Customer Relationship Management

Baptiste GC made this Freedom of Information request to Tamworth Borough Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Dear Tamworth 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?
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

Freedom of Information, Tamworth Borough Council

Nicola Hesketh

Project and Information Coordinator

 

Our Ref: FOI5726/NH/01

Please ask for: Nicola Hesketh

Direct dial: 01827 709

E-mail:  [email address]

 

Baptiste GC

 

11^th February 2019

 

Dear Baptiste GC

 

Freedom of Information – Invalid Request

 

At this moment in time your request for information received on 8^th
February 2019 is considered invalid for the following reason:

 

Incomplete name of applicant

 

Section 8(1) of the FOIA sets out the requirements of a valid request for
information and says that a request must, amongst other things, “state the
name of the applicant and an address for correspondence”.

 

The definition of “applicant” in section 84 of the FOIA adds weight to
this as the phrase in section 8(1)(b) should be read as “ the name of the
person making the request”. This also suggests that the use of a false or
fictitious name is not acceptable.

 

Therefore, where Tamworth Borough Council receives a request from a person
using an obvious pseudonym, or a name which is considered incomplete there
is no obligation to comply with the request.

 

Section 16 places a duty on Tamworth Borough Council to advise you that we
require a complete name or one it considers not to be a pseudonym to be
provided.

Although one of the underlying principles of the FOIA is that the identity
of the applicant is not taken into account, it can be relevant in certain
circumstances. For example, when:

 

·         a request is being made by the applicant for his/her own
personal data and so would be exempt under section 40(1) of the FOIA (and
would comprise a subject access request under the Data Protection Act
1998);

 

·         a public authority has good reason to believe a requester is
using a pseudonym to shield his/her identity in order to avoid the
possibility of the request being considered as vexatious or repeated; or

 

·         determining whether to aggregate costs for two or more requests
in accordance with the Fees Regulations.

 

Therefore please resubmit your request with the additional information for
us to consider.

 

 

 

Yours Sincerely

 

 

 

 

 

Nicola Hesketh

Project and Information Coordinator

 

 

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This email (and any attachment) is intended for the named recipient or entity to whom it is addressed.
It may contain private/confidential information or material that is privileged, and may not be further disclosed without authority from Tamworth Borough Council.
If you are not the intended recipient please accept our apologies and notify us immediately or telephone +(44) 01827 709 709, you must not take action based on it,

Copy, or show it to anyone, and return the original to us. If requested the reasonable cost will be reimbursed to you.

Any e-mail including its content and any attachments may be monitored by us for reasons of security and for monitoring internal compliance in accordance with our policies and procedures.

Protective software is in place to scan both e-mail content and any attachments to block any e-mail that could be considered potentially harmful.
This email and any attachments are believed to be free from viruses but it is your responsibility to carry out all necessary virus checks and Tamworth Borough Council accepts no liability in connection therewith

References

Visible links
1. https://ip.e-paycapita.com/AIP/itemSelec...
2. http://www.tamworth.gov.uk/
3. http://www.tamworth.gov.uk/do-it-online

Dear Freedom of Information,

Please note my full name is Baptiste Guittet

Yours sincerely,

Baptiste

Freedom of Information, Tamworth Borough Council

Nicola Hesketh

Project and Information Coordinator

 

Our Ref: FOI5726/NH/02

Please ask for: Nicola Hesketh

Direct dial: 01827 709266 / 01827 709587

E-mail: [1][Tamworth Borough Council request email]

Baptiste Guittet

 

14^th February 2019

 

Dear Baptiste Guittet

 

Freedom of Information Act 2000 – Request for Information

 

Thank you for your request for information regarding population and
geographical boundaries. Your request was received on 11^th February 2019
and I am dealing with it under the terms of the Freedom of Information Act
2000.

 

The request maybe subject to exemptions which the Authority is entitled to
apply, we will inform you if exemptions apply to this particular request. 

 

In some circumstances a fee may be payable and if that is the case, I 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 the request.

 

Any future correspondence you may have in relation to this matter can be
sent to the Project & Information Coordinator at:
[2][Tamworth Borough Council request email]  quoting the above reference number or
alternatively by post to:

 

Project and Information Coordinator,

Tamworth Borough Council,

Marmion House,

Tamworth,

B79 7BZ

 

Yours sincerely

 

 

 

Nicola Hesketh

Project and Information Coordinator

 

General Data Protection Regulations 2018

 

The information you have provided within your Freedom of Information
request will be held on our database and may also be held within manual
records for a period of 2 years from the date Tamworth Borough Council
received your request. Any personal data that you provide to Tamworth
Borough Council will be held in line with the requirements set out within
the General Data Protection Regulations 2018.  For more information on how
your information is used, how we maintain the security of your
Information, and your rights to access information we hold on you, please
visit our website at: [3]http://www.tamworth.gov.uk/privacy-notice or  the
ICO Website at:
[4]https://ico.org.uk/for-organisations/gui...
-

 

 

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[6][IMG] [7][IMG]

This email (and any attachment) is intended for the named recipient or entity to whom it is addressed.
It may contain private/confidential information or material that is privileged, and may not be further disclosed without authority from Tamworth Borough Council.
If you are not the intended recipient please accept our apologies and notify us immediately or telephone +(44) 01827 709 709, you must not take action based on it,

Copy, or show it to anyone, and return the original to us. If requested the reasonable cost will be reimbursed to you.

Any e-mail including its content and any attachments may be monitored by us for reasons of security and for monitoring internal compliance in accordance with our policies and procedures.

