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

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

Optimise Home Move Booking screens

We want to fully optimise the process screens in Stan when an advisor is booking a Home Move visit. The process is long and increases AHT, we believe this process can be streamlined to reduce advisor and customer effort. This will reduce call time...
Guest over 3 years ago in Digital & Editorial Optimisation 1 Request on Hold

Billing and Offer screen changes

Enhance Billing screens in Shop to save time in call, enable advisors to give more accurate billing info and reduce customer repeat contact. This programme has previously been reviewed by UKIS however it did not make the final 2021 workstack after...
Guest over 3 years ago in Transcomms/Billing 1 Request on Hold

Automation of Advisor Notes

We want to automate the notes completed by advisors during direct sessions in Stan and MHR. There is multiple call types that require Advisors to update Stan and MHR which increase AHT. Automating this process with predefined call types will reduc...
Guest over 3 years ago in UKIS North 2 Request on Hold

Enable customers to check BB order status online

We know around 4.4k customers call us per week relating to an update on there BB order. Split between - Call after SMS / Email, Progress Update. We want to allow live tracking so our customers can stay up to date on the progress of there order so ...
Guest over 3 years ago in UKIS North 0 Request on Hold

Blocking of Same Skill Transfer - CTTRG-107 (Restrict Same Skill transfers)

Context Transfer routes into Billing & Upgrades should be removed or blocked entirely however with pop up process / info in place to help advisors acclimatise to the change in system/process. Ability to complete a Same Skill Transfer should be...
Calum Drury over 3 years ago in Small Change 0 Request on Hold

New Sales Online Engineer Booking Journey

We know 5,000 customers join Sky by booking online. We currently only ask 2 / 3 questions around the customers property type. We want to ensure that the correct engineer is booked with the correct skill set right first time. Home Service see aroun...
Guest over 3 years ago in HSS 0 Request on Hold

Update TV on Billing Hub to be TV & Broadband if not SOIP

Update TV on Billing Hub to be TV & Broadband if not SOIP, to be more accurate and make it obvious where the broadband bill is
Adrian Hicks over 3 years ago in Digital Service 3 Request Declined

MySky Digital Service Intent snagging list

Building list of MySky snags outside of the Level 0 homepage https://skyglobal.sharepoint.com/:w:/r/sites/Self-Service-AssistedService/Shared%20Documents/General/MySky%20Snag%20List.docx?d=wc66166d9289048af9f97467864b39dc4&csf=1&web=1
Adrian Hicks over 3 years ago in Digital Service 0 Promoted to Product Backlog (DS)

Review Editorial Layers to see where need updating/ adding

Review all editorial layers - search terms that give promoted answers like "Broadband" to ensure they show the right and all relevant customer options eg "Broadband" has been changed to remove Test BB and only Ultrafast is there. I am happy to be ...
Adrian Hicks over 3 years ago in Editorial Only 2 Promoted to Digital Editorial Optimisation Roadmap