State of Maryland Modernizes Debt Collection with 10% Revenue Boost Strategy

See how Maryland's Central Collection Unit transformed from a 30 year old paper intensive system to a modern digital powerhouse managing 2.7 million accounts and collecting $140 million annually. This detailed case study showcases the journey of a government agency that refused to accept the status quo, identifying 4,000 specific requirements for their ideal debt management solution.

Director Anthony Fugett shares insights on how CCU revolutionized the citizen experience through innovative approaches like streamlined DMV payment plans with electronic signatures across 41 locations. Learn how the department leveraged modern technology to gain deeper customer insights, enabling personalized payment plans based on individual circumstances like wages and property ownership.

The transformation goes beyond technology, addressing the human element of collections. Discover how CCU improved agent morale through engaging interfaces and performance dashboards that provide hourly business insights. This case study reveals strategies for balancing the needs of state agencies with citizen welfare, creating a model that other states are now following.

Download to learn how government agencies can modernize collections while improving citizen experiences, reducing manual processes, and achieving significant revenue increases through strategic digital transformation.