Customer Relationship Management

Baptiste GC made this Freedom of Information request to Test Valley 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 Test Valley 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

ITFOI, Test Valley Borough Council

Dear Baptiste GC,

 

Thank you for your “Freedom of Information” request dated and received on
8^th February 2019. You will receive a response within 20 working days.

 

Kind regards

 

Test Valley Borough Council

[1][Test Valley Borough Council request email]

[2]www.testvalley.gov.uk

 

show quoted sections

References

Visible links
1. mailto:[Test Valley Borough Council request email]
2. http://www.testvalley.gov.uk/

ITFOI, Test Valley Borough Council

Dear Baptiste GC,

 

Thank you for your Freedom of Information request dated 8^th February and
received on 8^th February.  This is being dealt with under the Freedom of
Information Act 2000.

 

The information requested is held by the Council and provided below.

 

If you are unhappy with the way your request for information has been
handled, you can request a review by writing to Legal and Democratic
Services at [1][email address].

 

If you remain dissatisfied with the handling of your request or complaint,
you have a right to appeal to the Information Commissioner at:

 

The Information Commissioner's Office,

Wycliffe House,

Water Lane,

Wilmslow,

Cheshire

SK9 5AF

 

Telephone: 0303 123 1113

Website: [2]www.ico.org.uk

 

There is no charge for making an appeal.

 

Yours sincerely,

 

Test Valley Borough Council

[3][Test Valley Borough Council request email]

[4]www.testvalley.gov.uk

 

CEX

Q1. What is the full official name of the Authority? Test Valley Borough
Council

PPT

Q2. How large is the Authority in terms of population? 123,162 (Hampshire
County Council Small Area Population Forecast 2015)

Q3. How large is the Authority in terms of geographical boundaries? 62,758
Ha (2011 census)

IT

Q4. How many information systems / databases does the Authority use? 12
main information systems, with 12+ various databases

Q4a. How many of those are stand-alone (i.e. do not interact with any
other information system)? 0, zero

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

Q4c. Are the systems mainly centered around Residents or Properties? Both

ALL

Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.) The Council is
holding the information you have requested but it considers the
information to be exempt from disclosure pursuant to the S21 of the Act.
Section 21 provides an exemption to the requirement to provide information
where the information is reasonably accessible to the requester by other
means. In this case the information is available on the Council’s website
by following the link [5]http://www.testvalley.gov.uk/a-to-z.

IT

Q6a. Does the Authority have an online portal for Residents? No, but there
is a portal for Council Tax, which residents can use for that function.

Q6b. If it does, what is the uptake (as a percentage) across the
authority? Less than 10%

Q7. What percentage of services in Q4 are accessible to Residents online
using Single Sign On (SSO) on the portal? None.

FIN

Q8. What was the Authority’s annual spend for 2017-18?
 [6]http://www.testvalley.gov.uk/aboutyourco...

IT

Q9. What was the Authority’s annual spend for 2017-18 for software
licensing? £150,000 approx.

FIN

Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors? Employee payroll £17,488,011(inc
NI, Superannuation & other costs) and Agency Staff £458,400.  Please
confirm your definition of contractors.

IT

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? 2015

Q12b. How long did the implementation take? 2 months

Q12c. What were the main obstacles encountered to the implementation? (See
"CRM Challenges" below, please state all that apply). Simple
implementation as we moved to this system from another system so all
processes were there. The CRM is a light version of a full CRM with little
back office integration. It is designed to handle individual queries as
they come in.

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?
Both – We handle people accounts for income collection and payments, but
we also have those linked to properties as we handle planning
applications, waste collection.

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)

show quoted sections

References

Visible links
1. mailto:[email address]
2. http://www.ico.org.uk/
3. mailto:[Test Valley Borough Council request email]
4. http://www.testvalley.gov.uk/
5. http://www.testvalley.gov.uk/a-to-z
6. http://www.testvalley.gov.uk/aboutyourco...