Revenue 

Collections 

Management

September 2021

 IN THIS ISSUE

2 Reduce Revenue Collection 

Lockboxes & Increase 

Digitization

3 What Do you Do if Your Local 

Treasury General Account (TGA) 

Banking Center is Closed

4 What’s Next for CIR

5 Pay.gov Forms 

Modernization is Underway

6 How do Fraud Warriors 

Battle Fraud Within Pay.gov

7 Digital Transformation

8 Say Hello to FedRevCollect

9 Bureau of Indian Affairs 

Water & Power Customers 

Embrace Digital Convenience

13 What Can Centralized 

 Receivable Services (CRS) 

 Do for You

14 Switch to an All-in-One 

 Solution with OTCnet

16 RCM Program 

 Release Schedule 
Reduce Revenue Collection 

Lockboxes & Increase Digitization

It is more expensive to collect federal payments 

using lockboxes than through the electronic 

options that are currently available from the 

Fiscal Service. The cost of lockbox processing 

is steadily rising and unsustainable. Paperbased processes require a large labor force and 

utilize multiple facilities to provide redundancy. 

Furthermore, we are witnessing the banking 

industry rapidly transition away from the 

lockbox business due to risks, expenses, and 

because paper-intensive ventures are not part of 

their corporate vision or strategic priorities. The 

evidence is clear. Change is needed. We owe the 

American taxpayer our best effort 

to implement electronic options that are less 

expensive and more efficient than 

paper-based processes.

The technological advances transforming 

the banking industry hold great promise for 

government and the lockbox program. 

As a central service provider, Treasury plans 

to take full advantage of these new technologies 

by applying them to high-volume financial 

operations and utilizing common processes 

of collections, reporting, and administrative 

operations through standardization, 

consolidation, and automation.

We have recently performed extensive cashflow 

research, data analysis, and demographic and 

segment identification while identifying historical 

trends and patterns by agency customer. This 

effort provides the tools and tactics to transition 

lockboxes to electronic collection options. 

A heightened level of focus and cooperation is 

required from agency customers to eliminate 

lockboxes and meet taxpayer expectations for a 

modern, efficient government that is innovating 

and adopting new technologies.

As a general guideline, the General Lockbox 

Network (GLN) recommends expanding the use 

of Pay.gov and adoption of other e-Commerce 

Solutions such as Online Bill Payment and 

Mobile. The benefits are convenience, simplicity, 

an enhanced customer experience, and 

increased efficiency.

Final Words:

Retire the Lockbox. Replace the manual, 

costly, paper-based lockbox services with more 

economical digital solutions offered through the 

Fiscal Service. Join us and do your part to help 

transform federal financial management!

For questions about the General Lockbox 

Network and how to utilize additional electronic 

collection methods please contact: Agency 

Relationship Management Division at

ARM@fiscal.treasury.gov

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Well before the COVID-19 Pandemic, 

Treasury had been working hard 

to transition agencies to electronic 

collections. However, the pandemic has 

heightened the need to move agency 

collections away from check and cash 

payments to electronic ones, such as 

card payments. 

Agencies are finding it difficult to 

support their office location by 

accommodating in-person collections—

whether it is by having staff present to 

interact with the customer or managing 

the effort to prepare the deposit and 

transport to a Treasury General Account 

TGA banking center. 

The banking industry is also moving 

away as a whole from traditional 

banking centers and supporting teller 

deposits, as financial institutions are 

currently focused on increasing 

self-assisted services and lending 

products. Brick and mortar banking 

centers are rapidly disappearing.

The TGA network is currently undergoing 

a modernization initiative, focused 

on changing customer behavior 

when paying the federal government. 

Revenue Collections Management has 

a suite of services that agencies can 

use to collect payments electronically 

or eliminate collecting checks or cash 

all together. Agency customers can pay 

through the internet with Pay.Gov or 

use online banking software and pay 

through online bill payment. Mobile 

point-of-sale is also available and 

agencies can even adopt a “No Cash 

and No Check Policy” to eliminate check 

or cash payments. 

For uninterrupted collections, reach 

out to your Agency Relationship 

Manager to explore electronic solutions 

that will move your agency away from 

accepting cash or checks and towards 

electronic payments.

