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)
Test finished awaiting to go into prod, results below: HI All,
Please find the results for the broadband and talk activation page update:
Name
Broadband and talk activation page
Hypothesis
If we amend the broadband and talk activation pages, we will reduce calls into the contact centre and increase transactions
Outcome
TRUE
KPI
Digital transfers
Result
15.84% reduction in digital transfers
18.33% increase in transactions
Benefit
4,953 calls saved/ £27,243 saved per year
Action
Implement test – 100% in Optimizely until implementation
Owner
Charlotte Robb
More Details
See PDF
Amending the broadband and talk activation pages to make the copy more streamlined and less of it on the page has significantly reduced calls and significantly increased transactions which is people self serving online.
Nice work!
Thanks
Test live - 20th April
Charlotte Robb is now working with Simplification Squad to get this test built.