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CGI Collections Conference 2018
WELCOME!
What is the Cloud? Ella Cockerell
David Goon
What is the cloud?
\kloud\ noun
the practice of storing regularly
used computer data on multiple
servers that can be accessed
through the Internet
What is the cloud, really?
a powerful way of
transforming your
business
Today
Limited number of tools and vendors
Data is scarce but manageable
IT has major influence and control
One platform, few devices
People only work when they are at work
Many tools and vendors to work with
Multiple platforms, many devices
Yesterday
Overabundance of data
IT has limited influence and control
People work wherever they want
The consequences of the status quo
Inability to work
remotely
Loss of competitive
advantage Risk of business
interruption
What you need to overcome
Unnecessary
spending
of businesses without
a continuity plan fail
within three years of
their first disaster
75% of workers report
working outside the
office at least part of
the time (Citrix, 2016)
61% average age of
S&P 500 corporations
by 2020
12 YRS “Customers can spend up to four
times the cost of their software
license per year to own and
manage their applications.”
- Gartner, “The End of Software”
Performance Time Confidence
Benefits of the cloud
Uses of the cloud
Take the next leap in
artificial intelligence
Analyze data to
make predictions
Create new applications
and digital services
Keep your business
secure and compliant
Store, back up, and
recover data
Unlock the potential of
connecting devices
On-premises
Single-tenant implementation
Owned and operated by
IT organization
Define your own data
management policies
Combination for private &
one or more public clouds
Allows IT organizations to
become brokers of services
Self-service and automation
capabilities provide new agility
Hybrid
Create your cloud strategy
Develop your
vision for digital
transformation
Leverage existing
expertise and skills
Prioritize cost
and innovation
Consider
compliance,
security and IP
Step 1 Step 2 Step 3 Step 4
Tomorrow
Many tools and vendors to work with
Overabundance of data
IT has limited influence and control
Multiple platforms, many devices
People work wherever they want
Integrated tools and vendors
Connected platforms and devices
Today
Data is used for important business decisions
IT is strategic to the business
People have access to what
they need, wherever they are
CGI Cloud Collections - Industry Situation
Desired Outcomes
• Access to CGI’s industry leading Collections
software (CACS) without the need for a
lengthy IT project
• Future proofed capability with costs that scale
to business volumes
• No need to invest in costly infrastructure
Desired outcomes:
• Affordable entry point that scales with
business volume.
• Flexible scalable solution
• Future proofed world-class agile solution
software
• Reduced cost of collections. Operational
efficiency and financial performance.
• Improved time to cash.
• Improved customer experience
• Improved reporting
• Debt management is one of the highest risk
activities in consumer credit.
• Highly regulated and customer facing.
• Collections systems unaffordable to T2
lending organisations. Resorted to
spreadsheets.
• headache of maintaining complex
infrastructure
• High cost of ownership
• Result is detriment to customers, financial
inefficiency and regulatory challenges.
Ideal solution:
• All inclusive monthly fee
• Rapid on boarding via MS Azure
• Easier route to regulator compliance
Challenges Ideal Solution
CGI Cloud Collections
CGI Cloud Collections delivers improved collection rates, lower cost to collect and a single view of the customer, all accessed via an
omni-channel customer interface. Cloud Collections optimises the management of debt portfolios for an all-inclusive monthly fee.
Cloud Collections – Scalable
CGI’s Cloud Collections scaled to your
business
Azure brings CGI’s technology to a new market
by using a model that scales to fit our customer
business model.
The power if CGI Collection and Microsoft
Azure
The best Collections software on the market
accessible on a platform that delivers almost
limitless capability and built in security.
Access without overhead.
For our clients this solves the problem of how
they can have access to the tools that they need
without the overhead an risk of large scale
infrastructure investment.
Cloud Collections – powerful and
secure Cloud Collections – Accessible
Product Alignment
Q & A
US G
ov
Glo
bal
Reg
ion
al
Ind
ust
ry
Microsoft Trusted Cloud Azure has the deepest and most comprehensive compliance coverage in the industry
ISO 27001:2013
ISO 27017:2015
ISO 27018:2014
ISO 22301:2012
ISO 9001:2015
SOC 1 Type 2
SOC 2 Type 2
SOC 3
CSA STAR Certification
CSA STAR Attestation
CSA STAR Self-
Assessment
FedRAMP High
FedRAMP Moderate
DoD DISA SRG Level 5
DoD DISA SRG Level 4
DoD DISA SRG Level 2
DFARS
DoE 10 CFR Part 810
NIST SP 800-171
FIPS 140-2
Section 508 VPATs
ITAR
CJIS
IRS 1075
PCI DSS Level 1
GLBA
FFIEC
Shared Assessments
FISC (Japan)
HIPAA BAA
HITRUST
21 CFR Part 11 (GxP)
MARS-E
IG Toolkit (UK)
NEN 7510:2011 (Netherlands)
FERPA
CDSA
MPAA
FACT (UK)
Argentina PDPA
Australia CCSL / IRAP
Canada Privacy Laws
China GB 18030:2005
China DJCP (MLPS) Level 3
India MeitY
Japan CS Mark Gold
Japan My Number Act
Netherlands BIR 2012
New Zealand Gov CIO Fwk
Singapore MTCS Level 3
Spain ENS
Spain DPA
UK G-Cloud
China TRUCS / CCCPPF
EU ENISA IAF
EU Model Clauses
EU – US Privacy Shield
Germany IT-Grundschutz
workbook
Data Center
Security
Regulatory Landscape
Daniel Spenceley Compliance Manager
Credit Services Association
• Overview of the Credit Services Association
• GDPR and UK data protection
• What’s on our agenda? • What’s coming up?