To stay up-to-date on the latest 

OTCnet news and updates, visit 

https://fiscal.treasury.gov/otcnet/

or contact: 

ARM@fiscal.treasury.gov

What Do you Do if Your Local 

Treasury General Account (TGA) 

Banking Center Is Closed?

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The CIR Team would like to express our appreciation to our 

users for the support you provide when you participate in 

our User Acceptance Testing (UAT) efforts. We couldn’t do it 

without you!

What’s next for CIR?

CIR 6.7 Release scheduled for Fall 2021

This release will be an upgrade of the Business Objects 

web reporting tool to a newer software version so that the 

system can stay current with the most up-to-date technology 

and security features. One important change is to the 

naming structure of files downloaded from Business Objects 

that impacts all file types including .csv and excel files. 

This change may impact ingestion and processing of .csv 

and excel files into agency downstream applications and 

modifications may be needed by each agency as a result. 

The following identifies the change:

Old file name example – Voucher_Report_V2

New file name example – Voucher Report_V2

If you are affected by this change, please ensure that your 

agency signs up for the User Acceptance Testing (UAT) by 

selecting the following link: 

https://www.research.net/r/CIR67

In addition, once Release 6.7 is implemented, CIR will no 

longer support IE11 and Edge Legacy (Edge HTML) because 

it is not compatible with the new technology. At that time, 

Chrome and Edge (Chromium) will become the only web 

browsers supported by the CIR application.

If you have any questions in reference to the scheduled 

release or participating in the UAT, please email: 

4 ARM

@fiscal.treasury.gov back to cover page
An exciting modernization project is underway at Pay.Gov! 

Upgrades are coming to the Pay.gov collection Forms

Service found on www.pay.gov. Pay.gov is updating the 

underlying technology of the Forms Service and in the 

process is bringing an enhanced experience to customers 

making payments to your agency. When citizens pay a 

program or fee or receive a federal benefit, the transaction 

should be modern, seamless, and secure – that is, no 

different than their experience with commercial services. 

Upgrading forms technologies helps to ensure that Pay.gov 

can offer services that are on par with similar commercial 

services from the private sector. 

But we need YOU to make this a successful transition! 

We understand the modernization may have impacted 

some aspects of the great service you’re accustomed 

to with Pay.gov. We thank you for your understanding, 

patience, and continued partnership as we move to 

the new service 

What is Happening? 

Pay.gov is upgrading the Forms Service infrastructure to 

better serve our agencies and their customers. The new 

technology provides enhanced functionality and a modern 

user interface on your revenue collection forms hosted 

on Pay.gov. 

• Enhanced functionality. On the surface you and your

customers will see simple upgrades to the forms

interface. Improvements to the interface include modern

functions you are accustomed to seeing in electronic

forms. These include pop-up calendars for entering dates

on forms, improved online messaging to ensure valid data

entry, and updated design features.

• A modern user interface. The update to the Forms Service

will provide more flexibility for designing and formatting

forms. All the forms will dynamically format according

to the screen type of your customer. Whether it’s a PC,

mobile device, or tablet, customers will have a superior

experience while completing forms online.

• Improved agency experience. Behind the scenes, the

new forms engine brings more stability and enhanced

performance to your customers. New forms design tools

allow our technicians to develop forms and make changes

to existing forms more efficiently so you can get your

collections online quickly.

What is the Impact to You?

The good news is that we expect minimal impact to your 

agency. The transition work is performed on the Pay.gov 

side by our technical teams. In short, there will be NO 

disruption to your revenue collections. 

Of course, you and your agency staff play a key role 

in ensuring this transition proceeds as seamlessly as 

possible. Just a few simple steps are all that is 

required of you: 

1. Look for an email. The Pay.gov team will send

communications regarding the transition of your form(s).

2. Test your updated form. The upgrade to our Forms

Service necessitates a transition to a new form with

enhanced functionality. You may need to update any

instructions you provide for your internal teams and

agency customers.

3. Prepare for your fixed cutover date. As part of this

transition, we set the date that your updated form(s) will

be deployed live in production. Our transition team will

contact you soon to let you know when this is happening.

Once again, we thank you for your cooperation in this 

important modernization on Pay.gov! The Pay.gov teams will 

make every effort to partner with you during this change. 

