Client

For more than 50 years ITV has remained the UK’s largest and most popular commercial broadcaster. Today ITV is a multi-channel, multi-platform, content-driven business, firmly focused on the needs of viewers and advertisers.

Goals

ITV realised that the emergence of new technologies, such as video on demand and content over mobile, was creating the need for new ways of working within the department. “The way that broadcasting companies access content is beginning to change,” explains Helen Stevens, director of broadcast resources for ITV. “Remaining the department that we were
was not a good base from which to predicate our future. We needed to be able to manage content from whatever platform for whatever broadcast media. Instead of broadcast schedulers, we needed to become content managers.”

ITV's aimed to therefore refocus the department on content management, improve the efficiency of processes and reduce costs.

Charteris' Role

The Charteris team launched a comprehensive programme of change, supported the process and business track of the programme, and reduced the number of processes from 16 to 3.

Results

Charteris delivered the process redesign and new organisation structure on time and on budget, introduced more efficient workflows and paved the way for significant cost savings.

The consultants from Charteris worked very closely with Stevens to ensure that the process and business track of the change programme progressed to schedule. “Charteris kept us focused on our vision and helped us plan our approach,” says Stevens. “The consultants also formulated different hypothetical models, which helped us to flush out potential concerns and issues.”

“This initiative has resulted in fairly radical business change, and I have been very pleased by how well it has been achieved in human terms,” she continues. “Charteris helped to lay the foundations to make this change happen.”

To read more about Charteris' Customer-Centricity offering, please visit our Customer-Centricity portal.