Last year, the IBO (Interdepartmental policy research) report problematic debt was published. This very detailed document described an analysis of the visible bottlenecks in the debt chain and one coherent basic package of measures. By deploying these measures, it is expected that the number of residents with problematic debts will decrease, and with it the associated social costs.
The measures mentioned in the IBO report will also have far-reaching consequences for the role of the bailiff. In this interview I speak with José Olde Olthof, CEO at Bosveld Debt Collection and Bailiffs, about this IBO report and what impact the proposed measures will have on the (future) role and revenue model of the bailiff.
You have had a versatile (international) career, both in finance and (general) management. What was the main reason or challenge for you to join Bosveld Debt Collection as CEO?
José: “Yes, that’s a good question. For the past six years I have worked mainly in interim executive positions within the wine world, guiding organizations in transition. Sustainability naturally plays a big role in that sector. Think about climate change and making your supply chain sustainable, for example. Still, I noticed that when you are not fully at the wheel yourself, you often have to conform to corporate goals that do not always align one-to-one with your personal beliefs.
During my MBA studies, that insight was further reinforced. I realized that regardless of the sector in which you operate, sustainability always ultimately proves its value. Not only in traditional financial measures, such as EBITDA, but also in broader components that are at least as decisive for future success. Think for example of reputation and brand value, customer satisfaction and loyalty, engaged and motivated employees and the quality of collaborations in the chain.
The reason I took up the adventure at Bosveld actually has two sides. On the one hand, I was infected by the enthusiasm and entrepreneurial spirit of shareholder Ben van Zanten and his intrinsic motivation to further grow Bosveld. I am grateful that I was able to take the wheel from him in that confidence. On the other hand, I looked into the future of the bailiff and debt collection industry. After reading the report ‘Keeping debts small and offering perspective’ (Jungmann & Moerman, 2023), I knew for sure that the landscape, and thus the playing field, would change dramatically in due course and that here too sustainability, or more specifically: offering a sustainable solution for people with debts, would become central. My experience is that change always offers great new perspectives and this time I am at the wheel myself to (be allowed to) give direction to that.”
What are your experiences so far, including with the debt collection industry in general?
José: “These are extremely diverse. I have already spoken with many interesting people from the industry and I have been positively surprised by the friendliness and openness with which I was received. At the same time, I also see clear differences: larger firms often have a more pronounced strategy and resources to invest in innovation and digitalization, while smaller firms tend to be more agile and closer to their clients. That contrast makes the industry multifaceted and ensures that there is room for everyone. However, I also notice that development within the sector is often slow. Decision-making takes a long time and the decisiveness to make fundamental changes does not always come off well, partly because the business approach is often lacking. At the same time, social urgency is great and demands movement. It is precisely in this area of tension that an opportunity also lies; I firmly believe that through more connection and cooperation in the chain we can take much faster steps forward. ”
In 2024, the IBO report problematic debts was published. This also contains numerous measures and/or guidelines for bailiffs. Can you briefly explain what this report means for the collection sector and bailiffs in general and for Bosveld Incasso in particular?
José: “As far as I am concerned, the IBO report marks a turning point for the debt collection sector and bailiffs. The report shows very clearly that the old model, in which the focus was mainly on escalation instead of de-escalation, has reached its sell-by date. The report emphasizes the importance of early detection, lower costs for people in debt and better cooperation between chain partners. This calls for a much more socially responsible interpretation of the judicial officer’s role. But at the same time, I consider it of great importance that the position and legitimacy of the judicial officer remain firmly anchored. As an independent and impartial link within our legal system, the bailiff fulfills a unique role. In the future, that role will undoubtedly change and expand, with more emphasis on prevention and cooperation, but the core remains just as essential: ensuring legal certainty and equality under the law.
For the sector, this means adapting not only the way we work, but also our earnings model. The traditional incentive to earn only when costs rise is counterproductive in a system that aims to keep debts small. So there will (have to) be more emphasis on debt prevention and a people-oriented approach in the amicable process and less emphasis on ‘traditional’ debt collection, which involves taking the matter to court more quickly.