Protective software is in place to scan both e-mail content and any attachments to block any e-mail that could be considered potentially harmful.
This email and any attachments are believed to be free from viruses but it is your responsibility to carry out all necessary virus checks and Tamworth Borough Council accepts no liability in connection therewith

References

Visible links
1. mailto:[Tamworth Borough Council request email]
2. mailto:[Tamworth Borough Council request email]
3. http://www.tamworth.gov.uk/privacy-notice
4. https://ico.org.uk/for-organisations/gui...
5. https://ip.e-paycapita.com/AIP/itemSelec...
6. http://www.tamworth.gov.uk/
7. http://www.tamworth.gov.uk/do-it-online

Freedom of Information, Tamworth Borough Council

2 Attachments

Nicola Hesketh

Project and Information Coordinator

 

Our Ref: FOI5726/NH/03

Please ask for: Nicola Hesketh

Direct dial: 01827 709266 / 01827 709587

E-mail: [1][Tamworth Borough Council request email]

 

Baptiste Guittet

 

11^th March 2019

 

Dear Baptiste Guittet

 

Freedom of Information – Request for Information

 

With regards to your recent enquiry for information held by the Authority
under the provisions of the Freedom of Information Act, please find the
information you requested below with reference in the box to your original
enquiry for clarity where multiple answers are required.

 

Details of Your Request

[2]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? 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)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The response to your request as follows:

 

1.       Tamworth Borough Council

2.       76,500 (approx.)
-[3]https://en.wikipedia.org/wiki/Tamworth,_...

3.       11.91km² -
[4]https://en.wikipedia.org/wiki/Tamworth,_...

4.       Approximately 60

A.      Approximately 50

B.      Approximately 10

C.      Property

5.       This information is considered reasonably accessible and
therefore section 21 is applied. Please see the Tamworth Borough Council
website - [5]http://www.tamworth.gov.uk/

6.        

A.      TBC have procured a portal but this has not yet been launched

B.      N/A

7.       N/A

8.       Information accessible by other means, please see our spending
summary on the Tamworth Borough Council Website
[6]http://www.tamworth.gov.uk/spending-summ...

9.       Information accessible by other means, please see our spending
summary on the Tamworth Borough Council Website
[7]http://www.tamworth.gov.uk/spending-summ...

10.   Payroll - £11,125,020

Agency - £224,810

11.   Yes

12.    

A.      System is currently being replaced

B.      New CRM currently being integrated

C.      Data/ Back office integration

 

 

IMPORTANT NOTICE ABOUT USE OF INFORMATION PROVIDED UNDER THE FREEDOM OF
INFORMATION ACT (FoIA)

 

Most of the information that we provide in response to Freedom of
Information Act 2000 requests will be subject to copyright protection. In
most cases the copyright will be owned by Tamworth Borough Council. The
copyright in other information may be owned by another person or
organisation, as indicated on the information itself.

 

You are free to use any information supplied for your own non-commercial
research or private study purposes. The information may also be used for
any other purpose allowed by a limitation or exception in copyright law,
such as news reporting.

 

However, any other type of re-use, for example by publishing the
information in analogue or digital form, including on the internet, will
require the permission of the copyright owner. For information where the
copyright is owned by Tamworth Borough Council details of the conditions
on re-use can be provided on application to the contact below.

 

For information where the copyright is owned by another person or
organisation you must apply to the copyright owner to obtain their
permission.

 

This council also believes in transparency of information, this includes
requests made under the Freedom of Information Act and the Environmental
Information Regulations and we reserve the right to publish these requests
in our Disclosure Log along with the response, the requestors name and/or
company where the information is requested on a regular basis. Care shall
be taken not to publish your email address or physical address where it is
considered personal information as defined under the General Data
Protection Regulation 2018.

 

Project and Information Coordinator,

Tamworth Borough Council,

Marmion House,

Lichfield Street,

Tamworth,

B79 7BZ

 

Details of Tamworth Borough Council’s internal review and complaints
procedure are attached, in accordance with the provisions of the Act.

 

Yours Sincerely

 

 

 

Nicola Hesketh

Project and Information Coordinator

 

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[9][IMG] [10][IMG]

This email (and any attachment) is intended for the named recipient or entity to whom it is addressed.
It may contain private/confidential information or material that is privileged, and may not be further disclosed without authority from Tamworth Borough Council.
If you are not the intended recipient please accept our apologies and notify us immediately or telephone +(44) 01827 709 709, you must not take action based on it,

Copy, or show it to anyone, and return the original to us. If requested the reasonable cost will be reimbursed to you.

Any e-mail including its content and any attachments may be monitored by us for reasons of security and for monitoring internal compliance in accordance with our policies and procedures.

Protective software is in place to scan both e-mail content and any attachments to block any e-mail that could be considered potentially harmful.
This email and any attachments are believed to be free from viruses but it is your responsibility to carry out all necessary virus checks and Tamworth Borough Council accepts no liability in connection therewith

References

Visible links
1. mailto:[Tamworth Borough Council request email]
3. https://en.wikipedia.org/wiki/Tamworth,_...
4. https://en.wikipedia.org/wiki/Tamworth,_...
5. http://www.tamworth.gov.uk/
6. http://www.tamworth.gov.uk/spending-summ...
7. http://www.tamworth.gov.uk/spending-summ...
8. https://ip.e-paycapita.com/AIP/itemSelec...
9. http://www.tamworth.gov.uk/
10. http://www.tamworth.gov.uk/do-it-online