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

Small Change

Showing 9 of 51

Mobile Address (HM)

During a HM, linked mobile account address does not change. Currently advisors create an MHR and send this to local support team to visit account and update address when HM has completed. Volume c200 per week. Impact to productivity. RPA Request t...
Guest over 3 years ago in Small Change 0 Request on Hold

Sub Address Issues

When an order is placed the Sub-Address is not being captured within orders. This results in equipment & transcomms being issues without full address details, leading to missed deliveries. 200 calls per week. £60K benefit
Guest over 3 years ago in Small Change 0 Request on Hold

BOXO

Currently receive 2.7k calls per week in relation to BOXO. Aim to reduce BOXO call volume through the delivery of following fix/enhancements..........CP-18171: Data fix required for active accounts with equipment at non return. CP-18321: Issue ret...
Guest over 3 years ago in Small Change 0 Request on Hold

Repeats Database

Problem Statement •The accessibility team want to make a change to the extreme repeats functionaility to look at 20 alls in 30 days. Currently this is done through batch however we no longer utilise repeats or extreme repeats in the UK. 'As I...
Guest over 3 years ago in Small Change 0 Request on Hold

CRF Reduction

We have been reviewing CRF demand with the intent on driving down volumes of weekly CRF's raised. As part of this review we identified a number of 'issues' driving CRF volume in estate each week with no timescale for fix in place. These 6 issues r...
Guest over 3 years ago in Small Change 0 Request on Hold

Sports Cancellations - CRFs

When an advisor is cancelling a Sports package, only Sports HD shows in the basket and the customer continues to be billed after Sports is no longer active. A Kenan fix is required to fix the account. This results in CRFs being raised by advisors ...
John McManus over 3 years ago in Small Change 1 Request on Hold

Missed Appointments

RPA request to automate the Openreach missed appointment process. Currently manual using 5.6FTE. As well as automating the current process we are looking to deflect missed appointment interactions - allowing customer to re-schedule appointment thr...
Guest over 3 years ago in Small Change 0 Request on Hold

CR - Removal of the ability to replace Hubs through AVTV

This is a request to change the ability for Hubs to be replaced through AVTV. £800K benefit for this and agents will still be able to replace through other means. All is detailed within the CR request form
Calum Drury over 3 years ago in Small Change 0 Request on Hold

Blocking of Same Skill Transfer - CTTRG-107 (Restrict Same Skill transfers)

Context Transfer routes into Billing & Upgrades should be removed or blocked entirely however with pop up process / info in place to help advisors acclimatise to the change in system/process. Ability to complete a Same Skill Transfer should be...
Calum Drury over 3 years ago in Small Change 0 Request on Hold