DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Asset Recovery Collections System
Vendor Response (Revised 2/18/2016)
Introduction
The Division of Rehabilitation and Liquidation (Division) desires to replace its manual method of
collections billing with an information technology-assisted method that includes a user-friendly
online payment system. The Division has identified a number of system and service
characteristics as being of particular interest. These characteristics are listed below. Note:
online debtor access capability is required. Please see item #31, below. Characteristics other
than those listed here may also be desired.
Please respond completely to the prompts as indicated throughout the document.
Background on the Division of Rehabilitation and Liquidation
Insurance companies are exempt from federal bankruptcy jurisdiction and are instead subject
to state law regarding receivership. Under Florida law, the Second Judicial Circuit Court in Leon
County, Florida, has jurisdiction over insurance company receivership matters. Pursuant to
chapter 631, Florida Statutes, the Court may in certain circumstances order an insurance
company into receivership.
The role of the Division is to perform the Department of Financial Services’ duties as courtappointed Receiver of insurance companies ordered into receivership. In this capacity, the
Division as Receiver administers the affairs of a company placed into receivership by the Court’s
order. While administering the affairs of the company, the Receiver bills to collect outstanding
receivables of various types.
Background on the Division’s Asset Recovery Collections Operation
When the Receiver liquidates an insurance company, the Division’s Asset Recovery Section
(Section) handles collection activity associated with the company’s assets. Collections for
multiple companies are handled simultaneously.
The Section manages collections for a number of different asset types, including salvage,
subrogation, amounts owed by agents for unearned commission, and others. Currently,
Section staff members use a combination of spreadsheets and other tools to perform billing,
reporting, and other tasks. As noted above, the Division desires to replace its manual method of
collections billing with an information technology-assisted method that includes a user-friendly,
virtual collections agent that can accept online payment.
Asset Recovery Collections System – Vendor Response (Revised 2/18/2016)
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Asset Recovery Collections System – System Characteristics
In the Yes/No/Comments column:

Please indicate “Yes,” if the system provides the functionality (or provides the functionality with user-level configuration.)

Please indicate “No,” if the system does not provide the functionality or would require coding to provide the functionality.

