Many organisations are involved in one way or another with optimisation initiatives caused by the continual pressure to deliver acceptable returns to shareholders. Business process outsourcing is one of the business strategies used by organisations to ensure more cost-effective delivery. This paper presents a business process outsourcing (BPO) initiative in the microfinance industry, between a service provider and the South African Government. In this mandate, effective delivery is not the only key objective:
sustainability and outreach must also be achieved. The core of this initiative is based on the application of business fractals so that the service provider delivers the outsourced business process to the customer.