What is the PACE debt advice pilot?
Pilot of Adviser Capacity and Efficiency (PACE) is a technology-focused pilot to simplify how people access and experience the debt advice journey, while increasing efficiency to allow us to help more people in need to receive free debt advice.
Starting in March 2020, the first phase of PACE will be testing three key innovations:
- Virtual contact centre to improve the customer journey by directing clients to an agency with capacity to help immediately or, where one isn’t available, the MaPS contact centre.
- Open data proposition utilising credit reference, open banking and other data to improve the customer journey by increasing the accuracy and ease of data collection.
- Improved progress feedback to allow creditors to receive updates on client progress throughout the debt advice journey to tailor collection activities.
Why is PACE needed?
17.2% of UK adults are over indebted – around 9 million people. Of these, only 32% have sought or are seeking debt advice.
The Independent Wyman Review put the gap between the supply and demand of debt advice at approximately 600,000 people per year.
In collaboration with the sector, we want to tackle this and better support the increasing number of people in the UK who struggle with problem debt by:
- Helping more people as early as possible through an efficient, effective client journey.
- Understanding impact and fostering improvement at all stages of the client journey.
- Developing and implementing a sustainable funding model that incentivises the best possible client outcomes and encourages collaboration across advice providers.
- Building improvements in quality, consistency and client experience into all aspects of advice agency and creditor practice.
- Building debt advice as an appealing, aspirational profession.
What are the timings of PACE?
The first phase of the pilot will run for approximately six months where we will test, learn about and refine the three innovations and discover if they work well for customers. Dependent on the findings of this first phase, we currently intend to run a second phase from Autumn 2020 which will operate with better integrated technology and which will include a larger number of referring creditors and debt advice partners.
Find out more
Register to listen to our PACE webinar with Craig Simmons – Head of Debt Policy and Strategy.