Arqiva Achieves a 90% Adoption Rate for Its Innovative, Near-Real-Time Network Monitoring Portal

Arqiva Achieves a 90% Adoption Rate for Its Innovative, Near-Real-Time Network Monitoring Portal

Another Great WebCenter Customer Success Story from Oracle's Customer and Partner Successes

Arqiva Achieves a 90% Adoption Rate for Its Innovative, Near-Real-Time Network Monitoring Portal

Oracle Customer: Arqiva

Location:  Winchester, England

Industry: Communications

Employees:  2,000

Arqiva provides and operates much of the infrastructure behind television, radio, satellite, and wireless communications in the United Kingdom. Its customers include major broadcasters, such as the BBC, ITV, and BSkyB, as well as independent radio groups. Arqiva’s engineers led the switch from analogue to digital in 2012,  which was the largest broadcast engineering project in UK history. Arqiva also provides satellite distribution services for Turner Broadcasting System, Inc. in the United States, leading French media company Canal+ Group, and the internationally renowned Al Jazeera Network.


  • Improve the customer experience for broadcast-radio customers by providing self-service access to a near-real-time view of their network status, 24/7 notification of faults and fixes, and maintenance schedules
  • Ensure staff—from CEOs through to technicians, presenters, and DJs—is aware of network performance, incidents, and other issues that might affect the transmission of programs to audiences
  • Enable customers to determine the operational status of transmitters and view the current and future configuration data of multiplexes (streams of digital information containing audio and other data) on the networks that broadcast their programs
  • Give users access to network performance data via a mobile phone, tablet, or desktop PC
  • Provide secure identity and access management to ensure that access to commercially sensitive network data is restricted to the relevant radio broadcaster
  • Gain ability to provide network status data to TV and satellite customers in the future

A word from Arqiva

"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, Arqiva


  • Used Oracle WebCenter Portal to build a window that enables radio broadcasters to view the status of their network in near real time, with a traffic-light system to alert them to faults and their severity via an intuitive interface
  • Gained immediate acceptance by radio groups, 90% of whom signed up for access as soon as it was launched and rated the service as “fantastic,” “innovative,” and “brilliant”
  • Rolled out portal access to 180 users in 20 radio groups covering 3,500 transmitters within three months
  • Used the portal as part of strategy to deliver continuous customer service improvements by enhancing the radio-desk support function that automatically notifies customers of faults on their network and sends daily, weekly, and monthly reports to radio broadcasters
  • Benefited from Oracle WebCenter Portal’s standards-based framework to integrate Google Maps into the portal to give customers a visual image of their sites and services
  • Used out-of-the-box tools and library of prebuilt components in Oracle WebCenter Portal to create graphs and tables depicting network and infrastructure performance
  • Benefited from the flexible navigation components of Oracle WebCenter Portal to allow users to personalize the interface to individual preferences and determine the dashboards they wish to access first—such as the status of transmitters within their broadcast regions
  • Built a multiplex tab to allow users to view the configuration and capacity of multiplexes and see a list of broadcasters on those multiplexes
  • Enabled customers to create a watch list of specific incidents or planned maintenance work they wish to monitor closely and increase productivity by accessing the list immediately when they sign on to the portal
  • Gave users access to the portal from any Web-based device, enabled them to click through to service tables quickly and easily, and created views optimized for mobile phone users
  • Cut time to develop and refresh content by using Oracle WebCenter Portal’s framework to create standards-based portlets and ensure uniformity of page structure and layout
  • Benefited from standards-based, service-oriented architecture of Oracle BPEL Process Manager to assemble and integrate data from the Oracle-based, core-incident management system, and third-party sources into end-to-end process flows for publishing via the portal
  • Used Oracle Unified Directory to create and apply identity management and access security rules to protect sensitive customer network-performance data from unauthorized viewing
  • Benefited from the scalability of Oracle WebCenter Portal and Oracle Unified Directory to gain ability to accommodate more users in line with Arqiva’s plans to extend portal access to its TV and satellite customers
Oracle Product and Services

   Why Oracle?

Arqiva conducted a competitive bid and evaluated the open-source product Liferay Portal. The company chose Oracle WebCenter Portal for its standards-based interoperability, out-of-the-box functionality, and reusable portlets that would minimize development and allow Arqiva to refresh content rapidly and share it seamlessly across internal and customer-facing applications. Arqiva selected Oracle Unified Directory to provide fine-grained control of policies at an organizational-unit level and for scalability needed to meet the demands presented by additional TV and satellite customers accessing the portal at a later date.

"We chose Oracle WebCenter Portal for its ranking as a leader in Gartner’s Magic Quadrant for Horizontal Portals and because of its unrivalled functionality and strong pedigree," said Eamonn Sorohan, head of applications, Arqiva.


Oracle Partner

 Oracle Specialized Partner Griffiths Waite worked with key business users to design and build the portal to the unique requirements of different types of users. It optimized the interface for each device to ensure the best possible customer experience. Arqiva benefited from Griffiths Waite’s expertise to ensure seamless integration between the portal, back-office, and transmitter data and ensured access security was maintained for broadcasters’ critical data. As user and data volumes increased, Griffiths Waite monitored the portal to optimize performance and ensure a consistently positive customer experience.

"Griffiths Waite’s expertise enabled us to build the solution in three months," said Helen Knight, head of product, TV and radio, Arqiva. "The portal is intuitive and aesthetically pleasing while being highly functional and a great advertisement for Arqiva."


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« November 2015