Add explanatory notes, as desired.
Account-Related Characteristics
Yes/No/Comments
Estate Detail
1.
Accounts by Estate/Company. We manage collections for a
number of different companies. It is required that the
system tie each account to a particular estate or company.
(This might be similar to tying each account to an originator
or client.)
Multiple Account Types
2.
Multiple Account Types. For each company, we manage a
number of different kinds of collections. It is most desirable
that the system provide the ability to manage multiple
account types per company (e.g., subrogation, salvage,
unearned commission, and others.) “Manage” includes but
is not necessarily limited to the ability to generate notices,
invoices, and other documents, and record transactions,
disputes, judgments, and other related information.
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Account-Related Characteristics
Yes/No/Comments
Account Balance Detail and Supporting Data Elements
3.
Balance Due. It is most desirable that the system provide
the ability to calculate a balance due on each account in the
system.
This functionality presumes the ability is also provided to
record or manage the following in relation to each account:
a.
Payor (name and demographics) .
b.
Receivables .
c.
Adjustments .
d.
Settlements/settlement amount .
e.
Write-offs .
f.
Total monthly payment .
g.
Payment due date .
h.
Principle, interest, tax and fee amounts due and
amounts paid where applicable .
i.
Dates specific amounts billed .
j.
Dates specific amounts paid .
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Account-Related Characteristics
k.
Nature of payment (e.g., settlement, lawsuit, salary
advance...) .
l.
Running balance .
Yes/No/Comments
Account Closure and Reopening Detail
4.
Closure/Reopening. It is most desirable that the system
provide the ability to record account closure, reopening, and
related data. Account closure may take place when no
further recovery activity is expected on that account.
Account closure and reopening is applicable to accounts of
all recovery types.
Account Management
5.
Individual Account Management. It is most desirable that
the system provide a user interface suitable for managing
individual accounts, allowing certain transaction,
correspondence, and other records to be viewed, added
and/or edited via the user interface for each account, as
applicable.
6.
Account Record Search. It is most desirable that the system
provide the ability to search account records by a number of
account fields and return a result list to screen.
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Account-Related Characteristics
7.
Yes/No/Comments
Ad-hoc Account Record Search. It is highly desirable that
the system provide the ability to construct ad-hoc record
searches via the user interface. This tool would allow a user
to select fields and supply criteria for those fields to govern
the inclusion of records in the search results. The user could
also indicate which fields to include in the result set.
Contact Detail
8.
Multiple Contacts. It is most desirable that the system
provide the ability to associate multiple contacts with each
account.
9.
Primary Contact Flag. It is most desirable that the system
provide the ability to designate one contact on each account
as the primary contact.
10. Contact Demographic Information. It is most desirable that
the system provide the ability to store demographic
information for each contact, including but not limited to
address and email.
11. Historical Address Records. It is most desirable that the
system provide the ability to store historical address records
for each contact, with the ability to indicate why an address
record was superseded (e.g., bad address, etc.)
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Account-Related Characteristics
Yes/No/Comments
12. Bad Address Flag. It is most desirable that the system
provide the ability to designate an address as a bad address
even if not superseded by another address.
Correspondence Log Detail
13. Correspondence Generation. It is most desirable that the
system provide the ability to generate account
correspondence from Division-customized templates, with
data dynamically inserted from the database upon
generation. A user would supply criteria to select the
accounts from within an account type. (Whether
correspondence generation is possible to only primary
contacts, or to other contacts also, will be of interest to the
Division.)
14. Correspondence Log. It is most desirable that the system
provide the ability to log and view system-generated
account correspondence, including the type of
correspondence and the date it was generated.
15. Automatic and Manual Logging. It is desirable that logging
occur automatically where possible and be possible
manually where automatic logging is not implemented.
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Account-Related Characteristics
Yes/No/Comments
16. Outside Correspondence Logging. It is desirable that the
system provide the ability for a user to manually log and
subsequently view correspondence generated outside the
system.
17. Link to EDMS-Stored Correspondence. It is desirable that
the correspondence logging provide a link to related
documents and correspondence stored in FileNet.
Dispute Detail
18. Dispute Detail. It is most desirable that the system provide
the ability to record dispute information regarding the
invoiced balance due.
Incurred Cost Detail
19. Incurred Cost Detail. It is most desirable that the system
provide the ability to track costs incurred in relation to each
account. Tracking of incurred costs is applicable to all
recovery types and to all Outside Service detail (please see
“Outside Service Detail” and “Reporting”, below.)
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Account-Related Characteristics
Yes/No/Comments
Legal Determination Detail
20. Legal Determination Detail. It is most desirable that the
system provide the ability to record multiple legal
determinations related to each account, such as summary
orders and judgments.
Note Detail
21. Account Level Notes. It is most desirable that the system
provide the ability for the user to record multiple notes at
the account level. Notes functionality is applicable to
accounts of all recovery types. The Division is interested in
exploring whether notes can be recorded at any other
levels.
Outside Service Detail
22. Outside Service. It is most desirable that the system provide
the ability to track referrals to outside service providers and
certain information about the referred work. Outside
services may be used for premium auditing, collections, real
estate sales, subrogation recovery, salvage recovery, vehicle
and vessel title, and other activity. The following types of
outside service are applicable to accounts of all recovery
types.
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Account-Related Characteristics
a.
Referrals to Collections. It is most desirable that the
system provide the ability to track account referrals to
collections. After a number of attempts to collect an
amount due, an account may be turned over to a
collection attorney or agency.
b.
Referral Data. It is most desirable that the collections
data to be tracked include the name of the collections
agency or firm, the amount referred, the gross amount
collected, the contingency amount, the expenses
amount, and the net amount recovered.
c.
Other Service Providers. It is most desirable that the
system provide the ability to track retention of
miscellaneous (i.e., not pre-defined) service providers in
relation to any account.
d.
“Other Service Provider” Data. It is most desirable that
the data to be tracked in regard to other services
include the name of the servicer, the type of service,
and any of the following which are applicable:
estimated recovery, the gross amount collected by the
servicer, the contingency or cost of the servicer, the
expenses deducted by the servicer, the net amount
recovered for the estate, and whether the service is
ongoing or finished.
Yes/No/Comments
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Account-Related Characteristics
Yes/No/Comments
Promissory Note/Payment Plan Detail
23. Promissory Payment Plans. It is most desirable that the
system provide the ability to calculate and record a
promissory payment plan for each account.
24. Promissory Payment Plan Data. It is most desirable that the
promissory payment plans incorporate principle, interest,
options for installment periods, payments against the plan,
and other supporting data, including the date the plan was
accepted, etc.
25. Amortization Schedules and Coupons. It is highly desirable
that the system provide the ability to create amortization
schedules and payment coupons based on those schedules.
This functionality is applicable to all types of recovery.
Settlement Agreement Detail
26. Settlement Agreement Detail. It is most desirable that the
system provide the ability to record settlement agreements,
including the settlement amount and other supporting data.
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Account-Related Characteristics
Yes/No/Comments
Status Detail
27. Status Detail. It is most desirable that the system provide an
account collection status indication that is, as much as
reasonable and possible, automatically determined by the
system based on associated data. For example, if an account
has been referred to collections and is not closed, it is “in
collections”. Another combination of factors may indicate
that an account is open without referral, on a promissory
plan, in litigation, in judgment (not currently in litigation,)
etc. The status value is commonly used for reporting
purposes.
Transaction Detail and History
28. Transaction Detail and History. It is most desirable that the
system provide the ability to enter transactions on accounts
and view a transaction history for each account. Please see
Account Balance Detail and Supporting Data Elements,
above.
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
General Characteristics
Yes/No/Comments
Import/Export Tools
29. Import/Export via the UI. It is most desirable that the
system provide the ability to execute manually initiated bulk
imports/exports in Microsoft Excel and/or CSV formats.
30. Import/Export via API. It is required that the system provide
the ability to use an application programming interface
(API), EDI, or similar feature to execute bulk imports/
exports.
Online Access for Debtors
31. Basic Online Access. It is required that the system provide a
means for debtors to access their account information
online and pay their amounts due online.
32. Enhanced Online Access. It is desirable that the system
provide a means for debtors to interact with prompts and
logic configured by administrators to handle multiple
scenarios. This functionality could provide, for example, the
ability for debtors to negotiate payment plans according to
preconfigured parameters.
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
General Characteristics
Yes/No/Comments
Reporting
33. Ad-hoc Reporting. It is most desirable that the system
provide ad-hoc query and reporting capabilities. The system
should include, or integrate with, an industry standard
report writing tool.
Security and Performance
34. Role-Based Security. It is most desirable that the application
implement role-based security, including the ability to
restrict user access by estate and account type, as well as
other features. Provide a description of the Solution’s
security role/permission structure.
35. Data Transmitted and Stored in United States of America.
Please affirm that the Solution will neither transmit nor
store Division data outside the United States of America.
36. SSL Encryption. Please affirm that the Solution will use SSL
encryption for all activities requiring a log in, and that all
data will be encrypted during transit.
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
General Characteristics
Yes/No/Comments
37. Data at Rest Encrypted. If hosted, please affirm that
sensitive Solution data at rest will be encrypted. Such data
includes, but is not limited to, debtor name, address, date of
birth, and tax id/social security number, in addition to any
other information protected by HIPAA and other federal
regulations.
38. Description of Hosting Facility. Provide a full description of
any non-Division hosting facility, if any, which will be part of
the Solution, in terms of physical security, power
redundancy, and other salient features.
39. Backup and Retention. Provide a description of the backup
and retention features and policies that will be in place
related to the Solution.
40. Disaster Recovery Policy. Provide a description of the
disaster recovery policy/policies that will be in place related
to the Solution.
41. Uptime. Provide information about the uptime
commitment(s) that will be associated with the Solution.
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Asset Recovery Collections System – Related Services and Other Items
In the Yes/No/Comments column:

