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challenge accepted

Glasgows won the TPR Framework Contract in January 2017, initially as a 12-month contract with the option of extending it by a further three years. 

TPR use events as a key element in their integrated communications approach to reach their regulated community as part of their legal duty to consult. A key part of this are their online events.

Virtual events keep their audiences informed and enable technical or complex topics to be covered in detail, helping the audience understand what they need to do regarding the regulation and how they can achieve it. They are delivered regularly, as and when new information needs to be disseminated, and provide audiences with a means of asking in-depth questions for further clarity and guidance. 

As TPR’s chosen framework supplier, our role was to manage and provide delivery mechanisms for their event activities. Their virtual events vary in size and scope, with audiences ranging between 200 and 6500 and they needed an integrated solution which offered the ability to view live online events, take part in interactive activities and ask questions to a panel of experts. It was imperative that the solution was accessible to all and could accommodate requests for elements such as live subtitles as needed. 

everything is possible

At the start of this contract, we invested a great deal of time in understanding how TPR have traditionally hosted their virtual events, what they wanted the viewer to gain from them, and identifying opportunities for improvement.

During these early discussions we proposed some changes / enhancements regarding the delivery of the events, including use of our proprietary online registration and digital services known collectively as GEM. There are four fully integrated areas to the GEM system including a templated front end website (for quick and efficient set-up), a fully GDPR compliant registration system (with the option to tailor / add fields), a secure virtual hub (where delegates can interact and network pre-event along with accessing event materials/resources and the event livestream), and an event app which mirrors functionality of the delegate area and can be used to send push notifications and messaging about the webinars. 

A key part of the production during the virtual events is live interaction with the audience through polling. Multiple choice questions are posed to the audience who then select and submit their responses from the polling window which sit’s next to the Livestream player on the webpage. Results are displayed and commented upon by the presenters in real-time throughout each event. 

Another key aspect of the interaction is via questions submitted pre and during each event. We worked with the TPR team to create a bespoke moderation app to manage all the questions as they are submitted, improving upon a system they had used previously. The system we created allowed them to filter a list of questions for response by the presenters, order them accordingly, apply a “tag” to each question so that the chairperson can direct the question to the relevant panellist, and also apply a colour coded “warning” so the chairperson can see which questions are the penultimate and then last. The “filtered” questions are displayed one at a time on a preview screen for the chairperson, and simultaneously overlaid as text (minus any applied tags) onto the livestream feed for delegates to see and read. The app also allows ad hoc messages to be sent to the chairperson to provide direction, such as “speed-up, 2 mins left” which proved extremely useful in a studio set-up with presenters not comfortable wearing an earpiece.

We are also responsible for ensuring each virtual event is fully accessible, so for a number of them we have also provided live subtitling.

Post event we upload VOD of the event to the virtual hub within a 1 hr window. We also provide TPR with a copy of this for upload to their YouTube channel, along with a full transcription of the event, analytics of live viewing figures, registration analysis and analytics from the website.

The enhancements we have implemented have provided TPR with a huge amount of added value throughout the contract period. All development has been conducted by our in-house digital team at a subsidised rate as part of our commitment to developing an excellent working relationship with a long term client. 

The Result

Since taking over the contract, viewing figures for TPR’s webinars have soared, with interaction from the online audience during the webinars via polling/questions exceeding expectation. Satisfaction rates with the webinar programme consistently achieve over 90% rating.

What did our client say?

I have worked with Glasgows for over three years and have been thoroughly impressed with them. I have never known a company to be so on the ball when it comes to corresponding, I don’t think I have ever had to chase them for information – which in my line of business is unheard of! Glasgows always complete projects on time and within budget, they are constantly striving to improve their products and services to ensure the best user experience. They have implemented some fantastic new features, which our delegates have benefited from, ensuring their registration process is quick, clear and completely user friendly. Our events are always delivered to the up most professionalism, the AV production is always outstanding and the support I receive onsite means I have one less thing to worry about on the day!

Briony Gough

Events Manager – Communications, The Pensions Regulator