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1653 Penn Credit debt collections prok Thursday, April ril03 2014 —1877. PURCHASING DEPARTMENT TRANSMITTAL MEMORANDUM To: /Mayor RE: enn Credit RFP 13/14-05 For Debt Collection Services The item(s)noted below is/are attached and forwarded to your office for the following action(s): Development Order 171 Mayor's signature n Final Plat (original mylars) n Recordin n Letter of Credit ' - �eri� • •-/�,�,Q� Maintenance Bond Safe ke-sing (Vault Ordinance s u 1 y anager Performance Bond n Payment Bond Resolution n City Manager Signature ❑ N City Clerk Attest/Signature Once completed, please: Return originals to Purchasing n Return copies Special Instructions: Maari,yo Orol o-C tz 5. q From ate T:\Dept_forms\City Clerk Transmittal Memo-2009.doc SWOlifl 013.1877 it DOCUMENT APPROVAL 4/3/2014 1 :49 PM Contract Agreement/ a ' -: Penn Credit RFP 13/14-05 For Debt Collection Se AA.' P AP'.sin g .Ma -r Date � , Finance Diirector Date Al 4 #0/ City Attorney Date rioq, February 18, 2014 REQUEST FOR PROPOSALS: RFP 13/14-05 Title: DEBT COLLECTION SERVICES Opening Date: November 26, 2013 @ 2:00PM 1 . Creditech Collection Solutions - *18% the contingency commission fee would apply to all collections. 2. Penn Credit- Primary Collections 17.50% Legal Collections 28.00% / 53 AGREEMENT BY AND BETWEEN THE CITY OF SANFORD, FLORIDA AND PENN/CENTRAL CORPORATION (D/B/A PENN CREDIT CORPORATION) (RFQ 13/14-05) DEBT COLLECTION SERVICES THIS AGREEMENT (hereinafter the "Agreement") is made and entered into this ILI day of Ap12t L- , 2014, by and between the CITY OF SANFORD, FLORIDA, a Florida municipality, (hereinafter referred to as the "CITY"), whose mailing address is 300 North Park Avenue, Sanford, Florida 32771, and PENN/CENTRAL CORPORATION doing business as PENN CREDIT CORPORATION, a Pennsylvania corporation which is registered as a foreign corporation and authorized to conduct business in the State of Florida, (hereinafter referred to as "PENN CREDIT") whose address is 916 S. 14th Street, Harrisburg, Pennsylvania 17104. The CITY and PENN CREDIT may be collectively referenced herein as the "parties". WITNESSETH: WHEREAS the Consultants Competitive Negotiation Act ("CCNA" as codified at Section 287.055, Florida Statutes) is not applicable to this Agreement. NOW, THEREFORE, in consideration of the mutual covenants, promises, and representations contained herein and other good and valuable consideration, the receipt and sufficiency of which is hereby acknowledged, the parties hereto agree as follows: Section 1. Recitals. The above recitals are true and form a material part of this Agreement upon which the parties have relied. Section 2. Authority. Each party hereto represents to the other that it has undertaken all necessary actions to execute this Agreement, and that it has the legal authority to enter into this Agreement and to undertake all obligations imposed on it. The persons executing this Agreement for PENN CREDIT certifies that it is authorized to bind PENN CREDIT fully to the terms of this Agreement. Section 3. Scope of Agreement. This Agreement is for Debt Collection Services for the CITY to assist in the collection of certain delinquent debt owed to the CITY to include, but not limited to, delinquent utility billing, ambulance billing, municipal liens, code enforcement liens, parking tickets, delinquent business tax/licenses, and miscellaneous receivable accounts with the purpose as directed by the CITY to include all labor and materials that may be required. The parties hereto agree as follows: Section 4. Effective Date and Term of Agreement. This Agreement shall take effect on the date that this Agreement is fully executed by the Parties hereto. This Agreement shall remain in effect until December 31, 2015 and shall automatically renew from year-to-year unless terminated by the CITY or otherwise as provided for herein. Section 5. Compensation. The parties agree to compensation as set forth in work orders issued by the CITY from time-to-time. Section 5. Compensation. The parties agree to compensation as set forth in work orders issued by the CITY from time-to-time. Section 6. Standard Contractual Terms and Conditions. Unless specifically excluded in this document, all "Standard Contractual Terms and Conditions", as provided on the CITY's website, apply to this Agreement. Such Terms and Conditions may be found at the CITY's website (www.SanfordFL.gov). PENN CREDIT specifically agrees to all such terms and conditions. Section 7. PENN CREDIT's Mandatory Compliance with Chapter 119, Florida Statutes, and Public Records Requests. (a). In order to comply with Section 119.0701, Florida Statutes, public records laws, PENN CREDIT must: (1). Keep and maintain public records that ordinarily and necessarily would be required by the CITY in order to perform the service. (2). Provide the public with access to public records on the same terms and conditions that the CITY would provide the records and at a cost that does not exceed the cost provided in Chapter 119, Florida Statutes, or as otherwise provided by law. (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. (4). Meet all requirements for retaining public records and transfer, at no cost, to the CITY all public records in possession of PENN CREDIT upon termination of the contract and destroy any duplicate public records that are exempt or confidential and exempt from public records disclosure requirements. All records stored electronically must be provided to the CITY in a format that is compatible with the information technology systems of the CITY. (b). If PENN CREDIT does not comply with a public records request; the CITY shall enforce the contract provisions in accordance with the contract. (c). Failure by PENN CREDIT to grant such public access and comply with public records request(s) shall be grounds for immediate unilateral cancellation of this Agreement by the CITY. PENN CREDIT shall promptly provide the CITY with a copy of any request to inspect or copy public records in possession of PENN CREDIT and shall promptly provide the CITY a copy of PENN CREDIT's response to each such request. Section 8. Time is of the Essence. Time is hereby declared of the essence as to the lawful performance of all duties and obligations set forth in this Agreement. 2IPage Section 9. Entire Agreement/Modification. This Agreement, together with the exhibit(s), constitutes the entire integrated Agreement between the CITY and PENN CREDIT and supersedes all prior written or oral understandings in connection therewith. This Agreement, and all the terms and provisions contained herein, including without limitation the exhibits hereto, constitute the full and complete agreement between the parties hereto to the date hereof, and supersedes and controls over any and all prior agreements, understandings, representations, correspondence and statements whether written or oral. This Agreement may only be amended, supplemented or modified by a formal written amendment. Section 10. Severability. If any term, provision or condition contained in this Agreement shall, to any extent, be held invalid or unenforceable, the remainder of this Agreement, or the application of such term, provision or condition to persons or circumstances other than those in respect of which it is invalid or unenforceable, shall not be affected thereby, and each term, provision and condition of this Agreement shall be valid and enforceable to the fullest extent permitted by law when consistent with equity and the public interest. Section 11. Waiver. The failure of the CITY to insist in any instance upon the strict performance of any provision of this Agreement, or to exercise any right or privilege granted to the CITY hereunder shall not constitute or be construed as a waiver of any such provision or right and the same shall continue in force. Section 12. Captions. The Section headings and captions of this Agreement are for convenience and reference only and in no way define, limit, describe the scope or intent of this Agreement or any part thereof, or in any way affect this Agreement or construe any provision of this Agreement. Section 13. Counterparts. This Agreement may be executed in any number of counterparts, each of which shall be deemed an original, but all of which, taken together, shall constitute one and the same document. Section 14. Binding Effect. This Agreement shall be binding upon and inure to the benefit of the successors in interest, transferees and assigns of the parties. Each party hereto represents to the other that it has undertaken all necessary actions to execute this Agreement, and that it has the legal authority to enter into this Agreement and to undertake all obligations imposed on it. The signatories hereof represent that they have the requisite and legal authority to execute this Agreement and bind the respective parties herein. Section 15. Remedies. The rights and remedies of the parties, provided for under this Agreement, are in addition to any other rights and remedies provided by law. Section 16. Governing law, Venue and Interpretation. This Agreement is to be governed by the laws of the State of Florida. Venue for any legal proceeding related to this Agreement shall be in the Eighteenth Judicial Circuit Court in and for Seminole 3 County, Florida. This Agreement is the result of bona fide arms length negotiations between the CITY and PENN CREDIT, and all parties have contributed substantially and materially to the preparation of the Agreement. Accordingly, this Agreement shall not be construed or interpreted more strictly against any one party than against any other party. IN WITNESS WHEREOF, the CITY and PENN CREDIT have executed this instrument for the purpose herein expressed with the signatories below representing and acknowledging, and understanding that the other party is acting in reliance thereto, that they have full and plenary authority to execute this Agreement and bind the party for whom they are executing this Agreement. SIGNATURE PAGE FOLLOWS: Wage Attest: PENN/CENTRAL CORPORATION doing business as PENN CREDIT CO; - e RATIO � . /..... Li( /,. ....... . ___ �� 1 Donald C. Ia agh fir, Jr. Ric .���• Chief Etive • , i er President Dated: <_?7,3>//17 / // Thomas F. Foley, Jr. Corporate Secretary STATE OF PENNSYLVANIA ) COUNTY OF � Q /1'/11 ) The foregoing instrument was acknowledged before me this 2 / day of 'a rah , 2014, by Richard S.Templin, as President of PENN CREDIT, on behalf of the Company. He is personally known to me or has produced , as identification. t L �/nn chz COMMONWEALTH OF PENNSYLVANIA �� �-'v`" Notarial Seal Signature oF`.1J�,VI\o)tay Public M. 10X-Notary Pub0t Print Nam City of Harrlsbu Expires Dauphin 12,201 Q j,SQ -/!i /?n My Commission Expires July 12,201E Notary Public - State of Pennsylvania M�NBE P H" '"""lAP$sOC,7LONo NOTaRIFs My Commission Expires: 7-/c2./ Le Commission No.: /O8 2,727? Attest: THE CITY OF SANF el"D 1 Qs ' By: v 4—)4--19 Cynthia Porter, City Clerk Dated: t-f— I Lt--1 yi Jeff Triplett ' Mayor '1 Approved as to form and legality for Use and reliance by the City of Sanford, Florida B . #/JIJiI ,a.' • �mL. Colbert /,r r ,qd City Attorney Dated: 9'-3 l5/ 51Page SM019, ws RMy�_X_ Item No.(0A -1877-4 CITY COMMISSION MEMORANDUM 14064.A MARCH 10, 2014 AGENDA To: Honorable Mayor and Members of the City Commission PREPARED BY Cynthia Lindsay,Director of Finance SUBMITTED BY Norton N. Bonaparte,Jr., City Manager SUBJECT: Award of RFP 13/14-05 for Debt Collectio ervices SYNOPSIS: Approval of recommended award of RFP 13/14-05 to Penn Credit is requested to establish a qualified provider to perform Debt Collection Services for the City. FISCAL/STAFFING STATEMENT: The cost for Debt Collection Services applicable to the recommended contract award is 17.5% of the amount they are able to collect. BACKGROUND: RFP 13/14-05 was issued on November 3, 2013 to secure sealed proposals to enable the competitive selection of a qualified contractor to provide Debt Collection Services for the City. On November 26, 2013, responses of the two responding firms were opened. After review and evaluation of the responses, it is recommended that the firm Penn Credit submitted the proposal which is in the best interests of the City. LEGAL REVIEW: No legal review requested of the City Attorney. RECOMMENDATION: It is staff's recommendation that the City Commission approve the award and authorize the contract issuance to Penn Credit. SUGGESTED MOTION: "I move to approve the award of RFP 13/14-05 and to procure Debt Collection Services from the firm of Penn Credit." Attachment Tabulation Sheet L'OYva 17 „ " , 7.7 0 I =1877 February 18, 2014 REQUEST FOR PROPOSALS: RFP 13/14-05 Title: DEBT COLLECTION SERVICES Opening Date: November 26, 2013 @ 2:00PM 1 . Creditech Collection Solutions - *18% the contingency commission fee would apply to all collections. 2. Penn Credit- Primary Collections 17.50% Legal Collections 28.00% —' „Br e Service Integrity o Results Proposed Costs Penn Credit proposes the following contingent rates: Primary Collections 17.50V6 Legal Collections 28.0096 There are no additional costs above and/or beyond those stated above. City of Sanford Proposed Rates RFP#13/ 40�D��� Co0oobnDG /` / - 0�. November 26, 2013 . - ORIGINAL City of Sanford Proposal for Collection Services due: November 26, 2013 by 2:00 p.m. d.t www.penncredit.com 800.800.3328 Respectfully submitted to: City of Sanford Attn: William Smith, Purchasing Manager 300 N. Park Avenue Room 236 Sandford, FL 32772 so =187'7-1 SECTION 00410 PROPOSAL SUBMISSION FORM PART 1 GENERAL 1.01 Description The following Proposal, for (1) Debt Collection Services, RFP 13/14-05 is hereby made to City of Sanford, Florida. This Proposal is submitted by (2) Penn Credit Corporation 916 S. 14th Street Harrisburg, PA 17104 (1) Name of Project as shown in the Solicitation (2) Name, address, email address and telephone number of Proposer 1.02 The Undersigned: A. Acknowledges receipt of: 1. Addenda: Number 1 Dated 11/7/2013 Number Dated Number Dated Number Dated B. Has examined the work and all Submission Documents and understands that in submitting his/her proposal, he/she waives all right to plead any misunderstanding regarding the same. C. Agrees: 1. To hold this Proposal open for 90 calendar days after the opening date. 2. To enter into negotiations and execute a contract with the City, if awarded on the basis of this Proposal and subsequent negotiations, and to furnish required forms and insurance certificates in accordance with the Request for Proposals. 3. To accomplish the work in accordance with the Contract Documents. CITY OF SANFORD RFP 13/14-05 DEBT COLLECTION SERVICES 1.04 Miscellaneous 87 Requirements and Affirmations A. Proposals shall be on this Form and incompliance with the requirements listed herein before and after. 1.05 SUBMITTED, signed and sealed this 25thday of November , 2013 . Penn Cre • o oration Contr or ( ignature) Date Thomas F. Foley, Jr./Chief Operating Officer Printed Name and Title 916 S. 14th Street Business Address Harrisburg PA 17104 (CORPORATE SEAL) City State Zip Code 717-238-7124 717-238-0901 Telephone No. Facsimile No. procurement.department @penncredit.com Email Address ATTEST: By (Signature) Date I Rhett Q. Donagher/Manager of Sales and Marketing Printed Name and Title On the Envelope Containing Your Submission: Include the Return Address Address or Deliver To: William Smith, Purchasing Manager City of Sanford P.O. Box 1788 (300 N. Park Avenue, Room 236) Sanford, FL 32772 In the Lower Left Corner of the Envelope, Provide the Following: RFP Number: RFP 13/14-05 Debt Collection Services Open Date: November 26, 2013 Open Time: 2:00 p.m. CITY OF SANFORD RFP 13/14-05 DEBT COLLECTION SERVICES ,. _,., tr:,,,,,:,:e'7 , a e „.. . 