Introduction	Technology today consists of applications developed for legacy mainframe systems, client server applications, and/or personal computers.
Examples of technology currently in use	Examples of technology currently in use: Next action step technology: This technology groups accounts, based on predetermined criteria, by the next logical action in the collection process. As a collection activity is completed, the account is moved forward in the collection cycle to the next logical action step. Bar coding: The use of bar coding on documents reduces labor intensive manual processing. Document imaging: This feature provides for online viewing and reduces and/or eliminates paper files. Check printing: Off-the-shelf-software is available to take checking account information over the telephone. After entering the requested data on an automated system, the check can be printed and deposited the same day. Data importing: Software that provides capability for importing selected mainframe data elements to personal computers for processing. Predictive dialing systems: Automated outgoing telephone calling systems that dial numbers based upon a predetermined criteria. If the telephone is answered by someone in the household, the call is forwarded to the collector. Some systems include prompting case information when the call is referred to the collector. Off the shelf software: Packaged software that can act with a database in a client server capacity to enhance legacy mainframe systems.
Components of an automated collection system	The automated collection system should include components with the ability to: Import selected data from SESA mainframes. Facilitate investigation and evaluation. Identify, execute, and record debtor contact. Create and record letters, legal documents, and billing statements. Capture and display payment history. Ensure security and confidentiality. Measure efficiency and cost of doing business.
Suggestions for maximizing investments in automation	Suggestions for maximizing investments in automation include: Network and partner with other SESAs and USDOL for effective information sharing and product awareness Review current processes and work flow to identify improvements before automating. Redesign business process to ensure that automation will reduce costs and improve effectiveness. Use commercial, off-the-shelf technology as much as possible. Select software that can be easily customized by SESA staff and can also be expanded or integrated with other software products to keep pace with future business needs. Acquire systems in phases. (A study found that buying systems in phases was one of the most important strategies followed by companies that have most successfully acquired new information technology systems.) Include the collector in the decision process to ensure the software is easy to use and meets the collector's needs.
Guidelines	It is recommended that SESAs: Consider using off-the-shelf software for automation of recovery activities. Encourage SESA staff to access and/or share information on the ITSC UI Web Site (http://www.itsc.state.md.us) on recovery methods, techniques, tools, and automation.

Case Management Systems

Introduction	Many SESAs are managing their collection workload through system generated reports and/or paper files. This can prevent the SESA from focusing available resources on those overpayments with the most potential for recovery. An effective case management system is critical to an effective recovery program.
Features of an automated case management system	Some of the features of an automated case management system include: Prioritize debt recovery activities based on predetermined management criteria. Track collector activities and dollars recovered as a result of each method. Control workload by requiring collector action prior to moving to the next case. Provide management with reports on inventory, cost of recovery, dollars recovered, and performance.
Guidelines	It is recommended that SESAs: Implement an automated case management system. Measure the cost of recovery activities, dollars recovered, and performance.

Collectibility Profiling

Introduction	Collectibility profiling can be an effective tool for determining workload prioritization and collection strategy. Most collection organizations do not have the time or resources to devote to uncollectible accounts. Collectibility profiling allows staff to quickly evaluate the potential of collection efforts and then focus efforts on debts with the greatest potential for collection.
Factors to consider	Profiling is used to categorize debts by potential for collectibility. Based on criteria determined by management, debts receive points, plus or minus, for factors such as: Amount owed. Age of debt. Response to notices. Employment history. Valid address or telephone number. Broken promises to repay. Current claim status.
Guidelines	It is recommended that all SESAs: Develop criteria for prioritizing workload to focus efforts on overpayments with greater potential for recovery. Identify elements to be included in an automated process. Consider cost of recovery when determining what collection actions should be taken. Consider outsourcing debt recovery when it is not cost effective for the SESA to pursue recovery.

Summary of Guidelines

Introduction	Automation guidelines are provided for SESA consideration to enhance the recovery of overpaid UI benefits.
Automating manual processes	It is recommended that SESAs: Periodically review manual processes to ensure cost effectiveness, i.e., it should not cost more to recover the overpayment than the amount of the overpayment. Develop step-by-step procedures to ensure manual processes interface effectively with automated processes. Consider automating labor intensive manual processes.
Legacy mainframe systems	It is recommended that SESAs: Keep pace with rapidly changing technology. Explore opportunities for program improvement. Take advantage of information available on the ITSC UI Web Site (http://www.itsc.state.md.us).
Automation today	It is recommended that SESAs: Consider using off-the-shelf software for automation of recovery activities. Encourage SESA staff to access and/or share information on the ITSC UI Web Site (http://www.itsc.state.md.us) on recovery methods, techniques, tools, and automation.
Case management systems	It is recommended that SESAs: Implement an automated case management system. Measure the cost of recovery activities, dollars recovered, and performance.
Collectibility Profiling	It is recommended that all SESAs: Develop criteria for prioritizing workload to focus efforts on overpayments with greater potential for recovery. Identify elements to be included in an automated process. Consider cost of recovery when determining what collection actions should be taken. Consider outsourcing debt recovery when it is not cost effective for the SESA to pursue recovery.