GONG: Major collections practices benchmarking, review and implementation

One of Australia’s leading financial institutions hired ICG to complete a detailed review of all of their collections practices. This included manual, semi-automated, and automated activities across all channels and a dialler.

A joint client and ICG team systematically worked through gaps to world’s best practices, proven Australian best practices, and target best practices to develop a gap analysis and prioritisation program.

ICG was further hired to support the implementation of phase 1 and 2 recommendations leading to further refinements and successful implementation of all recommendations. The project was described by the Bank Sponsor as an important and timely up-lift in a critical capability for the Bank.


ICG UK launches new Local Government Practice

The team has a proven track record of working with those delivering services on the front line to create better outcomes for the public.  The team’s unparalleled experience also encompasses those that work to deliver a better quality of life for local residents, whilst at the same time delivering required savings.