1 1 1 Service ° Integrity ° Results A. Brief history and organizational structure o f your firm. Indicate home office location office handling account, office hours, #of employees, etc. Incorporated in 1987, Penn Credit is a collection industry leader, dedicated to recovering debts in both the public and private sector on a national level. We are a leading collection agency for numerous government and utility entities and pride ourselves on our efficient collection methods while maintaining a professional presence. Since 1995, we have been providing collection services for Florida clients similar in nature and scope to the City of Sanford and now have over 50 government clients in the state. Penn Credit is headquartered in Harrisburg, Pennsylvania, where collection of the City's accounts would take place. Our main collection floor, marketing division, management personnel, and IT department are all centralized at this one location enabling them to work in concert to provide greater efficiency in recovery and the highest yield returns. We also maintain satellite call centers in State College (PA) and Mt. Laurel (NJ), as well as sales and client service staff in Pittsburgh (PA), Palm Beach Gardens(FL), Dallas (TX), and Phoenix (AZ) staffed as follow: Penn Credit Headquarters Penn Credit Sales/Client Relations Office 916 S. 14th Street 3801 PGA Blvd Suite 600 Harrisburg, PA 17104 (111 employees) Palm Beach Gardens, FL 33410 (2 employees) Harrisburg East Call Center 1400 Randolph Street Penn Credit Sales/Client Relations Office Harrisburg, PA 17104 (20 employees) 16124 East Andrew Drive Fountain Hills, AZ 85268 (1 employee) State College Call Center 100 Scenery Park Drive Penn Credit Sales/Client Relations Office State College PA 16801 (17 employees) 15950 N. Dallas Parkway Suite 400 Dallas, TX 75248 (1 employee) New Jersey Call Center 309 Fellowship Rd Suite 104 Penn Credit Sales/Client Relations Office Mt. Laurel, NJ 08054 (18 employees) 45 S. Petrie Road Coraopolis, PA 15108 (1 employee) City of Sanford Page 1 RFP#13/14-05 Debt Collections November 26, 2013 41* 1 enn re p dist Service e Integrity 0 Results Phil Mennell, Account Executive Penn Credit's Florida-based representative, Phil Mennell will be available to meet with the City in person, during the start-up phase, to coordinate interfacing and transferring data files between Penn Credit and the City. Phil Mennell will continue to be the local representative to the City through the life of Penn Credit's contract. Hours of Operation Our client representatives are available Monday through Friday from 7:00 a.m. to 5:00 p.m. Penn Credit's collection department's operating hours are listed below. Our extended hours of operation allow us to maximize collections in all time zones. Day Start Collectors End Dialer Ends Monday 8:00 A.M. 10:00 P.M. EST 11:59 P.M. EST Tuesday 8:00 A.M. 10:00 P.M. EST 11:59 P.M. EST Wednesday 8:00 A.M. 10:00 P.M. EST 11:59 P.M. EST Thursday 8:00 A.M. 10:00 P.M. EST 11:59 P.M. EST Friday 8:00 A.M. 5:00 P.M. EST 11:59 P.M. EST Saturday 8:00 A.M. 12:00 P.M EST 11:59 P.M. EST Sunday 1:30 P.M. No live collectors 11:59 P.M. EST In accordance with the Federal Fair Debt Collection Practices Act (F.D.C.P.A), outbound calls are only made between 8AM and 9PM in the time zone where the debtor resides. Debtors may also view their accounts and make payments at any time on our website, www.penncredit.com. City of Sanford Page 2 RFP#13/14-05 Debt Collections November 26, 2013 � ' Crcdii _____ i Service ° Integrity 0 Results B. Details of qualifications of the firm and specific individuals to be assigned to the project. Identify the Project Manager and all those individuals to be assigned to the project, their roles and qualifications. Include: Name, Title, Phone #and location of office. Through our successful collection efforts on similar contracts, we have developed the management, collection staff, training, technology, customer service, safeguard procedures, and requisite knowledge to perform securely and ethically as a collection vendor for the City. Penn Credit's collection workflow is defined by the evolving accounts receivable needs of our clients and refined by Penn Credit's years of dedicated expertise in the field of debt recovery. This synchronization of committed client service and industry know-how has resulted in an unparalleled collection program. From account placement and verification, through the processes of skip tracing and debtor contact, to payment, Penn Credit's procedures have been tested, stream-lined, and enhanced for the greatest results. Code Enforcement Collections Our relevant experience as pertains to unpaid code enforcement citations and municipal liens includes collections for the cities of Miami, Pompano Beach, Hollywood (FL) and Moline (IL); as well as the counties of Osceola and Palm Beach (FL). We have initiated implementation with Marion County (FL) as the result of a recent award as well. Utility Collections Our relevant experience as pertains to unpaid utility obligations in Florida includes collections for Orlando Utilities Commission,Palm Beach County, the cities of Tallahassee, Daytona Beach, Oviedo, Boynton Beach, Deltona; Lakeland Electric; Marion County Utilities and Orange County Utilities. Parking Collections Our relevant experience as pertains to unpaid parking tickets in Florida includes collections for the Cities of Tampa, West Palm Beach, Delray Beach, Ft. Lauderdale, Boca Raton, Hollywood and Kissimmee; as well as Miami-Dade County Clerk of Courts and the Orange County Comptroller. Ambulance Collections Our relevant experience as pertains to unpaid EMS/Ambulance billing in Florida includes collections for Osceola County EMS, Delray Beach EMS, Flagler County Fire Rescue, Orange County Fire Rescue; as well as the Cities of Miami and Boca Raton. City of Sanford Page 3 RFP#13/14-05 Debt Collections November 26, 2013 ♦ ' 1 enn Credit Service ® Integrity fl Results Penn Credit interfaces with a variety of EMS billing companies including Intermedix/ADPI. Delinquent Tax and License Collections Penn Credit is experienced in the collection of business and personal tax delinquencies through our various State collections contracts including the States of Pennsylvania, South Carolina, Delaware, Connecticut, Maryland and West Virginia. PENN CREDIT TEAM to be assigned to the City Donald C. Donagher,Jr., Chief Executive Officer 561-346-3812 (Harrisburg Office/Palm Beach Gardens Office) Mr. Donagher is a tremendously successful self-made entrepreneur who has been an active leader in all facets of the collection industry for more than 30 years. He is a member of ACA International's "Committee of 100", whose membership is comprised of the leaders of the top 50 collection agencies in the United States. Mr. Donagher has been the recipient of the Beacon Award from ACA International, and received the prestigious Dr. Martin Luther King Community Leader Award from the City of Harrisburg (Pennsylvania). Most recently, he received the 2012 Harry Strausser Jr. ACPAC Ambassador Award from ACA International. In addition to proudly serving his country and receiving an honorable discharge from the U.S. Army, Mr. Donagher has received recognition countless times for his many entrepreneurial accomplishments and service as a Board member by Pennsylvania's Capital Regional Chamber of Commerce. In his role as Chief Executive Officer, Mr. Donagher is responsible for establishing the strategic vision for Penn Credit and ensuring the company retains its strong leadership position in the collections industry. Thomas F. Foley,Jr., Chief Operating Officer 800-800-DEBT ext. 3005 (Harrisburg Office) Mr. Foley has had a truly unique experience in his more than 25 years in the collection industry. He began his career with Penn Credit as an intern and successfully assumed a number of increasingly responsible positions that prepared him well for his present role as Chief Operations Officer. Over the course of his career Mr. Foley has gained extensive background and experience in managing a wide-variety of various governmental receivables and debt portfolios. City of Sanford Page 4 RFP#13/14-05 Debt Collections ,_. November 26, 2013 enn re p dist Service ® Integrity m Results He has also served as an original member of the Information Access Technologies (IAT) Vendor Advisory Council on Dialer Technology Development. In this capacity,Tom had the responsibility of helping to guide the development and refinement of today's collection industry dialer technology. In his role as Chief Operations Officer, Tom is responsible for planning, prioritizing, organizing, coordinating, directing, and facilitating the day-to-day operational activities of Penn Credit's line operating departments and the actual attainment of all established business, collection, and sales. Thomas Perrotta, Vice-President of Collections 888-725-1697 (Harrisburg Office) Mr. Perrotta has more than 30 years of debt collection industry experience. In 1995, he joined Penn Credit as our Collections Manager and later was promoted to his current position as Vice-President of Collections. He is a graduate of St.Joseph's University located in Philadelphia, Pennsylvania where he received his B.S. degree in Business Management. Tom has earned the following ACA certifications; Certified Collection Compliance Officer (CCCO), Train the Trainer, and ACA Scholar In his role as Vice-President of Collections,Tom is responsible for a wide range of activities which include maintaining production and revenue goals; hiring, on-going collector training, ensuring all established recovery goals are achieved; overseeing and developing the various collection techniques employed by Penn Credit's recovery operations; providing guidance and making recommendations to executive management on policy, processes, and/or procedures required to improve collection productivity; maintaining an ongoing quality control program to ensure compliance with all laws, regulations, statutes and contractual requirements on behalf of Penn Credit's clients; serving as a the company's key liaison with outside auditors; and developing viable solutions to address client requests. Bruce Hower, Vice-President of Client Relations 800-720-7292 (Harrisburg Office) Mr. Hower has spent the last 14 years in the collection industry after an accomplished career as a customer service executive with Mercedes Benz for more than 14 years. He has the unique distinction of having received the "Top Service Honors" award, selected from all Mercedes Benz service facilities in North America. City of Sanford Page 5 RFP#13/14-05 Debt Collections November 26, 2013 ® ' enn Credit Service ° Integrity ® Results Bruce attained an Associates Degree from Vale Technical Institute, and later received intensive customer service training and specialized owner communication training from Mercedes Benz. He also has received a myriad of collection industry training through ACA International. In his role as Vice President of Client Relations, Bruce is responsible for the leadership, management and direction of all aspects of Penn Credit's sales and client relations operations. It is here where he excels due to his consummate professionalism,operational knowledge, and unending dedication to the needs of our clients. His special talents in this area have proven most instrumental in Penn Credit's ability to maintain our long- standing business relationships with so many of our clients. Donald E. Burkhart, Vice-President of Information Technology 800-800-DEBT ext. 3010 (Harrisburg Office) Mr. Burkhart has been associated with the collections industry for more than 20 years. He began his career with Penn Credit as a Computer Programmer where his primary focus was on the development of customized collections software. The dimensions of his position and corresponding responsibilities increasingly grew as technology advanced and the demands of the collections industry grew. Don currently holds the position of Vice President of Information Technology. In this capacity his responsibilities include managingthe IT Department;advanced programming; network administration; web design; operational analysis; special projects; technical assistance to sales and client relations; and advisor to executive management on systems and technology integration and advancement. Phil Mennell, Account Executive 800-720-7295 (Palm Beach Gardens Office) Penn Credit's Florida-based representative, Phil Mennell will be available to meet with the City, in person, during the start-up phase, to coordinate interfacing and transferring data files between Penn Credit and the City. Phil is an active participant with the Florida Parking Association and Florida Government Finance Officers Association (FGFOA). City of Sanford Page 6 RFP#13/14-05 Debt Collections November 26, 2013 ♦ ' Penn Credi Service ° Integrity ° Results C. In order to be considered, any agency submitting a proposal must certify that: 1. The services shall be provided by properly licensed, bonded and trained personnel. Licensing Penn Credit is licensed to — and does — perform collections in all 50 United States as well as Puerto Rico. All licenses and registrations are available for review at any time. Bonding Penn Credit maintains comprehensive insurance coverage and bonding to protect its interests and the interests of its clients in the collection of delinquent debts. Our employees are bonded to protect against employee dishonesty, forgery, fraud, and loss of funds. Training Training of new employees is an up-front investment and is essential to any successful collection program. Not only does the training result in higher collector success, but it also leads to greater customer service. Penn Credit takes pride in our recruiting and training practices.They are a valuable part of our success and allow us to educate staff to the highest degree of efficiency. Our highly trained management team continues to foster and develop the most effective training program through obtaining information from industry resources and observing our own collection programs in action. We offer a training program that includes text materials, workbooks, examinations, and practice exercises using customized collection training software. Training content is carefully arranged and organized in a logical manner,with one topic flowing into the next. The program is presented in a manner that ensures that new employees fully understand each topic before moving onto a new topic. Material not understood is reviewed and re- tested. All Penn Credit employees are thoroughly trained in federal,state,and local laws applicable to collection activities. Industry-specific training is provided when collectors are assigned to industry-specific projects. Each assigned collector is trained specifically in the industry collection process and to understand all terminology associated with relevant regulations and laws that govern the industry. City of Sanford Page 7 RFP#13/14-05 Debt Collections November 26, 2013 41k1* enn re dot Service ® Integrity 0 Results Experienced collectors come off the collection floor bi-monthly to attend training sessions in advanced collection techniques. If laws change or are updated,training on the changes is conducted immediately. During all training sessions, we maintain a 1 to 5 ratio of training staff to collectors. On the collection floor, we have a 1:10 ratio of managers to collectors, enabling constant monitoring of each collector's interactions with debtors. It is Penn Credit's goal that all collectors attend ACA Certification classes to become ACA certified within 8 months of hire. ACA certification includes extensive training in FDCPA and professional telephone techniques. Our Vice President of Collections is an ACA Certified Credit, Collections Compliance Officer(CCCO), and is an ACA Scholar Recipient. All Penn Credit trainers are ACA Certified Trainers; and all Division Managers are ACA Certified Trainers. All training is reinforced by management on a daily basis 2. Such services shall be provided in accordance with all applicable federal, state and local laws, ordinances, regulations, and rules. The debt recovery industry is covered by a multitude of laws and regulations. Penn Credit understands the importance of staying abreast of and complying with all applicable federal, state, and local laws and regulations. We are keenly aware that our debt recovery practices directly reflect on our clients; therefore, collectors are required to adhere to strict ethical and professional standards. We believe that the collection staff must understand what is expected of them, maintain high quality in their work, and give our clients the best collection effort possible. It is the responsibility of management to give the collection staff the proper tools, training and follow up to assure their success. Our management staff is very active in the daily routine of its collection staff and monitors their performance through group and individual training sessions, verbal quality audits through voice recording/monitoring technology, and work standard audits; compliance is assured through regular monitoring of all collectors and immediate follow up on any complaints or disputes. Penn Credit is in compliance with all applicable Federal and local laws as well as with all Florida collection laws and requirements, and will remain in compliance throughout the contract period. City of Sanford Page 8 RFP#13/14-05 Debt Collections , November 26, 2013 � ' Penn re dmt r Service Integrity ® Results 3. Such services will be considered in a manner so as not to reflect unfavorably upon the City of Sanford. Penn Credit is a leading collection agency for many municipal and government entities, and we pride ourselves on our efficient collection methods while maintaining a professional presence. Our renewed/extended/enhanced contracts with Palm Beach County; Orange County EMS, and Orlando Utilities Commission; as well as the cities of Delray Beach, and Miami speaks to the level of client satisfaction Penn Credit strives to achieve. 