[ONLINE INFORMATION SERVICES, INC.] August 28, 2026
685 W. Fire Tower Rd. • Winterville, NC 28590 • (866) 630-6400 Response to
Request for Proposals:
Utility Applicant Screening and Collection Services
August 28, 2026
Primary Contact
Shane Burger, National Account Executive
866-630-6400
[email protected]
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Table of Contents
EXECUTIVE SUMMARY........................................................................................................................................... 4 QUALIFICATIONS AND RELEVANT EXPERIENCE ......................................................................................................6 ABOUT ONLINE............................................................................................................................................................6 LITIGATION INFORMATION ...............................................................................................................................................6 COMPANY OPERATIONAL OUTLOOK...................................................................................................................................6 STAFF QUALIFICATIONS ......................................................................................................................................... 7 KEY PERSONNEL.............................................................................................................................................................7 ORGANIZATIONAL CHART.................................................................................................................................................8 PROJECT EXPERIENCE............................................................................................................................................. 9 WORK PLAN......................................................................................................................................................... 10 SAMPLE IMPLEMENTATION AND SUPPORT RESOURCES ........................................................................................................10 IMPLEMENTATION ........................................................................................................................................................11 PROPOSED TIMELINE.....................................................................................................................................................12 APPLICANT SCREENING SERVICES.....................................................................................................................................12 Overview of the ONLINE Utility Exchange Report...............................................................................................13 Applicant Identification and Fraud Protection ................................................................................................................. 14 Applicant Credit Rating..................................................................................................................................................... 15 Exchange Results and Unpaid Utilities ............................................................................................................................. 15 Adverse Action Letter/Score Disclosure........................................................................................................................... 16 ID VALIDATION REPORT ................................................................................................................................................22 COMMERCIAL APPLICANT SCREENING (OPTIONAL) .............................................................................................................22 Business Verification Report ...............................................................................................................................22 TYLER TECHNOLOGY INCODE 10, ERP PRO 10 INTEGRATION................................................................................................26 DEBT COLLECTION SERVICES...........................................................................................................................................28 Workflows...........................................................................................................................................................31 The Exchange Advantage....................................................................................................................................33 File Upload Process.............................................................................................................................................35 USER AUTHENTICATION AND ROLES.................................................................................................................................36 COMPLIANCE SUPPORT..................................................................................................................................................36 SERVICE LEVEL COMMITMENTS ........................................................................................................................... 37 CYBER SECURITY PLAN......................................................................................................................................... 37 REPORTING CAPABILITIES .................................................................................................................................... 38 APPLICANT SCREENING..................................................................................................................................................38 Report List...........................................................................................................................................................38 Statistical Report.................................................................................................................................................39 COLLECTIONS ..............................................................................................................................................................40 Acknowledgement Report...................................................................................................................................40 Accounts Loaded by Date....................................................................................................................................40 Performance Report............................................................................................................................................41 Account Status Report.........................................................................................................................................41 Batch Track Report..............................................................................................................................................42 REFERENCES......................................................................................................................................................... 43 AFFIDAVIT OF ACCURACY .................................................................................................................................... 44 PROPOSER INFORMATION FORM ........................................................................................................................ 45 [ONLINE INFORMATION SERVICES, INC.] August 28, 2026
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CONFLICT OF INTEREST STATEMENT .................................................................................................................... 46 ETHICS STATEMENT ............................................................................................................................................. 47 SUBCONTRACTORS AND THIRD-PARTY SOFTWARE PROVIDERS .......................................................................... 48 FIRM PRICING PROPOSAL (OPTION C - COMBINED SERVICES).............................................................................. 49 APPLICANT SCREENING..................................................................................................................................................49 DEBT COLLECTIONS ......................................................................................................................................................49 OPTIONAL/ADD-ON SERVICES ........................................................................................................................................49 EXCEPTIONS......................................................................................................................................................... 50 ADDITIONAL INFORMATION................................................................................................................................ 51 SAMPLE CERTIFICATES OF INSURANCE ..............................................................................................................................51 [ONLINE INFORMATION SERVICES, INC.] August 28, 2026
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Executive Summary
ONLINE is pleased to provide this proposal in response to the RFP for the City. The intent of the following proposal is to outline the scope and deliverables of our applicant screening and collection services to meet the requirements defined by the City.
ONLINE has extensive experience providing Utility Applicant Screening and Collection Services to our municipal utility clients and a proven track record in performing exactly the type of services which are requested for clients in all 50 states. ONLINE has been in business for 70 years and has over 30 years of utility experience. ONLINE currently provides its unique ONLINE Utility Exchange and Collection Services to thousands of clients nationwide. We are also a long-time integration partner of Tyler Technologies and all screening services outlined below can be delivered through your Incode (Enterprise ERP Pro) software.
We look forward to working with you on this project and are prepared to start at a time convenient to the City.
ONLINE is Unique in the Industry: The Exchange Advantage Applicant Screening
As a member of the Utility Exchange, you will know instantly if an applicant has left another member of the Exchange with an outstanding debt. Each Utility Exchange Report will include Exchange results if the applicant has outstanding debt with any of our 1,000 utility or 4,000 property management clients. This information is ONLY available through the ONLINE Utility Exchange and is updated in real time. If there is any utility debt associated with the applicant’s credit history, it will be isolated and reported on the returning Utility Exchange report.
When former City customers who have left with a bad debt apply for new service with one of ONLINE’s 5,000+ credit screening clients (data contributors), ONLINE will automatically highlight that debt on the Utility Exchange report, which will result in the applicant being charged a maximum deposit and them receiving an Adverse Action letter with instructions to pay their debt to the City. The City may manually print these for free, or to further streamline the application process and save your staff valuable time, ONLINE also offers an automated Adverse Action Letter Service where we mail the required notices on your behalf. Please see pricing for the cost of this option.
