Dear Tendring 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?
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

Corporate Information Manager, Tendring District Council

Dear Baptiste GC,

 

Thank you for your request for information regarding customer relationship
management systems used within the Council, which was received on
08/02/19. I can confirm that your enquiry is receiving attention.

 

In accordance with the provisions of the Freedom of Information Act 2000
you should receive a comprehensive reply to your request by 08/03/19
unless the Council does not hold the information or there is a reason for
it to be withheld.

 

In certain circumstances, a fee may be payable for determining, locating,
retrieving and extracting information and/or the cost for disbursements
such as photocopying and postage. If this applies, a Fees Notice will be
issued to you with details of any costs involved and you will be required
to pay this before I can proceed to deal with your request.

 

 

Kind regards,

 

Charlene Haynes
On behalf of Corporate Information Manager

Corporate Services

Tendring District Council

 

Phone: 01255 686063
E-mail: [1][Tendring District Council request email] 

[2]www.tendringdc.gov.uk

Tendring District Council, Town Hall, Station Road, Clacton-on-Sea, Essex
CO15 1SE

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The Council’s Privacy Notice is available on its website : [3]PRIVACY
NOTICE

This email may contain Copyright Material and/or sensitive or protectively
marked/classified material. The email is intended for the named
addressee(s). Unless you are the named addressee (or authorised to receive
it for the addressee), you may not copy, use it, or disclose it to anyone
else. If you have received this transmission in error please notify the
sender immediately. All email traffic may be subject to recording and/or
monitoring in accordance with relevant legislation. Correspondence sent to
the Council may be shared internally and/or with legitimate and authorised
external organisations to enable the matter contained therein to be dealt
with appropriately and/or to comply with legislative requirements.

Tendring District Council does not accept service of legal documents by
e-mail.

References

Visible links
1. mailto:[Tendring District Council request email]
2. http://www.tendringdc.gov.uk/
3. https://www.tendringdc.gov.uk/council/yo...

Corporate Information Manager, Tendring District Council

Dear Baptiste GC,

 

Further to your FOI request received on 08/02/19, please be advised that
due to the nature of the request and having to seek answers from all
services within the Council, there will be a slight delay in the response
being sent to you.

 

The Council will endeavour to answer your request as soon as is possible
and in the worst case you will receive it no later than 15/03/19.

 

Please accept the Council’s sincerest apologies in this delay.

 

I hope this information is of assistance to you. However if you feel that
the Council have failed to deal with your request for information
correctly you can request that the matter is reviewed in accordance with
the Authority's Complaints Procedure. Requests for internal reviews should
be sent to Mrs L Trembath, Corporate Services, Town Hall, Station Road,
Clacton-on-Sea, Essex CO15 1SE.  Further details of this procedure can be
obtained from all Council offices or from our website
([1]www.tendringdc.gov.uk).

                                  

If you are not content with the outcome of the internal review you have
the right to apply directly to the Information Commissioner for a
decision.  The Information Commissioner can be contacted at:

 

FOI Compliance Team (complaints), Information Commissioner's Office,
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

 

If you have any other queries about this matter then please contact me.

 

 

Kind regards,

 

Charlene Haynes
On behalf of Corporate Information Manager

Corporate Services

Tendring District Council

 

Phone: 01255 686063
E-mail: [2][Tendring District Council request email] 

[3]www.tendringdc.gov.uk

Tendring District Council, Town Hall, Station Road, Clacton-on-Sea, Essex
CO15 1SE

 

--------------------------------------------------------------------------

The Council’s Privacy Notice is available on its website : [4]PRIVACY
NOTICE

This email may contain Copyright Material and/or sensitive or protectively
marked/classified material. The email is intended for the named
addressee(s). Unless you are the named addressee (or authorised to receive
it for the addressee), you may not copy, use it, or disclose it to anyone
else. If you have received this transmission in error please notify the
sender immediately. All email traffic may be subject to recording and/or
monitoring in accordance with relevant legislation. Correspondence sent to
the Council may be shared internally and/or with legitimate and authorised
external organisations to enable the matter contained therein to be dealt
with appropriately and/or to comply with legislative requirements.

