounts are scrubbed for cell phones (to ensure TCPA compliance) and staged for manual dialing efforts
(due to lack of the individual’s written express consent). ✓ Accounts without a valid number receive further skip trace efforts ✓ Any account with a valid point of contact will be routed to an agent for resolution. ✓ Accounts will be sent for computerized location and data enhancement services.
We utilize the following sources to scrub data and skip trace accounts with the goal of improving efficiency and
recovery performance:
Examples of Data Scrubs used by AllianceOne
Experian (Phone, Address, Recovery Scores, Credit
Bureau info)
National Change of Address (NCOA) Scrub
Lexis-Nexis/Accurint (Phone, Address) BANKO scrub
Equifax (Phone, Address, Credit Bureau info) Deceased scrub
CBC Innovis (Phone, Address) Cell phone scrub – for manual dial calls to comply with
TCPA
TransUnion (Credit Bureau info) Service Members Credit Relief Act (SCRA) (Military) scrub
Registered owner search Address scrub - Internal database to determine the last
known address.
Department of Motor Vehicle (DMV) scrub Phone scrub – phone numbers in rank order status list
most valid phone.
Nearby (or neighbor) scrub – collector doesn’t
disclose reason for the call.
Relative scrub - to gain updated contact information for
consumers.
Work Associate scrub Contact-ability score – Not a credit score, but how likely
to reach valid address/phone
Phone address database A - Batch process requested
by the collector Registered vehicle owner database B - Batch process
uses license plate information
Employment database C - Verifies employment
information Phone database D - Batch process provides updated
phone information
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Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Cost of Services to the County 20
Examples of Data Scrubs used by AllianceOne
Internet database E – Search engines for publicly
available government, corporate and other public
information
Internal Database G – Compilation of outside business,
financial and employment
Internal Support Desk – Specially trained agents
help collectors locate hard to find debtors
FACS Collection System
AllianceOne licenses and utilizes the FACS Version 19.0, and includes a full complement of available software and
support modules as well as the GC Host software package, provided by Ontario Systems Inc., in support of its
collection operations. This software platform enables AllianceOne to build and manage custom databases to
meet specific client needs. The Company offers in-house data conversion and support resources, the ability to
produce electronic statements and to access on line skip-trace and bankruptcy search information. Some of the
advantages of the AllianceOne system are:
✓ Multi-level security facilities ✓ Online payment posting ✓ Complete legal system ✓ User-defined parameters ✓ Programmable work standards ✓ User-defined windows ✓ Linking accounts ✓ Flexible reporting package
System Features: Some primary functions of the AllianceOne receivables management system include the
following operational characteristics:
✓ Maintains and supports all collection functions through on-line processing of the comprehensive data
contained in client records ✓ Generates a variety of billing, correspondence and collection notices ✓ Facilitates the production of supervisory and management tasks and reports ✓ Accommodates system-to-system interface and electronic funds transfers ✓ Supports the processing of new account placements from various media including hard copy, tape, e-
mail, FTP and EFT transfers ✓ Provides the ability to assign accounts to operational groups in the most efficient manner, based on the
type of account, client needs, and other determining factors ✓ Provide comprehensive audit capabilities and detailed reports
Account Scoring
AllianceOne scores all inventory, upon placement, using EBureau for initial scrubs that include Banko, deceased
and new phones, and to develop a first level score (propensity to pay) model. This initial score is enhanced using
elements provided by our clients in the placement file. Typical elements used include the age, type of infraction,
and balance of the account along with indicators for commercial vs consumer (if applicable). Phone data is also
an important factor in determining strategy. The scoring vendor provides the first level of the skip tracing
FACS provides the ability to “block” specific area codes to
suspend collection activities in specific geographic areas
for specific periods of time -- for example, following a
natural disaster such as a hurricane or flood.
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Packet Pg. 1179 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
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Cost of Services to the County 21
waterfall, at placement, and these phone numbers, along with client provided phones, are used as an additional
element of the overall score.
Using all of the above elements, our internal analytics model produces a score that provides both a propensity to
pay as well as a contactability score, all in one. A collection strategy is then created and utilized, for the lifecycle
of the account, based on these scores. High scored accounts are placed with front-end agents at placement for a
period of 30-60 days. Middle scored accounts are worked in a pooled environment, splitting cell phone inventory
for manual dialing and land lines for auto dialing and messaging. Low scored inventory generally consists of
accounts with no phone numbers and is directed toward additional skip efforts.
Collection Letters
AllianceOne tailors our letters to meet the exact specifications of our clients. The initial demand letter is typically
sent within five business days of the assignment date of each account. Letters can be provided in English and
Spanish, and can also be made available in other foreign languages if needed. All letters utilized by AllianceOne
are reviewed by one of its in-house attorneys for compliance with all applicable federal, state and local laws.
AllianceOne will partner with the County to develop and approve any letters for this contract. All draft letters will
be submitted to the County for approval prior to implementation. Letters can reference the County’s account
number(s) and any other identifying information requested.
