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BBC & ENCOMPASS ANNUAL REVIEW
2019 2020 |
www.encompass.tv
CONTENTS
Chief Executive’s Foreword ................................................................................................................................................................................................................................................................................................................................... 03
Executive Summary .............................................................................................................................................................................................................................................................................................................................................................. 04
International Operations ............................................................................................................................................................................................................................................................................................................................................. 05
Projects – A Year in Review ................................................................................................................................................................................................................................................................................................................................... 06
Interview – Nick Thompson & Nigel Fry ....................................................................................................................................................................................................................................................................................... 08
Focus on A’Seela ....................................................................................................................................................................................................................................................................................................................................................................... 10
Customer Survey 2019 ................................................................................................................................................................................................................................................................................................................................................... 12
Satellite Operations and Contract Management ....................................................................................................................................................................................................................................................... 14
DRM – Bringing affordable Digital Radio to global audiences ....................................................................................................................................................................................................... 15
Looking Ahead ............................................................................................................................................................................................................................................................................................................................................................................... 16
The Encompass Team ..................................................................................................................................................................................................................................................................................................................................................... 17
Contacts............................................................................................................................................................................................................................................................................................................................................................................................................. 18
YOUR CONTENT. DELIVERED. 2
Chief Executive’s Foreword
Bill Tillson | CEO | Encompass Digital Media
Hello, and welcome to this year’s Annual Review of Encompass’ relationship with the BBC World
Service. It’s now been 23 years since the original outsourcing of World Service radio distribution
and transmission. Although the name of the company delivering the services has changed a few
times over the years, the core operating principles and values remain the same – to deliver the
BBC’s world-class content to audiences around the world while maintaining high availability
figures. Encompass continues to be proud to support the BBC’s ambition to reach 500 million
audience members around the world each week. We have a growing international broadcast
business with prestigious customers all over the world, and we are well aware of the important
role we play in the success of those customers. The BBC is the linchpin of Encompass’ portfolio
of global technology products – focused on supporting television and radio broadcasters, cable
networks and OTT service providers.
This year, we’ve completed another important milestone: the integration of the ex-Babcock
business with Encompass and more specifically the migration of broadcast facilities from
Wyvil Court (Vauxhall) to Encompass’ EMEA headquarters in Chiswick, creating a world-class,
cutting edge technical facility – the London Media Centre (LMC). The LMC is now home to over
a thousand services, including playout channels, VOD services, OTT solutions and live event
streaming, and delivers content throughout Europe, Asia, Africa and the Middle East. It’s also the
central point of management and monitoring of the international radio and TV distribution services
we provide to the BBC.
In this year’s review, we highlight the continued growth of the BBC’s global audience through the
expansion of international partners, involving close cooperation between the World Service’s Business
Development and Encompass’ International Operations teams, as well as major capital projects such as
the work in Cyprus and on Ascension Island to maintain and improve the BBC’s broadcast infrastructure at
key FM radio relays.
With our combined resources and new capabilities, Encompass now offers the BBC even more solutions to
process and deliver content from any source, in any format, to any destination in the world. I’m looking forward to
the next twelve months as we continue to build on our very successful relationship.
YOUR CONTENT. DELIVERED. 3
Executive Summary
Paul Firth | Commercial Director | Radio Services
As we enter the 2020/21 financial year, we do so with a great deal of uncertainty compared to the previous 12 months. The coronavirus outbreak across the world is affecting the
majority of the population one way or another. Some people have lost their loved ones while some have lost their jobs and their livelihoods. Others have had their freedom of
movement restricted and many children are not going to school, all while a brave number of medical teams around the world work
tirelessly every day to look after us all. At Encompass, like the BBC, we have members of staff who are working day and night to
keep broadcasts on air and ensure audiences continue to receive news and entertainment. We thank them greatly. We hope
the world can get on top of the virus as soon as possible and things can start to return to normal.
In the pages of this review, all of the articles were, of course, collated at a time before coronavirus as it is a look back at
the previous 12 months.
The last year has seen tremendous work at a number of sites to maintain, improve and upgrade existing broadcast
infrastructure: you will see this in the “projects” section, with a particular focus on a couple of interesting projects in
Cyprus.
All our HF station teams work very hard to ensure broadcasts reach audiences around the world. Each station faces
unique challenges in their day-to-day operation, and in this review, we focus on the BBC shortwave and medium
wave station in Oman at A’Seela. I’m sure you will find it fascinating reading all about life at the station surrounded
by both desert and ocean!
As ever, we are always keen to understand where we can improve our service to the BBC, and we have captured
some of our feedback via the annual customer survey, with the results discussed in more detail here in this review.
