Customer Relationship Management

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Dear Knowsley Metropolitan Borough 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

Freedom of Information, Knowsley Metropolitan Borough Council

Dear  Baptiste GC,

 

Thank you for your Freedom of Information request.  In order for us to log
your request I would be grateful if you could submit your full  name. 
This is following ICO guidelines, please see below.

 

Section 8 states that a request for information should state the name of
the applicant.

 

NOTE: This is not an Is this a valid What would the ICO’s approach likely
exhaustive list. request? to be?

Example

 
The applicant only No Albeit that the Act only states that
uses one name e.g. “the” name of the applicant is
Adrian or initials required rather than ‘the full’ name
e.g. S.P.H. of the applicant, the Commissioner
would not consider it unreasonable to
ask for a full name to be provided.
This is also appropriate given that
it could lead to unnecessary
confusion/delay/possible data
protection breaches if applicants
cannot be distinguished from one
another.

 

Kindest regards,

 

 

Customer Liaison Team

Knowsley Council

Archway Road

Huyton

Knowsley

Merseyside

L36 9UX

 

 

 

 

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Dear Freedom of Information,

My full name is Baptiste Guittet

Yours sincerely,

Baptiste

Freedom of Information, Knowsley Metropolitan Borough Council

Dear Mr Guittet,

Thank you for your email received on 13 February 2019 requesting information about Customer Relationship Management.

I have recorded your request for information under reference F2019.02.5609.

This has been passed to the relevant service and you will receive a response by 13 March 2019.

In line with guidance published by the Information Commissioner’s Office, the council may make a charge for the provision of information – for example in order to cover the costs of postage (in line with the relevant postal charges) or charges for printing and copying (which will reflect photocopying charges levied by the council’s public libraries) or if this falls within the regulations of an EIR (Environmental Information).

You will be informed if a fee is to be applied before information is to be provided.

If you need further information please contact me.

Kind regards,

Customer Liaison Team
Knowsley Council
Archway Road
Huyton
Knowsley
Merseyside
L36 9UX

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Freedom of Information, Knowsley Metropolitan Borough Council

1 Attachment

Dear Mr Guittet,
 
Freedom of Information request F2019-02 -5609
 
We have looked into your request for information about Customer
Relationship Management, and our response is attached.
 
If you need further information please see contact details below.
 
Kind regards,
 
Customer Liaison Team
Knowsley Council
Archway Road
Huyton
Knowsley
Merseyside
L36 9UX
 

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