Annual Report and Accounts 2024-25

Planning and performance management helps AiB achieve what it sets out to do by creating a continuous loop between planning, implementation, monitoring and reporting.

Business objectives are developed against our statutory and general functions under the wider aegis of the Scottish Government’s National Performance Framework. AiB’s annual business plan and individual branch plans set out in detail what AiB will do to achieve these objectives. These plans are closely monitored with progress and performance reported to the Senior Management team and Advisory Board throughout the year.

Measuring performance – performance indicators

The following tables details AiB’s performance against key measures for 2024-25.

In 2024-25, AiB met all key performance processing time targets for statutory debt solutions, despite taking part in the flexible working pilot. AiB has matched or bettered its targets without detriment to the service quality provided through continuing improvements in IT and focus on stakeholder engagement.

AiB’s key performance cost targets are measured against new cases received during the year but are set against the forecast of case volumes for the year. These only measure direct costs (those costs which AiB can reduce through efficiency):

• New cases received in 2024-25 were lower than expected meaning the cost per case for MAP and sequestration was higher than forecast
• Debt Arrangement Scheme met the target aided by improvement in the payments distribution function following a period of embedding new process