AiB Digital Strategy 2026-2030

Service optimisation is critical to ensuring efficiency, consistency, and user satisfaction. Accountant in Bankruptcy will take a user‑centred, service‑design‑led approach, embedding continuous user research, journey mapping, and usability testing across all development cycles. Automation will be expanded across repetitive back‑office tasks, reducing processing times and creating space for more complex decision‑making activities where human judgement adds value.

Accountant in Bankruptcy will embed service design as the default way of working across our systems combining continuous user research, task success measurement, and end-to-end journey mapping to remove friction. Automation will target back-office processes and will provide a secure self-service platform for stakeholders to complete tasks swiftly and consistently. These improvements align to our Digital-by-Default and Customer-focused themes.

We will enhance the performance and usability of case management systems to provide a more coherent, simplified, and predictable operational environment. Self‑service capabilities will grow significantly, reducing reliance on manual interventions and enabling users – debtors, creditors, insolvency practitioners, and money advisers – to complete tasks efficiently and securely.