Questions can be addressed to: ARM@fiscal.treasury.gov

Pay.gov Forms 

Modernization 

is Underway

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How do Fraud Warriors battle fraud within Pay.gov? 

Fraud means wrongful or criminal deception intended to result in financial or 

personal gain. In Pay.gov, fraud can occur in many different forms. Waste and abuse 

form of fraud is the most prevalent type of fraud in Pay.gov and it can affect both 

agencies that sell goods or services and those that don’t. A few examples of fraud 

for agencies that sell goods and/or services are: 

- Using a stolen card to obtain the goods/services from an agency.

The legitimate owner of the card may then dispute the transaction

resulting in a chargeback.

- Purchasing goods from an agency and canceling the

transaction after receiving the goods.

- Purchasing goods from an agency and requesting a refund

with the intent to keep the goods.

- In these cases, the agency could potentially not receive the

funds back as well as the goods/services they’ve provided.

Other examples for agencies that do not provide goods/services are: 

- Using stolen accounts, invalid accounts, or prohibited routing transit

numbers (i.e. Treasury RTN) to make fraudulent ACH payments, resulting in

agencies not receiving the funds and causing operational inefficiencies.

- Attempts at using payment confirmations for nefarious purposes

(i.e., to obtain a visa status or purchase goods).

- Using invalid account numbers to submit transactions and attempting

to get a refund through another account.

- Using stolen cards to validate accounts, usually in large volumes and low

dollar amounts (i.e., $5.00, or less) within a short period of time.

It is crucial to note that all agencies are vulnerable to fraud, regardless of their 

business model. Taking proactive actions and putting appropriate controls in place 

helps deter potential fraud.

Join Us to Combat Fraud 

Considering all of the different types of fraud, agencies and the Pay.gov Fraud 

Team can collaborate to combat this ever-evolving threat. To do that, we encourage 

agencies to contact us to discuss potential fraud management enhancement 

opportunities. Agencies have a deeper knowledge and understanding of their 

businesses than the Pay.gov Fraud Team, and the team can help you establish 

appropriate controls based on your agency’s environment. In the meantime, here 

are some actions agencies can take:

- Monitor outliers/abnormalities of transactions. A few examples include:

o Increase in low dollar and large volume transactions from one source

(same email address, IP address, and/or user account) that have been

declined or returned.

o Increase in returned ACH transactions with high-risk return reason

codes such as invalid account or non-transaction account.

o Multiple user account creations from one source.

o Invalid information in the submitted form or transaction.

o Combinations of abnormalities listed above or any other information

that seems out of place.

- Request and review Agency Guide to Fraud Management

Visit https://qadev.pay.gov/agencydocs/html/security.html

and click “Request a copy of this document by email” next to

Agency Guide to Fraud Management.

In the last RCM Newsletter, we introduced you to the Pay.gov 

Fraud Team (Fraud Warriors). Now, we examine how fraud is 

thwarted by the Pay.gov Fraud Warriors as agencies increasingly 

move towards electronic collection methods and how you can 

join us to become Fraud Warriors and combat fraud together. 

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7

Is your agency looking for 

an alternative solution to 

accepting Cash or Checks? 

Do you need to make 

the transition away from 

paper-based collections to 

electronic methods?

ARM has an entire suite of 

tools and programs that allow 

your agency to make the 

transition seamless and easy!

Contact Agency Relationship 

Management (ARM) at 

ARM@fiscal.treasury.gov

for an overview of our 

available electronic solutions!

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8

Do you have agents in the field performing 

collections? Would you like to give your customers 

more choice of payment method? FedRevCollect is 

the solution for you!

FedRevCollect is a mobile application which 

enables your agency to accept payments 

anywhere, at any time – in the field, in your office, 

or at a satellite facility. 

FedRevCollect can be used to: 

• Capture check collections using nothing but a

mobile app (Mobile Check Capture)

• Accept card payments, when used with a

companion device, converting an agent’s

smartphone into a point-of-sale terminal

(Mobile Point of Sale)

Why use Mobile Check Capture?

Mobile Check Capture enables your agency to 

streamline all check and money order collections. 

Agency users manually enter remittance 

information in an on-screen form and then 

capture the check image with their mobile 

device’s camera (iOS or Android phone/tablet). 

Transactions are processed through Treasury’s

convenient, simple, and secure collection services

to be credited to your agency.

