Customer Relationship Management

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

Dear Northumberland County 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

Northumberland County Council

1 Atodiad

Our Ref: 5644  

Dear Enquirer,

INFORMATION REQUEST

Thank you for your request for information which will be dealt with under
the terms of the Freedom of Information Act 2000 / Environmental
Information Regulations 2004.

In some circumstances a fee may be payable and if that is the case, we
will let you know the likely charges before proceeding.

If you have any queries about this matter please contact us. Please
remember to quote the reference number above in any future communications.

Kind regards

Information Governance Office
Northumberland County Council
County Hall
Morpeth
Northumberland
NE61 2EF

Tel: 0345 600 6400
Email: [Northumberland County Council request email]
Web: http://www.northumberland.gov.uk

Northumberland County Council

1 Atodiad

Our Ref: 5644   

Dear Enquirer,

FREEDOM OF INFORMATION REQUEST

I refer to your Freedom of Information request in relation to details of
and services provided by Northumberland County Council.

This request is being handled under the Freedom of Information Act 2000.

I am writing to ask you to clarify your request. This is because we need
further details from you in order to identify and locate the information.

Therefore I should be grateful if you would clarify the points below:
 
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? 
 
Answers to the above 3 questions will be published information.
 
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?

Please could you refine Q4c so we know exactly which type of systems you
are referring to.

Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.)

Please could you refine Q5 if it is a particular service you wish to
receive information on. Information on all services provided by
Northumberland County Council are found on our website.

Q6a. Does the Authority have an online portal for Residents?

Please can you confirm what type of portal you are referring to.

Q8. What was the Authority’s annual spend for 2017-18?

This information is published on our website.

Q14. Are the IT systems centred primarily around Residents or Properties?

Please can you clarify which IT systems you are referring to.

 

I'd appreciate if you could refine your whole request as if it is
submitted as it is it will be refused under Section 12(1) due to costs.

Please contact me by the above email address if you need assistance with
this. 

If we do not receive your clarification within 3 calendar months from
today we will close your request. If after the 3 month period you then
provide clarification, your request will be logged as a new request.

Yours sincerely

FOI Co-ordinator -
Information Governance Office
Northumberland County Council
County Hall
Morpeth
Northumberland
NE61 2EF

Tel: 0345 600 6400
Email: [Northumberland County Council request email]
Web: http://www.northumberland.gov.uk

Dear Northumberland County Council,

Please ignore questions 1, 2, 3, 5 and 8.
Q4c: Of the database systems the council uses, are the primary keys centered mainly around properties (houses) or residents (people)
Q6a: an online portal where residents log in and can interact with the council to procure services (e.g. pay council tax, report missed bin collections, etc.)
Apologies, Q14 is a duplicate of Q4c, please ignore.

Yours faithfully,

Baptiste GC

Northumberland County Council

1 Atodiad

Our Ref: 5644   

Dear Enquirer,

FREEDOM OF INFORMATION REQUEST

I refer to your Freedom of Information request in relation to Q.10 - What
was the Authority’s annual spend for 2017-18 for payroll of employees,
agency staff, and contractors? .

This request is being handled under the Freedom of Information Act 2000.

I am writing to ask you to clarify your request. This is because we are
not certain that we have understood your request correctly and we need
further details from you in order to identify and locate the information.

Therefore I should be grateful if you would clarify what you actually mean
for Q.10.  do you require the cost of the Payroll Service or the council's
wage bill.

Also we will not be able to provide the contractors costs as we do not
hold a contractor type within the Accounts Payable system or again, do you
mean the cost of the Accounts Payable System?

Please contact me by the above email address if you need assistance with
this.

If we do not receive your clarification within 3 calendar months from
today we will close your request. If after the 3 month period you then
provide clarification, your request will be logged as a new request.

Yours sincerely

FOI Co-ordinator - Central Team
Information Governance Office
Northumberland County Council
County Hall
Morpeth
Northumberland
NE61 2EF

Tel: 0345 600 6400
Email: [Northumberland County Council request email]
Web: http://www.northumberland.gov.uk