Customer Relationship Management

The request was successful.

Dear South Norfolk 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 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

Right2Know,

Dear Baptiste GC

 

Thank you for your request of information which is being considered. You
may be aware that we have to respond to Freedom of Information (FOI)
requests within 20 working days and as soon as is reasonably practicable,
therefore you will receive a response by Friday 8^th March 2019 or
earlier.

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 some or all
of the information may not be released. You will be informed if this is
the case, including your rights of appeal.

 

If any of the information you have requested is not contained in a
recorded format, South Norfolk Council is not obliged to create
information for the purpose of responding to your request

There may be a fee payable for ‘reasonable disbursement’ costs such as
postage and photocopying. This will be considered and you will be informed
if a fee is payable. 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 let me know.  If you do
contact us again concerning this request, please quote FOI 19-97.

 

Regards

 

Chelsea Lee

Business Support Apprentice

 t 01508 533 866  e [email address]  

 

This email and any attachments are intended for the addressee only and may
be confidential. If they come to you in error you must take no action
based on them, nor must you copy or show them to anyone. Please advise the
sender by replying to this email immediately and then delete the original
from your computer. Unless this email relates to Broadland District
Council or South Norfolk Council business it will be regarded by the
council as personal and will not be authorised by or sent on behalf of the
councils. The sender will have sole responsibility for any legal actions
or disputes that may arise. We have taken steps to ensure that this email
and any attachments are free from known viruses but in keeping with good
computing practice, you should ensure they are virus free. Emails sent
from and received by members and employees of Broadland District Council
and South Norfolk Council may be monitored. 

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Right2Know,

5 Attachments

Good Morning

 

I refer to your Freedom of Information request to which I am now in a
position to respond. My response is outlined below along with your
questions for ease of reference.

 

Q1. What is the full official name of the Authority? South Norfolk
District Council

Q2. How large is the Authority in terms of population? Under section
1(1)(a) of the Freedom of Information Act 2000, I am advising you that the
Council does not hold the information you have requested. You may wish to
refer to the 2011 census data: 124,012

Q3. How large is the Authority in terms of geographical boundaries? A map
of South Norfolk can be viewed on the Ordnance Survey website.

Q4. How many information systems / databases does the Authority use? 150

Q4a. How many of those are stand-alone (i.e. do not interact with any
other information system)? 25%

Q4b. How many of those interact with at least one other system (e.g. using
API calls)? 75%

Q4c. Are the systems mainly centered around Residents or Properties?
NEITHER

Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.) Please see our
website: [1]https://www.south-norfolk.gov.uk/

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?

As of 25/02/2019: 6,003 customers had an account.

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

Please see response to Q6b.

Q7. What percentage of services in Q4 are accessible to Residents online
using Single Sign On (SSO) on the portal?

Q4 does not relate to services – it relates to systems and databases; many
of which the public do not require access to. However, all online services
are accessed via single sign on, with the exception of Leisure and My
South Norfolk (commenting on a planning application service) due to these
systems being unable to provide integration for single sign on. Our policy
is for all systems to be integrated with single sign on where possible and
any systems that are due for renewal will be procured with this in mind as
per the digital declaration signed by this council.

Q8. What was the Authority’s annual spend for 2017-18? Please see the
Statement of Accounts on our website:
[2]https://www.south-norfolk.gov.uk/stateme...

Q9. What was the Authority’s annual spend for 2017-18 for software
licensing? Please see the Contracts Register on our website:
[3]https://www.south-norfolk.gov.uk/about-u...

Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors? £14,371,393.63 was spent on
payroll (including salary, NI, pension, overtime, statutory sick pay &
statutory maternity pay). For payments related to agency staff and
contractors, please see our website for supplier spending data:
[4]https://www.south-norfolk.gov.uk/about-u...

Q11. Does the Authority use a Customer Relationship Management (CRM)
System?  NO

(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? NA

Q12b. How long did the implementation take? NA

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: NA

Q13a. Has the implementation of a CRM ever been considered? NO

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? NA

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?
NEITHER

 

I hope this is of assistance and is sufficient to meet your requirements,
but if, for whatever reason you wish to get back to me, please feel free
to do so. In particular if you are unhappy with the information provided
or how your request was handled please let me know and I will explain how
you can request an internal review of our decision. 

 

Please quote FOI 19-97 in any further correspondence concerning this
request.

 

Regards

 

Emma Goddard
Senior Governance Officer & Deputy Monitoring Officer
t 01508 533943 e [email address]  

[5]cid:image001.jpg@01D4D371.648E0060 [6]Broadland District [9]South Norfolk Council
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This email and any attachments are intended for the addressee only and may
be confidential. If they come to you in error you must take no action
based on them, nor must you copy or show them to anyone. Please advise the
sender by replying to this email immediately and then delete the original
from your computer. Unless this email relates to Broadland District
Council or South Norfolk Council business it will be regarded by the
council as personal and will not be authorised by or sent on behalf of the
councils. The sender will have sole responsibility for any legal actions
or disputes that may arise. We have taken steps to ensure that this email
and any attachments are free from known viruses but in keeping with good
computing practice, you should ensure they are virus free. Emails sent
from and received by members and employees of Broadland District Council
and South Norfolk Council may be monitored. 

From: Right2Know
Sent: 14 February 2019 16:31
To: Baptiste GC <[FOI #551240 email]>
Subject: RE: Freedom of Information request 19-97- Customer Relationship
Management

 

Dear Baptiste GC

 

Thank you for your request of information which is being considered. You
may be aware that we have to respond to Freedom of Information (FOI)
requests within 20 working days and as soon as is reasonably practicable,
therefore you will receive a response by Friday 8^th March 2019 or
earlier.

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 some or all
of the information may not be released. You will be informed if this is
the case, including your rights of appeal.

 

If any of the information you have requested is not contained in a
recorded format, South Norfolk Council is not obliged to create
information for the purpose of responding to your request

There may be a fee payable for ‘reasonable disbursement’ costs such as
postage and photocopying. This will be considered and you will be informed
if a fee is payable. 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 let me know.  If you do
contact us again concerning this request, please quote FOI 19-97.

 

Regards

 

Chelsea Lee

Business Support Apprentice

 t 01508 533 866  e [12][email address]  

 

This email and any attachments are intended for the addressee only and may
be confidential. If they come to you in error you must take no action
based on them, nor must you copy or show them to anyone. Please advise the
sender by replying to this email immediately and then delete the original
from your computer. Unless this email relates to Broadland District
Council or South Norfolk Council business it will be regarded by the
council as personal and will not be authorised by or sent on behalf of the
councils. The sender will have sole responsibility for any legal actions
or disputes that may arise. We have taken steps to ensure that this email
and any attachments are free from known viruses but in keeping with good
computing practice, you should ensure they are virus free. Emails sent
from and received by members and employees of Broadland District Council
and South Norfolk Council may be monitored. 

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