Learning Outcomes
After completing this online course, participants will comprehensively understand the full RFP lifecycle for utility collections. The course will equip attendees with practical skills and strategic frameworks to develop effective RFPs, build high-performing agency partnerships, and drive continuous improvement in collection operations. The curriculum blends foundational knowledge with real-world applications, empowering learners to optimize procurement processes, safeguard regulatory compliance, and achieve measurable success in a rapidly evolving collections environment.
You'll learn how to evaluate your current collections program, define strategic outsourcing goals, and structure scopes of work that align with utility objectives. We'll guide you through building compliant, competitive RFPs, developing weighted evaluation matrices, and selecting vendors who drive superior results. You'll also master contract negotiation strategies that protect your organization's interests and ensure alignment with FDCPA, FCRA, TCPA, and other regulatory frameworks.
The course will show you how to successfully onboard agencies, implement secure data transmission processes, monitor key performance indicators (KPIs), and conduct audits that reinforce compliance and optimize agency performance. Additionally, you'll explore how to work with middleware technology partners to automate processes, streamline reporting, and strengthen operational oversight.
By the end of this master class, you will have a complete, practical roadmap for leading the RFP process, managing agency partnerships, and driving sustainable, measurable improvements in your collections strategy.
Who Should Attend
This course is designed for professionals involved in the procurement, management, and oversight of utility collection agency partnerships. Whether you’re initiating your first RFP or looking to optimize your current vendor strategy, this master class delivers practical insights for every stage of the process. Ideal attendees include:
- Credit & Collections Managers – seeking to improve recovery rates and reduce internal workload
- Procurement Professionals – responsible for sourcing, evaluating, and contracting with third-party vendors
- Regulatory & Compliance Officers – ensuring adherence to FDCPA, FCRA, TCPA, and data protection standards
- Customer Service and Operations Leaders – aligning collection practices with customer experience goals
- IT and Integration Specialists – supporting secure data exchange and system compatibility with agency partners
- Legal Counsel and Contract Managers – drafting enforceable agreements and protecting utility interests
- Finance and Billing Executives – overseeing the cost-effectiveness and financial impact of outsourced collections
This course benefits both experienced practitioners and those new to managing the RFP process for utility collections.
Instructor
Michelle Lawall
Online Course Instructor | Utility Operations & Revenue Management Expert
Michelle Lawall brings over three decades of deep industry expertise to her role as an online instructor, delivering practical, real-world insights to utility professionals. A 1987 graduate of Cedar Crest College with a Bachelor of Science in Public Policy and Economics, Michelle launched her career at PPL Corporation in 1989 and built a legacy of excellence until her retirement in 2025.
During her distinguished tenure at PPL, Michelle held multiple key leadership roles, including Staff Paralegal (Regulatory and Litigation), Credit Analyst, Project Manager – Collections, Credit and Collection, Director – Revenue Operations, and Director – Customer Operations. Her work spanned the entire customer operations lifecycle, overseeing significant functions such as contact centers, billing, collections (and vendor management), metering (including large power accounts), and revenue protection. Most recently, she served as Senior Advisor for IT Product during the Rhode Island Energy integration into the PPL family of companies.
Michelle is known for leading high-performing teams and driving innovation in customer service, revenue optimization, and operational efficiency within the utility sector.
In addition to her professional accomplishments, Michelle is deeply committed to community and educational service. She serves as Treasurer for the Northeast Utilities Credit and Collection Conference and as a Trustee and Advancement Committee Chair for Cedar Crest College. Her past service includes board positions with the Civic Theatre of Allentown, Lehigh County Meals on Wheels, the Celtic Cultural Alliance, ArtsQuest, and the Cedar Crest College Paralegal Advisory Committee.
She was recognized for her leadership and service with the Lehigh Valley Woman of Influence Award (2018) and the Cedar Crest College Alumnae Award for Professional Achievement (2020).
Michelle’s passion for mentoring and teaching makes her a dynamic and trusted instructor. She is ready to help today’s utility professionals elevate their performance and prepare for tomorrow’s challenges.
Michelle Lawall