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

Digital & Editorial Optimisation

Showing 12 of 51

Master Socket Relocate

Currently there is no information online about booking/amending a Master Socket Relocate appointment. Looking to publish a help article that mirrors One Help content and allows customers to complete these actions online removing the need to call f...
Guest over 3 years ago in Digital & Editorial Optimisation 0 Promoted to Digital Editorial Optimisation Roadmap

Update fields in complaints kana form

Improving form will give us better visibility of what the complaint relates to and facilitate use of the dialler, reducing lengthy prep time.
Olivia Mitchell over 3 years ago in Digital & Editorial Optimisation 0 Promoted to Digital Editorial Optimisation Roadmap

Making online complaints easier

From previous data that we have reviewed we believe that we can make it easier for customers to understand that when completing the email option in the "How to make a complaint to Sky" article, the on line form is actually sending Sky an email. We...
Guest over 3 years ago in Digital & Editorial Optimisation 1 Promoted to Digital Editorial Optimisation Roadmap

Dynamic Warm Welcome Page

We would like to create a dynamic warm welcome page - which will encompass the current BB and TV warm welcome pages. Giving the customer a tailored experience based on which product they have, and allowing them to see this dynamically based
Calum Drury over 3 years ago in Digital & Editorial Optimisation 0 Awaiting Estimates by Delivery Team

Warm Welcome (Home Move)

We currently have Warm Welcome created for TV, BB&T with Mobile in development. After the success of BB&T there is appetite to use this format in Home Move to help with repeats. Key call drivers are: Billing Home Move Poor Service Provisio...
Guest over 3 years ago in Digital & Editorial Optimisation 0 Request on Hold

Warm Transfers (Agent to Agent) & (Digital to Agent)

We want to expand the warm transfers that have previously discussed with Naz and Louis to include Agent to Agent transfers. This predates Aha requests and already lots of discussions around warm transfers etc.
Guest over 3 years ago in Digital & Editorial Optimisation 1 Request on Hold

Contain Sim Activation Online

Based on previous work we know that we have a large portion of customer that are unable to activate there sim online and ultimately have to contact us to activate. We want to contain digital drop out by allow all customer to remotely activate ther...
Guest over 3 years ago in Digital & Editorial Optimisation 0 Request on Hold

Manage Expectations (Reduce BB Digital Transfers FAV)

We know that FAV gives outcome of Manage Expectations on average of 3.5k per week. This is overlaid in digital by contact us. We want to review the outcomes that are presented and in particular the screens customers will see. This drives calls int...
Guest over 3 years ago in Digital & Editorial Optimisation 0 Promoted to Experimentation Team Roadmap

New SMS for IVR Deflection for Replace Remote

Currently we have requested a new IVR strand for replace remote to soft deflect into digital. For this we want a new SMS created, instead of the standard one that sends them to the TV page. It currently says this - Hi. Thanks for contacting Sky. F...
Calum Drury over 3 years ago in Digital & Editorial Optimisation 2 Request on Hold

Re-instate SMS sent to AVS drop out customer

We have a separate request submitted to add an SMS option in AVS for customers who would prefer to reinstate there account online. We want to go a little further in this one and send the same SMS to customers who abandon after the intent is establ...
Guest over 3 years ago in Digital & Editorial Optimisation 2 Awaiting Estimates by Delivery Team