We’ve heard your feedback on how we could improve our escalations section on the Service Provider (SP) website as it’s a key page for provisioning staff – the page layout, placement of key buttons, links weren’t obvious and the escalations ‘app’ tricky to navigate. In particular, the wording of ‘app’ was confusing, and the flow was making it difficult for users to quickly find the info they need as there were multiple pages and steps required for escalations.

Escalations process improvements:   

• Everything related to escalations is now in one central place on our Service Provider website – no more separation between webpages and the ‘app’.
• From this landing page users can now get to the specific escalations they are looking for in a couple of clicks. And if they don’t find what they are looking for on the first try, they can see where they started from and where they are contextually within the framework. No more having to backtrack between 3-4 sets of tiles.

If you and/or your agents have bookmarked the previous Escalations "app" on your/their phones, please ensure you bookmark the new page. 

Note: This page will be further updated, if required, to reflect the TCF Vulnerable End User Code once that document is finalised. 

Contact

We appreciate your ongoing support and involvement in our SP website feedback. Please get in touch directly with your account team for any feedback or queries.