FTC called Pay.gov
did Pay.gov help make your quiet evening at home possible?
When the Federal Trade Commission
(FTC) needed a back end collection service for sales of “Do
Not Call” lists to telemarketers the obvious choice
was Pay.gov. Working closely with FTC staff and their contractors,
Pay.gov provided the support essential to the success of this highly
visible and challenging implementation. Here’s how the FTC
Initial contact and first discussions took place
long before the first line of code was written; in fact, long before
contractor selection. The FTC, quick to recognize the value of Pay.gov
as a component in sales of “Do Not Call” lists, strongly
suggested the use of Pay.gov for collections in its Request for
Quote. In conjunction with RFQ process, the Pay.gov implementation
staff was available to answer questions and provide documentation.
The implementation process unfolded in familiar
phases: requirements gathering, configuration, system acceptance
testing, user acceptance testing, production live tests and then
full production. With any application, tension is heightened as
the go-live hour approaches, but the FTC “Do Not Call”
list was not just any application. A combination of project controversy,
a highly publicized drop dead go-live date & time, and rigorous
performance requirements to support the anticipated rush of telemarketers
all increased the pressure to bring out the best in the whole team.
As dawn broke on the morning of September 2, 2003,
after a Labor Day weekend filled with status calls, the FTC “Do
Not Call” list application had already logged its first sales.
By week’s end four days later, the FTC had processed over
$1.3 million in collections through Pay.gov.
For many, evenings free of telemarketer phone
calls is enough to attest to the success of the collaboration of
FTC and Pay.gov. But in the context of agency service there is much
more to this success than peaceful evenings for citizens.
This implementation characterized how a business
process should be developed to meet the demands of 21st century
government – this application is specifically designed never
to be a paper process and Pay.gov is a critical element in that
design. Two future-thinking agencies brought together the talent
to make this happen. The FTC had the foresight to identify an electronic
collection process as a requirement; Treasury, FMS had the foresight
to develop Pay.gov as a robust collection platform ready to meet
specific Federal agency needs. For this high visibility application,
when the FTC called, Pay.gov answered with a product and process
to securely, efficiently, and effectively bring them success. What
a great connection!