Primary Scope: To ensure Operations staff understand the services we offer to the business and for which we are responsible for.
Secondary Scope: To we have detailed awareness of each service which is live.
Trigger events: A P1 or P2 incident or general questions around service or ownership.
Below table is a brief of our service catalogue in priority order. You will be able to determine who to contact and what systems are affected by an incident. You'll also find the communications distribution groups in the attached spreadsheet.
More granular details can be found in the attached spreadsheet as of 17/11/2021 v0.2 is the live version (some work is out standing).
| SERVICE | Priority (1 - 6) | Description |
Who's Affected? |
Business Impact on Failure |
What's affected if the service is down? | Resolver Group and Account Holders | Operational Hours of Affected Team(s) |
| Daily Disbursement (CPFBACS) | 1 | * Produces daily BACS file as part of disbursement. * CPF - creditor payment files (list of transactions that make up the BACs payments for a given creditor) - Daily & Monthly Summary. * Drops & non-payers (Monthly) - spreadsheets and/or PDFs which contain a list of clients that have been dropped from the plan or have failed to pay in the given month (usually missed 3 payments in the last 12 months). |
CAM, Creditor Relationships | No payments going out to creditors, potential breaches of retaining client money if we go beyond threshold | No payments going out to creditors | Dev Finance | 09:00 - 17:00 Mon - Fri |
| Exchange | 1 | Service for providing email | All Departments | Unable to send or receive emails, comms not going out | Email flow will stop | CWAYS, Infrastructure, Service Desk | 08:00 - 20:00 Mon - Fri, Debt Advice 08:00 - 16:00 Sat, Client Support 09:00 - 14:00 Sat |
| PDD/DDE | 1 | Paperless Direct Debit front end to Webseries for the enduser | CAM, Client Support | Main Direct Debit maintenance system used for the charity to set up/amend client DD's unavailable | PDD, creation and maintenance of client debits | Service Desk, Environments, Infrastructure, Dev Finance | 08:00 - 18:00 Mon - Fri, Client Support 09:00 - 14:00 Sat |
| Pulse | 1 | Telephony and online system to provide full Debt Advice, run Decision Logic and produce client PAPs. Additionally used in early stages of Activations | All Pulse Users | Telephony and Online system to provide full Debt Advice, run Decision Logic and produce Client PAPs. Additionally used in early stages of Activations | Access to Pulse/Pulse reporting | Hannah Fletcher, Team C ([email protected]) | |
| WebSeries | 1 | System for processing direct debit claims and disbursements | Regulatory Finance, Client Support | Unable to complete incoming and outgoing BACS activities | Disbursement | Dev Finance | 08:00 - 18:00 Mon - Fri, Client Support 09:00 - 14:00 Sat |
| Daily Reconciliation/Financial portal | 1 | Used by Finance to reconcile all incoming and outgoing payments on a daily basis. | Regulatory Finance | Breach, unable to complete reconciliations | Unable to reconcile payments | Dev Finance | 09:00 - 17:00 Mon - Fri |
| Barclaycard Portal | 2 | Provides invoices, allows us to check client payments to sync with KeyIVR | Regulatory Finance | Possible breach, no information coming through from clients plans | Unable to receive invoices | Barclaycard | 09:00 - 17:00 Mon - Fri |
| Barclays.net | 2 | Primary online banking platform | Finance, Regulatory finance | Breach, unable to complete reconciliations , day to day internal financial processes | Banking service for client monies | Barclays | 09:00 - 17:00 Mon - Fri |
| Breathing Space | 2 | Service that allows clients 60 day period to relieve pressure from creditors interest or fees on debts | Advisors can't access client data/plans and can't setup accounts. | [email protected] | |||
| CallCopy | 2 | Call recording platform | All Operational Departments | Calls not getting recorded, TLs unable to complete call evaluations | Call recordings and quality monitoring | Service Desk, Prodec ([email protected]) | 08:00 - 20:00 Mon - Fri, Debt Advice 08:00 - 16:00 Sat, Client Support 09:00 - 14:00 Sat |
