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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)


Status Completed / Now Live
Created by Daniel Cain
Created on Apr 30, 2021

Sky ID Test - Relocated to drive volume

We have just completed a successful AB test with Sky ID copy changes. The results show that this helps our customers to self serve online however the volume of traffic is low.


We want to explore this test further and encourage customers to use these flows to resolve any Sky ID issues. around 12,000 customers interact with these pages over the last quarter.


Our initial thoughts would be to have it present on the main page of help so it is easier to find. Also look at deflection through IVR etc.


Scope - We have an article that helps customers to self serve online, we now want to drive volume to this area.

UPDATE - 09/06

We want to move the unlink section to the beginning of the Sky ID journey for customers to access easier.


Move this section - https://www.sky.com/help/diagnostics/sky-id/i-have-a-sky-id-but-cant-access-all-my-services


to here - https://www.sky.com/help/diagnostics/sky-id/sky-id


Also there seems to be an extra click to get to main page. Is there a possibility of removing the need to select Sky ID twice before the main help appears.


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  • Natasha Senior
    Reply
    |
    Jun 29, 2021

    test live