Recommendation 1 (Structure) – Clinic management, standardisation and staffing: There is an opportunity for IBTS to reorganise and consolidate functional areas to increase operational efficiencies, standardise processes and ensure clear lines of accountability. The IBTS should seek to optimise clinic staffing, skill set and skill mix, and establish a staffing framework. Recommendation 2 (Structure) – Enhance and improve donor services / recruitment: An assessment of potential call centre options should be undertaken, while in parallel the IBTS should further define and resource customer service agent roles with consideration of role profile with the expansion of online booking functionality. Recommendation 3 (Structure) - Strategic approach to clinic accommodation: The IBTS should develop a strategic approach to clinic accommodation and deployment. This should focus on optimisation of teams and exact locations, and target underserved areas with donor potential in line with our Donor Strategy. Recommendation 5 (Process) – Empower the marketing function to enhance donor activation and engagement to ensure that outcomes and impacts of marketing activities are realised. The IBTS should consider consolidating and resourcing the marketing function to ensure it meets the diverse needs of an expanding and evolving donor base.