Experian

Experian Decision Management Solutions with PowerCurve Collections

PowerCurve Collections is a unified system combining operations, decisioning, data and analytics in a single solution. Supported by a range of collections-specific consulting services, PowerCurve Collections’ comprehensive approach drives a more effective, customer-focused collections process that increases recoveries and reduces costs. Including finance, telecoms, utilities, automotive, social-housing sectors.

Features

• Premium user experience with a redesigned UI and UX.
• Integrated Design Studio for business users
• Data connectivity and Enrichment
• Analytic insights
• Automation of routine Operational Collections
• A powerful, scalable decision engine
• Design and execute a compliant collections workflow
• Digital, self service platform for customers
• Built in management reports and dashbords
• Integration with existing systems in the client environment

Benefits

• Access rich Experian bureau data
• Appropriate action at the right time for customers
• Empower customers to manage collections via digital self-service
• Expertise to connect to complex IT systems
• Better customer contact rates
• Relevant targeted collections activities
• Compliance with regulations that restrict interactions with customers
• Lower operational costs with greater efficiency
• Connect to sector specific data such as rental data
• Risk-averse approach to data management

£13,750 a licence

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at digitalmarketplace@experian.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

107223110760680

Contact

Experian Public Sector
+44 (0) 115 941 0888
digitalmarketplace@experian.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: PowerCurve Collections is a standalone service that can also be utilised alongside PowerCurve CMS (Customer Management Service)
• Cloud deployment model: Private cloud
• Service constraints: No known constraints
• System requirements:
  • Microsoft IE 11
  • Windows 10
  • Oracle 12c
  • Apache Tomcat 8.0.x

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: In line with ITIL best practices Experian have defined Service Levels across all core processes (incl. Incident, Service Request, Problem, Change Management etc.). Engagement via a SPOC our Experian Service Desk will ensure all interactions are recorded and assessed against impact and severity before being assigned a "Priority" that defines our target response and resolution time.; Clients can extend service offerings to align to their business operations, including support cover that extends beyond core hours for P1 type incidents. Core support hours are; Mon-Fri: 08:00-18:00. Tickets can be raised 24x7 via the Self-Service Portal
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: In order to manage our client services effectively, and in line with ITIL best practices Experian have defined Service Levels across all core processes (incl. Incident, Service Request, Problem, Change Management etc) with the opportunity to take optional services covering Business Support and Optimisation, Service Management and Extended hours of support for P1 incidents. ; ; Our UK&I Core Service Desk Support Hours are;; 09:00-18:00 Monday-Friday (local time); Exceptions: UK&I Bank Holidays – UK&I; ; Tickets can be raised 24x7 via the Self-Service Portal, and will be managed in accordance with the agreed SLA.; ; Extended support hours are 24*7*365.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Experian are able to deliver an extensive range of training courses and recommend that a Training Needs Analysis is performed by our training experts to understand and agree the training solution. Test training is standard part of the schedule, to enable the customer’s own personnel to test and verify PCC operation prior to handover. “Train-the-trainer” courses are provided to enable the customer’s own personnel to take on internal training without reliance on Experian. As part of the standard package, PCC provides context-sensitive, online manuals for Collections, Configuration and Configuration Management. Off-line manuals also include Operations Module User Guide, an Interface Guide and Installation and Set-Up Guide. The documents include process descriptions and screenshots where necessary. Documentation is updated as new releases or modifications dictate.; All training courses remain available for delivery directly by Experian Training Consultants or via a ‘train the trainer’ approach post implementation. Typically this is to train new starters within the collections operation although occasionally we are asked to deliver refresher training for existing staff where required.; Experian are also able to offer more tailored training should be client wish to address very specific areas of the PCC system.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: During project definition and design the extraction processes will be defined, if contract termination takes place in a bulk/batch process this can be handled in an overnight process – generating extracts of this data which can then be transported to the users. If this is on demand and based on a contract termination initiated from collections, data can be sent via webservices/messaging
• End-of-contract process: Would be agreed on a client by client basis