Debt Collections
As a result of providing point of application ID verification and risk assessment solutions, we are also able to leverage this Exchange database to capture information on debtors, which is not available to any other company. Because we have over 1,000 utility clients and over 4,000 property management clients (i.e., apartment complexes, etc.) in the U.S. utilizing our application and risk assessment solutions, our internal databases yield powerful information on debtors. For example, when a customer leaves a utility company and moves to another location, we often immediately capture the individual’s updated contact information from one of our property management or other utility clients when the applicant’s information is passed through our system. This new contact information is not typically available to, or published by the national credit-reporting bureaus normally for at least six months. We then deliver this updated debtor information to our collection services business for follow up and prioritized collection action. This entire process is called our “Exchange Advantage,” which represents a competitive advantage for ONLINE over other agencies and a significant potential collection “lift” for the City.
Finally, ONLINE offers the following additional resources and capabilities to achieve superior performance:
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• An excellent labor pool for hiring – ONLINE’s close proximity to East Carolina University and several large employers gives us access to well-qualified applicants. • Significant infrastructure capacity to accommodate the City’s business – ONLINE’s system has the bandwidth to process thousands of reports per day with excellent up-time and place thousands of calls to debtors. On the low end, we process around 10,000 reports per day.
Turnaround time for our reports is 1-3 seconds depending on the client’s internet connection.
ONLINE stores reports for 90 days for immediate access through our website, and for five years in archive. All collection records are retained until recalled by the client or in accordance with the FDCPA and FCRA.
• Superior technology infrastructure and resource expertise – Boasting cutting-edge technology backed by our expertise in data transfer and process automation, ONLINE delivers creative and impactful solutions to your screening and bad debt challenges. Our integration with Tyler Technologies Incode (Enterprise ERP Pro) provides a seamless platform through which to access our screening services.
• Custom Development Experience – ONLINE’s developers have extensive experience delivering custom solutions to clients, including some of the largest utilities in the nation. This allows ONLINE to implement quickly and meet all the data elements required by the City. Additional development costs may apply.
• Strict compliance procedures with all Federal, State and PUC regulations – ONLINE prides itself on our compliance record, and a large portion of our initial and ongoing staff training effort is dedicated to these important regulations.
• Rigid security standards – As part of its commitment to security, ONLINE maintains compliance with the SSAE18 Standard, undergoing annual third-party audits to ensure our clients’ sensitive data and our internal systems remain secure.
ONLINE would be proud to be selected as the City’s screening and collections provider. In summary, we have the ability and capacity, both financial and infrastructure, backed by 30 years of success in Utility new applicant screening and collections, to be a worthy partner of the City. Our references will speak to the high level of integrity, character, and performance of ONLINE over many years of relationship. [ONLINE INFORMATION SERVICES, INC.] August 28, 2026
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Qualifications and Relevant Experience
About ONLINE
ONLINE Information Services, Inc. is a Sub-Chapter S North Carolina Corporation owned and operated by the Blair Family (James Blair-CEO, John Blair-President, Marsha Blair-Treasurer, Rebecca CunninghamVice President, and Elizabeth Skains-Vice President) with revenues in the last fiscal year totaling $23,838,308. ONLINE’s philosophy is simple: “treat every client like they are our most important client” and “treat everyone we come into contact with as we would want to be treated if we were in the same position.”
Based in Winterville, North Carolina, we operate one corporate location from which all of our services are provided to our clients by our staff of 60 employees. See below for key personnel who will directly support your account. ONLINE has served utility clients specifically for over 30 years and has been in continuous operation for 70 years. We are a national utility-specific collections agency and provide credit risk-assessment services to over 1,000 utility clients, including over 300 municipalities, in all 50 states. We currently serve 14 clients through our integration with Tyler Technology Incode 10, ERP Pro 10 and 44 utility clients in California.
ONLINE is a member of the Consumer Data Industry Association, Professional Background Screeners Association, ACA International, and the North Carolina Collectors Association. Our membership in these key industry associations shows ONLINE’s commitment to ensuring we remain at the forefront of federal, state, and local regulations as they pertain to providing collection and credit reporting services to our clients.
Litigation Information
ONLINE has an impeccable compliance record and currently holds a Better Business Bureau rating of A+.
Because we operate one of the largest credit reporting and collection agencies in the country, we do receive a number of complaints from that section of our business, the vast majority of which are without merit and primarily involve collection reporting issues between us and our clients. A very small percentage of these are settled as a prudent and normal course of business. Over the past few years, we have been named in less than ten court actions per year on average.
Company Operational Outlook
ONLINE is a stable, family run business with no plans for mergers or acquisitions in the foreseeable future that would impact our ability to serve the City. [ONLINE INFORMATION SERVICES, INC.] August 28, 2026
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Staff Qualifications
The following staff members will directly support the City’s account through testing, implementation, and deployment. On average, they have almost 20 years’ experience in providing solutions to municipal utility providers.
Key Personnel
J.W. Blair – President
John W. Blair is the President of ONLINE Information Services, where he oversees its Credit Reporting, Consumer Reporting, Mortgage Reporting, and Third-Party Collection Services. Mr. Blair has worked with ONLINE Information Services for over 20 years.
Mr. Blair attended North Carolina State University where he earned a Bachelor of Arts in Business Administration. He went on to earn a Master’s in Business Administration from East Carolina University.
He is a past President of the North Carolina Association of Collection Agencies where he currently serves on the Board of Directors, as well as serving on DAKCS Software System’s Advisory Board.
Christoph Turner – Director of Sales and Marketing
Mr. Turner has been employed with ONLINE since 1992. He possesses extensive experience in utility applicant screening and collections and has always advanced the technological premise of ONLINE to meet the needs and growing technological demands of our clients. In regards to educational experience, Mr. Turner received a Bachelor of Science degree in Economics from East Carolina University. He is both Fair Debt Collections Practices Act (FDCPA) and Fair Credit Reporting Act (FCRA)-certified.