4. "The successful contractor(s) must operate in accordance with ethical collection practices and obey all laws including, but not limited to, the Federal Fair Debt Collection Practices Act and the Florida Consumer Collection Practices Act." Penn Credit adheres to the Federal Fair Debt Collection Practices Act and the Florida Consumer Collection Practices Act as well as: • Gramm-Leach-Bliley Act (15 U.S.C., Subchapter 1, §6801-6809) • Consumer Credit Protection Act (15 U.S.C. 1601 et seq.) • Fair Credit Reporting Act (15 U.S.C. § 1681 et seq.) • The Privacy Act of 1974, as amended (5 U.S.C. § 552a) • Health Insurance Portability &Accountability Act (HIPAA) • Family Educational Rights and Privacy Act (FERPA) • Health Information Technology for Economic and Clinical Health (HITECH) • Immigration Reform and Control Act of 1986 (IRCA) • Fair Labor Standards Act and Federal minimum wage laws • OSHA regulations Prior to commencing work for Penn Credit, each collector must learn and understand the requirements as outlined in the Fair Debt Collection Practices Act and all other applicable regulations; an acknowledgment of the collector's understanding of requirements must be completed and signed by the collector prior to commencing collection efforts. Further, Penn Credit is a strong supporter of ACA International's policies and educational programs. We have adopted their Code of Ethics and Code of Operations, and a link on our website leads to their popular public awareness and assistance tool,Ask Doctor Debt. City of Sanford Page 9 RFP#13/14-05 Debt Collections November 26, 2013 enn Credit Service 0 Integrity ° Results D. Current/past performance in similar activities —Provide a list of all public and private agencies for which you or your company has provided similar services over the last five (5) years. Include in your list: Client Orlando Utilities Commission Address 500 S. Orange Avenue Orlando, FL 32802 Contact person name, Title Melissa Stephenson, Collections Manager Telephone number 407-434-2227 Email address mstephenson @ouc.com Period of contract 2002 to present $ Value of contract $2M placed per year The collection rate or percentage 12% recovery rate Services offered Collection of utility and miscellaneous accounts receivable Client Orange County Comptroller's Office Address 201 S. Rosalind Avenue Orlando, FL 32801 Contact person name, Title Sean Polland, Treasury manager Telephone number 407-836-5755 Email address sean.polland @occompt.com Period of contract 2012 to present $ Value of contract $60K placed per year The collection rate or percentage 20% recovery rate Services offered Collection of Parking Violations Client Orange County Utilities Address 9150 Curry Ford Road Orlando, FL 32825 Contact person name, Title Tim Armstrong, Division Manager Telephone number 407-254-9745 Email address tim.armstrong @ocfl.net Period of contract 1998 to present $ Value of contract $1M placed per year The collection rate or percentage 24% recovery rate Services offered Collection of Delinquent Water receivables City of Sanford Page 10 RFP#13/14-05 Debt Collections November 26, 2013 ® ' enn Credi Service ® Integrity ° Results E. The proposer shall address the priority of the project regarding staff availability and indicate ability and commitment in ensuring the project or services will be performed in a timely fashion and completed on time. Provide a listing of current and projected workload. The proposer shall include a graph or other informational diagram/format indicating the allocated and available man hours. With Penn Credit's current staffing and upcoming new client implementation schedule, Penn Credit will be able to offer a streamlined set up and placement process to the City. January 2014-Penn Credit Implementation Staff Workload(160 Hours available per person) Philip Mennell Bruce Hower Brett Templin Don Burkhart Richard Topalian (Client Relations) (Client Relations) (Client Relations) (Information Tech.) (Information Tech.) New Client#1 0 15 3 15 8 New Client#2 0 10 12 13 5 New Client#3 22 2 4 10 1 New Client#4 8 8 8 5 10 New Client#5 0 10 10 15 10 Total Used 30 45 37 58 34 Available Hours 130 115 123 102 126 City of Sanford Page 11 RFP#13/14-05 Debt Collections 41V4November 26, 2013 Penn Cr Service o Integrity ® Results F. In addition to the answers to specific questions above, the City is interested in the reasons you believe your firm should be selected for this project. In particular, the City is interested in the unique capabilities of your firm and the individuals that distinguish your firm. Be specific and relate this discussion to how the City will benefit from your selection. What sets Penn Credit apart from our competitors: • Over 25 years experience collecting government debts • Over 50 active government clients in Florida • Professional collection staff trained in municipal/government debt collections • Long term collection relationships with our continued clients • Collections and IT systems developed and maintained in-house • Hands-on owners • Established corporate structure ensures effective communications between Penn Credit and the City • Regular evaluations of: • Trends • Collection results • Program improvement based on joint review efforts and solutions • Regular in-person meetings • Smooth transition of accounts via proven implementation processes • Uninterrupted, seamless transfer of business • Continuity of service City of Sanford Page 12 RFP#13/14-05 Debt Collections November 26, 2013 enn re dist Service ® Integrity ° Results PROJECT UNDERSTANDING, PROPOSED APPROACH AND METHODOLOGY A. Define what services your company is proposing to best serve the City of Sanford's needs. State your project plan, your firm's interpretation of scope and method of approach, and provide a clear and concise explanation on how amounts are to be paid by debtor to the collection contractor and how and when amounts are to be paid by the collection contractor to the City. Provide an implementation schedule;describe your firm's collection technique for residents and non-resident debts. Provide samples of pre-scripted messages. Provide a detailed outline of the tasks associated with each element of the scope of services described above, including any additional tasks that the proposer may choose to identify and describe. Penn Credit's Workflow Penn Credit's collection workflow is defined by the evolving accounts receivable needs of our clients and refined by Penn Credit's years of dedicated expertise in the field of debt recovery. This synchronization of committed client service and industry know-how has resulted in an unparalleled collection program. From account placement and verification, through the processes of skip tracing and resident and non-resident debtor contact, to payment and remittance, Penn Credit's procedures have been tested, stream-lined, and enhanced for the greatest results. Upon award of contract, Penn Credit will begin project implementation, working with the City to configure a regular exchange of accounts and reports based upon the City's existing databases. This process ensures that the resources expended by the client are minimized going forward. After implementation, Penn Credit is able to begin account activation and verification immediately upon the City's placement of accounts for collection. Initial Contract Set-Up (Days 1-5) • Contract documentation is completed and returned • Penn Credit implementation team has an initial meeting with City staff • Review service requirements, communication procedures, quality control measures and work standards • Confirm placement media, data security procedures, account types and volume, and any customized collection procedures • Discuss requested reports, data files and transfer of funds • Review material for inclusion in Penn Credit's client-specific training/procedures manual • Review litigation preparation requirements and procedures (optional) City of Sanford Page 13 RFP#13/14-05 Debt Collections November 26, 2013 enn re dist f ' vJ Service ® Integrity 0 Results • Information obtained during this meeting is used to create client numbers in Penn Credit's collection system Data Transfer Implementation (Days 6-10) • Penn Credit's IT staff has initial meeting with the City; obtains record layouts for applicable data files • Penn Credit's IT staff creates custom software to convert accounts according to the City record layouts Data Testing (Days 11-20) • Penn Credit will test data transfer and conversion processes according to City policies and timelines Placement of Accounts (Day 21) • The first new referral file is transferred to Penn Credit • Accounts are loaded into Penn Credit's collection system • The account is then electronically transferred into an automated process and 'scrubbed' for the following: • Standardization of name and address for postal regulation requirements • Name and address are processed through National Change of Address (NCOA) • Phone Append • Bankruptcy and deceased scrub • When an account is found to be bankrupt in the initial scrub, the information is placed on the account and the account is flagged before letters are sent in order to comply with bankruptcy law • When an account is found to be deceased in the initial scrub, the information is placed on the account and the account is closed and returned to the City pursuant contractual requirements Remittances to the City Penn Credit is able to remit payment to the City in any format and at any interval as desired. The City may request check or ACH payments on a daily, weekly, or monthly basis. City of Sanford Page 14 RFP#13/14-05 Debt Collections November 26, 2013 V at Penn re i Service • Integrity • Results Sample Scripts Dialing Pitch The following statement must be said on all communication, including inbound, outbound, third party's leaving messages, and wrong number notifications. All Inbound Calls " Hello;this call may be monitored or taped for quality control purposes; my name is [collector name]. How may I help you?" All Outbound Calls Hello, this call may be monitored or taped for quality control purposes. Is [debtor name] available? Once you identify the caller as the debtor, proceed with the Mini-Miranda and the rest of the pitch. If you need to probe or leave a message, use ONE of the following: Is there a better time to reach [debtor name]? or Is there a number that I can reach [debtor name] now? or Are you able to get a message to [debtor name]? Leaving a Message Hello, this call may be monitored or taped for quality control purposes" this message is for DEBTOR NAME. My name is and I can be reached at [phone number]. Proper Identification includes asking for the person by his/her complete name, verifying the address, and verifying the social security number, (If available). If you are unable to verify the person as the responsible party, DO NOT disclose the bill or any information about the account. City of Sanford Page 15 RFP#13/14-05 Debt Collections November 26, 2013 4V-* enn re p dist Service ® Integrity 6 Results Opening Pitch The following two paragraphs must be given with every pitch. Mr./Ms./Mrs [debtor name], my name is [collector name] from Penn Credit. This is an attempt to collect a debt and any information obtained will be used for that purpose. This call is concerning your account with [client name] your balance is [$$ balance]. At the present time my client is asking me to make a decision whether or not the bill will be PAID IN FULL on an immediate basis. Pause for the debtor's response Repeat the debtor's response. I understand your problems, however unfortunately our client is asking for PAYMENT-IN- FULL on an immediate basis to avoid any additional collection action. Listen. If the balance is over$350, proceed with exploring sources of income and other information: If the debtor is unable to pay the bill in full, ask: How much can you pay at this time? When can you PAY IN FULL? How many months do you need to PAY IN FULL? Sources of income: Where do you work now? Where does your spouse work? If the answer is that they do not work, try to determine the source of any support income. What is your income now? Where do those checks come from? When do you receive those checks? Now that you know the debtor's income, you are now able to properly qualify the debtor for a continued demand for BALANCE IN FULL or a reasonable payment arrangement. When the debtor's circumstances indicate that we should be firm in our demand for the BALANCE IN FULL, you need to lead the debtor to the source of money needed to pay the balance in full. City of Sanford Page 16 RFP#13/14-05 Debt Collections , N ,- ovember 26, 2013 441 � 0 t enn re Service ® Integrity a Results Which bank or finance company do you do business with now? Where is your car/truck financed? Are your payments up to date with each of these? What do you think [lender name] would tell you if you asked them to lend you this money Y Y Y Y today? You may have to explain that they can get additional money, even though they still owe on an existing loan. Once you have established that the debtor has the ability to borrow the money necessary to pay in full, stick to your demand for the balance in full until the debtor proves to you that they are unable to raise the money. When an arrangement is to be made with a debtor, it is necessary that you determine the method that the debtor uses to pay bills. In this way you may then determine the urgency method that you will pursue to get the debtor's money. How