Customer Relationship Management

Baptiste GC made this Freedom of Information request to Torridge District Council

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The request was successful.

Dear Torridge 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

FOI, Torridge District Council

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FOI, Torridge District Council

Dear Baptiste GC
Thank you for your Freedom of Information Request.
The response from Torridge District Council is as follows:-
 
Q1. What is the full official name of the Authority? Torridge District
Council
Q2. How large is the Authority in terms of population? Approx. 67000
Q3. How large is the Authority in terms of geographical boundaries? 380
Square miles
Q4. How many information systems / databases does the Authority use? Not
quantified – number of major/minor systems and DBs will run 100+
Q4a. How many of those are stand-alone (i.e. do not interact with any
other information system)? Data not available
Q4b. How many of those interact with at least one other system (e.g. using
API calls)? Data not available
Q4c. Are the systems mainly centered around Residents or Properties? Both
– some systems are property based (Local Land and Property Gazeteer)
Others person (Council Tax Liabilities & Benefits)
Q5. What services are provided to Residents by the Authority (e.g. Taxi
Licensing, Waste, Education, Planning Applications, etc.) All services
listed on the Council website – usual District not County/Unitary Services
Q6a. Does the Authority have an online portal for Residents? Council Tax,
Housing Benefits, Business Rates, Housing options (Homelessness), Housing
Renewals (DFG’s etc), Waste & Recycling, Port & Harbour (Pilotage,
moorings & carnage), Taxi, premises and animal licensing, planning
6a The Council has started using a product (Firmstep) for green waste
management that may expand to fulfil a user portal role for multiple
services.
Q6b. If it does, what is the uptake (as a percentage) across the
authority? Approx 27% (12,000 accounts).
Q7. What percentage of services in Q4 are accessible to Residents online
using Single Sign On (SSO) on the portal? 25%/Single Service (see Q6a)
Q8. What was the Authority’s annual spend for 2017-18? Please refer to our
website and use the following link
[1]https://www.torridge.gov.uk/article/1249...
Q9. What was the Authority’s annual spend for 2017-18 for software
licensing? Please refer to our website and use the following link
[2]https://www.torridge.gov.uk/article/1272...
Q10. What was the Authority’s annual spend for 2017-18 for payroll of
employees, agency staff, and contractors? Please refer to our website and
use the following link
[3]https://www.torridge.gov.uk/article/1272...
Q11. Does the Authority use a Customer Relationship Management (CRM)
System? Firmstep
(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? 1 April 2018
Q12b. How long did the implementation take? Phase 1 chargeable garden
waste 3 months
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: Cost, fit for purpose, integrations, resource.
Q13a. Has the implementation of a CRM ever been considered? Use of
Firmstep in a wider context beyond waste management is being considered
Q13b. If Yes to Q13a., what were the reasons for not proceeding? (See "CRM
Challenges" below, please state all that apply) Time and resource
limitations, mean a long term phased rollout is being considered on a
service by service basis
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?
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) Both – some systems are
property based (Local Land and Property Gazeteer) Others person (Council
Tax Liabilities & Benefits)
 
 
If you are dissatisfied with the handling of your request, you have the
right to ask for an internal review. Internal review requests should be
submitted within two months of the date of receipt of the response to your
original request and should be addressed to: Freedom of Information
Officer at Torridge District Council, Riverbank House, Bideford EX39 2QG
 
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: Information
Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9
5AF.
 
With kind regards.
 
Ann
FOI Office
Torridge District Council
 
 
 
 
 
 
 
 
 
 

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