ITV takes all PRS and fixed phone services in house as Deloitte report slams broadcaster’s call-TV processes
18 October 2007
ITV is suspending all SMS and red button voting in live programmes, and is working with BT to bring PRS and other telephony services in house, following the publication this morning of the Deloitte report in to call-TV issues at ITV.
The broadcaster is also toughening its compliance procedures with a dedicated interactive governance unit and "relevant and targeted" training for staff.
The Deloitte report in to call-TV at ITV has concluded that some £7.8 million has been spent on ‘wasted’ calls and votes to TV shows and ITV admits that it faces a bill of close to £20million to put it right – with ITV executive chairman Michael Grade promising to recompense the audiences.
The report has highlighted this year’s Soapstar Superstar, Ant and Dec’s Saturday Night Takeaway in 2005 and 2006 and the comedy duo’s Gameshow Marathon in 2005 as the chief culprits.
The review also identified "serious technical issues" around red-button voting and the "late arrival" of SMS votes affecting two ITV shows, including The X-Factor final in 2005.
None is believed to be as singly significant as the problems encountered at GMTV, which saw the TV company fined £2million and service provider Opera Telecom hit for £250,000.
Deloitte pointed the finger at programme producers and staff, third party suppliers and a "lack of consistently applied procedures". However, there were no initial resignations from ITV today as Deloitte's damning report was published.
Grade, defended the broadcaster's position. He told Media Guardian: "I am also on the record as saying that I take a zero tolerance stance, and that means not tolerating a culture that condones audiences being deliberately misled, or not getting the service they have been offered. In some instances there has been disciplinary action, but I don't intend to take a couple of token scalps in expiation. That would not solve the problem."
“This is a commendable action by ITV to put its house in order,” says Roy Ellyatt, Chairman of NOC.”The report from Deloitte’s supports the NOC’s original view that this was well intentioned management failure rather than any malicious intent to defraud consumers. We echo and support the call to restore consumer confidence in these incredibly popular services.”
NOC is coordinating cross-industry action to produce an interactive TV guide which transcends both fixed and mobile telecoms services in this specialized area.
Using a process document produced by NOC Executive Members, NOC will shortly publish this guide which is aimed at bringing clarity and best practice advice to all involved in the provision of interactive TV programming that utilizes fixed and mobile telecoms. The aim is to help re-build consumer trust in this popular programming which has provided entertainment to millions of people over the past few years. |