do you usually pay your bills: by check, credit card, or money order? If by check, then pitch direct-check over the phone or post dated checks. If by credit card, then pitch Visa, MasterCard, Discover Card(all payable over the phone) If by money order, then pitch Overnight courier, Western Union, or MoneyGram Always firm up and close the arrangement. Have the debtor repeat the arrangement. Have the debtor repeat the address. Offer the telephone number where you can be reached. Closing Pitch Mr./Mrs./Ms. [debtor name], we have made an arrangement to satisfy your just debt. We ask no more nor less than what has been agreed upon. You must understand that if you do not keep your arrangement that the balance of the bill will immediately become due in full. Do you have any questions? Thank you for your cooperation. City of Sanford Page 17 RFP#13/14-05 Debt Collections November 26, 2013 44 enn re p dist Service ® Integrity 0 Results B. Describe in detail your firm's debt collection procedures&policy for account management. Information should include but not be limited to acceptance of checks, closed accounts, skip tracing, credit checks, and insufficient funds. Include how your firm complies with various local, state and federal laws pertaining to debt collection. Initial Account Placements Following the City's requested timeline for account placements, Penn Credit will transfer all activated account information from the City's databases to Penn Credit's secure in- house database servers. These accounts are loaded into our collection system the same day they are received. Upon receipt of accounts,Penn Credit's collection system will generate an acknowledgment report to be sent to the City's office and begin to scrub all accounts for the following information: • Standardization of name and address for postal regulation requirements • Name and address are processed through National Change of Address (NCOA) and: • addresses are verified as correct, or • addresses are verified as incorrect, or • addresses are verified as incorrect and correct addresses are found • Phone Append • Bankruptcy and deceased scrub If the account has a good address, the first letter is automatically generated and mailed to the debtor. This letter serves to inform the debtor of placement with Penn Credit and notification of the debtor's rights as outlined by federal and state laws. If the address provided with the account is incorrect or out-of-date,the account will enter Penn Credit's skip tracing process. If the account has a good phone number, collectors will begin attempting to contact debtors multiple times per week during the hours deemed appropriate by federal and state laws. If the phone number provided with the account is incorrect or out-of-date,the account will enter Penn Credit's skip tracing process. Assignment of Accounts In order to promote the greatest degree of efficiency among collectors, Penn Credit's collection system utilizes account routing parameters based on account classification and balance range. Management actively monitors the call lists for our automated dialing collectors and the work queues for our assigned account loop collectors on a regular City of Sanford Page 18 RFP#13/14-05 Debt Collections , , November 26, 2013 enn Credit Service ° integrity e Results basis, ensuring that the volume of accounts is not larger than appropriate. Collectors and supervisors work as a team, assisting one another with incoming calls and resolving disputes when required. This flexible and cooperative environment ensures that production levels are being met and customer service levels are being exceeded. Collection Tools and Resources Penn Credit has four calling strategies at our disposal: a proprietary automated calling/ payment system, a predictive dialing platform, a "Confirmed Party Contact" system, and our loop collection protocol. Predictive Dialing Platform This predictive dialing platform predicts the availability of the collector's next call— and adjusts dialing volumes accordingly—so that the answering party is immediately transferred to an available collector.This method ensures the party is unaware that he/she has been on an automated call and is more willing to begin discussions with the collector. This system allows one (1) collector to contact up to 35 debtors an hour, effectively and efficiently increasing Penn Credit's "'collector to debtor" ratio. D.A.V.I.S. (Digitized Automated Voice Intelligence System) This system utilizes Interactive Voice Response (IVR) technology and makes calls from 9:00 a.m. to 9:00 p.m. in the time zone where the debtor resides. Upon contact debtors are provided with their account information and available payment options. While using the D.A.V.I.S. system, any debtor has the ability to speak to a live collector at any time by following the instructions built into the system; further, D.A.V.I.S. is capable of providing debtor interaction in both Spanish and English to aid bi-lingual collection needs. Confirmed Party Contact Our Confirmed Party Contact system builds upon the aforementioned technologies (primarily,the D.A.V.I.S. system) by prompting a qualification question which allows us to verify that the individual who answers the call is the debtor. The call is then immediately transferred to an available collector,allowing our collection team to communicate directly with the "Confirmed Party." Loop Collection Protocol This collection practice assigns ownership of accounts to individual collectors, making these collectors responsible for the collection of the account. The collector to whom the account is assigned performs the majority of collection activity on the account; and if additional skip tracing beyond our waterfall process is required, the collector has access City of Sanford Page 19 RFP#13/14-05 Debt Collections November 26, 2013 fir_ enn re dist 1 Service e Integrity ® Results to several online resources to acquire new contact data. This loop method creates a relationship between the collector and debtor, promoting a more cooperative series of exchanges and increasing the likelihood of repayment. To further the efficacy of the loop collection protocol, a direct toll free number is included on all letters sent to the debtor. Loop collectors notate in the collection system what has been accomplished after working an account,they also have the ability to tag a specific priority based on the outcome.This process drives Penn Credit's organization of the work schedule, for example: Payment Arrangement Established: the account is tagged as a payment plan priority and is grouped with other payment plan accounts for monitoring through payment in full by the collector. Should a payment plan be broken, the collector will be alerted by the collection system and immediate follow up will occur. Follow Up Appointment:the account is tagged as a priority for the collector to follow up at a specific date and time. The collector will be alerted to any follow-up appointment by a system generated notification. Difficult to Reach: the account is tagged as a difficult to reach priority if the collector has determined that they are calling the best possible phone number available, however they have not obtained debtor contact.These accounts will receive calls at varied times by the loop collector and automated dialing collectors will also be used. Skip Tracing: the account is tagged as a skip tracing priority when additional contact information is needed to reach the debtor. To maximize debtor contact, the collector will perform the majority of skip tracing during non-peak hours. While the loop method is highly successful, other calling strategies are used concurrently to work these accounts, complementing the loop collection system. Results Together, our automated dialing systems can generate 1,000 calls per minute and more than 700,000 attempts per day utilizing 500 phone lines. All "busy signal" calls can be redialed every fifteen minutes, and "no answer" calls can be redialed every two hours up to the time allowed by the Federal and State regulations. Repeat calls can be made every three (3) days after contact with no account conclusion. Management also staggers call times throughout the day and rotates dialing platforms to optimize high debtor contact. City of Sanford Page 20 RFP#13/14-05 Debt Collections 4 November 26, 2013 ' i 1 enn re i Service ® Integrity 9 Results Contacting Debtors by Telephone Penn Credit's contact with debtors via telephone is essential to Penn Credit's successful recovery process. Our calling platforms combine the speed and efficiency of automated calling with compliance for state and federal law. While incoming calls are instantly transferred to available collectors, the calling system also guarantees that all outbound calls are within guidelines established by federal and state law, ensuring that no phone calls are made before or after approved hours. Penn Credit's telephone systems also have numerous quality assurance mechanisms: 1) management has the ability to monitor collection calls by listening to, participating in, and even taking over of the call when necessary; 2) a call/screen shot recording system records every phone call and collector computer screen for archival and quality control purposes; and 3) multi-lingual capabilities,the D.A.V.I.S. system allows the user to interact in English and Spanish; further, collectors can easily transfer a call to a collector who speaks the appropriate language. While the main purpose of debtor contact is to collect a debt, Penn Credit also takes each debtor contact as an opportunity to maintain the relationship the debtor has with the City. Penn Credit's collectors are trained not only to obtain payment-in-full in every possible scenario, but also to prevent disputes, escalations, and complaints. It is in the best interest of all parties that each attempt at recovery is polite, patient, and proactive—imbuing a potentially unpleasant situation with a more productive agenda and empathetic tone. Payment Standards Payment in full is requested by Penn Credit collectors on each and every contact on all accounts. Should the debtor not be able to make a full payment, our collection representative will begin qualifying the debtor through several financial questions to determine sources and levels of income, payday frequency and other debts/obligations. The collector will use this information to determine a fair and reasonable payment plan (in the absence of contractual obligations) for the debtor and that will ensure the Client recovers the debt. City of Sanford Page 21 RFP#13/14-05 Debt Collections November 26, 2013 441V4 Service o Integrity o Results Penn Credit demands that all staff members show respect for the debtor and adhere to the following philosophy: "We will educate debtors and provide them with a method and opportunity to repay their debt. We will always take into consideration hardship cases in order to protect the dignity and rights of the debtor." - Richard S. Templin, President Our collectors generally follow a standard guide when setting up payment agreements. This guide is adjustable to meet client needs and wishes, when necessary. Debt Amount Schedule Debt Amount Schedule Under$35 Payment in full $ 501 - $ 900 5 payments $36 - $75 2 payments $ 901 - $1350 6 payments $76 - $150 3 payments $1351 - Up 8 payments $151 - $500 4 payments Collectors make sure that debtors understand that they must stick to the agreed-upon payment plan or the entire amount is due. Penn Credit's internally developed collection system automatically identifies accounts for which a payment has not been submitted within 24 hours after the payment due date. The system notifies the appropriate collector who then immediately follows up by contacting the debtor. All plans and postdated check or direct-check agreements generate automated letters a set number of days before each due date so debtors do not forget. Acceptable Methods of Payment Penn Credit places great emphasis on the importance of recovering the City's portfolio. In addition to traditional methods of payment such as cash, bank check, certified check, and money order, we accept the following electronic methods of debtor payment: • Credit Cards • Check By Phone • Western Union, Quick Collect & MoneyGram • Bank Wire • Internet City of Sanford Page 22 RFP#13/14-05 Debt Collections November 26, 2013 enn re p dist Service ° Integrity ° Results Skip Tracing Successful skip tracing is an essential part of Penn Credit's collection strategy; therefore, we subscribe to a wide range of skip tracing products and national databases (Lexis/ Nexis, CBC Innovis). After the initial placement, accounts are "scrubbed" for address verification (NCOA), phone append, deceased and bankruptcy verification. Once the account information is confirmed, the collection process begins; however, if at any time the contact information is determined to be incomplete or incorrect, the account will be placed in our automated "Waterfall" skip tracing process. Each step in this "Waterfall" process utilizes a new skip tracing product. The steps and information provided are progressively more intensive and detailed than the previous. The account will proceed from step to step until the appropriate information is obtained and successful contact is made with the debtor. Penn Credit's waterfall skip tracing process may be utilized at any point during the collection process, ensuring that Penn Credit maintains contact with debtors until the amount owed the client has been recovered. Further, our assigned account Loop collectors are provided access to several internet based skip tracing resources at their work stations, enabling them to perform individual skip tracing. Lexis Nexis®/Accurint: This is an on line skip-tracing tool that collectors will use in attempting to locate a skipped debtor. This tool provides social security verification, address verification, phone number verification, reverse look-up, same names, and same addresses if under a different name. The collector will work all leads to conclusion. Penn Credit utilizes the following data security measures to protect against unauthorized access to individuals information. Asset Verification:The collector will attempt to verify and locate as many assets as possible in the course of using all available skip-tracing tools. If liquid assets are located (place of employment in wage attachment state, ownership of property, checking and/or savings account, ownership of cars, boats, slips and stocks), we will forward a suit/garnishment request form to the County with all asset/employment information attached. Credit Bureau Reports: The collector will pull credit reports when the balance of the account meets minimum guidelines. The collector will review the report for possible places of employment, new updated addresses, and any other information that may lead to debtor contact. The collector will follow all leads to conclusion. City of Sanford Page 23 RFP#13/14-05 Debt Collections November 26, 2013 ® ' enn re i Service • Integrity • Results Motor Vehicle Records: In those states where permitted, the collector will contact the DMV for the most current address the debtor has his/her license registered.The collector will follow all leads to conclusion. Criminal Records: If the collector has knowledge of a debtor's criminal record, they may contact the state to obtain location information. In doing so,the collector will try to locate the debtor's probation officer. The collector is trained in obtaining location information as outlined by the FDCPA. License Records:These records contain multiple types of licensing and public information the collector may use to locate the debtor. If the collector knows that the debtor is a professional who requires