Shane Burger – National Account Executive (Primary Contact/Project Coordinator) (866) 630-6400
[email protected]
Mr. Burger joined ONLINE in January, 2014, and will leverage his experience in providing solutions to companies across the U.S. that have helped them achieve their business needs in the areas of Information Services. He will leverage his knowledge of applicant screening and prior experience systems integrations to ensure that ONLINE exceeds your expectations and will serve as the main contact for the City. He has an MS in Technology Systems from East Carolina University 2018.
Karen Murphy – Strategic Alliance Director
Mrs. Murphy originally joined ONLINE in 2007 as Utility Account Executive. After a stint working with a large utility CIS software development company overseeing their client integrations, she returned to ONLINE to manage the companies’ vendor partner relationships. Her experience with the CIS software industry from the software provider perspective and her years of serving the utility industry puts her in a unique position to help deliver ONLINE’s products and services to the utility and telecom spaces. She will serve as an executive-level liaison position for the City, overseeing this implementation and ongoing maintenance of the integration.
Anna Lancaster – Customer Service Manager
With over seven years of experience at ONLINE, Mrs. Lancaster brings a wealth of knowledge regarding ONLINE’s products and services and regulatory compliance. She and her team work with our clients to meet their needs and field any questions regarding ONLINE products, billing, or to schedule staff training. ONLINE’s customer service staff is available to our clients to resolve any day-to-day issues that may arise.
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Jon Burns – Director of Information Technology
Mr. Burns was promoted to Director of IT in 2012 after 13 years of service at ONLINE as Senior Developer. He and his staff develop easy to use Internet-based and integrated credit reporting solutions for multiple industries, and provide technical support to ONLINE’s customers. ONLINE’s IT staff is available to address any technical issues, as well as help the City test and implement the Incode (Enterprise ERP Pro) and web portal integration.
Tina Mozingo – Collections Manager
Mrs. Mozingo was recently promoted to Collections Manager. She joined ONLINE in 2017, progressing through several roles in collections management and compliance. She is FDCPA and FCRA-certified, and has 8 years of collections management experience. Mrs. Mozingo is responsible for maximizing recovery of our clients’ accounts within the guidelines specified by our clients.
Collections Staff
We believe that creating a professional staff is the result of a three-step approach:
1. An exhaustive interview and evaluation process leading to hiring the person with the greatest potential for success. All employees are screened using E-Verify.
2. An intense month-long training session combining two weeks in the classroom and two weeks hands-on training, with training accounts, which yields a knowledgeable and prepared employee. By the third day of training, the employee must pass the American Collector’s Association FDCPA test or our relationship will end before they ever actively work a current account.
3. An ongoing training process emphasizing attention to individual needs as well as an understanding of how the individual fits into the overall scheme of the company. All collectors are FDCPA and FCRA-certified annually.
Organizational Chart
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Project Experience
ONLINE currently serves over 1,000 utilities throughout the US, including 44 in California alone. This national presence and local experience has enabled ONLINE to remain compliant with the various statutes and regulations required in all 50 states, including the state of California.
Our client base includes some of the largest municipal and investor-owned utilities in the county, so we have extensive experience providing applicant screening and collection services exceeding the scope and volume presented in this RFP. Our collection agency consistently ranks first or a close second in head-to-head competitions and the majority of our client relationships go back over 10 years. We have also integrated our services with hundreds of clients’ CIS and public-facing websites. We will leverage this experience and longtime Tyler partnership to ensure a smooth transition to our services. [ONLINE INFORMATION SERVICES, INC.] August 28, 2026
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Work Plan
Sample Implementation and Support Resources
Because we have an existing integration with Tyler Technologies Incode (ERP Pro), all development necessary to deliver our services through the interface has been completed. The following represents a typical integration onboarding process, showing possible ONLINE and City resources that will be required. Please note that we will work with the City to develop a custom plan specifically for your needs after award:
ONLINE Information
Services, Inc.
Location FTE% City of Cotati
Implementation/Testing
Karen Murphy, Strategic
Alliance Director
Primary escalation point of
contact. Available to the City as
needed during ONLINE
business.
Jon Burns, Director of IT
Second tier escalation point of
contact for technology and
issues. Available during
ONLINE business hours.
Will Edwards, Senior
Developer
Second tier escalation point of
contact for technology issues.
Available during ONLINE
business hours.
Shane Burger, National
Account Executive
Third tier escalation point of
contact for day-to-day issues
and coordination as needed.
Available during ONLINE
business.
Jessica Young,
Trainer/Support
Involved in the pre-go live
training and ongoing training of
*Remote
*Remote
*Remote
*Remote
*Remote
*Remote
100%
100%
100%
100%
50%
50%
City Stakeholders/
Resources
Call Center Operations
Management
New Service Application
Process Owners
Back Office Escalation
Management Team
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the City staff on our products
and solutions.
Support
Shane Burger, National
Account Executive
Dedicated Account Manager
for day-to-day
performance/contract issues
and coordination as needed.
Available during ONLINE
business.
Jessica Young,
Trainer/Support
Involved in postimplementation training and
ongoing support of the City
staff on our products and
solutions.
Customer Service
Department
Handles day-to-day support
inquiries for the City and
consumers.
IT Department
Second tier escalation for
technical issues.
*Remote
*Remote
*Remote
*Remote
50%
50%
50%
50%
Implementation
During the initial setup phase, ONLINE’s staff will coordinate a kick-off conference call or meeting which will include the City’s ONLINE Account Executive, ONLINE’s Customer Service Manager, ONLINE’s Collections Manager, ONLINE’s screening manager, and ONLINE’s Director of IT. During this meeting, we will discuss and establish a customized plan for the City for applicant screening and collection services, including the automated account referral processes and procedures, creating a testing schedule of the Tyler integration, as well as schedule periodic conference calls between key individuals at the City and ONLINE for ongoing communication of any issues and their resolution.