The software allows for electronic restrictions to be added restricting the sending of a particular letter within a
given period of time. AllianceOne provides its collection representatives with client approved letter options to
effectively evoke payment.
We will work within agreed-upon timelines and regulations regarding issuing and sending of notices.
Telephone Calls
AllianceOne will apply a diligent telephone collection effort to each account the County refers. Once a telephone
number is located though our various skip tracing methods, the account is set for a call by experienced
government debt collectors. Once in this status, accounts are dialed until contact with the debtor is made. From
that point forward dedicated Government collection specialists work with debtors to resolve their obligation.
Telephone dunning calls will initially be systematically generated by our integrated predictive dialing system. The
dialer operates by calling several numbers simultaneously for each collector. When an “off-hook” (a phone being
picke d up) is detected, the associated account is instantly brought to the collector’s screen for dunning.
Accounts that do not answer or are busy are automatically documented as such and are returned to a dialing
pool for a later attempt. This allows for a level of coverage on each account that far exceeds the capability of any
manual process. During this period, each account receives multiple contact attempts during different times of
the day.
Well -Trained Collection Agents
Training is an important step in developing employees so that they can return the best results for the
County. In order to make sure that all of our employees are trained, professional, and top performers,
AllianceOne provides new staff with complete and in depth training programs which can be tailored to
meet specific client requirement. We incorporate traditional methods with state of the art techniques to
ensure that our personnel are the best trained in the industry. Our training department utilizes an intranet
web application (developed in-house) to standardize and maintain training presentations, policy and
procedural resources, as well as compliance information.
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Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Cost of Services to the County 22
AllianceOne agents typically complete an initial three- to four-week course of instruction provided by our
full-time trainers. This training cycle is comprised of an initial week of classroom instruction followed by
two to three weeks of hands on instruction in a controlled environment. This aspect of our training program
is provided by dedicated staff and offers new hires the skills and knowledge needed to succeed as
AllianceOne agents. Every AllianceOne agent is trained in the art of payment persuasion, while maintaining
the reputation and goodwill of our clients. Agents are tactful and understanding, yet firm in expecting
payment.
AllianceOne will utilize the following training outline for assigned staff. Skilled collector teams, based on
debt type, will be assigned and trained in the intricacies of the overall contract and in-depth training
regarding their assigned debt type(s).
Training Components:
Initial training
Extensive training is provided to agents
starting their career to insure they are
performing their duties in a professional and
compassionate manner with a focus on
results and customer experience.
FDCPA/state laws, compliance,
customer experience, system
navigation, client specific account
handling and legal remedies are covered
in detail.
Mentor
As agent graduates from training to
production and are assigned a mentor to
guide them.
Strategic seating next to mentor,
availability for questions and
opportunity to learn techniques from
experienced agent.
TOPS
This helps guide the supervisor in developing
the agent.
Includes a daily game plan, identifies the
root cause, isolates opportunities to
guide agent improvement and dedicates
supervisor coaching.
Compliance monitors Provides random monitoring of calls.
Agents receive feedback on calls and
supervisors are made aware of
opportunities to assist agent with one
on one coaching.
Ongoing training
classes
Ongoing training to support further equipping
the agent with tools to resolve the debt.
Monthly training classes are available
based on agent requests, industry
trends and legal requirements.
Agent Monitoring
We utilize dedicated, on-site Quality Assurance Specialists responsible for
conducting agent monitors each week. AllianceOne’s Quality Assurance
group provides trend analysis and other information to our Training team in
an effort to incorporate continuous process improvements into new hire
training and ongoing training initiatives. Monitoring results are documented
in our Contact Center Management System (CCMS) system, and shared with
Operations Managers and Supervisors, who provide individualized feedback
to the Agents. We can provide secure remote access to monitor calls and
access to quality assessments and reporting within CCMS. Our open approach to client relationships, such as
independent call monitoring and real-time access to key performance data through our management tools and
CCMS, inspires true partnership in the delivery of exceptional service.
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Cost of Services to the County 23
Below is an overview of the quality assurance program requirements:
✓ Daily/Monthly Production Goals set for each QA rep based on Client Requirements ✓ All scoring entered and tracked through CCMS ✓ Daily reporting generated by CCMS and sent out by QA Supervisors ✓ Reports include: Agent Level, Sup Level, Coaching Report, Repeat Offender Reporting ✓ QA Reps host weekly calibration sessions to support clients by helping to coach on opportunities ✓ Results are tracked and Recap Notes are sent out to Operations ✓ QA Team watches for Repeat Offenders. These agents are escalated to Operations asking what action
has been taken to correct behaviors ✓ QA has corrective action policy in place ✓ All call searches are completed by QA Reps on a daily bases using multiple systems depending on the
client ✓ Call audits are conducted on a daily basis, with accounts reviewed and pulled from a random sampling
of each agent’s queue. On an average day, anywhere from 100-200 calls are monitored. The results of
audits and monitoring dictate the frequency that the agent is monitored in the future. For example, any
agent who has previously scored below an 80% combined on their calls must have a second series of calls
monitored within the month by either Quality Assurance or the Site Manager. Any agent with less than
90 days tenure must have a second review series completed within the month by Quality Assurance or
Supervisor.