Agencies can retrieve reports and scanned images

from Fiscal Service’s Electronic Check Processing

system (ECP) or view reports and deposit

information from the Collections Information

Repository (CIR).

Mobile check deposit allows you to save time

by depositing your checks remotely, no matter

where you are or what time of day it is. Instead of

making a run to the bank, you can simply take a

picture of the front and back of the check on your

smartphone and make a deposit using the Fed Rev

Collect app.

Ready to Learn More?

Join the next Mobile Webinar on September 28th, 

2021 for an overview of our available electronic

solutions. To register visit:

https://fiscal.treasury.gov/tranng/

For questions about FedRevCollect, please contact:

Agency Relationship Management Division at

ARM@fiscal.treasury.gov

Say hello to FedRevCollect! 

Enhanced 

Security

• Improved customer data confidentiality (PII)

• Available to pre-approved agency users only

• Faster, on-site processing, decreasing the

possibility of lost or stolen checks

Transaction 

Validation

• Custom remittance field validation

• Amount verification

• Duplicate transaction detection

Simple, 

one-step 

check 

capture

• Reduced handling time & cost

• Streamlined processing

• Enhanced efficiency

Fast 

processing 

time

• Easy check scanning

• Next day settlement

Included in 

ECP and CIR 

reports

• Data available in ECP & CIR reports on the

morning of the next business day, including

215 Deposit Ticket Report

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9

1 ‘FY 2019 Economic Contributions‘, www.DOIScienceBase.gov, 

https://doi.sciencebase.gov/doidv/doi-bureau.html?bureau=Bureau%20of%20Indian%20Affairs, accessed 5/9/2021

BUREAU OF 

INDIAN 

AFFAIRS 

WATER & 

POWER 

CUSTOMERS 

EMBRACE 

DIGITAL 

CONVENIENCE

The Bureau of Indian Affairs (BIA) owns and operates (in whole 

or part) seventeen congressionally authorized Indian Irrigation 

projects, located in the Western US. Serving over 25,000 water 

users and irrigating over 800,000 acres of land, BIA Irrigation 

is responsible for approximately 28,000 jobs, $1.6B in direct 

economic contribution, and reflects $2.9B economic output 

annually . BIA’s power program consists of three power utilities 

serving over 38,000 customers with electrical service and 

generates $73M in annual operating revenues. Assessments to 

customers at BIA’s irrigation and power projects are the primary 

source of operating capital, and thus processing customer 

payments is the main mechanism for ensuring that funds are 

available for project operations and maintenance.

Prior to last year’s unprecedented events surrounding the 

COVID-19 pandemic, BIA Irrigation and Power customers primarily 

made their payments utilizing cash, paper checks and money 

orders. Payments could also be made over the phone with a 

credit card for power consumer accounts. Usage of electronic 

payments methods skyrocketed partly due to the lockdowns 

and was exacerbated by the disproportionate, intense impact 

across Indian Country. Many of the areas where reservations 

are located are rural, not co-located near major metropolitan 

areas and customers may not have ready access to banks and 

other financial institutions, thus dollars spent converting cash bill 

payments is a substantial expense. 

The following 3 charts illustrate the value of customer-focus, 

targeted promotional activities, as well as listening and 

responding to local customer preferences as expanded digital 

services were deployed. Trendlines of the actual results show 

a linear progression that is attributed to multiple promotional 

approaches. However, all agree that the BIA Irrigation and 

Power teams are actively engaged in coaching customers about 

their most effective payment mechanism given the customer’s 

circumstances; and is the key action that made the most 

difference.

Consequently, the BIA Tellers and Accounting Technicians are now 

more productive as antiquated cashflows and their associated 

overhead decrease. The newfound availability of productive 

time these knowledge workers are freed up is being deployed to 

higher-value work, such as process analysis and streamlining, 

improving data quality, and utilizing advanced tools for problem 

solving. Encouraging electronic payment methods, moving 

customers away from outdated payment modes is:

1.Convenient for the BIA and customers;

2.Effective in cutting costs;

3.Results in increased, substantially reducing fraud;

4.Improves the streamlining of payment processing; and

5.Expands functions offered digitally that customers expect 

from today’s providers

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10

San Carlos Irrigation Project (SCIP) is a federally owned electric utility located south of Phoenix, AZ that was authorized by 

Congress in 1924 . Recently, the SCIP staff started by promoting Pay.gov and stopped accepting cash. The introduction of Online 

Bill Payment accelerated the reduction in paper checks received by the utility. SCIP developed and launched an innovative 

Automated Pay-by-Phone (APP) solution that utilizes an automated Interactive Voice Response (IVR) to the backend merchant 

account engine that Treasury sponsors. Deployed in February 2021, APP has already cut incoming call handling resource 

requirements, and is a huge hit with customers due having no extra overhead cost, available via phone, and is available 24x7x365.