No matter how many years I’ve been doing this job, something always comes up that surprises me and lately that
has been the case with the planned refuelling of the IS10-02 satellite mid-flight. What might seem like an interesting and
pioneering exercise in satellite technology actually has a potentially large impact on millions people on the ground
consuming content. It’s been a challenge to know what to do for the best for audiences around the world.
The last 12 months has seen an incredible amount of interest in the world of digital international radio and in
particular DRM. While the standard has been around for many years, it feels like we are at a tipping point, with
receivers starting to be made more available to consumers and governments actively starting to declare
it as a preferred standard. You will read about some of the advances that have been made here in
this review.
Finally, while we are living in unusual times, I’m sure it will only be short-lived. We will
soon return to life as it was before, although hopefully with a little more tolerance and
compassion as we head into 2020/21.
YOUR CONTENT. DELIVERED. 4
International Operations
Helping to keep the world informed New services, new technologies
When the World 2020 initiative was launched three years ago, new BBC services were created
Bringing reliable and impartial news and information to global audiences, or restoring services specifically to reach new audiences on digital platforms; in turn, delivering content to partner
in situations where faults or natural disasters have occurred, provides a lifeline for the local stations has undergone a digital revolution. Satellite links have long been the main method
population who depend on a trustworthy source of information and education. Never has this of distribution, but over the last few years, the increasing availability of the internet around the
been demonstrated more starkly than during the first few months of 2020. world has led to the use of new digital technologies. Terrestrial solutions such as Zixi are now
being used to stream digital TV feeds for live transmission, or to store content locally and then
Much of the recent growth in BBC global audiences has been achieved through partner schedule it into local channels at pre-agreed times.
agreements with TV and radio stations around the world who relay BBC content on local
channels as part of their daily programming. Keeping them on the air, and helping the BBC to Whether it’s by satellite or the internet, International Operations engineers install and configure
expand its network of partners, is Encompass’ International Operations team. the receiving systems at the partner station, making sure the audio or video signal is reaching the
partner’s own playout or live transmission suite.
While traditional linear broadcast technologies like shortwave and FM still play an important
role in growing the BBC’s global audience, the International Operations team is at the heart Keeping audiences connected
of reaching new markets by working closely with World Service Distribution and Business Once on the air, Encompass continues to provide comprehensive ‘after sales’ support for the
Development. As soon as a potential new partner is identified, engineers are busy working hundreds of transmission systems and partners around the world through regular maintenance
on the best method of delivering content, organising surveys of the station’s location and then visits and an emergency response service.
carrying out the technical build, installation and commissioning.
One of the biggest challenges remains the logistics of reaching some of the world’s most remote
The UK-based team is supported by a network of international contractors, mainly located locations. Often located in regions where geographical, political or meteorological factors (and
in strategically important countries spread across Africa, Asia, South America and the Pacific sometimes all three) are key considerations, every installation has its own unique challenge.
region: local knowledge is always a bonus, as well as being physically closer to partner stations Whether it’s establishing a brand new partner or fixing faults at a mountain-top transmitter site –
so that a quick response is possible when problems occur. Encompass’ team is always ready to respond to keep the BBC on air.
YOUR CONTENT. DELIVERED. 5
Projects – A Year in Review
Improving FM transmissions in Africa and the Middle East BBC Monitoring gets new ‘ears’ in Cyprus
Helping to grow the BBC’s global audience towards 500m is a network of FM relay stations in When BBC Monitoring moved from its long-
many of the world’s major cities, which broadcast BBC services 24 hours a day. The FM radio established home in Caversham last year,
network is supported by Encompass’ International Operations team, who carry out routine Encompass was asked to review the satellite
planned maintenance of the transmission systems, as well as emergency repairs when faults downlink facilities used by BBC journalists
occur. Encompass’ project engineers have been working with World Service Distribution to to monitor the radio and TV transmissions
replace and upgrade FM transmitters across Africa to maintain their reliability and performance. of other broadcasters around the world.
New transmitters have already been installed in Malawi and Bahrain, with Zambia, Lesotho, Working closely with the BBC Monitoring and
Somalia, Gabon and Afghanistan next on the list. Distribution teams, Encompass proposed a
new system which includes a massive 9-metre
motorised satellite dish, together with two
smaller fixed dishes. These are currently
being installed on Cyprus, at the BBC’s
medium wave transmitter site near Limassol.
The new system is now in the final stages
of commissioning and will be ready for full
operation in July.
YOUR CONTENT. DELIVERED. 6
Projects – A Year in Review
Keeping the BBC’s shortwave voice in Africa on the air Lights, water, action!
