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

All Requests

Showing 27

New tile on VIP to point to the “VIP marketing page”

need a tile on the VIP page that links to info on what the VIP programme is. Suggesting this is the page that exists but is linked to from current/old homepage
Adrian Hicks over 3 years ago in Digital Service 0 Request on Hold

STS bot questions

To Reduce the handling time of the Agent and to optimise the bot
buvaneswari sundarraj over 3 years ago in Digital Service 0 Request on Hold

Additional statements for the Home Move Web Messaging BOT

If an engineer is required to complete your install, can you please make sure you take all of your Sky equipment with you to your new address apart from your satellite dish. Can you please make sure someone over the age of 18 is at the propert...
Karwan Wilson over 3 years ago in Digital Service 0 Request on Hold

RST Contact Reduction

RST currently received between 3-3.5K calls per week with 80% of these from engineers. CX sprint completed, engineer feedback session and in call surveys. Findings were that over 1K call volume could be prevented per week if advisors had access to...
Guest over 3 years ago in HSS 0 Request on Hold

Mobile Address (HM)

During a HM, linked mobile account address does not change. Currently advisors create an MHR and send this to local support team to visit account and update address when HM has completed. Volume c200 per week. Impact to productivity. RPA Request t...
Guest over 3 years ago in Small Change 0 Request on Hold

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

Sub Address Issues

When an order is placed the Sub-Address is not being captured within orders. This results in equipment & transcomms being issues without full address details, leading to missed deliveries. 200 calls per week. £60K benefit
Guest over 3 years ago in Small Change 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

BOXO

Currently receive 2.7k calls per week in relation to BOXO. Aim to reduce BOXO call volume through the delivery of following fix/enhancements..........CP-18171: Data fix required for active accounts with equipment at non return. CP-18321: Issue ret...
Guest over 3 years ago in Small Change 0 Request on Hold

Repeats Database

Problem Statement •The accessibility team want to make a change to the extreme repeats functionaility to look at 20 alls in 30 days. Currently this is done through batch however we no longer utilise repeats or extreme repeats in the UK. 'As I...
Guest over 3 years ago in Small Change 0 Request on Hold