The ONLINE Account Executive assigned to the City will be available to coordinate on the utility’s behalf with all of the key individuals involved with your account. ONLINE’s Customer Service staff is available to our clients to resolve any day-to-day issues that may arise. Our IT staff is available to address any file transfer or layout issues, and help your organization in any way possible to automate the referral and payment reporting process.
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The City should rest assured that ONLINE and our staff stand ready to assist you throughout the life of the contract, including the development of custom solutions and ongoing training for your staff at no additional charge. If awarded the contract, ONLINE will have all required mechanisms in place to begin collecting the City’s debt within 30 days. Please contact your Tyler representative for information regarding the time required to activate the ONLINE screening interface within you platform.
ONLINE offers free training during implementation and throughout the relationship to help our clients receive the greatest benefit from our products and services. These training sessions can be scheduled at the City’s convenience and are delivered via Zoom (Web-based). All copies of training materials (user documentation) will be made available to your staff. ONLINE also offers context-sensitive help embedded directly in our web-based products.
Proposed Timeline
Because the integration is already available through your CIS, no development work is required. ONLINE will provide you and your staff with credentials during implementation and training which you will enter into ERP Pro to enable access to our services. There is no cost to the City from ONLINE for interface access. Please consult your Tyler representatives to ensure your system is properly configured for ONLINE access and to discuss any charges that may apply.
Applicant Screening Services
Having served utility clients for three decades, ONLINE understands the scope and nature of the work required to provide our applicant screening and debt collection services to your organization. We have the staff, resources, and technology in place to meet your existing needs and new innovative solutions, like our Business Verification Report and Bureau Redundancy, which helps to maximize system uptime, to serve you well into the future.
ONLINE has over 30 years of experience in providing the services requested within this RFP. ONLINE uses the latest predictive scoring model to assess risk and then applies ONLINE’s own modeling based on our Exchange data and the applicant’s past utility payment history. It is 99% accurate in predicting the likelihood of a consumer paying their utility bill two years into the future. We use this approach because a good portion of credit bureau scoring models are heavily weighted because of medical bills and other unpaid bills that have little to do with whether the applicant will default on their utility bill. This ensures quality results for our clients.
The ONLINE Utility Exchange provides positive identity verification, risk assessment, and credit history.
Any portion of the ONLINE Utility Exchange Report can be suppressed from view if requested by our clients. This powerful tool is designed to deliver a deposit decision based on the City’s risk standards. As the leader and pioneer of this method of risk assessment, ONLINE delivers the most comprehensive tools to utility companies available today.
Our report can display any message under 150 characters to the CSR for direction in taking an appropriate deposit. The report returns a score section in the Exchange report that displays a risk factor and a graphic, based on the stoplight system, to indicate how the CSR should proceed.
ONLINE Utility Exchange prioritizes unpaid utility bills in our scoring model and that sets us apart in our deposit decision feature. ONLINE has millions of unpaid utility bills in our proprietary Exchange database that are not reported anywhere else, plus all of those reported to Experian. We are able to [ONLINE INFORMATION SERVICES, INC.] August 28, 2026
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score every adult American. If an applicant has an unpaid utility bill, we force a maximum deposit on those particular applicants. This allows our clients to protect themselves from these utility non-payers.
Through the ONLINE Utility Exchange, our members are able to assess the risk of providing service to a new applicant and assess an accurate deposit at the point of application to prevent a bad debt from ever occurring. The Exchange returns ID Verification information, a Deposit Decision, and the Utility Exchange Data in 3-5 seconds. Due to changes in the Fair Credit Reporting Act and the additional responsibilities of utilities with regard to the Red Flag Rules and Dodd-Frank, our clients are able to leverage their use of the ONLINE Utility Exchange to be in compliance.
Overview of the ONLINE Utility Exchange Report
The ONLINE Utility Exchange is the total solution to eliminating bad debt at the point of application.
Offering instant identity verification, customizable deposit decisions based on the City’s needs, and full FCRA compliance, including embedded Adverse Action Notices on applicable reports, our reports are powered by our proprietary Exchange data and are accessible through our integration with Tyler Technologies Incode/ERP Pro.
Verifies new service applicant
is providing the correct
identity information.
Accurately assesses the risk of
doing business with the new
service applicant and
highlights unpaid Exchange
Hits. Deposit thresholds are
completely customizable.
Allows members to track nonpayers and require an
increased deposit based on
the fact that the applicant
does not pay their utility bills
specifically.
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The ONLINE Utility Exchange report offers your utility a “total solution” to eliminating bad debt at the point of application and changes the dynamics of your relationship with your customers.
Applicant Identification and Fraud Protection
The SSN Verification section is designed to identify fraud and potential identity theft at the point of application. The following SSN Verification messages are returned, along with any CRA alerts, with applicable reports based on what identification information applicants submits with their application:
Good Match - The information on the application matches the information on the credit file. The consumer’s ID is validated for you.
Match to Other Name - The SSN you entered is associated with another name. Many times, there is a simple name variation (middle initial, maiden name, shortened or lengthened version of first name).
Ask applicant to provide valid ID.
No Record Found - The SSN hasn’t been used to apply for anything requiring a credit check. Common with younger applicants. Does not necessarily indicate that the SSN is invalid or “bad.” No Match - One of the strongest indicators of fraud, but it doesn’t necessarily mean that fraud has actually happened yet. The name and SSN entered have never been associated with one another. Ask applicant to provide valid ID.
Deceased - Displays when either the credit bureau or the Social Security Administration has labeled the SSN as deceased. Verify the SSN was entered correctly. If the SSN was transposed, it could be the SSN linked to a deceased individual. If the SSN is correct, ask the applicant to provide valid ID.
Non-Issued - Displays when there is no record of an SSN being issued by the Social Security Administration. It does not necessarily mean the SSN is not valid. SSN randomization makes it difficult to track whether and when the Administration issued an SSN. Request valid ID from the applicant.
