marketing your program to decision makers
DESCRIPTION
Marketing Your Program to Decision Makers. Charlie Helms North Carolina Department of Revenue. Agenda. Building a successful program Capturing and using performance data Managing relations with elected officials and other decision makers Building and making your case - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/1.jpg)
Marketing Your Program to Decision Makers
Charlie HelmsNorth Carolina Department of Revenue
![Page 2: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/2.jpg)
Agenda
• Building a successful program• Capturing and using
performance data• Managing relations with
elected officials and other decision makers
• Building and making your case• Share your experiences
![Page 3: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/3.jpg)
Collection Programs - 4 Keys to Success
1. Cost effective treatment streams
2. Be easy to do business with
3. Maximize data and information available about debtors
4. Effective goal setting and management reporting
![Page 4: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/4.jpg)
1. Cost Effective Treatment Streams
• Every case is not the same!
• Determine collection flows using
– Debtor’s Risk and the
– Potential Yield of case
• Automate collection actions
• Enhance cost effectiveness and reduce complaints
![Page 5: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/5.jpg)
2. Be Easy to Do Business With
• The carrot verses the stick– Penalty waiver policy
• Make it easy to pay!– Web and IVR enabled EFT and credit card
payments
• Bank drafted payment plans– Web and IVR enabled, applying business
rules and restrictions
• “Firm but Fair” collection philosophy
![Page 6: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/6.jpg)
3. Maximize Debtor Data
• Information is the Life Blood of collections!
• First choice methods– Data warehousing integrated with
collections systems– Acquire regular feeds of data from various
sources into warehouse
• Subscription services
![Page 7: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/7.jpg)
Data Management on the Cheap
• MS Access databases– Great, cheap way to compile, compare
and use data feeds from various sources– Many recent college grads have basic
Access skills– Can be built and maintained by “Non-IT”
resources
![Page 8: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/8.jpg)
Potential Data Sources
• County records• IRS information• State tax• Unemployment
insurance• State motor vehicles• State/local vendor
payment files • Postal service• Free web sites
• Subscription services• Financial institution
ticklers (FIDM)• Statewide lien &
judgment records• Credit bureaus• State wildlife
licenses• Internal info• The list is endless
![Page 9: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/9.jpg)
4. Effective Goal Setting and Management Reporting
• Don’t be afraid to set goals!
• “You get what you measure” … “If you don’t measure it, it’s not important”
• Be careful … watch for unintended consequences!
• Mainframe performance data can be manipulated with reporting applications such as SAS or MS Access
• Build score-card and dashboard reports
![Page 10: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/10.jpg)
![Page 11: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/11.jpg)
![Page 12: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/12.jpg)
![Page 13: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/13.jpg)
Managing Relations with Decision Makers
• Determine key decision makers– May not be as obvious as you think– Legislative/Executive branch staff are
often key
• Provide first class constituent services
• Use all interactions as relation building opportunities
• Be patient and persistent
![Page 14: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/14.jpg)
Managing relations with decision makers
“It’s not personal, it’s business! … It’s not personal, it’s business!”
-Tom Hagan, The Godfather
![Page 15: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/15.jpg)
Building and Making Your Case
• What’s the Big Idea?– Explore many options for improvement
• Build business case– Determine costs (if any)– Determine return on investment (ROI)– Look for other agencies where similar
methods have been successful
• Design your “blue-print” for accomplishing your objective
![Page 16: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/16.jpg)
Calculating ROI
• Investment (costs) / Benefits (collections) = ROI– For every $1 expended, the state will receive
$XX in additional revenues– Also, look at average collection
• Consider using a “Marginal Rate” of increase to compensate for law of diminishing returns
![Page 17: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/17.jpg)
Field Office Collections Yield Average
Collection per employee
e Durham 8,351,612.31 20.400 755,422.22
e Elizabeth City 4,804,246.75 25.504 1,054,590.75
e Fayetteville 13,709,714.79 32.081 1,246,337.71
e Greenville 7,928,551.44 24.358 1,049,367.10
e Raleigh 19,538,073.78 34.102 1,373,770.81
e Rocky Mount 4,925,889.11 19.804 820,981.52
e Wilmington 10,041,910.52 21.648 832,969.54
Eastern Region $ 69,299,998.70 26.288 $ 1,042,976.57
w Asheville 12,006,943.87 28.619 1,200,694.39
w Charlotte 28,805,624.10 20.626 810,158.18
w Greensboro 17,114,082.57 19.604 814,956.31
w Hickory 11,947,273.74 21.810 888,640.20
w Interstate Collection Unit 18,104,341.45 66.117 2,586,334.49
w Winston-Salem 7,178,959.79 17.328 717,895.98
Western Region $ 95,157,225.52 24.244 $ 981,002.32
Statewide Field Office Totals $ 164,457,224.22 25.065 $ 1,006,196.48
Average per month $ 27,409,537.37 25.065
Average per office $ 12,650,555.71 25.065
Average per employee $ 1,006,196.48 25.065
![Page 18: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/18.jpg)
Funding Options
• Appropriations – Traditional method
• Fees– Fees for “services” – Fee assessed at point in collection process
• Benefits based funding– Typically used for large IT projects
![Page 19: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/19.jpg)
Solicit Support
• Include key stakeholders in developing plan– Do your homework internally– Include any external agencies/businesses
impacted by change– Negotiate up-front with the expected
loudest voices of opposition
• Work with friendly decision makers to support and promote plan
![Page 20: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/20.jpg)
• NC’s Large Projects– Project collect 1 (2001)– Collection assistance fee (2001)– New call center (2002-03)– Project collect 2 (2005)– Enhanced garnishment and other
law changes (2007)– TIMS project (2008-2012)
• New technology infrastructure (CA fee & appropriations funded)
• Collection case management System (2009-2011) (Benefits funding)
– 2010 legislative agenda
![Page 21: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/21.jpg)
2010 Legislative Agenda
• FIDM (Financial Institution Data Match)• E-Garnishment• Expanded refund offset• State vendor payment offset• Accelerated collection process
![Page 22: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/22.jpg)
GREATPeople Talk
About IDEAS
AVERAGEPeople Talk
AboutTHINGS
SMALLPeople Talk
AboutOTHER PEOPLE
![Page 23: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/23.jpg)
Summary
• Build a creditable program/Be a credible leader
• Gain support of decision makers using data
• Develop great ideas and build your case using data
![Page 24: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/24.jpg)
Discussion
• What examples do you have of influencing decision makers?
• What has been key to your success in influencing decision makers?
• What questions do you have for me or your colleagues?
![Page 25: Marketing Your Program to Decision Makers](https://reader030.vdocument.in/reader030/viewer/2022032414/56813392550346895d9aa123/html5/thumbnails/25.jpg)
Contact Information
•Charlie Helms, Director, Collection [email protected]
•Collection Division AdministrationPO Box 27431, Raleigh, NC 27611(919) 715-6468 (Office)(919) 280-4935 (Mobile)