Putting your ducks in a row
At the conclusion of the Florida Clerks Compliance Summit, attendees left with new insights on how to improve their operations. Best practices clarified the correct path and participating speakers demonstrated real in the field solutions. Now it’s your turn. After reviewing your notes, taking inventory of what’s happening at home, what can you do to make compliance better? First, put your ducks in a row.
Conduct a Program Inventory
Do you know what’s happening in your compliance program? Before you can fix things do an operational inventory of your program. Clerks in Florida have adopted a compliance service checklist to ensure you are performing mandatory requirements. It includes optional steps that will take service to the next level. Clerks should use this inventory as a starting point for improvements. It requires an honest assessment of where things are and points out opportunities to make things better.
Provide Staffing Resources
The best of plans will not happen without dedicated staffing resources assigned to the program. Depending on the size of your operation, staffing may be full-time or part-time employees. In all cases compliance employees must understand the required focus on improving processing and customer service for compliance.
Use all forms of customer messaging
Once a payment plan has been initiated, the next goal is to provide noticing that prompts responses for repayment. Noticing after installments come due is too late. There is a place for past due noticing, but it should not be the only noticing service. Customer messaging should occur prior to due dates using all types of noticing including emails, text messages, and outbound call services. What can be done in your program to improve noticing and see improved customer responses?
Provide Customer Support for changing needs
Compliance programs must provide counseling services for customers to rework terms and acknowledge conditions for plans that keep customers contributing. Customer continuous participation is the primary goal. Creating flexibility in your system can ensure an effective repayment plan service.
Take Advantage of Compliance Tools
There are software tools available that automate processes, electronically deliver notices, and produce compliance reporting. Evaluate the cost, timing, and ongoing support required to utilize these technology tools. Technology is more complex than just plugging in the new tool. An informed approach on utilizing software will produce better results. It should be evaluated as a potential resource. The improvements can revitalize your compliance program.
Reevaluate and Adjust
Once you have been through a compliance program review and worked on your service put a placeholder on the calendar to reexamine progress. Reopen the compliance checklist and see what has been implemented to meet best practice requirements. A regularly scheduled annual review keeps up with changes in your office, evolving customer needs, and impacts from legislative changes.
Promote Need, Value, and Progress
Compliance service can be a demanding operation and it never goes away. Each time a defendant is sentenced a fine is assessed and the responsibility for repayment becomes a shared responsibility with Clerks and customers. Compliance teams should create awareness that helps to keep programs solving customer service needs. Helping customers make payments is both necessary and valued. Messaging should reach the community including judges, justice agencies, legislators, and customers in need of the service.
Does your compliance program have their ducks in a row? This evaluation is important to achieve better outcomes. Each program is unique. It’s important to work on what is possible and in reach for your best practice service. Use the checklist as a starting point. Then consider Compliance Improvement Services
We listen to your compliance team and look at forms, workflow, technology, and tools used in your office. As part of our analysis, we provide recommendations for improvements to procedures, staffing, and technology to help your office achieve greater compliance.
Don Murphy is the Chief Executive Officer for Compliance Improvement Services (CIS) which provides consulting and training for courts and local government. He is a Fellow with the National Center for State Courts and has over 25 years of court administration experience with Clerks in Florida.