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

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Escalate to Network - Talk Faults Only (Reduce BB Digital Transfers (FAV))

We know that around 1.2k calls per month for customer who are experiencing an issue with Sky talk. Particularly in the "Cant make some call" & "Cant receive calls". We want to make these specific journeys fully online for our customers. This w...
Guest over 3 years ago in Digital & Editorial Optimisation 0 Completed / Now Live

Reduce "call expectation text" in all gatekeeper contact pods

Reduce "call expectation text" in all gatekeeper contact pods - currently mention prioritisaing from online, queue times for social distancing, being kind to advisors etc. Just need to shorten and simplify
Adrian Hicks over 3 years ago in Digital & Editorial Optimisation 0 Completed / Now Live

Update OneHelp to align with new MySky structure

Need to update OneHelp for new MySky structure eg MyAccount will no longer exist, all Intent Areas will be accessible from sky.com homepage, Order Tracking and VIP now accessed from the masthead not in My Account as was etc.
Adrian Hicks over 3 years ago in Digital & Editorial Optimisation 7 Completed / Now Live

Request to update Broadband Activation Landing Pages

Updates to the Broadband Landing page - https://www.sky.com/help/articles/sky-broadband-and-talk-remote-activation Discussion already been had with Charlotte Robb, and requesting this for AHA visibility Aiming to reduce calls (TBC volume)
Guest over 3 years ago in Digital & Editorial Optimisation 3 Completed / Now Live