Customer Relationship Management

Baptiste GC made this Rhyddid Gwybodaeth request to Thurrock Borough Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Gwrthodwyd y cais gan Thurrock Borough Council.

Dear Thurrock 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, 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

Information.Matters@thurrock.gov.uk, Thurrock Borough Council

Thank you for your email. 

 

Your enquiry is important to us and will be recorded and responded to in
line with respective timeframes.  Our team will monitor the progress of
your enquiry to ensure you receive a timely response.

 

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We will use your information to provide the service requested. We may
share your personal data between our services and with partner
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when it is of benefit to you, or required by law, or to prevent or detect
fraud. To find out more, go to thurrock.gov.uk/privacy. Get free internet
access at libraries and community hubs

 

Regards,

 

Michael Tighe 
Statutory & Corporate Complaints Manager

Disclaimer

The information in this e-mail and any attachment(s) are intended to be
confidential and may be legally privileged. Access to and use of its
content by anyone else other than the addressee(s) may be unlawful and
will not be recognised by Thurrock Council for business purposes. If you
have received this message by mistake, please notify the sender
immediately, delete it and do not copy it to anyone else. Thurrock Council
cannot accept any responsibility for the accuracy or completeness of this
message as it has been transmitted over a public network.

Any opinions expressed in this document are those of the author and do not
necessarily reflect the opinions of Thurrock Council.

Any attachment(s) to this message has been checked for viruses, but please
rely on your own virus checker and procedures.

Senders and recipients of e-mail should be aware that under the UK Data
Protection and Freedom of Information legislation these contents may have
to be disclosed in response to a request.

All e-mail sent to or from this address will be processed by Thurrock
Council's corporate e-mail system and may be subject to scrutiny by
someone other than the addressee.

This email has been scanned for viruses and malware, and may have been
automatically archived by Mimecast Ltd, an innovator in Software as a
Service (SaaS) for business. Providing a safer and more useful place for
your human generated data. Specializing in; Security, archiving and
compliance. To find out more [1]Click Here.

References

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Information.Matters@thurrock.gov.uk, Thurrock Borough Council

2 Atodiad

Dear Sir or Madam,

Thank you for your recent communication which is being managed in line
with the Freedom of Information Act under the above reference number.  The
details of your request are outlined below together with the council’s
response.

Your request

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, 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?

Our Response

In issuing our response the council have applied S12 of the Freedom of
Information Act. 

This means that the council does not have to comply with your request if
the cost of doing so exceeds the ‘appropriate limit’, which for local
authorities is 18 hours.  This applies to the time taken spent locating
and collating the requested information.   

If you wish to narrow the scope of your request and resubmit this to the
council then of course we may be able to provide some information.

If you are dissatisfied with the way in which the council have managed
your request you can pursue an independent review by contacting us at the
above address and your request will be considered by the Information
Manager who will update you with the outcome. 

You may also wish to refer your case to the Information Commissioner’s
Office, details of this organisation can be found at [1]www.ico.org.uk .
Alternatively they can be contacted on 0303 123 1113.

 

Kind regards

 

Shannon Murphy l Data Protection Support Officer l HR, OD & Transformation

[2]thurrock.gov.uk l t +44 (0) 1375 663327  Ext: 63327

Thurrock Council, Civic Offices, New Road, Grays, Essex RM17 6SL

 

An ambitious and collaborative community which is proud of its heritage
and excited by its diverse opportunities and future

 

[3]cid:image001.png@01CECE72.3F5FA730

 

[4]cid:image002.png@01CECE72.3F5FA730

 

Disclaimer

The information in this e-mail and any attachment(s) are intended to be
confidential and may be legally privileged. Access to and use of its
content by anyone else other than the addressee(s) may be unlawful and
will not be recognised by Thurrock Council for business purposes. If you
have received this message by mistake, please notify the sender
immediately, delete it and do not copy it to anyone else. Thurrock Council
cannot accept any responsibility for the accuracy or completeness of this
message as it has been transmitted over a public network.

Any opinions expressed in this document are those of the author and do not
necessarily reflect the opinions of Thurrock Council.

Any attachment(s) to this message has been checked for viruses, but please
rely on your own virus checker and procedures.

Senders and recipients of e-mail should be aware that under the UK Data
Protection and Freedom of Information legislation these contents may have
to be disclosed in response to a request.

All e-mail sent to or from this address will be processed by Thurrock
Council's corporate e-mail system and may be subject to scrutiny by
someone other than the addressee.

This email has been scanned for viruses and malware, and may have been
automatically archived by Mimecast Ltd, an innovator in Software as a
Service (SaaS) for business. Providing a safer and more useful place for
your human generated data. Specializing in; Security, archiving and
compliance. To find out more [5]Click Here.

References

Visible links
1. http://www.lgo.org.uk/
2. http://www.thurrock.gov.uk/
5. http://www.mimecast.com/products/