Innovating global communication networks to aggressive timescales

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Arqiva

Project Brief

  • 01.Show up to date network status information in a visual way
  • 02.Monitor and prioritise incidents and planned work.
  • 03.Give users access to network performance data across mobile phones, tablets or desktop PCs
  • 04.Become scalable for other customers
  • 05.Drive customer satisfaction

Project Deliverables

  • 01.Architecture design & planning
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  • 02.UX Design
  • 03.Wireframe and prototyping
  • 04.Software build

  • 05.Software testing
  • 06.User training
  • 07.Performance tuning and monitoring
  • 08.Go live support
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Who are Arqiva?

Arqiva is a communication infrastructure and media services company that delivers critical national broadcasting, satellite and mobile communications services for the UK and the world’s biggest radio, satellite and TV companies. Although they had an Oracle strategy for back office and ERP applications they were unsure whether Oracle Middleware was the best fit for their ambitious project.

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The challenge - transforming customer service through technology

The technology was central to the business-critical functions of managing broadcast networks that serve millions of end-users around the world every single minute and provide up to the minute data on pro-active & reactive maintenance of transmitters and the knock-on impact for programme schedules and audiences.

The brief was to develop a new, exciting, easy to use and, above all, useful tool that would:

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Show up to date network status information in a visual way

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Monitor and prioritise incidents and planned work.

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Give users access to network performance data across mobile phones, tablets or desktop PCs.

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Become scalable for other customers.

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Drive customer satisfaction.

Our approach - Introducing Mi-View

Arqiva needed an intuitive application that fitted seamlessly into their existing Oracle estate and aligned to their current Oracle E-Business Suite strategy. And they needed it delivered in three months.

Not only did we take on the challenge of delivering to aggressive timescales, we worked on the entire solution from scratch in-house: no handing off to different suppliers, no managing different sub-contracted agencies – we were responsible for all the technical engineering, the systems integration and front-end design, from the design and architecture phase to ensuring a successful go-live.

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The scale and complexity of the portal development was unprecedented.

It’s exciting when you get the opportunity to deliver a solution that improves communication across an entire global supply chain. Mi-View is about making communication between Arqiva and their customers’ customers more transparent and innovative than they dreamed possible.

With so many different stakeholders, customers and individual needs, we developed a portal to allow users to personalise their own dashboards so they could, at a glance, see the status of transmitters within their broadcast regions. Customers could see if their network was running smoothly and gain insight into planned works and receive almost real time updates on major incidents, making operations and communication with Arqiva more efficient.

Thinking outside the box

We made monitoring network performance as intuitive as possible. Using Oracle WebCenter Portal’s framework, we built a real-time “traffic light system” to alert users to faults which when overlaid on Google Maps gave customers a visual map of their sites and services and the ability to dispatch engineers and manage the issue to resolution.

More secure than Fort Knox

Our full-service expertise ensured integration between the portal, back-office and transmitter data was seamless and entirely secure. As Mi-View accesses and displays data from several sources, we used Oracle Unified Directory to protect sensitive network performance data and maintain the integrity of the data.

Future-proofed

Not only did this solution have to impress at the client users and execs; in-house engineers & technicians had to be suitably impressed that the technology could scale for future rollout to Arqiva’s TV and satellite customers. Mi-View exceeded expectations on all levels.

Technology used

  • Oracle WebCenter Portal
  • Oracle WebCenter Content
  • Oracle SOA Suite
  • Oracle Service Bus
  • Oracle SOA Management Packs
  • Oracle WebLogic Server
  • Oracle Business Activity Monitoring
  • Oracle Database Enterprise Edition
  • Oracle Unified Directory
  • Oracle RAC
  • Oracle ADF Mobile Browser

The results – immediate adoption, fantastic feedback

We rose to the challenge and delivered a project with unparalleled complexity and aggressive timescales. In three months, we delivered a working customer portal (across desktop, tablets and mobile) that had been 10 years in the making.

Arqiva gained immediate 90% customer adoption by radio groups who rated the service as, “fantastic”, “innovative” and brilliant”.

Not only was Mi-View an immediate hit, this ground-breaking technology was instrumental to Arqiva securing long-term contracts for the future and raised the brand profile significantly to its global partners.

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What our clients thought...

Griffiths Waite’s expertise enabled us to build the solution in three months, The portal is intuitive and aesthetically pleasing while being highly functional and a great advertisement for Arqiva.
HELEN KNIGHT Head of Product, TV and Radio
Oracle WebCenter Portal transformed customer service by giving radio broadcasters a near real-time window into the performance of the networks that transmit programs to their audiences.
HELEN KNIGHT Head of Product, TV and Radio
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