Customer Relationship Management

Roedd y cais yn llwyddiannus.

Dear South Tyneside 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

foi, South Tyneside Metropolitan Borough Council

Message classification: Not Protectively Marked.

Dear Sir or Madam

Your FOI Request was received by South Tyneside Council on the 8th February 2019

I write to confirm that a decision about your request will be made within 20 working days from the date we received your request. Should there be any delays or discrepancies with your request then this will be communicated to you in due course.

If you have any further queries regarding this matter then please do not hesitate to contact the FOI team on [South Tyneside Council request email] or 0191 424 6539 and quote the reference number FOI 19.19181

Regards

Information Governance
South Tyneside Council

dangos adrannau a ddyfynnir

foi, South Tyneside Metropolitan Borough Council

1 Atodiad

  • Attachment

    FOI 19.19181 Response to Baptiste GC Customer Relationship Management.pdf

    321K Download View as HTML

Message classification: Not Protectively Marked.

Dear Sir or Madam

Please find attached the Council’s response to your Freedom of Information Request.

Regards

Information Governance
South Tyneside Council

dangos adrannau a ddyfynnir