Customer Relationship Management

Baptiste GC made this Rhyddid Gwybodaeth request to Rotherham Metropolitan Borough 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 Rotherham 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

Accesstoinformation, Rotherham Metropolitan Borough Council

4 Atodiad

Dear Baptiste GC,
 

Freedom of Information Act 2000 – Freedom of Information Request
1223-1819    

 

Thank you for your request for information dated 08/02/2019, relating to​​
Customer Relationship Management has been allocated reference FOI
1223-1819.

 

We will process your request as soon as possible and provide you with our
response within 20 working days.

 

 

Kind regards,

 

Information Management Team  

Customer, Information and Digital Services 
Finance and Customer Services
Rotherham Metropolitan Borough Council 

 

[1]cid:image001.gif@01D4046F.856EF770[2]cid:image002.png@01D4046F.856EF770    
[3][email address]

[4]cid:image003.png@01D4046F.856EF770     [5]http://www.rotherham.gov.uk

[6]cid:image004.png@01D4046F.856EF770      (01709) 382121

[7]cid:image001.gif@01D4046F.856EF770cid:image001.gif@01D4046F.856EF770

Before printing, please think about the environment!

 

dangos adrannau a ddyfynnir

References

Visible links
3. mailto:[email address]
5. http://www.rotherham.gov.uk/

Accesstoinformation, Rotherham Metropolitan Borough Council

4 Atodiad

Dear Baptiste GC,   

 

Your request for information relating to Customer Relationship Management
has been passed to our team to be processed as a request for
information under the Freedom of Information Act 2000.  This has been
given reference 1223-1819.

 

However, in order that we ensure we provide you with the
correct information, the responding service have asked us to seek clarity
on question 10:

 

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

Can you provide a definition of what you consider to be a “contractor” in
this context?

 

Once we receive your clarification we will begin to process this part of
the request and respond to you within 20 working days.

 

 

Yours sincerely,

 

Information Management Team  

Customer, Information and Digital Services 
Finance and Customer Services
Rotherham Metropolitan Borough Council 

 

[1]Description: Description: Description: Description: Description:
Description: Description: Description: Description: Description:
Description: Description: Description:
cid:image001.gif@01D4046F.856EF770[2]Description: Description:
Description: Description: Description: Description: Description:
Description: Description: Description: Description: Description:
Description: cid:image002.png@01D4046F.856EF770    
[3][email address]

[4]Description: Description: Description: Description: Description:
Description: Description: Description: Description: Description:
Description: Description: Description:
cid:image003.png@01D4046F.856EF770     [5]http://www.rotherham.gov.uk

[6]Description: Description: Description: Description: Description:
Description: Description: Description: Description: Description:
Description: Description: Description:
cid:image004.png@01D4046F.856EF770      (01709) 382121

[7]Description: Description: Description: Description: Description:
Description: Description: Description: Description: Description:
Description: Description: Description:
cid:image001.gif@01D4046F.856EF770Description: Description: Description:
Description: Description: Description: Description: Description:
Description: Description: Description: Description: Description:
cid:image001.gif@01D4046F.856EF770

Before printing, please think about the environment!

 

dangos adrannau a ddyfynnir

References

Visible links
3. mailto:[email address]
5. http://www.rotherham.gov.uk/

Dear Rotherham Metropolitan Borough Council ,

In this context, "contractor" means a person doing work for the authority, on an individual basis (so similar to agency, but invoicing the council directly). Where people are provided by large companies (Amey, Capita, etc.), these would not be included.
Many thanks,

Baptiste

Accesstoinformation, Rotherham Metropolitan Borough Council

7 Atodiad

Dear Baptiste GC,

 

Freedom of Information Act 2000 – Request for Information – 1223-1819

 

Thank you for your request for information received on the 08^th February
2019.

 

Please find our response attached.

 

Yours sincerely,

 

Information Management Team  

Customer, Information and Digital Services 
Finance and Customer Services
Rotherham Metropolitan Borough Council 

 

[1]cid:image001.gif@01D4046F.856EF770[2]cid:image002.png@01D4046F.856EF770    
[3][email address]

[4]cid:image003.png@01D4046F.856EF770     [5]http://www.rotherham.gov.uk

[6]cid:image004.png@01D4046F.856EF770      (01709) 382121

[7]cid:image001.gif@01D4046F.856EF770cid:image001.gif@01D4046F.856EF770

Before printing, please think about the environment!

 

dangos adrannau a ddyfynnir

References

Visible links
3. mailto:[email address]
5. http://www.rotherham.gov.uk/