Colorado River Agency – Electrical Services (CRA-ES) is a federally-owned utility that generates sustainable, hydroelectric 

power from the Colorado River. Customers well adapted when CRA-ES introduced Pay.gov and Online Bill Payment in 

2020, despite adopting ceasing the acceptance of cash payments. CRA-ES anticipates deploying SCIP‘s APP soon. Online 

bill payment has quickly risen to become over 16% of their total payment mix, simply as a result of enrolling and getting 

customers activated in Treasury‘s Credit Gateway program. Many of the CRA-ES customers reside out-of-state and were 

accustomed to checks generated by their bank’s Online Bill Payment (OLBP), having to wait 7 to 10 days for processing and 

receipt. With the introduction of Credit Gateway, many were delighted to discover that the time for bank processing and receipt 

of OLBP checks was slashed by 50% and customers did not have to commit funds as far in advance. 

BIA Irrigation clearly benefitted from increased emphasis on electronic payments. So impressed with the results, 

BIA Irrigation has committed to introducing Online Bill Payment and ACH Credit methods. FY21 electronic payments 

continue to trend positively. 

2 https://www.bia.gov/programs-services/power-utilities/scip-power

3 https://www.bia.gov/programs-services/utilities/colorado-river-agency-electrical back to cover page
11

BIA Irrigation utilized eye-catching bill inserts and envelopes, featuring 

a QR code pointing to a mobile-friendly webpage: 

https://www.bia.gov/service/irrigation. 

Improving customer experience and enabling payment solutions that 

customers expect from modern utility providers has been instrumental 

in influencing customer behavior, thereby accomplishing mission goals. 

As an example, one customer who was concerned about the inability 

to pay with cash was won over when use of the electronic payment 

methods were rolled out, and has found that these approaches save 

time, are more convenient and protect privacy/reduce fraud. Other 

customers are interacting via BIA’s social media @BureauIndAffrs 

Twitter and Facebook feeds, and there is now a nascent community 

forming which provides information and services 24x7x365 – whenever 

customers require them. 

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12

It’s convenient, 

simple, and secure! 

CONVENIENT:

Pay online 24/7, from anywhere, using your 

computer, smartphone or tablet.

SIMPLE:

Paying online is easy and fast. Pay directly from your 

checking or savings account via your consumer bank.

SECURE: 

We adhere to the industry’s most stringent security 

standards to protect your financial data and privacy.

Learn more about online bill payment options at

https://fiscal.treasury.gov/credit-gateway/online-bill-payment.html 

DID YOU 

KNOW YOU 

CAN 

ONLINE?
13

Who We Are: 

Centralized Receivables Service (CRS) Program helps federal 

agencies manage their accounts receivable – money owed to the

agency from individuals, businesses, and states. CRS focuses on

collecting current, non-tax, administrative debts prior to delinquency.

CRS’s state-of-the-art receivables management service interfaces

with the following Treasury revenue collection and debt collection

services: Collections Information Repository, Pay.gov and DMS’s

Cross-Servicing Program. CRS is scalable and can service programs

with low-dollar, high-volume or high-dollar low volume, recurring or

non-recurring receivables.

Benefits of CRS:

• Compliance with Federal Claims Collection Standards and

Treasury laws and guidance

• Transparency regarding improved data quality

and visibility in CRS application for agency users

• Increase collections including prompt invoicing, follow-up and

access to electronic options

• Synergy by supporting the government-wide all-electronic

initiative and the Federal Chief Information Officers

“Shared First” approach to cutting waste and

duplication access to Federal IT

• Reduced costs by standardizing services for efficiencies of scale

• Business process modeling to assist with mapping an agency’s

pre-CRS process, later identifying areas of efficiency

and compliance

What CRS Offers:

CRS services receivables from the point at which they 

are established in CRS by the agency until they are 

paid, referred to Treasury’s Cross-Servicing program for 

centralized debt collection services, or otherwise resolved. 

