Customer Relationship Management

Mae'r ymateb i'r cais hwn yn hwyr iawn. Yn ôl y gyfraith, ym mhob amgylchiad, dylai Hartlepool Council fod wedi ymateb erbyn hyn. (manylion). Gallwch gwyno drwy yn gofyn am adolygiad mewnol.

Dear Hartlepool 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?
Q6c. What is the uptake by residents as a percentage within 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, 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

Freedomofinformation, Hartlepool Council

Thank you for your email which has been received by the Council. 

If your request relates to official council held information it will be
handled in accordance with the Freedom of Information Act 2000 or
Environmental Information Regulations 2005. We may need to contact you
for further information or clarification. If you do not hear from us,
please accept this email as acknowledgment of your request. You will
receive a final response within the next 20 working days.

If you are writing to find out what information the Council holds about
you, and wish to exercise your ‘Right to Access’ under data protection
legislation (General Data Protection Regulation and Data Protection Act
2018) your request will be processed and responded to within one month of
receiving the request. 

If you have any queries regarding data protection, please do not hesitate
to contact us at  [1][email address] or on 01429 523087.

Following completion of a freedom of information request/ data protection
request, the information relating to the request and response will be
retained by the Council for three years.  For further information on how
the Council process your personal data in accordance with the Data
Protection Act 2018 and the General Data Protection Regulations, please
visit [2]www.hartlepool.gov.uk/gdpr

If you have any queries, please do not hesitate to contact the Legal
Division on 01429 523087 or email
[3][email address] .

 

 

dangos adrannau a ddyfynnir

Freedomofinformation, Hartlepool Council

Classification: Confidential

Good morning

Thank you for your email. Please could you supply a full contact name. It is required to proceed with your FOI request. Thank you.

Freedom of Information
Hartlepool Borough Council
Tel: (01429) 266522
Email: [email address]

Web: hartlepool.gov.uk
Facebook: facebook.com/hartlepoolcouncil
Twitter: twitter.com/HpoolCouncil

dangos adrannau a ddyfynnir

Good morning,

My full name is Baptiste Guittet.

Yours sincerely,

Baptiste

Freedomofinformation, Hartlepool Council

Thank you for your email which has been received by the Council. 

If your request relates to official council held information it will be
handled in accordance with the Freedom of Information Act 2000 or
Environmental Information Regulations 2005. We may need to contact you
for further information or clarification. If you do not hear from us,
please accept this email as acknowledgment of your request. You will
receive a final response within the next 20 working days.

If you are writing to find out what information the Council holds about
you, and wish to exercise your ‘Right to Access’ under data protection
legislation (General Data Protection Regulation and Data Protection Act
2018) your request will be processed and responded to within one month of
receiving the request. 

If you have any queries regarding data protection, please do not hesitate
to contact us at  [1][email address] or on 01429 523087.

Following completion of a freedom of information request/ data protection
request, the information relating to the request and response will be
retained by the Council for three years.  For further information on how
the Council process your personal data in accordance with the Data
Protection Act 2018 and the General Data Protection Regulations, please
visit [2]www.hartlepool.gov.uk/gdpr

If you have any queries, please do not hesitate to contact the Legal
Division on 01429 523087 or email
[3][email address] .

 

 

dangos adrannau a ddyfynnir