| DCS | 2 | Budget review tool, client budget & contact storage system. Seen as master copy of client data | CAM, Client Support, Complaints, Correspondence, Customer Services, Debt Advice, Digital Support, Financial Solutions, Ireland and Mortgage, Operations Support, Plan Activations, Plan Referrals, QMT, Real Time, Settlements, DRO Team | Unable to access client data, can't write to Webseries with updates to budgets. Master copy of client data unavailable | DCS application, main respository for client budgets/contact | Dev Client Solutions | 08:00 - 20:00 Mon - Fri, Debt Advice 08:00 - 16:00 Sat |
| KeyIVR | 2 | 3rd Party system used to take debit card payments | CAM, Client Support, Complaints, Customer Services, Ireland and Mortgage, Settlements | Clients unable to complete payments over the phone | 3rd Party system used to take debit card payments over the phone from clients | KeyIVR Support ([email protected]) | 08:00 - 18:00 Mon - Fri |
| Office | 2 | Office 365 apps | All Departments | Teams, Email, Office applications, Word and Excel templates unavailable to open in native apps | Access to Office 365 applications | Service Desk, Infrastructure | 08:00 - 20:00 Mon - Fri, Debt Advice 08:00 - 16:00 Sat, Client Support 09:00 - 14:00 Sat |
| Pulse Chat | 2 | Service to support clients via chat during their Pulse journey | Pull info from AD group | Unable to give full advice on chat function/may lead to more calls | Access to Pulse Chat/Pulse Chat Reporting | Hannah Fletcher, Team C ([email protected]) | |
| RBS Bankline | 2 | Service for VA and Equity Release used to hold the Charity's money, general finance online banking platform | VA, Equity Release, Regulatory Finance | VA and Equity release unable to make payments/release money | RBSBankline Site | RBS Bankline | |
| VipreMail | 2 | 3rd Party email scanning | Users would stop receving external email. | Email flow will stop | Infrastructure, Vipremail | ||
| Client Dissatisfaction Register | 3 | System used to record all client/customer complaints. | All Operational Departments | Unable to access client complaint records | Complaints register access | Dev Client Solutions | 08:00 - 20:00 Mon - Fri, Debt Advice 08:00 - 16:00 Sat, Client Support 09:00 - 14:00 Sat |
| sFTP | 3 | Secure File transfer | External Creditors | Creditors props unable to use service | Can't transfer files securely | Dev Client Solutions | |
| UCM | 3 | Unallocated Client Monies used by Finance to reconcile all incoming and outgoing payments on a daily basis. | Regulatory Finance | Holding area for monies, used by CAM to workout which bank account to allocate money to client | Financial Portal | Dev Finance, Dev client solutions | 09:00 - 17:00 Mon - Fri |
| StarLeaf | 4 | Video conferencing application | Any scheduled/impromptu meetings (primarily used by exec team) would be affected | Video conferencing | Service Desk, StarLeaf Support | ||
| AML SmartSearch | 5 | Anti Money Laundering Service | Plan Activations | Clients unable to start DMP | Users unable to activate clients plans | Dev Client Solutions | 08:00 - 18:00 Mon - Fri |
| ALICE | 6 | notes generator template for DCS | Client support, Advocacy | Advisors rely on the uniform templates this provides, but can still work without it. | ALICE template | Irfan Afsar ([email protected]) | 09:00 - 17:00 Mon - Fri |
| Client Retention | Client Retention app which uses profiling based on their payments to the charity e.g. if payments are missed a letter is automatically sent to the client. Pre-distursement process which allows late payments within a month - queue'd within the application. | Client Support, External Creditors, CAM | Client Retention app which uses profiling based on their payments to the charity e.g. if payments are missed a letter is automatically sent to the client. Pre-disbursement process which allows late payments within a month - queued within the application. | Month end processes for purging and sending reminders to clients. Comms to creditors. | Dev Finance, DBA, Infrastructure | 08:00 - 18:00 Mon - Fri, Client Support 09:00 - 14:00 Sat | |
| Creditor Matrix | Support document for advisors for coding debts | Plan Activations | Arron High ([email protected]) Zahida Tekin ([email protected]) | 08:00 - 18:00 Mon - Fri | |||
| Creditor Web | Allows creditors to make decisions on client debt proposals. Decisions are fed back in to DMS via a batch job. | CAM, Correspondence, Customer Services | Portal unusable. Creditors' decisions are stopped from being fed back in to DMS | CreditorWeb portal unavailable | Dev Client Solutions | 08:00 - 18:00 Mon - Fri | |
