Technical terms

Technical terms that some of our teams might use when talking about a specialist area of the charity like IT or business information.

• API - Application Program Interface – a procedure that can pass data to and from a particular software application’s database
• CBA - Cost Benefit Analysis – a report which looks at how much a project costs versus what the benefits are 
• CPD - Client Payment Database. The in-house application that formats the various payment files so that they can be imported into DMS Solutions to update clients’ balances. 
• BACS - Creditor Payment Files for creditors paid through BACS. The in-house software that manages direct credits and FSC contributions through BACS. 
• CRM - Customer Relationship Management System – the system used to record information about clients DL - Decision Logic – - A logic ‘engine’ with defined rules that determine which solutions are suitable for the client 
• DMS - Debt Management System. Software from Cooperative Processing Resources (CPR) that is used to maintain payments made by clients and payments made to creditors. 
• Client Journey – a team working to manage and improve the client experience. 
• CWS - Client Web Services (online DMP / online review). This is NOT CreditorWeb (see WSS). 
• Decision Logic for Review – DLR - The decision logic tool used internally for re-advising clients over the telephone, which includes online review clients who we direct to the telephone process. It looks like TCS. 
• I-Face - system to follow up on clients that have only returned some of their paperwork.
• IVR - An interactive voice response (IVR), which the client hears when they call us. We pre-record messages to inform or instruct the client before they get through to an advisor. 
• LMS - Learning Management System – ours is called Mylo. 
• JUT - Joined Up Technology. This is a system to log bugs found when testing during a project .
• PEGA/Pulse - Used almost interchangeably, the system to replace core legacy systems. PEGA is the company that built it, Pulse is the system.
• Webseries – The system that integrates with PDD, and sends BACs payments to creditors .
• WSS - WebSite Services (Creditor Web) which our partners use to approve DMP proposals.
• RACI - Responsibility Assignment Matrix – Responsible, Accountable, Consulted, Informed RFI - Request for Information RPA - Robotic Process Automation – automation of manual activity.
• TCS - The Counselling System. Our internal system to support first time debt advice in the telephone process. 
• VPN - Virtual Portal Network for logging in from home. 
• UAT - User Acceptance Testing.
• UI - User interface.
• UX - User experience.