The BBC’s Atlantic Relay Station on Ascension Island beams World Service programmes in But it’s not just the shortwave relay station on Ascension Island that Encompass engineers
English and five other languages into Africa – home to one of the BBC’s largest international manage and operate for the BBC. They are also responsible for the island’s electricity supply -
audiences. The extremely corrosive environment of the island has taken its toll over the years generated by a Power Station and Windfarm which not only provides power to the transmitters,
and five of the giant metal towers which support the shortwave antennas now need remedial but for Ascension’s general population as well. And co-located with the Power Station is a
work in order to maintain them in a safe and operational condition. The first stage of the project desalination plant, which very efficiently converts sea water into drinking water for the entire
involved a specialist team of riggers who carried out a comprehensive inspection and structural island. Encompass engineers take care of the complex reverse osmosis systems, as well as the
analysis of the towers. The second stage, to repair or replace much of the steel lattice, is distribution network and storage tanks across the island.
anticipated to commence later in 2020.
The existing potable water pipeline extends some 10km from the desalination plant, running
above ground and supported on concrete or steel plinths. It is now in need of attention as some
of the flexible joint couplings have rusted in the corrosive environment, and the original UV
protective paint has degraded. Encompass are now working with civil engineering contractors to
carry out repairs in order to prolong its life – no mean task given that the pipeline crosses rough
volcanic terrain where access for vehicles is very restricted.
YOUR CONTENT. DELIVERED. 7
Interview
Nick Thompson & Nigel Fry
1. 2019 was a very busy year for Encompass as the transition from Vauxhall to Chiswick
was completed. How is the new London Media Centre performing for the business, and what
benefits will the BBC see?
[Nick] The London Media Centre (LMC) has been a huge undertaking and building it was a
key milestone in migrating the ex-Babcock Media Services business across to Chiswick from
Vauxhall. The space we have created is truly impressive; it is one of the largest live distribution
control rooms in Europe and is underpinned by cutting-edge technology. Hundreds of thousands
of hours of live and pre-recorded content will flow through the LMC every year from all corners of
the world, to be consumed by audiences just as diversely spread on any possible platform you
can imagine. From remote tribes in Africa listening to programmes on a radio, to a teenager in a
60-storey apartment block in Tokyo watching the latest J-league game on his iPhone, the LMC
makes sure the audiences get the best, high-quality, trouble-free experience possible.
The BBC benefits from this by knowing Encompass has the ability not only to switch transmitters
up to the last minute, keeping the World Service radio broadcasts on air, but also to go further
and wider by offering full digital distribution of all BBC content to support the ever-growing
expansion of World Service audiences.
[Nigel] The LMC is a cutting-edge facility with more skilled staff in a larger, well-resourced state-
of-the-art environment than existed previously in Vauxhall. This offers many advantages, not only
in that there are more colleagues better able to support any issues with BBC services but also
with the BBC services being alongside many others it makes for a more efficient operation and
potentially lower costs for the BBC.
2. Operationally, what have been the highlights of the last 12 months?
[Nick] Clearly the big one for Encompass has been completing the migration of hundreds of live
services from Vauxhall to Chiswick without impacting any of our clients. For the BBC, the move –
a year in the planning – was seamless.
Away from the migration, Encompass was proud to grow its support of live sports broadcasting
by partnering with some of the biggest names in the world, distributing content to homes up and
down the country.
For the BBC, we have continued to provide high levels of availability across the 80,000+ radio
hours we broadcast each year.
From a project perspective, we completed the repair of the MW towers in Oman and continued
the roll out of new FM transmitters across Africa. It was also great to be able to work with BBC
Monitoring this year to help enhance their capabilities through an interesting project in Cyprus.
YOUR CONTENT. DELIVERED. 8
[Nigel] A significant highlight of our year has been the continued growth in the global audience find savings to balance its books. As a major area of spend, the BBC/Encompass contract has
for BBC services. This is the first full year that has included audiences to our new language to contribute to that process, and we are working closely with Encompass colleagues to identify
services and sees a World Service estimated audience of 319 million, with TV up 27 million and how we can offer same services more efficiently and return savings to the business in the next
audio up 13 million on the previous year. Of particular interest are the television programmes to two years.
partners in Africa, reaching nearly 40million people, and the fact that there has been a growth in
audiences to shortwave services. 5. How prepared are Encompass and the BBC World Service to respond to increasing
consumer demand for content delivered digitally and on demand, rather than the traditional
3. How would you describe the current relationship between Encompass Digital Media methods of linear broadcasting?
and the BBC World Service? Which areas would you like to see developed further in future?
