Simple Payment Plan

The Service Provider will collect the licence fee from customers on the Simple Payment Plan via a range of payment methods and channels, and be responsible for:- i. Issuing licences and payment plans to recruited customers on the scheme; ii. Providing and managing various customer payment methods, as outlined in the table above; iii. Collecting the licence fee from customers via a variety of payment channels, including at a minimum: a contact centre; online, interactive voice response (IVR) and mobile applications; iv. Identifying and, where appropriate, introducing new customer payment channels, in line with best practice within the market place and developments in technology; v. Processing Simple Payment Plan applications and issuing payment cards to include replacements; vi. Identifying, managing and collecting from accounts in arrears (see section 4.1.1 for further specifics on this requirement); vii. Revoking licences where the licence fee is uncollected; viii. Cancelling licences in appropriate circumstances where a customer has only partially paid the licence fee and ensuring accurate payment data is provided to the TVL administrator; ix. Providing refunds to customers, where applicable; x. Providing accurate accounting and clear management information regarding collection services, to be reported to the BBC on a monthly basis; xi. Providing detailed analysis in regards to scheme performance and recommendations for improvement; xii. Providing marketing communications and print facilities which are fit for the customer groups and meet quality control requirements; xiii. Securely managing the flow of funds received from customers (including funds received from over the counter suppliers), reconciling funds received versus licences issued and disbursing monies received to the TVL Administrator; xiv. Administering bank accounts with appropriate internal controls; xv. Putting in place preventative measures and developing mitigation techniques to prevent the occurrence of fraud by customers and/or employees; xvi. Providing a comprehensive investigation and prompt response/rectification of customer complaints, in accordance with the BBC’s complaint management framework; xvii. Using root cause analysis to continually improve service support and reduce systematic errors and issues; and xviii. Ensuring that processes comply with all relevant legislation and BBC Policies. The Service Provider will manage and collect arrears proactively from customers who default or who are likely to default on payments; support customers to maintain payments, and manage the collection of arrears via the appropriate inbound and outbound channels. The Service Provider will manage potentially high volumes of low value arrears using techniques that balance cost effectiveness with revenue collection.