Dear Rother 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)?
Q4c. Are the systems mainly centered around Residents or Properties?
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?
Q6b. If it does, what is the uptake (as a percentage) across the authority?
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, 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. Are the IT systems centred primarily 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

foi, Rother District Council

Dear Mr GC

FREEDOM OF INFORMATION ACT 2000

Thank you for your request received on 08 February 2019 relating to information about customer relationship management. We aim to respond to your request for information within 20 working days, in accordance with the requirements of the Freedom of Information Act.

Freedom of Information Manager

Rother District Council
Town Hall
Bexhill on Sea TN39 3JX

T: 01424 787000
E: [Rother District Council request email]
W: www.rother.gov.uk

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foi, Rother District Council

1 Attachment

Dear Mr GC

 

FREEDOM OF INFORMATION ACT 2000

 

With reference to your request received on 08 February 2019 about customer
relationship management, please find our response attached hereto. 

 

If you are dissatisfied with the handling of the request please contact us
within 60 calendar days of this response, if you wish to request an
internal review.  If you are still dissatisfied with the outcome of the
internal review you have the right to make a complaint to the Information
Commissioner.  Their details are:

 

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire   SK9 5AF

Tel. 01625 545700

[1]www.ico.org.uk

 

Please note that the information provided by Rother District Council is
intended for your personal use.  If it is your intention to re-use the
information for commercial gain, you will need to apply to the Council for
a license to re-use it, under the Re-Use of Public Sector Information
Regulations 2005.

 

 

 

Freedom of Information Manager

 

Rother District Council

Town Hall

Bexhill on Sea TN39 3JX

 

T: 01424 787000

E: [2][Rother District Council request email]

W:  [3]www.rother.gov.uk

 

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[5]Visit our Website

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