[Nick] Encompass is already delivering content digitally to millions of people on millions of
[Nick] The relationship remains a strong one. We were pleased to yet again receive such devices every day. We provide live digital services for some leading names in the industry, and
positive scores in the annual survey, but as always we are keen to hear where we can improve this is expanding month by month as more broadcasters align their business models to a digital-
as well. The work that International Operations do is becoming more and more critical to the type delivery mechanism. As mentioned, we’ve just built one of the largest control rooms in
BBC every year, as more and more audience numbers are associated with TV and FM stations in Europe underpinned by state-of-the-art technology, so we are well placed to meet the demands
key territories like Africa. Supporting the BBC’s partner sites in all regions has developed well in of any audience and any broadcaster, including the BBC, for anything the future has in store.
recent years but there is more that we can do here, specifically around enhanced monitoring to
allow us to respond to issues more quickly. [Nigel] The BBC already uses a variety of methods of delivery of programmes to partners and
of course offers different products for different platforms / different markets, one such being
[Nigel] The teams at Encompass and the BBC have worked together for many years with nearly BBC Minute that allows BBC News to find a home on non-speech networks. Linear audiences
all services delivered consistently and reliably 24/7/365. Consequently, the transactions on continue to increase and provide a solid part of our overall audience growth. That said, we are
which we focus most time are those where we identify scope for improvement. For the past few always being challenged and currently have a need to do more to offer soft solutions for very
years, these areas have been the subject of an informal workshop meeting as we work together restrictive markets, so that to partners can create ‘receiver/decoders’ that use locally-sourced
to find improvements. In the coming year, we will be migrating the Africa satellite from IS10-02 hardware. We will continue to invest in improvements to monitoring of our FM transmitters. In turn,
to SES5 in what may, as a consequence of coronavirus, prove to be a very challenging period, this will help minimise downtime in markets that have increasing expectations of our services.
requiring the whole team to work closely and collaboratively. We continue to bid for increased Improvements in the performance and availability of solar PV systems creates the opportunity to
levels of funding to ideally allow the rate of refresh of FM transmitters to be increased. examine whether or not we can convert more of our lower power FM transmitters to be off grid,
particularly where the grid supply is unreliable for whatever reason.
4. With the political uncertainties over the future funding of the BBC in mind, what are the
major challenges facing both organisations over the coming 12 months?
[Nick] This report is being prepared during the COVID-19 outbreak and so the second half of this
question has to be seen in that context. In terms of funding, it’s clear to anyone who is a fan of
the BBC that it is facing a significant political battle in relation to its long-term funding. There is the
challenge of how to fund the over-75s licence fee but also a dwindling revenue from the licence
fee in general as it goes up against subscription services such as Netflix. The World Service,
however, is possibly the UK’s best known and most loved export. It does tremendous things for
all kinds of people around the world while continuing to promote the United Kingdom. Hopefully
our politicians will realise the benefits a properly-funded World Service can bring in a post-Brexit
world and ensure it is suitably funded going forward. The practical challenges facing both of our
organisations as we manage our way through the virus will probably be the greatest challenge
for the coming 12 months, though.
A significant highlight of our year has been
the continued growth in the global audience
[Nigel] BBC WS represents an important method by which the UK presents itself to the world.
This has increased significance when the UK is outside the EU, and we hope this will be
for BBC services.
recognised in future funding settlements. That said, in the short term the BBC must continue to
YOUR CONTENT. DELIVERED. 9
Focus on A’Seela
British Eastern Relay Station (BERS)
The BBC World Service has been broadcasting on shortwave from the Sultanate of Oman
since 1967, when transmissions came from the BBC’s Eastern Relay station on Masirah Island. A
medium wave service was added in 1969 and continued until 2002 when the entire operation
moved to a new mainland site on the coast between A’Seela and Al Ashkhara in the South Al
Sharqiyah region, some 350km to the south of Oman’s capital, Muscat.
Today, the station’s shortwave and medium wave transmitters relay BBC World Service
programmes to the Middle East, north east Africa and south Asia in languages such as Amharic,
Arabic, Bengali, Dari, English, Farsi, Oromo, Pashto, Somali and Tigrinya.
Construction of the A’Seela station started in 2000. There were no main roads to the site at that
time, and it took around five hours to travel by car from Muscat. Since then, road improvements
have reduced this to about three hours, but the location has always been difficult to reach. The
site tends to be self-sufficient and much of the day-to-day maintenance of the buildings and
facilities is carried out by the local staff, as well as attending to the transmitters!