Through our extensive experience in working with utilities throughout the US, we have found that:
• 70% of all applicants apply using a social security number that is the applicant’s correct social security number (Good Match);
• 20% apply with a name variation like the Match to Other Name example above; • 5% are committing identity fraud (No match)
• 3% are using a deceased or non‐issued SSN
• 1% are using an SSN that belongs to someone below the age of 18 • 1% of applicants have no file (No Record Found)
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This section also returns all CRA (credit reporting agency), and Red Flag Rule Alerts that are required by the FCRA to be Red Flag compliant as Additional Alerts.
Applicant Credit Rating
Our deposit decisions allow you to mitigate your risk of doing business with those applicants who pose the greatest risk for non-payment, while allowing you to treat your best customers with the respect they deserve. The Utility Exchange shifts the burden of bad debt off of the shoulders of your paying customers by reducing or eliminating deposits for those low-risk customers. You can quickly identify the marginal and high-risk applicants and charge them a deposit that mitigates your risk up front.
The ONLINE Utility Exchange report displays the deposit decision as a color-coded light system to simplify your decisions. These decisions and the messages displayed to your CSRs are customizable to your organization’s needs:
Applicant poses little to no delinquency risk.
Waive deposit.
Applicant poses medium delinquency risk.
Charge standard deposit.
Applicant poses high delinquency risk.
Charge maximum deposit.
These two sections combined - fraud detection and charging an appropriate risk-based deposit - eliminate as much as 75% of your charged-off bad debt at the point of application. We have found across our entire customer base that 15% of bad debt is eliminated by identifying application fraud – including identity theft. The remaining risk is reduced significantly because you shift your bad debt burden to those applicants with poor credit and a history of utility non-payment.
Exchange Results and Unpaid Utilities
The final section, Exchange Results and Other Unpaid Utilities tells you whether this applicant pays their utility bills. We pull the Exchange Results from our other Exchange members, so you get all of the charged-off accounts from all Utility Exchange Members returned in this section in real time. This means that the City of Cotati has the best possible information at the point of application and increases the likelihood of recovering your charge-offs. We scrape any unpaid utility bills off of the credit file and highlight those for you. The great thing here is that if your applicant owes another utility, the deposit decision is automatically adjusted based on your policies.
If the applicant is charged a higher-than-normal deposit, ONLINE includes the adverse action letter and required score disclosures directly on the report. You have the option to print that in your office, or we offer an automated letter service (additional charge) that mails the required notices to the consumer.
That Adverse Action letter takes your CSR out of any dispute about the adverse action (charging a higher deposit). If that consumer or any consumer owes your utility money, it shows up on the adverse action letter and that triggers a psychological flag that raises the value of that unpaid bill in that consumer’s mind.
Finally, the demographic data: i.e. name, address, social, phones, place of employment, and any other data you enter into your application screen, is scraped as it is submitted to pull your Utility Exchange file and that demographic data is then systematically compared to charged-off bad debt in our system at our collection agency and those accounts are then called and their past-due amounts collected. [ONLINE INFORMATION SERVICES, INC.] August 28, 2026
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Adverse Action Letter/Score Disclosure
The required Adverse Action and Score Disclosure notices are automatically embedded in applicable reports where the applicant is charged a higher than normal deposit. We also offer an automatic letter service (optional, additional charges apply) where the required notices are mailed to the consumer.
Sample with required disclosures
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Dodd-Frank Score Disclosure
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ID Validation Report
Our ID Validation-only report validates the applicant’s identity information as sent to ONLINE. It provides demographic information matching as well as fraud/Red Flag alerts, to include frozen/locked file, consumer fraud alerts, active duty alerts, and deceased. It can also be configured to return a Pass/Fail message based on your policies:
Commercial Applicant Screening (Optional)
Commercial and business applicants can be screened through our Tyler integration or website. We offer a newly developed Business Verification report which provides a quick solution to access all 50 Secretaries of State and the IRS to validate commercial legal entity and to confirm the Federal Employer Identification Number (EIN) in real time. Many of our clients utilize a waterfall approach to screening commercial applicants to help keep costs down. This involves first requesting the Business verification report. If the applicant is successfully validated, then a commercial credit screening product is requested based on the utility’s policies. We have included pricing for the Business Verification Report in this response. We are happy to discuss the waterfall option with you during the implementation process.
Business Verification Report
ONLINE provides a quick solution to access all fifty Secretaries of State and the IRS to validate commercial legal entity and to confirm the Federal Employer Identification Number (EIN) in real time.
Know Your Business Customer
• Quickly search all 50 Secretaries of State to verify legal name and active status • Validate Federal Employer Identification Number (EIN) against IRS • Reduce AHT for Business Representatives to onboard a commercial customer • Allow commercial customers ability to apply online
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• Confirm correct information is on file for account
Ensure Verified EIN Before Adding to Record
• Submitted EIN is validated directly against IRS
• Immediately informed when EIN does not match business name • Commercial applicant may apply for service prior to securing EIN • IRS lag time may not reflect EIN
• May be subject to penalty if reporting deposit interest with wrong EIN and/or name on 1099 INT • Eliminates need to request and manage W-9s
• Can be validated and appended on demand
Benefits of Having Good Records:
• Reduces the inability to quickly identify the pre-petition debtor to cease billing and risk sanctions on bankruptcy filings
• Allows the ability to obtain accurate credit data
• Postures for commercial scoring and credit monitoring • Avoids delays in matching surety bonds and letters of credit to active accounts • Eliminates concern when duplications occur between EIN and Social Security Number ONLINE can verify the name and EIN on the existing commercial portfolio, in batch, to ensure the accuracy of both name and EIN or capture the EIN on records where EIN was not provided, was not on record with the IRS at account initiation, was inaccurate or removed. Additionally, this batch process can indicate if the business entity remains active or had a change in legal status, such as revoked, merged, or inactive.
