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 Subscribe
Status Completed / Now Live
Categories Digital & Editorial Optimisation
Created by Calum Drury
Created on Apr 20, 2021

RELATED REQUESTS

Moving new BT Sports Article from My Account to Help TV section

We have made a new BT sports landing page, and would like to test it in a new area of the website.


Url is here https://www.sky.com/help/articles/bt-sport-help

We would like this under both Sky Q and Sky Classic to get more hits on the page and more accessible and run a test on this. We would like it in the boxes after you click on either Sky+ or Sky Q

  • Attach files
  • Natasha Senior
    Reply
    |     May 25, 2021

    Alex to build for A/B test

    Plan to remove the content created for this test and use the orgianl article and amend - https://www.sky.com/help/articles/get-bt-sport-on-sky


    Plan:

    1) Amend title of article to be more BT general not just selling. Possible look at the order of content and try to streamline it,

    2) Amend gatkeeper - create a version for the following scenarios:

    • If they have bought BT sports through BT contact them

    • If they have bought it through Sky push them the online message tool

    • If they are wanting to buy Sky Sports send them to the customer hub

  • Natasha Senior
    Reply
    |     May 25, 2021

    Hi All,

    Please find the results for adding a BT sports section to the TV help area:

    Name

    Adding BT sports to TV help area

    Hypothesis

    If we create new content about BT sport that sits within TV help, we will reduce calls into the contact centre.

    Outcome

    FALSE

    KPI

    Digital transfers

    Result

    16.85% increase in digital transfers

    Action

    Test Paused

    Owner

    Jen Tierney

    More Details

    See PDF

    Adding the BT sport content within TV help area has significantly increased calls in the contact centre.

    The button to get to the content has very little interaction with only a 0.74% click through rate, which is slightly better than the 0.42% CTR we saw when we ran this test in My account. However again this isn’t the right area for this content and the people who interact with the content are more likely to call.

    As mentioned yesterday, I’ll put in some time to go through these results and next steps.

    Thanks

  • Natasha Senior
    Reply
    |     Apr 30, 2021

    Test live 30th April