We conducted a comprehensive technology and capability assessment for our outsourcer client, focusing on its ability to support regulated BPO services in Lending and Payments. This included evaluating the current operating model, technical architecture, and strategic roadmap to ensure alignment with Consumer Duty principles and broader regulatory expectations.
Approach:
Using our proprietary operational maturity framework, we assessed the current technology estate and its ability to support scalable, compliant, and customer-centric services. We reviewed the prioritisation of platform capabilities, automation, and integration across the estate, and evaluated how well these aligned with delivering good customer outcomes.
We also examined the governance structure for technology decision-making, including architecture planning, vendor selection, and implementation oversight. Our analysis highlighted opportunities to enhance the control environment, reduce manual effort, and improve the customer experience through automation and self-service.
Working closely with key stakeholders, we developed a roadmap that balanced tactical fixes with strategic investment, enabling the business to modernise its estate while maintaining service continuity.
Results:
We delivered a three-phase strategy—Fix, Enable, Grow—designed to transform their technology capability:
- Fix: Tactical initiatives such as document automation, quality framework rationalisation, and control reviews to reduce cost to serve and improve operational efficiency.
- Enable: A greenfield architecture aligned to strategic growth, including cloud-native platforms, API-first integration, and AI-enabled workflows.
- Grow: A market-focused expansion strategy targeting Lending, Payments, and Contact Centre services.
Our client is embarking on a prioritised action plan, including an accelerated RFP process for platform selection. This will enable the transitioning of legacy books to modern platforms and position the business to win new contracts with a compelling, low-cost proposition.
