Dear Richmondshire 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

Cantrell, Sheila, Richmondshire District Council

3 Attachments

< This e-mail was classified as: OFFICIAL >

RDC FOI Ref: 6161 – Various  

Dear Sir

Freedom of Information Act 2000 - Information Request

I acknowledge your request for information received on 08 February 2019.

Your request is being considered and you will receive the information
requested within the statutory timescale of 20 working days as defined by
the Freedom of Information Act 2000, subject to the information not being
exempt or containing a reference to a third party.

If appropriate, the information may be provided in paper copy, normal font
size. If you require alternative formats, e.g. language, audio, large
print, etc. then please let me know.

For your information, the Act defines a number of exemptions, which may
prevent release of the information you have requested. There will be an
assessment and if any of the exemption categories apply then the
information will not be released. You will be informed if this is the
case, including your rights of appeal.

If the information you request contains reference to a third party then
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.

There may be a fee payable for this information. 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.

If you have any queries or concerns then please contact Business Support
Team Leader at Richmondshire District Council, Mercury House, Station
Road, Richmond, North Yorkshire, DL10 4JX Tel: 01748 900931, Email:
[1][Richmondshire District Council request email]

Further information is also available from the Information Commissioner
at:

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Telephone: 01625 545 700

[2]www.informationcommissioner.gov.uk

 

Yours sincerely

 

 

Sheila Cantrell

 

 

Sheila Cantrell
Business Support Team Leader
Richmondshire District Council
t: 01748 900931
e: [email address]
w: [3]www.richmondshire.gov.uk

[4]Link to Facebook[5]Link to Twitter

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and all copies from your system. Any views or opinions expressed are
solely those of the author and do not necessarily represent those
of Richmondshire District Council.

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with relevant legislation.

Richmondshire District Council, Mercury House, Station Road, Richmond,
North Yorkshire, DL10 4JX.

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Cantrell, Sheila, Richmondshire District Council

3 Attachments

< This e-mail was classified as: OFFICIAL >

RDC FOI Ref: 6161 – Various

 

Dear Sir

 

Freedom of Information Act 2000 – Information Request

 

Your request for information has now been considered and the information
requested is below.

 

Information Disclosed

-------------------------------------------------------

 

Q1. What is the full official name of the Authority? – Richmondshire
District Council
Q2. How large is the Authority in terms of population? -  52,510
Q3. How large is the Authority in terms of geographical boundaries? - 509
sq miles (1,319 km^2)
Q4. How many information systems / databases does the Authority use? – 25
Business Application systems
Q4a. How many of those are stand-alone (i.e. do not interact with any
other information system)? – 10 Standalone
Q4b. How many of those interact with at least one other system (e.g. using
API calls)? – 5 Systems
Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.) – Normal Waste,
Recycling, Garden Waste, Garden Assistance, Taxi Licensing, Planning, Pest
Control, Council Tax, Benefits, Housing Rents, Housing Repairs, Street
Scene, Street Lighting, Cemeteries, Play Parks, Car Parking Permits,
Disabled Facilities Grants, Home Improvements, Lifeline, Total Land
Charges, Environmental Health, Food Safety, Licensing (Temporary Event
Notices,  Alcohol, Gambling, Animal Welfare), anti-social behaviour, dog
fouling, fly tipping, hedges, grass and dangerous trees, lost dogs, noise
and neighbourhood nuisance, public toilets, street signage, homelessness
Q6a. Does the Authority have an online portal for Residents? – Yes.  We
have a My Account function within our website
Q7b. What is the uptake by residents as a percentage within the authority?
– 2.93%
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? - £6,501,710.37.
Q9. What was the Authority’s annual spend for 2017-18 for software
licensing? £159,861
Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors? - £5,391,891.42
Q11. Does the Authority use a Customer Relationship Management (CRM)
System? - No
(if Yes answer Q12 ad Q14, if No answer Q13)
Q12. If the Authority has a CRM system: - N/A
Q12a. When did the CRM system go Live? - N/A
Q12b. How long did the implementation take? - N/A
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? - Yes
Q13b. If Yes to Q13a., what were the reasons for not proceeding? (See "CRM
Challenges" below, please state all that apply)

 

Integration with Existing back-office applications

Funding

Q13c. Has the implementation of a CRM ever been planned or undertaken, but
subsequently abandoned?  - No
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? – N/A

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