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 - to discuss to talk through next steps
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
Test live 25th May - Need to loop John McKenzie in on the results