Customer Relationship Management

Baptiste GC made this Freedom of Information request to Newark and Sherwood District Council

This request has been closed to new correspondence. Contact us if you think it should be reopened.

The request was successful.

Dear Newark and Sherwood 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

Newark and Sherwood District Council

Dear Sir/Madam,

Your request for information was received by us on 08/Feb/2019. Our
initial assessment of your request is that the information in question, if
it is held by the council, may fall within the scope of the Freedom of
Information Act 2000. A further assessment will be made once we have
located any relevant information held by the council.

Under the provisions of the Freedom of Information Act 2000, we will
respond to your request promptly, but in any case within 20 working days
following the date that we received it. This means that you will receive a
response from the Council on or before 08/Mar/2019.

For your information, the Act defines a number of exemptions, which may
prevent release of some or all of the information you have requested.
There will be an assessment of the information available and if any of the
exemption categories apply the information may not be released. In the
case of a qualified exemption the Public Interest Test will be considered.
You will be informed if any of the information held is subject to any
exemption and if so reason the exemption has been applied and of your
rights of appeal.

If the information you request contains reference to a third party they
may be consulted prior to a decision being taken on whether or not to
release the information to you. You will be informed if this is the case.

If you have asked for any information to be provided in a specific format
we will do our best to do so. However if it is not practicable or it is
unreasonable to do so, any information will be provided in Adobe Acrobat
pdf.

Should you require the information to be provided other than by email a
fee may be payable in respect of disbursements, you will be informed if
this is the case. In this event the fee must be paid before the
information is processed and released. The 20 working day time limit for
responses is suspended until receipt of the payment.

For a comprehensive guide to your rights under the Freedom of Information
Act and how we will handle your request, you may like to visit our Access
to Information web pages at
[1]www.newark-sherwooddc.gov.uk/yourcouncil/makingarequestforinformation/.

The personal information you have provided to us will only be used to
process your request and the information will be treated in accordance
with the General Data Protection Regulation 2016 and the Data Protection
Act 2018.

If you have any queries or concerns about your request please do not
hesitate to contact me, quoting the reference number given in the subject
line of this email.

Yours sincerely,

Information Governance Team
Newark and Sherwood District Council

Tel: 01636 655216/7

show quoted sections

References

Visible links
1. file:///tmp/www.newark-sherwooddc.gov.uk/yourcouncil/makingarequestforinformation/
2. https://www.newark-sherwooddc.gov.uk/you...

Newark and Sherwood District Council

1 Attachment

Dear Sir/Madam,

Your request for information received by us on 08/Feb/2019 has now been
considered and the council's response attached hereto.

If you have any queries or concerns about your request, or any
difficulties with any attachments please do not hesitate to contact me,
quoting the reference number shown in the subject line of this email.

Yours sincerely,

Information Governance Team
Newark and Sherwood District Council

Tel: 01636 655216/7

show quoted sections

References

Visible links
1. https://www.newark-sherwooddc.gov.uk/you...