Dear St Albans 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

Lisa McCormack, St Albans District Council

CORPORATE SERVICES
Head of Service - Simonne De Vall
 
Our Ref: 000003076
Please ask for: FOI Coordinator
Direct Dial:  (01727) 819209
e-mail address: [St Albans District Council request email]
Date:  12th February 2019

 
 
Dear Sirs
 
Freedom of Information Request - acknowledgement
Reference:000003076
 
I write with regard to your request for information to St Albans City &
District Council. Your email was received by the Council on 8th February
2019.
 
Under Section 10(1) of the Freedom of Information Act 2000, we are
required to respond no later than 20 working days after the date we
receive your request.
This means that you should have a response by the 8th March 2019 . 
 
However, if we feel that we require further information to fulfill your
request we will write to inform you within the twenty day period [section
1(3)].
 
If the Council considers that we require further time to respond then we
will write to you informing you of the estimated date of response [section
10 (3)].
 
If we consider that complying with the request will exceed the cost limit
then we will write to tell you within 20 working days.
 
Kind Regards
 
 
 
FOI Coordinator
Corporate Services
 
 
 
 
 
 
 
 
Privacy Notice for Freedom of Information (FOI)/Environmental Information
(EIR) Processes
This privacy notice explains how St Albans City & District Council (the
Data Controller) will use any personal information we collect about you
when you use our services.
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The information that the Council will collect varies depending on how you
use the Council’s Services. We are using the information provided in this
case because we have a legal obligation (Art. 6(1)(c)).  This means we
collect your personal information from you so that we can carry out a
function we are required by law to carry out i.e. responding to FOI and
EIR requests.  You will usually provide the following information: your
contact information and details of your request [Art. 6(1)(a)].   We are
collecting this limited personal information so we can respond to your
request.                                     
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You have a right to request a copy of the personal information that we
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You can find out more about your rights on our website:  
[3]http://www.stalbans.gov.uk/council-and-d...
Changes to our Data Protection Policy
We have a Data Protection Policy in place and this can be found here:
[4]http://www.stalbans.gov.uk/Images/SADC%2...
We review this policy annually.  An updated General Data Protection
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Our Data Protection Officer for the purposes of Articles 37 to 39 of the
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calling 01727 819209 for our Complaints Team.
 
 
How to contact us
Please contact us if you have any questions about our Data Protection
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District Council, St Peter’s Street, St Albans, AL1 3JE. 
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GDPR Privacy Notice – FOI and EIR Art 6(1)(c) Legal Obligation 02.5.18
 
 
 
****Disclaimer****
The information in this message should be regarded as Private and is
intended for the addressee only unless explicitly stated.
If you have received this message in error it must be deleted and the
sender
notified.
The views expressed in this message are personal and not necessarily
those of St Albans City and District Council unless explicitly stated.
Please be aware that emails sent to or received from St Albans City and
District Council may be intercepted and read by the council.
Interception will only occur to ensure compliance with council policies or
procedures or regulatory obligations, to prevent or deter crime, or for
the
purposes of essential maintenance or support of the email system.
Please note that the Council does not accept service by e-mail
The personal information you provide will be held in accordance with the
General Data Protection Regulation (GDPR) and the Council’s Data
Protection Policy.  You can find more information about how we will handle
your personal information in our privacy notice: [9]Privacy Notice

References

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Lisa McCormack, St Albans District Council

CORPORATE SERVICES
Head of Service - Simonne De Vall
 
Our Ref: 000003076
Please ask for: FOI Coordinator
Direct Dial:  (01727) 819209
e-mail address: [St Albans District Council request email]
Date:  15th March 2019

 
 
Dear Sirs
 
Freedom of Information Request Ref. No. 000003076
 
I write with regard to your request for information sent by email to St
Albans City & District Council.  Your email was received by the Council on
8th February 2019
 
Under the Freedom of Information Act 2000, we are required to confirm what
information we hold, and if we do hold the information, disclose the
information, subject to exemptions or other provisions applying.
 
