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 30

Messaging Pod Active on Help

Problem Statement - We have 3 journeys which drive around 4k calls per week. These calls are very transactional and we want to move these online. As a first phase tactical solution we want the below 3 journeys to end in messaging. Replace Remote 1...
Guest over 3 years ago in Digital & Editorial Optimisation 3 Completed / Now Live

Debt/Reinstate article wording changes and redesign

Currently we have 6k per week calls that leak from Digital on this article - https://www.sky.com/help/home/your-account/account-my-bills-and-payments/difficulty-paying/billing-and-debt-management/articles/billing-and-debt-management We have review...
Calum Drury over 3 years ago in Digital & Editorial Optimisation 2 Completed / Now Live

Create an article for Sky Business Comms which is launching on Weds

Create an article for Sky Business Comms which is launching on Weds, so that if customers search for it (new brand name to be announced at launch on Weds) the article points them to https://b2b.sky.com where they can get more info and the differen...
Adrian Hicks over 3 years ago in Editorial Only 0 Completed / Now Live

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

Sky ID - Digital Copy Changes

We know that around 2k customers call us per week relating to unlinking of My Sky ID. We want to make the troubleshooting steps clearer for customers online while also providing the same consistent journey for Advisors. Why? - To be clearer online...
Guest over 3 years ago in Editorial Only 1 Completed / Now Live

Replace Remote Control Online

We know that 2.3k customers call us per week to replace their remote control. The customer goes through online troubleshooting to then be presented with a "Contact Us" for each of the journey outcomes. We want to move this process online by creati...
Guest over 3 years ago in Digital Service 0 Completed / Now Live

Replace Router Online - Kana & Eligibility ((Reduce BB Digital Transfers (FAV))

FAV gives outcomes of "Contact Us" which drive around 11k calls per week. Insight tells us that around 2.5k of these are relating to Replace Router. We have a successful AB Test complete around ensuring the Troubleshooting online for customers is ...
Guest over 3 years ago in Digital Service 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