a license to practice, the collector may call the state authority of that organization. If the debtor is a current member, the organization will have record of where they are practicing. Voter Records / Registration: In most states, a person cannot register to vote at a mail box;the person must provide a physical street address. In most cases,voter registration is public information and this record will provide the collector with a physical street address registered under the debtor's name. Tax Assessment: The Tax Assessors Office will provide ownership of property by name, parcel number and address. It will also provide what address the taxes are sent to. The collector will follow all leads until conclusion. State Corporation Information: This skip tracing tool is at the state level and will list if the corporation is listed as a domestic or foreign corporation, Attorney of Incorporation, Officers, and address for service. The collector will use this tool in working business and corporate accounts. Directory Assistance: In the use of online directory assistance tools,the collector will look for the exact name at the address of record and, if not listed, a same last name at the address of record. If there is not a listing for the debtor or same name at the address of record,the collector will look for the same exact name in the given city. The collector will follow all leads developed through directory assistance tools until conclusion. City of Sanford Page 24 RFP#13/14-05 Debt Collections , November 26, 2013 Penn Credi Service ° Integrity e Results Insufficient Funds Penn Credit currently utilizes ACH check conversion technology; all checks and money orders received at our office are digitally scanned, processed electronically as an ACH transaction and secured until shredding. Any checks returned to us as "non-sufficient funds" will be reversed back onto the debtor's account. This ACH check conversion process will monitor the debtor's account and will process the payment when funds are available, this will post the payment on our system. Should all efforts in the process be exhausted without a payment being obtained, a notice will be sent to the debtor regarding the NSF and any bank fees that have been added (within state laws). Further, members of the collection staff will follow up with immediate telephone contact. Contacting Debtors by Mail All cases with valid mailing addresses, regardless of balance or age, receive collection letters according to County guidelines. While collection letters are not the only focus of our collection process, letters are designed in a specified sequence, at specified times, and according to specific circumstances, generating the most meaningful communication with the debtor. A collection contact followed by a meaningful, well- timed letter offers a better collection impact than a stand-alone collection notice. Our letter series includes the initial validation notice and progressively more demanding follow-up letters. The initial demand letter has three main purposes: • To advise the debtor that the account has been assigned to Penn Credit • To provide notice of the debtor's rights established by the FDCPA and applicable state laws • To prompt payment Accounts with active payment plans will receive monthly letters and those with a post- dated check plan receive a reminder notice a set number of days before the process date. We are always willing to customize letters for clients as permitted within legal guidelines. Penn Credit will obtain County approval of all collection letters prior to their use and we will obtain approval before making any changes to collection letters sent out to debtors. City of Sanford Page 25 RFP#13/14-05 Debt Collections November 26, 2013 enn r p d Illt e Service • Integrity o Results Sample Collection Letters Penn Credo t NOTICE OF COLLECTION GI ,I , MM/DD/YYYY Hours: Mon-Thur Barn-10pm EST ACA Fri 8am-5pm EST CLIENT:[Client Name] Sat 8am-12pm EST ID NUMBER: [Account Number] I II Phone: 800-900-1382 TOTAL BALANCE DUE:[$###.##] II Our client has referred your delinquent account(s)referenced below for collection.Our client is serious about collecting all monies owed them and I am sure your intentions are to honor your debt.Send payment using the enclosed Y envelope or you I may go online to http://account.penncredit.com make payment or contact our office to pay over the phone.Contact our office if you are unable to pay the amount due. Unless you notify this office within 30 days after receiving this notice that you dispute the validity of this debt or any portion thereof,this office will assume this debt is valid.If you notify this office in writing within 30 days from receiving this notice that you dispute the validity of this debt or any portion thereof,this office will obtain verification of the debt or obtain a copy of a judgment and mail you a copy of such judgment or verification.If you request this office in writing within 30 days after receiving this notice this office will provide you with the name and address of the original creditor,if different from the current creditor. This is an attempt to collect a debt by a debt collector and any information obtained will be used for that purpose.The important rights included above apply to each account individually and you have the right to dispute any or all of the accounts included in this notice.In the event you choose to exercise your important rights included above please indicate which account(s)you are disputing. SERVICE RENDERED SERVICE DATE ACCOUNT NUMBER BALANCE MM/DD/YYYY [Account Number] [$###•##] JI I 111111111M1111111111 i DETACH AND RETURN WITH PAYMENT TO EXPEDITE CREDIT TO YOUR ACCOUNT F PAWNS BY VISA.MASTERCARO OR MOWER,Fill.our BELOW P.O P.0 Box 1259, Department 91047 Oaks, PA 19456 DvlsA'.'.�:' ❑MASTERCARD ❑nscoven CHANGE SERVICE REQUESTED "°""" IIIIIIIIIIIIIIII IIIIIIIIIIIIIIIIIIIIIIIIIIIll MTVIAR.RE Visit http://account.penncredit.com to pay your bill online. Payments received by check will be electronically deposited,unless you pay by non-consumer type check.You may opt out of this program by paying with a money order or a travelers check.In the unlikely event your check(payment)is returned unpaid,we may elect to electronically(or by paper draft)re-present your check (payment)up to two more times.You also understand and agree that we may collect a return processing charge by the same means,in an amount not to exceed that as permitted by state law. ID NUMBER:CO206277 91203-1 #BWNJHBY PENN CREDIT #9042727300351540# 916 S 14th ST [Debtor Name] PO BOX 988 [Address Line One] HARRISBURG PA 17108-0988 [Address Line Two] IIrr1111r111rIIlIIIIrr11111111IIrIIIIIrrIIIrIIrIr1111rII1111r1 1IIIIIIIIIIIIII11111III rI IIIIIIII II 1111111 1 11l1 11 11111ll • 91203-NEW-1 City of Sanford Page 26 RFP#13/14-05 Debt Collections November 26, 2013 fi o I' l Penn ! $rOIIt Service a Integrity to Results PennCredit MM/DD/YYYY Hours: Mon-Thur 8am-10pm EST ACA Fri 8am-5pm EST CLIENT: [Client Name] Sat 8am-12pm EST ID NUMBER: [Account Number] Phone: 800-900-1381 TOTAL BALANCE DUE:[$###.##] REQUEST FOR PAYMENT Failure to contact our office leads us to believe that you do not have intentions of resolving your just debt. If you are unable to pay in full,settlements and/or payment arrangements may be available. We will do our best to work with you. Please contact our office today,or go online to account.penncredit.com or send payment in full in the enclosed envelope. This letter is from a debt collection agency. This is an attempt to collect a debt. Any information obtained will be used for that purpose. SERVICE RENDERED SERVICE DATE ACCOUNT NUMBER BALANCE MM/DD/YYYY [Account Number] [$###.##] 1 i 111111 III1111I1II1111111IIIIII DETACH AND RETURN WITH PAYMENT TO EXPEDITE CREDIT TO YOUR ACCOUNT IF PAYING BY VISA,MASTERCARD OR DISCOVER,FILL OUT BELOW P.0 Box 1259, Department 91047 Oaks, PA 19456 OVISA! � DeusiERCAeo� ODISCOVER CHANGE SERVICE REQUESTED 11111111IIIIIIIIIIIIII1111111IIIIIillllllllIII mm mm Visit http://account.penncredit.com to pay your bill online. Payments received by check will be electronically deposited,unless you pay by non-consumer type check.You may opt out of this program by paying with a money order or a travelers check.In the unlikely event your check(payment)is returned unpaid,we may elect to electronically(or by paper draft)re-present your check (payment)up to two more times.You also understand and agree that we may collect a return processing charge by the same means,in an amount not to exceed that as permitted by state law. ID NUMBER:C0461002 91203-2213 #BWNJHBY PENN CREDIT #9042702420717870# 916 S 14th ST [Debtor Name] PO BOX 988 [Address Line One] HARRISBURG PA 17108-0988 [Address Line Two] Irrdll 1,rIIIIr rlrrlrllrrrlrlrrlr lIl„I I IrlrrlrrlI II I.r■llrlrlrlrirrll IIrrII rlrl Irlrrrrlllrrl llrlrlrlrrl 91203-AD2PC-2213 City of Sanford Page 27 RFP#13/14-05 Debt Collections November 26, 2013 rF •enn Credit Service O Integrity 0 Results Penn r MM/DD/Y YY ACA Hours: Mon-Thur 8am-10pm EST Fri 8am-5pm EST CLIENT:,[Client Name] Sat 8am-12pm EST ID NUMBER: (Account Number] Phone: 800-900-1368 TOTAL BALANCE DUE: ($###.##] • PROMISE TO PAY Please pay as promised. If you pay as agreed,there will be no need to contact you again regarding this matter. This letter is from a debt collection agency. This is an attempt to collect a debt. Any information obtained will be used for that purpose. SERVICE RENDERED SERVICE DATE ACCOUNT NUMBER BALANCE MM/DD/YYYY [Account Number] [$###.##] • • 1 II I VIII I I I I Il11lll 111111ll 111111111 DETACH AND RETURN WITH PAYMENT TO EXPEDITE CREDIT TO YOUR ACCOUNT IF PAVING BY VISA.MASTERCARD OR DISCOVER.F01 OUT BELOW P.0 Box 1259, Department 91047 GG� Oaks, PA 19456 Des.d D YAa1ERCwo DDISCOVER S CHANGE SERVICE REQUESTED III VIII IIIIIIII II I I IIIIII VIII II I'll I IIII l III BgruTUPE M.b,M Visit http://account.penncredit.com to pay your bill online. • Payments received by check will be electronically deposited,unless you pay by non-consumer type check.You may opt out of this program by paying with a money order or a travelers check.In the unlikely event your check(payment)is returned unpaid,we may elect to electronically(or by paper draft)re-present your check (payment)up to two more times.You also understand and agree that we may collect a return processing charge by the same means,in an amount not to exceed that as permitted by state law. ID NUMBER:C9860674 91203-55 #BWNJHBY PENN CREDIT #9042732612996529# 916 S 14th ST [Debtor Name] PO BOX 988 [Address Line One] HARRISBURG PA 17108-0988 [Address Line Two] IIIIIIIIIIIIII IIIIIII II II,II■■■I IIIIIIIIIIIIIIIIII,I,III■I■II IIII IIII I,,IIIIIIIIIIIII IIIIIIIIIII,I,IIIIIIIIIIIIIIIIIIIIIII 91203-CPPPC-95 City of Sanford Page 28 RFP#13/14-05 Debt Collections November 26, 2013 Penn re i Service ® Integrity ® Results Penn Cre i MM/DD/YYYY Hours: Mon-Thur 8am-10pm EST ACA Fri 8am-5pm EST CLIENT:[Client Name] Sat 8am-12pm EST ID NUMBER:[Account Number] Phone: 800-900-1368 TOTAL BALANCE DUE:[$###.##] BROKEN PROMISE You have not made your payment as promised. It is important that you either make payment or contact our office today. This letter is from a debt collection agency. This is an attempt to collect a debt. Any information obtained will be used for that purpose. SERVICE RENDERED SERVICE DATE ACCOUNT NUMBER BALANCE �;.. MM/DD/YYYY [Account Number] [$###.##] 1111 III I IIIIIIIIl11I1111 IIIII I III DETACH AND RETURN WITH PAYMENT TO EXPEDITE CREDIT TO YOUR ACCOUNT P.0 Box 1259, Department 91047 ;�W PAYING BY VISA,YAS1FRCAnD OR DISCOVER.FILL OUT BELOW Oaks, PA 19456 OVISA; d OMAYTER,cARO ❑oscoveR CHANGE SERVICE REQUESTED 11111111111111111111111111111111111111111 410X.M.E Visit http://account.penncredit.com to pay your bill online. Payments received by check will be electronically deposited,unless you pay by non-consumer type check.You may opt out of this program by paying with a money order or a travelers check.In the unlikely event your check(payment)is returned unpaid,we may elect to electronically(or by paper draft)re-present your check (payment)up to two more times.You also understand and agree that we may collect a return processing charge by the same means,in an amount not to exceed that as permitted by state law. ID NUMBER:C0314108 91203.94 #BWNJHBY PENN CREDIT #9042732612990084# 916 S 14th ST [Debtor Name] PO BOX 988 [Address Line One] HARRISBURG PA 17108-0988 [Address Line Two] 1 1111�1111r111111111r1111r111111111r111111111�111111111I ii 111IIIIr111111��1111111r111IlI111111r111111r1111rIlIIrrIII�III 91203-C8PPA-94 City of Sanford Page 29 RFP#13/14-05 Debt Collections , November 26, 2013 enn re Service e Integrity ® Results >v Penn Cr dit MM/DD/Yl YY Hours: Mon-Thur 8am-10pm EST ACA Fri 8am-5pm EST CLIENT: [Client Name] Sat 8am-12pm EST ID NUMBER: [Account Number] Phone: 800-900-1362 TOTAL BALANCE DUE: [$ -441 STATEMENT OF YOUR ACCOUNT(S) Please continue to make your monthly payments. If you wish to automate your payments please contact our office or go online at account.penncredit.com. This letter is from a debt collection agency. This is an attempt to collect a debt. Any information obtained will be used for that purpose. SERVICE RENDERED SERVICE DATE ACCOUNT NUMBER BALANCE MM/DD/YYYY [Account Number] [$###.##] I 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 I II II II I I II III DETACH AND RETURN WITH PAYMENT TO EXPEDITE CREDIT TO YOUR ACCOUNT IF PAYING BY WSA,MASTERCARD OR OUT DISCOVER,FILL O BELOW P.O Box 1259, Department 91047 Oaks, PA 19456 OVISA� OWISTERGHD J ODiscoven lG► CHANGE SERVICE REQUESTED 11111IIIIUU11111IIIIIIIIUIIIIIUIIIU M Visit http://account.penncredit.com to pay your bill online. Payments received by check will be electronically deposited,unless you pay by non-consumer type check.You may opt out of this program by paying with a money order or a travelers check.In the unlikely event your check(payment)is returned unpaid,we may elect to electronically(or by paper draft)re-present your check (payment)up to two more times.You also understand and agree that we may collect a return processing charge by the same means,in an amount not to exceed that as permitted by state law. ID NUMBER:E0358372 91203-2 #BWNJHBY PENN CREDIT #9042704924118282# 916 S 14th ST [Debtor Name] PO BOX 988 [Address Line One] HARRISBURG PA 17108-0988 [Address Line Two] IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIll 11111111.IIIIIIIII111111111I III IIIIIIIIIIIIIIIIIIIIIIIIIIIIIII 91203-STMPC-2 City of Sanford Page 30 RFP#13/14-05 Debt Collections November 26, 2013 Penn re d.t Service e Integrity • Results C. Provide copies of procedures,forms and reports your firm uses to perform debt collection activities including but not limited to: debt collection, account status, skip tracing, credit checks, reports submitted to the credit bureau, monthly summary reports. Please refer to our response in this section under "Letter H" for a summary of reports provided to clients. D. Describe your firm's employee training program for debt collection work. Include how your firm develops and monitors employees'interpersonal skills of persuasion, diplomacy, courtesy&persistence while performing debt collection duties. Specialized Training Software Penn Credit utilizes interactive, computer-based training software with all our collection employees. This self-paced training software demonstrates debt-recovery scenarios by simulating inbound and outbound debtor calls, exposing our staff to the best practices of experienced collectors. This ensures that new collectors are trained in top performance standards and will be capable of maintaining them. This innovative software interface provides invaluable feedback to our collectors and also provides our managers with the requisite tools to monitor and track