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 Editorial Only
Created by Guest
Created on Apr 8, 2021

RELATED REQUESTS

Updates to Amending Home Move Article - One Help

Updated One Help article with the more steps to make sure that when amending all is correct and improving customer journey resulting in less wrongly amended Home Moves

Amending a Home...
Amending a Home Move draft.pptx
 Amending a Home Move draft.pptx
Open full size
Amending a Home Move draft.pptx
  • Attach files
  • Alex Banner
    Reply
    |     Apr 19, 2021
    "[...] it was identified that even when a customer called to amend their appointment in time agents were making errors such as moving the TV but forgetting to move the BBT order, or moving the activation of the BBT but forgetting to amend the cease date. This is an expensive mistake having to re-provision at old address and the customer impact is huge. There is currently no One Help article for Amending a home move so I worked with SME's in Home Move and ORT to put together this article. So a stand alone one help article would be great."

    Is to be built as a standalone Onehelp article.

  • Alex Banner
    Reply
    |     Apr 19, 2021

    Spoke to Nat and Ian about this. Contacted Calum Drury directly for clairifcation on where this will be placed, whether it will be a standalone Onehelp article, or integrated into the existing Home Move flow as agent only material. He forwarded me to the person who analysed the need for the article. Awaiting more info.

  • Mark Kendall
    Reply
    |     Apr 16, 2021

    Liaised with Ian Weatherill who is happy for Alex to build the new agent-only article. Will need to check in with Nat Senior before testing as already multiple tests being run on existing customer Home Move journeys to ensure no overlap that could influence results.