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LOCAL AUTHORITY DIGITAL COLLECTIONS EVOLUTION MARKET SURVEY
1.
Please provide your details
Name
Role
Organisation
Email (You must enter a valid address so that we can send you the report)
Phone number
2.
What are your
two
most significant challenges to executing digital transformation for automated customer engagement?
Understanding the benefits of digital (making the business case)
Budget provision
The volume of the benefits (business case already completed)
Defining digital collections strategy
Legal services
Internal skills/resources
Internal IT support
Internal IT systems
Alignment with strategic priorities
Siloed service departments
Vendor selection
Lack of benchmark data
Too many potential suppliers and capabilities
Lack of benchmark data
Other (please specify)
3.
For a digital project to be approved, what level of financial return is the organisation looking for?
1-3x investment costs
3-6 x investment costs
9-11x investment costs
12x investment costs
Please add any comments you feel are relevant to this answer.
4.
What are the top
two
reasons you would expand your digital capability in the coming months?
Reduced cost to serve/cost to collect
Increase accelerate cash collected
Reduce arrears levels
Reduced bad debt provision
Understand customer needs
Improve customer and agent satisfaction
Automate and digitise customer engagements
Increase self-service levels
Reduce reliance on human operations
Handle increased volume of accounts
Meet regulations
Reduce complaints
5.
How would you rate your digital collections capability against your peers?
The best
Good
Average
Poor
Not sure
6.
What level of automation/self service do you currently have in the revenue collections department?
0-25%
25-50%
75-90%
90%+
7.
Do you know your cost to collect on your digital and non-digital/traditional channels?
Yes
No
8.
Do you have an accurate view of how your bad debts have improved due to previous digital collection activity in the revenue collections department?
Yes
No
9.
How many two-way digital channels do you offer in revenue collections?
0
10
Clear
10.
On which digital channel do you see the most contact e.g. SMS?
11.
Do your digital channels work in real-time together across channels, e.g. when customers reply to an SMS, they can immediately receive a callback from another channel?
Yes
No
12.
How many different ways can your customers pay on digital channels?
0
5
Clear
13.
Please explain what happens on digital channels when an agreed payment is missed.
14.
Please explain what happens on digital channels when a recurring payment is declined.
15.
Can you store card payment details so it is easy for customers to pay on digital channels when they return?
Yes
No
16.
Please confirm what technological advancement has had the single most significant impact on your digital collections outcomes in the past year.
17.
How do your digital channels work with your core operational system(s)?
Batch file
Real-time
Both
18.
If a customer does something on digital channels, can your staff see that event in the collections system quickly or near real-time?
Yes immediately
Yes but it takes over 12-24 hours
No
We are working on that
Don't know
19.
Do you think your staff may call a customer when they have already completed the required action on digital channels?
Yes
No
It happens sometimes
It happens frequently
It is a big problem for us
Not sure
20.
Please select
all
the digital engagement channels you offer customers in revenue collections.
1-way SMS
Interactive SMS
Interactive automated voice recognition
Automated telephony (touchtone)
Interactive email (reply to email)
WhatsApp
Telegram
Facebook Messenger
Video messaging (human to human)
Desktop browser web portal
Any device web portal
Mobile app
Manual agent web chat
Other (please specify)
21.
What are your current most popular channels used in revenue collections? Please select
up to three answers.
Human voice
Interactive SMS
Interactive automated voice recognition
Automated telephony (touchtone)
Email
Interactive email (reply to email)
WhatsApp
Telegram
Facebook Messenger
Video messaging
Desktop browser web portal
Any device web portal
Mobile app
Other (please specify)
22.
Do you know the average volume split on each of these channels?
Yes
No
23.
Do you think your contact centre staff and your customers would benefit from video calling, helping the customer to see the collector virtually?
Yes
Maybe
No
Please add any comments to your answer stating why you have this view.
24.
What functions do you offer on digital channels? Please select
all that apply.
