This is a presentation that was done on an efficient and effective collections program at the Orange county Clerk of Courts that was led and conducted by Alphonso Jefferson, Jr.

1. 1
Survival by Service Redesign
The Results from an Efficient and
Effective Collections Program
Presented by:
Alphonso Jefferson, Jr.
Administrator
Orange County Clerk of Courts
September 10, 2008
Orange County,
Florida
• Population
– 1,132,494 (2008)
– 1,711,106 (2030)
• 48.7 million tourist
visited the area in 2007
– 45.9 million domestic
– 2.8 million international
• Transient population
• Mosquito County
– Created in 1824
– Renamed Orange
County in 1845
• Chartered county
• Thirteen municipalities

2. 2
Orange County
Clerk of Courts
• Constitutional Officer
• 100% Fee-based
organization!
• Duties
– Serving the people
– Assisting court system
– Collecting outstanding court
debt
– Preserving court records
• Elected every 4 years
• Non-charter office
• Serves under Florida
Constitution, Article V, Section
16
• Over 600 deputy clerks
• 2008 Florida Governor’s
Sterling Award Winner!
Who Are We?
Orange County
Clerk of Courts
• Served 54 judges
• Processed $199 million
in cash receipts
• Received 1.3 million
calls
• Docketed more that 7.5
million entries in court
files
• Processed 509,360 new
cases
• Issued 11,269
marriage licenses
• Processed 34,849
passport applications
FY ’07 By the Numbers

3. 3
FY ‘’08 Strategy Map
Hub of the Justice
System

4. 4
Caseload Information
Total New Filings
(cases, passports, marriage licenses)
350,000
400,000
450,000
500,000
550,000
600,000
2003 2004 2005 2006 2007
Fiscal Year
V
o
l
u
m
e
Total New Cases
350,000
400,000
450,000
500,000
550,000
2003 2004 2005 2006 2007
Fiscal Year
V
o
l
u
m
e
Total New Passports
-
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
2003 2004 2005 2006 2007
Fiscal Year
V
o
l
u
m
e
Total New Marriage Licenses
-
2,000
4,000
6,000
8,000
10,000
12,000
2003 2004 2005 2006 2007
Fiscal Year
V
o
l
u
m
e
Design Methodology
• Understand customer
requirements
• Focus on establishing
systematic processes
• Methods
– Plan
– Execute
– Measure
– Evaluate
• Link to strategic plan
• Sustainability

5. 5
State Legislation and Court
Orders
Affecting Collections Efforts
• Administrative Order – 1999
• HB 113A – 2003
• SB 2962 – 2004
• HB 1935 – 2005
• SB 1790 - 2007
Financial Environment
in Florida
• Overall budget reduced by $4
billion
– Judiciary funding cut by $18.8M
– State Attorney funding cut by
$359K
– Public Defender funding cut by
$528K
• State agencies being asked to
prepare for additional cuts if tax
revenue projections aren’t met
• Orange BCC cut $160 million and
freezes positions
• Orange County Schools cut $70
million and 400 positions
• Every local government in Florida
is experiencing revenue shortfalls

6. 6
News Articles
Collections Program
Summary History Timeline
1999 2003
Established
Collections
Court
2004 2005 2006 2007 2008 Future
•Developed
Collections Plan
•Implemented
Article V
•Implemented
Western Union
•Lockbox system
implemented
•Web Pay
Functional
•Phone Payment
Functional
•Suspended DLs
•Implemented Escrows
•Implemented CCOC
measures
•Promoted “Got Ticket”
campaign
•Contracted with
Collection Agency and
AMSCOT
• Used Cash Bonds
•Implemented Self-
Payment Terminals
•Implemented
automated out-calling
•Implemented ECF
•Developed Juvenile
collections plan
•Expanded credit card
use
• Enhance Web
Payment system
•Utilize a second
collection agency

7. 7
Collections Strategy
Clerk’s Toolbox
• Focus on exceptional
customer service
• Provide “multiple” payment
options
– Convenient methods to pay
• Utilize enforcement tools
– Collection Court, Collection
Agency, Liens, Suspension of
Drivers Licenses, Writs of
Bodily Attachments and
Judges
• Create and Establish
– Programs and Partnerships
• Communication
Payment Locations
• Over 300 convenient
payment locations
– 8 Service Centers
– 40 AMSCOT Locations
– 260 Western Union
Locations
• Fully integrated to our
case maintenance
system
• Mixture of “bricks and
mortar” and electronic
methods