ONLINE’s solution can be fully integrated and automated with the CIS or available through our web portal. It reduces AHT for business representatives to verify business names and follow up necessary when the name is inaccurate.
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Sample Results
Valid, Active Entities results based on information provided by customer and varies between 70% - 84% Verification Responses
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Sample Report
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Tyler Technology Incode 10, ERP Pro 10 Integration
ONLINE partnered with Tyler Technologies almost a decade ago to integrate our applicant screening services within their Incode ERP Pro and Munis ERP platforms. Through the ERP Pro 10 integration, City staff can access the power of the ONLINE Utility Exchange report directly through your Tyler software.
Because the integration is in place, additional or new development is not required. There is no cost to the City from ONLINE for interface access. Please consult your Tyler representatives to ensure your system is properly configured for ONLINE access and to discuss any charges that may apply. All data is encrypted in transit and at rest by ONLINE to keep your data secure. Data exchange between Tyler and ONLINE is based on our API. Please contact Tyler for information regarding the interface, including reporting options, import/export capabilities, and support of the integration. *Please note – the following screens are for demonstration purposes only and may differ from the screens you see in your software.
1. Navigate to the Contact you would like to screen, drilldown, and select the contact. Once selected, the ONLINE Utility Exchange icon will be enabled.
2. If you have access to multiple reports, when you click the ONLINE Utility Exchange icon, the system will bring up the ONLINE Utility Exchange report selection view. NOTE: If the user only subscribes to a single report, when the user clicks the ONLINE Utility Exchange icon, the system will go directly to the report bypassing the selection view.
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3. Select the report you would like to generate and click the Run Selected Report button.
4. The report will open up in a browser window:
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Debt Collection Services
Once accounts are referred to ONLINE, they are entered into our DAKCS collection system on the same day and assigned to our dedicated Utility Collections Team. ONLINE is able to accept accounts from our clients via a secure FTP site, our secure https website, middleware, integration with ERP systems, or any other electronically secure method. An acknowledgement report is then sent to your office showing the detail of the accounts.
Through our
Exchange databases
29% of all addresses
are updated before
the Validation Notice is
sent.
As a top-tier reseller of Experian credit information, ONLINE has developed a very significant business in the Utility sector, providing point of application ID verification and risk assessment solutions to over 1,000 Utility clients, with clients in all 50 states. In addition to this significant Utility credit reporting business, ONLINE also has a significant Utility Collections business, with over 700 collections clients and collections clients in all 50 states as well.
To achieve extremely high-performance results in these two businesses through industry specialization, ONLINE focuses on only three Industries—Utilities, Property Management and Healthcare. As both a credit reporting agency and a collection agency, we have the unique ability to capture the new utility applicant address and phone information (in excess of 4,000,000 transactions a year), as the new utility applicant is assessed through ONLINE. As the new utility applicant is being processed through ONLINE, we then scrape that new applicant contact information from the utility application, and then match that new contact data to the accounts housed in our collections system overnight. The collection account, updated with the new contact information, is then prioritized into a collector’s work queue for calling the next morning.
We call this process of matching the new contact information gleaned from our credit reporting business with our clients’ collections accounts in our collections system the Exchange Advantage. This is truly a unique capability as we have access to this new contact information before anyone else receives it. This provides ONLINE with the ability to call your debtor first, and significantly improves our recovery rates for clients.
In addition to updating the debtor’s information, ONLINE also screens the accounts for commercial, bankruptcy, and deceased debtors, so these accounts may be sent to a department that specializes in that type of debt. Individual attention to specific accounts assures that ONLINE will pay careful attention to each type of account.
Once addresses are verified, the Model Validation Notice is then printed and mailed. Generally, this will result in either a payment being made or a telephone call being generated by the debtor during which the collector will convince the debtor to pay the bill. Thus, ONLINE has a distinct advantage over other agencies that are unable to update the debtor’s address.
At this point, ONLINE searches its proprietary Exchange database and updates all of the demographic information on the debtor before the Model Validation notice is sent. This speeds up the delivery of the required notice to the account being referred to our agency for payment. We currently update addresses on 29% of accounts referred.
This means that, at a collection agency that does not have ONLINE’s demographic database, 29% of the first notices would go to a wrong address. ONLINE’s ability to update the debtor’s information before the first notice assures you that more debtors will be contacted. This process enables ONLINE to consistently outperform other agencies. [ONLINE INFORMATION SERVICES, INC.] August 28, 2026
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ONLINE is careful to strictly adhere to all Federal and State laws, including the Fair Debt Collections Practices Act (FDCPA). Under Regulation F of the FDCPA, there is a validation period of 30 days, during which the Model Validation Notice is mailed. As part of our conservative compliance approach, ONLINE adds an additional 15 days to the validation period, and we do not place phone calls during this time to reduce compliance risk.
After the validation period has passed, every account that has a phone number is worked by a member of our professional collection staff who specializes in the recovery of unpaid utility debts. Calls are placed to employer and/or home phone numbers per the frequency outlined in Regulation F, and the account will stay in the collector’s work queue until contact is made with the debtor.
Our automated system, featuring DAKCS software, offers a unique means of making certain the collector works each account before moving on to the next account. Our auto-dialer continuously dials debtors until contact is made, and then the dialer automatically passes the call to the collector. This transfer is a direct transfer and allows ONLINE to work all of your accounts in an efficient manner.
Once the debtor says “Hello,” the account appears on the collector’s screen, and they can ask to speak to the debtor immediately. This direct transfer is a unique feature and has virtually eliminated hang-ups.
The auto-dialer is a revolutionary collection tool that turns collector “dead time” into productive “talk time” by:
• Intelligently selecting and automatically dialing phone numbers. • Instantly transferring answered calls to collectors as if the collector had done the dialing personally.
• Monitoring the progress of each call using both predicative and collector-managed dialing. • Allowing our collection agency to define calling patterns.
