Objectives of activities

ILTE aims to operate without incurring losses. Its main sources of revenue are the provision of individual guarantees and the investment of its own capital, with investment directions and limitations defined by legal acts. A balanced positive financial result is pursued by monitoring and appropriately responding to changes in the cost of commitments related to individual guarantees and the risks undertaken.

For many years, ILTE has worked closely with Lithuanian institutions responsible for shaping entrepreneurship and employment promotion policies. By responding to market needs and expanding the range of administered instruments, ILTE will increase opportunities for businesses to obtain the financing they need. It will continue to foster the creation and retention of jobs and encourage the implementation of innovative solutions in business processes. ILTE focuses on the development of new alternative financing instruments and plans to advance direct debt financing and expand other business financing tools.

To ensure high-quality customer service, ILTE established a Customer Service Department and implemented a call management system, enabling prompt responses to customer needs or issues, direct management of customer experiences (including satisfaction, brand perception, and identification of internal process gaps). ILTE has aimed and will continue to aim to meet customer expectations regarding service quality, targeting an average annual customer satisfaction score of no less than 9 out of 10.

Since customer experience encompasses more than just direct service interactions, ILTE also plans to focus on deepening customer insight, improving access to information, and ensuring effective feedback mechanisms via its website and communication through social media.

Understanding and meeting customer needs and expectations also contribute to more effective service delivery. Therefore, communication will receive considerable attention, with the goal of strengthening ILTE’s brand reputation, raising awareness of its implemented instruments, and increasing demand. To this end, taking into account both internal and external factors, ILTE has prepared the 2021–2023 Communication Strategy, which serves as the basis for various communication initiatives.

To improve the efficiency of the application submission, evaluation, and decision-making processes, and to reduce system maintenance costs, ILTE plans to conduct an expert review of the current application submission and evaluation systems with the aim of optimizing them and exploring the development of a unified application system. Based on the experts’ findings, the creation of an integrated system may be considered, using existing system components (architecture, integrations, rules, etc.).

As ILTE must continuously carry out monitoring processes related to the use of funds under various instruments and the provision of financing to businesses, it will implement and continually enhance a data analytics tool. This tool will help quickly and efficiently assess achieved performance results, identify trends and risks, and ensure timely risk management.

In 2021, ILTE plans to continue reviewing existing system improvements and/or implementing new technological solutions and tools aimed at increasing operational efficiency and security.

To strengthen an organizational culture based on shared values, ILTE will continue to foster an attractive work environment that encourages employee engagement and commitment to building an efficient and competent organization.