AllianceOne utilizes a ratio of 1 Quality Agent for every 50 Agents. These QA staff members are subject matter
experts for their program, and have more than three years of call center experience. Collection supervisors will
also perform additional monitoring as required.
Disaster Recovery and Business Continuity Planning
AllianceOne provides a comprehensive Disaster Recovery and Business Continuity plan to meet every client’s
need, which is delivered by leveraging our hub-and-spoke architecture, redundant infrastructure, and
connectivity options.
With a hub-and-spoke architecture, the ACD/PBX, Network/Voice terminations, CTI and IVR infrastructure is
located at geographically redundant data centers with all contact centers connected as spokes. This architecture
has built-in disaster recovery and business continuity capabilities.
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Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Cost of Services to the County 24
Our Business Continuity Plan (BCP) is typically built specific to each client implementation in each location. As
there will always be common elements that are specific to each location, the implementation of the infrastructure
required to support each Client is different and lends itself to different opportunities and challenges for business
continuity. As part of your implementation, we will draft a BCP specific to your implementation at each call center
location selected that will address both minor and major events and our capabilities to address each, while
looking for every opportunity to maintain or restore production agents on your program(s).
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Packet Pg. 1183 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Experience and Capacity 25
Experience and Capacity
In this tab, include but not limited to:
• Provide information that documents your firm’s and subcontractors’ qualifications to produce the
required deliverables, including abilities, capacity, skill, and financial strength, and number of years
of experience in providing the required services.
• Describe the various team members’ successful experience in working with one another on
previous projects.
The County requests that the vendor submits no more than five (5) completed reference forms from
clients from the past 5 years whose projects are of a similar nature to this solicitation as a part of
their proposal. Provide information on the projects completed by the vendor that best represent
projects of similar size, scope and complexity of this project using form provided in Attachment B –
Form 8. Vendors may include two (2) additional pages for each project to illustrate aspects of the
completed project that provides the information to assess the experience of the Proposer on relevant
project work.
Government Collections Experience
AllianceOne brings extensive successful experience
with government clients, focusing on debt collection
services. In 2016, government represented 36% of
all AllianceOne business.
AllianceOne is fully licensed and/or bonded to collect
throughout all 50 states. AllianceOne continuously
provides our government clients with exceptional
service and revenue recovery results. We pride
ourselves on our extremely low number of
complaints. AllianceOne has had no ethical or legal
challenges by government entities.
AllianceOne’s service to government clients spans
more than 30 years and includes pre-collection
through full-service third-party delinquent debt
collection, including litigation services.
We understand government collections. Our dedicated Government team is prepared to provide you with
exceptional service and recovery. AllianceOne collectors are trained and experienced with government debt and
undergo extensive monitoring of staff to ensure complete compliance with all applicable local, state and federal
laws and regulations governing the collection industry.
✓ >160 government clients nationwide ✓ >$4 Billion in government referrals in 2016 ✓ Four call centers specializing in Government collections
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Experience and Capacity 26
✓ Full-service debt collections customized to your needs ✓ On-site staffing at client locations where volumes warrant ✓ Outreach programs ✓ Tailored programs to meet the needs of Collier County departments ✓ Secure, online, real-time access to our collection system for authorized County users ✓ Business analytics team utilizing data interpretation tools to developing the most effective work plan ✓ Customized reporting ✓ Tailored data communication ✓ PCI certified ✓ Over 30 years of government collection experience, including EMS and code enforcement
Government Debt Types Collected
AllianceOne collects a broad array of government debt types, including:
Ambulance Guardianship Port
Business loans Highway and property damages Probation
Child support Hospital Public works
Civil Housing Red light camera
Civil judgments Individual tax Restitution
Conservatorship Infractions Sales and use tax
Corporate tax Inspection fees School district
Corrections Juvenile Show cause
Criminal Lottery Statutory fines & fees
Delinquent Medical Toll negative balances
Education Misdemeanor Toll violations (tunnel, bridge, highway)
EMS Non-compliance fines & fees Traffic
Excise tax Non-delinquent Tuition
False alarms NSF/Bad checks Unemployment premiums and overpayments
Fees Ordinances Utility
Felony Parking Water
Finance Permits Withholding tax
Fines Personal income tax Port
Fire district Photo radar Probation
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Experience and Capacity 27
Industry Involvement
AllianceOne is a member of and / or participates in numerous associations to keep abreast of industry trends and
regulations that impact our business.