We can support all of our collectors on the auto-dialer and make over 40,000 calls a day with unlimited overflow capacity and 200 seat licenses. There are no messages between calls asking the debtor to hold while a transfer occurs. This means that our collectors spend the day talking with debtors instead of manually dialing, waiting for an answer, and then leaving a message. The result is greater efficiency in the collections process.
Following the mandatory validation period and after contact has been made with the consumer, any information about a debtor is eligible to be placed on a credit file. ONLINE reports debts electronically to Equifax, Trans Union, and Experian twice per month.
Any time the debtor moves, we have access to the debtor’s new address and demographic information long before any other agency receives it thanks to our Exchange Advantage. Our systems automatically update accounts nightly and send those accounts back to the collector so that they are aware that the account needs to be contacted again. All of this occurs in an effort to recover your accounts in the most effective manner.
ONLINE Collections follows the golden rule of treating other people the way we would want to be treated. This extends to not only our dealings with consumers but our awareness that we represent you when calling your accounts. Experience in calling millions of debtors has confirmed in our minds that most people truly want to pay their bills if they can. Many agencies use high-pressure tactics and attempt collection through intimidation and fear. That simply is not the way we at ONLINE collect. [ONLINE INFORMATION SERVICES, INC.] August 28, 2026
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Instead, we win the confidence of the debtor and help the debtor explore other avenues to produce payment in full. We have found that educating the debtor to other possible sources of income in turn allows them to pay their bills and maintain their dignity. This method reaps far more benefits than intimidation ever could. If Payment-In-Full cannot be secured, we work with the debtor to develop a meaningful payment plan or settlement consistent with the utility’s requirements. Throughout the entire process, our collectors are trained to treat your customers with respect.
Having served utility service providers throughout the U.S., ONLINE understands the scope and nature of the work required to successfully collect for the City. With our proprietary Exchange Advantage, we consistently outperform our competitors, which means we can recover your accounts faster and more efficiently than other agencies.
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Workflows
The following is a sample of ONLINE’s standard workflow for Primary and Secondary collection accounts.
Actual timeframes will be determined during implementation and may be adjusted based on client need and regulatory requirements:
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Dialer Processes
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Daily Campaigns
• Broken Promises/NSFs (automated) – Collector who setup arrangement works account. Depending on number of broken promises, pay arrangement is canceled. NSFs result in no more checks accepted from debtor.
• Cell Phones (manual) – If not provided by client, all cell phone numbers are worked manually per compliance requirements.
• New Business (automated):
o High Score
o High Balance
o Mid-Scores
o Low Scores
• New Phone #s (automated) – From Exchange Database
• Client-specific Campaigns (automated)
• Geographic campaigns (automated) - (ONLINE will run geographic type campaigns, especially for those states that have specific rules and regulations that differ from the federal FDCPA. This allows management to work with the collectors to know the specific rules for working the accounts in that state. Prevents non-compliance complaints.)
The Exchange Advantage
The key to ONLINE’s success is our proprietary Exchange database which updates all of the demographic information on the debtor before the first notice is ever sent. This data is proprietary to ONLINE. The result is that our validation notices are updated to a proper address for the debtor before it is mailed.
This speeds up the delivery of the notice to the debtor of the account being referred to our agency for payment. We currently update addresses on 29% of accounts referred. This means that at a collection agency that does not have ONLINE’s demographic database 29% of the validation notices would go to a wrong address and collection efforts might cease at that point. ONLINE’s ability to update the debtor’s information assures you that more debtors will be contacted. This process enables ONLINE to constantly outperform other agencies.
HOW IT WORKS
1. Accounts are typically referred with outdated or incorrect contact information:
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2. Your debtor applies for utility service or a lease at one of our nationwide Exchange Members using current contact information:
3. ONLINE receives your debtor’s updated information in real time and contacts them as soon as possible to achieve payment in full:
Through our Exchange database, our clients experience a collections “lift” over what traditional agencies offer as shown below:
We also use the three bureaus, as well as other sources, such as Lexis Nexis. [ONLINE INFORMATION SERVICES, INC.] August 28, 2026
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File Upload Process
A Regulation F-compliant file of past due accounts may be exported directly out of your Tyler software and submitted to ONLINE through our secure website or SFTP. The following steps show how to upload the file to our website to begin collections:
1. Click File Upload then choose your account type (consumer or commercial):
2. Select the type of file you are uploading from the dropdown menu:
3. Click the Upload Files button:
4. Our system will process your file and check for any errors or exceptions. Your designated contact(s) will receive an Acknowledgement via email.
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User Authentication and Roles
ONLINE employs multifactor user authentication and IP address restrictions to ensure your account and our systems remain secure. On our side, users may be assigned to one of three roles – User, Supervisor, and Administrator – to limit access to information, including consumer PII, billing, and user administration. Administrator-level users have the ability to add, edit, and delete user accounts from ONLINE’s system. Please contact your Tyler Technologies representative for information on their security practices and user requirements.
Compliance Support
We provide compliance tools directly through our reports, including Adverse Action/Score Disclosure notices and Red Flag/CRA alerts. All collection activities conform to FDCPA requirements and all collectors are certified annually. To further ensure compliance, we deploy Balto Speech Analytics, which monitors all calls for inflammatory words. We use eOscar to intake and respond to consumer disputes.
Our Model Validation Notice has been reviewed and approved by legal counsel. [ONLINE INFORMATION SERVICES, INC.] August 28, 2026
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Service Level Commitments
Historically, ONLINE has achieved a 99%+ uptime rate. This has recently been enhanced by our development of a Bureau Redundancy solution that automatically switches bureau sources if the primary bureau has a service interruption. We also employ a co-location with auto failover capabilities for our collection systems. Please note that the SLA guarantee only applies to factors directly under ONLINE’s control.
Our goal is to answer all client inquiries as they are received. When you call our office, you will speak to one of our representatives the large majority of the time. Our standard service expectations are that voicemails be returned in one to three hours and emails in six hours. If you need immediate assistance for a critical issue, please contact your account manager, Shane Burger, directly.
