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CARES Program
  • Introducing CARES

    The CARES Program will bring an essential upgrade to AGO debt collections, resulting in better experiences for all stakeholders.

    Learn More
  • The CARES priorities

    The collections-enhancement program is built on a desire to improve
    the experience of our clients, our partners and Ohioans in debt.

    Learn More
  • The CARES scope

    The multiyear project involves hundreds of stakeholders, requiring the creation of portals as well as interface improvements and more.

    Learn More
  • The CARES timeline

    Implementation of the new collections platform has three distinct stages, covering research, design and training/rollout.

    Learn More
  • The CARES team

    The team steering the CARES Program includes internal and external partners,
    and representatives stand ready to answer your questions.

    Learn More
  • In This Section
    • About
    • Priorities
    • Scope
    • Timeline
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    • Contact the Team

Business > Collections > CARES Program > Scope

Program scope

The modernization effort at the heart of the CARES Program is a huge, multiyear undertaking that reflects the breadth and complexity of the AGO collections business. Consider the following:

By the Number

The CARES Program Team has taken great care to define each stakeholder group, collections workflow and system requirement to ensure that the new program accounts for every facet. It is a far-reaching process that the team is committed to getting right.

Further details on the scope of the project:


SnapshotStakeholdersStructure

A look at FY2020 data (hover over each circle below to get more details) reinforces the magnitude of the AGO’s
collections process:

Stakeholders by the hundreds

The reach of the CARES Program is extensive. Among the many different groups with a stake in it are:

  • State client agencies, including the Ohio Department of Taxation, Ohio Bureau of Workers’ Compensation and 38 other state entities; 37 state universities; and two university medical centers.
  • Other client agencies, including 323+ local governments.
  • External partners (third-party vendors and Special Counsel), which the Attorney General’s Office hires to collect debts.
  • AGO employees, notably the 133 members of the Collections Enforcement Section staff.
  • Indebted parties, including businesses and individuals.

Stakeholders by the hundreds

Driving the CARES Program is the C&R Software-created software Debt Manager, a robust, industry-leading collections system that offers expansive functionality. Debt Manager will help streamline and enhance the daily work of the Ohio Attorney General’s Office and its partners, providing customized access points, more efficient workflows and many other improvements.

Portals

Four unique portals will be built to help stakeholders access the system:

Collection system portals

Processes Involved

The details:

  • Certification: The process by which clients send debts to the Attorney General’s Office (AGO) for collections
  • Forwarding: The process by which the AGO sends debts to third-party vendors and special counsel to get their legal support for collecting debts
  • Bankruptcy: The process by which bankruptcy cases affect collection of debts
  • Assignment: The process by which an AGO employee or third-party vendor is assigned a debt case
  • Collections: The process by which the debts are actually collected
  • Payment: The process by which debtors make agreements to pay in installments
  • Accounting: The process by which debt and collection transactions are recorded
  • Correspondence and closure: The process by which debts or settlements close accounts

Interfaces & repositories

Interfaces are where two systems meet — these are to CARES what Ohio’s borders are with our neighboring states. The stakes are high: CARES must seamlessly interlock with the systems of clients, collection partners and other key groups to fulfill its promise of workflow enhancements, system efficiencies and better results.

System repositories are, in essence, storage rooms. Given the vast workload that will pass through the CARES system, it is crucial to have sufficient repositories.

Debt manager will include these interfaces and repositories: external interfaces, letters/notices, LexisNexis, certifications, email/mail, Debt Manager collections data, Captiva/content manager, Phone System Dialer, SAGE Accounting, Key Bank and OAKS, Treasurer of State, reports and 1099 software.

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