The broadcasting plant consists of three 250kW Thomcast HF (shortwave) transmitters and
two 800kW MF (medium wave) transmitters, plus all of the associated control and switching
equipment. There are five ‘curtain’ aerial arrays for beaming shortwave transmissions into their
intended target areas, plus an 80m high rotatable antenna which gives A’Seela a great deal of
flexibility. The medium wave transmitters feed into radiating masts, 102m and 51m high. The site
boasts a total of 14 masts plus the rotating structure, although there was originally one more. In
2010, the site was directly in the path of Cyclone Phet, which caused a great deal of damage,
including the loss of one mast.
The station is powered by underground cables from the local substation, but the electricity
supply to the substation is via overhead power lines which are susceptible to breakdowns
due to distance and frequent severe weather. Consequently, there are also two 2.2 MW diesel
generators on site, capable of running the transmitters at full load, plus two auxiliary generators
to provide power and light for the buildings.
YOUR CONTENT. DELIVERED. 10The A’Seela team currently comprises 36 staff – 28 are Omani nationals. The others are generators and high-voltage control equipment, the electrical and mechanical sections are
expatriate staff from India, Pakistan, Seychelles, Thailand and the UK. The transmitters are kept very busy! Site security is manned 24 hours a day, and the admin section processes local
covered by a duty operator on shift, supported by technicians who can be called out to attend to payroll, arranges deliveries and supplies to the station, and looks after all the necessary permits
faults. The day staff carry out routine maintenance and fault progression on the transmitters and from the various Omani ministries.
associated control systems. The electrical and mechanical engineering team is supplemented
by six Thai riggers for 4-6 months of the year, who carry out a rolling program of mast painting. Recent projects at the site have involved major work on the rotator installation, due to severe
The desert and proximity to the coast make for a harsh environment – temperatures range from corrosion on the many of the 32 dipoles on the structure. These were installed in 2012 but
the mid-teens to the high 30s Celsius, combined with humid salty air, strong winds, sand and cannot be maintained easily at height. To carry out this repair project in a safe manner required
sulphur in the ground. Corrosion of the metal masts is a continuous challenge. It takes eight removing the dipoles from the structure so that sand blasting, welding and repainting could be
years to complete the painting of all the masts, taking into account breaks in transmission which carried out. The whole refurbishment has taken around four months as there was a requirement
are regularly scheduled to allow this work to take place. to return the aerial to service before each evening’s transmissions. Despite unseasonable rain
and high winds, which restricted working hours and extra work on the supporting arms that were
Routine activities include anti-corrosion work on all external metal surfaces and repairing building not in the original plan, the project was still completed within ten days of the original timetable.
cracks and concrete base repairs. With two transmitter buildings and a power house with two
YOUR CONTENT. DELIVERED. 11Customer Survey 2019 an important part in the day-to-day running of their department and operations. World Service
Business Development is a good example. Many members of the team are based overseas and
Introduction wished to express their opinions but were unable to attend a facilitated workshop in London.
The annual Customer Survey is a very important and effective method of gaining a deeper and The workshop provides an opportunity for those who work closely with Encompass on a day-to-
more detailed understanding of the relationship between the BBC and Encompass. Ever since day basis to expand and elaborate on their feedback, and we know from previous comments
the early days of the partnership, the annual survey has played a significant role in helping how useful this has been.
to shape and strengthen the relationship and represents an essential part of the continuous Once all this data and feedback been sufficiently analysed and summarised, it becomes a
improvement process. The comments and feedback allow an insight to the BBC’s views valuable source of information for all stakeholders and contributes to a comprehensive overview
and feelings, helping us to review and plan improvements to our performance and business of the company. Without this perspective, it is difficult to make the best possible decisions in an
processes. objective manner.
We firmly believe that the best way of delivering exceptional value is to understand our The Results
customers’ wants and needs. Then, address these through making improvements to the business The graph below left shows how the BBC’s perception of service improvement has changed
and driving service innovation. Effective communication leads to a better understanding of our over the past four years, with the highest ever figure of 96.2% of respondents now perceiving the
customers’ requirements, improved business decisions and in turn increased satisfaction levels. “same” or “improved” level of service compared to last year (2018 = 95.8%).
Encompass uses “Smart Survey,” an on-line survey provider, in addition to offering a facilitated The following graph shows how respondents to the survey scored Encompass’ performance in a
workshop. The on-line survey means we are able to reach out to people with whom we may not number of key areas.