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems: Other
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Available on request
• Accessibility standards: None or don’t know
• Description of accessibility: Available on request
• Accessibility testing: We conform to all the WCAG 2.0 A and AA guidelines except for the following:; 2.1.1 – Keyboard; The ‘teams and users’ functionality requires drag and drop control with mouse so is not keyboard accessible.; 2.1.2 - No Keyboard Trap; For the reason stated above this guideline is also nit supported.; 2.4.1 - Bypass Blocks; Content bypassing is not currently supported.; We have not done any testing with assistive technology users but intend to address all the above elements through further product development soon.
• API: Yes
• What users can and can't do using the API: PCC has been integrated with a wide range of different systems using a number of integration methods. The most popular methods to date utilise database links and structured file interfaces. An enterprise application integration (EAI) layer has been developed that will deliver Web Services (SOAP/REST), JMS as well as a number of proprietary APIs as standard. Typically FTP, SFTP would be used to transport flat files between systems, although MQ-Series has also been used to simply transfer flat-file.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The collections strategies in place can be customised by business users using a strategy design studio. Users can be provided with training to maintain the strategies or can work with a consultant who can apply any changes on the buyers behalf.

Scaling

• Independence of resources: Experian work to a best practice delivery approach which ensures that proposals that mature into solutions are reviewed with sufficient governance and are assessed and approved in the context of; Service Design, Security, Service Support, Solution Design Authority; Service Acceptance; Capacity & Demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Service Reporting is offered and would provide an overview of our performance against our key metrics – typically Incidents, Requests, Availability. Reporting requirements should be flagged and scoped into the finalised proposal
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Direct exports via the DB are not recommended, we would define extracts during the solution design process and export data as per those processes. If several ad hoc exports are required, we would recommend a replication of data process to not impact the production DB.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Via DB
  • Web services
  • JMS messaging
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Web services
  • JMS messaging

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Clients can select service offerings that best align to their business operations. These options will be presented as scope is defined and a Service Offering Summary presented back to the client
• Approach to resilience: Experian is not only committed to ensuring that our staff is prepared; our third parties and outsourcing suppliers are required to meet the same standards and controls. Our approach is in line with industry best practice and includes the following considerations;; • Business Impact Analysis ; • Business Continuity Planning ; • Crisis Management. ; • Notification & Escalation ; • The Global Risk Management process; • Disaster Recovery Services; • Recovery Work Area
• Outage reporting: Experian communicate progress on reported incidents only. Where a service outage is reported the impacted client is provided with a unique reference number for their Incident, this ensures the client is included in communications relating to that outage, even where multiple clients are impacted.

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: Yes. PCC is able to authenticate users in an LDAP v3 directory. We have successfully integrated with Active Directory and OpenLDAP implementations. We would not expect difficulty authenticating against any other v3 compliant directory as our integration is with the protocol specification rather than the directory vendor. Username and password required – SSO also available.
• Access restrictions in management interfaces and support channels: Access restricted based on user access right level.; PCC allows user roles to be modelled using User Templates. A user template allows a business role to be defined including the system access permissions and mandate levels for each activity that can be performed by the role. Mandates can be applied to any action or activity performed in PCC. PCC database can also be secured to allow access only to authorised users or applications using the appropriate database tools.; Further security applies to configuration tools, management interfaces, support channels by adapting (configuring) access and security based on client requirements.
• Access restriction testing frequency: Never
• Management access authentication: Other
• Description of management access authentication: Available on request

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: DNV-GL
• ISO/IEC 27001 accreditation date: 20/12/2016
• What the ISO/IEC 27001 doesn’t cover: Everything is covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Trustwave
• PCI DSS accreditation date: 28/10/2016
• What the PCI DSS doesn’t cover: Everything is covered
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Cyber Essentials Certification

