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

Digital & Editorial Optimisation

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Include links to relevant help articles on complaints page

About 60% of customers navigate to the online complaints page direct from google and will not have looked at any relevant help articles. Many that go onto submit a kana complaint form have technical queries that could have been helped by looking a...
Olivia Mitchell over 3 years ago in Digital & Editorial Optimisation 0 Completed / Now Live

Sky IDM Journey into Messaging

We want to trial Messaging on Sky ID journey, rather than giving the customer the option to call us. This will also free up the leader support line. All journeys lead into this page https://www.sky.com/help/expert/diagnostics/sky-id/sky-id We want...
Calum Drury over 3 years ago in Digital & Editorial Optimisation 0 Completed / Now Live

FURL Creation for Engineer Visits Transcomms

Would like your support to raise an AHA change request into Digital to create a FURL for https://www.sky.com/help/articles/visits-and-orders-covid-19 landing page, so that I can use this in engineer visit trans comms. Currently, customers are b...
Guest over 3 years ago in Digital & Editorial Optimisation 1 Completed / Now Live

Warm Welcome (Mobile)

We know that we have seen success in Warm Welcome with TV and BB & Talk. We now want to create the same process for Mobile. 319k of our customer’s call back within 7 days with a question around billing. 17k of mobile sales repeat calls are li...
Guest over 3 years ago in Digital & Editorial Optimisation 0 Completed / Now Live

Home Move - Messaging Booking Trial

We have been asked by the relevant stakeholders to now submit request for messaging trial in Home Move. Lynn Hislop for messaging has been engaged along with Gavin Simpson for Bot. Our aim is to open up messaging booking for customers in Home Move...
Guest over 3 years ago in Digital & Editorial Optimisation 2 Completed / Now Live

Order Tracking Equipment Replacement - Remove Contact Number

When a customer orders a replacement piece of equipment online or direct they get this information in order tracking. I have attached an image of the screen customers see, this is for a replacement remote control. Over the last 8 weeks we have had...
Guest over 3 years ago in Digital & Editorial Optimisation 0 Completed / Now Live

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 the...
Daniel Cain over 3 years ago in Digital & Editorial Optimisation 1 Completed / Now Live

Moving new BT Sports Article from My Account to Help TV section

We have made a new BT sports landing page, and would like to test it in a new area of the website. Url is here https://www.sky.com/help/articles/bt-sport-help We would like this under both Sky Q and Sky Classic to get more hits on the page and mor...
Calum Drury over 3 years ago in Digital & Editorial Optimisation 3 Completed / Now Live

Messaging Pod Active on Help

Problem Statement - We have 3 journeys which drive around 4k calls per week. These calls are very transactional and we want to move these online. As a first phase tactical solution we want the below 3 journeys to end in messaging. Replace Remote 1...
Guest over 3 years ago in Digital & Editorial Optimisation 3 Completed / Now Live

Debt/Reinstate article wording changes and redesign

Currently we have 6k per week calls that leak from Digital on this article - https://www.sky.com/help/home/your-account/account-my-bills-and-payments/difficulty-paying/billing-and-debt-management/articles/billing-and-debt-management We have review...
Calum Drury over 3 years ago in Digital & Editorial Optimisation 2 Completed / Now Live