8. 8
Remote Financial
Transactions
• Key area in collection strategy
– AMSCOT, Electronic Case Filing
(ECF), Lockbox, Phone Payment
System (IVR), Web Pay and
Western Union
• Project a 29% increase in
remote payment transactions
– 260K transactions for FY ’08
compared to 202K in FY 07
• Focus on electronic transactions
• Cost per financial transaction is
advantageous to the Clerk’s
Office and customers
• No staffing or facility costs
Electronic Transactions
Remote Payment Transactions
50,000
80,000
110,000
140,000
170,000
200,000
230,000
260,000
290,000
320,000
FY03 FY04 FY05 FY06 FY07 FY08
Fiscal Year
N
u
m
b
e
r
FY ’08 figures are estimates.
Traffic Payments
Cashier versus Remote
Cashier Remote Total Cashier Remote Total
FY 2005 13,498,608 7,084,907 20,583,515 FY 2005 65.6% 34.4% 100.0%
FY 2006 14,905,348 9,344,476 24,249,824 FY 2006 61.5% 38.5% 100.0%
FY 2007 14,879,676 12,675,694 27,555,370 FY 2007 54.0% 46.0% 100.0%
FY 2008 11,374,032 13,228,394 24,602,426 FY 2008 46.2% 53.8% 100.0%
Note: Remote Payments include Lockbox, IVR, Western Union, Web and AMSCOT
Percentage Breakdown of Traffic Payments MadeDollar Value Breakdown of Traffic Payments Made
0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
10/1/2004
1/1/2005
4/1/2005
7/1/200510/1/2005
1/1/2006
4/1/2006
7/1/200610/1/2006
1/1/2007
4/1/2007
7/1/200710/1/2007
1/1/2008
4/1/2008
7/1/2008
Remote Cashier

9. 9
Collection Rate
Information
Collection Rate Comparisons
• Collection rate is “tops”
amongst large counties
in the State of Florida
• Exceed ALL established
standards by the Clerk
of Courts Operation
Corporation (CCOC)
State Related Funds
0
100,000
200,000
300,000
400,000
500,000
600,000
700,000
FY '04 FY '05 FY '06 FY '07 FY '08
DERP Funds
0
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
1,600,000
FY '04 FY '05 FY '06 FY '07 FY '08
PD Liens
0
1,000,000
2,000,000
3,000,000
4,000,000
5,000,000
6,000,000
FY '05 FY '06 FY '07 FY '08
Excess Fees
• Funds are used to support
statewide activities
• Lead the state in the collection of
DERP and PD Liens – ($2.2M for
FY ’08, $1.9M for FY ’07)
• Continue to send over $3.0M in
excess fees back to the state
– Above and beyond regular
collection amounts
FY ’08 figures are estimates.

10. 10
Collections Court
Program
• Recognized “Best in Class”
by Florida Governor’s
Sterling Council
• Collected over $14 million
in FY ’07
• Staff of 10
– Total cases per staff – 14K
• Provides overall
management of the Clerk’s
Collection Program
Collections Court
Program
Trend Data
• Anticipate a slight
increase in FY ’08
• Funds used to support
general fund operations
such as law enforcement
and equipment
Restitution Collections
0
500,000
1,000,000
1,500,000
2,000,000
'04 '05 '06 '07 '08
Fiscal Year
Orange County and
Municipalities Collections
6,000,000
8,000,000
10,000,000
12,000,000
14,000,000
16,000,000
'05 '06 '07 '08
Fiscal Year
• Growth of 20% for FY ’08
• Anticipate $1.8M in revenue
for FY ’08 ($1.5M in FY ’07)
• Over $8.0 million collected
since inception of program
FY ’08 figures are estimates.

11. 11
Collection Section
By the Numbers
Five-Year Clerk’s Revenue View
Item FY ’04 – FY ‘08
Clerk’s Revenue Generated 5,700,000
Cost of Program 3,000,000
Cost-Benefit Ratio 2:1
Simple Return on Investment
(SROI)
90%
Note: Timeframe for calculation is from FY ’04 –
’08. Amount for FY ’08 was annualized.
Collection Section
By the Numbers
Overall
Item Overall
Program
Cash Receipts Collected 75,000,000
Cost of Program 4,600,000
Cost-Benefit Ratio 16:1
Simple Return on Investment
(SROI)
1530%
Note: Timeframe for calculation is from FY ’00 –
’08. Amount for FY ’08 was annualized.