Tendring District Council does not accept service of legal documents by
e-mail.

References

Visible links
1. http://www.tendringdc.gov.uk/
2. mailto:[Tendring District Council request email]
3. http://www.tendringdc.gov.uk/
4. https://www.tendringdc.gov.uk/council/yo...

Corporate Information Manager, Tendring District Council

Dear Baptiste GC,

 

Further to your FOI request regarding customer relationship management
systems used within the Council, which was received on 08/02/19, please
find below the answers to your enquiry. Please be advised that the figures
for Question 9 will be sent to you on 18/03/19 this is due to the correct
figures not being currently available and the Council does not wish to
send you incorrect information. Please accept our apologies in this
matter.  

 

Q1. What is the full official name of the Authority? -Tendring District
Council

 

Q2. How large is the Authority in terms of population? – The Tendring
District has a population of 143,400 (2016).  The full statistics are
available via the following link:
[1]http://www.nomisweb.co.uk/reports/lmp/la...

 

Q3. How large is the Authority in terms of geographical boundaries? – The
Tendring District is 33,740 hectares in size (approximately 130 square
miles). A map of the District is available via the Council’s website,
using the following link:
[2]https://www.tendringdc.gov.uk/council/co...

 

Q4. How many information systems / databases does the Authority use? - 38

 

Q4a. How many of those are stand-alone (i.e. do not interact with any
other information system)?  - 17

 

Q4b. How many of those interact with at least one other system (e.g. using
API calls)? -21

 

Q4c. Are the systems mainly centered around Residents or Properties? –The
systems and databases used by the Council centre around both Residents and
Properties, a large proportion centre around neither.

 

Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.)– This is
available via the Council’s website, using the following link:
[3]https://www.tendringdc.gov.uk/node/2889

 

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 recorded.

 

Q7. What percentage of services in Q4 are accessible to Residents online
using Single Sign On (SSO) on the portal? –Currently the Council does not
have a Single Sign On portal option.

 

Q8. What was the Authority’s annual spend for 2017-18? –This information
is available via the Council’s website, using the following link:
[4]https://www.tendringdc.gov.uk/council/pe...

 

Q9. What was the Authority’s annual spend for 2017-18 for software
licensing?  -Figures to be sent to you 18/03/19.

 

Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors? –This information is available
via the Council’s website, using the following link:
[5]https://www.tendringdc.gov.uk/council/pe...

 

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? – Tendring
District Council is currently in the process of implementing a self-serve
system that will offer Council services to residents however we would not
call it a CRM.

 

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? –No.

 

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?

 

Q14. Are the IT systems centred primarily around Residents or Properties?
- Both. The self-serve portal will focus on the needs of residents,
however, the Council’s Housing Repairs service focuses on the properties.

 

Again, please accept the Council’s sincerest apologies for the delay in
getting your response to you.

 

I hope this information is of assistance to you. However if you feel that
the Council have failed to deal with your request for information
correctly you can request that the matter is reviewed in accordance with
the Authority's Complaints Procedure. Requests for internal reviews should
be sent to Mrs L Trembath, Corporate Services, Town Hall, Station Road,
Clacton-on-Sea, Essex CO15 1SE.  Further details of this procedure can be
obtained from all Council offices or from our website
([6]www.tendringdc.gov.uk).

                                  

If you are not content with the outcome of the internal review you have
the right to apply directly to the Information Commissioner for a
decision.  The Information Commissioner can be contacted at:

 

FOI Compliance Team (complaints), Information Commissioner's Office,
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

 

If you have any other queries about this matter then please contact me.

