AiB Digital Strategy 2026-2030

Over the next five years, Accountant in Bankruptcy will ensure that its core insolvency and debt management services are modern, customer‑focused, and operationally efficient. This includes reassessing our end‑to‑end workflows and re‑engineering processes to reduce friction, enhance automation, and ensure consistent outcomes across high‑volume and time‑critical activities.

By adopting modern case management tools, strengthening integration across systems, and delivering clearer, more intuitive digital channels, we will ensure that services are still fit for purpose and reflect the needs of a Scotland experiencing increasing financial uncertainty. Central to this objective is the ongoing alignment of services with relevant legislation, supported by digital capabilities that can adapt rapidly to future policy changes.

The main pillars that underpin this strategic objective are:

• Cloud and platform
• Technology and integration
• Security and resilience
• Standards and compliance
• Delivery, governance and funding

The Customer focused pillar also plays a secondary role with this strategic objective.

Accountant in Bankruptcy will embed continuous improvement as an organisational norm. A digital‑by‑default mindset will underpin the design and delivery of services, ensuring that digital channels are accessible, well‑designed, and supported by efficient internal processes.

Improvement will be evidence‑driven: the agency will harness structured data, real‑time performance insights, user research, and operational analytics to understand pain points, identify opportunities, and implement changes at pace.

Automation and workflow optimisation will play a significant role in reducing administrative burden, freeing staff to focus on higher‑value activities and enhancing overall service quality.

The main pillars that underpin this strategic objective are:

• Workforce
• Data insights
• Artificial Intelligence (AI)

Technology and integration and Cloud and platform pillars also play a secondary role with this strategic objective.

Stakeholder relationships remain a strategic strength for Accountant in Bankruptcy, and over the next five years they will play a vital role in shaping digital transformation.

We will adopt a more collaborative approach, seeking active involvement from citizens, money advisers, insolvency practitioners, creditors, and policy partners throughout the design, testing, and refinement of our digital services.

Engagement will be structured, transparent, and frequent – creating a feedback ecosystem where stakeholders can shape solutions, highlight barriers, and influence future enhancements.

This dialogue will ensure that digital services evolve in line with sector needs, are grounded in lived experience, and maintain trust in the integrity and accessibility of Scotland’s insolvency system.

The main pillars that underpin this strategic objective are:

• Customer focused
• Sustainability and social value

Delivery, governance and funding and data insights pillars play a secondary role with this strategic objective.