For Bosveld Debt Collection, this report actually fits seamlessly with the course we had already set. We believe that you can only be future-proof if you focus on people and society and seek connections with all parties in the chain. The report confirms and strengthens us in that vision and gives us extra energy to show that as bailiffs you not only enforce, but can also make a substantial contribution to the prevention and resolution of problematic debts. But at the same time, we must also be realistic: debts are of all times. There will always be situations where people cannot pay, but also cases where people simply do not want to pay. A model entirely focused on debt relief should never invite abuse. Therefore, I believe that a shift to the front end of the process is inevitable in the coming years. At the same time, the judicial process must remain a firm foundation. Precisely that balance is crucial to do justice to both the position of the debtor and the creditor.”
As executor of court judgments, the judicial officer occupies an important role in our legal system. At the same time, a clear trend can be observed that market parties try to prevent non-paying customers from ending up in the legal process, also in order to avoid high additional costs for the customer debtor. What is your own experience around this topic in conversations with clients/clients and how does that translate to your work and revenue model?
José: “We find that this is indeed on the rise, but it is certainly not yet the norm everywhere. At larger organizations with clear ESG objectives, we see that there is a conscious focus on preventing customers from ending up in the legal process. This fits with a broader responsibility in which one has an eye for both the financial and social impact of debt collection. This has an unmistakable impact on our earnings model.
What we find interesting is that there is more and more room for alternative and more creative ways of collecting. Think of interventions that take place earlier in the process or solutions in which behavioral influence and conversation play a greater role We see this development primarily as an opportunity, because by moving with the changing demand we can ultimately strengthen our position.”
Social debt collection has gained a lot of ground in recent years and seems to be increasingly used in the market by both suppliers and debt collection service providers. What do you yourself understand by social debt collection and how do you view this development? How is social debt collection implemented in Bosveld’s daily activities?
José: “I have been looking into this very closely recently and I see that as an industry we are often tempted to give existing services a new, so-called green jacket to match current events. But social collection, in my view, goes far beyond cosmetic tweaks. It requires an attitude that is deeply embedded in your organization’s DNA. To me, at its core, that means approaching every person with respect. Only when that principle is truly part of the culture can you put social collection credibly and effectively into practice.
To make this tangible, we have launched the internal program “Bosveld Social Compass. With this we want to permanently embed people-oriented debt collection in both our people and our processes. Our goal is to voluntarily report on our sustainability results in 2026, via a VSME standard adapted for the debt collection industry. In this way, we not only take stock internally, but also demonstrate externally how we apply social debt collection in concrete terms.
What I see is that we often present the collection process as needlessly complex or special, when at its core it comes down to a few essential choices and we all basically follow the same process. The real difference is in the tone and approach: do you let someone sink in further or do you help them regain control? And actually there is already a lot of knowledge, experience and regulations available to keep debts smaller and offer people perspective. The IBO report brings this together well and offers overarching measures to ultimately secure this in a coherent package of measures. Whether this is actually feasible remains to be seen. For the time being, the government is once again postponing choices in debt policy. In my experience, the challenge now is not so much to think up yet more new instruments, but to actually apply and anchor what is already there, so that practice really changes.”
You are participating in Credit Expo this year as a Platinum partner. What was a reason for you to participate as a partner? Can you give us a preview of what visitors can expect this year?
José: “For Bosveld, this is the first time we are presenting ourselves so emphatically at Credit Expo. For us it is an inspiring place to meet the industry again, share knowledge and showcase ourselves. Especially at a time when there is a lot going on, we think it is important to start the conversation about this.
We see that our industry is increasingly being pointed at in politics, as if we hold the key to solving the debt problem. Of course we can and should contribute, that is our responsibility. But it also feels somewhat disproportionate to place so much emphasis on our industry, when the causes of debt are often deeper in our system. Consider, for example, inequality of opportunity in education or in the housing market. And until fundamental choices are made at the policy level to address these inequities and livelihood insecurity, it feels like we are putting band-aids on a much larger wound.
Source: Credit Expo, author: Marcel Wiedenbrugge
