CDER Group

Summary of Submission

CDER Group is transforming debt recovery through advanced, customer-focused technology that improves collection outcomes, enhances customer engagement, and increases accessibility. All our solutions are guided by our Fairness Charter and have been developed in consultation with industry specialists and stakeholder organisations. Our most impactful innovation leverages AI to increase engagement with previously unresponsive customers, accelerate payment resolution, and enable employees to focus on more complex cases.

Excel Civil Enforcement

Summary of Submission

Innovation is fundamental to Excel Civil Enforcement’s success. It enables us to grow sustainably, strengthen our resilience and ensure we continue to deliver the exceptional standards our clients have come to expect for over 30 years.

Through our integrated in-house technology ecosystem, including the proprietary ATEK case management system, AI-powered automation, digital self-service tools and real-time operational intelligence, Excel has grown significantly to become a CIVEA Tier 1 enforcement company.

We have embedded accessibility and inclusion into our design, creating mobile-first, easy-to-use services, RNIB-tested functionality and support for neurodiverse users. 

Our innovations focus not only on efficiency but also on fairness and customer outcomes. Budgie has transformed affordability and vulnerability assessments, reducing completion times, increasing payment offers and helping identify vulnerable customers earlier. 

NatWest Payit, AI virtual assistants and automated workflows have also driven enhanced debtor journeys, reduced costs, lowered call volumes and improved collections, setting new standards for enforcement.

JTR Collections Limited

Summary of Submission

Driving Innovation Through Intelligent Quality Assurance

JTR has developed an innovative technology-led quality assurance solution designed to enhance compliance, customer outcomes, and operational performance across enforcement services. By combining secure digital systems with advanced automated analysis, the platform provides a more efficient and consistent approach to reviewing frontline activity.

The solution supports the monitoring of customer interactions, identifying areas of good practice, potential risk, and opportunities for improvement. Automated reporting and performance insights enable management teams to make informed decisions, strengthen training programmes, and promote continuous professional development.

Early results have demonstrated significant reductions in manual administration, improved consistency in audit outcomes, faster escalation of key issues, and enhanced support for vulnerable customers.

By combining intelligent technology with human oversight, JTR is delivering a smarter, more data-driven approach to governance and service delivery, helping to protect customers, support staff, improve compliance, and set new standards for innovation within the enforcement sector.

Newlyn Plc

Summary of Submission

Agent Portal (AP) is Newlyn’s bespoke, fully integrated digital payment solution, developed to make it easier for customers to make secure payments and manage repayment arrangements. Designed around accessibility, convenience and customer choice, AP provides a fast, mobile-friendly payment experience available at any time.

The innovation supports secure, case-specific payment journeys that reduce friction and help improve payment completion.  This works by strengthening payment security, minimising inaccurate chargeback claims and supporting automated repayment management, AP gives customers greater confidence and control, while reducing reliance on telephone payments.

Since its launch, AP has delivered measurable improvements in digital engagement, payment outcomes and collections performance. It demonstrates Newlyn’s commitment to using innovation responsibly to improve outcomes for our customers and local authority clients.