training performance. During the training program,we focus on creating uniformity and consistency throughout the collection floor by stressing the importance of voice qualities through tone, tempo, inflection,strategic pauses and volume: "HOW we say something is as important as WHAT we say when it comes to managing perceptions and beliefs." In addition to complying with state and federal laws and regulations, Penn Credit has voluntarily adopted guidelines approved by ACA International's Code of Ethics and Professional Responsibility. Pre-Employment Testing We utilize a computer-based hiring simulation program designed specifically for collection agencies to assist with hiring decisions. The program evaluates the candidate's ability to learn and apply procedures, active listening, developing rapport, multitasking, persuasion, problem solving, and professionalism. This has allowed us to decrease employee turnover and allows our staff to give more personalized attention to new hires during the training process. City of Sanford Page 31 RFP#13/14-05 Debt Collections 44104 November 26, 2013 enn re do t Service • Integrity G Results Collection Monitoring Report Template: I'Ffi9itP6 in I ;TECHNICAL KNOWLEDGE <Entry/Selection Reqd> Taping Pitch C yes C no C n/a Properly ID DTR Cyes C no C n/a 1 Mini Miranda C yes C no C n/a 1 Pitch C yes C no C n/a Handling Objections C yes C no C n/a Followed Payment Schedule 0 yes C no C n/a Closing Pitch C yes C no C rile DC NSF Pitch C yes C no C n/a Voice Tone C yes C no C n/a Professionalism C yes C no C'n/a Fed State Laws C yes C no C n/a PCC Compliance C yes C no C n/a Notified Cony Fee C yes C no C n/a Used Collector Talk C yes C no C n/a Work Efforts e C C C CCU O n/a IPROFECIENCY SKILLS PIF C yes C no C n/a Urgency C yes C no C n/a Post Dated Payment C yes C no C n/a Down Money C yes C no C n/a STL C yes C no C n/a Money Gram C yes C no C n/a Payment Arrangement C yes C no C n/a Sources of Income C yes C no C n/a Generated Payment and Method C yes C no C n/a VISUAL AUDIT Proper Notations e C C`CO C u O n/a Changed Status C.yes C no C n/a Set Promise C yes C no C n/a Updated Address C yes C no C n/a Updated Telephone No C yes C no C n/a Properly Entered DC C yes C no C n/a Properly Entered CC C yes C no C n/a !!Used Back Screens C yes C no C n/a LOOP AUDIT Moved Acct Properly C yes C no C n/a Call All Open Numbers C yes C no C n/a Follow Skip Trace Guidelines C yes C no C n/a Comments: Id City of Sanford Page 32 RFP#13/14-05 Debt Collections ■4.,■ November 26, 2013 V<Pr enn r i Service a Integrity © Results Collector Training Program Timeline: DAY ONE - Orientation: Chapter 1 • Personal and Training Program Introductions • Overview of training program • What the trainee should expect • The materials to be used • Summary of the overall content of the program Chapter 2 • Overview of the Company • Policies and Procedures • How the company operates • Overview of departments and how they work together • Introduction to the F.D.C.P.A. and its importance in collections DAY TWO - Company Specifics and the F.D.C.P.A Chapter 3 • In depth look at Company Policies and Procedures • Explanation of collection philosophy • In depth look at F.D.C.P.A. rules and regulations to educate trainees on what can and cannot be done when collecting a past due account • F.D.C.P.A. is reviewed and quizzed DAY THREE- Collection Laws Continued and System Operations Chapter 4 • F.D.C.P.A. test is administered; must be passed with a minimum score of 90%. All areas that were missed are covered again until completely understood • Privacy Act and all other regulatory statutes • State Laws and Regulations which are more stringent than the F.D.C.P.A. • Collection System: instructions and demonstrations regarding the various screens of the collection system and the purpose of each screen are given • Introduction to collection pitches/scripts DAY FOUR-System Operation Actions Chapter 5 • Skip tracing:describes the various methods and techniques utilized to locate debtors • Documenting Data into the Collection System:describes the terminology and proper procedures for recording collection efforts • Telephone Techniques and Etiquette • Effective communication City of Sanford Page 33 RFP#13/14-05 Debt Collections November 26, 2013 >> Service o Integrity ° Results • Communication Styles • Collection System and Collection Letters: explains how to work through the collection files according to the "status" on the account, along with the types of collection letters available and the proper procedure for their use DAY FIVE -Telephone Operations Chapter 6—The Art of Negotiation • Instructions and practice in making opening statements to debtors with collection pitches • Techniques in handling debtors — describes typical debtor reactions and how to • successfully interpret these reactions to motivate the debtor to pay • Common debtor response and how to reply • Procedures for telephone collection calls • Talk-offs • Strategies for handling debtor types— learn how to classify debtors into categories and to select the proper motivation in assisting them to pay Live Call Training Period During this 10-15 day "hands-on" segment of our training program, the trainer oversees new collectors with a monitoring headset as calls are made. If a call begins to escalate, the trainer has the ability of taking over the call. Once the call is terminated, the trainer provides appropriate coaching and recommendations to the collector. As needed, reviews of collection pitches, collection techniques, and computer/telephone operations will be conducted. New collectors also receive training regarding the specific industry they will be serving and any client-specific policies and procedures. Background Checks/Drug Testing In an effort to provide our client(s) and our employees a professional and safe work place Penn Credit performs criminal background checks, 5-panel drug screening, illegal alien check with E-Verify, social security verification, and previous employment confirmation. Penn Credit currently utilizes ADP to perform background checks on all personnel. The background checks include the following: • Social Security Search (Validates Social Security Number for 19 Form) • State Criminal Search (via the State Police for each residence in the last 7 years) • Federal Criminal Search (All convictions at federal offenses, e.g. Tax Evasion, Crimes against federal property, Drug & Weapon charges, etc.) • INSTA National Criminal Search (Sex Offenders) • OFAC (Terrorism, Money Laundering, Drug Trafficking, Mail Fraud, etc. City of Sanford Page 34 RFP#13/14-05 Debt Collections November 26, 2013 _,..„„ ,:i. ,---, _ ,, .i.s ..:, .. _(___,7,,,r,,,,a, 0 :„., ,r , _ _____ _ _ _ , Service ° Integrity ° Results E. Provide list of Credit Bureaus your firm is affiliated with including number of years affiliated. Penn Credit has been utilizing the services of the credit bureaus as follows: • TransUnion since 1987 • Equifax since 1988 • Experian since 1988 F. Describe any significant or unique awards or accomplishment in previous similar projects; provide information regarding any proposed innovative concepts that may enhance value and quality, and any favorable cost containment approaches or additional or alternative ideas that may be successful if implemented. PPL Electric Utilities: In the past, PPL utilized multiple vendors in their secondary tier; however, PPL's decision to consolidate all secondary placements with Penn Credit is a testament to our collection j success as well as our respect and courtesy for PPL's customers. Direct Brands (Retail Client): This client formally recognized Penn Credit's Information Technology Department for "Excellence in Operations" in the fall of 2010 and 2011. Active Participant in Florida Government and National Utility Organizations. Penn Credit attends and exhibits at a variety of conferences throughout Florida including: • Platts Collections and Credit Conference for Utilities • Florida Government Finance Officers Associations (FGFOA) • Florida Court Clerks & Comptrollers (FCCC) G. Describe your methodology for surrendering recovered balances and documenting same. Our Remittance Report will provide the City with details of accounts, where payments have been applied, during a given month. This report indicates not only amounts paid by debtors, but also commissions due Penn Credit Corporation for services rendered. Report can be provided daily, weekly, bi-monthly, or monthly, as requested and in alphabetic or numeric sequence. Remittances are typically made on a monthly basis; however the Proposer can comply City of Sanford Page 35 RFP#13/14-05 Debt Collections November 26, 2013 enn ir Service 0 Integrity ° Results with any frequency according to the client's guidelines. Remittances can be made: • In gross dollars placed by month of placement. • In gross collections (both current month and cumulative since placement) matched I against month when account was placed. • In gross collection percentages calculated using above data. • As net remittances. H. Describe and provide samples of reports provided to customer and frequency of those reports. Penn Credit's collection system maintains a statistical database of performance figures and can generate reports in any desired frequency and format. With a very flexible range of reporting options, Penn Credit has the ability to comply with any reporting requirements, both for internal monitoring and forecasting. Typically, reporting to our clients includes the Acknowledgement (either concise or detailed version), Payment Analysis, Spindown, Statement of Collection, and Cancellation reports. Acknowledgement Report serves as a receipt verifying all accounts placed have been received by Penn Credit. Options include a concise version or a detailed version. Payment Analysis provides information relating to collection performance, broken down by month of placement. This report illustrates recovery performance and allows the client to forecast future recoveries. Spindown Analysis provides a 12-month record of liquidation rates per month. Statement of Collection details accounts to which payments have been applied during the statement period. This report indicates not only amounts paid by debtors, but also commissions due Penn Credit for collection services rendered, thus serving as an invoice for the client. Cancellation Report lists all accounts scheduled for return, along with the client account number, debtor name, balance, applicable dates, and reason for return. Additional reports available upon request include: City of Sanford Page 36 RFP#13/14-05 Debt Collections November 26, 2013 _43.04* enn r 4,31tgeH--44- if*„:1 4tr; Service o Integrity ° Results Status Report Account Update Report Client Profile Report Client Statistical Summary Report Reconciliation Report Sample Reports are provided on the 'following pages. City of Sanford Page 37 RFP#13/14-05 Debt Collections November 26, 2013 ® ' nn r r e e Service 0 Integrity o Results Sample Reports From: EReports @penncredit.com To Client's Email Address ;n Subject: P8888 - New Business Acknowledgement from Penn Credit Penn Credit Corporation New Business Acknowledgement Summary ** Acknowledgement with thanks ** This assignment is accepted under our usual terms and conditions that we have with you. Please notify this agency without delay of any payment made to you by the debtor or any contact that the debtor N£' has with you. Report Date: MM/DD/YYYY Client #: P8888 P� Client Name: Water Company # of Accounts: ###,### Total Dollars: $$$$$$$ Penn Credit Corporation New Business Acknowledgement Report This assignment is accepted under our usual terms and conditions Report Date: MM/DD/YYYY that we have with you. Please notify this agency without delay of Created for:*Client Name* any payment made to you by the debtor or any contact that the Account# Name Address City,State,Zip Placed Date Service Date Balance ######## Smith,John 123 Walnut Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $1,500.00 ######## Smith,Jane 123 Main Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $500.00 ######## Smith,John 165 Elm Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $650.00 ######## Smith,Jane 124 Chestnut Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $750.00 ######## Smith,John 124 Walnut Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $625.00 ######## Smith,Jane 124 Main Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $435.00 ######## Smith,John 170 Elm Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $498.00 ######## Smith,Jane 130 Chestnut Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $1,275.00 ######## Smith,John 135 Walnut Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $1,450.00 ######## Smith,Jane 128 Main Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $650.00 ######## Smith,John 167 Elm Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $975.00 ######## Smith,Jane 145 Chestnut Street Anytown, USA 11111 MM/DD/YYYY MM/DD/YYYY $1,950.00 Report Total 12 Accounts $11,258.00 City of Sanford Page 38 RFP#13/14-05 Debt Collections November 26, 2013 l enn re dills . . s „ Service ® Integrity e Results ? 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' 4J 3 = _ _ _ = at = _ _ _ _ _ _ _ _ _ - V K U Q- _ = at at = _ _ _ _ _ _ _ _ _ _ _ _ _ City of Sanford Page 42 RFP#13/14-05 Debt Collections r November 26, 2013 r . ___________., enn Credit _ , Service ® Integrity • Results Client Snapshot Report Historical Statistics Active Account Statistics Beginning to date Current active volume Total Accounts 3,571 Active Accounts 2,962 Gross Dollars $1,730,606 Active Dollars $2,016,387 Average Placement $485 Collections $251,305 Average account age(days) Agency Payments $196,016 78.00% Age at placement 1,167 Client Payments $55,278 22.00% Age with Penn 419 #paid in full 628 17.59% Age from service date 1,586 #settled in full 0 0.00% #partial payments 320 8.96% Call campaigns j Average payment $265 Total Calls 112,774 JI Morning 51,029 Year to date Afternoon 50,600 Total Accounts 486 Evening 17,570 Gross Dollars $277,325 MTD Calls 2,550 Average Placement $571 Morning 1,168 Collections $84,674 Aftemoon 1,126 1 Agency Payments $62,194 73.45% Evening 457 Client Payments $22,476 26.54% Total Contacts 3,290 #paid in full 148 30.45% } #settled in full 0 0.00% Mailings ,) #partial payments 75 15.43% Total letters mailed 15,681 Average payment $380 Mail returns and phone numbers i Month to date In skip(mail return/no phone) 2,497 Total Accounts 26 %of active 84.30% Gross Dollars $19,074 Mail return 836 1 Average Placement $734 %of active 28.22% Collections $3,917 Good phone(home or cell) 1,307 Agency Payments $2,319 59.20% %of active 44.13% Client Payments $1,597 40.77% No phone(home or cell) 1,655 #paid in full 5 19.23% %of active 55.87% #settled in full 0 0.00% Good cell phone 935 #partial payments 11 42.31% %of active 31.57% JAverage payment $245 %of good phones 71.54% Skip attempts • #of skip attempts 38,040 Confidential&Proprietary Penn Credit City of Sanford Page 43 RFP#13/14-05 Debt Collections November 26, 2013 ;15, enn re Service ® Integrity a Results I. Describe how you will make it convenient for customers to reach resolution with you. Payment in full is requested by Penn Credit collectors on each and every contact on all accounts. Should the debtor not be able to make a full payment, our collectors generally follow a standard guide when setting up payment agreements. Debt Amount Schedule Debt Amount Schedule Under $35 Payment in full $ 501 - $ 900 5 payments $36- $75 2 payments $ 901 - $1350 6 payments $76- $150 3 payments $1351 - Up 8 payments $151 - $500 4 payments Collectors make sure that debtors understand that they must stick to the agreed-upon JI payment plan or the entire amount