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Experian have a comprehensive global security policy based on the ISO27001 standard which covers: Organisation and Management, information security, asset classification, physical and environmental security, communications and operations management, system access, systems development and maintenance, compliance, personnel and provisioning, business continuity management, third party management. The policy is owned by Experian's executive risk management committee which is an executive level body, and which assumes ultimate responsibility for Experian's risk position. Information security is a key component of the risk management framework. Experian management supports security through leadership statements, actions and endorsement of the security policy and implementing/improving the controls specified in the policy. The policy is available to all Experian employees and contractors on the intranet. Changes to the policy are announced on the company's intranet computer based information security and data protection training, and this is repeated on at least an annual basis. Compliance to policy is overseen by internal audit.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Experian have a change management policy which is underpinned by processes and procedures based on ITIL best practice. This is a mature process. We use a service management tool that integrates change management, incident management, problem management, configuration management and knowledge management. Our change management policy, processes, and procedures are regularly audited by independent auditors. Formal risk analysis is employed using an approved information risk analysis phase for developments/changes. Security requirements for the system are identified and continue to be considered throughout the life of the product.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Servers and PCs are built to a documented secure standard, which includes anti-virus and malware defences. Information assets have a defined patching schedule, determined by the system's criticality and the level of threat the patch is mitigating. Experian actively monitors threat environment and checks the effectiveness of security controls by reviewing both free and paid for sources of threat information, including, public information, major vendor feeds and also receiving information from specialist closed group mailing lists. The overall process is also plugged into an automated patch and fix strategy, underpinned with a technology infrastructure to deliver corrective updates.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Monitoring processes and tools are in place to manage alarms generated by security related alerts and these are fed into the incident management process. Experian has a formally documented risk based incident management process to respond to security violations, unusual or suspicious events and incidents. In the event an incident occurs a team of experts from all relevant areas of Experian are gathered to form an incident response team, who manage activities until resolution. The incident response team are available 24/7 to resolve any incident. Out of core hours the dedicated incident hotline is routed to the command centre.
• Incident management type: Supplier-defined controls
• Incident management approach: The incident management process incorporates a number of participants and contributors, including: Global Security Office - who facilitate and coordinate activities under the business security coordinator's guidance; Business Security Coordinator - a representative of the impacted business area, responsible for coordinating resolution activities; Incident Response Team (IRT) - IRT is made up of a membership that are empowered to make key decisions surrounding the actions to be taken to reduce impact, control actions, and impose corrective activities. A client report would be created, including: high level overview; facts; overview of events; actions taken.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  As an information services business, we have a relatively small environmental footprint compared to many other industries. The biggest impact from our controlled operations relates to greenhouse gas emissions from energy used to power, heat and cool our buildings and data centres, and from business travel (pre-Covid-19). Every year we reduce our carbon footprint, yet we want to take it further and accelerate our response to the climate change challenge; We’ve started our journey to becoming carbon neutral. Our global Corporate Responsibility team is engaging with various teams across the organisation to discuss carbon reduction initiatives and get a good understanding of what’s needed to achieve our target by 2030. This will allow us to develop a detailed Carbon Neutral Plan, including initiatives, targets, costings and timeframes, for agreement by end of November.; In March 2021, Experian became an official supporter of the Task Force on Climate-related Financial Disclosures (TCFD). We are committed to aligning our corporate reporting with the TCFD recommendations and early reporting on the majority of its requirements before it becomes mandatory for us in FY22.
• Covid-19 recovery:

  Covid-19 recovery

  We have focused on supporting our people, clients and consumers throughout the COVID-19 pandemic, using data as a force for good, helping to navigate the crisis.; We quickly transitioned the majority of our employees to work from home. We introduced flexible working and increased collaboration tools and support networks, such as mindfulness programmes, to help our people navigate the challenges of home working. Webinars and senior leadership vlogs helped us connect. Our employees around the world have shown incredible resilience, commitment and flexibility during the COVID-19 pandemic and this is reflected in our results. ; We maintained operational capacity throughout the pandemic, we have kept the health and safety of our employees as the primary consideration of our pandemic response. Most of our employees are still working remotely. An effort is underway to determine our strategy for work arrangements in the future. We expect this to be guided by a consistent global framework and principles, with local flexibility around the approach to account for legal and cultural nuances.; We continue to take industry-leading positions designed to protect and educate consumers, as well as to promote the responsible reporting of data, with appropriate safeguards, in order to help the economic recovery from the crisis.
• Tackling economic inequality:

