Customer Relationship Management

Roedd y cais yn llwyddiannus.

Dear Ryedale District Council,

I am currently conducting research for a Masters Degree in Computing, and kindly request you respond to the questions below, under the Freedom of Information Act.
If you cannot provide an answer to one question, please state so and respond to the others.
Q1. What is the full official name of the Authority?
Q2. How large is the Authority in terms of population?
Q3. How large is the Authority in terms of geographical boundaries?
Q4. How many information systems / databases does the Authority use?
Q4a. How many of those are stand-alone (i.e. do not interact with any other information system)?
Q4b. How many of those interact with at least one other system (e.g. using API calls)?
Q4c. Are the systems mainly centered around Residents or Properties?
Q5. What services are provided to Residents by the Authority (e.g. Taxi Licensing, Waste, Education, Planning Applications, etc.)
Q6a. Does the Authority have an online portal for Residents?
Q6b. If it does, what is the uptake (as a percentage) across the authority?
Q7b. What is the uptake by residents as a percentage within the authority?
Q7. What percentage of services in Q4 are accessible to Residents online using Single Sign On (SSO) on the portal?
Q8. What was the Authority’s annual spend for 2017-18?
Q9. What was the Authority’s annual spend for 2017-18 for software licensing?
Q10. What was the Authority’s annual spend for 2017-18 for payroll of employees, agency staff, and contractors?
Q11. Does the Authority use a Customer Relationship Management (CRM) System?
(if Yes answer Q12 and Q14, if No answer Q13)
Q12. If the Authority has a CRM system:
Q12a. When did the CRM system go Live?
Q12b. How long did the implementation take?
Q12c. What were the main obstacles encountered to the implementation? (See "CRM Challenges" below, please state all that apply)
Q13. If the Authority does not have a CRM system:
Q13a. Has the implementation of a CRM ever been considered?
Q13b. If Yes to Q13a., what were the reasons for not proceeding? (See "CRM Challenges" below, please state all that apply)
Q13c. Has the implementation of a CRM ever been planned or undertaken, but subsequently abandoned?
Q13d. If Yes to Q13c., what were the reasons for the failure of the project? (See "CRM Challenges" below, please state all that apply)
Q14. Are the IT systems centred primarily around Residents or Properties?
CRM Challenges
Integration of different data sources into a single system
Training users to effectively use the solution
Participation of different departments within the authority
Integration with existing back-office applications
Promoting Usage
Funding
Other (please specify)

Yours faithfully,

Baptiste GC

foi, Ryedale District Council

1 Atodiad

Please find attached an acknowledgement letter in response to your recent
Freedom Of Information request.

 

Freedom of Information

Customer Services

Tel:  01653 600666

[1][Ryedale District Council request email] | [2]www.ryedale.gov.uk

Ryedale District Council | Ryedale House | Malton | North Yorkshire | YO17
7HH

Connect with the Council: [3]Twitter | [4]YouTube | [5]Facebook |
[6]Flickr

 

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foi, Ryedale District Council

1 Atodiad

Please find attached the response to your recent Freedom Of Information
request.

 

Freedom of Information

Customer Services

Tel:  01653 600666

[1][Ryedale District Council request email] | [2]www.ryedale.gov.uk

Ryedale District Council | Ryedale House | Malton | North Yorkshire | YO17
7HH

Connect with the Council: [3]Twitter | [4]YouTube | [5]Facebook |
[6]Flickr

 

This Email may contain information which is confidential, legally
privileged and/or copyright.  This Email is intended for the addressee
only.  If you receive this in error, please contact the sender and delete
the material from your computer

 

 

 

[7]Don't Be A Waster Campaign

Access your council services online, 24 hours a day, 7 days a week at
[8]www.ryedale.gov.uk

This Email, and any attachments, may contain Protected or Restricted
information and is intended solely for the individual to whom it is
addressed. It may contain sensitive or protectively marked material and
should be handled accordingly. If this Email has been misdirected, please
notify the author immediately. If you are not the intended recipient you
must not disclose, distribute, copy, print or rely on any of the
information contained in it or attached, and all copies must be deleted
immediately. Whilst we take reasonable steps to try to identify any
software viruses, any attachments to this Email may nevertheless contain
viruses which our anti-virus software has failed to identify. You should
therefore carry out your own anti-virus checks before opening any
documents. All GCSx traffic may be subject to recording and / or
monitoring in accordance with relevant legislation.

As a public body, the Council may be required to disclose this e-mail (or
any response to it) under the Freedom of Information Act 2000, unless the
information in it is covered by one of the exemptions in the Act.

References

Visible links
1. mailto:[Ryedale District Council request email]
2. http://www.ryedale.gov.uk/
3. http://twitter.com/RyedaleDC
4. http://www.youtube.com/user/ryedaledc
5. http://www.facebook.com/RyedaleDC
6. http://www.flickr.com/photos/ryedaledc
7. https://www.ryedale.gov.uk/environment/d...
8. http://www.ryedale.gov.uk/