Please indicate “Yes,” if you can provide the services.

Please indicate “No,” if you cannot provide the services.

Add explanatory notes, as desired.
Related Services and Other Items
Comments
42. Implementation Planning and Project Management. Please
provide an implementation plan for the Solution with your
response. Please describe your project management
methodology.
43. Training. Please describe the training that will accompany
the Solution. The Division should, by the end of the
implementation period, be able to import new debtors
associated with specific estates without assistance. (An
estate is possibly analogous to a “client” of a debt collection
firm.) This item has been combined with item #49, below.
44. Quality Assurance. Please describe your quality assurance
procedures related to ensuring correct functioning prior to
the conclusion of the implementation period.
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Related Services and Other Items
Comments
45. Telephone Support. Please describe the availability of
knowledgeable human help or support by phone for system
administrators and for end-users. (Please specify any other
means of obtaining help that are available.)
46. Web-based Support. Please describe the capability to
submit technical support tickets online. Address the ability
to search a technical support knowledgebase for solutions.
47. Help Material. Please describe the availability of inapplication and online, searchable, help material for endusers and administrators.
48. Maintenance/Updates. Please describe your process for
upgrades and system releases. Please describe how
upgrades of the system to ensure compatibility with yet-tobe-released versions of client, server, and database
software, as applicable depending on the Solution, are
handled.
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Related Services and Other Items
Comments
49. Training. Please provide a training plan and describe any
training that is available. The Division prefers remote/virtual
training sufficient for a minimum of two locations. If this is
not feasible, please indicate so in your response.
Division personnel should, by the end of the
implementation period, be able to import new debtors
associated with specific estates without assistance. (An
estate is possibly analogous to a “client” of a debt collection
firm.)
50. Posting of Redacted Copy. Please affirm that you have no
objection to the posting of a redacted copy of any contract
or procurement documents with the Division on a public
information web site hosted by the State of Florida.
51. References. Provide at least two references of clients for
whom you have provided a Solution similar to the one
desired by the Division.
52. Remote Fulfillment of Scope of Work. Please indicate
whether all services in fulfillment of the Scope of Work in
the associated RFP can be delivered remotely.
53. Staffing Information. Provide staffing details, to include
resource assignments listing name(s), experience, and
resume(s).
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DEPARTMENT OF FINANCIAL SERVICES
DIVISION OF REHABILITATION AND LIQUIDATION
Asset Recovery Collections System – Price Proposal
Provide an estimate of total costs for the Solution. Please make sure all of the following (as applicable), and any other expenses
anticipated, are included and itemized separately for each of the first three years and by type:






Professional/Technical services, itemized according to sub-type: Project Management, Training, etc.
Customization/Integration
Migration
Software licensing
Maintenance and technical support
Any other costs
54.
Provide information on per transaction costs associated with system use, such as transaction fees, payment provider fees, and fees
for use of optional services.
55.
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