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 51 of 51

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 over 3 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 over 3 years ago in Small Change 0 Request on Hold

Openreach Cancel Deflection in AVS

All engineer visit cancellations are now routed from the IVR into AVS to complete the action. AVS currently doesn't have the capability to cancel these visit but there is a online journey that can make this process really easy for our customers. W...
Guest over 3 years ago in Digital Service 0 Awaiting Estimates by Delivery Team

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

Book Tv Visit - Online Journey

We know that around 2000 service visits are booked online each week. We want to offer 50% of the customers that come through the below link the ability to have a virtual service visit. https://www.sky.com/help/book-tv-visit/ We want to include poo...
Guest over 3 years ago in Digital Service 2 Request Cancelled

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

CR - Removal of the ability to replace Hubs through AVTV

This is a request to change the ability for Hubs to be replaced through AVTV. £800K benefit for this and agents will still be able to replace through other means. All is detailed within the CR request form
Calum Drury over 3 years ago in Small Change 0 Request on Hold

Home Move Online Booking (inc. for Staff)

*Rich Hagerty Update 16th November* Requirement updated to be creation of an online Home Move journey for both customers and staff. Original requirement was... We know that there is an online booking journey for Home Move created by DC Labs. We wa...
Guest over 3 years ago in Digital Sales / DC Labs 0 Awaiting Review by Relevant Team