Thank you for submitting a request for information. We will respond to your request as quickly as possible, within the 20 working day statutory deadline under the Freedom of Information Act 2000.

For updates on this case, please quote your unique reference number 101000867709 .

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Customer Service Centre
East Devon District Council
Web: www.eastdevon.gov.uk

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Dear sir,

Thank you for your request for information. Please find the response attached to your query below.

Q1. What is the full official name of the Authority? - East Devon District Council
Q2. How large is the Authority in terms of population? - 750,000 people approximately
Q3. How large is the Authority in terms of geographical boundaries? - EDDC district covers approximately 318 square miles

Q4. How many information systems / databases does the Authority use? - We do not have a list of every database in use by systems for the authority, however we have approximately 1000 systems. Some will have multiple databases.
Q4a. How many of those are stand-alone (i.e. do not interact with any other information system)? - Most of the above interact with another system in some way.
Q4b. How many of those interact with at least one other system (e.g. using API calls)? - We do not have specific information but most systems interact in some way with other systems/applications

Q5. What services are provided to Residents by the Authority (e.g. Taxi Licensing, Waste, Education, Planning Applications, etc.) - Licensing, Waste & Recycling, Planning, Development Control, Council tax, Benefits, Housing, Environmental Health, Streetscene, Countryside and Leisure, Car parks, Electoral Services, Democratic Services, Policy, Street Naming & Numbering, Complaints and Freedom of Information, Community Engagement, Customer Services, Grants and Funding, Business and Investment, Environment. Further information on what services we provide can be found on our website at http://eastdevon.gov.uk/

Q6a. Does the Authority have an online portal for Residents? - We are about to commence a project to deliver a digital platform called Firmstep which will enable an SSO portal for residents.

Q7b. What is the uptake by residents as a percentage within the authority? - N/A
Q7. What percentage of services in Q5 are accessible to Residents online using Single Sign On (SSO) on the portal? - N/A

Q8. What was the Authority's annual spend for 2017-18? - We are not sure what is meant by annual spend ? do you require net expenditure or gross expenditure? All info is available in the statement of accounts available on our website at http://eastdevon.gov.uk/council-and-demo...
Q9. What was the Authority's annual spend for 2017-18 for software licensing? - We have a contract for which we pay a quarterly fee with a limited company called Strata, which provides all hardware, software support and licencing. We are unable to break it down to an annual spend for software licensing.
Q10. What was the Authority's annual spend for 2017-18 for payroll of employees, agency staff, and contractors? - This can be found on our statement of accounts at http://eastdevon.gov.uk/council-and-demo...

Q11. Does the Authority use a Customer Relationship Management (CRM) System? - Yes but this is being phased out and will become part of the digital platform.
(if Yes answer Q12 ad Q14, if No answer Q13)

Q12. If the Authority has a CRM system:
Q12a. When did the CRM system go Live? - The Lagan system was first implemented in 2005 and has been developed on an ongoing basis ever since in terms of new customer journeys and integration with back office systems.
Q12b. How long did the implementation take? - An ongoing and iterative process.
Q12c. What were the main obstacles encountered to the implementation? (See "CRM Challenges" below, please state all that apply) - Engagement of staff

Q13. If the Authority does not have a CRM system: -
Q13a. Has the implementation of a CRM ever been considered? - N/A
Q13b. If Yes to Q13a., what were the reasons for not proceeding? (See "CRM Challenges" below, please state all that apply) - N/A
Q13c. Has the implementation of a CRM ever been planned or undertaken, but subsequently abandoned? - N/A
Q13d. If Yes to Q13c., what were the reasons for the failure of the project? (See "CRM Challenges" below, please state all that apply) - N/A

Q14. Is the CRM centred around Residents or Properties? - Residents

I hope this information is helpful but, if you feel dissatisfied with the way we have responded to your request, please contact our Monitoring Officer, Mr Henry Gordon Lennox, to request an internal review [email address]

You may also approach the Information Commissioner for advice at www.ico.org.uk

Yours sincerely,

Sara

Ms S Harvey
Information and Complaints Officer
East Devon District Council

01395 571659
www.eastdevon.gov.uk

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Subscribe to your East Devon Update for regular news and information about what’s happening at East Devon District Council. Choose which topics you’re interested in to get a personalised update. (https://public.govdelivery.com/accounts/...)

Email disclaimer (http://eastdevon.gov.uk/help/email-discl...)