Customer Relationship Management

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Dear Oxford 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

freedomofinformation, Oxford City Council

Dear Baptiste,

Thank you for your email. You will receive a response within 20 working days from the date of your request, as required under the Freedom of Information Act 2000.

Yours sincerely

Merilyn

Merilyn Davies | Freedom of Information and Complaints Officer| Law and Governance | Oxford City Council – Normal working hours Monday to Friday 09:30 – 14:30

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freedomofinformation, Oxford City Council

Thank you for your FOI request and please find below the information requested.

Dear Oxford 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? Oxford City Council
Q2. How large is the Authority in terms of population? Publicly available via our website. As such, I consider that the exemption under Section 21 of The Freedom of Information Act 2000 - which provides for material that is reasonably accessible by other means - applies in this instance.
Q3. How large is the Authority in terms of geographical boundaries? Publicly available via our website. As such, I consider that the exemption under Section 21 of The Freedom of Information Act 2000 - which provides for material that is reasonably accessible by other means - applies in this instance.
Q4. How many information systems / databases does the Authority use? Our contract register has 115 software (systems/databases) recorded.
Q4a. How many of those are stand-alone (i.e. do not interact with any other information system)? Not possible to determine directly. Most integrate with at least one other system (internet forms).
Q4b. How many of those interact with at least one other system (e.g. using API calls)? Not possible to determine directly. We have circa 20 core business systems with APIs, but the definition of data exchanges means most integrate with at least one other system (internet forms).

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? No, assuming the inference is a single view of the customer portal.
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? None. Individual portals have individual authentication schemes.
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? We don’t break down software costs to licensing only. The ICT budget for applications was circa £1.8m
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? Yes
(if Yes answer Q12 ad Q14, if No answer Q13) Q12. If the Authority has a CRM system: Lagan
Q12a. When did the CRM system go Live?
Q12b. How long did the implementation take? The implementation was carried out when the ICT service was provided by Oxfordshire County Council. Since then the service has moved back in-house. Therefore we do not have details.
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: The implementation was carried out when the ICT service was provided by Oxfordshire County Council. Since then the service has moved back in-house. Therefore we do not have details.
Q13a. Has the implementation of a CRM ever been considered? Not applicable
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? Not applicable.
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? Not applicable.
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) Please clarify what question is being asked.

If you are not satisfied with how your request has been dealt with and would like to request an internal review, please contact:
Anita Bradley
Head of Law and Governance
Oxford City Council,
St Aldate's Chambers
109 St Aldate's
Oxford, OX1 1DS
If you remain dissatisfied after the completion of a review, you have a right of appeal to the Information Commissioner’s Office:
Information Commissioner
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF.
Telephone: 0303 123 1113 (local Rate) or 01625 545 745 (national rate)
Email: [email address]
Website: www.ico.gov.uk.

Yours sincerely

Merilyn

Merilyn Davies | Freedom of Information and Complaints Officer| Law and Governance | Oxford City Council – Normal working hours Monday to Friday 09:30 – 14:30

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