have regular contact, or who work remotely from the UK, but for whom Encompass still plays
What is your perception of Encompass’ service Thinking about those areas with whom you have the most contact, how satisfied
improvement? are you with Encompass’ professionalism and behaviour in relation to:
2019/20 10
2018/19
Considerably
2017/18
improved 8
2016/17
2015/16
Average Score
6
Slightly
improved
4
About
the same
2
0
Slightly Understanding the Governance of the Communications Collaboration Reliability Speed of response
Worse BBC’s business and contract
challenges
Average 2019/20 7.96 7.47 8 7.43 7.88 8.08
Much
Worse
0 20 40 60 80 100
YOUR CONTENT. DELIVERED. 12The graph below demonstrates the overall average of all survey scores over the past eight
years (since the current contract began in 2012). This year, the average of all these scores (7.75) is Customer Service Improvement Plan
actually higher than any other previous year. By combining the survey scores and comments with feedback from the workshop, we’ve taken
the opportunity to explore improvements in the following key areas:
Overall Average Survey Scores
10 Proactivity
We will look at ways to encourage creativity to help the BBC to achieve its aims, even if we
8
cannot fulfil a request directly. Finding solutions to challenging problems or requests may be
more expensive than routine work, but it’s recognised that an extraordinary piece of work should
be priced accordingly rather than saying no.
Average out of 10
6
Empowerment and speed of response
Encompass will strive to improve the perception of speed of response and the feeling that
4
decisions are sometimes achieved more quickly by jumping the chain of command.
2 Communications
Reinforcing the trust that already exists between Encompass and BBC is essential, through
maintaining good communications and ensuring that, if any change to the timetable of a
0
2012/13 2013/14 2014/15 2015/16 2016/17 2017/18 2018/19 2019/20 deliverable occurs, the BBC is properly informed.
Average 7.32 6.35 7.52 7.73 7.32 7.44 7.56 7.75
We will look again at the best use of electronic communication platforms such as WhatsApp
groups, Lync, Skype, GoToMeeting and Zoom, to achieve the best possible use of collaboration
tools, especially at a time when working remotely from the office is a major consideration.
This year’s results demonstrate our ability to sustain the already high Ownership and accountability
level of satisfaction across many areas. However, there is always room The Account Management team will review how the existing ‘ticketing’ facility in Supportworks
(Encompass’ service management system) could be used to record and track all BBC requests.
for improvement. During the coming year, our main focus will be to Supportworks is already the default method for requesting new services and logging faults,
but we will investigate whether the service desk function could be used to improve overall
improve our performance in key areas that were highlighted in feedback
governance and tracking of forward issues.
from this year’s survey, along with those identified in the facilitated
Collaboration
workshop. Because of the current restrictions on physical meetings, We recoginise the need to make best use of meetings through better preparation and
the workshop this year was a virtual event but maintained its mission to anticipating unusual or cyclical requirements to get ahead of the issues. Asking people to flag
issues prior to meetings is recognised as good practice so that we maximise the opportunity to
expand on the results of the survey and to ask, “What would need to move things forward and do not leave the BBC waiting for answers.
happen for Encompass to achieve the highest scores in the survey?”. Next steps?
The Account Management team will own the improvement plan and share it with the BBC,
providing regular updates and highlighting key achievements and milestones against the plan.
We have a great relationship with the [Encompass]
We’d like to thank everyone for taking the time to participate in the year’s survey. If you’d like a
team - any projects, renewals of licences etc., the copy of the full results, please contact us at BBCAccountTeam@encompass.tv.
team works in partnership with BBC.
YOUR CONTENT. DELIVERED. 13Satellite Operations and
keep the satellite in geostationary orbit around the Earth. The satellite delivers BBC radio and TV
content to transmitter sites and partner stations throughout Africa, and so presents a significant
Contract Management
risk to a massive audience in this region.
The satellite’s operator, Intelsat, plans to extend the life of the craft by launching a Mission
Extension Vehicle (MEV) which will dock with the satellite in-orbit and provide the necessary
Satellite delivery, either to provide live programme feeds to transmitter sites, partners and propulsion to maintain its position for several more years. It’s a manoeuvre which has never
re-broadcasters or to reach direct-to-home TV and radio audiences, is a key component of before been undertaken in space and, given the level of uncertainty over the outcome, work is
BBC World Service distribution strategy. The BBC uses various geostationary satellites for this currently underway between BBC and Encompass to mitigate the potential impact by migrating
purpose, through agreements with a number of international telecommunication providers, BBC channels to an alternative satellite.
satellite owners and operators.
Managing these contracts, and monitoring the day-to-day technical performance of the BBC’s
distribution, is the job of Encompass’ Satellite Services Manager, Darren Smalley. Formerly Head
of Engineering and Operations at BBC World News, Darren has a wealth of industry knowledge
and experience to support the World Service’s satellite operations and ensure that the suppliers
of these services meet the technical criteria and availability levels specified in their contracts.
