CSG - SINGLE FRONT DOOR WORK REQUESTS PORTAL

CSG New Work Requests

Is a new portal to request work from our Delivery Teams. Aim is to centralise the process to collate, store, prioritise and assign Delivery partners.


Please use this form to submit your NEW work requests. Types of requests you can submit:

New Editorial Only Requests

Digital Service Work - delivered by Digital Service/LABs Development teams

UKISN Technology Work


Please remember the SLA's below:

Editorial only

SLA 1 day

Small Change - up to 2 days

Medium Change - up to 7 days

Large Change - up to 10 days


Digital Service/DC Labs

SLA is 10 days to confirm lead times for delivery post sizing

XS - 2 weeks

S - up to 4 weeks

M - up to 8 weeks

L - up to 12 weeks

XL - more than 12 weeks


UKISN/SNS

SLA can be up to 21 days to confirm lead times for delivery post sizing

TBC - case by case

(We will contact requester for further information)


ADD A NEW WORK REQUEST

UKIS North

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Advisor Notifications

There are 10K CRF's raised each week, currently there are no in app advisor notification that exist to alert advisor that CRF has an update/has been resolved. Analysis has shown that for 30% of the weekly CRF's advisors are entering OB aux to chec...
Guest over 3 years ago in UKIS North 0 Request on Hold

Replacement Remotes

We currently issue c.2,300 replacement Sky Q remote controls per week, driving 119,600 calls per year into contact centres as no self-service journey exists. Analysis shows that 30% of our customers should be charged for replacement but due to con...
Guest over 3 years ago in UKIS North 0 Request on Hold

Restricted Accounts

x4 Restricted accounts banners that fire x2.5K per week in service. These banners provide no signposting to the department that should handle/is managing account. Advisors unsure of how to help/where to direct customer. Impact is generally on AHT ...
Guest over 3 years ago in UKIS North 1 Request on Hold

Automation of Advisor Notes

We want to automate the notes completed by advisors during direct sessions in Stan and MHR. There is multiple call types that require Advisors to update Stan and MHR which increase AHT. Automating this process with predefined call types will reduc...
Guest over 3 years ago in UKIS North 2 Request on Hold

Enable customers to check BB order status online

We know around 4.4k customers call us per week relating to an update on there BB order. Split between - Call after SMS / Email, Progress Update. We want to allow live tracking so our customers can stay up to date on the progress of there order so ...
Guest over 3 years ago in UKIS North 0 Request on Hold