✓ ACA International (ACA) ✓ Commercial Law League (Agency Section) ✓ Forum on the Advancement of Court Technology (FACT) ✓ Government Services Program (ACA) ✓ Members Attorney Program (ACA) ✓ National Association of Court Management (NACM) ✓ Washington Agents Association (WCA) ✓ National Association of Credit Management (NACM) ✓ Los Angeles County Contracting Connections ✓ Government Revenue Collection Association (GRCA) ✓ Federation of Tax Administrators (FTA) ✓ Southeastern State Tax Association (SEATA) ✓ California Court Association (CAC) ✓ Midwest State Tax Association (MSATA) ✓ International Bridge, Tunnel and Turnpike Association (IBTTA) ✓ E-Courts or Court Technology Conference ✓ North Eastern States Tax Officials Association (NESTOA) ✓ California Revenue Officer's Association ✓ Mid-Atlantic Association for Court Management ✓ Western States Association for Tax Administrators (WSATA) ✓ Florida Court Cleriks & Comptrollers (FCCC) ✓ Oregon Association for Court Administration ✓ Washington State Association of Counties ✓ South Eastern Assoication of Tax Administrators (SEATA)
Government Clients
As demonstrated by the following list, AllianceOne brings extensive experience providing debt collection services
to courts nationwide, as well as to other state, county and municipal departments and agencies.
AllianceOne’s experience and proven expertise will benefit Collier County through superior collection results
delivered in a cost-efficient, compliant, and secure manner, with responsive, user-friendly client service and
customer service.
Examples of government clients served by AllianceOne include:
✓ Florida Department of Revenue ✓ Florida Department of Transportation ✓ 2 county clerk of courts in Florida in high population counties ✓ Major municipal court in Arizona ✓ 10 Superior Courts in California ✓ The 2nd largest city in the U.S.
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Experience and Capacity 28
✓ Major county health system in California ✓ County court in Georgia ✓ Multiple courts in Idaho ✓ Multiple courts in Illinois ✓ Multiple courts and major city in Nevada ✓ Multiple cities in New Jersey ✓ Tol l authority in two populous Northeastern states ✓ Major county parking authority in New York State ✓ Five courts in Ohio, including major municipal court of larger city ✓ 14 courts in Oregon ✓ Department of Revenue and other state agencies in Northeastern state ✓ Regional toll authority in Southcentral state ✓ State judicial bureau and multiple county courts in New England state ✓ Statewide collections contract in a populous Northwestern state ✓ More than 55 courts in State of Washington (including Municipal, District and Superior courts)
EMS and Healthcare Collections Experience
AllianceOne has been providing collection services for over 30 years, including at least 18 years of experience
with Emergency Medical Services (EMS) collections experience. We also have extensive, long-term experience
providing debt collection services to healthcare providers in Florida and other states.
Below are descriptions of relevant projects that show ability to collect EMS and other healthcare accounts, as
well as our ability to collect in Florida.
City of Bellingham, Washington, Fire Department
Location: Bellingham, Washington
Dates of Service: 2012 to Present
Scope of Work: AllianceOne provides third-party collection services involving EMS accounts for the City of
Bellingham Fire Department. Bellingham is a city of approximately 88,000 population. AllianceOne also provides
collection services to other City departments, including Finance, Parks & Recreation, Planning & Community
Development, Police, Public Works, and the Municipal Court.
Whatcom Medic One EMS
Location: Whatcom County, Washington
Dates of Service: 2004 to Present
Scope of Work: AllianceOne provides third-party collection services for past-due EMS accounts. The client
serves a county-wide population of nearly 200,000 people.
Kansas City Fire Department
Location: Kansas City, Kansas
Dates of Service: 2005 to Present
Scope of Work: AllianceOne provides third-party collection services involving past due EMS accounts.
North Country EMS
Location: Yacolt, Washington
Dates of Service: 1999 to Present
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Experience and Capacity 29
Scope of Service: AllianceOne provides third-party collection services on past-due EMS accounts. The client
serves covering approximately 1,000 square miles in north and northeast Clark County, Washington.
City of Los Angeles, California, Fire Department
Address: 200 North Spring Street, Room 1225, Los Angeles, CA 90012
Dates of Service: 2008 to Present
Scope of Service: AllianceOne provides third-party collection services to a variety of City departments, including
collecting EMS accounts on behalf of the City of Los Angeles Fire Department. Other debt types collected
include Building and Safety inspection fees (Auto Repair/Junkyard, Miscellaneous Inspections, Noncompliance),
Business Improvement District (BID) fees, Business Tax, Communication User Tax, Construction Permits-
Deficits, LAPD - Driving Under the Influence (DUI) cost recovery charges, LAPD - excessive false alarm charges,
Housing Department - Code Enforcement fees, illegal sign postings, LAFD - inspection fees, LADOT - parking
citations, parking occupancy taxes, property damage claims, returned checks, Sanitation - industrial waste fees
Transient Occupancy Taxes, and various other taxes and fees.
