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

CRF Reduction

We have been reviewing CRF demand with the intent on driving down volumes of weekly CRF's raised. As part of this review we identified a number of 'issues' driving CRF volume in estate each week with no timescale for fix in place. These 6 issues r...
Guest over 3 years ago in Small Change 0 Request on Hold

Mobile SIM activation/port

Problem Statement As part of the Auto-Switch requirements requested by Ofcom, customers are now able to activate their SIM and Port-In their number in a single digital and STAN journey. These processes are currently two separate order managemen...
Guest almost 4 years ago in Digital Service 0 Request on Hold

Sports Cancellations - CRFs

When an advisor is cancelling a Sports package, only Sports HD shows in the basket and the customer continues to be billed after Sports is no longer active. A Kenan fix is required to fix the account. This results in CRFs being raised by advisors ...
John McManus almost 4 years ago in Small Change 1 Request on Hold

STS Incentive Reporting (Messaging)

Colin Dorrance from the incentive team has asked for an AHA request so that the incentive team can start building the incentive reporting now - he is aware we are only trialling messaging but wants to be prepped if the decision is made to go BAU. ...
Guest almost 4 years ago in DTA 1 Request on Hold

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 almost 4 years ago in Digital & Editorial Optimisation 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 almost 4 years ago in UKIS North 1 Request on Hold

Missed Appointments

RPA request to automate the Openreach missed appointment process. Currently manual using 5.6FTE. As well as automating the current process we are looking to deflect missed appointment interactions - allowing customer to re-schedule appointment thr...
Guest almost 4 years ago in Small Change 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 almost 4 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 almost 4 years ago in Digital & Editorial Optimisation 0 Request on Hold

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 almost 4 years ago in Digital & Editorial Optimisation 2 Request on Hold