Background to TCF Index

TCF Index is a Brunswick MCL company that was launched in May 2007. Its remit is to support firms operating in the retail financial services sector with adherence to the Treating Customers Fairly (TCF) governance framework being implemented by the Financial Services Authority.

In essence TCF has been introduced to ensure that consumers get a fair deal. Pollenation worked closely with the management team of TCF Index in customising the BaseBoard to create a specific TCF analysis framework to help companies understand where they sit within the TCF rules and provide evidence of their customer centric behaviour.

An example of how the system is currently used is in the company TCF-Index Limited which is devoted to all aspects of Treating Customers Fairly.

Interpreting the Data

The TCF Index BaseBoard has four quadrants, one for each of the four main TCF areas:

• Proposition - the products and services you offer existing and prospective customers
• People - those who promote and deliver your proposition
• Service & Delivery - the way you deliver your proposition, and
• Communications Design - the structure and management of communications with and for your customers.

The quadrants have a separate cell for each of the 48 key components, 14 each for Proposition and Service & Delivery and 10 each for People and Communications Design. The position of each cell on the TCF Index BaseBoard shows the importance attached to it; the closer to the centre a cell is, the higher its importance.

Pollenation remains a key strategic partner of TCF index, assisting the management team on day to day software issues and strategic development.

Chris Harvey, Joint Managing Director of TCF Index commented;

“Pollenation’s development work was insightful, swift and very accurate. We had a tight timescale to get the business to market and we could not have asked for a better software partner. Ongoing they have enabled us to rapidly customise and develop the TCF BaseBoard to cater for specific client requests and are a lynch pin in the early success we have enjoyed.”

Tim Parkin, Managing Director Pollenation commented: Pollenation are using their extensive experience of delivering interactive software in ensuring that their flagship product delivers in all of the right areas. The BaseBoard engine that powers TCF Index's assessment application has been developed with the prioritisation of simplicity and usability over endless features. The power of the software is hidden behind a instantly understandable visual layout that can summarise large quantities of information on a single screen.

For more information please view www.tcf-index.com