Business Plan 2025-26

AiB’s primary function is to ensure that people across Scotland have access to reliable, statutory debt relief and debt management solutions. These services are essential for individuals facing financial challenges, and our operational teams play a central role in delivering them effectively.

We constantly review our operational process, supporting tools and technologies while supporting the wider network of stakeholders involved in the debt relief journey.

Corporate risks

Resourcing constraints

Risk of insufficient staffing levels impacting the delivery of statutory services and functions.

Service provider contract

Reputational and operational challenge if a suitable insolvency service provider is not secured for the new contract.

Budget pressure

Risks associated with income realisation and Scottish Government budget restrictions that could adversely affect AiB operational capacity and investment in essential systems and personnel.

Organisational opportunity

This objective underpins and supports all other objectives. Within this, we have the opportunity to strengthen our operational processes by:

• embracing technological advancements
• utilising our stakeholder expertise and experience
• providing the support and development tools for all our staff

We will use feedback from policy reviews and draw on customer survey data to make improvements to our products and services.

In response to sustained demand for DAS, bankruptcy and protected trust deeds, we will focus our resources within delivery functions to maximise processing efficiency and benefit from multi-skilled staff across the core functions.