The DMSOC plays several key roles in the operation of the Treasury Offset Program (TOP), a government-wide debt matching and payment offset system. TOP takes advantage of FMS' centralized disbursement process by matching a database of delinquent debts owed to various government agencies against payments made by the government. When a delinquent debtor record is matched to a payment being issued, the payment, such as an Income Tax Refund, is intercepted and applied to the debt owed. With thenew responsibilities of FMS came challenges as well. One of those challenges included how to handle the increased call volume without exhausting their call center budget.

Join for free to read