  Tackling economic inequality

  We help millions of people and businesses around the world get fair and affordable access to essential services and we work hard to make sure our business has a positive impact on the world, never a negative one. Our responsibilities – to people, society and the environment – guide everything we do.; By collecting and analysing data, we help people and businesses build up a financial track record and gain access to essential, everyday services that have previously been out of reach. We’re also pioneering the use of alternative data, such as rental or utility payments, to help people with limited financial history build up and strengthen their credit profiles.; Our people’s talents and our business resources go beyond the workplace. We encourage our people to use their skills to benefit society: many volunteer their time and skills to support their communities and improve financial education.; We also help our people support local groups and charities by matching funding and giving donations.; At Experian we realise relationships with all our stakeholders are key to our success and sustainable business growth. We also recognise that we have an impact on and responsibilities for the society we trade within. We consider these responsibilities carefully and aim to have a positive impact wherever we can. ; Experian has developed a set of CR principles, endorsed by our Management Committee, to guide and enhance the way we work with our customers (both clients and individual consumers), colleagues, suppliers and communities. As a company, we are committed to working by these principles and will regularly benchmark and assess our progress in each area and report through our parent company. ; Please see a copy of Experian’s supply chain principles on the following link: https://www.experian.com/corporate/code-of-business-conduct
• Equal opportunity:

  Equal opportunity

  Each and every one of our people deserves to feel valued, represented, and that they belong at Experian. We have over 30 employee-led groups globally that play a huge part in creating inclusion and advocating on behalf of our people. These groups are not only a safe space for anyone who needs it, but also drive change and build awareness across Experian, raising the standard for everyone.; Experian are registered as ‘Disability Confident’ and are currently undertaking an assessment with the Business Disability Forum. Our top 3 areas for focus this year is in learning & development, communications and technology. Our ambition is to remove barriers for all employees with disabilities at Experian. ; Experian recognises that equal opportunities are fundamental to the Company’s success and is committed to encouraging a working climate that respects and promotes equality. There is a publicised Equality, Diversity and Inclusion policy which sets out the Company and employee responsibilities for ensuring equality and embedding a culture and working environment that actively safeguards against discrimination and unfavourable treatment of people in all aspects of employment including recruitment, promotion and training opportunities. There is also a Dignity at Work policy which sets out Experian’s commitment to creating a work environment free of harassment and bullying, ensuring everyone is treated with dignity and respect. All of the policies are compliant with the requirements of the Equality Act 2010 and the relevant clauses of the HRA. ; More information can be found in Experian’s Diversity, Equity and Inclusion Report 2021 here: https://www.experianplc.com/investors/reports/
• Wellbeing:

  Wellbeing

  Since the pandemic we have increased our focus on the health and well-being of our teams across the world. We quickly implemented regular pulse surveys so we could respond rapidly and ensure the right support was available. We emphasised mental health, reflecting the challenges people faced while working remotely. A response to the statement ‘I am feeling physically and mentally well’ was 75% favourable on average across five pulse surveys we ran during the year. We put in place a range of initiatives to support our teams, for example #ReachOut, which gave all employees access to resources to support their physical and mental health whenever they needed it.; Experian has an important role to play in helping everyone through these uncertain times. We recognise the significance of the role we play in the UK economy and we are committed to ensuring that our data services are being used to help, protecting vulnerable people, businesses and communities.; At Experian, we work to create a better tomorrow for consumers, for businesses, and for our communities. This ambition underpins our plans for our people – to ensure we have the best people, working in a high-performing and inclusive environment where they feel they can do their best work in support of our vision.; We help millions of people gain access to essential, everyday services by helping them make the most of their data by Improving financial identities and access to credit, providing credit and financial education and tackling unmanageable debt among vulnerable groups. We define our responsibility as playing an active part in social and economic regeneration in our communities, at a local, national and global level. And we have many motivations for this engagement.

Pricing

• Price: £13,750 a licence
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at digitalmarketplace@experian.com. Tell them what format you need. It will help if you say what assistive technology you use.