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Franchise Tax Board’s Quarterly Performance Evaluation of Private Collection Agencies

Each quarter, we evaluate the Private Collection Agencies (PCA) we contract with to collect delinquent personal income tax accounts for us. We publish the Quarterly PCA Scorecard to meet our goal of transparency to the public.

We score the PCAs in the following categories:

  1. Revenue Collected
  2. Customer Service
  3. Audit of Accounts
  4. Information Technology Responsiveness

Minimum Performance Requirements: The Contractors must meet our minimum standards for customer service and information technology responsiveness regardless of their total score.

If they do not meet our minimum performance requirements, we may do any of the following:

  • Reduce the number of accounts placed with them.
  • Forfeit increased commission rates.
  • Terminate their contract.

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Quarterly PCA Scorecard for December 1, 2013 – February 28, 2014

Contractor Revenue Collection Customer Service Audit of Accounts Information Technology Responsiveness Total Score
20 Points 30 Points 20 Points 30 Points 100 Points
Continental Services Group, Inc. dba ConServe N/A N/A N/A N/A Contract Not Renewed
Premiere Credit of North America, LLC 20 30 6 30 86

An archive of quarterly PCA scorecards is available. The periods covered are:

  • September 1, 2013 – November 30, 2013
  • June 1, 2013 - August 31, 2013
  • March 1, 2013 – May 31, 2013
  • December 1, 2012 – February 28, 2013
  • September 1, 2012 - November 30, 2012
  • November 1, 2011 – January 31, 2012
  • August 1, 2011 - October 31, 2011
  • May 1, 2011 – July 31, 2011
  • February 1, 2011 – April 30, 2011
  • November 1, 2010 – January 31, 2011
  • August 1, 2010 – October 31, 2010
  • May 1, 2010 – July 31, 2010
  • February 1, 2010 – April 30, 2010
  • November 1, 2009 – January 31, 2010
  • August 1, 2009 – October 31, 2009
  • May 1, 2009 – July 31, 2009
  • February 1, 2009 – April 30, 2009
  • November 1, 2008 – January 31, 2009
  • August 1, 2008 – October 31, 2008

Revenue Collected

We determine this score by comparing the total amount of revenue collected by each Contractor.

Customer Service

We determine this score based on each Contractor’s adherence to customer service provisions in the contract.

Our minimum performance requirement for this category is a score of 25 points.

Audit of Accounts

We determine this score by auditing random accounts and monitoring phone calls to ensure the Contractors’ actions meet all the provisions of their contract, in relation to the collection of debt.

Information Technology Responsiveness

We determine this score based on each Contractor’s responsiveness, cooperation, and ability to address and resolve computer system issues.

Our minimum performance requirement for this category is a score of 30 points.