NORTH HERTFORDSHIRE DISTRICT COUNCIL
Council Offices, Gernon Road, Letchworth Garden City, Hertfordshire SG6 3JF
Telephone (01462) 474000
Text Phone: (01462) 474800
DX 31317, Letchworth
Baptiste GC
Our Ref:
FOI012519
Your Ref:
Contact Officer:
Garry Melding
Direct Line:
01462 474216
request-551204-
Email
xxxx@xxxxxxxxxxx.xxx.xx
xxxxxxxx@xxxxxxxxxxxxxx.xxx
Date:
13TH March 2019
Dear Baptiste GC
Information request under the Freedom of Information Act 2000
FOI012519 – Customer Relationship Management
Thank you for your request for information received on 8th February 2019.
Your request has now been processed and the information that we hold is attached at the
bottom of this letter.
Your request has been handled under the Freedom of Information Act 2000. Any
information that is refused will clearly indicate the exemption that applies to the refusal.
Further information explaining the Council's process for responding to information
requests is available in our reception or on our website. If you have any queries regarding
the process or your request, please do not hesitate to contact me.
If after receiving our full response, you feel dissatisfied with the information provided, or
you disagree with a refusal decision, you have the right to ask for a review of the decision
with the Council. We will accept review requests up to 60 days after our response. After
that date we consider the case closed.
Review requests should be addressed to the Information & Asset Team Manager at North
Hertfordshire District Council, Council Offices, Gernon Road, Letchworth, Herts, SG6 3JF
or emailed to
xxxx@xxxxxxxxxxx.xxx.xx
It is important that you include the above FOI reference number on all correspondence
related to this request.
If following a review by NHDC you are stil dissatisfied with the Council’s response, you
can contact the Information Commissioners Office for guidance or to make an appeal at:-
Wycliffe House, Water Lane, Wilmslow, Cheshire. SK9 5AF
Telephone: 0303 123 1113 (or 01625 545745 if you would prefer not to cal an ‘03’
number, or +44 1625 545745 if calling from overseas)
www.ico.org.uk
Yours sincerely
Garry Melding
Information & Asset Officer
FOI012519 – 13/03/2019
Customer Relationship Management 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?
North Hertfordshire District
Q2. How large is the Authority in terms of population?
Approx. 120K see Office of National Statistics for further information.
www.ons.gov.uk
Q3. How large is the Authority in terms of geographical boundaries?
144.9 Sq. Miles
Q4. How many information systems / databases does the Authority use?
Approx. 58
Q4a. How many of those are stand-alone (i.e. do not interact with any other information
system)?
Approx. 25
Q4b. How many of those interact with at least one other system (e.g. using API calls)?
Approx. 15 interface into another database
Q5. What services are provided to Residents by the Authority (e.g. Taxi Licensing, Waste,
Education, Planning Applications, etc.)
Waste, Taxi Licencing, Food Inspections via Env Health, Planning, Rev’s and Ben’s.
I would direct you to: www.north-herts.gov.uk as this lists our services.
Q6a. Does the Authority have an online portal for Residents?
Not currently but something we are reviewing as part of the Channel Shift project
Q6b. What is the uptake by residents as a percentage within the authority?
N/A
Q7. What percentage of services in Q4 are accessible to Residents online using Single
Sign On (SSO) on the portal?
Nil
Q8. What was the Authority’s annual spend for 2017-18?
17/18 Net direct spend (revenue): £16.1m
17/18 Capital spend: £9.5m
Q9. What was the Authority’s annual spend for 2017-18 for software licensing?
17/18 Software licensing transactions charged to revenue: £554k
Software licenses greater than 1 year (total contract liability charged to capital
(intangible asset) and amortised over the contract period).
Charge in 17/18:
3 year Microsoft software: £84k
3 year Email encryption software: £10k
3 year email web gateway software: £9k
2 year firewall security software: £4k
GRAND TOTAL (revenue + capital): £660k
Q10. What was the Authority’s annual spend for 2017-18 for payroll of employees, agency
staff, and contractors?
Employee Costs: £13.8m
HR system and payroll service in 2017/18: £11k (excludes system license costs
which are included in £554k above)
Q11. Does the Authority use a Customer Relationship Management (CRM) System?
(if Yes answer Q12 ad Q14, if No answer Q13)
Yes
Q12. If the Authority has a CRM system:
Q12a. When did the CRM system go Live?
Current CRM live since 2014
Q12b. How long did the implementation take?
Approx 6 months
Q12c. What were the main obstacles encountered to the implementation? (See "CRM
Challenges" below, please state all that apply)
No obstacles encountered
Q13. If the Authority does not have a CRM system:
N/A
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?
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