Customer Relationship Management

Baptiste GC made this Rhyddid Gwybodaeth request to South Northamptonshire District Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Roedd y cais yn llwyddiannus.

Dear South Northamptonshire 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

Admin, CCC (SNC), South Northamptonshire District Council

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3. http://www.southnorthants.gov.uk/

Cherwell District Council and South Northamptonshire Council,

[1]Cherwell and South Northamptonshire
Dear GC Baptiste,

Reference Number  FIS000065.

Thank you for submitting your Freedom of Information request which we
will respond to within 20 working days.

Customers living in the district can track the status of this request by
creating an online account, if you would like to sign up for your online
account please click [2]HERE.

Kind regards

Information Governance Team
South Northamptonshire District Council 

References

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1. https://myaccount.cherwellandsouthnortha...
2. https://www.cherwellandsouthnorthants.go...

Tina Henfrey,

Dear Sir/Madam,

 

Freedom of Information Act 2000

Reference FIS000065

 

Please find below the response to your request under the terms of the
Freedom of Information Act.

 

 

Q1. What is the full official name of the Authority?   South Northants
Council

Q2. How large is the Authority in terms of population? 93553.

Q3. How large is the Authority in terms of geographical boundaries? 
244.8 sq mi / 634.0 km^2.

Q4. How many information systems / databases does the Authority use?   24

Q4a. How many of those are stand-alone (i.e. do not interact with any
other information system)? 20

Q4b. How many of those interact with at least one other system (e.g. using
API calls)? 4

Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.)  Please see our
website for the full list of services.
 [1]https://www.southnorthants.gov.uk/

Q6a. Does the Authority have an online portal for Residents? Yes

Q7b. What is the uptake by residents as a percentage within the authority?
Only live in 2019 so meaningful statistics not yet available

Q7. What percentage of services in Q4 are accessible to Residents online
using Single Sign On (SSO) on the portal? Only live in 2019 so meaningful
statistics not yet available

Q8. What was the Authority’s annual spend for 2017-18? See below

Q9. What was the Authority’s annual spend for 2017-18 for software
licensing?  See below

 

Code Description Actual
1518 Software Support Contract 117,987.15
1516 Computer Software, Licensing & Maintenance 323,611.45
4211 Acquisition Computer Software 53,000.00
  TOTAL 494,598.60

 

 

Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors? – Can be found using the
following link   [2]https://www.southnorthants.gov.uk/opendata

Q11. Does the Authority use a Customer Relationship Management (CRM)
System?  Yes

(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? 2007

Q12b. How long did the implementation take? Not known

Q12c. What were the main obstacles encountered to the implementation? (See
"CRM Challenges" below, please state all that apply) Not
Known                                                                                                                                                                                                          

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. Is the CRM centred around Residents or Properties? Residents (and
then jobs logged against 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.

 

 

The Council endeavours to answer requests for information as fully and
accurately as possible. If you are not satisfied with this response, you
may request an internal review by contacting the Information Governance
Manager at South Northamptonshire Council, The Forum, Moat Lane, Towcester
NN12 6AD.  [3][email address]  If following
the review you are still not satisfied with the Council’s response, you
are advised to contact the Information Commissioner directly at the
Information Commissioners Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF or on [4][email address].

 

 

Kind Regards,

 

Information Governance Team

Cherwell District and South Northamptonshire Councils

Direct dial: 01327 322287

[5][email address]

[6]www.cherwell.gov.uk

[7]www.southnorthants.gov.uk

Find us on Facebook [8]www.facebook.com/cherwelldistrictcouncil or
[9]www.facebook.com/southnorthantscouncil

Follow us on Twitter @Cherwellcouncil or @SNorthantsC

 

 

This e-mail (including any attachments) may be confidential and may
contain legally privileged information. You should not disclose its
contents to any other person. If you are not the intended recipient,
please notify the sender immediately.
Whilst the Council has taken every reasonable precaution to minimise the
risk of computer software viruses, it cannot accept liability for any
damage which you may sustain as a result of such viruses. You should carry
out your own virus checks before opening the e-mail(and/or any
attachments).
Unless expressly stated otherwise, the contents of this e-mail represent
only the views of the sender and does not impose any legal obligation upon
the Council or commit the Council to any course of action.

References

Visible links
1. https://www.southnorthants.gov.uk/
2. https://www.southnorthants.gov.uk/opendata
3. mailto:[email address]
4. mailto:[email address]
5. mailto:[email address]
6. http://www.cherwell.gov.uk/
7. http://www.southnorthants.gov.uk/
8. http://www.facebook.com/cherwelldistrict...
9. http://www.facebook.com/southnorthantsco...

Cherwell District Council and South Northamptonshire Council,

[1]Cherwell and South Northamptonshire
Dear GC Baptiste,

Reference Number:  FIS000065. 

Thank you for using the online Freedom of Information request.

Your feedback is important to us and to help us improve our service we
would appreciate if you could spare a few minutes to complete a quick
online questionnaire regarding your booking experience.

To complete the questionnaire please click on the following link:
[2]Customer Feedback Survey

Kind Regards

Information Governance Team
South Northamptonshire District Council

References

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2. https://www.surveymonkey.co.uk/r/FOI_Fee...