Customer Relationship Management

Baptiste GC made this Freedom of Information request to Lancaster City Council

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

Roedd y cais yn llwyddiannus.

Dear Lancaster City 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)?
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?
Q7b. 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 ad Q14, 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. Is the CRM centred 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

info, Lancaster City Council

3 Atodiad

Dear Baptiste GC,

I write to confirm receipt of your request for information, which was
received on 8th February 2019 and is now being processed under the Freedom
of Information Act 2000. Your request has been given the unique reference
number as stated in the subject header above and you should quote this
reference number in all correspondence. You should receive our response
within 20 working days; this means that you can expect to receive the
requested information by 8th March 2019. If we are unable to deal with
your request within that time limit or the Council does not hold the
information or there is a reason for it to be withheld, we will promptly
advise you in writing.

If you have any queries or concerns then please do not hesitate to contact
me. Please remember to quote the reference number above in any future
communications.

Kind regards,

Amy Holland

Information Governance Manager

Data Protection Officer

Email: [1][Lancaster City Council request email]

Tel:      (01524) 58 2000

 

Governance (Information Governance), Town Hall, Lancaster LA1 1PJ

Email:
[2][Lancaster City Council request email]                                                              

Website: [3]http://www.lancaster.gov.uk

 

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info, Lancaster City Council

3 Atodiad

Dear Baptiste GC,

Freedom of Information Request - Ref: FOI 2379

Thank you for your request received on 8th February 2019 in which you
asked for the following information from Lancaster City Council:

 

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)?
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?
Q7b. 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 ad Q14, 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. Is
the CRM centred around Residents or Properties?

 

Your request has been handled under the Freedom of Information Act 2000
(FOIA).

 

Response

 

 1. Lancaster City Council
 2. This information can be found on our website [1]www.lancaster.gov.uk
 3. This information can be found on our website [2]www.lancaster.gov.uk
 4. This question is very broad, please could you provide clarification as
to what you mean by “Information Systems/Databases”
 5. This information can be found on our website
[3]https://www.lancaster.gov.uk/a-to-z
 6. No
 7. N/A –
 8. This information can be found on our website [4]www.lancaster.gov.uk
 9. £735,547
10.  Payroll for employees - £19,666,800.00 – Agency/Contracted services
£2,403,000
11. Yes
12. A) More than 10 years ago

B) Information not held

C) Information not held

13. N/A
14. Properties but with customer interactions in relation to the property
assigned to a named resident.

 

 

If you have any queries or concerns about this response, please contact
this office. For details of how to appeal a decision we have made, see
below.

 

 

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Information Governance

Lancaster City Council

Town Hall

Dalton Square

Lancaster

LA1 1PJ

 

Email:  [5][Lancaster City Council request email]

 

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Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

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national rate number

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be subject to copyright protection. In most cases the copyright will be
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please contact this office if you would like to request permission.

 

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Yours sincerely

Amy Holland

Information Governance Manager

Data Protection Officer

Email: [7][Lancaster City Council request email]

Tel:      (01524) 58 2000

 

Governance (Information Governance), Town Hall, Lancaster LA1 1PJ

Email:
[8][Lancaster City Council request email]                                                              

Website: [9]http://www.lancaster.gov.uk

 

[10]cid:image002.jpg@01D30F99.38449CF0   [11]cid:image002.jpg@01D29817.500BB520

     [12]www.gov.uk/register-to-vote

 

[13]cid:image003.png@01D4B723.AA64FB30

 

 

 

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