Alameda Health System
Address: 1411 East 31st Street, Oakland, CA 94602
Dates of Service: April 1986 to present
Scope of work: Contact patients who have past due balances for any of the Alameda Medical Center facilities.
The services include but are not limited to ER visits, hospital stays, clinics, and dental. We work with the patient
to resolve outstanding issues include but not limited to insurance billing and charity care. We also make the
attempts to collect the outstanding balance in full or work out an agreeable payment plan.
Jackson Health System
Address: 1500 NW 12 Avenue – 10th Floor, Miami, FL 33136
Dates of Service: November 2002 to present
Scope of work: Contact patients who have past due balances for any of the Jackson Health facilities. The
services include but are not limited to ER visits, hospital stays, clinics, and dental. We work with the patient to
resolve outstanding issues include but not limited to insurance billing and charity care. We also make the
attempts to collect the outstanding balance in full or work out an agreeable payment plan.
Rotech Healthcare, Inc.
Address: 3600 Vineland Road, Suite 114, Orlando, Florida 32811
Dates of Service: July 2009 to present
Scope of work: Early-Out Self Pay, insurance identification verification, mass bi-monthly statement generation,
mailing, customer services plus Primary Bad Debt Collections to Rotech Healthcare, Inc.
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Packet Pg. 1188 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
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Specialized Expertise of Team Members 30
Specialized Expertise of Team Members
In this tab, include but not limited to:
• Description of the proposed contract team and the role to be played by each member of the team.
• Attach brief resumes of all proposed project team members who will be involved in the
management of the total package of services, as well as the delivery of specific services.
• Attach resumes of any sub-vendors and attach letters of intent from stated sub-vendors must be
included with proposal submission.
AllianceOne is led by a highly experienced and very stable team of senior-level leaders, with superior expertise in
debt collections management for government clients.
The organizational chart below shows AllianceOne’s executive team and the key personnel who we propose to
lead the Collier County contract.
Tim Casey
Chief Executive
Officer
Harry Neerenberg
Chief Financial Officer
Lynda VanNess
Senior Vice President,
Information Systems
Pat Scheuerman
Chief Operations Officer
Missy Farnschlader
Vice President, Human
Resources
Roy Buchholz
Deputy Chief
Compliance
Officer
Kathy Pliszka
Director of Recruiting
Jennifer Curfman
Director of Training
Linda Brinkworth
VP Business
Development
Steve Solomon
SVP Operations
Charlie Helms
VP Business
Development
Ryan Wilcox
Project Manager
Collection Manager
Collection Team
Assigned to Collier County
Kevin Underwood
Corporate Counsel
John Tutewohl
VP Business Analytics
Grace Kroeger
AVP Client Services
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Packet Pg. 1189 Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
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Specialized Expertise of Team Members 31
The following table lists the respective role of each key person and their functional areas. Those with the blue
shading are the “core” key personnel for this contract. They will receive support and guidance from the executive
team members and SMEs who are also listed.
Functional Area Name and Title Role for City of Savannah Program
Executive Team Tim Casey, CEO Board level commitment
Executive Team Harry Neerenberg, CFO Corporate governance oversight
Executive Team Pat Scheuerman, COO Operations oversight
Client Account
Management
Linda Brinkworth,
VP Business Development
Primary Client Account Manager
Senior Operations
Management
Steve Solomon,
SVP Operations
Senior operations oversight
Collections
Management
Ryan Wilcox,
Collection Manager
Project Manager and Operations Management
Client Services Grace Kroeger,
AVP Client Services
AVP -Director of Client Services
Legal Kevin Underwood,
SVP Legal Affairs
Legal oversight – Staff Attorney
Information Systems Lynda VanNess,
SVP Information Systems
Senior oversight of Information Systems
requirements
Human Resources Missy Farnschlader,
VP Human Resources
Recruiting, HR and Training liaison
Training Jennifer Curfman,
Director of Training
Training Director with responsibility for staff
training based on client requirements
Compliance Roy Buchholz,
Chief Compliance Officer
Licensing, bonding, regulatory oversight
Business Analytics John Tutewohl,
VP Business Analytics
Business analytics oversight
Below are brief biographies, including qualifications, for each of the leaders listed above.
Timothy Casey, President and CEO
Mr. Casey has been the CEO of AllianceOne since 2007. Prior leadership roles within Teleperformance USA include
Chief Operating Officer (1998-2007) and President of Client Services (1992-1998). He has been in the call center
industry since 1984 with expertise in inbound/outbound sales, customer services, technical support and debt
collection lines of business. Mr. Casey has a B.S. degree from Western Illinois University and a M.B.A. degree from
Northwestern University.
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Specialized Expertise of Team Members 32
Harry Neerenberg, CFO, CPA, MBA
Mr. Neerenberg has been with AllianceOne since 1999, and served as the Chief Financial Officer of AllianceOne
since 2005. He has over 17 years of experience in the collections industry, as well as previous experience in
banking and public accounting. Mr. Neerenberg has an MBA in Finance and a BBA in Accounting from Temple
University.