You requested:
 
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)
 
 
Our response:
 
We can confirm that we do hold this information.
 
Responses in red below.  With regards to take up of My St Albans we could
only only provide figures for residents take up.
 
Q1. What is the full official name of the Authority? St Albans City and
District Council
Q2. How large is the Authority in terms of population? 147,100
Q3. How large is the Authority in terms of geographical boundaries?
16118.48ha
Q4. How many information systems / databases does the Authority use? 80
Q4a. How many of those are stand-alone (i.e. do not interact with any
other information system)? 10
Q4b. How many of those interact with at least one other system (e.g. using
API calls)? 70
Q4c. Are the systems mainly centered around Residents or Properties? Yes
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? Yes
Q6b. If it does, what is the uptake (as a percentage) across the
authority?
Q6b. What is the uptake by residents as a percentage within the authority?
4.12%
Q7. What percentage of services in Q4 are accessible to Residents online
using Single Sign On (SSO) on the portal? None
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?  £664,900
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? 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? April 2017 for the first
application of CRM.
Q12b. How long did the implementation take? 5 weeks.
Q12c. What were the main obstacles encountered to the implementation? (See
"CRM Challenges" below, please state all that apply) This implementation
was to put Salesforce into the ICT ServiceDesk, and was a very discrete
implementation and hence very quick. We have been working on back office
functionality since then using salesforce, but will be looking to
implement the front office CRM processes this year and are current working
on the design.
Q8 and Q10.
[1]https://www.stalbans.gov.uk/council-and-...
 
 
If you are dissatisfied with this response the Commissioner’s Office
recommends that you first refer the matter to the Council. You can do this
by writing to [2][St Albans District Council request email] asking for an internal review of my
decision. If you wish the Council to undertake an internal review, then
you must write to the Council within 40 working days of the date of this
letter. The Council will not consider any requests received after this
date unless there are exceptional circumstances for the delay. 
 
You have a right to appeal to the Information Commissioner's Office at the
following address: Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.
You must do this no later than two months after the Local Authority’s last
response to you.
 
 
Kind Regards
 
 
FOI Coordinator
Corporate Services
 
 
 
 
Your vote matters; don’t lose it.
 
To vote in the local council elections on Thursday 2 May
2019 you must be registered to vote.
 
Register online at: [3]www.gov.uk/register-to-vote. The
deadline to register to vote is Friday 12 April 2019.
 
Registration forms are also available. Email
[email address] or call 01727 819294.
 
For further information go to: [4]www.yourvotematters.co.uk
and [5]www.stalbans.gov.uk/elections.
 
Last date for postal vote applications is 5pm Monday 15
April.
Last date for proxy applications is 5pm Wednesday 24 April.
 
****Disclaimer****
The information in this message should be regarded as Private and is
intended for the addressee only unless explicitly stated.
If you have received this message in error it must be deleted and the
sender
notified.
The views expressed in this message are personal and not necessarily
those of St Albans City and District Council unless explicitly stated.
Please be aware that emails sent to or received from St Albans City and
District Council may be intercepted and read by the council.
Interception will only occur to ensure compliance with council policies or
procedures or regulatory obligations, to prevent or deter crime, or for
the
purposes of essential maintenance or support of the email system.
Please note that the Council does not accept service by e-mail
The personal information you provide will be held in accordance with the
General Data Protection Regulation (GDPR) and the Council’s Data
Protection Policy.  You can find more information about how we will handle
your personal information in our privacy notice: [6]Privacy Notice

References

Visible links
1. https://www.stalbans.gov.uk/council-and-...
2. mailto:[St Albans District Council request email]
3. http://www.gov.uk/register-to-vote
4. http://www.yourvotematters.co.uk/
5. http://www.stalbans.gov.uk/elections
6. http://www.stalbans.gov.uk/Images/Privac...