Standard reports are available through our secure website on demand. Custom reporting requested by the City (additional charges may apply depending on scope) can be delivered at a frequency of your choosing. We believe that open lines of communication are the key to any successful relationship.
During the kick-off call if we are awarded the business, we will schedule periodic conference calls to discuss performance and address any issues and develop a custom implementation plan complete with milestone dates and implementation steps to ensure a smooth transition to our services.
Cyber Security Plan
As both a collection agency and credit-reporting agency, ONLINE is bound by the requirements of the FCRA and FDCPA in regard to data security and confidentiality. Access to sensitive information is granted on a “need to know” basis, and our internal systems can only be accessed within our building. We also have implemented clean desk, no cellphones, and DLP policies throughout the organization.
We are SSAE-18 certified, which means our systems are rigorously tested and undergo regular intrusion detection audits. Furthermore, we use multi-factor user authentication and IP address restrictions to prevent unauthorized access to confidential information through our secure websites. All data is encrypted in transit and at rest. ONLINE constantly monitors industry trends and security best practices to ensure our systems remain protected, and we maintain cyber liability insurance ($10,000,000) to protect our clients. To date, we have never experienced a data breach, and our payment process is PCIcompliant.
We are happy to share our complete Data Security process documentation and most recent SOC II report upon request.
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Reporting Capabilities
The following standard reports are available on demand through our secure website. Access to reporting is based on user role established in our system, with User-level staff unable to access reports and billing information. Our developers have extensive experience creating custom reporting for our clients, and there is typically no charge for this development depending upon the scope of the request.
Applicant Screening
ONLINE offers a variety of standard reporting tools through our secure website, including real-time access to detailed listings of all credit reports grouped by user identification and score distribution reports. Please contact Tyler for information regarding reporting available through their CIS.
Report List
This report details all inquiries made through the ONLINE Utility Exchange, including report number, date and time of request, CSR name, alerts, and consumer name. Reports are accessible for 90 days through our website. Reports older than 90 days are placed in archive for five years. To access archived reports, please call our Customer Service department.
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Statistical Report
This report allows you to view historical information regarding screening results for you applicants. You can use this information to adjust your deposit thresholds to fully protect your organization:
Please note that ONLINE’s developers have extensive experience in creating custom reporting options for clients. Depending on the scope of the request, there is typically no charge for this development. [ONLINE INFORMATION SERVICES, INC.] August 28, 2026
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Collections
ONLINE offers a variety of standard reports through our secure website to allow you to track where your accounts are in the collections process, view performance metrics, and acknowledge account referrals.
Our developers have extensive experience in creating custom reporting for clients, and at the City’s request, can develop additional reports to meet your specific needs.
Acknowledgement Report
Each time you refer accounts to ONLINE, your designated contact will receive an email with summary information and a direct link to the accounts referred for verification at your organization.
Subject: ONLINE Collections Has Loaded New Collection Accounts for [CLIENT NAME} Thank you for your recent referral to ONLINE Collections. ONLINE has loaded your collection accounts.
Please review the information below.
Summary Information:
Total Amount Loaded Yesterday: $23,712.17.
Total Accounts Loaded Yesterday: 226.
If these numbers do not accurately reflect what you believe was referred please login below and click on the link for the most recent referral date to verify the accounts. http://www.onlineis.com/start/login.asp?action=acknowledgment&site=O Thank you,
ONLINE Customer Service
(800) 917-7817
Accounts Loaded by Date
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Performance Report
Account Status Report
Instantly view where your accounts are in the collections process:
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Batch Track Report
The following is a performance report from a current ONLINE client. Please note that the data shown below should not be construed as a guarantee of future performance:
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References
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Affidavit of Accuracy
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Proposer Information Form
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Conflict of Interest Statement
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Ethics Statement
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Subcontractors and Third-Party Software Providers
Due to compliance requirements that govern our industry, we do not currently subcontract any portion of our screening or collection services. While our collection management system was developed in partnership with DAKCS, all software accessible by the City (our website) was designed, developed, and is maintained by ONLINE. We would be happy to provide details on additional third-party data and software partners outside the public RFP process upon request by the City. [ONLINE INFORMATION SERVICES, INC.] August 28, 2026
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Firm Pricing Proposal (Option C - Combined Services)
The following pricing will be valid for one hundred twenty (120) days following the proposal submission deadline.
Applicant Screening
ONLINE Utility Exchange ID Validation Report:
$1.95 per Applicant Screened. Provides ID Validation and any Red Flags/CRA Alerts.
ONLINE Utility Exchange Report:
$3.15 per Applicant Screened. Provides ID Validation with any Red Flags/CRA Alerts, Deposit Decision (Soft Credit Check), Exchange Hits, and Other Unpaid Utility Accounts.
Regulatory Recovery Fee:
$0.22 per applicant screened
Monthly Web Access Fee:
$30.00 per month
Interface Access:
There is no cost to the City from ONLINE for interface access. Please consult with your Tyler representative to discuss any charges that may apply.
Debt Collections
ONLINE Collections Contingency Flat Rate Fee:
35% on all monies collected on accounts placed with our agency.
Optional/Add-on Services
Automated Adverse Letter Service:
$1.50 per mailing
Business Verification Report:
$7.00 per applicant screened
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Exceptions
While ONLINE does not have specific exceptions to the terms outlined in the RFP documents, please note that many of the contractual requirements necessary to provide our applicant screening and collection services to clients are dictated to us by either the national credit bureaus or federal regulation, and therefore require inclusion in any agreement between ONLINE and your organization.
The final agreement between the City and ONLINE will be negotiated in good faith as part of this RFP process. If you have any questions regarding credit bureau or compliance requirements or would like to view samples, please contact Shane Burger for assistance. [ONLINE INFORMATION SERVICES, INC.] August 28, 2026
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Additional Information
Sample Certificates of Insurance
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