Pat Scheuerman, Chief Operations Officer
Mr. Scheuerman has been with AllianceOne/Teleperformance since 1998. He is responsible for the operations
oversight of all AllianceOne sites. Mr. Scheuerman is an accomplished collections operations professional with
demonstrated history of quality performance and has over 20 years of experience. Mr. Scheuerman has
successfully managed all collection operations with a staff of 2,500 within all US and Canadian sites. He has been
responsible for margin improvements in excess of 20% while maintaining strong client relationships and
performance. He has managed revenue targets for top 10 credit issuers with annual targets exceeding 60M+ in
revenues. Mr. Scheuerman has a Bachelor of Arts in Political Science from the University of Wisconsin, La Crosse,
in La Crosse, WI.
Roy Buchholz, Deputy Chief Compliance Officer
Mr. B uchholz has over 25 years of collection industry experience. He has a wide range of industry experience
including: front line agent, collection supervisor and senior management duties with a team of compliance
specialists. Mr. Buchholz’ compliance department is currently responsible for the licensing and bonding of all
locations, answering regulatory complaints and conducting random call monitoring. Mr. Buchholz and his team
conduct quarterly corporate-wide compliance training informing agents of any federal or state updates and
reviews of company policies. Mr. Buchholz will oversee compliance for this contract and will assist in the
regulatory monitoring of services provided to the County.
Missy Farnschlader, VP Human Resources
Ms. Farnschlader entered the collection industry in 1983 with ECC Management Services. She managed all
support functions (including customer service and payment processing) with ECC until 1987, when she was
responsible for establishing ECC’s HR function. AllianceOne acquired ECC in March of 1999. Until her promotion,
Ms. Farnschlader served as Director of Human Resources with responsibility for the corporate HR and Payroll
functions of the Company. Ms. Farnschlader graduated from Lafayette College with a BA in Economics.
Lynda VanNess, Senior Vice President of Information Systems
Ms. VanNess manages a department of IT professionals responsible for programming and system administration
for seven sites. She is responsible for reorganizing IT support functions and staff resulting in increased productivity
and responsiveness to internal and external clients. She oversees data migration/conversion projects and
supports four predictive dialers with a total of 2,000 seats. Ms. VanNess is responsible for helping to design and
implement workflow strategies to maximize revenue and reduce costs. She is an accomplished and dedicated IT
professional with a demonstrated history of achievement in the government, healthcare, utility, and bankcard
verticals for accounts receivable management and business process outsourcing.
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Specialized Expertise of Team Members 33
Linda Brinkworth, VP Business Development, Government
As VP – Business Development, Ms. Brinkworth is responsible for the management of key client contracts and
evaluates service and revenue recovery. She will act as primary contact for all client account management for
the County. She will monitor the implementation, provide oversight of program goals and objectives, and
ensure AllianceOne meet or exceeds all program performance goals. She leverages more than 20 years of
experience in designing and managing programs specific to government portfolios.
Steve Solomon, SVP Operations
Mr. Solomon has overall responsibility for AllianceOne’s Government Division operations nationwide. He will
provide senior oversight of operations and serve as Implementation Project Manager. He will assign the resources
and expertise necessary to successfully fulfill the requirements of this contract. He joined AllianceOne in August
2016 and brings 30 years of industry experience on both the ARM and BPO sides of the business. He has managed
large, complex collection operations within Government, Healthcare, Telecommunications, Financial Services and
Retail verticals at a Top 5 Global Call Center and Collection company. His experience and expertise includes
strategic account management, quality assurance, audit/internal controls, client service, training, and recruiting.
Ryan Wilcox, Call Center Manager, Trevose, PA – Government Service Center
Mr. Wilcox is currently Call Center Manager for the Trevose Government Services location. He will have direct
operational responsibility for this contract, upon award. He brings more than 14 years of collection industry
experience including 12 years of collection operations management and very strong government collections
experience. He has innate analytical skills, an open door with staff and a competitive nature. Ryan will ensure
that the County’s collection goals are met and exceeded. In addition to his exceptional leadership and
development skills, he drives consistent competitive performance critical to sustained success and growth.
Grace Kroeger, AVP Client Services Director
As Director of Client Services, Ms. Kroeger is responsible for a Client Service team serving all clients within the
Government vertical. Her team answers client inquiries, provides client reports, processes account cancellations,
provides documentation to validate disputed accounts. Ms. Kroeger will be involved in both implementation and
ongoing servicing of this contract. Ms. Kroeger joined AllianceOne in 1999 and brings 17 years of industry and
management experience. Throughout her years with the company, she has successfully managed client services
for major clients. Her team maintains client performance to the highest level of achievement.