 

 

Kind regards,

 

Charlene Haynes
On behalf of Corporate Information Manager

Corporate Services

Tendring District Council

 

Phone: 01255 686063
E-mail: [7][Tendring District Council request email] 

[8]www.tendringdc.gov.uk

Tendring District Council, Town Hall, Station Road, Clacton-on-Sea, Essex
CO15 1SE

--------------------------------------------------------------------------

The Council’s Privacy Notice is available on its website : [9]PRIVACY
NOTICE

This email may contain Copyright Material and/or sensitive or protectively
marked/classified material. The email is intended for the named
addressee(s). Unless you are the named addressee (or authorised to receive
it for the addressee), you may not copy, use it, or disclose it to anyone
else. If you have received this transmission in error please notify the
sender immediately. All email traffic may be subject to recording and/or
monitoring in accordance with relevant legislation. Correspondence sent to
the Council may be shared internally and/or with legitimate and authorised
external organisations to enable the matter contained therein to be dealt
with appropriately and/or to comply with legislative requirements.

Tendring District Council does not accept service of legal documents by
e-mail.

References

Visible links
1. http://www.nomisweb.co.uk/reports/lmp/la...
2. https://www.tendringdc.gov.uk/council/co...
3. https://www.tendringdc.gov.uk/node/2889
4. https://www.tendringdc.gov.uk/council/pe...
5. https://www.tendringdc.gov.uk/council/pe...
6. http://www.tendringdc.gov.uk/
7. mailto:[Tendring District Council request email]
8. http://www.tendringdc.gov.uk/
9. https://www.tendringdc.gov.uk/council/yo...

Corporate Information Manager, Tendring District Council

Dear Baptiste GC,

 

Further to your FOI request regarding customer relationship management
systems used within the Council , received on 08/02/19, following our
reply sent 15/03/19, please find below the answer to Question 9 of your
enquiry.

 

Q9. What was the Authority’s annual spend for 2017-18 for software
licensing? -£553,398.53. Please be advised that this figure covers spend
on licenses and all other related software expenditure, this is because
the Council does not hold the data you have requested at any lower level.

 

Again, please accept the Council’s sincerest apologies for the delay in
sending your response.

 

I hope this information is of assistance to you. However if you feel that
the Council have failed to deal with your request for information
correctly you can request that the matter is reviewed in accordance with
the Authority's Complaints Procedure. Requests for internal reviews should
be sent to Mrs L Trembath, Corporate Services, Town Hall, Station Road,
Clacton-on-Sea, Essex CO15 1SE.  Further details of this procedure can be
obtained from all Council offices or from our website
([1]www.tendringdc.gov.uk).

                                  

If you are not content with the outcome of the internal review you have
the right to apply directly to the Information Commissioner for a
decision.  The Information Commissioner can be contacted at:

 

FOI Compliance Team (complaints), Information Commissioner's Office,
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

 

If you have any other queries about this matter then please contact me.

 

 

Kind regards,

 

Charlene Haynes
On behalf of Corporate Information Manager

Corporate Services

Tendring District Council

 

Phone: 01255 686063
E-mail: [2][Tendring District Council request email] 

[3]www.tendringdc.gov.uk

Tendring District Council, Town Hall, Station Road, Clacton-on-Sea, Essex
CO15 1SE

 

 

 

 

--------------------------------------------------------------------------

The Council’s Privacy Notice is available on its website : [4]PRIVACY
NOTICE

This email may contain Copyright Material and/or sensitive or protectively
marked/classified material. The email is intended for the named
addressee(s). Unless you are the named addressee (or authorised to receive
it for the addressee), you may not copy, use it, or disclose it to anyone
else. If you have received this transmission in error please notify the
sender immediately. All email traffic may be subject to recording and/or
monitoring in accordance with relevant legislation. Correspondence sent to
the Council may be shared internally and/or with legitimate and authorised
external organisations to enable the matter contained therein to be dealt
with appropriately and/or to comply with legislative requirements.

Tendring District Council does not accept service of legal documents by
e-mail.

References

Visible links
1. http://www.tendringdc.gov.uk/
2. mailto:[Tendring District Council request email]
3. http://www.tendringdc.gov.uk/
4. https://www.tendringdc.gov.uk/council/yo...