Keeping Organisations And Individuals Safe Against Fraud And Crime

The National Anti-Fraud Network (NAFN) is a not-for-profit organisation that helps its members combat fraud and crime by providing access to over 50 data systems through a secure website. The support is invaluable. While their support is crucial, NAFN struggled to show its value to its members, so they asked us for help.

NAFN asked us to evaluate the value of their services through a Cost-Benefit Analysis (CBA), with the goals of:

• Establishing a way to measure the key benefits of NAFN’s services, like time savings.

• Showing the overall value of NAFN to its members.

• Identifying areas where NAFN could improve.

We carried out four key steps:

• Held a workshop with NAFN and reviewed important data, information, and their website to understand their services, members, income, and benefits.

• Conduct in-depth interviews with members to learn how they use NAFN, what they value most, and tested questions to measure the benefits for the survey.

• Sent an online survey to all members, collecting data on user profiles, the benefits of each service, overall value, and potential improvements.

• Developed a CBA model to calculate NAFN’s benefit-cost ratio.

Our work helped NAFN and its members clearly understand the value of the services for the first time. We identified which services provided the most benefits, what members valued most, and where NAFN could improve.

NAFN has since used this information to attract new members and retain existing ones, which they couldn’t effectively do before.