Business Plan 2026-27

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 continually review our operational process, supporting tools and technologies. This includes working closely with the wider network of stakeholders involved in the debt relief journey.

We will carry out a full review of our internal case management capability to ensure our processes are effective, resilient and ready for the new insolvency services contract beginning in April 2027.

This review will assess current operational processes, identify opportunities for improvement, and define a streamlined end‑to‑end case management approach.

As part of this review, we will determine the IT system enhancements required to support the redesigned process. This will include assessing new functionality, integrations, or workflow improvements. We will also review our staffing needs and develop a plan for staff recruitment, training, and upskilling to ensure the organisation is prepared to deliver services effectively under the new contract.

The outcome will be a fully defined operating model—supported by appropriate technology and a capable workforce - ready for implementation ahead of April 2027.

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 can strengthen our operational processes by:

• embracing technological advancements
• utilising our stakeholder expertise and experience
• providing the support and development tools for all our staff
• focusing our resources to maximise processing efficiency and benefit from multi-skilled staff across the core functions
• using feedback and survey data to make improvements to our products and services