12. 12
Web Pay System
• Partnered with Link2Gov in
2003
• Piloted transactions in FY ‘04
• Full implementation in FY ‘05
• Primarily utilized for traffic
citation payments
• Customer pays a $3.99
convenience fee to Link2Gov
• Cost-effective method to
process payments
• Future enhancements
– Accept Criminal, Juvenile and
Records Management payments
Web Pay System
Trend Data
• Over 150K transactions
anticipated for FY ‘08
Total Revenue
0
1,000,000
2,000,000
3,000,000
4,000,000
5,000,000
6,000,000
7,000,000
8,000,000
9,000,000
'05 '06 '07 '08
Fiscal Year
Transactions
10,000
60,000
110,000
160,000
'05 '06 '07 '08
Fiscal Year
• Growth of 108% for FY
‘08
• Anticipate $8.5M in
cash receipts for FY ’08
($6.1M in FY ’07)
14,650
FY ’08 figures are estimates.
“Got Ticket”
Campaign

13. 13
Web Pay System
Cost Per Financial Transaction
Point of Sale
(POS) Cost -
$1.88
Web Pay Cost -
$0.13
Total Savings
Since
FY
‘05
-
$532K
Web Pay System
By the Numbers
Item FY ’08 Figures
Cash Receipts Collected $8,500,000
Financial Benefit (Savings) $263,000
Banking and Processing Cost $89,000
Cost-Benefit Ratio 3:1
Simple Return on Investment
(SROI)
11544%
FY ’08 figures are estimates.

14. 14
Electronic Case Filing
(ECF)
• Implemented in 2006
• File cases electronically,
24/7
• Processing time went from
days to hours or less
• Customer pays a $5.49
convenience fee to
Link2Gov
• Attorneys save on staff,
postage and other items
• Less paper and fewer road
trips advance our “green”
initiative
ECF
Trend Data
• Over 18K transactions
anticipated for FY ‘08
Total Revenue
0
50,000
100,000
150,000
200,000
250,000
'06 '07 '08
Fiscal Year
Transactions
0
4,000
8,000
12,000
16,000
20,000
'06 '07 '08
Fiscal Year
• Growth of 361% for FY
‘08
• Anticipate $232K in
cash receipts for FY ’08
($50K in FY ’07)
1,260
826
FY ’08 figures are estimates.

15. 15
ECF
Cost Per Financial Transaction
Point of Sale
(POS) Cost -
$5.33
ECF Cost - $1.97
Total Savings
Since
FY
‘06
-
$107K
ECF
By the Numbers
Item FY ’08 Figures
Cash Receipts Collected $232,000
Bank and Processing Cost $61,000
Financial Benefit (Savings) $93,000
Cost-Benefit Ratio 2:1
Simple Return on
Investment (SROI)
440%
FY ’08 figures are estimates.

16. 16
AMSCOT
• Partnered with agency in 2006
• Not a traditional “check”
cashing location
• Convenient locations
– Over 40 locations in Orange
County
• Customer pays $1 per financial
transaction
• Payments accepted
– Traffic
– Criminal
– Juvenile
AMSCOT
Trend Data
• Anticipate 52K in
transactions for FY ‘08
Total Revenue
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
'06 '07 '08
Fiscal Year
Financial Transactions
0
10,000
20,000
30,000
40,000
50,000
60,000
'06 '07 '08
Fiscal Year
• Growth of 37% for FY
‘08
• Anticipate $2.8M in
cash receipts for FY ’08
($2.1M in FY ’07)
54,416
866
FY ’08 figures are estimates.

17. 17
AMSCOT
Cost Per Financial Transaction
Point of Sale
(POS) Cost -
$1.88
AMSCOT Cost -
$0.43
Total Savings
Since
FY
’06
-
$298K
AMSCOT
By the Numbers
Item FY ’08 Figures
Cash Receipts Collected $2,800,000
Financial Benefit (Savings - $75K
and Avoidance - $223K)
$298,000
Banking and Processing Cost $46,000
Cost-Benefit Ratio 6:1
Simple Return on Investment
(SROI)
6264%
Note: Construction for a facility in FY ’06 total $240,000
with an annual costs of $23,000 (lease) and $200,000
(staffing).
FY ’08 figures are estimates.

