Customer Relationship Management

Baptiste GC made this Rhyddid Gwybodaeth request to Tandridge 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 rhannol lwyddiannus.

Dear Tandridge 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

Philippa Stennett, Tandridge District Council

Dear Baptiste GC
 
Thank you for your Freedom of Information request. The allocated reference
number is 2019/Foi/1170.
 
We acknowledge your e-mail and aim to provide a full reply within 20
working days.
 
You can also find information on our website [1]www.tandridge.gov.uk, call
01883 722000 to talk to our Customer Services Team, or e-mail
[2][email address].
 
 

Tandridge District
Council
The Council Offices
Station Road East Philippa Stennett
Oxted,Surrey
RH8 0BT [email address]
 
Tel: 01883 73
Fax: 01883 722015
[3]www.tandridge.gov.uk

 

 
 
 
 
 
 
 

References

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1. http://www.tandridge.gov.uk/
2. mailto:[email address]
3. http://www.tandridge.gov.uk/

Request_Response, Tandridge District Council

Dear Baptiste Gc,

Freedom of Information Request 2019/Foi/1170

Due to staff absence we are unable to respond to your request within the 20 working days. We aim to provide you with a response no later than 22 March, however we will send the response sooner if it is available before this time.

Please accept our apologies for any inconvenience caused.

Yours sincerely,

Melanie Thompson

Support Services Manager

Please don't print this e-mail unless you really need to. Save paper.

Visit http://www.tandridge.gov.uk for information about services, online forms, payments and much more.

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Request_Response, Tandridge District Council

1 Atodiad

Dear Baptiste GC,

Freedom of Information Request 2019/Foi/1170

The information you requested is as follows:

Q1. What is the full official name of the Authority?

Tandridge District Council

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

87,608

Q3. How large is the Authority in terms of geographical boundaries?

Tandridge district covers around 110 square miles.

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

IÂ’m unclear what you mean by "information systems / databases". We have approximately 85 business systems, this excludes local applications (e.g. MS Word).

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

Approximately 60% of business systems do not currently interact with other business systems

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

Approximately 40% of business systems do interact with other business systems

Q4c. Are the systems mainly centered around Residents or Properties?

There is a mix dependant on whether the system relates to the maintenance of properties or handling of resident needs etc. We believe the majority are resident based.

Q5. What services are provided to Residents by the Authority (e.g. Taxi Licensing, Waste, Education, Planning Applications, etc.)

Please see attached leaflet.

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

The Council has a website, but not a customer account.

Q6b. If it does, what is the uptake (as a percentage) across the authority?

N/A

Q7. What percentage of services in Q4 are accessible to Residents online using Single Sign On (SSO) on the portal?

0%

Q8. What was the AuthorityÂ’s annual spend for 2017-18?

£65,182k.

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

£347k

Q10. What was the Authority's annual spend for 2017-18 for payroll of employees, agency staff, and contractors?

£13,102k

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

(if Yes answer Q12 and Q14, if No answer Q13)

Yes

Q12. If the Authority has a CRM system:

Yes

Q12a. When did the CRM system go Live?

An old CRM system has been in-place for approximately 10 years now. A modern CRM platform was however implemented in February 2019

Q12b. How long did the implementation take?

The new CRM platform is being implemented as an Agile programme. It began approximately a year ago, and is ongoing, incrementally adding features since the launch in February 2019.

Q12c. What were the main obstacles encountered to the implementation? (See "CRM Challenges" below, please state all that apply)

Training users to effectively use the solution

Participation of different departments within the authority

Integration with existing back-office applications

Funding

Q13. If the Authority does not have a CRM system:

N/A

Q13a. Has the implementation of a CRM ever been considered?

N/A

Q13b. If Yes to Q13a., what were the reasons for not proceeding? (See "CRM Challenges" below, please state all that apply)

N/A

Q13c. Has the implementation of a CRM ever been planned or undertaken, but subsequently abandoned?

N/A

Q13d. If Yes to Q13c., what were the reasons for the failure of the project? (See "CRM Challenges" below, please state all that apply)

N/A

Q14. Are the IT systems centred primarily around Residents or Properties?

I assume this is a duplicate of question 4c

I hope that this information is of assistance, however if you have any queries about this response, please contact me.

Please remember to quote the reference number above in any future communications.

The Council has a complaints procedure. A complaint should be made in writing to the Council's Freedom of Information Officer, James Hitchcock, or by e-mail to [Tandridge District Council request email]<mailto:[Tandridge District Council request email]>. Further information about the Council's complaints procedure can be found on our website at www.tandridge.gov.uk<http://www.tandridge.gov.uk>.

If you are still not satisfied after your complaint has been dealt with, you have a right to make a further complaint to the Office of the Information Commissioner at FOI Compliance Team (complaints), Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

Further information may be found on the Information CommissionerÂ’s website at www.ico.org.uk<http://www.ico.org.uk>

Yours sincerely

James Beach

IT Lead Specialist

On behalf of Tandridge District Council

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Visit http://www.tandridge.gov.uk for information about services, online forms, payments and much more.

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