is due. Penn Credit's internally developed collection system automatically identifies accounts for which a payment has not been submitted within 24 hours after the payment due date. The system notifies the appropriate collector who then immediately follows up by contacting the debtor. All plans and postdated check or direct-check agreements generate automated letters a set number of days before each due date so debtors do not forget. Acceptable Methods of Payment Penn Credit places great emphasis on the importance of recovering the City's portfolio. In addition to traditional methods of payment such as cash, bank check, certified check, and money order, we accept the following electronic methods of debtor payment: • Credit Cards • Check By Phone • Western Union, Quick Collect & MoneyGram • Bank Wire JI • Internet Debtors may access our on-line payment system 24 hours a day/seven days a week, and may make check or credit card payments on their accounts at www.penncredit. corn. Penn Credit's web payment portal system allows a debtor to pay an account in full, accept a settlement offer (with client approval), or setup a payment arrangement. All debtor activity is tracked for added security. Further, the website is Blackberry and iPhone compatible. Sample screen shots are provided on the following pages. City of Sanford Page 44 RFP#13/14-05 Debt Collections November 26, 2013 enn re p daft Service ° Integrity e Results Penn -Vre °, ; Customer Account Access PO Box 988 Harrisburg,PA 17108 08.15.12 800-900-1380 NILDCARD 55L Monday through Thursday:8am to 10pm Friday:8am to 5pm I Saturday:8am to 12pm Frequently Asked Questions Account Login Screen In order to access your account information, please enter your Penn Credit Debtor ID and account Zip Code below. Enter your 8 character Debtor ID from your letter: FI0000002 " Enter your 5 digit Zip Code from your letter: 06776 " View Account Summary Note:Required information is marked with".To check your balance or make an online payment,please enter the Debtor ID and 5 digit Zip Code from your letter and click the View Account button above. Please include all zeros for both fields. Sorry,I don't know my Debtor ID I Frequently Asked Questions This site uses 128-bit encryption for all transactions. ■ ennce Customer Account Access This is t PO Box 988 Harrisburg, PA 17108 08.1512 800-900-1380 Monday through Thursday:8am to 10pm NA`ID`AFD�` 1 Friday:8am to 5pm I Saturday:8am to 12pm Frequently Asked Questions ACCOUNT REVIEW Debtor ID H0000002 How would you like to pay today? Name on Account SMITH,JOHN Status Active Payin_fulltodaybycheck Current Balance 206.07 Total Payments 0.00 `PV.):k Lb :aeditcard:, Last Payment 08/15/2000 Date t Additional payment options; If you have questions,please contact your collection representative at 800-900-1372 Click here for important information regarding your rights Return to Account Access Al obligations may not be present on this site. This is an attempt to collect a debt and any information obtained will be used for that purpose. This is from a debt collector. City of Sanford Page 45 RFP#13/14-05 Debt Collections November 26, 2013 44kt* enn re p dist Service e Integrity Results tv Customer Account Access I Penn 424.(-7-3,og PO Box 988 Harrisburg, PA 17108 08_15_12 1800-900-1380 Monday through Thursday: 8am to 10pm W DCPRD SSL Friday: 8am to 5pm I Saturday: 8am to 12pm Frequently Asked Questions Your have selected to Pay in Full today by Credit Card Debtor ID H0000002 Name on Account SMITH,JOHN Credit Card Information We accept Visa, MasterCard and Discover Name as it appears on your credit card Address City State Zip Code Credit Card Number: Expiration Month and Year Payment Amount $206.07 Home Telephone Number (optional) CLICK HERE TO VALIDATE CREDIT CARD INFORMATION Please note:clicking the button above will not submit the transaction. This step is used to validate the information you provide. Previous Page Return to Account Access All obligations may not be present on this site. This is an attempt to collect a debt and any information obtained will be used for that purpose. This is from a debt collector. City of Sanford Page 46 RFP#13/14-05 Debt Collections November 26, 2013 • enn re r Service ° integrity Results �, `� Customer Account Access Penn • PO Box 988 Harrisburg,PA 17108 -15-12 800-900-1380 Monday through Thursday:8am to 10pm W`°`"°55` Friday:8am to 5pm L Saturday:8am to 12pm Frequently Asked Questions Debtor ID H0000002 Name on Account SMITH,JOHN Payment Arrangements Offer One Offer Two Offer Three 3 Monthly Payments 2 Monthly Payments Pay by Check 6 Bi-Weekly Payments• Pay by Check �,!Pay by Check Pay by Credit Card Pay by Credit Card Pay by Credit Card Offer Details Offer Details Offer Details • $68.69 on Friday,Jury 22,2011 5103.04 on Friday,July 22,2011 $68.69 on Monday,August 22,2011 $34.35 on Friday,July 22,2011 $103.03 on Monday,August 22,2011 $68.69 on Wednesday,September 21, 534.35 on Friday,August 05,2011 2011 534.35 on Friday,August 19,2011 $34.35 on Friday,September 02,2011 534.35 on Friday,September 16,2011 $34.32 on Friday,September 30,2011 PrevtousPage Return to Account Access All obligations may not be present on this site. This is an attempt to collect a debt and any information obtained will be used for that purpose. This is from a debt collector. City of Sanford Page 47 RFP#13/14-05 Debt Collections November 26, 2013 F; PennCredit Service ® Integrity ® Results J. Detail method of how you will provide security for all City customer information. In addition, explain whether theft is covered by an endorsement on your General Liability coverage, if your employees/company is bonded, you are able to provide a Bankers Bond, etc. Penn Credit maintains comprehensive insurance coverage and bonding to protect its interests and the interests of its clients in the collection of delinquent debts. Coverage includes: • General Liability: $1 Million per occurrence, $ 2 Million aggregate • Automobile Liability: $1 Million each person, $1 Million each accident; $1 Million property damage • Excess Liability: $10 Million per occurrence, $10 Million aggregate • Workers Compensation: $1 Million per occurrence, $1 Million aggregate • Employee Crime/Theft (Fidelity bond): $5 Million /3rd Party-- $5 Million • Errors and Omissions • Professional Liability: $5 Million per occurrence, $5 Million aggregate • Cyber Liability (Corporate Identity) Protection: $2 Million per occurrence K. Provide a listing of any and all subcontractors,private or subsidiary, involved in the services they will provide. Penn Credit will not utilize the services of any subcontractors in the completion of the contract project with the City. L. Provide detail for backup services in the event of local system failure. Our Disaster Recovery Plan is documented,along with team assignments,job descriptions, and a recovery checklist. It is tested annually to ensure the success of our disaster procedures and to monitor downtime and recovery. (A copy of this plan is available upon request.) The Penn Credit Disaster Recovery Plan addresses site damage that affects batch processing and tracking, on-line processing or communications for an extended period due to fire, sabotage or weather-related damage. If the main office is destroyed, Penn Credit has branch offices, and an off-site computer system can take the place of the current system if necessary. Our branch offices can be used for all clerical duties and collection efforts. City of Sanford Page 48 RFP#13/14-05 Debt Collections , November 26, 2013 enn re p dist Service ® Integrity 0 Results Penn Credit employs two different types of backups to ensure 100% data recovery. • Encrypted Online Backup—A daily online backup is performed on all Penn Credit systems. This online backup is stored in the Penn Credit Disaster Recovery site. • Encrypted Tape Backup—A daily tape backup is performed on all Penn Credit systems. This backup is taken to a separate secure off-site location. Further, Penn Credit has contracted with Agility Recovery Solutions" to provide fast response disaster solutions such as; power generators, call center facilities, and telecom/ computer infrastructure to supplement our current disaster recovery plan. M. Identify any tasks that proposer is expecting City to perform. Duringthe initial setup process,Penn Credit would benefit from the ability to communicate with at least one (1) member of the City's IT team, in order to complete the set up process. In order to process delinquent accounts in the most efficient way for the city, Penn Credit requests the following information at time of placement (as available): • Debtor/Company name • Last known address • Balance of the debt and any interest accruing • Date of delinquency • Description of the debt The following items are desired but not required: • Social security number • Last known telephone number • Last known place of employment Penn Credit expects that once the setup is complete and a regular placement schedule has been established, the City's obligation to assist in the collection process will be minimal. We would request a regular contact at the City who could provide documentation that may be requested (such as an itemized or original bill) by the debtor during the collection process. City of Sanford Page 49 RFP#13/14-05 Debt Collections November 26, 2013 Penn r dot Service 0 Integrity ° Results RECOVERY HISTORY Provide statistical data for the last 3 years of firm's collection performance with other major accounts (i.e., dollar amount and percentage of collections actually returned to accounts.) Penn Credit Florida Collection Performance Client Dollars Placed Dollars Collected Recovery Rate Florida City Parking Client A 2011 N/A N/A N/A 2012 $882,870 $303,560 34.4% 2013 $1,290,500 $182,100 14.1% Florida County Parking Client B 2011 N/A N/A N/A 2012 $67,500 $14,000 20.7% 2013 $50,500 $6,800 13.5% Florida City Parking Client C 2011 $70,000 $18,900 27.0% 2012 $175,000 $46,000 26.3% 2013 $124,000 $21,500 17.3% Florida City Water/Sewer Client A 2011 $150,000 $24,500 16.3% 2012 $50,000 $11,900 23.8% 2013 $45,000 $6,900 15.3% Florida City Water/Sewer Client B 2011 $200,000 $15,500 7.8% 2012 $193,000 $30,600 15.9% 2013 $125,000 $9,800 7.8% Florida County Water/Sewer Client C 2011 $394,000 $145,000 36.8% 2012 $298,000 $40,000 13.4% 2013 $282,000 $29,500 10.5% Florida County Code Violation Client A 2011 N/A N/A N/A 2012 N/A N/A N/A 2013 $820,000 $90,700 11.1% Florida County EMS Client A 2011 $775,000 $40,000 5.2% 2012 $160,000 $8,500 5.3% 2013 $405 $84 20.7% City of Sanford Page 50 RFP#13/14-05 Debt Collections November 26, 2013 *** 1 p enn r�crit Service 0 Integrity 0 Results Project Name: Debt Collection Services Proposal No.: RFP 13/14-05 SECTION 00432 NON COLLUSION AFFIDAVIT The undersigned, by signing this document hereby certifies that the company named below hereby is or does: 1. States that the entity named below and the individual signing this document has submitted the attached bid or proposal: 2. He is fully informed respecting the preparation and contents of the attached proposal and of all pertinent circumstances respecting such proposal; 3. Said bid or proposal is genuine and is not a collusive or sham bid or proposal; 4. Neither the said bidder or proposer nor any of its officers, partners, owners, agents, representatives, employees or parties in interest, including this affiant, has in any way colluded, conspired, connived or agreed, directly or indirectly with any other bidder, proposer, firm or person to submit a collusive or sham bid or proposal in connection with the Contract for which the attached bid or proposal has been submitted or to refrain from bidding or proposing in connection with such Contract, or has in any manner, directly or indirectly, sought by agreement or collusion or communications or conference with any other bidder, proposer, firm or person to fix the price or prices in the attached bid or proposal or of any other bidder of proposer, or to fix any overhead, profit or cost element of the bid or proposal price or the bid or proposal price of any other bidder or proposer, or to secure through any collusion, conspiracy, connivance or unlawful agreement any advantage against the City of Sanford or any person interested in the proposed Contract. 5. The price or prices quoted in the attached bid or proposal are fair and proper and are not tainted by any collusion, conspiracy, connivance or unlawful agreement on the part of the bidder or proposer or any of its agents, representatives, owners, employees, or parties in interest, including the individual signing this document. Penn Cre. l.rporatio Bidder //�� 11/25/2013 Signature of Authorized Representative (Affiant) Date Thomas F. Foley, Jr./Chief Operating Officer Printed or Typed Name and Title of Authorized Representative (Affiant) City of Sanford Required Forms RFP#13/14-05 Debt Collections 3 November 26, 2013 ® _' Penn re dist Service 0 Integrity ® Results Project Name: Debt Collection Services Proposal No.: RFP 13/14-05 COUNTY OF Dauphin STATE OF Pennsylvania On this 25th day of November , 20 13 , before me, the undersigned Notary Public of the State IM( personally appeared Thomas F. Foley, Jr. whose names Is a e subscribed to the within instrument, and �e she/they acknowledge that&she/they executed it. WITNESS my hand and official seal. He/She is personally known to me or has produced Personally known to me , as identification. Ut RiLe_t_ i'ld---- 1 (Notary Pi I c in and for the County and State Aforementioned) SEAL My commission expires: q .30 -I(p END OF SECTION COMMONWEALTH OF PENNSYLVANIA Notarial Seal Tracy Grohman,Notary Public City of Harrisburg,Dauphin County My Commission Expires Aug.30,2016 MEMBER,PENNSYLVANA ASSOCIATION OF NOTARIES I City of Sanford Required Forms RFP#13/14-05 Debt Collections November 26, 2013 . I enn re dillt e Service ® Integrity 0 Results Project Name: Debt Collection Services Proposal No.: RFP 13/14-05 SECTION 00434-1 CONFLICT OF INTEREST AFFIDAVIT The Affiant identified below deposes and states that: 1. The below named Bidder is submitting an Expression of Interest for the City of Sanford project named above. 2. The Affiant has made diligent inquiry and provides the information contained in this Affidavit based upon his own knowledge. 3. The Affiant states that only one submittal for the above project is being submitted and that the below named Bidder has no financial interest in other entities submitting proposals for the same project. 4. Neither the Affiant nor the below named Bidder has directly or indirectly entered into an Y Y any agreement, artici ated in any collusion, or otherwise taken any action in restraint of free p P Y Y competitive pricing in connection with the Bidder's submittal for the above project. This statement restricts the discussion of pricing data until the completion of negotiations and execution of the Agreement for this project 5. Neither the Bidder nor its affiliates, nor any one associated with them, is presently suspended or otherwise ineligible from participating in contract lettings by any local, state, or federal agency. 6. Neither the Bidder, nor its affiliates, nor any one associated with them have any potential conflict of interest due to any other clients, contracts, or property interests for this project. 7. I certify that no member of the Bidder's ownership, management, or staff has a vested interest in any aspect of or Department of the City of Sanford. 8. I certify that no member of the Bidder's ownership or management is presently applying for an employee position or actively seeking an elected position with City of Sanford. 