18. 18
Western Union
• Partnered with agency in 2004
• Focus on international and out
of state customers
• Over 260 convenient locations
throughout Orange County
• Customers pays a transaction
fee based on total dollar
amount
• Payments accepted
– Traffic
– Criminal
– Juvenile
Western Union
Trend Data
• Over 2K transactions
anticipated for FY ‘08
Total Revenue
0
50,000
100,000
150,000
200,000
250,000
300,000
350,000
'05 '06 '07 '08
Fiscal Year
Transactions
0
1,000
2,000
3,000
'05 '06 '07 '08
Fiscal Year
• Decrease of 25% for FY
‘08
• Anticipate $232K in
cash receipts for FY ’08
($308K in FY ’08)
FY ’08 figures are estimates.

19. 19
Western Union
Cost Per Financial Transaction
Point of Sale
(POS) Cost -
$1.88
Western Union
Cost - $0.43
Total Savings
Since
FY
’05
-
$11K
Western Union
By the Numbers
Item FY ’08 Figures
Cash Receipts Collected $232,000
Financial Benefit (Savings) $3,000
Banking and Processing Cost $1,800
Cost-Benefit Ratio 2:1
Simple Return on Investment
(SROI)
13547%
FY ’08 figures are estimates.

20. 20
Interactive Voice
Response (IVR)
Phone Payment System
• Implemented system in 2003
• Customer pays a $3.99
convenience fee to Link2Gov
• Payments accepted
– Traffic
IVR
Trend Data
• Over 16K transactions
anticipated for FY ‘08
Total Revenue
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
3,500,000
'05 '06 '07 '08
Fiscal Year
Transactions
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
'05 '06 '07 '08
Fiscal Year
• Decrease of 21% for FY
‘08
• Anticipate $1.6M in
cash receipts for FY ’08
($2.0M for FY ’07)
FY ’08 figures are estimates.

21. 21
IVR
Cost Per Financial Transaction
Point of Sale
(POS) Cost -
$1.88
IVR Cost - $0.43
Total Savings
Since
FY
‘05
-
$145K
IVR
By the Numbers
Item FY ’08 Figures
Cash Receipts Collected $1,600,000
Financial Benefit (Savings) $24,000
Banking and Processing Cost $15,000
Cost-Benefit Ratio 2:1
Simple Return on Investment
(SROI)
11329%
FY ’08 figures are estimates.

22. 22
Lockbox System
Mail-in Payments
• Implemented in 2003
• Payments are mailed to a
lockbox provider
– Regions bank
• No fee accessed to customer
• Payments accepted
– Traffic
Lockbox
Trend Data
Total Revenue
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
3,500,000
'05 '06 '07 '08
Fiscal Year
Transactions
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
'05 '06 '07 '08
Fiscal Year
FY ’08 figures are estimates.
• Decrease of 26% for FY
‘08
• Anticipate $2.1M in
cash receipts for FY ’08
($2.9M for FY ’07)
• Over 21K transactions
anticipated for FY ‘08

23. 23
Lockbox
Cost Per Financial Transaction
Point of Sale
(POS) Cost -
$1.88
Lockbox Cost -
$0.43
Total Savings
Since
FY
’05
-
$159K
Lockbox System
By the Numbers
Item FY ’08 Figures
Cash Receipts Collected $2,100,000
Financial Benefit (Savings) $31,000
Banking and Processing Cost $19,000
Cost-Benefit Ratio 2:1
Simple Return on Investment
(SROI)
11567%
FY ’08 figures are estimates.

24. 24
Total Savings
Realized
Item Savings
(thus far and growing)
Web Pay – since FY ‘05 $532,000
Phone Payment System (IVR)
– since FY ‘05
$145,000
Lockbox – since FY ‘05 $159,000
Total $1,308,000
Electronic Case Filings (ECF)
– since FY ‘06
$107,000
AMSCOT – since FY ‘06 $354,000
Western Union – since FY ‘05 $11,000
Survival by Service Redesign
The Results from an Efficient and
Effective Collections Program
Presented by:
Alphonso Jefferson, Jr.
Administrator
Orange County Clerk of Courts
September 10, 2008