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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 Awaiting or In Live A/B Test
Created by Guest
Created on May 4, 2021

TV Tech T/S ending in Virtual Service Visit

We have identified 3 troubleshooting journeys that allow customers to book an engineer visit online. There is troubleshooting steps that can be added to improve the self serve options online.


We also want to end each of these journey with the option to request a virtual service visit.


Attached are the journeys we will be looking to optimise.


Owner will be Olivier Mitchell

  • Attach files
  • Natasha Senior
    Reply
    |
    Jul 7, 2021

    Test finished - to discuss to talk through next steps

  • Natasha Senior
    Reply
    |
    Jul 7, 2021

    Hi All,

    Please find the results for adding a static number to the end of help journeys where ‘booking an engineer’ was offered and adding the same static number to the beginning of the NSS book an engineer journey:

    Name

    Virtual engineer number

    Hypothesis

    If we add a static number to the beginning of the NSS journey, we will reduce the amount of total engineer bookings.

    Outcome

    TRUE

    KPI

    Engineer bookings, digital transfers

    Result

    27% increase in digital transfers

    26% reduction in online engineers booked

    66% increase in engineers booked via an agent

    5.43% reduction in engineers being booked across the whole estate

    Action

    Test paused

    Owner

    Tom Brook

    More Details

    See PDF

    Overall as expected there was a 27% increase in digital transfers and a 26% reduction in engineers being booked online which lead to a 66% increase in agents booking engineers

    We managed to get the data to show us the difference between all engineer bookings online and via an agent in both the control and the variant and this is where we saw a reduction of engineers being booked across the whole estate. What we need to do now is ensure that the reduction in engineers booked across the whole estate outweighs the increase in calls.

    We’ll discuss this result in this weeks catch up in more detail.

    Thanks

  • Natasha Senior
    Reply
    |
    May 25, 2021

    Test live 25th May - Need to loop John McKenzie in on the results