Over the years we’ve designed and built various models and automation strategies in order to have the best chance of returns for our customers.

We identified sticking points and worked to reduce some of the barriers facing our customers such as long, time-consuming forms and the accessibility of their account.

One area we were especially keen to improve was our income and expenditure form, we determined that, on average, it took a customer 23 and a half minutes to complete and then it took one of our case managers 12 and a half minutes to review the form and make a decision on an appropriate repayment plan for the customer, based on the information in the form. We wanted to reduce the time taken for both our customers and for our staff.