Customer authentication
Payment now
Payment later
Part payment
Promise to pay (PTP)
Have paid
Store payment details
Talk to agent (call back)
Live chat with agent
Payment plans setup
Change payment plan
Income and expenditure assessment
Update account/personal information
Debt advice
Raise a complaint
Give feedback on service
Set up alerts preferences
Select preferred communication channel
25.
Do you use chatbot technology, and what does it do?
Yes I use it for simple FAQs
Yes, it is personalised to customer account data
I don't use chatbot technology
26.
Does your chatbot do any of the following?
Authentication
Take payments
Set up plan
Provide personalised account data to customer
Debt advice
None of the above
27.
Please provide any other information you feel is important about your digital channels as part of our research.
28.
What technically drives the conversation with your customers?
The communications system receives accounts and decides what to send and what channel to use
The collections system determines everything e.g. message ID, channel
Automated and manual intervention
I don't know
29.
Do you need to complete a formal income and expenditure assessment process for customers in certain situations?
Yes
No
30.
How do you complete an income and expenditure assessment?
Manually
Manually and digital webform
Manually, digital with open banking automation
If open banking, what % of customers select this method?
31.
Do you use Robotic Process Automation (RPA) to enable your digital channels to work better with the revenue collection/operational system(s)?
Yes
No
32.
How do you achieve the best user experience on your digital channels? Please select
all that apply.
Revenue collections staff validate all the messaging
Marketing or other departments have final review
We take the lead from the vendor
We hire an external organisation that specialises in user experience
Other (please specify)
33.
Do you send different tonality messages to customers based on their risk segment?
Yes
No
34.
Do you have firm plans to include revenue collections capability in your online or mobile banking interfaces in the next 12 months if you do not already?
Already have it
Yes
No
35.
Do you feel you adequately understand the capability of the top 5 omnichannel vendors?
Yes
No
36.
Please state who you think are the top 3 omni-channel/automated communication vendors.
Vendor 1
Vendor 2
Vendor 3
37.
Are you happy you have the correct strategic input from your vendor to make you a world-class leader in digital collections?
Yes
Not anymore
They are improving, and we are growing together
No, not at all
38.
Do you have the proper delivery support from your vendor?
Yes
No
39.
Have you ever completed an automated or manual survey (NPS) with your customers to understand how happy they are with the general collections process and digital engagement channels you offer?
Yes
No
40.
Do you have adequate management information or dashboards to review performance on your digital channels?
Yes
No
41.
Is it easy and low cost to make changes to your digital revenue collections strategy?
Yes
No
42.
How often do you run champion challengers on your digital strategies?
We do not
Once a year
2-5 times a year
43.
Do you feel you can run trials and or champion challengers for digital communications with the right measurements and controls?
Yes
No
44.
If you send an email, do you have added features?
We use DKIM
We send under our sub-domain
None of the above
We don't send an email
45.
Do you use machine learning (ML) or artificial intelligence (AI) in your digital engagement strategy?
Yes
No, it is judgemental rules configured by humans
Both
46.
How do you authenticate customers on digital channels?
Same questions as staff would ask
Stronger authentication than the collections operation
47.
Do you use multiple vendors for digital collections?
No
1-2
3+
I don't know
48.
Do you think the revenue collections communication system should be the same system that is used for communications for the rest of the customer journey, or are you OK with it being separate?
It should be the same
It's ok that it is separate
Please state why you anwsered the way you did.
49.
What are your 3 biggest volume contact drivers in the revenue collections department?
Driver 1
Driver 2
Driver 3
50.
If you could do your digital projects again, what would you have done differently?
51.
Are you interested in Arum supporting you develop an strong business case based digital strategy?
I'd like to find out more about how Arum could help
Not at this time
52.
Would you be interested in paying for a 3-day assessment to help benchmark your capability against your competitors and understand your top 3 areas for improvement?
I'd like to find out more about how Arum could help
Not at this time
Current Progress,
0 of 52 answered
