Financial Asset Management Systems
July 18, 2008
REQUEST FOR INFORMATION
OFF SHORE SUBCONTRACTING SERVICES
RFI #07-2008
RFI Coordinator:
Sharon Stickles
Director of Marketing
Introduction: Financial Asset Management Systems, Inc. (FAMS) is an industry leader in developing innovative and specialized services addressing active receivables, early out, customer care, and first and third party collections. FAMS provides a full range of services to a diverse client base in the government, education, financial services, healthcare, and telecommunications/media industries. As a collection agency, FAMS ranks in the top 1% nationally in terms of size and the quality of its clients. Currently, FAMS has approximately 500 employees across four locations in Georgia, Missouri and Oregon. FAMS is licensed and performs collection activities in all jurisdictions as required.
Planned Schedule of Events:
Release of RFI July 18, 2008
Deadline for Initial Written Questions July 25, 2008
FAMS Responds to Written Questions August 1, 2008
RFI Submission Deadline August 8 2008
Initial Evaluation August 22, 2008
Site Visits September 2008
Selection and Contract Negotiation September 2008
Contract Award October 2008
RFI Communications: All communication regarding this RFI must be directed via email to the following individual who has been designated as RFI Coordinator.
Sharon Stickles
Director of Marketing
Written inquiries will be accepted at the above email address until July 28, 2008. FAMS will provide responses to appropriate written questions by e-mail or at www.fams.net by August 1 2008, or as soon as practical. Include RFI#07-2008 in the subject line of your email.
RFI Submission: RFI response must be submitted to the following address:
Ms. Sharon Stickles
Director of Marketing
FINANCIAL ASSET MANAGEMENT SYSTEMS, INC.
2859 Paces Ferry Road
Suite 510
Atlanta, GA 30339
404-831-0511
RFI responses must be received at the above address by 5:00 pm EST on August 8, 2008. Packages must be clearly labeled “Response to RFI #07-2008”.
RFI response packages consist of:
1. One original and four copies of the RFI response appropriately labeled RFI 07-2008.
2. One electronic version, CD in Microsoft Word format, of the RFI response appropriately labeled RFI #07-2008.
Original and copies should be clearly marked as such and separately bound in three ring binders.
Mandatory Requirements:
The entity must currently own and operate an off shore operations center that is fully licensed, insured and bonded to conduct collection activity in the 50 United States and US Territories. The entity must be willing to dedicate its personnel as a subcontractor for FAMS and meet all FAMS’ client requirements in order to perform collection and collection related activities. The entity must be willing to host at its expense a site visit by members of FAMS senior management team as part of the evaluation process.
Additional Requirements:
If an agency is certified as a MBWB or DVBE owned entity, please submit the certification documentation along with the RFI response.
Company Profile:
1. Agency Name
2. Agency Address
3. Agency Telephone Number and Fax Number
4. Agency Contact Person Name and Title
5. Agency Contact Person E-mail Address
6. Agency Contact Person Telephone Number
History and Experience:
1. How long has the agency been in business?
2. List and describe the agency ownership structure.
3. List the names and provide resumes of the agency’s executive management team clearly identifying Ex-Pat’s and local hires as such.
4. List the location (s) of all operating centers (to include Off Shore locations); and if the real estate is owned, or leased by the agency.
5. Has your agency been sold within the last three years, or intends on selling within the next three years.
6. Describe your percentage of overall business, expertise and experience in the following sectors: Education, Government, Financial Services, Telecommunications/Media, and Healthcare.
7. How long has your off shore operations center been in existence and operating full time?
8. Describe any commitments or support you receive for your off shore location from the local and/or national government?
9. Describe your percentage of overall business in your off shore operations center?
10. Describe if your off shore operations center is currently capable of providing back office and support function tasks?
11. How many employees (breakdown staffing for mangers, collectors, IT, HR, F&A) work at your off shore operations center?
12. What is your current turnover rate as a company and in the off shore operations center?
13. What is the primary language for the off shore operation?
14. Is English a second language in your off shore operation and do you provide ESL training for your employees?
15. What is the maximum capacity of the existing infra-structure of your off shore operation and the current capacity used in the off shore operations center?
16. What is the time travel required to get to your operations center from Atlanta, GA using scheduled airline flights?
17. List the number of current clients and years of experience in each of the sectors stated above in #6,
18. Provide your average annual account placement volume in each of the sectors in #6.
19. Provide your agency’s average annualized liquidation for Education (Guaranty Agencies, Campus Based Student Loans, and Alternative Student Lenders).
20. Provide your agency’s average annualized liquidation for Government
(Federal, State and Local – State type of collection work).
21. Provide your agency’s average annualized liquidation for Financial Services (Automotive, Retail, Bankcard, Consumer Loans, Mortgage, Home Equity, DDA).
22. Provide your agency’s average annualized liquidation for Telecommunications/ Media (Local and Long Distance land line, Wireless, ISP, Satellite, Cable).
23. Provide your agency’s average annualized liquidation for Healthcare (Hospital / Medical Center Inpatient / Outpatient, Physician Group, Specialty).
24. Identify current or prior U.S. based agency work experience.
25. Identify voice experience vs. back office support experience.
26. State whether or not you would be open to a Build, Operate, Transfer solution to FAMS’ needs and if so what terms you would propose and what experience you have of this approach.
27. State whether or not you would be open to a joint venture solution to FAMS’ needs and if so what terms you would propose and what experience you have of this approach.
Technology and Security:
1. Describe your specific collection system and whether you can provide VPN access.
2. State whether or not you would be willing to have your staff access and use FAMS’ collection system instead of your own.
3. Describe your physical and computer security systems.
4. Describe your telephony system.
5. Describe your desktop system.
6. Describe your data network.
Recruiting, Hiring and Training:
1. Describe your recruiting practices.
2. What is your employee turnover rate?
3. Describe your hiring process.
4. Describe your training and retraining practices.
5. Detail your management team’s experience in the industry and any certifications, such as ACA.
Compliance and Quality Assurance:
1. Describe your current compliance record (complaints, law suits, etc.)
2. Describe your compliance verification process with consumers.
3. Describe your current client compliance auditing process.
4. Describe your letter administration process.
5. Do you have a U.S. jurisdiction accounts receivable management industry experienced attorney on staff?
6. Describe your call monitoring and call recording capability.
Client Services:
1. Describe the structure and responsibilities of your Client Services department.
2. Describe the documentation you maintain for client process mapping and the implementation process for new clients.
Accounting and Finance:
1. Please provide three years of your audited financial statements for review.
2. Describe your payment processing responsibilities and processes.
3. Describe your statement and invoicing processes.
4. Describe your accounts receivables processes.
5. Describe your accounts payable processes.
Additional Documentation:
Provide an organization chart with all departments and management personnel with their respective positions and resumes where relevant.
Provide a list of three relevant professional references.
Provide your insurance and bonding agent’s contact information and the standard information you would normally provide to a prospect.
Provide a state by state licensing chart and a list of any local licenses your agency holds as current.
Provide copies of any current certifications such as, SAS70, ISO17799, PCI and Title Four Attestation Audit.
Provide a copy of your Disaster Recovery/Business Continuity Plan
Subcontractor Agreement::
FAMS will provide a Subcontractor Agreement for review to those agencies selected for a site visit.
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2859 Paces Ferry Road, Suite 510
Atlanta, GA 30339
Proprietary and Confidential 1