Customer Relationship Management

Baptiste GC made this Freedom of Information request to Tonbridge and Malling 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 Tonbridge and Malling 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

foi, Tonbridge and Malling Borough Council

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Thank you for your e-mail, requesting that certain information is made available to you under the Freedom of Information Act 2000/Environmental Information Regulations 2004. The Council has now started to process your request.

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Please quote the reference number 19/136 in any future correspondence about this request.

If you are dissatisfied with this response, then you may ask the Council to conduct an internal review of your case by writing to the Council’s FOI Team ([Tonbridge and Malling Borough Council request email]). If you are still not content after the Council has conducted an internal review of your case, then you may apply directly to the Information Commissioner (ICO) for a decision. Generally, the ICO cannot make a decision unless you have exhausted the internal review procedure provided by the Borough Council.

The Information Commissioner can be contacted in writing at: The Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

Please quote the reference number at the top of this email in any future correspondence about this request.

Adrian Stanfield
Freedom of Information Co-Ordinator

website: www.tmbc.gov.uk

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Viv London, Tonbridge and Malling Borough Council

1 Attachment

Dear Baptiste GC,
 
I am responding to your Freedom of Information request.  Please see my
responses in blue next to your questions below.  I hope that this
satisfies your request.
 
If you are dissatisfied with this response, then you may ask the Council
to conduct an internal review of your case by writing to the Council’s FOI
Team ([1][Tonbridge and Malling Borough Council request email]).  If you are still not content after the Council
has conducted an internal review of your case, then you may apply directly
to the Information Commissioner (ICO) for a decision.  Generally, the ICO
cannot make a decision unless you have exhausted the internal review
procedure provided by the Borough Council.
 
The Information Commissioner can be contacted in writing at:  The
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF.
 
Please quote the reference number at the top of this email in any future
correspondence about this request.
 
Regards,
 
Vivien London
Technical Support Manager
 
 
 

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