Homes England’s Help to Buy equity loan service had grown significantly and was struggling to handle inquiries from over 300,000 customers with a mortgage book worth £16 Billion. The service delivery model was disjointed and costly, leading to inefficiencies and customer dissatisfaction.
Our Approach
- Comprehensive Review: We conducted a full lifecycle review of customer journeys, identifying pain points and efficiency opportunities.
- Strategic Design: Collaborating with our client’s service design teams, we redefined the operating model, roles, and responsibilities.
- Business Case Development: We built a robust business case justifying the transformation and outlining the benefits.
- Outsourcing Model: A new outsourced operating model and commercial structure was defined
- Procurement and Transition: Akina consultants led the public procurement process and facilitated the transition to the new service
Results
- A new customer services operating model with enhanced self-service capabilities was developed
- A compliant OJEU procurement exercise resulted in a new contracted service delivering significant savings and market-leading loan management capabilities