CRS delivers the above-mentioned benefits through a 

number of features along the receivables lifecycle process: 

• Configurable parameters allow agencies to define servicing

business rules such as payment options

• New receivables are entered via the online portal or batch file

transfer. Agencies have online access to the CRS application via

the Internet to view case activity ad generate reports

• CRS generates and mails invoices, related documents and

delinquency notices as needed

• CRS handles all returned mail and inbound and outbound

phone calls

• CRS accrues late payment interest and penalties, calls

debtors, resolves issues and processes electronic

payment over the phone

• CRS transfers eligible delinquent debt to the Treasury’s

Cross-Servicing program for collection

• CRS can set up and service payment arrangement

plans with debtors

How to Join CRS?

• An agency completes a short CRS questionnaire to determine

if the agency or receivables program is a good fit for CRS.

CRS agency liaisons will then work with the agency to configure

program requirements, develop invoices, plan for go-live,

coordinate testing and train users.

For More Information, visit: 

https://www.fiscal.treasury.gov/crs

To schedule an overview, contact your Agency Relationship Manager 

at ARM@fiscal.treasury.gov.

CENTRALIZED 

RECEIVABLES

SERVICE (CRS)

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OTCnet helps agencies maintain their digital edge 

by providing an all-in-one-system that can be 

installed across workstations designed for the digital 

financial experience. We understand the need for 

tools that can support change and innovation while 

still ensuring access to the benefits that we 

traditionally provide. 

Customize Your Collections with Self-Service Kiosk

The new emphasis on reduced face-to-face contact 

and adaptable solutions aligns with the OTCnet 

self-service kiosk—a fully customizable option that 

is perfect for any situation. With the self-service, 

agencies enjoy the benefits of minimized lines at 

the counter, greater payment accessibility in remote 

locations, and no-check, no-cash options. Additionally, 

the self-service kiosk is customizable, including the 

following collection options and more!

- Tap, swipe, or chip-insert debit, credit, and gift cards

- Deposit cash and coins of any currency

- Scan checks, including personal 

and business checks 

Let OTCnet help you navigate your agency’s next 

steps towards a No Cash and No Check environment! 

For agencies looking to transition away from cash, 

the self-service kiosk can be adapted to suite your 

cashless needs.

Moving Forward with OTCnet

As part of our continuous efforts to help 

agencies ease back into in-person interactions, the 

Moving Forward Webinar series is designed to provide 

modern solutions, delivering timely resources, 

services, and expertise. Our webinar introduces our 

safe, contact-free payment options for customers 

interested using debit, credit, or gift card—all you have 

to do is tap and pay! Join us for the webinar series 

that will only run until late November. Register today 

through the OTCnet Training Opportunities site! 

Choose your Next Collection Solution 

We know that choosing a payment method can be tricky to 

navigate. OTCnet presents a sleek matrix to provide agencies with 

our latest solutions at-a-glance. 

For more information please contact: 

ARM@fiscsal.treasury.gov

*All solutions have customizable settings; the self-service kiosk and kiosk tablet are 

custom-designable to mix-and-match the payment types available to customers

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Switch to an All-in-One 

Solution with OTCnet
1515 back to cover page
Release Scope Date

21.03 Pay.gov/Mobile

User experience updates. Continue Public App/Mobile Web/SDK strategy

11/4/2021

3.7 (DME) OTCnet

Release 3.7 will implement the Operational Dashboard Minimum Valuable Product (MVP), 

and address any critical defects or enhancements

12/11/2021

6.7 CIR

Business Object upgrade

10/16/2021

5.O ECP

Phase 1 of CAIA integration

1/9/2022

16

RCM Program Release Schedule

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17

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CONTACT US

For information about 

RCM’s programs and 

services, please contact 

your Agency Relationship 

Manager or the Agency 

Relationship Management 

(ARM) Division via the 

ARM mailbox:

ARM@fiscal.treasury.gov

For a complete listing 

of Revenue Collections 

Management programs 

and services, please 

click HERE!

@FiscalService

@FiscalService

Fiscal Service

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