• Questions
Credit Services Association • The only UK trade association servicing the debt industry – includes debt
collection, debt purchase, tracing and other allied services
• Circa 300 members: – £57.5bn of debt held for collection = 48.5 million accounts – £50bn owned by debt purchasers – £4bn collections returned to the UK economy each year
• Members include: debt collection agencies; debt purchasers; creditors; tracing companies; enforcement agents; law firms; suppliers.
Credit Services Association • Industry integrity and reputation
– Recognised industry Code of Practice – Guidance and updates
• Lobbying and representation – Work closely with industry stakeholders and regulators
• Learning and development
– Apprenticeships – Diploma – Collector Accreditation Initiative and CSA Compliance Essentials
GDPR
• General Data Protection Regulation
• Applies from 25 May 2018
• Major changes – Accountability
– Enhanced rights
– Increased penalties and regulatory powers
GDPR
• What should be urgent priorities?
– Fair processing notices
– Contract amendments / addendums
– Data subject rights
– Have a plan to be compliant!
GDPR • Data Protection Bill / Data Protection Act 2018
• Data Protection (Charges and Information) Regulations 2018
• Brexit
• FENCA Code of Conduct
FCA • Extension of Senior Managers & Certification
Regime (SM&CR)
• Staff incentives, remuneration and performance management in consumer credit - guidance
• Dear CEO letter on complaints
• Approach to… documents / Transforming culture in financial services
FCA • Survey of Debt Collection and Debt Purchase – aim to
get a better understanding of the size of the sector
• Priorities for debt collection and debt purchase – Complaints handling – Incentives – Forbearance and litigation – Quality of data and contractual arrangements – Overpayments
What’s on our agenda • Funding of debt advice
– Wyman report – FCA’s MAS levy
• Debt and Mental Health Evidence Form
• European Commission proposed directive on credit servicers,
credit purchasers and recovery of collateral
• Scottish Civil Justice Council – Simple Procedure Review
What’s coming up?
• Brexit and European developments
• FCA – firms moving from authorisation to supervision
• Changes to the enforcement process
• GDPR
Work with the CSA
• UK Credit and Collections Conference, Statford-upon-Avon, 13 September 2018
• Membership
• Training and apprenticeships
• Contact CSA Head of Sales Mark Buckley – [email protected] / 0191 217 3073
© Groupe CGI inc. CONFIDENTIEL
Customer Vulnerability
Jamie McGrath
Headlines
• Overall household debt now totalling £1.9 trillion.
• Around three in ten working-age households show at least one
sign of debt distress.
• Total individual insolvencies were 8.5% higher in q1 vs. q1 2017.
• Council Tax is the most common priority debt on which clients
have arrears.
• Credit card debt remains the most common debt.
• Persistent debt levels result in embarrassment, stress, anxiety
and even depression.
• One in five new clients to Step-change has a “vulnerability”
alongside their financial difficulty (such as a physical or mental
health condition), and such clients are typically older.
30
What is Vulnerability
31
Financial Conduct Authority (FCA) state:-
A vulnerable consumer is someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.
• Vulnerability is never solely about the
characteristics or situation of the individual, but
also involves the actions of firms, agencies or
organisations.
• Emphasises the fact that everyone is potentially
vulnerable to detriment, while also requiring
organisations to think about individuals who
are currently “vulnerable” and “particularly
vulnerable”
The practitioners’ pack Consumer Vulnerability
Strategy
Specific duties under
the Communications Act
Breathing Space: Call
for Evidence
Regulators
2018 – Increased expectations from the regulator
32
OFWAT OFGEM OFCOM Government
33
What is Vulnerability
• Vulnerability to detriment – means the
customer’s situation has exposed them to
the risk of experiencing harm, loss, or
disadvantage.
• Financial capability and resilience, health
and life events as the key causes of
vulnerability.
• Vulnerability can be temporary, sporadic or
permanent in nature.
• Potentially vulnerable
• Vulnerable
• Particularly vulnerable
What is Vulnerability
• Could we all be classed as potentially vulnerable??
• Individual factors + Wider circumstances
• Financial Issues
• Mental health issues.
• Suicidal issues.
• Critical/Terminal Illness.
• Physical Disability
• Bereavement.
• Addiction
34
35
Addressing Vulnerability
• Front Line Feedback
• Texas
• Blake
• Idea
• Spider
• Bruce
• Guidance Documents
For every customer who discloses a potential vulnerability , there will
always be other customers who do not. This means that some
vulnerabilities will remain „unspoken‟, unless actively identified .