One of the biggest challenges facing broadcasters like the BBC, who make extensive use of
satellite capacity for critical transmissions links, is the imminent reduction in available bandwidth
at C-band frequencies. The band is popular with broadcasters as it is less prone to weather-
related problems (such as ‘rain fade’) and can provide a robust service over a large geographical
area (or footprint) using modestly-sized receiver dishes. This compares to higher frequency
channels, such as the Ku-band, where satellite dishes are smaller, but much more susceptible to
signal degradation due to factors such as heavy rain or snow.
The satellite C-band, however, is regarded with envious eyes. Already, local wireless broadband
services (Wi-Fi) are licensed to operate in this band in many countries and parts of the precious
bandwidth are ear-marked for 5G services in the future. Telecom regulators and government
agencies all over the world are embarking on commercial processes to ‘sell off’ C-band
frequencies to the mobile operators, a trend which is going to accelerate with the progression of
5G.
This is a significant challenge for the BBC, and many other users of satellite capacity in C-band,
as available frequencies become scarcer and more likely to be interfered with by Wi-Fi and 5G
services operating quite legitimately on adjacent frequencies.
Of more immediate concern, however, is the urgent problem faced by the satellites used by
World Service for wide-area coverage of Africa and beyond. Intelsat 10-02, launched in June
2004, is reaching the end of its original design life and running low on the rocket fuel used to Photo: Daniel Woolley
YOUR CONTENT. DELIVERED. 14DRM
Bringing affordable digital radio to global audiences!
The past year has seen some exciting developments in DRM (Digital Radio Mondial) with the The commercial development of consumer DRM radios has been hampered by the cost of
increasing availability of DRM radios in the consumer market. Low-cost, low-power consumption production of a relatively low number of units and the power requirements of the DRM chipset
radios are one of the major factors influencing the take up of DRM technology on a global scale. inside the radio itself. Over the past 12 months or so, both of these problems have been
addressed by research and development teams working in the UK, US and Asia. In the UK,
For broadcasters, DRM is an attractive proposition, enabling operational cost savings through the innovation specialist Cambridge Consultants has unveiled a design for a sub-$10 DRM receiver.
lower power requirements of DRM transmitters. For the listener, DRM offers excellent “FM-like” Still in its prototype stage, the new chipset is both cheap to produce and far less demanding
sound quality in stereo, even on shortwave and medium wave, plus simultaneous program- on power supply – an important consideration for DRM radios to be successfully marketed in
related data such as text and pictures, and ease of tuning from a familiar Electronic Program regions where battery-operated or ‘wind up’ radios are essential features.
Guide (EPG) display.
Elsewhere, new consumer receiver models, including standalone radios, in-car solutions and
The consumer market, however, has been slow to respond. Until recently, only a handful of adaptors and software defined radios (SDR) from China, India, Germany and the US have been
receivers in the form of portable radios have been available. The exception of course is India, released, all supporting the full DRM features of Journaline (scrolling text, news etc.), EWF
where the adoption and implementation of the DRM digital radio standard represents probably (Emergency Warning Functionality) and transmissions in the AM and FM bands.
the biggest digital radio roll-out project in the world. Some 600 million people are covered by
DRM digital signals using AIR’s 35 MW transmitters and three SW services, and more than 2 Encompass and the BBC were founding members of the DRM Consortium (an international not-
million new cars are on the Indian roads today, all equipped with DRM radios which come at no for-profit organisation composed of broadcasters, network providers, transmitter and receiver
extra cost to the owners. manufacturers, universities, broadcasting unions and research institutes) and continue to fully
support DRM. As the BBC’s international transmission provider, Encompass was one of the
pioneers of DRM technology and has been broadcasting regular digital radio transmissions to
Europe and Asia since
2003. Now, with cheaper
DRM receivers due to
launch this year with much
lower power consumption
than previous generation
devices, the consumer
market for DRM is likely
to grow even wider and
reach new audiences
across the globe.
YOUR CONTENT. DELIVERED. 15Looking Ahead
to modify the high-power medium wave transmitters in Cyprus and Oman to launch
new digital radio services for the Arab world, the Middle East, Afghanistan and western
India.
Neale Bateman | BBC Account Manager
Encompass’ acquisition of the former Babcock Media Services business means that
the BBC now has immediate access to a much greater range of digital services and
We’re forever proud to help the BBC reach and expand its global audience in parts of expertise, adding TV playout, channel management, video distribution and global
the world where radio coverage has been difficult to achieve, or is restricted by factors connectivity to the existing offering of management of radio transmission assets and
that are difficult to control. As we approach the centenary of the world’s first shortwave international support for the BBC’s partners and re-broadcasters.
