Customer Relationship Management

The request was successful.

Dear Runnymede Borough 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 and 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. 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, Runnymede Borough Council

       

Dear Baptiste

 

This is to acknowledge receipt of your freedom of information request,
reference 19.02.23  received on 08 February 2019.

 

Your request is being dealt with under the terms of the Freedom of
Information Act 2000 and will be answered within twenty working days.

 

Regards

 

FOI Officer | Runnymede Borough Council

[1][email address]        [2]www.runnymede.gov.uk

 

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FOI, Runnymede Borough Council

Dear Baptiste

 

Thanks for your FOIA request.

 

Please see the comments within your original email below.

 

The information sought, highlighted in grey, has been provided.

 

The information sought, highlighted in yellow, has not been provided. I’m
sorry but there will be a slight delay. We hope to be able to respond to
this part of your request in full, next week. I have asked the respective
Service to respond to you direct.

 

If you are not satisfied with our response, we can offer you an internal
review and the link below takes you to our Complaints and Compliments
home-page within which there is a link to our Freedom of Information
internal review process

 

[1]https://www.runnymede.gov.uk/article/151...

 

If subsequently you are not satisfied with the Council’s decision you may
apply to the Information Commissioner for a decision.  Generally, the ICO
cannot make a decision unless you have exhausted the complaints procedure
provided by the Council.

 

The Information Commissioner can be contacted at the following address:

 

The Information Commissioner

Wycliffe House

Water Lane

Wilmslow

SK9 5AS

 

[2]https://ico.org.uk/

 

Regards

 

 

FOI Officer | Runnymede Borough Council

[3][email address]        [4]www.runnymede.gov.uk       

 

 

 

 

 

 

 

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FOI, Runnymede Borough Council

Dear Baptiste

 

Thanks for your FOIA request.

 

The remainder of what’s sought has just been provided by the relevant
Service and is as below:

 

Q4. How many information systems / databases does the Authority use?
Approx. 20

Q4a. How many of those are stand-alone (i.e. do not interact with any
other information system)? 8

Q4b. How many of those interact with at least one other system (e.g. using
API calls)? 12

Q4c. Are the systems mainly centered around Residents or Properties? Both

 

Q6a. Does the Authority have an online portal for Residents?          Yes

Q6b. If it does, what is the uptake (as a percentage) across the
authority? Information not held

Q7b. What is the uptake by residents as a percentage within the authority?
4%

Q7. What percentage of services in Q4 are accessible to Residents online
using Single Sign On (SSO) on the portal? None, the portal does not have
single sign on

 

Q11. Does the Authority use a Customer Relationship Management (CRM)
System?  yes

(if Yes answer Q12 and Q14, if No answer Q13)

Q12. If the Authority has a CRM system:

Q12a. When did the CRM system go Live? June 2018

Q12b. How long did the implementation take? 9 months

Q12c. What were the main obstacles encountered to the implementation? (See
"CRM Challenges" below, please state all that apply)

 

CRM Challenges

Training users to effectively use the solution

Integration with existing back-office applications

Other (please specify)

Staff resources for testing, training and implementing

Take up from residents

 

 

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?
Properties

 

If you are not satisfied with our response, we can offer you an internal
review and the link below takes you to our Complaints and Compliments
home-page within which there is a link to our Freedom of Information
internal review process

 

[1]https://www.runnymede.gov.uk/article/151...

 

If subsequently you are not satisfied with the Council’s decision you may
apply to the Information Commissioner for a decision.  Generally, the ICO
cannot make a decision unless you have exhausted the complaints procedure
provided by the Council.

 

The Information Commissioner can be contacted at the following address:

 

The Information Commissioner

Wycliffe House

Water Lane

Wilmslow

SK9 5AS

 

[2]https://ico.org.uk/

 

Regards

 

 

FOI Officer | Runnymede Borough Council

[3][email address]        [4]www.runnymede.gov.uk       

 

 

From: FOI
Sent: 08 March 2019 13:24
To: '[FOI #551229 email]'
Subject: FW: FOI 19.02.23 - Customer Relationship Management - Part
Completed

 

 

Please see the comments within your original email below.

 

The information sought, highlighted in grey, has been provided.

 

The information sought, highlighted in yellow, has not been provided. I’m
sorry but there will be a slight delay. We hope to be able to respond to
this part of your request in full, next week. I have asked the respective
Service to respond to you direct.

 

If you are not satisfied with our response, we can offer you an internal
review and the link below takes you to our Complaints and Compliments
home-page within which there is a link to our Freedom of Information
internal review process

 

[5]https://www.runnymede.gov.uk/article/151...

 

If subsequently you are not satisfied with the Council’s decision you may
apply to the Information Commissioner for a decision.  Generally, the ICO
cannot make a decision unless you have exhausted the complaints procedure
provided by the Council.

 

The Information Commissioner can be contacted at the following address:

 

The Information Commissioner

Wycliffe House

Water Lane

Wilmslow

SK9 5AS

 

[6]https://ico.org.uk/

 

Regards

 

 

FOI Officer | Runnymede Borough Council

[7][email address]        [8]www.runnymede.gov.uk       

 

 

 

 

 

 

 

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