John Tutewohl, Vice President Business Analytics
Mr. Tutewohl will provide analytical support for this contract. He will work with the management team to produce
daily statistical reports to help maintain and improve recovery and service levels. Mr. Tutewohl has his CPA and
CMA licenses. Mr. Tutewohl has over 10 years of experience in the collections industry and 20+ years total
experience in accounting and financial analysis. He brings extensive experience in accounting, cost accounting,
margin analysis, financial analytics, reporting, and pricing. The Business Analytics team will help to guide
operations for this contract. For example, they can highlight account batches that need more work effort, letter
results, dialing based on hour of day.
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Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Specialized Expertise of Team Members 34
Kevin Underwood, Senior Vice President of Legal Affairs, Attorney at Law
Mr. Underwood joined the company in 1992 and serves as AllianceOne’s primary corporate counsel. He will
review the contract documents and all letters and scripts to be utilized under this contract, as well as oversee all
outside attorney relationships. He oversees and represents AllianceOne in all aspects of the collection litigation
process. He and his associate attorneys work closely with clients to see that all correspondence meets local, state
and federal regulations. Mr. Underwood continually reviews all collection policies and procedures to ensure that
AllianceOne strictly adheres to all applicable laws. He is a member of the Washington Collectors Association,
ACA’s Member Attorney Program, and the Washington State Bar Association (WSBA). He served on the
Washington State Bar Association Legislative Committee for three years, has served on the Washington Collectors
Association Legislative Committee for the past twenty years, and has authored numerous pieces of legislation
that have been enacted into law. Mr. Underwood served on the Executive Board of the Washington Collectors
Association for many years (President 2004-2005). His degrees include: Juris Doctor, cum laude, University of
Puget Sound School of Law, Tacoma, WA; and Bachelor of Arts in Society and Justice, University of Washington,
Seattle, WA.
Jennifer Curfman, Director of Training
Ms. Curfman brings 15 years of proven results in delivering training, designing and writing courses, leading a team
of training professionals, and delivering global initiatives across AllianceOne. She demonstrates strong skills
teaching and coaching across multiple organizational levels using a variety of training mediums. She has a unique
combination of creative and analytical skills with the ability to offer effective solutions for the training needs of
various locations, departments and individuals. She joined Teleperformance in 2002 as an Account
Representative and was promoted to Training Supervisor in 2003. She became Training & Development Manager
in 2007 and was promoted to Director of Training in 2017.
Ms. Toni Metzger, Director of Quality Assurance
Ms. Metzger has 12 years of collection credit card experience in the industry prior to joining AllianceOne in 2009.
She is responsible for all Quality Assurance and Compliance monitoring support for AllianceOne. She manages a
team dedicated to monitoring and scoring calls in accordance with client specific expectations, regulatory
standards, company policies and customer experience standards. Ms. Metzger is responsible for communicating
between Operations and Quality Assurance to ensure we are delivering quality and compliant calls for all clients.
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Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Local Vendor Preference 35
Local Vendor Preference
Local business is defined as the vendor having a current Business Tax Receipt issued by the Collier or
Lee County Tax Collector for at least one year prior to proposal submission to do business within Collier
County, and that identifies the business with a permanent physical business address located within the
limits of Collier or Lee County from which the vendor’s staff operates and performs business in an area
zoned for the conduct of such business.
Not applicable. AllianceOne is not a local vendor as defined above.
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Sample Report
AƩachments
The Government Debt CollecƟon SoluƟon