| Data Loader | Formats text file inputs for uploading to DMS4 | All DMS users, CAM, Corres, settlements | 1000s of updates to client accounts, including transfers balance updates cannot be processed | Automated process of importing files into DMS | Dev Finance, Paul Marshall | ||
| DCS Comms | Service for sending client/creditor comms | All Operational Departments | Used to send out communications to clients and creditors, props and reprops via PRIME for letters or direct for e-mails. | Comms won't be sent | Dev Client Solutions | 08:00 - 20:00 Mon - Fri, Debt Advice 08:00 - 16:00 Sat, Client Support 09:00 - 14:00 Sat | |
| DLR/TCS | Service used for when clients do split plans | Debt Advice, Scotland Services | No decision logic. | Plan reviews (DLR) | Dev Client Solutions | 08:00 - 20:00 Mon - Fri, Debt Advice 08:00 - 16:00 Sat | |
| DMS4 | Debt history and data store for clients | All DMS Users, Debt Advice, DRO Team | Cannot intergrate with Pulse, Creditor Web, unable to disburse | DMS application, unable to access store of debt balances | Dev Finance | 08:00 to 18:00 Mon - Fri | |
| DMS6 | Debt history and data store for clients for CVPP | CVPP | Cloud Hosted DMS, used to manage CVPP plans | DMS, store of debt balance for CVPP | Dev Finance, CPR | ||
| Docutrieve | Used for scanning documents to clients plans | Plan Activations, CAM, Settlements | Correspondence Scan Utility | Docutrieve application | Dev Client Solutions | 08:00 - 18:00 Mon - Fri | |
| Erik | Tool to update client plan details | IT | Dev Client Solutions | 08:00 - 18:00 Mon - Fri | |||
| Financial Portal | Daily reconciliation/UCM | CAM, CMR | Reconcilation between bank accounts and DMS balances | Daily reconciliation, UCM | Dev Finance | 09:00 - 17:00 Mon - Fri | |
| iFace | DMP reminder tool | Plan Activations | Reminders not being sent out | Follow up system for DMP clients to ready their documentation. Then manage the DMP applications through to DMS. | Dev Client Solutions | 08:00 - 18:00 Mon - Fri | |
| iPortal | Admin interface for Barclays.net | Regulatory Finance | unable to do admin through Barclays portal | Barclays | |||
| Intelliflo | CRM/client data and client facing comms, half of MI comes from it. | Financial Solutions, Mortgage Debt device, Regulatory Finance | Regulatory risk, reports need to go out within 5 working days | Can't search for clients or generate documentation or complete appointments, client contact info is held in IO | Furhan Warner-Malik, Intelligent Office | 09:00 to 17:00 Mon - Fri | |
| KMS | Knowledge Library | Service Desk | |||||
| Lloyds | Service used to hold firm money, general finance online banking platform | Regulatory Finance, Finance | Unable to see bank balances, but don't pay anything from it, so not critical | Lloyds website/portal | Lloyds | 09:00 - 17:00 Mon - Fri | |
| Mitel | Telephony platform | All Ops and Support departments | Unable to receive or make calls to clients | Phone lines inbound and outbound | Prodec ([email protected]) | 08:00 - 20:00 Mon - Fri, Debt Advice 08:00 - 16:00 Sat, Client Support 09:00 - 14:00 Sat | |
| Online Review | A way for clients to manage their DMP online and complete reviews | Clients would be unable to complete reviews via our Website | Online DMP | Dev Client Solutions | |||
| PAALICE | Pre-defined email/notes generator template | Plan Activations | Advisors rely on the templates this provides, but can still work without it. | PAALICE templates | Peter Sears | 08:00 - 18:00 Mon - Fri | |
| Portal | Dev Client Solutions | ||||||
| Priority Arrears Calculator | not client sols | ||||||
| Report Manager | Report Manager | Dev Finance, Dev Client Solutions | |||||
| Sage | Cashbook for all firm internal transactions | Finance | Unable to run or connect to the Sage database | Sage 50 Accounts Data Service | Service Desk, Sage, Finance | 09:00 - 17:00 Mon - Fri | |
| Santander | Online Banking Platform, holding client money | Regulatory Finance | Unable to access client money info to complete reconciliations | Santander Site | Santander | 09:00 - 17:00 Mon - Fri | |
| SFS Calculator | Standard Financial Statement Calculator | client sols??; speak to dev finance, | |||||
| TEDD | DRO chasing system | DRO team (Birmingham) | Reminders not being sent out to clients | Reminders sent to clients to setup DRO | Dev Client Solutions | 09:00 - 17:00 Mon - Fri | |
| TFS | Team Foundation Server |