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 Request Cancelled
Categories Digital Service
Created by Guest
Created on Jul 21, 2021

RELATED REQUESTS

Request to re-introduce the complaints button to Sky.com

This change is required so that we can minimise the effort required by the customer when they are looking to raise a complaint. As business we want to make the complaint button easily available so our customers do not need to spend time searching for it. As per the Customer Journey tracking and CSI - our customers tell us that ease of complaining online is a sticking point for them so we want to make it as easy as possible for customers to get help when they need it.

This service was trialled the latter part of 2020 into the early part of 2021 and generally concluded that there was no overall adverse impact to the business. This trial was only delivered to 20% of the customer base, this time we would like to deliver it to 30% with a view to increasing by 20% every two weeks depending on data/impact.

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  • Lois Oliver
    Reply
    |     Aug 3, 2021

    03/08 - Working through test idea to add a button to Complaints Code of Practice page, as we have data to support 40-50% of customers landing there that click 'complaints' in the .com footer. Hypothesis is that by making the route to actually make a complaint more prominent, this will make it easier for customers and there will be more click throughs

  • Lois Oliver
    Reply
    |     Aug 3, 2021

    22/07 - Meeting held to discuss request today, data needed to help formulate ideas and options to address the problem of customers having minimal steps to take to complain online. Aiming for insight to be completed by 06/08