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 – mark.buckley@csa-uk.com / 0191 217 3073

Thanks for listening!

Any questions?

Contact: daniel.spenceley@csa-uk.com

0191 217 3071 www.csa-uk.com

© 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.

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What is Vulnerability

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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

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OFWAT OFGEM OFCOM Government

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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

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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

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• 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

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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

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› 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

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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

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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

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CallTrace - User Case - Book on Deployment Financial Service - Lender

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› 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.