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)


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Status Completed / Now Live
Categories Digital & Editorial Optimisation
Created by Calum Drury
Created on Mar 22, 2021

RELATED REQUESTS

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 reviewed the flow and article, and have made some amendments, whilst also setting up a startup call with Ian Wetherill, to see what changes we can make.


We propose, moving away from accordions, to a tile based article and using words detailed in the attached pack such as "overdue balance" rather than Debt.


Also just round about making it more clear to follow, there is a pack attached with what we would like to see



Digital Custome...
Digital Customer Journey - Difficulty Paying.pptx
 Digital Customer Journey - Difficulty Paying.pptx
Open full size
Digital Customer Journey - Difficulty Paying.pptx
  • Attach files
  • Natasha Senior
    Reply
    |     May 25, 2021

    Simplification squad are going to review the reinstate journey in My Account to suggest test ideas for there.

  • Natasha Senior
    Reply
    |     May 14, 2021

    Hi All,

    Please find the results for the debt and management article amends, where we updated the content and changed the layout:

    Name

    Debt and management article amends

    Hypothesis

    If we amend the debt and management article to make it simpler and easier for customers, we will reduce calls into the contact centre

    Outcome

    FALSE

    KPI

    Digital transfers

    Result

    Variation 1

    8.86% increase in digital transfers

    No significant difference in customers reinstating bill

    No significant difference in customers paying their bill

    No significance to people answering difficult/very difficult in survey

    Variation 2

    No significant difference to digital transfers

    No significant difference in customers reinstating bill

    16.95% reduction in customers paying their bill

    70.61% increase in people answering difficult/very difficult in survey

    Action

    Test Paused

    Owner

    Ian Weatherill

    More Details

    See PDF

    Changing the debt and management article has increased calls to the contact centre and made no actually difference to customers reinstating their account or paying their bill and in variation 2 actually reduced the amount of customers paying their bill.

    Looking into the feedback, I think the issue is the reinstate journey itself, customers have to pay in full and they have to set up a new regular payment option. This might not be an option for a lot of customers, hence they would rather speak to advisor to set up a payment plan etc.

    Due to this, this test has been paused.

    Thanks