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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 Request on Hold
Categories Digital Service
Created by Guest
Created on Jul 1, 2021

Mobile SIM activation/port

Problem Statement

As part of the Auto-Switch requirements requested by Ofcom, customers are now able to activate their SIM and Port-In their number in a single digital and STAN journey.

These processes are currently two separate order management flows that has dependencies on the allocation of a temporary Sky MSISDN to progress the port-in process.

The digital journey for this new capability is presented to the customer as a near real time journey and presented with a progress bar holding page until the SIM Activation and Port-In orders are fully complete. Activation orders often take longer than 60 seconds and present the customer with time-out error page. As a result, the Port-In request may never be submitted.

Error messages and the customer call-to-action have been improved, to prevent customers retrying, but this still remains a poor customer experience. This will be especially impacted during outage windows, or during peak order management periods.

Customers are also offered a temporary Sky MSISDN which is confusing to the customer and quarantined for 6 months when port-in is complete, wasting our number inventory.

Request

Develop a digital request based customer journey with transcomms confirming completion vs real-time.

Single Order Management process that can mange SIM Activation and Port-In together for improved error handling.

Remove the need for provisioning the SIM with a temporary Sky MSISDN and only activate the SIM once port-in is complete, the next working day.


CR previously submitted 2020, IA submitted to UKIS (Justin) Feb 2021

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