Public Sector Collections Transformation Case Study

£62M of Written-Off Fines, Found Inside One Process

A UK public sector collections service could not see its own money. The same process ran more than 50 different ways across more than 50 sites, on more than 50 copies of the same debt management system, with no reconciliation between them. Fines the service could no longer trace were marked long-term outstanding and uncollectable.

Two global consultancies had spent 18 months on the problem without delivering change. HOBA® Tech started somewhere different: not with automation, and never with AI.

What You Will Learn:

• Why 18 months of consultancy delivered nothing: how impressive documents and complex roadmaps can stall a transformation.
• Step 3, Analyse: how assessing the current operating model as it really runs exposed the problem.
• Eliminate before you automate: why the first rung of the HOBA® 4+1 Ladder (Eliminate → Standardise → Optimise → Automate → +1 AI) came first.
• The target operating model: how more than 50 sites were consolidated into 3 regional centres, with one process and one system.
• People: how a two-thirds smaller headcount was achieved through redeployment, not redundancy.

Real Results, Real Transformation

• £62M of long-outstanding, written-off fines located and collected
• More than 50 sites consolidated into 3 regional centres
• One standard process and one system of record, with a single view of what is owed
• Around two-thirds smaller headcount, with staff redeployed across the wider department

Client details are anonymised under a non-disclosure agreement.

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