Customer Relationship Management

Baptiste GC made this Rhyddid Gwybodaeth request to Stratford on Avon 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 Stratford on Avon 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?
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

Info, Stratford on Avon District Council

 

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Customer Services Centre
Stratford on Avon District Council, Elizabeth House, Church Street,
Stratford upon Avon, Warwickshire, CV37 6HX
Switchboard +44 (0)1789 267575, email [1][Stratford on Avon District Council request email], web
[2]www.stratford.gov.uk

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Stratford on Avon District Council

Processing FOI request
FOI #13042
We have started processing your FOI request, a response may take up to 20
working days. If you have not received a response after 08/03/2019 please
contact the council ([email address]).

Your FOI reference number is #13042

Regards
Freedom of Information Officer
Stratford-on-Avon District Council

Did you know you can now submit FOI requests on-line? Its much easier,
quicker and more efficient!

[1]Go to the FOI Portal on our Web site

dangos adrannau a ddyfynnir

This e-mail is 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 do not impose any legal obligation upon
the Council or commit the Council to any course of action.

References

Visible links
1. https://apps.stratford.gov.uk/FreedomOfI...

Stratford on Avon District Council

Processing FOI request
FOI #13043
We have started processing your FOI request, a response may take up to 20
working days. If you have not received a response after 08/03/2019 please
contact the council ([email address]).

Your FOI reference number is #13043

Regards
Freedom of Information Officer
Stratford-on-Avon District Council

Did you know you can now submit FOI requests on-line? Its much easier,
quicker and more efficient!

[1]Go to the FOI Portal on our Web site

dangos adrannau a ddyfynnir

This e-mail is 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 do not impose any legal obligation upon
the Council or commit the Council to any course of action.

References

Visible links
1. https://apps.stratford.gov.uk/FreedomOfI...

Stratford on Avon District Council

FOI Response #13042
FOI #13042
Dear Baptiste GC

Following your request, please find responses below :-

Q1. What is the full official name of the Authority? Stratford-on-Avon
District Council
Q2. How large is the Authority in terms of population? 125,200 mid-year
estimate 2017
Q3. How large is the Authority in terms of geographical boundaries? 979km²
(378 square miles)
Q4. How many information systems / databases does the Authority use? 31
Coporate databases/systems (excluding personal software/databases)
Q4a. How many of those are stand-alone (i.e. do not interact with any
other information system)? 10
Q4b. How many of those interact with at least one other system (e.g. using
API calls)? 21
Q4c. Are the systems mainly centered around Residents or Properties? A
fairly even split with Resident based systems slightly ahead
Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.) This information
is available on the Council’s website
Q6a. Does the Authority have an online portal for Residents? The corporate
website has a MyAccount customer portal
Q6b. If it does, what is the uptake (as a percentage) across the
authority? There are 6226 MyAccount users, 5% of population
Q7. What percentage of services in Q4 are accessible to Residents online
using Single Sign On (SSO) on the portal? Information not collected
Q8. What was the Authority’s annual spend for 2017-18? See 17/18 Statement
of Accounts on Council’s Website.
Q9. What was the Authority’s annual spend for 2017-18 for software
licensing? £180k
Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors? Detailed in the 17/18 Statement
of Accounts on the Council’s website.
Q11. Does the Authority use a Customer Relationship Management (CRM)
System? No
(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? N/A
Q12b. How long did the implementation take? N/A
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? CRM was
previously used but as an Authority it did not fit in with our model of
delivering services.
Q13b. If Yes to Q13a., what were the reasons for not proceeding? (See "CRM
Challenges" below, please state all that apply) Integration into back
office, back office procedures and the use of Eforms.
Q13c. Has the implementation of a CRM ever been planned or undertaken, but
subsequently abandoned? See 13a
Q13d. See 13a If Yes to Q13c., what were the reasons for the failure of
the project? (See "CRM Challenges" below, please state all that apply) See
13b
Q14. Are the IT systems centred primarily around Residents or Properties?
n/a

If you are dissatisfied with the handling of your request, you have the
right to ask for an internal review. An internal review request should be
submitted in writing within 40 working days of receiving the original
reply and should be addressed to:
Phil Grafton, Monitoring Officer, Stratford-on-Avon District Council,
Elizabeth House, Church Street, Stratford-upon-Avon CV37 6HX.

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision. The Information Commissioner can be contacted at:
Information Commissioner's Office,
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Regards
Freedom of Information Officer
Stratford-on-Avon District Council

dangos adrannau a ddyfynnir

This e-mail is 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 do not impose any legal obligation upon
the Council or commit the Council to any course of action.

Please visit www.stratford.gov.uk/privacy to view our privacy notice.