Effective Engagement
36
• Training
• Script vs. Framework
• Specific Vulnerable Teams
• Data Utilisation
• Data Sharing
• Call Analytics
• Communication Channels
• RPA
• Flexible Systems
Any Questions?
37
Improve Strategy, Simplify Operation
Callcredit and CGI
39
CGI and Callcredit have established a partnership over the last 12 months
Designed to bring together the benefits of the market leading collections
platform, with the fastest growing CRA in the UK
All the information you need to collect efficiently and responsibly, in one
easy to use interface
Allows you to automatically implement and drive strategies based on
evidence
Automated tracing and monitoring functions mean decreasing requirements for 3rd party tracing providers
The Partnership
Organisations use collections platforms, organisations use CRA data - Our
partnership is the first to combine both, and realise the benefits
40
Disruptive software and data company founded in 2000 focused on
developing innovative products and services to help businesses make
smarter decisions
We serve Clients across all markets and sectors include Lloyds Banking
Group, William Hill, ASDA, Yorkshire Water, Capital One, Santander, Royal
Mail and Adidas .
2017 investment in state of the art technology to improve capacity, monitoring
and DR services. We operate 24 x7 and consistently hit our SLA of 99.95%
Why Callcredit
Callcredit Limited and Callcredit Consumer Limited have full FCA
authorisation
We receive information from the main high street banks, building societies and
credit card companies and a wider pool of credit providers
We are Innovators! Data concepts team is a hothouse for new data solutions
and embrace innovations in technology and data. Coupled with exceptional
client relationships, Callcredit are renowned for pioneering client solutions
Our Collections solutions have a proven track record with major clients
Collaborative approach, working with our clients to enhance collections
strategies and drive real improvement in performance
Our business and our services are GDPR ready
We build solutions based upon our customers needs; round table
discussions and early access programmes Why Callcredit A consultative approach to ensure our services are relevant for sector
specific debt
We hold unique data sets and our services are therefore unrivalled in the
market place
Callcredit - Tracing Capabilities
42
› Callcredit can help you to identify an individual’s true residency and their contact details
› We empower organisations to avoid mistracing and the cost inefficiencies that go with it
› We help organisations to maximise recoveries whilst ensuring citizens are dealt with fairly
CallTrace Bringing all the data together
43
CallTrace provides you with a robust view of your Customers all in one easy to read output, enabling you to correspond with confidence
Mr Mark Jenkins: 30 The Grove, Leeds › On Current ER › Credit Active at output address › 5 Active SHARE records: MG,HC,CC,CC,IL › 2 Active Judgments Judgment value £450
(18th Dec 2017) › Telephone number at output address
CallTrace Single Customer View
44
Provides an understanding of all relationships with one individual.
We have assigned a Callcredit UI to every individual on our population map.
Callcredit Match & Unique Identifier: DNA1157689
Mr. John Smith
Leeds URN123
1 Leeds St.
Jonathan Smith
Leeds URN456
2 London St.
Mr. Jon M Smith
Leeds URN123
3 High St.
CallTrace - User Cases
45
CallTrace - User Case - Book on Deployment Financial Service - Lender
46
› Delivered an ROI of £153,000
› Processed 250,000 Records
› Total lettering cost £450,000 (av. 3 letters per account)
› Tracing cost of £70,000 returning 61,500 (24.6%) new addresses
› Spent £110,700 lettering incorrect addresses
› 50% of the remaining 188,500 had a low propensity to pay and low propensity of contact,
reducing lettering from 3 too 1 could have saved further £113,100.
› Savings: £110,700 (incorrect letters)
+ £113,100 (targeted approach)
= £223,800
- £70,000 (Trace activity)
= £153,800
Callcredit work with customers across Government to help achieve better outcomes – In the same way we do with Private Sector
Collections in Government
We have developed compliant customer-centric processes which have been designed to improve customers’ debt resolution outcomes.
The Callcredit team has a unique set of credentials to help Local Authorities address debt and make better, more informed decisions
Public Sector organisations must be able to collect the income they are due - This helps to pay for the services delivered and non-payment impacts on the services that can be provided.
Collections in Government
When customers find themselves in financial difficulty it is essential that a collections approach is transparent, consistent and equitable.
The use of Debt Collection Agencies (DCA’s) within the public sector can be contentious and their use is sometimes criticised as being inefficient
Through the Callcredit and CGI partnership, we can help you to operationalise a bespoke debt strategy which focuses on your citizens
Collections in Government
This strategy can be segmented according to the type of debt, and the type of customer
Our partnership can also help to put in place an efficient contact strategy for collection.
What does the Future look like
2 1 3
Integrated tracing Consumer Risk Scores
CGI provide a one stop shop
for collections, with strategic
implementation and execution
Pre delinquency score –
identify a consumer falling in
to debt before they do.
I & E+ Open Banking
Access a standardised Income
and Expenditure suite to
understand a consumers true
stainable repayment position.
Treat customers fairly and
improve consistent cashflow
Credit Risk score, identify if
a consumer is improving or
degrading with their credit.