Dear North Hertfordshire District 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

services, North Hertfordshire District Council

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Kind regards,
Customer Service
North Hertfordshire District Council
 
 
 

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Freedom Of Information at NHDC, North Hertfordshire District Council

Hi Baptiste
 
I am writing to you to ask for clarification in regards to your FOI
Request.
 
The questions I need clarification for are as follows:

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)?
 
As a district council we have over 400 software solutions therefore could
you please clarify whether these questions are relating to any specific
system(s).

Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors?
 
Could you also please clarify whether this questions relates to the value
of payroll contract or the expenditure on staff.
 
I have currently placed your request on hold for 30 days whilst we await a
response from yourself. Once I have received your response I can then take
your request off of hold and proceed with request in order to respond to
your request within the stipulated time frame of 20 working days.
 
Kind regards
Nathan Godfrey
Information and Asset Officer
Direct Dial: 01462 474375
 
North Hertfordshire District Council
Council Offices, Gernon Road
Letchworth Garden City
Hertfordshire
SG6 3JF
 
Follow us on [1]Twitter
Like us on [2]Facebook
[3]www.north-herts.gov.uk
 
 
 

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Dear Nathan,

For Q4, this relates to all systems.
Due to the high number of systems at North Hertfordshire, an approximation is sufficient.

For Q10, the expenditure on staff (employees, agency, and consultants). Where employees are employed by a third party (e.g. Capita, Amey, etc.), these should be excluded.

Yours sincerely,

Baptiste

Freedom Of Information at NHDC, North Hertfordshire District Council

1 Attachment

Dear Baptiste GC
 
Your request has now been processed and the information that we hold is
attached below.
Yours sincerely
 
 
Garry Melding
Information and Assets Officer
Direct Dial: 01462 474216
North Hertfordshire District Council
DCO,
Gernon Road
Letchworth Garden City
Hertfordshire
SG6 3JF
 
 
 

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