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MO YR#AMT‐PLACEDADJUSTNET‐PLACEDAVERAGE1MO2MO3MO4MO5MO6MO7MO8MO9MO10MO11MO12MO12MO17‐Sep295207,147‐62207,0857020.217‐Aug862269,0270269,0273120.4217‐Jul605229,989‐4,453225,5363730.82.1317‐Jun778270,452‐5,015265,4373411.32.53.64.217‐May234171,374‐1,685169,6897250.71.72.12.63.317‐Apr736186,368‐2,023184,34525012.73.43.73.84.417‐Mar275186,577552187,1296800.30.50.61.41.71.7217‐Feb668239,848‐10,647229,2013431.32.53.94.35.46.26.87.117‐Jan210148,716‐1,933146,7846990.20.71.31.8222.12.12.416‐Dec713292,782‐11,665281,1173940.41.21.92.62.93.944.55.15.616‐Nov911217,261‐3,332213,9292351.43.54.75.4677.68.28.78.99.416‐Oct684245,236‐4,284240,9523520.41.62.33.33.94.455.35.86.16.76.916‐Sep658187,919‐2,885185,0342811.21.82.22.52.93.13.43.94.74.955.15.416‐Aug646226,982‐12,615214,3673321.11.82.23.43.8444.34.54.64.85.25.516‐Jul259162,787‐10,868151,9195870.111.61.722.42.52.83.744.64.85.316‐Jun1,035312,432‐17,020295,4122850.51.322.52.83.23.43.744.755.46.316‐May539192,476‐5,206187,2703470.81.62.43.14.45.35.86.56.76.87.47.7916‐Apr250184,728‐21,552163,1766530.41.62.32.83.74.14.755.25.55.96.28.716‐Mar814274,765‐17,267257,4983160.41.92.93.53.847.88.18.48.48.58.610.216‐Feb582191,546‐9,195182,3503130.82.73.544.54.95.35.76.16.56.67.29.616‐Jan296228,642‐1,753226,88976712.63.23.43.94.24.85.75.866.36.68.315‐Dec771272,552‐4,575267,9773480.22.43.64.34.44.95.75.96.36.86.97.29.815‐Nov729188,747646189,3932600.41.63.24.34.65.666.87.57.98.18.710.715‐Oct674259,074‐8,482250,5923720.411.522.72.83.94.34.54.85.67.510.415‐Sep659295,213‐18,591276,6224200.82.93.64.25.25.86.57.48.38.58.78.914.415‐Aug736279,634‐9,745269,8883670.51.13.85.46.46.67.17.57.888.68.810.715‐Jul836313,166‐18,375294,7913531.22.13.84.455.45.86.27.57.78.48.711.415‐Jun1,165283,255‐12,365270,8902331.43.245.35.96.67.17.47.88.69.49.813.315‐May356219,265‐12,729206,5355800.51.32.22.73.13.33.53.84.24.66.86.911.515‐Apr433274,917‐18,018256,8985930.10.81.11.41.61.92.3333.13.73.86.815‐Mar518221,070‐15,293205,7773971.52.93.94.34.84.955.45.96.56.97.612.115‐Feb326244,301‐24,306219,9956750.10.91.92.73.63.94.34.64.74.855.110.515‐Jan689291,482‐7,895283,5874120.41.72.33.33.53.63.84.14.34.84.95.19.814‐Dec595228,354‐14,917213,4373590.82.32.944.65.15.55.86.76.97.27.610.714‐Nov509219,143‐1,677217,4664270.21.52.52.83.644.34.54.75.35.46.18.614‐Oct540300,689‐21,995278,6945160.61.41.722.63.13.8455.35.65.816.8TOTAL AVERAGERATIOS:0.71.82.73.33.84.34.85.35.76.16.66.99.8ALLIANCEONE MONTH ENDING 09‐30‐17‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ASSIGNMENTS‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐16.E.1.cPacket Pg. 1196Attachment: 17-7221 AllianceOne Proposal (4674 : Award RFP #17-7221 Collection Agency Services)
Collier County – Collection Agency Services RFP 17-7221 | AllianceOne
Local Vendor Preference 36
Linda Brinkworth
Vice President, Business Development
Phone: (252) 447-7091
E-mail: linda.brinkworth@allianceoneinc.com
FOR MORE INFORMATION:
https://www.allianceoneinc.com/Welcome/
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16.E.1.dPacket Pg. 1224Attachment: 17-7221 AllianceOne_Contract_VendSign (4674 : Award RFP #17-7221 Collection Agency Services)
16.E.1.dPacket Pg. 1225Attachment: 17-7221 AllianceOne_Contract_VendSign (4674 : Award RFP #17-7221 Collection Agency Services)
16.E.1.dPacket Pg. 1226Attachment: 17-7221 AllianceOne_Contract_VendSign (4674 : Award RFP #17-7221 Collection Agency Services)
16.E.1.dPacket Pg. 1227Attachment: 17-7221 AllianceOne_Contract_VendSign (4674 : Award RFP #17-7221 Collection Agency Services)
16.E.1.e
Packet Pg. 1228 Attachment: 17-7221 Score Sheets (4674 : Award RFP #17-7221 Collection Agency Services)
16.E.1.e
Packet Pg. 1229 Attachment: 17-7221 Score Sheets (4674 : Award RFP #17-7221 Collection Agency Services)
16.E.1.e
Packet Pg. 1230 Attachment: 17-7221 Score Sheets (4674 : Award RFP #17-7221 Collection Agency Services)
16.E.1.e
Packet Pg. 1231 Attachment: 17-7221 Score Sheets (4674 : Award RFP #17-7221 Collection Agency Services)
16.E.1.f
Packet Pg. 1232 Attachment: 17-7221 NORA (4674 : Award RFP #17-7221 Collection Agency Services)
Selection CommitteeScoring Sheet RPS #: 17-7221Title: Collection Agency ServicesName of Firm Jose Alvarado Cheri DuBock Iliana BurgosSteven WeisbergTotal ScoresSelection Committee Final RankTIEBREAKERLife Line Billing Systems, LLC dba LifeQuest Services2143103.0000AllianceOne Receivables Management Inc322181.0000 TAILSProfessional Adjustment Corporation of SW FL Inc.4334144.0000RTR Financial Services Inc141282.0000 HEADSTOTAL 10 10 10 10Procurement Professional Viviana GiarimoustasPage 1 of 116.E.1.gPacket Pg. 1233Attachment: 17-7221 Final Rank (4674 : Award RFP #17-7221 Collection Agency Services)