Dear Tewkesbury 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

Customer Services, Tewkesbury Borough Council

Thank you for your email. 

Please note: This is an automated response to confirm receipt of your
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Customer Services

Tewkesbury Borough Council

[1]www.tewkesbury.gov.uk 

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References

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1. http://www.tewkesbury.gov.uk/

customerservices@tewkesbury.gov.uk, Tewkesbury Borough Council

Thank you for submitting your freedom of information request with
Tewkesbury Borough Council.

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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)

show quoted sections

customerservices@tewkesbury.gov.uk, Tewkesbury Borough Council

Freedom of Information Act request - FS-Case-34344369

Please find the response to your request below. Please note there may be
additional information attached to this email.

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

 

Q2. How large is the Authority in terms of population? Roughly 90,332

Q3. How large is the Authority in terms of geographical boundaries? 160
square miles

Q4. How many information systems / databases does the Authority use? 10

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)? 2

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

Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.) Please see a
list of our services via our website:
[1]https://www.tewkesbury.gov.uk/services-az

 

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? Roughly 70%

Q7. What percentage of services in Q4 are accessible to Residents online
using Single Sign On (SSO) on the portal? 0

Q8. What was the Authority’s annual spend for 2017-18? Please see the
comprehensive income and expenditure statement (page 2) within the
statement of accounts via our website- [2]https://bit.ly/2TzJJWu

 

Q9. What was the Authority’s annual spend for 2017-18 for software
licensing? £403,796.54

Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors? £9,211,000.00- please see
statement of accounts- note 8- [3]https://bit.ly/2TzJJWu

Q11. Does the Authority use a Customer Relationship Management (CRM)
System? No

(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? N/A

Q12b. How long did the implementation take? N/A

Q12c. What were the main obstacles encountered to the implementation? (See
"CRM Challenges" below, please state all that apply) N/A

 

Q13. If the Authority does not have a CRM system:

Q13a. Has the implementation of a CRM ever been considered? Yes

Q13b. If Yes to Q13a., what were the reasons for not proceeding? (See "CRM
Challenges" below, please state all that apply) Options are currently
being explored

 

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) N/A

 

Q14. Are the IT systems centred primarily around Residents or Properties?
Properties

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The deadline for responding to this request was 08/03/2019

This response was sent 2019-03-07 10:17:20

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