Customer Relationship Management

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

Dear Slough 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?
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

FOI, Slough Borough Council

Thank you for your email.

 

Providing excellent customer services is one of the council’s key
priorities.

 

Your enquiry will now be forwarded to the relevant department to answer.

 

We will reply fully to all written enquiries within 10 working days
although we aim to reply to emails sooner than this.

 

If your enquiry is a Freedom of Information request, the council may take
up to 20 working days to respond.

 

 

If you do not receive a satisfactory response by this time you can contact
our complaints department. More details here:

[1]http://www.slough.gov.uk/council/complai...

 

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References

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_FreedomOfInformation, Slough Borough Council

This is to acknowledge receipt of your FOI request which is receiving attention.
In line with the FOIA in order for your request to be considered a valid request can you please provide your full name.

dangos adrannau a ddyfynnir

Gadawodd Slough Swan anodiad ()

Please note the UK Law (Freedom of Information Act 2000) does *NOT* mention "full name" anywhere in that law.

All that is required by the Act of Parliament is "a name" and a Correspondence "address" (email or postal address) to receive the reply.

Any other crap demanded by councils has never ever been tested in the English High Court or in the English Court of Appeal (Civil).

Well-run Councils, with nothing to hide, never ever demand "full name".