Central Government

Capability overview for Central Government





Today government staff are starting to leverage innovation and technology, quickly designing and delivering strategy change, with the flexibility to adopt best practices across multiple government departments. Workflows are being automated, flexible repayment options considered and proven methodologies looking to be adopted in specialist treatment areas such as vulnerability.

This transformation of government collections has generated a radical overhaul of existing frameworks with a packed change agenda, where speed and cost of implementation are paramount.

Qualco can help central government deliver this change with fully featured and flexible functionality:

  • An understanding and experience of working in local government, with features to enable work, such as annual billing and legal process.
  • Robust MI for informing optimised treatment.
  • Low cost solutions, modular feature set to grow as sophistication grows.

Government departments typically have large volumes, complex processes, and legacy systems. Being nimble and flexible to adopt new processes can be a challenge. System development can be protracted, shortcuts and workarounds are often made to accommodate the system infrastructure and align it to policy.

A spider’s web of processes can be created, one that is difficult to control and manage, with cascading impacts on system stability and processes if something went wrong.

Qualco can help to mitigate this risk:

Flexible business configurable toolkit to support agile change and design
Proven upgrade process with regular releases. Be able to immediately utilise new and improved enhanced functionality
Continuous monitoring for stability checking, testing and issue reporting
Strong track record with built-in business continuity and disaster recovery capabilities

By augmenting and sharing data across government departments and agencies, strategy, segmentation, decisioning and contact ability all become magnified and multiplied. This allows for significant enhancements to treatment and resolving outstanding debt in the best manner for consumers.

A critical factor in effectively sharing information is data quality. Data must be right, consistent in definition and ideally augmented with other attributes, including those from external parties such as credit bureaus.

This requires coordination, in terms of mapping and understanding of data handling and management of data sources. Doing it well can transform your process and create dramatically improved experiences, driving significant collections improvements.

Use Qualco’s technology to drive best in class segmentation and use of data:

Create and manage customer views. Group multiple accounts and create a holistic view
Understand customer behavior and make sense of your data by integrating with our specialist decision engine platform
Create data streams for scoring and modelling to segment, identify and classify accounts
Manage cases via external 3rd Parties with data exchange and interface functionality

Digitalisation is currently transforming industries across all sectors. It is a game changer, providing easier, more streamlined customer journeys and reducing the cost to serve. It is in the interest of government departments, their employees and end users alike.

Modern collections and recoveries technology accelerate this capability, quickly allowing access to new collections contact channels and new innovative strategies, many of which come already built-in. All this with the flexibility to adapt and change, so as the approach changes you can easily keep up.

Qualco can help implement a digital first strategy for collections:

Customisable digital channels allow customers to interact and self-serve through preferred channels
Integrated with the latest real-time APIs, all the modern forms of communication are easily accessible
Better informed decisions based on accurate information with speed and ease
A fully connected communication strategy allows for consistent, timely tailored multi-channel interactions that drive up success rates





QUALCO’s technology ecosystem helps you leverage data to gain customer insights, understand account behaviours and flexibly drive effective collections strategies to stay in control. Use the latest tools and techniques to minimise losses, optimise cost whilst creating good customer journeys and outcomes.


  • Manage, automate, and streamline processes
  • Design, run and control optimised collections and recoveries
  • Reduce the cost to serve and optimise operational efficiency
  • Quickly set up self-service portals and digital journeys


  • Ensure robust data management to fully leverage and control data gathered
  • Provide advanced analytics to enable more advanced decisioning and segmentation
  • Take full advantage of data to build sophisticated collections strategies

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