Dear Scarborough 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, Scarborough Borough Council

Dear Sir/Madam

I refer to your Freedom of Information request appended below, and can advise you that in order for me to process your request, I need a note of your full name.

Under the FOI Act, a request can be made in the name of an organisation, or by one person on behalf of another, such as a solicitor on behalf of a client; and must include a title and/or first name with surname. The prime consideration is whether enough of a person’s full name has been provided to give a reasonable indication of that person’s identity.

FOI Officer
Scarborough Borough Council
e: [Scarborough Borough Council request email] | t: 01723 232323 | w: www.scarborough.gov.uk     

Office: Town Hall, St Nicholas Street, Scarborough, YO11 2HG
Business Hours: 8.30 am to 5.00 pm, excluding bank holidays

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Dear FOI Officer,

My full name is Baptiste Guittet.

Yours sincerely,

Baptiste

FOI, Scarborough Borough Council

Dear Baptiste

 

Email Address: [FOI #551246 email]

FOI Request Reference: FOIA6444 - Customer Relationship Management
Software

Thank you for your written communication of 13/02/2019

Your request has been referred to the responsible officer and a response
should be made within the statutory timeframe of 20 working days from the
date of receipt.

In some circumstances a fee may be payable and if that is the case, we
will let you know. A fees notice will be issued to you, and you will be
required to pay before we will proceed to deal with your request.

Please ensure that any further communication in relation to this matter is
sent by you to the Freedom of Information Officer at the below address
quoting the reference FOIA6444 in all communications.

Yours sincerely,

Freedom of Information Officer

 

Freedom of Information Officer

Legal and Democratic Services

Scarborough Borough Council

e:  [1][Scarborough Borough Council request email]

t: 01723 232323

f: 0870 2384159

w:  [2]www.scarborough.gov.uk

 

 

 

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FOI, Scarborough Borough Council

Dear Baptiste

 

Re: Freedom of Information Act 2000 – FOIA6444

 

Thank you for your request which has been dealt with under the Freedom of
Information Act 2000 (FOIA). You requested the following information:

 

Request

1.       What is the full official name of the Authority?

Scarborough Borough Council

 

2.       How large is the Authority in terms of population?

Approx 108,400 people

 

3.       How large is the Authority in terms of geographical boundaries?

816.5 km squared

 

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

20 multi-user information systems / databases and several single-user
Microsoft Access databases.

 

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

2

 

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

18

 

c)       Are the systems mainly centered around Residents or Properties?

Yes, however we have a Payroll system, an ICT Service Desk system and a
Democracy management system which are not centred around either Residents
or Properties.

 

5.       What services are provided to Residents by the Authority (e.g.
Taxi Licensing, Waste, Education, Planning Applications, etc.)

Licensing, Waste and Recycling, Planning, Benefits, Environmental Health,
Burials, Cremations and Cemeteries, Handyperson Service, Dog Warden, MOTs,
Oil Buying Co-operative, Parking, Commercial Waste and Council Tax.

 

6.       Does the Authority have an online portal for Residents?

Yes.

 

a)      If it does, what is the uptake (as a percentage) across the
authority?

We have 27,621 online portal self-service accounts. We do not record the
uptake (as a percentage) across the authority.

 

b)      What is the uptake by residents as a percentage within the
authority?

We do not record this information.

 

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

25%.

 

8.       What was the Authority’s annual spend for 2017-18?

The Council publishes this information each year as part of its statutory
Statement of Accounts. These are available at
[1]www.scarborough.gov.uk/finance  

 

9.       What was the Authority’s annual spend for 2017-18 for software
licensing?

£223,859.

 

10.   What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors?

The Council publishes this information each year as part of its statutory
Statement of Accounts. These are available at
[2]www.scarborough.gov.uk/finance

 

In addition, the information from the Council’s RO form is published on
the gov.uk website.  For 2017/18 this information is available at
[3]https://www.gov.uk/government/statistics...

 

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

Yes.

 

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

 

12.   If the Authority has a CRM system:

a)      When did the CRM system go Live?

2014

 

b)      How long did the implementation take?

8 months.

 

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

•                    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

 

13.   If the Authority does not have a CRM system:

a)      Has the implementation of a CRM ever been considered?

b)      If Yes to Q13a., what were the reasons for not proceeding? (See
"CRM Challenges" below, please state all that apply)

c)       Has the implementation of a CRM ever been planned or undertaken,
but subsequently abandoned?

d)      If Yes to Q13c., what were the reasons for the failure of the
project? (See "CRM Challenges" below, please state all that apply)

Not applicable

 

14.   Are the IT systems centred primarily around Residents or Properties?

Both

 

Review

If you are unhappy with the service you have received in relation to your
request and wish to make a complaint or request a review of our decision,
you should write to the Freedom of Information Officer, Legal and Support
Services, Town Hall, St Nicholas Street, Scarborough, North Yorkshire,
YO11 2HG  or email [4][Scarborough Borough Council request email]

               

If you are not content with the outcome of your complaint, you may apply
directly to the Information Commissioner for a decision. Generally, the
Information Commissioner’s Office cannot make a decision unless you have
exhausted the complaints procedure provided by Scarborough Borough
Council. The Information Commissioner can be contacted at: The Information
Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9
5AF | Tel: 01625 545745 | Fax: 01625 524510 | Web: | [5]www.ico.org.uk |

 

Yours sincerely

 

 

Freedom of Information Officer

Legal and Democratic Services

Scarborough Borough Council

e:  [Scarborough Borough Council request email]

t: 01723 232323

f: 0870 2384159

w:  www.scarborough.gov.uk

 

 

 

 

 

 

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