radio broadcast, virtually the whole world is gripped by a sense of uncertainty and
apprehension. One thing is certain, however – the need for fast, reliable, impartial and Feedback from the recent satisfaction survey, which shows further improvements
objective news and information has never been greater. in the perception of services that Encompass provides to the BBC, also gave us an
insight into the challenges being faced in
Quite apart from the unprecedented social and economic circumstances we are the year ahead. Over the coming months,
currently experiencing (at the time of writing), the BBC is also facing challenges of its we’ll be focusing much of our efforts
own as it heads towards its centenary in 2022. The pressures of future funding, charter into enhancing your experience of
renewal and decisions about its future in a multi-media, multi-channel, digital world Encompass – improving our customer
were always going to make for an uncertain period over the next couple of years. management processes, streamlining
There’s no doubt, of course, that digital is the future and that new technologies pervade communication and touchpoints across
every platform the BBC needs to leverage in order to grow TV and radio audiences both organisations, and continuing to
around the world. The internet, mobile and connected devices all play an important work more collaboratively to make
part in achieving that goal. World 2020’s target was 500 million by this year and the such a long-standing and successful
past 12 months has seen many of the deliverables of the programme come to fruition. relationship even better!
Encompass’ International Operations team, working closely with World Service
Distribution and Business Development, have enabled numerous new FM and TV
partners to launch with BBC content, while major capital projects continue to maintain
and improve the BBC’s infrastructure of international sites. From essential work to repair
and prolong the life of the high-power medium wave towers on Cyprus, to refurbishing
and replacing the BBC’s network of international FM relays, Encompass plays a vital
role in keeping the World Service on air.
Encompass is an advocate of all digital technologies and continues to strongly support
the development and roll out of DRM. As you will have already read in this review,
the increasing availability of low-cost, low-power consumption DRM radios on the
consumer market is a major step towards DRM becoming the de facto standard for
digital radio at a local, regional, national and international level in more and more
countries around the word. Over the coming year, we plan to work closely with the BBC
YOUR CONTENT. DELIVERED. 16The Encompass Team
NICK THOMPSON PAUL FIRTH ALAN HUTCHINSON ADRIAN CONROY DARREN SMALLEY CHRIS EVANS NEALE BATEMAN ANDREA MADDIN
Managing Director Commercial Director, Director Radio International Satellite Services Senior Projects BBC Account BBC Account
EMEA Radio Services Operations Operations Manager Manager Manager Manager Executive
Having previously led the Paul has overall Alan leads the Radio Adrian manages the Providing distribution Chris joined Encompass Working alongside World Andrea provides a first
acquisition of Babcock responsibility for the Operations department, International Operations contract management in early 2020 from a Service Distribution, point of contact for all
Media Services by operational delivery of the which includes the team who are responsible services to WS Group, background in Defence Neale heads up the the BBC teams we work
Encompass, Nick now BBC contract, managed international transmission for the installation and and maintaining regular Engineering, and leads Account Management closely with, including WS
heads up the EMEA team. through the Broadcast sites, the Scheduling and maintenance of the contact with the BBC’s the Projects team in team, responsible for the Business Development,
He is responsible for all Operations, Projects and Frequency Management BBC’s overseas FM satellite providers, Darren managing diverse capital day-to-day relationship making sure that good
operations, engineering, Engineering, and Account (SFM) team who plan relay stations, radio and also provides expert projects from civil works with the BBC, ensuring communications,
customer services and Management teams, as the resources required TV partners, and co- knowledge and market on Ascension Island to smooth running of the effective governance and
commercial development well as for the commercial to deliver the BBC’s ordinating a network of insight into the satellite new Antennas on Cyprus, contract and identifying management reporting of
within the region. development of the Radio short and medium wave international contractors. communications industry. and FM site projects in new opportunities the contract is linked with
services business. broadcasts, as well as Africa. for collaboration and regular liaison with our
International Operations. joint initiatives. customers.
YOUR CONTENT. DELIVERED. 17Encompass Contacts
Neale Bateman Nick Thompson Darren Smalley
BBC Account Manager Managing Director EMEA Satellite Services Manager
07748 660194 07768 608005 07860 833733
nbateman@encompass.tv nthompson@encompass.tv dsmalley@encompass.tv
Andrea Maddin Paul Firth Chris Evans
BBC Account Executive Commercial Director Radio Services Senior Projects Manager
07590 601748 07766 314564 07825 099046
amaddin@encompass.tv pfirth@encompass.tv cevans@encompass.tv
Alan Hutchinson Encompass London LMC (24hrs)
Director Radio Operations 0207 131 6501
07739 955907 ops.mcr.london@encompass.tv
ahutchinson@encompass.tv
Adrian Conroy
International Operations Manager
07713 781883
aconroy@encompass.tv
YOUR CONTENT. DELIVERED. 18You can also read
