Changes have been made recently to the way URL Redirects and Vanity URL requests are submitted. Previously both of these were requested using a single complex form with no explanation to users on the difference between a URL redirect and a Vanity URL.
We found this was causing confusion and resulted in phone calls to ServiceLine for advise causing extra workload. Between 1st May and 31st July 2018 59% of requests submitted resulted in a phone call to ServiceLine for advise and assistance.
This form has now been split into two new forms :-
- Vanity URL form
- URL Redirect Form
These forms now only request information related to that particular request rather than the user having to choose themselves what is appropriate and what isn’t. They also contain more user friendly information on what that type of request actually is so they can ensure they are submitting the correct form.
Since this change has been made 8% of requests submitted resulted in a phone call to ServiceLine for advise and assistance which i’m sure you will agree is a big reduction.
These forms can be found on the ServiceLine Self Service Portal under ‘IT Requests ’.