Subject Matter Expert (SME) Series: FY21 and Beyond: Initiatives and Innovation at Debt Management

Event Details:

This session provides updates on new initiatives at Debt Management and looks ahead at some of the new projects that are in store to improve operations and enhance customer service. Topics that will be covered:

Debt Program Accounting System (DPAS): Information and updates about the Debt Management redesign of its accounting system to modernize systems, processes and practices to improve traceability and auditability of delinquent debt collection.

Debtor Self-Service Project : An informational update of a collection tool Debt Management is planning to deploy to better align itself with automated tools that are available in the private sector’s financial market.

Scorecard 2.0 : Information and updates on the Agency Assessment Scorecard used as a collaborative approach between Debt Management and agencies to evaluate specific measures of debt collection performance.

TROR 2.0 : This reporting tool is an updated interface designed to follow the TROR Form in the Debt Management Information System (DMIS). With visualizations for every TROR line item, 2.0 provides users the ability to determine links and relationships between data elements.

Customer Journey Mapping: How Debt Management plans to use this tool as a strategic approach to a more comprehensive understanding of customer expectations in order to optimize the customer experience.

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