9. In the event that a conflict of interest is identified in the provision of services, I, on behalf of the below named Bidder, will immediately notify the City of Sanford in writing. Penn Cre i orporatio Bidder 11/25/2013 Signature of Authorized Representative (Affiant) Date Thomas F. Foley, Jr./Chief Operating Officer Printed or Typed Name and Title of Authorized Representative (Affiant) City of Sanford Required Forms RFP#13/14-05 Debt Collections November 26, 2013 _ 1 l el'ln re __ ____ ._ Service o Integrity ° Results l Project Name: Debt Collection Services Proposal No.: RFP 13/14-05 I COUNTY OF Dauphin STATE OF Pennsylvania 1 On this 25th day of November , 20 13 before me, the undersigned Notary Public of the State impersonally appeared Thomas F. Foley, Jr. whose name(s) isfasubscribed to the within instrument, and she/the Y acknowledge that /she/they executed it. WITNESS my hand and official seal. He/She is personally known to me or has produced_ Personally known to me , as J identification. • (Notary P tbli in and for the County and State Aforementioned) SEAL My commission expires: p-30' I(o I COMMONWEALTH OF PENNSYLVANIA I END OF SECTION Notarial Seal Tracy Grohman,Notary Public City of Harrisburg,Dauphin County My Commission Expires Aug.30,2016 MEMBER,PENNSYLVANA\ASSOCIATION OF NOTARIES 1 , 1 i I00434-2 I l City of Sanford Required Forms RFP#13/14-05 Debt Collections November 26, 2013 44,3* enn re p d Service ® Integrity ® Results Project Name: Debt Collection Services Proposal No.: RFP 13/14-05 SECTION 00436-1 FLORIDA STATUTES ON PUBLIC ENTITY CRIMES AFFIDAVIT The Affiant identified below attests to the following: 1. I understand that a "public entity crime" as defined in Section 287.133(1)(g), Florida Statutes, means a violation of any State or Federal law by a person with respect to and directly related to the transaction of business with any public entity or with an agency or political subdivision of any other state or with the United States, including, but not limited to, any bid or contract for goods or services to be provided to any public entity or an agency or political subdivision of any other state or of the United States and involving antitrust, fraud, theft, bribery, collusion, racketeering, conspiracy, or material misrepresentation. 2. I understand that "convicted" or "conviction" as defined in Paragraph 287.133(1)(b), Florida Statutes, means a finding of guilt or a conviction of a public entity crimes, with or without an adjudication of guilt, in any Federal or state trial court of record relating to charges brought by indictment or information after July 1, 1989, as a result of a jury verdict, non-jury trial, or entry of a plea of guilty or nolo contendere. 3. I understand that an "affiliate" as defined in Section 287.133(1)(a), Florida Statutes, means: A predecessor or successor of a person convicted of a public entity crime: or an entity under the control of any natural person who is active in the management of the entity and how has been convicted of a public entity crime. The term "affiliate" includes those officers, directors, executives, partners, shareholders, employees, members, and agents who are active in the management of an affiliate. The ownership by one (1) person of shares constituting a controlling interest in another person, or a pooling of equipment or income among persons when not for fair market value under an arm's length agreement, shall be a prima facie case that one person controls another person. A person who knowingly enters into a joint venture with a person who has been convicted of a public entity crime in Florida during the preceding thirty-six (36) months shall be considered an affiliate. 4. I understand that a "person" as defined in Section 287.133(1)(e), Florida Statutes, means any natural person or entity organized under the laws of any state or of the United States with the legal power to enter into a binding contract and which bids or applies to bid on contracts for the provision of goods or services let by a public entity, or which otherwise transacts or applies to transact business with a public entity. The term "person" includes those officers, directors, executives, partners, shareholders, employees, members, and agents who are active in management of an entity. 5. Based on information and belief, the statement which I have marked below is true in relation to the entity submitting this sworn statement. (Note: indicate which of the below statements apply) XNeither the entity submitting this sworn statement, nor any officers, directors, executives, partners, shareholders, employees, members, or agents who are active in management of the entity, nor the affiliate of the entity has been charged with and convicted of a public entity crime subsequent to July 1, 1989. City of Sanford Required Forms RFP#13/14-05 Debt Collections November 26, 2013 *,* enn re p crt Service e Integrity ° Results Project Name: Debt Collection Services Proposal No.: RFP 13/14-05 The entity submitting this sworn statement, or one or more of the officers, directors, executives, partners, shareholders, employees, members or agent who are active in management of the entity, or an affiliate of the entity, has been charged with and convicted of a public entity crime subsequent to July 1, 1989. The entity submitting this sworn statement, or one or more of the officers, directors, executives, partners, shareholders, employees, members or agents who are active in management of the entity, or an affiliate of the entity, has been charged with and convicted of a public entity crime subsequent to July 1, 1989. However, there has been a subsequent proceeding before an Administrative Law Jury of the State of Florida, Division of Administrative Hearings and the Final Order entered by the Administrative Law Jury determined that it was not in the public interest to place the entity submitting this sworn statement on the convicted vendor list. (You must attach a copy of the final order.) I understand that the submission of this form to the City of Sanford is for the city only and, that this form is valid through December 31, of the calendar year in which it is filed. I also understand that i am required to inform the City prior to entering in to a contract in excess of the threshold amount provided in section 287.017, Florida Statues, for category two of any change in the informatio• intained in this form. P n 23-2470030 Penn r-0 Corp Biddey ! FEIN No. 11/25/2013 Signature of Authorized Representative (Affiant) Date Thomas F. Foley, Jr./Chief Operating Officer Printed or Typed Name and Title of Authorized Representative (Affiant) COUNTY OF Dauphin STATE OF Pennsylvania On this 25th day of November , 20 13 , before me, the undersigned Notary Public of the Stat o pper.sonally appeared Thomas F. Foley, Jr. whose name(s)�}i` ucribed to the within instrument, and (lishe/they acknowledge th t-heIshe/they executed it. WITNESS my hand and official seal. He/She is personally known"me or has pr.duced_ Personally known to me , as identification. I ,1 L. of__ (Nota P blic in and for the County and State Aforementioned) SEAL My commission expires: - ' -te)° 41 END OF SECTION 00436-2 City of Sanford Required Forms RFP#13/14-05 Debt Collections November 26, 2013 at Penn Credi Service e Integrity ® Results Project Name: Debt Collection Services Proposal No.: RFP 13/14-05 SECTION 00438-1 COMPLIANCE WITH THE PUBLIC RECORDS LAW AFFIDAVIT Upon award recommendation or ten (10) days after opening, submittals become "public records" and shall be subject to public disclosure consistent with Chapter 119, Florida Statutes. Proposers/Bidders must invoke the exemptions to disclosure provided by law as applicable to the response to the solicitation, must identify the data or other materials to be protected, and must state the reasons why such exclusion from public disclosure is necessary. The submission of a proposal authorizes release of your firm's credit data to the City of Sanford. If the Bidder submits information exempt from public disclosure, the Bidder must identify with specificity which pages/paragraphs of their bid/proposal package are exempt from the Public Records Act, identifying the specific exemption section that applies to each. The protected information must be submitted to the City in a separate envelope marked accordingly. By submitting a response to this solicitation, the Bidder agrees to defend, indemnify and hold the City harmless in the event we are forced to litigate the public records status of the Bidders documents. Penn er/Corr. r %.� Bidder 11/25/2013 Sig at r- of Authorized Representative (Affiant) Date Thomas F. Foley, Jr./Chief Operating Officer Printed or Typed Name and Title of Authorized Representative (Affiant) COUNTY OF Dauphin STATE OF Pennsylvania On this 25th day of November , 20 13 , before me, the undersigned Notary Public of the StAf ' personally appeared Thomas F. Foley, Jr. whose names is/are�su'bscribed to the within instrument, and /she/they acknowledge that 41 /she/they executed it. WITNESS my hand and official seal. He/She is personally known t -me or has producedl Personally known to me , as identification. ILn _,VOT r (Notary Pupjic i and for the County and State Aforementioned) SEAL My commission a pires: b' J0 END OF SECTION COMMONWEAL CH OF-PENNSYLVANIA City of Sanford Notarial Seal Required Forms RFP#13/14-05 Debt Collections Tracy Grohman,Notary Public q City of Harrisburg,Dauphin County November 26, 2013 My Commission Expires Aug.30,2015 • MEMBER,PENNSYLVANII ASSOCIATION OF NOTARIES enn r dat l e Service ® Integrity ° Results Project Name: Debt Collection Services Proposal No.: RFP 13/14-05 SECTION 00450-1 CERTIFICATION OF NON-SEGREGATED FACILITIES FORM The Contractor certifies that no segregated facilities are maintained and will not be maintained during the execution of this contract at any of its establishments. The Contractor further certifies that none of its employees are permitted to perform their services at any location under the Contractor's control during the life of this contract where segregated facilities are maintained. The Contractor certifies further that it will not maintain or provide for its employees any segregated facilities at any of its establishments, and that he will not permit his employees to perform their services at any location, under his control, where segregated facilities are maintained. As used in this certification, the term "segregated facilities" means any waiting rooms, work area, rest rooms and wash rooms, restaurants and other eating areas, time clocks, locker rooms and other storage or dressing areas, parking lots, drinking fountains, recreation or entertainment areas, transportation, and housing facilities provided for employees which are segregated by explicit directive or are in fact segregated on the basis of race, creed, color or national origin, because of habit, local custom, or otherwise. The Contractor agrees that (except where it has obtained identical certification from proposed subcontractors for specific time periods) it will obtain identical certifications from proposed subcontractors prior to the award of subcontract exceeding $10,000 and that it will retain such certifications in its files. Penn Credit d'''oration Contractor de,1", 11/25/2013 Signal- of Authorized Representative Date Thomas F. Foley, Jr./Chief Operating Officer Printed or Typed Name and Title of Authorized Representative END OF SECTION City of Sanford Required Forms RFP#13/14-05 Debt Collections November 26, 2013 4.01111 Penn re d Service o Integrity 0 Results Project Name: Debt Collection Services Proposal No.: RFP 13/14-05 SECTION 00452-1 DISPUTES DISCLOSURE FORM Answer the following questions by answering "YES" or "NO". If you answer "YES", please explain in the space provided, please add a page(s) if additional space is needed. 1. Has your firm, or any of its officers, received a reprimand of any nature or been suspended by the Department of Professional Regulation or any other regulatory agency or professional association within the last five (5) years? NJ (Y/N) 2. Has your firm, or any member of your firm, been declared in default, terminated or removed from a contract or job related to the services your firm provides in the regular course of business within the last five (5) years? Ni (Y/N) 3. Has your firm had filed against it or filed any requests for equitable adjustment, contract claims or litigation in the past five (5) years that is related to the services your firm provides in the regular course of business? (Y/N) Note: If yes, the explanation must state the nature of the request f r equitable adjustment, contract claim or litigation, a brief description of the case, the outcome or status of suit and the monetary amounts or extended contract time involved. I hereby certify that all statements made are true and agree and understand that any misstatement or misrepresentation or falsification of facts shall be cause for forfeiture of rights for further consideration of the project identified. Penn Cre•• orporatio,/ Firm 11/25/2013 Signature of Authorized Representative Date Thomas F. Foley, Jr./Chief Operating Officer Printed or Typed Name and Title of Authorized Representative END OF SECTION SECTION 00454-1 DRUG FREE WORKPLACE FORM City of Sanford Required Forms RFP#13/14-05 Debt Collections November 26, 2013 '" enn re ► Service • Integrity • Results Section #0452-1 Disputes Disclosure Form Supplement to Question 3 answered yes. There are times when nuisance suits are received and it has not been substantiated that Penn Credit violated any governing laws at the state or federal level. In these instances however, Penn Credit agrees to settle in order to be economically prudent. All such settlements have releases with non-disclosure statements executed by both parties. City of Sanford Required Forms RFP#13/14-05 Debt Collections November 26, 2013 enn re cf st Service m Integrity ° Results Project Name: Debt Collection Services Proposal No.: RFP 13/14-05 The undersigned, in accordance with Florida Statute 287.087 hereby certifies that the company named below does: 1 1. Publish a statement notifying employees that the unlawful manufacture, distribution, dispensing, possession, or use of a controlled substance is prohibited in the workplace and specifying the actions that will be taken against employees for violations of such prohibition. 2. Inform employees about the dangers of drug abuse in the workplace, the business's policy of maintaining a drug-free workplace, any available drug counseling, rehabilitation, and Employee assistance programs, and the penalties that may be imposed upon employees for drug abuse violations. 3. Give each employee engaged in providing the commodities or contractual services that are proposed a copy of the statement specified in item 1. 4. In the statement specified in item 1, notify the employees that, as a condition of working on the commodities or contractual services that are under bid, the employee will abide by the terms of the statement and will notify the employer of any conviction of, or plea of guilty or nolo contendere to, any violation of Chapter 893 or of any controlled substance law of the United States or any state, for a violation occurring in the workplace no later than five (5) days after such conviction. 5. Impose a sanction on, or require the satisfactory participation in a drug abuse assistance or rehabilitation program if such is available in the employee's community, by any employee who is so convicted. 6. Make a good faith effort to continue to maintain a drug-free workplace through implementation of this section. Penn Cre.• 'orpora i.p Firm �� 11/25/2013 Signdfure of Authorized Representative Date Thomas F. Foley, Jr./Chief Operating Officer Printed or Typed Name and Title of Authorized Representative END OF SECTION City of Sanford Required Forms RFP#13/14-05 Debt Collections *41, November 26, 2013