How TSB transformed their board papers | Clients

Case Study

How TSB supercharged its board papers with Board Intelligence

“Board Intelligence’s board papers model was just brilliant.”

~ Guy Dunlop, General Counsel, TSB

Key takeaways

Stronger customer focus and compliance.
A board that feels properly prepared to deliver value.
More productive conversations and informed decisions.

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TSB is a prestigious UK retail bank with over five million customers, 200 branches, and about 200 years of history.

What was TSB's objective?

Leaders at TSB realized that the organization’s reporting processes were preventing it from fully reaping the benefits of directors’ expertise in the boardroom.

You may want to bring something interesting to the board, but directors have a specific role to play. We needed to be able to ringfence their time and focus, and our board papers were just not conducive to that.

~ Guy Dunlop, General Counsel, TSB

How did Board Intelligence help TSB improve its board papers?

The TSB team took a two-part approach to the issue. First, they chose Board Intelligence’s board portal to streamline their board pack collation, collaboration, and circulation processes. Next, they improved the quality of information being provided to directors, which in turn improved the effectiveness of each meeting.

The other providers out there offered a way of getting the papers onto a portal — but that was it. We wanted more. We wanted to be able to collaborate on packs before meetings. And we wanted help with producing concise yet informative papers, papers that enabled the board to focus where they added value.

~ Keith Hawkins, Company Secretary, TSB

TSB upskilled its people using a series of report writing workshops and templates, Board Intelligence’s on-demand training videos, and ongoing expert support.

Our contact at Board Intelligence is always available to answer questions and provide technical support — whether it’s the night ahead of a board meeting or an hour before. It really is a 24/7 response.

~ Keith Hawkins, Company Secretary, TSB.

What was the impact of improved board packs?

TSB has seen far-reaching benefits since working with Board Intelligence:

1. Clearer customer focus and stronger compliance

Thanks to your portal, templates, and training, our papers are more customer-centric and it’s far easier to comply with Section 172.

~ Keith Hawkins, Company Secretary, TSB

2. A board that is better prepared to deliver value

Your process and methodology for writing papers help us curate what goes to the board and makes the best use of their time.

~ Guy Dunlop, General Counsel, TSB

3. More productive conversations and informed decisions

Thanks to your training and templates, we’ve cut down the length of the board packs and put the key messages and asks front and center. This has enabled richer, yet focused debates and more informed decision-making.

~ Keith Hawkins, Company Secretary, TSB

You’ve held our hands through a journey in several ways. You’ve understood what it is that we needed to do to improve the effectiveness of the board. Focusing on your model around the Board Papers was just brilliant.

~ Guy Dunlop, General Counsel, TSB

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