Customer Relationship Management

The request was successful.

Dear Westminster City 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

Westminster City Council

Information request
Our reference: 9136667

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Dear Sir/Madam
 
Thank you for contacting Westminster City Council's Information Management
Team. 

Your query will be allocated for response, and someone will contact you
within 5 working days to confirm the details of your request. 

Please see the Council's website for further information on the Freedom of
Information Act
- [1]http://www.westminster.gov.uk/services/c...

Kind regards, 
 
Information Management Team
Westminster City Council
5 Strand
London
WC2N 5HR
[Westminster City Council request email]
 
NOTE: Please do not edit the subject line when replying to this email.
 

References

Visible links
1. http://www.westminster.gov.uk/services/c...

Westminster City Council

Information request
Our reference: 9136667

--------------------------------------------------------------------------

 
Dear Sir/Madam,
 
Freedom of Information Act 2000
 
Thank you for your request for information that was received on 8 February
2019.
 
Request summary
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)
 
We are dealing with your request under the Freedom of Information Act 2000
and we aim to send a response by 8 March 2019.
 
The Freedom of Information Act 2000 may restrict the release of some or
all of the information you have requested. We will carry out an assessment
and if any exemptions apply to some or all of the information then we
might not provide that information to you. We will inform you if this is
the case and advise you of your rights to request an internal review and
to complain to the Information Commissioner's Office.
 
We will also advise you if we cannot provide you with the information
requested for any other reason together with the reason(s) why and details
of how you may appeal (if appropriate).
 
Yours faithfully
 
 
Westminster City Council
Email: [Westminster City Council request email]
Web: [1]www.westminster.gov.uk
 
NOTE: Please do not edit the subject line when replying to this email.
 

References

Visible links
1. file:///tmp/www.westminster.gov.uk

Westminster City Council

1 Attachment

Information request
Our reference: 9136667

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Please see attached the response to your recent FOI.
Yours faithfully